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Managing Problems › Problem Management › IT Service Management
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Associate CIs with Problem

Associate multiple affected or impacted configuration items (CIs) to a problem to find out all the CIs that are affected by the same problem.

Before you begin

Role required: itil, sn_problem_write, admin, problem_admin, problem_coordinator or problem_manager

About this task

Use the Configuration Item field when there is a single, primary CI that is the cause of the problem and the Affected CIs or the Impacted Services/CIs related list when multiple CIs are affected by the problem.

Procedure

  1. Navigate to All > Problem > Open.

  2. Open the problem record to which you want to associate CI items.

  3. Perform the following actions:

OptionsProcedures
Configuration item
  1. Click the lookup icon (
    Image omitted: look-up-icon.png
    Lookup icon).</li>
  2. Select configuration item.

Note: By default, Service Offering is filtered out and CIs with Principal Class are selected. The Principal Class filter functionality is applicable to the new customers starting the Paris release.

Affected CIs
  1. Click Add.
  2. Select configuration items.

Note: By default, Service Offering is filtered out and CIs with Principal Class are selected. The Principal Class filter functionality is applicable to the new customers starting the Paris release.

Image omitted: affected-ci-offering-filter.png
Filter in Affected CIs related list</p>
  1. Click Add Selected.
Impacted Services/CIs
  1. Click Add.
  2. Select configuration items.

Note: By default, Service Offering is filtered out.

  1. Click Add Selected. Note: If the Impacted Services/CIs is not visible on the form, configure the form layout.

Parent Topic:Managing Problems