Track how configuration items (CIs) relate to IT service records like incidents, problems, and change requests. Use affected and impacted CI references to improve context, speed up resolution, and reduce service disruption.
Required Editions
| Available in: Lightning Experience |
| Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service that have CMDB and Service Graph enabled. |
When Configuration Management Database (CMDB) is integrated with incident, problem, and change records, you can reference relevant configuration items directly from these records. The references appear as affected CIs and impacted CIs, populated from live CMDB data.
Linking CIs with IT Service records helps you trace disruptions to the source, understand dependencies, and assess risk before taking action. The affected CIs and impacted CIs related lists appear on these records once CMDB is enabled and related permissions are configured.
Affected CIs are the configuration items directly involved in an incident, problem, or change request. Impacted CIs are the configuration items related to those affected CIs.
- Open an incident, problem, or change request.
- Click the Related tab.
-
On the Affected CIs related list, click
Add.
To identify affected CIs with Einstein instead, follow the steps in Identify Affected Configuration Items for IT Service Records with Einstein.
- In the Add Configuration Item window, select the configuration items.
- Save your changes.
- Repeat the above steps to add configuration items on the Impacted CIs related list.