How to register a specific CI in SOW

[nagaryu]

Thank you for your help. I am currently learning about CMDB and Service Operations Workspace (SOW).

In SOW > List > Default Lists > CMDB, categories such as Applications, Servers, and Devices are displayed.
For example, when I open [Devices], CIs with Classes Mass Storage Device, IP Phone, and Printer are displayed.
When I press the [New] button in the upper right corner of the screen, a new registration form for [Communication Device] is displayed.
However, if I want to register a new Printer, this method does not display the registration form.

So, when I pressed the Filter icon, it said [Class is Communication Device] or [Class is Display Hardware] or... , so I tried deleting [Communication Device] and pressing Run, then pressing the [New] button, and the new registration form for [Display Hardware] was displayed.
From the above behavior, I guess that the new registration form is probably displayed with the contents of the Value (Class) displayed first in Filter Conditions.

So here are my questions.

1. Is the above guess correct?

2. If I want to register a Printer, what is the best practice method?
For example, I am considering the following methods.

- Change Filter Conditions to only "Class is Printer" and then press the New button.

- Manually create a category called "Printer" in Default Lists, set its Filter Conditions to "Class is Printer", and then press the New button in that state.

- Without using SOW, open Configuration > Base Items > Printers on the normal Next Experience screen and press the New button.

Furthermore, since this operation will not be performed by me personally, but by multiple customers, I hope that it will be as simple as possible.
Thank you for your confirmation.

[Shivalika · Accepted solution]

Hi @nagaryu 

Yes your guess is correct. Obviously the form opens as per class. And this behavior is also in normal system without any workspace. You go to any "particular CI class" press  "New" button - what you will be getting is a form respective to that class. 

So the same is in SOW. 

As you mentioned that it will be used by multiple customers, I would suggest keeping things simple and making them use Configuration Item outside of SOW if they are not as proficient there. 

Because let's be practical and consider future occurrences, not everything in SOW and CMDB is same to same. So you will be drowned in a lot of modifications in the form and list view even if these customers get used to SOW and start using it. Of course there will be demands and enhancements. 

And going by UI builder everytime to modify every little thing will become an hassle over a period of time, and how many things can you customise?

So, I feel with all the aspects in consideration, you should go for simple configuration and new. 

Kindly mark my answer as helpful and accept solution if it helped you in anyway. This will help me be recognized for the efforts and also move this questions from unsolved to solved bucket. 

Regards,

Shivalika 

My LinkedIn - https://www.linkedin.com/in/shivalika-gupta-540346194

My youtube - https://youtube.com/playlist?list=PLsHuNzTdkE5Cn4PyS7HdV0Vg8JsfdgQlA&si=0WynLcOwNeEISQCY

[Shivalika · Accepted solution]

Hi @nagaryu 

Yes your guess is correct. Obviously the form opens as per class. And this behavior is also in normal system without any workspace. You go to any "particular CI class" press  "New" button - what you will be getting is a form respective to that class. 

So the same is in SOW. 

As you mentioned that it will be used by multiple customers, I would suggest keeping things simple and making them use Configuration Item outside of SOW if they are not as proficient there. 

Because let's be practical and consider future occurrences, not everything in SOW and CMDB is same to same. So you will be drowned in a lot of modifications in the form and list view even if these customers get used to SOW and start using it. Of course there will be demands and enhancements. 

And going by UI builder everytime to modify every little thing will become an hassle over a period of time, and how many things can you customise?

So, I feel with all the aspects in consideration, you should go for simple configuration and new. 

Kindly mark my answer as helpful and accept solution if it helped you in anyway. This will help me be recognized for the efforts and also move this questions from unsolved to solved bucket. 

Regards,

Shivalika 

My LinkedIn - https://www.linkedin.com/in/shivalika-gupta-540346194

My youtube - https://youtube.com/playlist?list=PLsHuNzTdkE5Cn4PyS7HdV0Vg8JsfdgQlA&si=0WynLcOwNeEISQCY

[nagaryu]

Thank you for your reply.

I see, so if you think about the future, it's not a good idea to continue customizing with SOW. Thank you for your advice.

[Dr Atul G- LNG · Accepted solution]

Hi @nagaryu 

Agree, avoid adding technical debt. If you just want to create a simple record, it's better to go in the native view and add it quickly.

[Dr Atul G- LNG]

Hope my answers helped you.