Updating configuration items
One type of configuration management request is a request to update one or more configuration item (CI) records.
You might be asked to update one or more CI records as the result of a completed change process, or as part of resolving audit variances. The request might be opened using the Process Requests application or from within a change being processed through the Changes application. When you accept such a request, a work order is created and a default job plan is created. You can click on the work order to open the Configuration Processes application. You can view the tasks in the work order and perform them or assign them to an appropriate owner.
You can change the assigned job plan in the Job Plans application. If you want to choose a different job plan to be used for a work order, you must make the change before putting the work order into "In progress" status. You can modify the individual tasks within the work order without choosing a different job plan.
- Update attributes or relationships manually in the Configuration Items application
- Choose the Move/Swap/Modify action.
- If the request is to update one or more CIs to match the corresponding actual CIs, you can either start with the actual CIs and re-promote them, or you can start from the authorized CIs and synchronize them with the actual CIs.
If any CI that you plan to update is in a protected state in its lifecycle, a valid change is required in order to modify any of its attributes or change its status. The change must be in Approved or In Progress state, and it must identify the CI as a target. You can enter the change number or select it from a list when you use any of the methods listed above to modify the CI.