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?