Ticket - CI List

If the Ticket tab is selected in the left panel this tab displays CIs attached to the ticket.

In the list you can view details and edit a CI by click the CI row. The CI form will then be opened in a new tab.

Rightmost on row there is an action button, , to remove the link.

Note: To a ticket of type Request or Incident normally only one CI could be attached at the same time. To Problem and Change tickets several CIs could be attached. This limitation is a system setting and could have been changed for different ticket types by system administrator.

To attach a CI to the ticket click Link CI button. The popup form opened contains CIs you have permission to link. Form has function to filter CIs by selecting CI Type in a dropdown and a feature to search for a CI. Select first CI Type to get a filtered list containing CIs of the selected type and its subtypes. Then if necessary perform a search to find a specific CI.

After filtering and/or searching the resulting CIs are listed. Check CI to be attached in the checkbox to the left in the list and click Save. If it is not possible to mark the checkbox, the reason probably is that there is already another CI attached to the ticket.

If you select User tab in left panel the CI List will list CIs connected to the User. CI is included in the list if the User is registered as Used by or Managed by for the CI.

If you select Organization tab in left panel the CI List will list CIs connected to the Organization. CI is included in the list if it owns by or has relation defined to organization or if a member of the Organization is registered as Used by or Managed by for the CI.

If Organization tab is selected in left panel there is also two extra tabs in form, CI List over Contract shows a list of CIs that are covered by contracts owned to the organization (or by organization´s Parent Organization if it is defined) and Relations to CIs shows CIs having relations defined to organization.