Support group population with CSDM

praswethas · 3 weeks ago

We are trying to populate the support group according to CSDM guidelines and here is the path we used but support group is not populating after CSDM data sync scheduled job, Is anyone followed this below path to populate support group when it is empty. I could not find any field to add Dynamic CI group to the service offering (Technical Service offering). Is this being the mistake for not seeing the support group or did we not add the dynamic group to correct TSO

CMDB Group

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Dynamic CI Group

↓

Technology Management Service

↓

Technical Service Offering (TSO) (created downstream relationship manually between TSO and Dynamic CI group)

↓

Support Group

↓

CSDM Data Sync

↓

Windows Server CIs

Vikram Reddy · 3 weeks ago

Hey @praswethas,

The chain you diagrammed is basically right, but the relationship type and direction between the Technical Service Offering and the Dynamic CI Group is where this usually breaks. And no, there's no field for it on the TSO form on purpose, it's a CI relationship record, not an attribute, so you're not missing a form field.

Relationship type: current CSDM guidance wants Contains::Contained by running from the TSO down to the Dynamic CI Group. Older instances and some legacy docs use Managed by::Manages instead, so confirm which one your version's CSDM Data Sync actually keys off before assuming the relationship is wired correctly.
Direction: the TSO has to be the parent, Contains, and the Dynamic CI Group the child, Contained by. Reverse it and nothing propagates even though the relationship exists.
Support group on the TSO itself: the sync only pushes down what's already populated on the TSO record. Empty Support group, Change group, or Managed by group on the TSO means there's nothing to send.
Service Classification: check that the offering is actually set to Service Classification = Technical Service on service_offering. Naming it "TSO" doesn't make it one for sync purposes.
Group membership: the Windows Server CIs need to actually satisfy the Dynamic CI Group's query at the moment the job runs, not just historically.

Also run CSDM Data Sync manually with Execute Now instead of waiting on the nightly job, and check the execution log for errors, there's a known issue on some instances where this scheduled job silently fails to run.

Thank you,
Vikram Karety
Octigo Solutions INC

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praswethas · 2 weeks ago

We have been receiving questions from platform teams regarding the purpose of populating the Support Group field in the CMDB as part of our CSDM alignment initiative. Their concern is that Incident Management and Change Management processes already utilize Assignment Groups for ticket ownership and routing, raising the question of why an additional Support Group attribute is required within the CMDB.