Associate CIs with Problem

  • 릴리스 버전: Australia
  • 업데이트 날짜 2026년 03월 12일
  • 소요 시간: 2분

    • Associate multiple affected or impacted configuration items (CIs) to a problem to find out all the CIs that are affected by the same problem.

    시작하기 전에

    Role required: itil, sn_problem_write, admin, problem_admin, problem_coordinator or problem_manager

    이 태스크 정보

    Use the Configuration Item field when there is a single, primary CI that is the cause of the problem and the Affected CIs or the Impacted Services/CIs related list when multiple CIs are affected by the problem.

    프로시저

    1. Navigate to All > Problem > Open.
    2. Open the problem record to which you want to associate CI items.
    3. Perform the following actions:
      표 1. Associate CI items
      Options Procedures
      Configuration item
      1. Click the lookup icon (Lookup icon).
      2. Select configuration item.
        주:
        By default, Service Offering is filtered out and CIs with Principal Class are selected. The Principal Class filter functionality is applicable to the new customers starting the Paris release.
      Affected CIs
      1. Click Add.
      2. Select configuration items.
        주:
        By default, Service Offering is filtered out and CIs with Principal Class are selected. The Principal Class filter functionality is applicable to the new customers starting the Paris release.
        Filter in Affected CIs related list
      3. Click Add Selected.
      Impacted Services/CIs
      1. Click Add.
      2. Select configuration items.
        주:
        By default, Service Offering is filtered out.
      3. Click Add Selected.
      주:
      If the Impacted Services/CIs is not visible on the form, configure the form layout.