Specifying Related CI template for Ticket records

Updated in 2021

Ticket records (Change Requests, Incidents, Problems, and Work Orders) have the Related CI field, where users can associate the ticket with a related Configuration Item (CI). According to ITIL® Glossary, a Configuration Item (CI) is any component that needs to be managed in order to deliver an IT Service. Alloy Navigator allows users to specify one of the following objects in the Related CI Ticket’s field: a Computer, Configuration, Document, Hardware, Library Item, Location, Network, Organization, Person, Service, Software License, Tracked Software, or Group.

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

To customize the template for the Related CI field:

1. In the Settings App, navigate to Workflow and Business Logic > Configuration Management > All Configuration Items > Options from the sidebar.

2. Under Related CI Template, review the default template, where the following placeholders are used:

   • [Class]: Object class

   • [Type]: Object type

   • [ID]: Object identifier

   • [Asset Tag]: Object Asset Tag (applies only to Computer, Hardware, and Software License records associated with Assets)

   • [Name]: Object name

3. Modify the template as needed using one of these options:

   • Select another pre-defined template from the Current Template list.

   • Create your own template by typing placeholders in the desired order and separating them as you need.

   NOTE: When a Related CI object has any of template attributes missing, it will be displayed as a space.

4. Click Preview and preview an example of theRelated CI field value with your template applied.

5. Click Save.

Related Information:

Specifying Full Name and Address templates for Persons