Configuration Item Not Required for Customers


The rule that dictates when the Configuration items field of a request becomes required has been perfected just a little more.  This time, the objective was to ensure that specialists of a customer organization never become responsible for selecting the correct CI in a request that was automatically completed by a provider without selecting a configuration item.

To accomplish this, the green text has been added to the validation logic of the Configuration items field of the Request form:

Requires at least one configuration item which account, or support account, equals the account of the service instance when the category is ‘Incident’, at least one configuration item is linked to the service instance, the current user has the Specialist role of the account in which the service instance is registered, and the completion reason is ‘Solved’, ‘Workaround’, ‘Conflict’ or ‘Unsolvable’.