Configuration Management Database

The agent area provides a dedicated overview for managing Configuration Items and their relationships.

Overview

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

  2. Create and edit a CI. Open the relevant administration or action form, enter the required values, and save only after checking assignments and required fields.

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

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

  5. Create and remove relationships between CIs. Open the relevant administration or action form, enter the required values, and save only after checking assignments and required fields.

  6. 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.