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Marking CI/Service unavailable for a Incident

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Hi Team,

 

How can I make a CI/Service unavailable for the Incident. Is there any configuration.

 

-DK

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Re: Marking CI/Service unavailable for a Incident

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Here are the steps to edit the link record.  I have attached a screenshot of the final step.

the link for incidents is called probsummary

- in your command line type link
- in the link file page that comes up, type probsummary in the name field and click search
- find the line that says logical.name in the Source Field Name column and device in the Target File Name column.  This is the line that links the Affected CI to the CI in the device table.
- click on the word logical.name and then right click on device and choose Select Line
- put your query in the Expressions tab and save. - see screenshot

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Re: Marking CI/Service unavailable for a Incident

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You can use the link record to say that certain statuses or groups of CIs don't show.

For examle, in my incidents link record in the Expressions tab I have:

$query="(istatus<>\"Retired/Consumed\")"

if (not (null(logical.name in $File))) then $query+=" and logical.name#logical.name in $File"

This prevents the service desk from populating the interaction with any CI that is in a Retired status.

 

 

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Re: Marking CI/Service unavailable for a Incident

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Thankyou for the reply

 

I have to make CI unavailable for certain period of time incase the CI is under maintainence.. How can I frame that Query

 

-DK

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Re: Marking CI/Service unavailable for a Incident

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Does the CI change status?  You would insert that status into the query.  If the CI doesn't change status or anything like that then it would be hard to do this.  You could do it by name but then you'd have to edit the query everytime a CI is under maintenace that doesn't isn't ideal at all. 

 

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Re: Marking CI/Service unavailable for a Incident

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Yes CI Status is changed. How will I write the query the?

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Re: Marking CI/Service unavailable for a Incident

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Just as I wrote above, but instead of "Retired/Consumed" you would use whatever status that you are trying to filter out.

$query="(istatus<>\"Retired/Consumed\")"

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Re: Marking CI/Service unavailable for a Incident

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Hi fcdb,

 

Can you please name the link record which we need to refer for incidents. Steps to navigate to that record will be helpful please

 

HB

 

 

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Re: Marking CI/Service unavailable for a Incident

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Here are the steps to edit the link record.  I have attached a screenshot of the final step.

the link for incidents is called probsummary

- in your command line type link
- in the link file page that comes up, type probsummary in the name field and click search
- find the line that says logical.name in the Source Field Name column and device in the Target File Name column.  This is the line that links the Affected CI to the CI in the device table.
- click on the word logical.name and then right click on device and choose Select Line
- put your query in the Expressions tab and save. - see screenshot

View solution in original post

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