Viewing and actioning the exception reports

At the scheduled times set in Configuring the exception reports, the Background Service compares the values stored in the database with the matching values discovered in the external system. Any differences in the mapped values are recorded in an exception report that you view using the CI Exception Reports component.

From the exception report, you can choose how to handle any exceptions that have been discovered. You can choose to ignore the exception, or log a Change to either reject or accept the discovered exception. Before you can use these actions, you need to configure which Change processes you want to use with the exception reports.

To configure the processes used to manage exceptions:
  1. Start the CI Exception Reports component.

You may need to add this component to the Shortcut Bar.

  1. In the CI Exceptions tree, click the CI Exception Configurations node at the top of the tree, then in the Actions list, click Configuration.
    The Configuration dialog appears.
  2. In the Accept group, select the Change Process and (optionally) Template that you want to use to manage the acceptance of a discovered exception.
  3. In the Reverse group, select the Change Process and (optionally) Template that you want to use to manage the reversal of a discovered exception, then click OK.
    The Configuration dialog closes, and the processes are set.

When you have configured the Accept and Reverse processes, you can view the exception reports and decide what to do about the discovered exceptions.

To view the exception reports:
  1. Start the CI Exception Reports component.
  2. In the CI Exceptions tree, expand the branch for the required date and the required exception schedule, then click the required report. The report is named with the time it was generated.

The report appears on the right-hand side of the CI Exception Reports component. It is generated using the CI Exceptions query, which is based on the Configuration Management\Exception Attribute object, and is set as the default query for this object.

A group appears in the exception report for each CI that reports differences between the recorded and discovered values for a mapped attribute. With in the group, a row appears for each attribute that has changed.

  1. Select a row in the report.
    The Actions list updates.
  2. Select the required action:
    Open – displays the window for the affected CI.
    Accept – creates a Change that you can progress using the process you configured to accept the exception. Use this if you are happy with the unauthorized change and want to log a Change to enable you to update the CI record in your database.
    Reverse – creates a Change that you can progress using the process you configured to reverse the discovered exception. Use this if you want to reverse the unauthorized change.
    Accept and Reverse – creates two Changes: one to accept the unauthorized exception initially, and another to reverse it. Use this if you want to record that the change actually happened, but that it was then reversed.
    Ignore – marks the exception as ignored. Use this if, for example, you are aware that work is in progress for an existing Change. You are prompted to provide a reason for ignoring the exception, and can provide an Exception Category.
    Delete Result – deletes the exception report.