Configuration item in tickets

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Joined: Sun Sep 27, 2015 8:00 pm

Mon Sep 28, 2015 6:48 pm

Context: I have been part of several service desk and observed that the affected CI in any ticket is populated as the one that the support representative analyses is actually faulty.
For eg: A user would be unable send emails if the enterprise account is locked and an active directory unlock resolves the issue, hence the affected CI is Active Directory.

Question: Is there a scope in ITIL to add a resolving CI along with affected CI and would that be ITIL compliant?

In the above context, the Affected CI can be changed to Outlook/Email and the Resolving CI can be Active Directory.

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