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Support Groups and CI Ownership

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In this lesson, you will learn:

  • The group fields on a CI
  • How the support group routes incidents
  • Who owns CI data
  • How to set them for snwr-vpn-gw-01

🔁 Quick look back: Last time: CIs on Incidents, Problems and Changes. You learned how the CI field, affected CIs and impacted services link records to the CMDB.

1 “Who fixes the VPN gateway?”

An incident names snwr-vpn-gw-01.

  • It goes to the Service Desk queue.
  • Abel moves it to Network Support by hand.
  • This happens 20 times a week.

🎯 The problem: If the CI doesn’t say who supports it, incidents need moving by hand.

👉 The fix: set the support group on the CI, and route incidents from it.

2 The fields on a CI

Field On snwr-vpn-gw-01
Support group SNWR Network Support: fixes it
Managed by group SNWR Network Support: runs it day to day
Owned by Hana Kim: keeps its data correct
The CI snwr-vpn-gw-01. Support group: SNWR Network Support. Managed by group: SNWR Network Support. Owned by: Hana Kim. Notes: 1 Incidents on this CI go to SNWR Network Support. 2 Hana answers for the CI's data. 3 An assignment rule reads the support group.
Figure 1. The CI says who fixes it and who owns its data.

3 Routing from the CI

  • An assignment rule or data lookup can set the incident’s group from the CI’s support group.
  • The rule only helps if the support group is filled in.
  • Hana’s CMDB health checks find CIs with no support group.

💡 Good to know: Need a refresher? See Fundamentals › Task Management › Assignment Rules & Data Lookup.

4 Let’s try it: route from the CI

  1. Open the CI snwr-vpn-gw-01. Set Support group to SNWR Network Support and Owned by to Hana Kim.
  2. Create an assignment rule on Incident: when the CI’s support group is not empty, assign to that group.
  3. Create an incident with CI snwr-vpn-gw-01 and no group.
  4. Check it goes to SNWR Network Support.
  5. Run a list of CIs with no support group. How many need fixing?

5 Quick recap

  • Support group: the team that fixes the CI
  • Owned by: the person who keeps its data correct
  • Incidents can route from the CI’s support group
  • Routing only works if the field is filled
  • Hana owns CI data quality

6 Check yourself

Think of your answer first. Then tap to check.

1 Which group supports snwr-vpn-gw-01? Show answer

SNWR Network Support.

2 What does Hana do as owner? Show answer

She keeps the CI’s data correct.

3 An incident’s CI has no support group. What happens? Show answer

The rule can’t route it, so it stays with the Service Desk.

4 How do you find CIs with no support group? Show answer

Run a list or a CMDB health check.

Nice work! SNWR’s incidents now route from their CI. 🎉
Next up: Impact Analysis for Changes

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