1.39 Items

Configuration Items within the system are referred to as Items. Items have multiple connections with other elements throughout the application, these may include Customers, Organizational Units and Service Level Agreements. The table below outlines how Items interact with other system elements:

Element

Relationship

Customers

Each Item must be assigned to one or more Customers who are the Owners of the Item. This Customer may be Everyone, making the Item a Global Item. Only Item Owners are able to raise requests against an Item. See Creating Items.

Service Level Agreements (SLAs)

Service Level Agreements can be linked as follows:

  • Per Item

  • Per Customer

  • Per Request

  • Per Organizational Unit.

Teams

Within Item Types, Default Teams are assigned to Items. When requests are raised for an Item, they will be assigned to the Default Team.

Technicians

Technicians can be associated with Skills based on Items, Item Types and Classifications. When a request is raised with the combination of Item Type and issue Classification, it is assigned to that Technician. SeeClassification Tab.

Outages

Where states in the Lifecycle of an Item Type are defined as Off-line, when an Item is in an Off-line state, it will appear in the Outages page. See Categories LifeCycle.

An Item record consists of the following attributes:

Options available within the Items screen include:

  • New - Create an Item

  • Search - Search for an Item

  • Bulk - Allows the User to update details of multiple Items in a single screen.

  • Create Quick Request - Allows users to create requests using one or more items.

    To create a request, select one or more items, and then click Create Request. The Create Quick Request page will be displayed.

Filter views that are available within the Configuration>Items screen include:

Filter

Relationship

All Items

All Items stored within the CMDB, regardless of the assigned Lifecycle State.

Hardware Catalog

All Items that use the Hardware Category Template stored within the CMDB, regardless of the assigned Lifecycle State.

Service Catalog

All Items that use the Service Category Template stored within the CMDB that are in an active Lifecycle State.

Service Pipeline

All Items that use the Service Category Template stored within the CMDB that are assigned a Pre-production Lifecycle State.

Service Portfolio

All Items that use the Service Category Template stored within the CMDB, regardless of the assigned Lifecycle State.

Software Catalog

All Items that use the Software Category Template stored within the CMDB, regardless of the assigned Lifecycle State.

1.39.1 View an Item

Within the Item sub-menu option, Users can view a list of Items created within the system. To view the details of an Item, select the Item Number hyperlink and the Item Information screen is displayed. The Item Information screen includes tabs for the following information:

  • Attribute details

  • Relevant costs

  • Requests created against the Item

  • Relationships associated with the Item

  • Planned Outages associated with the Item..