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3 weeks ago
After creating the Technology Management Services to establish the relationship between servers and business applications, we started experiencing an issue with the Impacted Service field on Incident records.
When a Configuration Item (CI) is selected on an Incident, the Impacted Service field is automatically populated with a Dynamic CI group we have created for some other purpose and it has relationship with service offering and technology management service that does not appear to be related to the selected CI.
We would like to understand how the system determines the value for the Impacted Service field. Is it being populated based on a specific relationship, business rule, service mapping logic, or some other configuration? Additionally, where can we check the underlying logic to verify why a particular Technology Management Service is being selected when a CI is chosen?
Solved! Go to Solution.
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2 weeks ago - last edited 2 weeks ago
Hi @praswethas ,
Did you have the relationships setup to align with CSDM? If so you would have the linkage between Technical Management Service -> Technical Service Offering->Dynamic CI Group->CIs (such as servers).
When these are set up, you would get the following under Impacted Service tab in the incident form once it is populated with a CI:
Dynamic CI Group
Technical Service Offering
Technical Management Service
Hope this helps.
Cheers.
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Friday
Hi @praswethas
You have posted a near identical question on a separate thread. I have answered you there.
I strongly recommend you read the CSDM 5 white paper and especially the diagram of CSDM, the table names and the relationship types.
