Re: CMDB 2.0 and Incident Management
Thanks Terry and Roger, I'll check it out this evening,, I appreciate all the help! Great idea about creating it from the User Console with logging,, that should help a lot! Thanks again,,, Mary -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Terry Bootsma Sent: Thursday, January 25, 2007 8:24 AM To: arslist@ARSLIST.ORG Subject: Re: CMDB 2.0 and Incident Management Mary: I did something a lot easier. I just created the relationship in AST:AssetPeople (by submitting an entry into this form) and this worked just fine. In order to create the relationship, you will need to get some key information from your asset form (AssetInstanceId) and your people form (PeopleGroupInstanceId). This is the information that the Incident Management application is looking for. There is no need to have CTM:People in your CMDB (even a federated link) to provide this capability. The table on the incident management form that displays the customers CIs looks at a join table (AST:AssetPeople_AssetBase) which is a join between AST:AssetPeople and BMC.CORE:BMC_BaseElement. See the email text below (original email) to see how to create entries in AST:AssetPeople. To fully understand how all this works, go to the Incident Management Console, create a CI (with appropriate user priviledges of course), and then relate it to a user. While doing this, turn on your filter logs and watch the various forms that it queries/submits. HTH Terry Terry On Thu, 25 Jan 2007 07:39:08 -0600 Mary Dollus <[EMAIL PROTECTED]> wrote: > Morning Terry,, > > I actually dreamt about CMDB all night,, :( > > Anyway, if I do a federated link to the CTM:People form >to get the people > info into the CMDB, then as long as they have a common >link I'll be able to > create that relationship right? > > Thanks! > Mary > > -Original Message- >From: Action Request System discussion list(ARSList) > [mailto:[EMAIL PROTECTED] On Behalf Of Terry Bootsma > Sent: Wednesday, January 24, 2007 2:35 PM > To: arslist@ARSLIST.ORG > Subject: Re: CMDB 2.0 and Incident Management > > 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 ), >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 >&g
Re: CMDB 2.0 and Incident Management
Mary: I did something a lot easier. I just created the relationship in AST:AssetPeople (by submitting an entry into this form) and this worked just fine. In order to create the relationship, you will need to get some key information from your asset form (AssetInstanceId) and your people form (PeopleGroupInstanceId). This is the information that the Incident Management application is looking for. There is no need to have CTM:People in your CMDB (even a federated link) to provide this capability. The table on the incident management form that displays the customers CIs looks at a join table (AST:AssetPeople_AssetBase) which is a join between AST:AssetPeople and BMC.CORE:BMC_BaseElement. See the email text below (original email) to see how to create entries in AST:AssetPeople. To fully understand how all this works, go to the Incident Management Console, create a CI (with appropriate user priviledges of course), and then relate it to a user. While doing this, turn on your filter logs and watch the various forms that it queries/submits. HTH Terry Terry On Thu, 25 Jan 2007 07:39:08 -0600 Mary Dollus <[EMAIL PROTECTED]> wrote: Morning Terry,, I actually dreamt about CMDB all night,, :( Anyway, if I do a federated link to the CTM:People form to get the people info into the CMDB, then as long as they have a common link I'll be able to create that relationship right? Thanks! Mary -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Terry Bootsma Sent: Wednesday, January 24, 2007 2:35 PM To: arslist@ARSLIST.ORG Subject: Re: CMDB 2.0 and Incident Management 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 ), 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 pha
Re: CMDB 2.0 and Incident Management
It is simpler than that if you want to do automated relationships. If you have the user login for each asset you can create the workflow needed to populate the AST:AssetPeople with the data needed to create a new related user. Please review the data held on the AST:AssetPeople form and I think you will better understand how the relationships are held. -Original Message- From: [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Thu, 25 Jan 2007 8:39 AM Subject: Re: CMDB 2.0 and Incident Management Morning Terry,, I actually dreamt about CMDB all night,, :( Anyway, if I do a federated link to the CTM:People form to get the people info into the CMDB, then as long as they have a common link I'll be able to create that relationship right? Thanks! Mary -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Terry Bootsma Sent: Wednesday, January 24, 2007 2:35 PM To: arslist@ARSLIST.ORG Subject: Re: CMDB 2.0 and Incident Management 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 ), 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 >> >>
Re: CMDB 2.0 and Incident Management
Morning Terry,, I actually dreamt about CMDB all night,, :( Anyway, if I do a federated link to the CTM:People form to get the people info into the CMDB, then as long as they have a common link I'll be able to create that relationship right? Thanks! Mary -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Terry Bootsma Sent: Wednesday, January 24, 2007 2:35 PM To: arslist@ARSLIST.ORG Subject: Re: CMDB 2.0 and Incident Management 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 ), 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 >> >> > > ___ >> UNSUBSCRIBE or access ARSlist Archives at >>www.arslist.org ARSlist:"Where the Answers Are" > > > ___ > UNSUBSCRIBE or access ARSlist Archives at >www.arslist.org ARSlist:"Where the > Answers Are" > > ___ > UNSUBSCRIBE or access ARSlist Archives at >www.arslist.org ARSlist:"Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: CMDB 2.0 and Incident Management
Hi Terry,,, So, if all our relationships are good it will work,,, so like from the movie Field of Dreams,, "build it and they will come"?? :) Ok,,, that's what we were hoping would happen we just need to figure it all out on the CMDB side, get things related properly and it will magically appear in their related CI's :) very cool :) thanks for your help. I understood the relate part already, it was getting it into that table in the first place, from CMDB. I'll read the Inc Mgmt doc again later. BTW, my bad, I forgot to put that we're on ARS 7.0.1 patch 3 and CMDB 2.0.1. Thanks again!! Take care, Mary -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Terry Bootsma Sent: Wednesday, January 24, 2007 2:35 PM To: arslist@ARSLIST.ORG Subject: Re: CMDB 2.0 and Incident Management 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 ), 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 >> >> > ___
Re: CMDB 2.0 and Incident Management
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 ), 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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: CMDB 2.0 and Incident Management
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 > > ___ > UNSUBSCRIBE or access ARSlist Archives at >www.arslist.org ARSlist:"Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: CMDB 2.0 and Incident Management
Roger: You are correct that the CMDB, by itself, does not install AST: forms. However, Service Desk 7.0 (Incident and Problem) installs the AST forms as part of it's install. Asset management includes a whole bunch of other functionality related to assets (lifecycle management, etc.), however, like previous versions of Helpdesk, the Service Desk install DOES install asset forms. Terry On Wed, 24 Jan 2007 13:25:22 -0500 Roger Justice <[EMAIL PROTECTED]> wrote: It appears that you have Asset Management since CMDB stand alone does not inclued the AST: forms. If the system does not have the AST: forms the out of the box workflow is not included. The workflow could be re-created with CMDB forms however a table field to view the relationship is not available to be added. -Original Message- From: [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Wed, 24 Jan 2007 12:40 PM 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 > ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are" Check out the new AOL. Most comprehensive set of free safety and security tools, free access to millions of high-quality videos from across the web, free AOL Mail and more. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: CMDB 2.0 and Incident Management
It appears that you have Asset Management since CMDB stand alone does not inclued the AST: forms. If the system does not have the AST: forms the out of the box workflow is not included. The workflow could be re-created with CMDB forms however a table field to view the relationship is not available to be added. -Original Message- From: [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Wed, 24 Jan 2007 12:40 PM 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 > > ___ > > > UNSUBSCRIBE or access ARSlist Archives at >www.arslist.org ARSlist:"Where the > Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are" Check out the new AOL. Most comprehensive set of free safety and security tools, free access to millions of high-quality videos from across the web, free AOL Mail and more. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: CMDB 2.0 and Incident Management
Oops,, I should say,, we learned how to do the relationships 'within' the CMDB,,, but I'm confused on how to transfer that knowledge into an Incident Management ticket for instance,,, Thanks again! :) -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mary Dollus Sent: Wednesday, January 24, 2007 11:26 AM To: arslist@ARSLIST.ORG Subject: CMDB 2.0 and Incident Management 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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
CMDB 2.0 and Incident Management
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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
