Configuration items (CMDB)
The register of servers, apps, services and devices, and how they depend on each other.
Assets → Configuration Items
The CI register — servers, apps, services, databases, and network devices, plus how they depend on each other. Anyone with CMDB read access can see it; creating, editing, relating or deleting CIs needs the matching CMDB permission.
Relationships
Directional, not symmetric — "checkout-api depends on prod-db-1" is a different statement from the reverse. Pick whichever direction actually describes the dependency:
- Depends on — this CI needs the target to function.
- Hosts — this CI runs/contains the target (e.g. a server hosts an application).
- Connects to — a looser link with no dependency direction implied either way.
- Part of — this CI is a component of the target (e.g. a disk is part of a server).
Impact analysis
Expanding a CI shows everything one hop out in its relationship graph — what depends on it, and what it depends on — plus every ticket linked to it. It doesn't walk further than one hop; a CI two steps away won't show up here even if it's effectively affected too.
Linking to tickets
Incidents, Problems and Changes have an "Affected configuration items" section on their detail pages for linking and unlinking CIs. Support tickets and service requests can carry assets too — picked on the New ticket form, or given with Hand over device — but have no such section.
Who has it — Assigned to
- Assigned to records the person who uses an asset — the device they were given — and since when. It grants them no access; the separate customer setting decides whose environment an asset belongs to.
- Their page lists them under Devices, and each of their tickets shows them under their name — so “my laptop won't charge” already says which laptop.
- On a ticket, Hand over device gives an asset to the ticket's requester in one step: assigned from today, linked to the ticket, and written in its history (naming who had it before, for a reissue).
- Importing tickets assigns a laptop, desktop or phone a ticket names to that ticket's requester, if nobody has it already. Shared kit is never assigned this way.
- With directory sync, someone who leaves while still holding devices can open a ticket to collect them — see Settings → Single sign-on.