Hi Mary:
I see what you are getting at.
If you have built the relationships in the CMDB correctly,
when you go and fill in the Incident Customer information
(on the Customer Tab of the Incident and press <CR>), the
list of related configuration items should automatically
appear in the table field called "Customer's CIs". You can
then relate this incident to this CI by clicking the row
in the table field and then the "RELATE" button. It then
puts this CI in the table under the Relationship Tab.
This is in the Incident Management Users guide, whenever
you get to that document.
Terry
On Wed, 24 Jan 2007 14:15:18 -0600
Mary Dollus <[EMAIL PROTECTED]> wrote:
Hi Terry,
Thanks for answering,,, Yep I have been reading and
reading and reading as
well.
Even through all the reading tho, I can't find where it
fits into the
Incident Management form and how to relate the CI's
except for one at a time
thru the Relationship tab,,,,
Back to reading again tonight,,,:)
Thanks!!!!!
-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Terry Bootsma
Sent: Wednesday, January 24, 2007 11:41 AM
To: arslist@ARSLIST.ORG
Subject: Re: CMDB 2.0 and Incident Management
Aha...
So you have determined this as well? Well, the only way
that I have determined how to do this is via reading all
(and I mean ALL) documentation on Service desk and CMDB
(many PDF manuals) and through filter/active link logs.
The Incident management portion of Service Desk uses a
subset of classes (AST:blah blah) that are stored in the
CMDB. These forms can be found via your Admin tool.
Relationships between people (CTM:People) and Assets
(AST:blah blah) are created through the form
AST:AssetPeople (the Person Role attribute needs to be
set
to "Used By"). You submit an entry into this form that
relates the Asset to the Person, including attributes
such
as AssetInstanceId in the CMDB. I've been able to get
assets to import into the CMDB classes (some sub-classed
as well) using the import tool via CSV files along with
some custom code to build the relationships between
assets
and people. Along with this, I build product catalog
entries (and Model Versions) on the fly through workflow
vs. having to manually create them via the Product
Catalog
setup screen, which can be time consuming depending upon
the number of assets and their types that you are
importing). B.T.W, I'm on Service Desk 7.0.2 patch 003
and CMDB 2.0.1 Patch 002.
Terry
On Wed, 24 Jan 2007 11:25:58 -0600
Mary Dollus <[EMAIL PROTECTED]> wrote:
Morning all,
I took the CMDB 2.0 Best Practices class; however I am
still confused as to
how it all works in relationship to Incident Management
application?
Is there any documentation that shows/tells/explains all
this? The class
did not go into any of this detail. Like how to relate
a person in
CTM:People with the CI's from CMDB... etc. :)
Something that shows how it all comes together in the
Remedy applications?
The current project I'm on does not use Asset
Management; only Incident
Management (initially) and will be bringing Problem and
Change into it in
the next phase.
Any direction that helps lead to further understanding
of the CMDB would be
great!!! :) Any info at all is awesome,,,, :D
Thanks in advance (a ton!),
Mary Dollus
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