How do you get Work items affecting this configuration item to work

Bryant_Richards

We have been inputting the hardware items into tickets under configuration items. Is there a way to have those tickets displayed for the hardware item under related items on the Hardware Asset form? We are trying to track issues connected to machines and im trying to figure out the best way to do it. Anyone have any ideas?

Adam_Dzyacky

In order for the Hardware Asset to show the related Incidents, you'll need to ensure you're picking the (Hardware Asset) class of that object. Otherwise the Windows Computer class relates it back to that CI type instead.

Adam_Dzyacky

Just to make sure I'm following correctly here you're saying that when you attach a Hardware Asset to Incidents, when you go to the Hardware Asset after the fact you do not see that related Incident?

Bryant_Richards

Correct Adam. When I look at the assets I don't see any connected tickets. Any idea how to fix it?

Jeff_Lang

are you sure it is the hardware asset class attached to the incident and not the windows computer or other class ?

Adam_Dzyacky

@Jeff_Lang beat me to the next point. As it does sound like you aren't picking the Class of objects you think you are picking.

Bryant_Richards

So where should we be putting the machine names for them to show up correctly in the device history? We currently list them under Related Configuration Items, type: computer

Adam_Dzyacky

In order for the Hardware Asset to show the related Incidents, you'll need to ensure you're picking the (Hardware Asset) class of that object. Otherwise the Windows Computer class relates it back to that CI type instead.

Bryant_Richards

Thanks Adam,
That cleared it up for us. We couldnt figure out why it wasnt tracking the computers.