Assets and Services as Configuration Items

Overview

In TDNext, users can manage configuration item records in asset applications. The three types of CIs are Assets, Services, and "Standalone" Configuration Items. Each type represents an instance of a CI, though they all support different functionality and store distinct information that is relevant to the type's intended usage.

The records can be used to store information as needed, but these types were designed with the intended functionality:

  • Assets - Physical items which are used in an organization (computers, servers, office appliances, etc.). These may have associated ownership/user/location information.
     
  • Services - Service records in the Client Portal Service Catalog which can be used to submit project/ticket requests or link to other websites (asset repair request, password reset help, etc.). These may have associated ownership information. Further, they provide a way for Client Portal users to interact with TDNext users.
     
  • "Standalone" Configuration Items - Non-physical items which are used in an organization (virtual machines, software licenses, etc.). These may have associated ownership/location information. Further, since these can represent a wide array of items, administrators are able to create custom Configuration Item Types for an asset application which are associated with these records.

These three configuration item types can be used to store all items which an organization needs to operate, while providing an outlet for others to request assistance when those items have issues. Further, relationships can be added between CIs to show any dependencies they may have (even across multiple asset applications). However, the real power of configuration management comes from association with tickets, as outlined in the following section.

Configuration Item/Ticket Association

Since configuration items do not support time entry, TDNext users cannot perform work directly against them. However, if a CI needs routine maintenance performed or has an issue that needs to be fixed, a technician is able to track that work on an associated ticket. By supporting ticket association, the CI record contains all information relevant to the technician, while the ticket allows them to track work against the item.

As with configuration items, tickets also support relationships with CIs across multiple asset applications. The related CIs can be specified when filling out the ticket form, or from the ticket in TDNext. In both cases, the CIs can be selected from a lookup field.

When the lookup field is opened, it will display a list of all 3 configuration item types, including filtering options to help to user locate the correct CI. As this is a list of all types of configuration items, the displayed ID for each record is the ID associated with the item's configuration item record. This is discussed in more detail in the following section.

Configuration Item IDs

This section details the ID of configuration item records for all 3 types of CIs. Since Assets and Services support functionality separate from standalone CIs, they also have a separate ID when viewing pages specific to asset/service functionality. On the other hand, standalone CIs are only represented as configuration items, and so they only have one ID representation.

This discrepancy has historically been a source of confusion. Sometimes users attempt to validate that the proper asset/service was selected for association with another item, and find the ID on the detail page is different than the one that appeared when it was selected. In general, Asset/Service IDs will only be displayed on pages specific to those CI types (i.e. where Standalone CIs are not included).

The following locations handle Assets/Services with their Configuration Item IDs instead of their standard IDs:

  • Configuration Item Lookup pages
  • Configuration Item WebAPI Endpoints
  • "Shared" Configuration Item Detail Page - Users will only see this detail page if they do not have access to the CI's containing asset application. As such, it excludes most information and does not support actions being taken on the item. Otherwise, the user will be directed to a detail page which contains all information.

Details

Article ID: 65931
Created
Wed 10/24/18 10:45 AM
Modified
Fri 11/30/18 9:19 AM