Managing CIs

Managing CIs

Add CIs 

Add CIs Manually

  1. Go to the CMDB tab.
  2. Select the customer on the header for whom the CI needs to be added.
Info
 If All Customers is selected in the Customers drop-down,  you cannot create new CIs. 
Select the CI type to which you want to add a CI.
  1. Click New.
  2. Enter the CI details in the form. The Add New form consists of the attributes configured for the CI Type. In the case of Sub CI Types, the attributes configured while adding the Sub CI Type and the parent CI Type are displayed.
  3. Click Save or Save and add new.
You can also create CIs by using Quick Actions menu on the application header.
For CIs that are also configured as assets, you can add assets by using one the following options. A corresponding CI will be created automatically.
  1. Enter the CI details manually
  2. Add assets by generating barcodes

Import CIs from CSV files

ServiceDesk Plus MSP Cloud  allows you to import the CI information saved as CSV files from an existing database or from other applications.
In the CMDB tab, go to Import > CI(s) from CSV. Alternatively, you can also navigate to Admin > CMDB > Import CI(s) from CSV.

Edit/Delete CIs   

Edit CIs

You can edit the CIs using the Edit option on the CI details page.


Delete CIs

You can delete CIs from the CI list view page. Select the CIs and click the Delete button on the toolbar.

Modify CI Type 

Update the CI type or device type of CIs based on their specifications and functionality.
  1. Go to the CMDB tab.
  2. Select the customer on the header to modify the CI type.
  3. On the CI list view, select the preferred CIs and click Modify CI Type on the toolbar.
  4. Alternatively, go to the CI details page and select Actions > Modify CI Type.
  5. Select the appropriate CI type.
  6. Click Modify.

Limitations

The following limitations are applicable while modifying CI types.
Moving to a Child CI Type (Server - Windows Server): No data loss occurs as all parent fields and relationships are preserved, but child-specific attributes may need adjustments.

Moving to a Parent CI Type (Windows Server - Server): Child-specific data may be lost; however, custom relationships are retained, and invalid suggested relationships become custom. For CMDB Lookup fields, values are removed from the lookup field if the CI was previously referred to in a child CI type lookup field.

Moving to a Different Hierarchy (Server - Workstation): This operation is not recommended. For CMDB Lookup field, values are cleared in the lookup field when the CI is moved to an entirely different hierarchy.

Copy  CI

You can replicate several copies of a resource or add similar CIs in bulk.
  1. Go to the CMDB tab.
  2. Select the customer on the header to copy CIs.
  3. Select the CI type from the left pane.
  4. Select the CI to be copied.
  5. On the CI details page, go to Actions > Copy CI.
  6. Enter the number of duplicate CIs to be created.
  7. Click Copy.

Info
The CI will be copied under the customer selected on the header.

Attach Documents    

Add related files or documents, such as user manuals or maintenance records to CI records. The attachments will be listed in the CI details page under the CI Details tab and in the right pane.
  1. Go to the CMDB tab.
  2. Select the customer on the header.
  3. Select the CI type from the left pane.
  4. Select the relevant CI.
  5. In the right pane of the CI details page, click beside Attached Documents.
  6. Click and choose the file either from your device or cloud. The file will be added as an attachment.
  7. To collapse the view, once again click the icon    beside Attached Documents.
Info
You can add up to 10 documents. Ensure that each document is less than 10 MB in size.     
Linked CIs are items imported from modules such as Assets, Technician Groups, etc, which are to be treated as CIs. This option is to link a CI with a module.

Example: A 'Site' under 'Admin' could be a CI of type 'Datacenter'. You can create a CI in 'Datacenter' and link it with the 'Site'.

If you have already marked CIs in the CMDB list view, you can view the details of the module, whose items you have marked as CIs in this page.
  1. Go to the CMDB tab.
  2. Select the customer on the header to link the CIs.
  3. On the left pane, select the CI type.
  4. Click a CI name.
  5. On the CI details page, click Link this CI from the right pane.
  1. In the pop-up, choose the module. A list of available items under the selected module/group is displayed.
  2. Select an item and click Link.
Info
You can link a CI with only one module/group at a time. If you wish to link the CI with a different module/group, you need to delete the existing link first. 

The values listed for asset, department, technician group, site, software installation, user, and workstation are based on the selected customer.

 Service Category and Vendor will be listed in module only for MSP customers. 


Mark as CIs 

Mark Cis that are critical to your organization. You can import CIs from existing modules/categories such as assets, technician groups, departments, or users and categorize them under different CI types. This helps technicians to differentiate the critical CIs from others. 

Example: You can import the critical workstations as CIs under the CI type 'Workstation'.
  1. Go to the CMDB tab.
  2. Select the customer on the header to mark the CIs.
Info
If All Customers is selected in the Customers drop-down,  you cannot mark CIs. 
  1. Click Mark as CIs on the toolbar
  2. Select a source module from where the CIs are to be imported.
    1. If you have selected Asset or User as the source module, select the product type or user type in the Applies to drop-down.

Info
The values listed for asset, department, technician group, site, software installation, user, and workstation are based on the selected customer. 

 Service Category and Vendor will be listed in source module only for MSP customers. 
  1. Select the destination CI type where the imported CIs are added.
  2. Click Next.
  1. Select the items from the source module to be imported.
  2. Click Confirm.
  1. The summary of your selection will be displayed. You can review the details and click Close.

Add Associations 

View requests, problems, changes, releases, and contracts associated with the CI. You can also view the number of associations from the right pane.

It is based on the CI selected in the CIs involved field in Request, Problem, Change and Release.

  1. Create incident, Create service request and Create change - On selecting the template, it will be redirected to the incident add form with site field filled with customer's site.

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