Configuration Items

The administrative CI page uses the same feature area as the agent CMDB.

Overview

This page explains how to use Configuration Items and describes its main effects. Test changes in a test environment first whenever they may affect existing tickets, permissions, notifications, or automations.

Typical workflow

1. Search, create, and edit Configuration Items. Open the relevant administration or action form, enter the required values, and save only after checking assignments and required fields.

2. Change the active state. Open the existing record, change only the required fields, and check dependent assignments before saving.

3. Assign customers and customer users. Open the existing record, change only the required fields, and check dependent assignments before saving.

4. Maintain relationships. Perform the function in the designated form and immediately verify the result in the corresponding overview or on the affected ticket.

5. Import and export CSV data. Perform the function in the designated form and immediately verify the result in the corresponding overview or on the affected ticket.

Notes

• Visible menu items and actions depend on the signed-in agent’s group and program permissions.

• Deactivated entries are often retained for existing tickets and reports, but are no longer available for new assignments.

• After making changes, test at least one realistic use case with a user in the affected role.