Searching the Help
To search for information in the Help, type a word or phrase in the Search box. When you enter a group of words, OR is inferred. You can use Boolean operators to refine your search.
Results returned are case insensitive. However, results ranking takes case into account and assigns higher scores to case matches. Therefore, a search for "cats" followed by a search for "Cats" would return the same number of Help topics, but the order in which the topics are listed would be different.
Words and Phrases
| Search for | Example | Results |
|---|---|---|
| A single word | cat
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Topics that contain the word "cat". You will also find its grammatical variations, such as "cats". |
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A phrase. You can specify that the search results contain a specific phrase. |
"cat food" (quotation marks) |
Topics that contain the literal phrase "cat food" and all its grammatical variations. Without the quotation marks, the query is equivalent to specifying an OR operator, which finds topics with one of the individual words instead of the phrase. |
Using Boolean Operators
| Search for | Operator | Example |
|---|---|---|
|
Two or more words in the same topic |
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| Either word in a topic |
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| Topics that do not contain a specific word or phrase |
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| Topics that contain one string and do not contain another | ^ (caret) |
cat ^ mouse
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| A combination of search types | ( ) parentheses |
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Configuration items details
Use the following information as a guide when you search for, add or modify a Configuration Item (CI).
| Field | Description |
|---|---|
| CI Identifier |
The system generated unique ID for the CI. |
| Display Name |
Mandatory. The human readable name for the CI. Note This is the only field that identifies the CI in the system. The value of this field must be unique. If you enter a duplicate value, an error is displayed and the CI cannot be saved. |
| CI Type |
The type of CI (for example, Business Service, Computer or Running Software). Note When you search for a CI, the Service Status field is displayed once you select Business Service for CI type. |
| CI Subtype | The subtype of the CI (for example, Application Service). |
| Asset Tag | The asset tag number assigned to the CI by your organization. |
| Environment | The environment in which the CI currently exists (for example, Development, Test, Production, or Failover). |
| Status |
Mandatory. The current status of the CI (for example, In Use, Installed, Retired/Consumed, or Returned to Vendor/Supplier). |
| Security classification | Specifies any security classification if any (for example, Restricted, Unrestricted, or Confidential). |
| SOX classification | Specifies the SOX classification (for example, Critical, Non-critical). |
| Owner | Identifies a specific person who owns the CI. |
| Export control classification | Specifies whether there are any Export controls on the CI. |
| Config admin group |
Mandatory. The group responsible for configuring the CI. Note This field must be a valid assignment group value. Click Fill Field Config admin group to select a value from the list. |
| Support Groups |
The assignment groups responsible for answering any support calls regarding the CI. |
| Support Remarks | A free text field used for any notes regarding the Support Groups (for example, "Contact via email first"). |
| IT service continuity plan enabled check box | Indicates whether there is a continuity plan enabled for the CI. |
| Vital Business Function check box | Specifies whether this CI is a Vital Business Function. |
| Priority | The default priority incidents, changes, an so on will be given if this CI is selected in the record. |
| Default Impact | The default impact incidents, changes, an so on will be given if this CI is selected in the record. |
| User Base | Identifies the general users for the CI. |
| DML Location |
The Definitive Media Library (DML) location. For example: f:\\shared\software\definitive\client |
| Outage Cost Per Hour | A numeric value that specifies the outage costs to the business per hour. |
| Currency | The currency in which the cost of the outage is specified. |
| System Down check box | Specifies whether the system is currently down. |
| Pending Change check box | Specifies whether the CI is awaiting a change. |
| Allow Subscribe check box | Specifies whether the CI could be subscribed. |
| Count Related Records | Calculates counts of related records except documents, such as open incidents, open problems, open known errors, open changes, and open requests. |
| Part Number | The part number of the CI. |
| Service Contract | Identifies the Service Contract associated with the CI. |
| Manufacturer | Identifies the manufacturer for the CI (for example, HP, Cisco). This is a read-only field, which is automatically populated with the manufacturer of the part when a Part Number is specified. |
| Model | The model number of the CI. This is a read-only field, which is automatically populated with the model of the part when a Part Number is specified. |
| Version | The version number of the CI. |
| Serial Number |
The serial number of the CI. Note If the CI Type is Documentation, you can enter the ISBN number of the book in this field. |
| Title | A free text field for the title of the CI. |
| Description | A free text field to provide a brief description of the CI. |
In addition, most CI types share the following sections for additional details about the CI, although the content may vary.
| Section |
Description |
|---|---|
| Baseline | The baseline version of the CI. |
| Managed State |
This section contains subsections that show different information, depending on the CI Type. The following describes the information for three example CI types. Business Service:
Computer
Running Software
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| Actual State |
Note The Actual State section is visible only if your system has an active integration to a Micro Focus Universal CMDB server and the CI has a matching entry in the Configuration Management database. Service Manager does not display the Actual State section if there is no matching CI in the Universal CMDB server. Out of box, Actual State is provided for several CI Types. Computer
Running Software
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| Service Catalog |
Note This section is available only for CIs of the Business Service type. Shows the related service catalog items. If the current CI is specified as the parent service (in the Business Service field) of a bundle or item in Service Catalog, a link to the bundle or item is automatically created in this section. |
| CI Changes | Lists pending and historical changes to the CI. |
| Relationship Changes | Lists pending and historical changes to the CI's relationships. |
| Relationships |
Lists the current relationships for the CI. Note Click Add to add upstream or downstream relationships between this CI and other CIs. |
| Relationship Graph |
A graphical representation of the CI's relationships. The graphical viewer displays relationships and also the upstream or downstream CI affected where a specific CI is unavailable. This assists with incident and problem management as well as facilitating availability management techniques. For information about the CI icons and decorator icons used in relationship graphs, see Out-of-box icons for CI representation and Out-of-box icons for decorators. |
| Software |
Note Available only when application software (an application) is installed on the CI (a computer system). This section consists of two subsections: Applications, and Drivers. Applications This subsection lists all software installation records created for the CI: application name, version, installation date, and license ID. This information is retrieved from the software installation records, which are accessible from Configuration Management > Resources > Manage Software. In each of the software installation records, the current CI is specified in the Installed System field. Drivers This subsection allows you to enter information about the drivers of the hardware components of the CI. |
| CI Owner | Shows the primary contact and support contacts for the CI. |
| Subscribers | Lists any subscribers to the CI. |
| Location | Shows the physical location information for the CI. |
| Vendor/Supplier | Shows information about the vendor/supplier for the CI. |
| Audit | Shows information about the audit policies currently running on the CI. |
| Metrics | Shows Service metrics related to the CI, such as the historical outage record. |
| Financial | Shows financial information for the CI, such as applicable service contracts, expense lines, or parts and labor incurred against the CI. |
| Related Documents-(<x>) |
Note Available only for CI type Business Service. In this tab, you can only view published knowledge documents to which you have access from the business service CI record. Lists any knowledge documents associated with the CI. In these knowledge documents, the current CI is specified in the Associated Service field. |
| Attachments - <x> file(s) attached |
Lists any attachments associated with the CI. For example, you can attach the book if the CI Type is Documentation. |
| Activities | Activity updates of the CI. Each update entry includes the following information: Date/Time, Type, Operator, and Description. |
