Idea Details

Allow adding Multiple CIs to a Request

Last activity 06-13-2019 09:50 AM
Anon Anon's profile image
09-05-2013 11:39 AM

Often multiple items (CIs) are requested at the same time, yet the Service Desk Manager Request form allows only a single CI to be entered.

 

Currently Requests, Incidents, and Problems share the same intial OOTB form base and store in the same database table.  Change Orders use a different form and store in another database table.  Using a ITIL processes Incidents are based on a single CI and may be related to a Problem for Root Cause Analysis.  Requests on the other hand are not related to Incidents or Problems.  Requests may be processed individually or may require a formal change via the Change Order form.  The problem with this flow is that, although the Change Order form allows multiple CIs, the Request form does not.  Just like requests in other industries, users may request one ore more items during the request, thus the the Request form needs to have the ablility to associate multiple CIs.  Example, user is requesting, a phone and a PC, a baseline computer and two software CIs for installation, two applications to be updated/enhanced, etc.


Comments

07-18-2017 06:10 PM

This idea is being Wish-Listed for potential inclusion in a future release.

 

Before this idea moves to the next stage (Currently Planned or Not Planned), I would like to invite community members to please provide additional input and/or vote. Please note that Wish-listed ideas are selected for inclusion in a release based on multiple factors including - number of votes from community members, alignment of idea with a release's themes and goals, complexities and risks involved in implementing the idea, so a timeframe for availability of the idea as a product feature/functionality cannot be provided. Additionally, the implementation of your idea may not be exactly as requested and/or may be delivered in a new user experience. 

07-04-2017 09:32 PM

Thanks Brian- It would be awesome if CA can add this-- even if it's an engineering special at first for the few of us here to try out.  We are really concerned about doing too many customizations, as we have 2 on-staff resources and they are helping us to expand the use of Service Catalog.

07-04-2017 07:55 AM

In my view this should be an easy one to add to the Incident\Request\Problem functionality considering we already have the same code working on Change Orders.

07-03-2017 09:56 AM

This is also a requirement for our business as well-- enough that we are being told that it's a show stopper.  We are required to report all incidents impacting key systems to our key government-based partners or we face serious financial penalties if we miss something or miscalculate SLA compliance.  If we have a single infrastructure component go down (say a load balancer, power supply in data center, or storage device) it will only be one CI, but will likely cause a cascade of outages that may or may not be reflected in the CMDB-- and even if it did, we would have to show the full impact inside the incident without drilling down into Visualizer and clicking through multiple forms and records.  We need to track the infrastructure CI but also all impacted system and enterprise service CIs which may come from multiple families and classes.  We are currently not able to do this at all in CA and have to maintain a separate SharePoint site, which doesn't link to CMDB or have any data validation.  This is a serious gap in CA functionality that is offered by both SN and BMC's tools (see links below).  Service Now is making this a focal point of their already aggressive marketing plan and is making inroads within management at many levels.  BMC has just reached out and is also playing up this gap. 

https://docs.servicenow.com/bundle/helsinki-it-service-management/page/product/incident-management/concept/c_AttachConfigItemsToIncident.html

 

BMC: https://docs.bmc.com/docs/display/public/itsm91/Configuring+relationship+settings+for+incident+management+templates

06-29-2017 11:20 AM

This functionality is a requirement for our business.  Often a major incident can span multiple systems, we use a custom CI tab to associate multiple CIs and send out notifications to CI contacts.

 

Plus this functionality is available on ServiceNow, so it must be a good idea!

06-29-2017 11:09 AM

wayne.robinson - Thank you for submitting this idea. The product team is reviewing this idea and is looking for additional input from other community members.

 

Community Members: If you agree that this is a good idea, please vote and add comments with details about your requirements.

 

08-04-2016 05:59 PM

Hi Brian_Mathato & wayne.robinson,

 

I created a document a few months ago describing how to implement this in SDM versoin 14.1.02.  If you have a prior version you can use a text comparison tool to see what changes need to be ported to earlier versions of the forms.

Multiple CIs on Request / Incident / Problem (CR to NR lrel/brel)

 

Edit: oops I didn't realize this was from 2 years ago.   Hopefully it's still helpful.

06-23-2014 03:23 AM

Hi Wayne,

 

Thanks for your examples. Since OOTB the relationship between CI and Requested is 1-to-1 (SREL), your only option is to created your own form based on the CO one and customize the relationship to 1-to-many (LREL or BREL).

 

Do come back to us and let us know if you were able to achieve this. It will be good to share with the community.

 

Regards,

Brian

06-19-2014 11:21 AM

Brian,

The request examples can be numerous... here are a few examples:

  1. User would like access to more than one service or application
  2. Manager is requesting to onboard a new employee with all the access and installations required.
  3. Customer would like to request the same enhancement to mutiple services or apps (say, add company logo).
    1. Eventually this would likely generate Change Orders for approval and processing.

BTW - We are considering creating our own "Request" form based on the CO form so we can process requests without the CA Catalog.

06-19-2014 01:46 AM

Hi Wayne,

 

Unfortunately Requests do not currently support multiple CIs. What do you mean with "multiple CIs are requested at the same time"? Is this not a change on the environment, thus a Change Order need for this "request"? I would consider and treat this type of "request" as Change Order. It does allow multiple CIs to be added....just a thought ;-)

 

Kind Regards,

Brian

06-18-2014 06:46 PM

We don't own the CA Service Catalog

05-01-2014 12:25 PM

A consideration may be to have requests done with service offerings in catalog that allow many-to-one CI relationships to be defined and can then connect to a Change Request. Has this been considered?