The CMDB in Novell Service Desk assigns an unique number to each entry at the time of creation. The main advantage of this is administrative; you don’t need to worry about it. However there are drawbacks.
Consider ACME Corporate who has asset tags on their equipment. End users at ACME are used to reading out the asset tag to the service desk who would then use this to find the item. You would configure Novell Service Desk to store the asset tag as part of an Items details. So far, so good.
When an end user at ACME contacts the service desk, the Technician has to search the CMDB to find the Item for the request. The Technician performs the following procedure
2) Find Item for the request by selecting the Category, click on Advanced, choose Asset tag and type in the tag
Which is somewhat cumbersome.
Novell Service Desk allows the use of custom Item numbers. You can then use whatever value you desire e.g asset tag, hostnames, serial numbers etc..
ACME technician request logging experience becomes:-
2) Find Item for the request by typing the asset tag into Item Number box
Much easier and quicker.
Configure this by:-
- Log into Novell Supervisor as someone who has the Supervisor role.
- Click on [Setup ]
- Click on Setup tab
- Click on Privileges
- Within Privileges panel, click on System tab
- Set Edit Item Numbers to Yes
- Click on Save
You’re now able to use custom Item numbers