Capture information on affected configuration items in ITSM Agent Workspace

Capture information on affected configuration items (CIs), with type as asset, in an incident to keep a record of the updated, repaired, swapped, or retired configuration items.

Before you begin

Role required: itil or admin

Activate the Hardware Asset Management Professional plugin (com.sn_hamp).

About this task

By keeping track of the assets, you can tell where the assets are located, how they are used, and when changes were made to them. This information helps you to monitor and manage your company using a systematic approach.

If you are not the caller of the incident and have a CI value in the affected CIs list, it is mandatory to provide information on the CI before changing the state of the incident to Resolved.

You can enter CI information either from the Affected CIs related list. You need to manually add the Asset Action and the Swapped CI fields in the related list. To know how to add related lists, refer Add field or related list to a workspace form.

Procedure

1. Navigate to All > Incident > Open.
2. Open an incident.
3. Navigate to the Affected CIs related list before resolving the incident.
4. Open the affected CI.
5. On the form, fill in the fields.

   Table 1. Information on CIs Affected form

   Field	Description
   Asset Action	Information on whether a CI is updated or repaired, swapped with another CI, or retired from the system. The options available are: No action, Update/Repair, Swap, and Retire. Note: If you swap or retire a CI, the sn_hamp_asset.swap or sn_hamp_asset.retire events are generated respectively.
   Swapped CI	Information on the new CI that is swapped with the existing CI. Note: This field appears only when you select the value of the Asset Action field as Swap. The CI values available for swapped CI are the ones with asset CI class as hardware.

6. Click Save.
   The record is saved and the information about CI is stored in the [task_ci] table.