Item RFC

To monitor all changes made to the CMDB each time an Item is created, modified or deleted an RFC can be generated. To ensure an RFC is created each time an Item is updated, the Control CMS via RFC option must be enabled by the Administrator within Setup>Privileges>Requests tab.

When this option is enabled, when one of the following actions occur an RFC is generated:

 

The steps outlined below assume that the Control CMS via RFC option is enabled.

 

Creating an RFC for an Item

When an Item is created or modified an RFC is generated. To create an RFC for an Item change:

  1. Select Configuration > Items

  2. Click New to create an Item

  3. Enter the Item details
    See Items tab for more information.

  4. Click Save
    The system will inform the User that an RFC has been generated.

    new_item_rfc.png

  5. The Item will not be visible within the Items List View until the RFC has been approved and applied

  1. To access the new RFC go to Change>Change Requests.

    new_item_rfc_approval.png
     

Working with the RFC to update the CMDB

The RFC that is automatically generated during the Item creation process, when the Control CMS via RFC option is enabled, includes the details of the Item creation or update in the RFC Description field. When the Change Request moves into a State that is defined as Item Editable, it allows the newly created or updated Item information to be applied to the CMDB. The Item Editable option is configured by a Supervisor in the relevant Workflow>Lifecycle>Status tab. (See: Workflows.)



workflow_state_item_editable.png

 

When the RFC moves into an Item Editable State, the Edit and Apply Item options are visible next to Item Type link.


edit&apply.png

 

The inline_apply.png option allows the Item update details that prompted the creation of the RFC to be applied to the CMDB. Scroll over inline_apply.png to view the Item details and refer to the RFC Description field for information regarding the Item change.  The inline_edit.gif option allows the Item details to be edited within the RFC before applying to the CMDB. When inline_edit.gif is selected the Item Information screen is displayed in Edit mode, the details can be updated and when the Save button is selected, the changes are committed to the CMDB.

 

To update the CMDB by applying the newly created or edited Item details that prompted the creation of an RFC:

  1. Go to Changes>Change Requests

  2. Select the Change ID# of the RFC for the Item change

  3. Click Edit
    Refer to the RFC Description field for information about the Item that prompted the creation of the RFC.

  4. Move the RFC to a State defined as  Item Editable
    inline_apply.png is displayed next to the Item Type link, scroll over to view the details to be applied to the CMDB.

    rfc_item_update.png

  5. Click inline_apply.png to apply the Item information to the CMDB
    Or, if the Item Details are to be edited, select inline_edit.gif, amend the information in the Item Information screen and click Save.
    The Item Editor screen appears and the system prompts the User that the details described in the RFC have been applied and need to be approved.

    item_update_rfc_notice.png

  1. Click Save to apply changes
    The Item is updated.

  2. Save the RFC.
    Move the RFC through the Workflow States to the Exit State, as configured.

  3. An Item's Audit Trail always records any RFCs created assigned with Item.

    item_audit_rfc.png

 

Creating an Item within an RFC

An RFC within a Group Template can be used to create a new Item. For example, a Group Template can include a Quick Call task to purchase a new piece of hardware. When the Group Template is applied, the RFC is created and assigned the Unknown Item. When the RFC moves into an Item Editable Workflow State, a New button appears next to the Unknown Item, which allows the User to define the new Item details.

 

See: Group Templates for more information about defining an RFC Quick Call.

 

To create a new Item within the RFC:

  1. Go to Changes>Change Requests

  2. Select the relevant Change ID# of the RFC to define the Item

  3. Click Edit
    To define the Item, the RFC must be in an Item Editable Workflow State to access the New button.

    create_item_rfc.png

  4. Click the inline_add.png, next to the Item Type 'Unknown'
    The Item creation screen appears.

    rfc_new_item_info.png

  5. Define the Item details
    Search and select the Item Type, click Next and enter any known information within the Item Details fields.
    See:  Creating Items for more information about configuring an Item. 

  6. Click Save when completed
    The new Item is assigned to the RFC and created within the CMDB.

  7. Click Apply to add the new Item details to the associated RFC

  8. Select the Summary tab to return to the RFC Information screen
    Continue to work on the RFC as required.

  9. Click Save and Done.
    The new Item and RFC updates are committed to the database.