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    Home Madrid IT Service Management IT Service Management Incident Management Working on incidents Use a dependency view to locate affected CIs

    Use a dependency view to locate affected CIs

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    Use a dependency view to locate affected CIs

    The service desk can use dependency views to identify CIs that are affected due to a configuration item that has caused an incident.

    Before you begin

    Role required: Itil, itil_admin, or admin

    About this task

    Often, an incident is related to one or more specific configuration items (CIs). If the configuration management database (CMDB) is populated, the CI records hold valuable information to help resolve incidents. You can associate configuration items to an incident to see how the incident affects dependent CIs.

    Procedure

    1. In the Incident form, complete one or both of the following steps to associate CIs.
      To use theDo the following
      Configuration item reference field Click the lookup icon beside the field and select the CI.
      Affected CIs related list Click Edit at the top of the list. Select the CI to associate, and click Save.

      If necessary, the administrator can configure the form to display the Affected CIs related list.

      Use the Configuration Item field when a single CI is the cause of the incident, and the Affected CI's related list when multiple CIs are affected by the incident.
      For example, suppose a load-balancer in a datacenter is no longer operational. The Configuration Item field lists the specific server which is out of memory. The Affected CI related list contains the load-balancer, the datacenter, the servers that depend on the load-balancer, and business services that are impacted by the missing server.
    2. To see more information, click the dependency views icon (Dependency views map icon) beside the Configuration item field.
      The Dependency Views map opens in a new tab or window.
    3. To see items that this CI affects, click the down arrow and select View Affected CIs.
      view affected CIs
      The CIs Affected list opens in a new tab or window.
    4. To add another affected CI to the incident, click the down arrow beside the CI and click Add Affected CI(s).
      The selected CI is added to the incident.
    Related tasks
    • Create an incident
    • Assign and update incidents
    • Create task record from incident
    • Copy an incident or create a child incident
    • Create a request from an incident
    • Create a knowledge article from an incident
    • Configure Slack for a communication task
    • Send message from an Incident to Slack
    Related concepts
    • Incident resolution and closure
    • Domain separation in Incident Management
    Related topics
    • Dependency Views map

    Tags:

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      Use a dependency view to locate affected CIs

      • Save as PDF Selected topic Topic & subtopics All topics in contents
      • Unsubscribe Log in to subscribe to topics and get notified when content changes.
      • Share this page

      Use a dependency view to locate affected CIs

      The service desk can use dependency views to identify CIs that are affected due to a configuration item that has caused an incident.

      Before you begin

      Role required: Itil, itil_admin, or admin

      About this task

      Often, an incident is related to one or more specific configuration items (CIs). If the configuration management database (CMDB) is populated, the CI records hold valuable information to help resolve incidents. You can associate configuration items to an incident to see how the incident affects dependent CIs.

      Procedure

      1. In the Incident form, complete one or both of the following steps to associate CIs.
        To use theDo the following
        Configuration item reference field Click the lookup icon beside the field and select the CI.
        Affected CIs related list Click Edit at the top of the list. Select the CI to associate, and click Save.

        If necessary, the administrator can configure the form to display the Affected CIs related list.

        Use the Configuration Item field when a single CI is the cause of the incident, and the Affected CI's related list when multiple CIs are affected by the incident.
        For example, suppose a load-balancer in a datacenter is no longer operational. The Configuration Item field lists the specific server which is out of memory. The Affected CI related list contains the load-balancer, the datacenter, the servers that depend on the load-balancer, and business services that are impacted by the missing server.
      2. To see more information, click the dependency views icon (Dependency views map icon) beside the Configuration item field.
        The Dependency Views map opens in a new tab or window.
      3. To see items that this CI affects, click the down arrow and select View Affected CIs.
        view affected CIs
        The CIs Affected list opens in a new tab or window.
      4. To add another affected CI to the incident, click the down arrow beside the CI and click Add Affected CI(s).
        The selected CI is added to the incident.
      Related tasks
      • Create an incident
      • Assign and update incidents
      • Create task record from incident
      • Copy an incident or create a child incident
      • Create a request from an incident
      • Create a knowledge article from an incident
      • Configure Slack for a communication task
      • Send message from an Incident to Slack
      Related concepts
      • Incident resolution and closure
      • Domain separation in Incident Management
      Related topics
      • Dependency Views map

      Tags:

      Feedback

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