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This article contains the following topics:

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1. Navigate to WORKSPACES> SERVICE DESK> Configuration Management> Actions> Create New.

2. Specify the Name, Identifier, Function, Description.

3. Select the Status of the Configuration Item as required. Some of the statuses are as follows:
   • New
   • Active
   • Backup
   • Configured
   • Deprovisioned
   • Return to vendor and so on
4. Select the impact from the following:
   • High
   • Medium

   • Low

     Info
     title Note
     The CI impact helps to prioritize influences the criticality priority of the associated ticket automatically. If the UPDATE_HIGHEST_RELATED_CI_IMPACT_TO_TICKET parameter value in the Configuration Parameter page is set to Yes: the Impact field appears as read-only in the ticket. the Impact field in the ticket is updated with the Impact value set in the Related CI of the Ticket. In the case of multiple CIs related to a ticket, the highest impact value of the related CIs is considered.

     
     

5. Select the CCTI. It is a four-level hierarchical categorization - at the Class, Category, Type, and Item (CCTI) level to logically group objects and entities for a specific purpose. It is not mandatory to specify CCTI up to the fourth level. It is possible to define only Class, or only Class and Category or only Class, Category and type or to specify all four. Each CCTI has to be unique. 

6. Click Save.

   Info
   title Note
   The identifier field is an extra identifier that is used to recognize the CI. For example, a Tag Name. You can select to relate an Organization in the Search Organization field. You can use Actions, Copy To New to create a CI based on the existing CI. You can only view those configuration items that are currently Active in Serviceaide Intelligent Service Management. You cannot view any CI record that is made inactive by your administrator. You cannot view them in the list CI or search CI links.

   
   

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As an Administrator you can add a Hierarchical Tree(HT) attribute based on the CCTI type, while creating a Configuration Item (CI). The HT attribute is used to add field values that depend on each other. You can configure a HT attribute to add more related information for the ticket that shows in a sequential manner in the Attributes section in a CI. You can fetch the field values for the Hierarchical Tree from an external data source through bulk upload. Using the Bulk Upload Template you can manage information through the custom Hierarchical Tree. For example, a mobile device followed by its Brand and Memory size.

Prerequisites to associate a HTcustom attribute to a Configuration Item:

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1. Navigate to the desired CI, click Related CIs in the anchor links, and click Relate CIs. 
2. Select the Relation  Domain, Relation Type, and select the CI. 
3. Click Relate Selected Items. 
   Once related, the CI relationship graph is generated to view CI relationships by clicking View Relationship Graph.
   Note: You can relate multiple CIs to one CI.

Relate Tickets to a CI

The Related Tickets section displays a list of tickets that are related to the CI. Use the Filter option the view tickets by status, type, and other necessary information.

Follow these steps:

1. Navigate to the desired CI, click Related Tickets in the anchor links, and click Relate Tickets. 
2. Search for or select the ticket, and click Relate. You can relate multiple tickets to one CI.
   

Relate Attachments to a CI

You can relate attachments to provide more information about a CI. You can also drag and drop attachments to a CI. Five files can only be attached at a time using the drag and drop feature.

Note: You can specify the maximum size of the attachments, which you can drag and drop. Using the Configuration Parameter page, you can specify the parameter value for the attachment size.

Follow these steps:

1. Navigate to the desired CI, click Attachments in the anchor links, and click Add New. 
2. Specify the Attachment Type, file, other necessary information, and click Upload. You can also relate existing attachments by clicking Relate Existing. You can relate multiple attachments to a ticket.

Note: You can also delete an existing attachment or specify the attachment as private. Hover over the required attachment, click the arrow and select Delete Attachment or Mark as Private.

Relate Contacts and Groups to a CI

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