Create and Manage CCTI Family

As a Managed Service Provider (MSP) or a large organization, you would like to maintain different sets of CCTIs for different organizations. Serviceaide Intelligent Service Management allows you to group CCTIs into families and associate them with one or more organizations. You can use these family associations to limit CCTI lookup on tickets, based on the Requested For or Requester user's organization. Creating CCTI Families provides analysts the ability to view only the CCTI's related to their Requested For or Requester user's organization on a ticket form. If an organization has no CCTI family associated to it, then the analyst sees all CCTIs in the system. A CCTI family can consist of multiple Class and Category combinations. These CCTIs can be specific to any organization and can be inherited by child organizations.  For more information about creating and managing categorizations, see Manage Categorizations.

For example, one customer requires Microsoft services while another customer requires Linux services. Both customers require unique "Class Category Type Item(CCTI)" categorizations. From the diagram, you can see that without CCTI Families analysts see all the CCTIs in the organization regardless of its relation to a certain customer.

With the CCTI Families, CCTIs are filtered and analysts can view only those CCTIs available to a certain customer.

Prerequisites

• CCTIs must be created.

• Organizations must be created.

Create CCTI Family

You can create a unique CCTI family and relate it to various organizations. 

Follow these steps:

1. Navigate to Manage> Tools> CCTI Families, and click New CCTI Family.
2. Enter the General information like, Name, Description, and click Save. After saving your general information, the Class-Category and Organization forms appear.
3. Search or select Class-Category details and click Relate. You can relate more than one Class-Category combination.
   Note:  If you relate only a "Class" to a CCTI family, then all the categorizations having that Class are automatically related to the CCTI family. For example, consider three categorizations, Hardware >> Server >> Windows, Hardware >> Server >> Linux, and Harware >> PC >> Lenovo . If you relate only the Class "Hardware", then all the three categorizations are automatically related to the CCTI family. If you relate only the "Class-Category" combination, then all the categorizations having that Class-Category are related automatically to the CCTI family. For example, if you relate only "Hardware>>Server", then only the categorizations Hardware >> Server >> Windows and Hardware >> Server >> Linux are related to the CCTI Family but Hardware >> PC >> Lenovo is not related.
4. Search or select Organization details and click Relate. The Inherit to all child organizations checkbox allows this CCTI family to be related to all the child organizations of the selected Organization. By default this checkbox is selected.
   Note: You can relate more than one organization. 

Update a CCTI Family

You can update a CCTI family. You can view the time stamp of when the CCTI family was created and last modified. You can also view a list of existing Class-Category, and Organizations relations.

Follow these steps:

1. Navigate to Manage> Tools> CCTI Families, and select the desired CCTI family.
2. View and edit the General information and click Save.
3. View and edit Class-Category and Organization form details, and click Relate.

Analyst's View of CCTIs 

On a ticket, when you search for CCTIs, the results are displayed according to the following rules:

• CCTI families that are associated to the Requester user's Organization are displayed only if Requester user's organization information exists. 
• CCTI families that are associated to the Requested For user's Organization are displayed only if both Requested For and Requester user's organization information exists.
• Only the CCTI families that are active are displayed. 
• Only the CCTI families applicable to the current ticket type are displayed. 
  If none of the rules are met and there exists no associated, active, or applicable CCTI families, then the analyst sees all the CCTIs in the system.

On a ticket, an analyst can see all the CCTIs in the system under following circumstances:

• No CCTI families have been created.
• CCTI families exists but the families are not associated to any class-category and organization.
• CCTI families are associated to an organization but not to a class-category combination.
• CCTI families are associated to an organization and there exists class-category combinations but are not related the current ticket type.

Allow Analysts to View All CCTIs in an Organization 

On a ticket, an analyst can only see the CCTIs belonging to the CCTI families that are associated to the Requested For or Requester user's organization. You can provide analysts with the ability to view all the CCTIs in the system by providing them access to the Show all Categorizations checkbox on a ticket, in the Search CCTI lookup. This checkbox is be visible to analysts on their next login if you set the parameter SHOW_ALL_CCTIS_IN_TICKET  to Yes. By default this parameter is set to No.

To provide analysts the ability to view all the CCTIs in the system: 

Follow these steps:

1. Navigate to MANAGE> Tools> Configuration Parameters.
2. Search and select SHOW_ALL_CCTIS_IN_TICKET.
3. Change the parameter value to Yes and click Apply Changes.