Capture information on affected configuration items in an incident
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- UpdatedAug 1, 2024
- 3 minutes to read
- Xanadu
- Incident Management
Capture information on affected configuration items (CIs), with type as asset, in an incident to keep a record of the updated, repaired, swapped, or retired configuration items.
Before you begin
Role required: itil or admin
Activate the Hardware Asset Management Professional plugin (com.sn_hamp).
About this task
You can tell where the assets are located, by keeping track of the assets, how they are used, and when changes were made to them. This information helps you to monitor and manage the assets in your company using a systematic approach.
If you are not the caller of the incident and have a CI value in the affected CIs list, it is mandatory to provide information on the CI before changing the state of the incident to Resolved.
Where | How |
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Related list |
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- The incident state is updated as Resolved by the caller even if the Asset Action is populated.
- The incident is directly moved to Closed state.
Procedure