Technical Service Offering by Dynamic CI Group related to CI's

Ed Laar1 · ‎12-16-2020

Hi all,

In CSDM3.0 we can relate a Technical Service Offering to a Dynamic CI group. In such CMDB group reside CI's. My expectation is that a TSO related to a Dynamic CI group should be visible from the involved CI's.

Unfortunately: that's not the case or I do something wrong.

An other question: I like to use the TSO related to the CI's to determine the ticket solver group and the OLA of the TSO. Does anybody know if this works in an OOB instance?

Many thanks for reply's,

Ed

Alex_Dundon1 · ‎12-17-2020

Hey Ed,

I think you are on the right track here, but the TSO is just like the BSO except in the scope of the service. For example, Technical Service Offerings are typically things like Windows Hosting - Gold Level, Local Area Network - AMEA or End User Computing - Executive level. There may or may not be Application Services that are consumed by the Technical Service Offering. There are however infrastructure CI's like servers, switches or specific computers that help provide that Technical Service Offering.

In the end, it really depends on the specific CI that is having the issue (it can be an infrastructure item, or Application Service). The routing of the ticket for support is based on the Configuration Item's Support Group or Assignment Group. The commitment to return the CI to working order is based on the specific Service Offering that is being impacted.

Hope that helps!

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Barry Kant · ‎12-16-2020

Hi Ed,

yes I do.

Not working as expected (meaning the way I expect it).

The way it works is like this:

it makes use of a property:

incident.refresh_impacted.include_affected_cis (ootb = FALSE)

if set to TRUE the in lists the related Dynamic CI Group based on ci assoc (but not beyond) (--> I think it only shows a direct match, so not upstream)

if set to FALSE then it lists the services based on the cmdb_rel_ci table.

I did combine those 2 logics to get exactly what you aim for, but still working on this.

So currently ootb it doesn't work as expected.

Best regards,

Barry

Ed Laar1 · ‎12-17-2020

Hey Barry,

Just tried to set this property to True but it does not answer my question. This property in status=True deals with affected CI's impacted by an INC on a CI to where they are related to.

What I am looking for is that when you have a TSO related to a Dynamic CI group this TSO is not visible on the CI's belonging to that Dynamic CI group. So from CI point of view the TSO is not visible so it looks like if there is no TSO related to that CI.

And in this case we can not the TSO groups or TSO commitments for ticket routing etc. and that's what we really want I think or ......

Perhaps an other property some where....??

Cheers,

Ed

Barry Kant · ‎12-17-2020

Hi Ed,

this part is not working as for this it is needed to:

first lookup the ci_assoc, and take that as input for the cmdb_rel_ci lookup.

So I did combine those 2 logics to get exactly what you aim for.

ootb it doesn't work as expected.

Best regards,

Barry

Ed Laar1 · ‎12-18-2020

Thanks Barry, we gonna look into this.

Next step: How to use the TSO groups and commitments in ticket routing and assignments. I think that should be the ultimate goal.

I also realize that there are more ways to do that. Perhaps the different ways do deal with ticket routing and assignment should be incorporated into the CSDM Crawl, Walk, Run and Fly stages.

Any idea's about this?

Grtz,

Ed