CMDB for agents

Agents use the CMDB in the ticket context to find technical components, link them to tickets and open linked CIs read-only. Master-data administration for CI types, fields, statuses, inventory, customer visibility and imports belongs in administration.

Open a ticket and search for the required configuration item in its CI section. Check number, name and type before linking. A ticket-to-CI link identifies the component affected by that ticket; it does not change the CI’s master data.

Assigned services are displayed on the CI. Maintaining these direct relationships is covered in Link services to configuration items. For ticket links, see CMDB on a ticket; for master data, see Configuration Items.