Administer > Database administration > Data persistence > Add, delete, or update a master data record

Master data records

Master data are key data that are shared by all Service Manager applications, and are stored as records in support tables. Master data are often provided by functions outside of Information Technology, such as Human Resource Management, Finance, and Facilities.

As a System Administrator, you can create, update, and delete master data records from the System Administration > Base System Configuration menu.

Note: In ITIL best practices, a Configuration Administrator manages master data. In Service Manager, however, only a System Administrator has rights to master data, because the master data are shared by all Service Manager applications. You may need to contact a System Administrator to implement master data changes or to request permission to perform this function.

Master data record name Purpose
Companies Contains contact information and preferences about the companies you work with.
Contacts

Contains contact information about users who contact the service desk to initiate a service desk interaction, incident, or change, or a person who uses components tracked in Configuration Management.

This is a generally larger group than the Service Manager operators, but may include them.
Conversion Rates Contains the conversion rates for international currencies.
Currencies Contains the ISO codes and formats for international currencies. These records specify whether an individual currency uses European Union Currency (EUR) as its root.
Departments Contains identifying information and service level agreements for company departments.
Fax Contains device name and address information for your office fax configurations.
Holidays Contains holiday dates by group (worldwide, unique to United States, etc.)
Locations Contains address and organization information about the locations in your company. You can define the site category with the following types: Critical Site, Major Site, Satellite Site, Home Site.
Models Contains a detailed bill of materials for a part. This includes the hardware, software and services that comprise the item, as well as controls on the part and its components. The record contains information regarding what operators can do with the part, how components of this part are selected, how quote line items turn into orders, and whether to order or to consume from stock.
Standard File Contains file configuration information, which defines file handling (import, export, etc.) for different operating systems.
Vendors Contains manufacturer and retail vendor/supplier information. It also holds data on internal and external service providers. A vendor record for a particular manufacturer must exist before items from the manufacturer can be admitted to the Configuration Management and Request Management catalogs.
Work Schedules Defines the work hours for one or more operators. Service Manager can generate a complex 24x7 schedule that spans multiple time zones, includes all shift and break information, accommodates any regional shift to Daylight Savings time, and automatically accounts for local or national holidays.

Add a master data record

Applies to User roles: System Administrator

Note: In ITIL best practices, a Configuration Administrator manages master data. In Service Manager, however, only a System Administrator has rights to master data, because the master data is shared by all Service Manager applications. You may need to contact a System Administrator to implement master data changes or to request permission to perform this function.

After you validate that the data sets for a new master data record request meet your company's specifications, you can add the master data record to Service Manager. For example, you may need to add a master data record for a new company location or a new vendor or supplier.

To add a master data record:

  1. Click System Administration > Base System Configuration, and then double-click the master data category you want to add a record to.

    For example, if you want to add a master data record for a new company location, click Locations.

  2. Specify the new master data information and preferences.

  3. Click Add.

    Service Manager adds the new master data record.

Create a data reconciliation report summarizing the data modifications and any reconciliation errors in accordance with your company procedures.

Delete a master data record

User roles: System Administrator, Configuration Administrator

Note In ITIL best practices, a Configuration Administrator manages master data. In Service Manager, however, only a System Administrator has rights to master data, because the master data is shared by all Service Manager applications. You may need to contact a System Administrator to implement master data changes or to request permission to perform this function.

After you validate that the data sets for a master data record delete request meet your company's specifications, you can delete a master data record in Service Manager. For example, you may need to delete a location record because the site was closed.

Caution When you delete a master data record, it is possible that some configuration item records will still include the old master data value. Before you delete master data records, we recommend you conduct a mass update to replace the master data value scheduled for deletion with the new approved value. This prevents obsolete data from remaining in Service Manager CI records.

To delete a master data record:

  1. Click System Administration > Base System Configuration

  2. Double-click the master data category for the record you want to delete.

    For example, if you need to delete a master data record for a user who is no longer with the company, click Contacts.

  3. Fill in optional search criteria, and then click Search.

    Service Manager returns a list of records matching your search request.

  4. Double-click the master data record you want to delete.

  5. Click Delete.

    Note When you delete the contact record, the corresponding operator record will also be deleted.

  6. Click Yes to confirm the deletion.

    Service Manager deletes the master data record and notifies you that the corresponding operator record has also been deleted.

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Exporting records
Importing records
Purging and archiving records
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