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ITIL :: View topic - One Call = One CI
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One Call = One CI

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Senior Itiler

Joined: Mar 31, 2008
Posts: 109
Location: North West England

PostPosted: Wed Apr 23, 2008 6:58 pm    Post subject: One Call = One CI Reply with quote


Here's a little config question for the experts:

When a user rings the service desk to report an incident with their desktop, the corresponding CMDB entry for that desktop is linked to the call in our Service Management tool via the CI field. If that incident requires the replacement of the desktop with another one, should the second desktop CI also be linked to the call? If so, how can I do this in a tool that only allows one CI to be linked to each call?

I've just taken over as Change/Config manager and I've found that desktop CIs are being updated or created without a corresponding incident/change. After a bit of digging, I found that it's because the techs believe that new desktop CI cannot be linked to the corresponding call.

Mick Smith
Change, Configuration and Release Manager
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Senior Itiler

Joined: Sep 16, 2006
Posts: 3597
Location: London, UK

PostPosted: Wed Apr 23, 2008 8:56 pm    Post subject: Reply with quote

this is not a itil question but a poorly designed tool complaint


I dont know what the tool is but can there a ticket that is linked to another ticket?

If ticket #1is the service / incident request for the bad pc,

can a new ticket be linked to that ticket and the new ticket linked to the new ci ?

In addtion, you should look at this from a break fix situation where PC100 is broken and replace like for like with PC101a

You should look to see how the CI data strcuture for the PCs are designed
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
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