Searching for a Configuration Item

You cannot proceed to the Error Control phase from the problem Control phase unless you specify a Configuration Item (CI) in the problem record. If you omit the CI initially, Problem Management prompts you for it when you attempt to open a known error record. Problem Management transfers the primary CI information in the problem record to the known error record. If the CI that caused the issue is an associated CI, you must make it the primary CI in the problem record, or edit the CI information in the known error record.

When you search for a CI from a problem form, There are three check boxes that add criteria to the query: CI Down, Critical CI, and Pending change. Service Manager logical fields (check boxes) can have four values: true, false, null, and unknown. If you do not select a checkbox, it has a null value and any query ignores it. If you select the checkbox, it has a value of true. If you clear the checkbox, it has a value of false.

When you search for a CI, ensure that you consider these possible checkbox values when you construct your query.

Related topics

Creating a problem
Identify the problem
Categorize the problem
Classify the problem

Related topics

Create a new problem from an incident