# HP OpenView Service Desk

## version 4.5
Generic association mechanism

December 2005

© Copyright 2005 Hewlett-Packard Development Company, L.P.

## Content:

Last-minute information
Introduction
Getting Started
Known errors and limitations

## LAST-MINUTE INFORMATION

There is no last-minute information.

## INTRODUCTION

Generic Relation is introduced to establish relation between two arbitrary items in Service Desk.

Generic Relation Group is to implement N to M relations between items.

A new UI Rule action "Limit field value range by relations" is added to limit available values of code field in a form by pre-defined Generic Relations.

## GETTING STARTED

### Generic Relation and relation type

#### Generic Relation

A Generic Relation is a relation between two arbitrary items in Service Desk. For example, with Generic Relation you can establish relations between CI (Configuration Item) and Service Call Classification.

#### Generic Relation Type

Generic Relation Type is to describe the nature of relations, which contains Name, From Item and To Item. For example, Name is "Incident to Form", From Item is "Incident" and To Item is "Form". Many relations share one Generic Relation Type.

In general, system administrator predefines Generic Relation Types and relations created by normal user is restricted to these Generic Relation Types.

#### Example

Logon with system administrator, open administrator console, go to "Data > Codes > General > Generic Relation Type":

Figure 1

Create a Generic Relation Type:

Figure 2

Customize the CI form and Service Call Classification form to add field "Generic Incoming Relations" and "Generic Outgoing Relations":

Figure 3
Figure 4

Normal service desk user with write access to "Generic Incoming Relations" and "Generic Outgoing Relations" of CI can modify Generic Relations on CI form:

Figure 5
Figure 6

System administrator can modify Generic Relations on Service Call Classification form:

Figure 7

System administrator can also directly view and modify all relations of this type in the Generic Relation Type form:

Figure 8

### Generic Relation group and group type

#### Generic Relation group

Generic Relations are very practical for one to one relations between Service Desk items. For N to M relations with repeating groups, they are less practical because each relation has to be explicitly defined. To reduce the number of relations required, Generic Relation Group is introduced.

For example, there are three computers need to be upgraded or installed software or have a performance test. With generic relations, each relation should be defined explicitly:

Figure 9

With Generic Relation Groups, repeated N to M relations can be expressed with single relations.

Figure 10

#### Generic Relation group type

Generic Relation Group Type is to classify usage of different Generic Relation Groups.

For example, system administrator can define two types of group to be used between CI and Service Call Classification, "Hardware
Maintenance" and "Hardware Application".

With these two Generic Relation Group Types, system administrator can define the following Generic Relation Types:

- "CI to Maintenance group"
- "CI to Application group"
- "Maintenance group to Service Call Classification"
- "Application group to Service Call Classification"

When adding Outgoing relations from CI, user can first choose the Relation Type "CI to Maintenance group" or "CI to Application
group" then choose the group correspondingly.

Figure 11

Also, Generic Relation Group Type can be used to limit creation of relations.

Imagine a case where Persons can only be related to CIs, and Organizations can only be related to Service Calls. With Generic Relation Groups, the following relation types are created:

- "Person to Group"
- "Group to CI"
- "Organization to Group"
- "Group to Service Call"

Now it is possible to relate Persons to Service Calls, and organizations to CIs.

- "Person to Group" -> "Group to Service Call"
- "Organization to Group" -> "Group to CI"

Figure 12

With Generic Relation Group Type, we can define two group types.

- "Group A" (used between Person and CI)
- "Group B" (used between Organization and Service Call)

And we define the following relation types

- "Person to Group A"
- "Group A to CI"
- "Organization to Group B"
- "Group B to Service Call"

As a result, the possible chains are limited to:

- "Person to Group" -> "Group to CI"
- "Organization to Group" -> "Group to SC"

Figure 13

#### Example

Logon with system administrator, open administrator console, go to "Data > Codes > General > Generic Relation Group Type":

Figure 14

Create a Generic Relation Group Type:

Figure 15

Add groups for this group type:

Figure 16

Define Relation Types using this Group Type:

Figure 17

Figure 18

Customize the CI form and Service Call Classification form to add field "Generic Incoming Relations" and "Generic Outgoing Relations":

Figure 19

Figure 20

Normal service desk user with write access to "Generic Incoming Relations" and "Generic Outgoing Relations" of CI can modify Generic Relations on CI form:

Figure 21

System administrator can modify Generic Relations on Service Call Classification form:

Figure 22

System administrator can also directly view and modify all relations based on this group type in the Generic Relation Group Type form:

Figure 23

### New UI Rule action: Limit field value range by relations

#### UI Rule action: limit field value range by relations

A new UI Rule action: "Limit field value range by relations" is added to Service Desk based on the Generic Relation feature.

For example, in a Service Call, the available selection of Service Call Classification can be restricted by selected CI value base on the Generic Relations from CI to Service Call Classification.

There are two typical scenarios:

- Use direct Generic Relations between Source Field and Target Field.
- Use Generic Relations incorporate with Generic Relation Groups.

#### Example: limit field value range by Generic Relations

This example is based on the example of Generic Relation. I.e. Generic Relation Type from CI to Service Call Classification has been defined and several relations has been added based on this type.

Create a Service Call UI Rule when a value as changed:

Figure 24

Add trigger Criterion CI is changed:

Figure 25

Add action "Limit field value range by relations":

Figure 26

Limit target field "Classification" by source field "Configuration Item" base on Generic Relation Type "CI to SC Classification":

Figure 27

In a service call form, modify CI field and UI rule will be triggered. A quick find dialog will popup with restricted Classification Code values for selection:

Figure 28

The value list will also be limited if user click "Quick Find" button next to Classification field. Value list of Classification will be refreshed when CI in service call is changed.

#### Example: limit field value range by Generic Relations based on Generic Relation Groups

This example is based on the example of Generic Relation Group. I.e. Generic Relation Group Type and Generic Relation Types between CI and Service Call Classification have been defined and several relations have been added.

Create a Service Call UI Rule when a value as changed:

Figure 29

Add trigger Criterion CI is changed:

Figure 30

Add action "Limit field value range by relations":

Figure 31

Limit target field "Classification" by source field "Configuration Item" based on Generic Relation Types "CI to GR Group" and "GR Group to SC Classification":

Figure 32

In a service call form, modify CI field and the UI rule will be triggered. A quick find dialog will popup with Classification Code values restricted by chain "CI to GR Group" -> "GR Group to SC Classification"

Figure 33

Figure 34

Figure 35

## KNOWN ERRORS AND LIMITATIONS

Generic association mechanism is different from existing relations in Service Desk.

Service Desk has defined many relations according to industrial best practices which express the standard business relations. E.g. service call relate with problem, problem relate with change, change can have a set of work orders, work order is related with CIs, etc.

Generic Relation is intended to allow user add additional customized relations between any Service Desk items. The relations can be viewed and also used in UI Rule Action "Limit field value range by relations".

The additional Generic Relations is independent with existing relations.