Hi Terry,,, So, if all our relationships are good it will work,,, so like from the movie Field of Dreams,, "build it and they will come"?? :)
Ok,,, that's what we were hoping would happen we just need to figure it all out on the CMDB side, get things related properly and it will magically appear in their related CI's :) very cool :) thanks for your help. I understood the relate part already, it was getting it into that table in the first place, from CMDB. I'll read the Inc Mgmt doc again later. BTW, my bad, I forgot to put that we're on ARS 7.0.1 patch 3 and CMDB 2.0.1. Thanks again!! Take care, Mary -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Terry Bootsma Sent: Wednesday, January 24, 2007 2:35 PM To: [email protected] Subject: Re: CMDB 2.0 and Incident Management Hi Mary: I see what you are getting at. If you have built the relationships in the CMDB correctly, when you go and fill in the Incident Customer information (on the Customer Tab of the Incident and press <CR>), the list of related configuration items should automatically appear in the table field called "Customer's CIs". You can then relate this incident to this CI by clicking the row in the table field and then the "RELATE" button. It then puts this CI in the table under the Relationship Tab. This is in the Incident Management Users guide, whenever you get to that document. Terry On Wed, 24 Jan 2007 14:15:18 -0600 Mary Dollus <[EMAIL PROTECTED]> wrote: > Hi Terry, > > Thanks for answering,,, Yep I have been reading and >reading and reading as > well. > > Even through all the reading tho, I can't find where it >fits into the > Incident Management form and how to relate the CI's >except for one at a time > thru the Relationship tab,,,, > > Back to reading again tonight,,,:) > > Thanks!!!!! > > -----Original Message----- >From: Action Request System discussion list(ARSList) > [mailto:[EMAIL PROTECTED] On Behalf Of Terry Bootsma > Sent: Wednesday, January 24, 2007 11:41 AM > To: [email protected] > Subject: Re: CMDB 2.0 and Incident Management > > Aha... > > So you have determined this as well? Well, the only way > that I have determined how to do this is via reading all > (and I mean ALL) documentation on Service desk and CMDB > (many PDF manuals) and through filter/active link logs. > > The Incident management portion of Service Desk uses a > subset of classes (AST:blah blah) that are stored in the > CMDB. These forms can be found via your Admin tool. > Relationships between people (CTM:People) and Assets > (AST:blah blah) are created through the form > AST:AssetPeople (the Person Role attribute needs to be >set > to "Used By"). You submit an entry into this form that > relates the Asset to the Person, including attributes >such > as AssetInstanceId in the CMDB. I've been able to get > assets to import into the CMDB classes (some sub-classed > as well) using the import tool via CSV files along with > some custom code to build the relationships between >assets > and people. Along with this, I build product catalog > entries (and Model Versions) on the fly through workflow > vs. having to manually create them via the Product >Catalog > setup screen, which can be time consuming depending upon > the number of assets and their types that you are > importing). B.T.W, I'm on Service Desk 7.0.2 patch 003 > and CMDB 2.0.1 Patch 002. > > Terry > > > > On Wed, 24 Jan 2007 11:25:58 -0600 > Mary Dollus <[EMAIL PROTECTED]> wrote: >> Morning all, >> >> I took the CMDB 2.0 Best Practices class; however I am >>still confused as to >> how it all works in relationship to Incident Management >>application? >> >> Is there any documentation that shows/tells/explains all >>this? The class >> did not go into any of this detail. Like how to relate >>a person in >> CTM:People with the CI's from CMDB... etc. :) >> >> Something that shows how it all comes together in the >>Remedy applications? >> The current project I'm on does not use Asset >>Management; only Incident >> Management (initially) and will be bringing Problem and >>Change into it in >> the next phase. >> >> Any direction that helps lead to further understanding >>of the CMDB would be >> great!!! :) Any info at all is awesome,,,, :D >> >> Thanks in advance (a ton!), >> >> Mary Dollus >> >> > ____________________________________________________________________________ > ___ >> UNSUBSCRIBE or access ARSlist Archives at >>www.arslist.org ARSlist:"Where the Answers Are" > > ____________________________________________________________________________ > ___ > UNSUBSCRIBE or access ARSlist Archives at >www.arslist.org ARSlist:"Where the > Answers Are" > > ____________________________________________________________________________ ___ > UNSUBSCRIBE or access ARSlist Archives at >www.arslist.org ARSlist:"Where the Answers Are" ____________________________________________________________________________ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
