Affected CI field in Service Desk

The information that is available to populate the Affected CI field depends on the service recipient.

For example, if the recipient has individual or departmental subscriptions, a list of CIs associated with those subscriptions opens. If the recipient does not have any subscriptions and is a self-service user, no list is generated. However, if a recipient does not have any subscriptions and is not a self-service user, the following behavior occurs:

  • If an interaction recipient is specified, a list of the CIs assigned to that recipient opens.
  • If a location is specified, a list of the CIs assigned to that location opens.
  • If a company is specified in a multi-company system, a list of the CIs assigned to that company opens.
  • If a device type is specified, a list of the CIs of that type opens.

Note The only way to obtain a list of all CIs is to click the Affected CI field before you enter any recipient information.

Related topics

What is a Service Desk interaction?
Out-of-box Service Desk categories
Notify By field
Required actions

Related topics

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Register an incident
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