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Can you change the behavior in Service Manager where when a CI is created it will populate the Asset/CI fields based on its class?

  • 1.  Can you change the behavior in Service Manager where when a CI is created it will populate the Asset/CI fields based on its class?

    Posted 11-14-2016 11:12 AM

    By Default when a configuration item is created it will create it as a CI regardless of its class.  Is there any way to change the behavior so that upon creation it will change this property based on its class?



  • 2.  Re: Can you change the behavior in Service Manager where when a CI is created it will populate the Asset/CI fields based on its class?

    Posted 11-14-2016 03:32 PM

    Hi Daphine, are you creating CIs using the Service Desk Manager interface? OR via another application within service management?  If you are using the Service Desk interface, by default, CMDB manages CIs and not assets.  Assets would be managed via ITAM/APM.  SO typically, you would not create assets via CMDB/Service Desk.  This falls under the ITIL standards really.

    Hope this helps a lil - let us know.

    Jon I.



  • 3.  Re: Can you change the behavior in Service Manager where when a CI is created it will populate the Asset/CI fields based on its class?

    Posted 11-16-2016 10:36 AM

    Hi Jon,  yes assets are being created manually within CA Service Manager.   Our organization currently does not have ITAM/APM in our suite of CA Products.  However, my question has yet to be answered.  By default when a CI is created in Service Manager it is labeled an CI unless you change the CI flag to No and the Asset flag to yes.  My question is this:  Is there a way where Service Manager will look at the class and then flag it as a CI or an asset on creation?  For example, a Service Desk Representative gets a call and logs a ticket for an issue with a laptop/desktop/printer (known assets) however the device is not found so they create a CI for the device, during the creation is there a way that Service Manager can read the class and flag it as an asset as opposed to automatically creating it as a CI?  



  • 4.  Re: Can you change the behavior in Service Manager where when a CI is created it will populate the Asset/CI fields based on its class?

    Broadcom Employee
    Posted 11-16-2016 10:49 PM

    Hi Daphine,

     

    Creating CI's or Assets manually on the fly is not ideal practice, as duplications and inconsistencies are likely to creep in to the data - due to people applying inconsistent naming standards, misreading and mistyping attributes and so on. Many of the fields become inaccessible in SDM when you flag a CI as an Asset. And once you flag a CI as an Asset you can't easily change it back if is incorrectly classified.

     

    Getting back to your original request, a CI Class don't have an Asset or CI flag associated with it.  You might be better to enter the item in an asset register and import the asset details into SDM on a regular basis (or import their identifiers and add an MDR that points to your asset register), or add a step to the process of raising a ticket that says 'raise a request for a new asset to be registered' so that it can be done in an orderly fashion, capturing all the relevant and useful details such as vendor, model, acquisition date, warranty status and so on.

     

    Hope that helps :-)

    Regards,

    James