CMDB on a ticket

Authorized agents can search for Configuration Items and link them to or remove them from a ticket.

Overview

This page explains how to use CMDB on a ticket 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 for Configuration Items. Use the available search, filter, and detail views. Clear or change filters if expected records do not appear.

  2. Link a CI to the ticket. Perform the function in the designated form and immediately verify the result in the corresponding overview or on the affected ticket.

  3. Remove a CI link. First check which existing records or users are affected. Where possible, deactivate entries instead of deleting them permanently.

  4. Observe customer and permission boundaries. 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.