Specifying Related CI Template for Ticket Records

Ticket records (Change Requests, Incidents, Problems, and Work Orders) have the Related CI field, which can be used to associate the Ticket with a Configuration Item (CI). Alloy Navigator allows users to specify one of the following objects in the Related CI Ticket’s field: a Computer, Configuration, Document, Hardware, Contract, Location, Network, Organization, Person, Service, Software License, Tracked Software, or Group.

When a user specifies a related CI for a Ticket, the Related CI value is displayed as a combination of various object attributes. You can configure templates to define how Alloy Navigator displays the value of this field:

1. From the Sidebar, navigate to Workflow and Business Logic > Configuration Management > All Configuration Items > Options.
2. Under Related CI Template, see the current Related CI template, where the following placeholders are used:
   • [Class]— the object class
   • [Type]— the object type
   • [ID]— the object identifier
   • [Asset Tag]— the object Asset Tag (applies only to Computer, Hardware, and Software License records associated with Assets)
   • [Name]— the object name
3. Change the template as needed using one of the following options:
   • Select another predefined template from the Current Template list.
   • Create your own template by arranging placeholders in the desired order and separating them as you need.

     NOTE: When the Related CI field displays an object that does not have an attribute used in the template, the placeholder will insert a blank space.

4. Click Preview to see an example of the Related CI field value with your template applied.
5. Click Save.