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What is the Services and CIs slider

 

Prior to Summer 19 in the Remedyforce Console, there wasn’t a single place to link, manage and view Services, Cis and Assets.  A user had to switch between multiple tabs to link or unlink these  records. For example, a user had to link the primary CIs and services to a record by using the main tab and link the additional CIs by using the Details tab of Remedyforce Console. Through the main tab, only one CI record could be linked, while through the Details tab multiple records could be linked. As the data from the tabs did not sync, there was no way to see a consolidated list of associated records in one place.

The Services and CIs slider was introduced in Summer 19 release to provide an intuitive, consolidated, and a single view for linking one or more records. Now user can link, unlink, and view all CIs of a record by using the Services and CIs slider along with quick access to CMDB Actions and CMDB Explorer.

 

Enabling Services and CIs slider

 

For fresh installs

 

This Feature is an Opt-In feature and by default enabled for fresh installs.

 

For upgrade organizations

 

For upgrades, this feature is disabled by default. To enable the feature in upgraded organizations, the setting, Enable Services and CIs, is provided in Remedyforce Administration. You can navigate to the setting through Remedyforce Administration > Application Settings > Consoles > General Console Settings.

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How Services and CIs slider works

 

Services and CIs slider is available for the following Remedyforce Console modules and accessible by administrators, staff, and change managers:

  • Incident
  • Service Request
  • Task
  • Problem
  • Change Request
  • Release

 

Design of the Services and CIs slider is similar to Activity Feed and it is placed below Activity Feed.

slider.png

 

Services and CIs slider is not expanded by default. User needs to click the Services and CIs header to expand it and view the contents.

 

When you click the header of the Services and CIs slider, the panel slides out in the same manner as Activity Feed. The panel shows the consolidated view of all CIs and Services.

cislider1.png

 

For the Incident module, by default two sections are provided, Primary CIs and Services and Additional CIs and Services. If you add custom lookup fields to the Base Element object and to the Console - Service and CI fieldset, then those fields along with the default fields of the fieldset are shown in the Primary CIs and Services section.

Note: If you move any of the OOTB lookups from the Console – Service and CI fieldset, they will not appear on the slider.  They must remain in this fieldset.  The same applies for custom lookups; for them to appear on the top half of the slider, they must be assigned to this same fieldset.

 

For the rest of the modules (Change requests, Tasks, Problems, Releases) by default only one section, Additional CIs and Services, is provided. However, to display the Primary CIs and Services section, the Console - Service and CI fieldset is provided out-of-the-box from the Summer 19 release. If you add custom lookup fields to the Base Element object and to the Console - Service and CI fieldset, Primary CIs and Services section is displayed that shows the custom fields.

 

Primary CIs and Services

 

The Primary CIs and Services section shows:

  • All the Base Element lookup fields (both OOTB and custom) that are included in the OOTB Console - Service and CI fieldset.
  • The primary service, service offering, and CI or asset attached to a record.

 

The Primary CIs and Services section has two modes – View and Edit.  By default, the section is shown in the View mode, therefore, all the fields are in the read-only mode.

Clicking the Edit icon opens the Edit mode. Values of primary fields in this section can be added, updated, or cleared in this mode.

cieditmode.png

 

For all the primary fields, the Edit mode displays:

 

Element

Description

Text box

Displays the selected primary field values. You can select primary field values by using type ahead in the text box.

citypeahead.png

Lookup icon

Opens the Base Elements window. From the Base Elements window, you can select a service, CI, or asset. The Base Elements window also provides the advanced search option to specify multiple criteria for a search. For details, see Advanced search criteria for selecting a CI.

advfilter.png

Clear icon

Unlinks a CI or a service. 

Cancel icon

Cancels the changes and restores the View mode.

Save icon

Saves the changes and restores the View mode.

 

After selecting the primary field values in View mode, clicking the instance name hyperlink opens the Instance Editor in a separate browser tab.

 

A mouse hover on the tool tip icon displays the information relevant to the linked item.

citooltip.png

Additional Services and CIs

 

The Additional Services and CIs section shows Additional CIs and services linked to a record. It also shows the following elements.

 

Element

Description

Link Services and CIs to <Module_Name>

Links additional Services and CIs. Clicking the Plus icon opens a pop-up with all available Services and CIs. You can select them and link to record.

ci2.png

Lookup icon

Advanced Filter option is provided to perform a search based on multiple criteria. This advanced search is similar to one provided on the main CMDB page excluding the option to save an advanced search.

Minus icon

For unlinking the Services and CIs from record, use the Minus icon.

Filter

The Filter options is provided for both Instance name and Class name columns to filter the additional Services and CIs.

 

cifilter.png

 

You can perform sorting on both the Instance Name and Class Name columns.

 

In case of more than 100 linked Services and CIs, only the first 100 linked Services and CIs are shown in the list along with the record count shown in the header.

cimorethan100.png


The following functionalities, which are available in Agent Tools of a record, are also provided on the Services and CIs slider header:

  • CMDB Explorer 
  • CMDB Actions 
  • Impact Analysis 
  • Collision Indicator

ciagenttool.png

 

These options are displayed according to the record type as follows:

 

Record type

CMDB Explorer

CMDB Actions

Impact Analysis

Collision Indicator

Incidents

Yes

Yes

No

No

Change requests

Yes

No

Yes

Yes

Tasks

Yes

No

No

No

Problems

Yes

No

No

No

Releases

Yes

No

No

No

A few considerations

 

  • The Primary CIs and Services section in the Services and CIs slider displays the linked items. You can also view the linked items in the Service, Configuration Item, and Asset Details section of the <Record> form.
  • Auto refresh will reflect the selected / modified CIs on the main form as well.
  • In case of more than 100 linked Services and CIs, even though only the first 100 linked services and CIs are shown in the Additional CIs and Services section, the sorting, searching and filtering works on all linked Services and CIs.
  • User can also consider removing the CI/Service field set from the form layout in Incident and can use the Slider for all CI relationships at one place uniformly

 

Troubleshooting

If a user is not able to view the slider even after enabling the setting, then check for the view access on the Base Element object for the user.

 

References

 

Thank you for reading this blog. I would love to hear your thoughts, feedback after using this feature, and any enhancement you would like to see around this feature etc.

 

If you need further information, you can refer following links:

https://docs.bmc.com/docs/display/remedyforcemaster/.Viewing%2C+linking%2C+and+unlinking+CIs+from+a+record+v2019.02

 

can consider removing the CI/Service field set from the form layout in Incident and can use the Slider for all CI relationships at one place uniformly