How to let user choose CI in Virtual Agent

[Hervi]

Hi All,

My requirement is I want to take CI as input from user in VA so that according I can present the user some information. But currently since there are many records in CMDB table, it takes 10 minutes to load the list which is not ideal way as there is performance issue. Is there any optimal way if anyone has configured something similar in their orgs.

[Sujatha V M]

@Hervi  I have also faced the same performance issue when tried to pull the CI records. I was able to achieve it and overcome the performance issue. 

- Extract the "Class' of the CI records and opt them to select it. 

- List the CI records based on the CI Class

- Optional, to list the Serial number or other details for verification. 

- Provide a summary of the selected details and get it confirmed?

Note: Records are accessible only by the ITIL users as the table holds ACL. Make sure the topic is accessible only to ITIL users. Ideally it should not be available or a good practice to display all the records to end users. 

[Hervi]

Thanks for your reply. We also have a constraint that many users may not be aware of CI class then in that case above solution may not be suitable. 

[Sujatha V M]

Alright! May I know the use case for loading the complete CI records?

If its regarding user asset related, then you may auto-populate only the computer class so that they can search based on CI name.

[Hervi]

Use case - we want to populate change calendar to user through VA if he checks for a particular CI for a particular duration.