6 Replies Latest reply on Dec 9, 2014 6:04 AM by Jenny.Lardh

    Can I have a Decision based on properties of a linked CI?

    csoto Specialist

      In our Help Desk Incident process, we check whether an Incident's Configuration Item Type is "Telephone Service" so we can take it through a specific process. The first thing I need to check during this part of the process is whether one of the attributes, "Phone Service Type," has a value of "Business." Phone Service Type is a Reference List with about five different possible values.

       

      My issue is that this attribute is not available to me in a Decision object in Process Manager. I select "Configuration Item" as the Attribute/Collection/Object, but "Phone Service Type" is not one of the available Object Attributes (see attached photo. How can I make this decision? A calculation? If so, what would that look like?

       

      Is the issue here that Phone Service Type is an attribute of a sub-object of Configuration Item called "Telephone Service" and not specifically of "Configuration Item?"  If so, I guess I'm just not clear on how you get access to these sub-object attributes?

       

      Thanks,

      Charles

      ci_attributes_no_phone_service_type.png

        • 1. Re: Can I have a Decision based on properties of a linked CI?
          Jenny.Lardh SupportEmployee

          Hi,

           

          If you are creating a condition and need to base this of an attribute which is added to an Object which in its turn is a collection of the object you are creating the condition against, then you should be able to narrow this down in your settings for your condition.

          In your "Attribute / Collection / Object" setting, select: "Telephone Service" and then in your "Object Attribute setting", select: "Phone Service Type"

           

          Kind Regards,

          Jenny

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          • 2. Re: Can I have a Decision based on properties of a linked CI?
            csoto Specialist

            Yes, that was my first thought (second paragraph). But because "Phone Service Type" is a Reference List, it isn't directly available to the decision.

             

            I think I forgot to attach the screen capture that illustrates this.  Here it is:

             

            is_ci_phone_service_type_business_decision.PNG

            Had I known this wouldn't be accessible to the decision (at least not easily), I wouldn't have created it as a Reference List. But I did so in case there was a chance the types of services we can subscribe to change over time (sort of the point of Reference Lists, right?).

             

            Any ideas?

             

            Thanks,

            Charles

            • 3. Re: Can I have a Decision based on properties of a linked CI?
              csoto Specialist

              Actually, now that I think about it, the fact that "Phone Service Type" is a Reference List is not the reason I don't have access to it. It's because the object is Configuration Item, not the sub-object "ITS Telephone Service" (which is the object that has the "Phone Service Type" attribute.  My last paragraph in the original question!

               

              How does one access these "sub-object" attributes within a decision? That's my real question.

               

              Charles

              • 4. Re: Can I have a Decision based on properties of a linked CI?
                Jenny.Lardh SupportEmployee

                Could you give us some more details on how this is set up in Object Designer?

                You're selecting Configuration Item in your decision, is this the object that Telephone Service is linked to and not directly to Incident?

                If so, you probably have to look at doing a calculation instead.


                Kind Regards,

                Jenny

                • 5. Re: Can I have a Decision based on properties of a linked CI?
                  csoto Specialist

                  Configuration Item is available to my process because this is attached to Incident (and our CIs can be Workstation, Laptop, ITS Telephone Service, etc. so I don't want to limit it to just one CI Type). However, only the CI Type "ITS Telephone Service" has the attribute I'm looking for ("Phone Service Type" which is a Reference List).  Here's the window for ITS Telephone Service:

                   

                  ITS_Telephone_Service_Window.PNG

                  As the decision is based on Configuration Item (and not a sub-type), this attribute isn't available to me. Is it available to calculations? If so, how would I refer to it?

                   

                  Thanks,

                  Charles

                  • 6. Re: Can I have a Decision based on properties of a linked CI?
                    Jenny.Lardh SupportEmployee

                    Hi Charles,

                     

                    You will need to re-link the object in Object Designer to the Configuration Item instead of the Child Object and use this throughout instead.

                    That way you can use reach this attribute from both parent and child Objects.

                     

                    Kind Regards,

                    Jenny