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.
Search for | Example | Results |
---|---|---|
A single word | cat
|
Topics that contain the word "cat". You will also find its grammatical variations, such as "cats". |
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. |
Search for | Operator | Example |
---|---|---|
Two or more words in the same topic |
|
|
Either word in a topic |
|
|
Topics that do not contain a specific word or phrase |
|
|
Topics that contain one string and do not contain another | ^ (caret) |
cat ^ mouse
|
A combination of search types | ( ) parentheses |
|
Configuration Management form details
The following table identifies and describes the fields on the Configuration Management forms.
Label |
Description |
---|---|
CI Identifier |
The name of the CI. This is a required field. |
CI Name |
System-generated field that specifies the unique ID of the configuration item (CI). |
Asset Tag |
This is a legacy field intended for customers migrating from previous versions of Service Manager to track the label or tag placed on physical assets, such as for example, a bar code. |
Status |
This field specifies the status of the CI. The out-of-box data is:
The field is updated manually to reflect the current status of the CI. This is a required field. The Installed status is the default status. |
Owner |
This field identifies the department that owns the CI, for example, the HR department could own the laptops that its employees use. |
Config admin group |
This field identifies the group responsible for supporting the CI while the Owner identifies the department that owns the CI. For example, a PC is owned by the HR department, but IT is the Config admin group responsible for supporting the CI. It is the assignment group responsible for handling interactions or incidents for the CI. This is a required field. |
Support Groups |
This field identifies what assignment groups receive when this CI is part of an interaction as well as when escalating to an incident. |
Support Remarks |
This field is a comment field intended to describe or provide notes for the support groups. |
Part Number |
This field specifies the inventory component number for the CI as defined by the company-defined CI inventory number in the model table. The system uses this number to provide data on the Manufacturer, Model, and Version fields if available. |
Service Contract |
This field specifies the service contract covering the CI. |
Manufacturer |
This is a system-generated field that specifies the manufacturer of the CI if one is associated with the Part Number. This field along with model and serial number uniquely identify the CI. |
Model |
This is a system-generated field that specifies the manufacturer’s model if one is associated with the Part Number. This field along with manufacturer and serial number uniquely identify the item. |
Version |
This field specifies the manufacturer’s version number for the CI. |
Serial Number |
This field specifies the manufacturer’s serial number for the CI. |
Title |
This field specifies the title of the CI owner; for example Mr. or Mrs. |
Description |
This field is a free-form text field to add additional information about the CI. |
CI Type |
This field identifies the type of CI. The out-of-box data is:
The Managed State section displays different fields depending on the CI type selected. |
CI Subtype |
This field identifies the subtype of CI. The list of available subtypes depends upon the CI Type the user selected. For more information, see the Configuration Item types and subtypes table. |
Environment |
This field specifies if a CI belongs to a particular environment. The out-of-box data is:
|
Security classification |
This field specifies if the CI has any security restrictions. The out-of-box data is:
|
SOX classification |
This field specifies if the CI has a Sarbanes Oxley (SOX) classification that applies to the CI. The out-of-box data is:
|
Export control classification |
This field specifies if the CI has an Export Control classification. The out-of-box data is:
|
IT service continuity plan enabled |
This field specifies if the CI has an IT service continuity plan enabled for it. |
Critical CI |
This field specifies if the CI is critical for day-to-day operation, such as an E-mail server or RDBMS server. If you open an incident on a critical CI, the incident indicates that this is a critical CI. |
Priority |
This field specifies the default priority of any related records opened against the CI. The information in this field is used to prepopulate the priority in an incident or interaction. When a user selects the CI in an incident or interaction, it populates the incident or interaction priority based on the CI priority field. The out-of-box data is:
For additional information, see the Incident Management form details table. |
Default Impact |
This field specifies the default impact of any related record opened against the CI. The information in this field is used to prepopulate the impact in an incident or interaction. When a user selects the CI in an incident or the interaction, it populates the incident or interaction impact based on the CI Default Impact field. The out-of-box data is:
For additional information, see the Incident Management form details table. |
Calculate Related Record Counts |
Clicking this button displays a count of related incidents, problems, known errors, and changes that were opened against this CI. |
User Base |
This field displays a count of the number of users who use the CI. |
System Down |
This field indicates whether the CI is currently operational or has an open incident related to it causing it to be non-operational. When you close the incident for the CI, this action clears the flag. The CI is no longer marked as down. |
Pending Change |
This field indicates whether or not there are any changes pending against this CI. When you close or open a change for the CI, this action sets or clears the flag. |
Allow Subscribe |
This field determines if the CI is available for subscriptions from the Service Catalog. |
Baseline > Baseline |
This field indicates if the CI has an associated baseline and if the CI is in compliance. |
Baseline > |
This field indicates the baseline version that the CI is tracked against. Baseline Versions enable you to have CIs with the same baseline configuration but slight differences. You can have several versions of that baseline, or if you have updates for a new version of a software installed, then you can select a specific version of a baseline for a CI. |
Managed State |
This section lists the expected values of CI attributes. All changes to fields in the Managed State section require a Change Management record. See the Managed State subsections table for the Managed State subsection field descriptions. |
Actual State |
This section lists the actual values of CI attributes if the Service Manager system has an integration to Universal CMDB. It shows the latest discovered information from the UCMDB or its sources. |
CI Changes > Pending Attribute Changes |
This field lists the attributes that are waiting to be changed through a Change Management record or changes requested through an Unplanned Change (requires an Universal CMDB integration). The data in this field can only be modified through Change Management. Each CI has a set of managed attributes that can be changed through Change Management. |
CI Changes > Historic Attribute Changes |
This field lists the attributes that are have already been changed through a Change Management record or changes requested through an Unplanned Change (requires an Universal CMDB integration). |
Relationships > Upstream Relationships > |
This field shows information about which upstream CIs are dependent on the selected CI. Upstream CIs depend on the current CI. For example, the upstream E-mail service depends on the downstream E-mail server, the network, and your E-mail program. |
Relationships > Upstream Relationships > Add |
This option links to the add a new CI relationship record that enables you to add a new upstream relationship to this CI. |
Relationships > Upstream Relationships > |
This option provides different views of upstream CI relationships for the specified CI.
To view ALL/Logical/Physical upstream relationships of the specified CI, select an option in the View Relationship Type field and then click Filter. A list of CI relationship records displays. Click Cancel in a CI relationship record to return to the specified CI. |
Relationships > |
This option shows the CIs that have a downstream dependency on this CI. For example, the upstream E-mail service depends on the downstream E-mail server, the network, and your E-mail program. |
Relationships > |
This option links to the add a new CI relationship record that enables you to add a new downstream relationship to this CI. |
Relationships > Downstream Relationships > |
This option provides different views of downstream CI relationships for the specified CI.
To view ALL/Logical/Physical downstream relationships of the specified CI, select an option in the View Relationship Type field and then click Filter. A list of CI relationship records displays. Click Cancel in a CI relationship record to return to the specified CI. |
Relationship Graph |
This section displays a graphical representation of the upstream and downstream relationships for the CI. |
Software > |
This section displays information about the software and drivers installed on the CI. For example, a PC might list Microsoft Office and Adobe Reader along with the version, install date, and license ID for each. An Administrator enters this data using the Managed Software menu. |
CI Owner > |
This field displays the CI owner who is the person assigned the CI and uses it on a day-to-day basis. Support contacts are secondary contacts who may have access to the CI. For example, a subscriber would be a department for a printer, but the users would be all the people who use the printer to print. The CI owner is the person who is responsible for the printer, such as the department manager. |
Subscribers > |
This is a system-generated section that shows all the subscriptions (people or departments) made against the CI, and the status of the subscription. Example: People and departments can subscribe to Services or CIs. When looking at an interaction, the Service Desk Agent views a list of all the CIs the caller is subscribed to, and their current status. |
Location > |
This section describes the physical location of the CI and may include information such as special access requirements (for example, you may require badge access or you may need to be accompanied by authorized personnel in some locations). For example, the location information might contain, Australia, Home Site, main building, second floor, room 3. |
Vendor > |
This section provides Vendor Information and Contract and Response Information about the CI for support and maintenance. When the user enters the vendor name, the system automatically provides the additional details. |
Audit > |
These fields display auditing information and are only enabled for those users who have the capability to audit CIs. The user role is Configuration Auditor. |
Metrics > |
This section displays information related to the SLA and SLO availability data for the CI. |
Financial > |
This section displays information for the service contracts, parts, labor, and expenses for the CI. |
Attachments |
This section displays the Filename and Size of each attachment of the CI record. Users can add new attachments using the Add File button and remove any existing attachments by clicking the remove links. |