View Work Details for CI

The View Work Details dialog box lets you view the work details that are associated with a configuration item (CI) field in the current record. The work details reside in the two tabs of the dialog box, as follows:

Work tab — lists all of  the tickets and work orders associated with the CI

Collections tab — lists all of the collections of which the CI is a member

You can access the View Work Details dialog box from more than one application.      

The word “tickets” is a generic term for service requests, incidents, and problems.

If appropriate, you can relate any of the tickets and work orders on the Work tab to the current record. If the current record is a global issue, you can relate the tickets to the global issue.

To view work details for a CI:

  1. Display the record for which you want to view work details.

  2. Click Detail Menu next to the CI field, and then select View Work Details (in the Configuration Items application, use the Select Actions menu and select View Work Details). The system displays the View Work Details dialog box.

The field from where you launch the dialog box determines the results set. If you launch it from the CI field, the system lists all of the work details associated with the value in the CI field.

Note: To access this dialog box In the Configuration Items application, from the Select Actions menu, select View Work Details.

  1. Select any combination of the following check boxes to filter the type of records that the system lists:

  2. Show Containment CIs? (selected by default). The system displays all work orders, tickets, and collection records associated with the CI, and it also displays the Containment CI records that were created on the CI that have a containment relationship with the CI. To exclude the Containment CI records, clear the Show Containment CIs? check box.

Note: A Containment CI shows information about a component contained in the CI. For example, a laptop is a CI which contains a CPU, a CD drive, and memory.

  1. Click Refresh.

  2. Click on the tabs to view the work details (filtered by your check box selections) associated with the CI.

If column headings are underlined, you can sort column information by clicking the headings. You can also filter the display on each tab by clicking Filter .

To view more details of a record, click Detail Menu next to its identifier. The system opens that record in its application.

  1. When you have finished viewing the work details, click OK to close the dialog box.

To relate tickets and work orders to the current record:

Note: You cannot perform this task from the Configuration Items application.

  1. Complete steps 1 through 5, above, to list all of the records associated with the CI.

  1. On the Work tab, select the check box next to each record that you want to relate to the current record.

  2. Complete one of the following options to relate the selected tickets and work orders to the current ticket:

  3. If the current record that you want to relate tickets to is a global ticket, you can relate those tickets to the global issue. To do so, click Relate Records to Global Issue. (This button appears only if the current ticket is a global ticket.) Relating tickets to a global issue establishes a RELATEDTOGLOBAL relationship between the tickets.

  1. Click OK. The system relates the records and closes the dialog box.

Note: To view the relationship between records, or to break the relationship, use the Related Records tab of the application.