Are you interested in linking your Categories with your Services and Sub Service Offerings? If so, you can leverage lookup filters to help your staff with filtered results when adding these items onto an Incident. Here is how:
First you would map your Categories to your Services in the CMDB. Your Categories should map 1:1 with your Services or if there is a 1-to-many relationship it should be many Services to a Category:
End User Email Services
Employee Email Access
Additional Inbox Storage
Service Account for Email
In this example we have categories used for aligning tickets with how they are routed (for resolver teams) as well as for reporting. The Services are aligned with how IT delivers and supporst the business and in terms that make sense to the overall organization, and the underlying Service Offerings are specific items that are delivered and supported by IT.
Adding the Lookup Relationship Between Base Element and Category:
If we want to link Categories with Services then we need to perform a few steps. First link the Category object with the Base Element (main CI class) object via a lookup relationship.
1. Go to Remedyforce Administration | Manage Objects | Create and Edit Objects.
2. Select the Base Element object.
3. Select the link Custom Fields and Relationships.
4. Press the New button to create a new loop relationship.
5. For the field type select Lookup Relationship and click Next.
6. In the Related To drop down select the Category object and click Next.
7. Provide the field label (such as Service Category) and field name. Then click Next. Note: the field name must not contain certain characters as it will be the API name, and you must join words via underscore.
8. For steps 4, 5, and 6 you can accept the defaults or apply to the appropriate profiles. When you reach step 6 you will click Save.
9. Back on the Base Element page navigate to the Field Sets section.
10. Select Edit for the Base Element field set. Drag and drop the new lookup relationship field you created for Category (in this case I added the Service Category lookup field under the Instance Name field:
11. Click Save. Now you have the relationship of the Category object with your Base Element object and have exposed the lookup field on the Base Element field set. You can now navigate to the Remedyforce CMDB and select one of your Business Service class CI’s.
In the below I am selecting the Email service:
Double-click the Service and on the CI Instance Editor screen you can now see the new lookup field to the Category object (mine is called Service Category). Click the down arrow beside the field and the list of Categories is presented:
Select the Category to map to the Service. Save the CI. Now you have the Email Service mapped to the Email Category.
Adding the Lookup Filters:
Next you can add a Lookup Filter to the Remedyforce Console so that only Services related to the Category selected on an Incident will show.
1. Navigate to Remedyforce Administration | Application Settings | Lookup Filters.
2. Click the New button.
3. In the Console drop down select Incident, filter for Service, and decide whether you want it as an optional or required filter. For the Criteria your new lookup relationship field (mine was Service Category) equals the Incident:Category.
4. Click Save.
Now when staff members populate Service on the Incident via the lookup, only ones mapped to the Category will display.
The last step is adding another lookup filter for the Service Offering field on the Incident.
1. Again from the Lookup Filters administration page, select the New button.
2. In the Console drop down select Incident, filter for Service Offering, and decide whether you want it as an optional or required filter. For the Criteria select Sub-Service Of is equal to Incident:Service.
3. Click Save.
Now when staff members populate Service Offering on the Incident via the lookup, only ones mapped as a Sub Service to the Service selected on the Incident will display.
If you have additional questions on this please contact your CSM or email RemedyforceSuccess@bmc.com.