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            Integration of CMDB with IT Service Records Using Affected and Impacted CIs

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            Integration of CMDB with IT Service Records Using Affected and Impacted CIs

            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, change, and release records, support teams can reference relevant configuration items directly from these records. The references appear as affected CIs and impacted CIs, populated from live CMDB data.

            The linking of CIs with IPCR records helps teams trace disruptions to the source, understand dependencies, and assess risk before taking action. The affected and impacted CI panels appear in ITSM records once CMDB is enabled and related permissions are configured.

             
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            Salesforce Help | Article