Creating filters for Configuration Item and Configuration Item Type by user and customer (Console/Web Desk)

Version 4

    The following guide shows how to setup Configuration item and Configuration Item Type filtering.

      Additional filtering to the default options are included:

    • Filtering by both raise user/customer and by type.
    • The list of types is the filtered before the raise user is selected.
    • The type is automatically completed when the CI is entered.

    The changes should be tested on a test system before applying to live.


    Create the filters on Configuration Item

    1) Create a new filter on Configuration Item in Object Designer found in the ‘filter selectors’ property. In the Incident Object.

    2) Add the title to the attributes.

    3) Drop down the ‘user configuration item’ collection for user filtering or the ‘customer configuration items’ collection for the customer filtering.

    4) Then drag the user object onto the criteria or the customer object if customer filtering is being setup.

    5) Select the runtime value option and check the raise user or customer object and ok the dialog.

    6) The drag and drop Class type on to the criteria.

    7) Click on runtime value and check Configuration Item Type and ok the dialog.

    8) Click finish and save the changes.





    9) Select ok on the dialog box and ok on the dialog shown above.

    10) Then save the changes.



    Create a filter on the Configuration Item type

    1) While still in the Incident object in Object Designer select Configuration Item Type.

    2) Then select ‘Filter Selectors standard configurations’ and select Is ‘list user config items’?

    for filtering by user and Is ‘list customer config items’? for filtering by customer. Click on save to save the change.

    3) In filter selectors select the new query and path filters individually. Then change the client to ‘any’ by clicking on modify.

    4) Then create a new filter. The CI types filter can be used if you would like to exclude Asset instead of creating a new filter.

    Add the title to the attributes.

    5) Then add super class type is equal to the absolute value of Configuration Item to the criteria. Click on Finish and save the changes.

    6) Select the newly created/added filter and select new condition.

    7) Check the raise user box in the path field.

    8) In the comparison type box select ‘is Null’ and click on Apply Condition.




    9) Select ok on dialog shown above. If an error is displayed at this point click ok.

    10) Then save the changes.


    An IISreset has to done before using the filters.


    Create a copy rule to populate the configuration item type when the CI is selected.

    This can be done by adding a copy rules in the following guide: