Hello,
Driving incident categorization off of CI Class or Configuration Item dependent needs fairly robust CMDB setup. But the benefits of it could be reducing complexity of manual categorization of tier 1 and tier 2. Also, this helps in reducing manual assignments, as we have capability in using Support Group as we anyway using the categorization model.
Yet, you need a live sync kind of integration to keep CMDB up to date either by Discovery, SCCM or any other of your interest.
The plan would look something like this, as we did it recently:
1. You can load the Category, Subcategory values using Import Sets or create manually on the incident form level. Keep a track of 'Names' within the choices (not Labels), these names will be used at cmdb_ci Category and Subcategory values.
You can locate these category and subcategory in cmdb_ci parent table, which holds true for all classes within cmdb_ci using the Configuration Item as a field. This can be found on Dictionary (sys_dictionary) table > look for Category and Subcategory with table as cmdb_ci as shown below.
3. Populate all Configuration Items with Category, Subcategory and Support Group values based on your conditions for each CI Class, which can be done again via an Import Set level, yet here you may need advanced script for mapping based on CI Class.
The basic cmdb_ci form for each class (here cmdb_ci_spkg class) looks like this with three values populated using Transform Maps process - Category, Subcategory and Support Group:
4. Finally, to populate these values on Incident form you must write a Script Include at server side to retrieve cmdb_ci values with Glide Ajax on client side to query and populate values with onChange Client Script. Details I can share if required.
Thank you, this may give some insights for you.
Regards, Akash
