High Level ServiceNow Data Model Relationships. Service Catalog Data Model. IT Cost Management Data Model. SLA Data Model Assets Covered.

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1 High Level Now Data Model Relationships 2 3 Data Model Catalog Approval Catalog Data Model Content 9 Knowledge Data Model Caller Requested by Assigned to Location Cards Available for Business Affected Products Requested by Requested for Affected CI Impacted 1 Organizational Data Model Expense Line 7 Supported by Approval Group Managed by CI Cards 4 CMDB Data Model Measures Levels provided Contract s Contract Locations 8 Cost Center Department Assigned to Owner Location Chargeback to Expense Allocation IT Cost Management Data Model 5 Expense Line CI linked to Asset 6 SLA Data Model Assets Covered Asset & Contract Data Model Model Category Model Data Model

2 1 Organizational Data Model Cost Center cmn_cost_center Company core_company Location cmn_location Department cmn_department sys_user Reports to Skill cmn_skill Has Skills sys_user_has_skill Has roles sys_user_has_role Roles sys_user_role Contained Skills cmn_skill_contains Is member of sys_user_grmember Has roles (sys_group_has_role) Has Skills sys_group_has_skill Group sys_user_group Types (examples) Support (ActionCentre) Access (DL, Security) Catalog: (Approval) Change (CAB)

3 2 Data Model Extensions Business Incident Categorization Impact s Affected CI - Opened by - Assigned to - Assignment Group - Closed by - Location - Company Problem Change Problem Root Cause Analysis Change Impact Assessment Approval Request Problem Affected CI Impact s Affected CI Configuration Business Configuration Change Request Requested Part of Business Catalog Create new Configuration KB submission Planned Knowledge Article Project Categorization Related to Affected CI Configuration Project Release Categorization Affected CI Application Defects Enhance ments

4 3 Catalog Data Model Category (sc_category) Product Model cmdb_model Product Catalog pc_product_cat_item Record Producer sc_cat_item_producer Incident, Change, Enhancement, Defect, Project etc Vendor Catalog pc_vendor_cat_tiem Catalog (sc_cat_item) Business Catalog Entry sc_cat_item_service Ordered Link Request sc_request sc_ordered_item_link Workflow Creates Requested sc_request_item Grouped together by Offering Workflow Approval Activity Creates Approval sysapproval_ approver service_offering Workflow Activity Approval Group sysapproval_ group Creates tasks to fulfill the request 1. Order & Receive 2. Configure 3. Install When closed it creates a CI * Configuration cmdb_ci

5 3a Catalog Data Model Extensions Catalog (sc_cat_item) Hardware Catalog pc_hardware_cat_item Product Catalog (pc_product_cat_item) Configuration cmdb_ci Product Model cmdb_model Software Catalog (pc_product_cat_item) Business cmdb_ci_service Hardware Model cmdb_hardware_product_model Record Producer sc_cat_item_producer Offering service_offering task Content sc_cat_item_content Request sc_request Wizard Launcher sc_cat_item_wizard Requested sc_request_item Order Guide sc_cat_item_guide Approval Group sysapproval_group Approval (user) sysapproval_approver Business Catalog Entry sc_cat_item_service Catalog sc_task

6 4 CMDB Data Model Location Catalog Business Process Business Catalog Entry Enables Is enabled by Business Depends on Used by Business Depends on Used by BlackBerry Depends on Used by Access provided by Application Runs Exchanges data with Application Group Provides access to Exchange Runs on Server BES Runs on Is member of Exchanges data with Sends data to Receives data from Network Switch Storage Device Depends on Computer Room AC Cooled by Zone contains Cools Houses Zone Contains Room Computer Room Located in Data Center Located in SLA Offering - International - Local Runs Server Hosts In Rack Rack Contains Rack Located in Zone Powered by Offering Commitments Availability Subscription by Location M Subscription by Provides DR for Hosted on Database Depends on Used by MSFT SQL Instance Powers Circuit Feeds Fed by UPS Commitment Outages DR Provided by Location Server DR 34

7 Configuration cmdb_ci 4a CMDB Hardware Data Model Extensions Disk cmdb_ci_disk Network Adapter cmdb_ci_network_adapter Memory Module cmdb_ci_memory_module Hardware cmdb_ci_hardware Computer Peripheral cmdb_ci_peripheral Accessory cmdb_ci_acc Communication Device cmdb_ci_comm IP Phone cmdb_ci_ip_phone Storage Disk cmdb_ci_storage_disk Network Gear cmdb_ci_netgear Computer cmdb_ci_computer Printer cmdb_ci_printer Storage Device cmdb_ci_msd UPS cmdb_ci_ups PDU cmdb_ci_pdu IP Switch cmdb_ci_ip_switch IP Router cmdb_ci_ip_router Server cmdb_ci_server Netware Server cmdb_ci_netware_server Storage Server cmdb_ci_storage_server OS/X Server cmdb_ci_osx_server Windows Server cmdb_ci_win_server Linux Server cmdb_ci_linux_server IBM Mainframe LPAR cmdb_ci_mainframe_lpar IBM Mainframe (cmdb_ci_mainframe) Vmware vcenter Server Object cmdb_ci_vcenter_server_obj UNIX Server cmdb_ci_unix_server CIM Server cmdb_ci_cim_server Load Balancer cmdb_ci_lb ESX Server cmdb_ci_esx_server AIX Server cmdb_ci_aix_server HP Server cmdb_ci_hpux_server Solaris Server cmdb_ci_solaris_server F5 BIG IP cmdb_ci_lb_bigip

8 Configuration cmdb_ci 4b CMDB Application & Software Data Model Extensions Application (cmdb_ci_appl) Patch cmdb_ci_patches Software cmdb_ci_spkg Web Application (cmdb_ci_web_application) Web (cmdb_ci_web_service) Web Site (cmdb_ci_web_site) Oracle Database Listener cmdb_ci_db_ora_listener Database Instance (cmdb_ci_db_instance) Application Server (cmdb_ci_app_server) Infrastructure (cmdb_ci_infr_service) Vmware vcenter Instance cmdb_ci_vcenter Tomcat cmdb_ci_app_server_tomcat JavaServer cmdb_ci_app_server_java Directory Server cmdb_ci_directory_server Server cmdb_ci_ _server MSFT SQL Instance (cmdb_ci_db_mssql_instance) Desktop Software cmdb_ci_desktop_software JBoss cmdb_ci_app_server_domino Domino cmdb_ci_app_server_domino LDAP Server cmdb_ci_ldap_server FTP Server cmdb_ci_ftp_server Oracle SQL Instance (cmdb_ci_db_ora_instance) Infrastructure Software cmdb_ci_inf_software IBM Websphere cmdb_ci_app_server_websphere BEA Weblogic cmdb_ci_app_server_weblogic Web Server cmdb_ci_web_server IP Server cmdb_ci_ip_server Notes Instance (cmdb_ci_db_notes_instance) Application Software cmdb_ci_application_software

9 Configuration cmdb_ci 4c CMDB Virtualization Data Model Extensions Virtual Machine cmdb_ci_vm Virtual Machine Object cmdb_ci_vm_object Zones cmdb_ci_vm_zones VMware cmdb_ci_vm_vmware Virtual Machine Instance cmdb_ci_vm_instance Virtual Machine Template cmdb_ci_vm_template VMware vcenter Object cmdb_ci_vcenter_object KVM Object cmdb_ci_kvm_object Hyper-V Object cmdb_ci_hyper_v_object Parallels cmdb_ci_vm_parallels EC2 Virtual Machine Instance cmdb_ci_ec2_instance VMware Virtual Machine Template cmdb_ci_vmware_template VMware vcenter Cluster cmdb_ci_vcenter_cluster VMware vcenter Network cmdb_ci_vcenter_network Storage Pool cmdb_ci_kvm_storage_pool Hyper-V Cluster cmdb_ci_hyper_v_cluster Hyper-V Resource Pool cmdb_ci_hyper_v_resource VMware Virtual Machine Instance cmdb_ci_vmware_instance Hyper-V Virtual Machine Instance cmdb_ci_hyper_v_instance VMware vcenter Datastore cmdb_ci_vcenter_datastore VMware vcenter Datacenter cmdb_ci_vcenter_datacenter Network cmdb_ci_kvm_network Hyper-V Network cmdb_ci_hyper_v_network Hyper-V Resource Pool Component cmdb_ci_hyper_v_rpool_co mp KVM Virtual Machine Instance cmdb_ci_kvm_vm_instance Solaris Virtual Machine Instance cmdb_ci_solaris_instance ESX Resource Pool cmdb_ci_esx_resource_pool VMware vcenter Folder cmdb_ci_vcenter_folder Storage Volume cmdb_ci_kvm_storage_volume

10 4d CMDB Data Model Extensions Configuration (cmdb_ci) Business Process cmdb_ci_process Group cmdb_ci_group Business Cmdb_ci_service Group Relationship cmdb_rel_group Offering service_offering

11 4e CMDB Network Data Model Extensions Configuration (cmdb_ci) Network Infrastructure dscy_net_base IP Network cmdb_ci_ip_network Network Traffic cmdb_ci_net_traffic IP Address cmdb_ci_ip_address IP Address to DNS Name cmdb_ip_address_dns _name DNS Name cmdb_ci_dns_name Switch Forwarding Rule dscy_swtch_fwd_rule Next Hop Routing Rule dscy_route_next_hop Exit Interface Routing Rule dscy_route_interface Router Interface dscy_router_interface Switch Partition dscy_swtch_partition Switch Port dscy_switchport Wire dscy_net_wire Wire dscy_net_wire Exit Interface Routing Rule dscy_route_interface

12 Configuration (cmdb_ci) 4f CMDB High Availabilty Data Model Extensions Storage File Share cmdb_ci_storage_fileshare Storage Volume cmdb_ci_storage_volume Cluster Virtual IP cmdb_ci_cluster_vip Cluster Resource cmdb_ci_cluster_resource Environment cmdb_ci_environment Load Balancer cmdb_ci_lb_service Load Balancer Pool cmdb_ci_lb_pool Load Balancer VLAN cmdb_ci_lb_vlan Storage Port cmdb_ci_storage_port Storage HBA cmdb_ci_storage_hba Cluster cmdb_ci_cluster Cluster Node cmdb_ci_cluster_node Load Balancer Pool Member cmdb_ci_lb_pool_member Load Balancer Interface cmdb_ci_lb_interface Load Balancer VLAN cmdb_lb_vlan Load Balancer VLAN cmdb_lb_vlan_interface Windows Cluster Resource cmdb_ci_win_cluster_resource Windows Cluster cmdb_ci_win_cluster Windows Cluster Node cmdb_ci_win_cluster_node

13 Configuration cmdb_ci 4f CMDB Other Data Model Extensions Database cmdb_ci_database File System cmdb_ci_file_system Print Queue cmdb_ci_print_queue IP Instance cmdb_ci_ip_service Tomcat Connector cmdb_ci_tomcat_connector Websphere Cell cmdb_ci_ip_websphere_cell Database Catalog cmdb_ci_db_catalog Printer Instance cmdb_printer_instance Printer Instance cmdb_print_queue_instance Printer Supplies discovery_printer_supplies MSFT SQL Catalog cmdb_ci_db_mssql_catalog Oracle Catalog cmdb_ci_db_ora_catalog NFS File System cmdb_ci_file_system_nfs UNIX Daemon cmdb_ci_unix_daemon Sybase Catalog cmdb_ci_db_syb_catalog MySQL Catalog cmdb_ci_db_mysql_catalog SMB File System cmdb_ci_file_system_smb Windows cmdb_ci_windows_service DB2 Catalog cmdb_ci_db_db2_catalog

14 Configuration (cmdb_ci) 4h CMDB Physical Infrastructure Data Model Extensions Computer Room cmdb_ci_computer_room Data Cemter cmdb_ci_datacenter UPS cmdb_ci_ups Circuit cmdb_ci_circuit Outlet cmdb_ci_pdu_outlet Data Center Zone cmdb_ci_zone UPS Output cmdb_ci_ups_output Rack cmdb_ci_rack UPS Bypass cmdb_ci_ups_bypass UPS Alarm cmdb_ci_ups_alarm UPS Input cmdb_ci_ups_input

15 5 Asset Data Model Transfer Order Transfer Order Line Depreciation Stock Room Rule Catalog sc_catalog_item Product Model cmdb_product Model Component Hardware Model cmdb_hardware_pr oduct_model Software Model cmdb_software_pro duct_model Application Model cmdb_application_pr oduct_model Consumable Model cmdb_consumable_ product_model With the Aspen version and earlier the CMDB was used for both CI and asset information. This was accomplished by having two views of the same record with different attributes (and related lists) displayed Asset View (Financial Attributes) - Assigned to - Cost - Purchase date - PO number - invoice number - warranty expiry CI Class Specific View (Configuration attributes) - OS - RAM - Disk capacity - Software version And Relationship to other CI s - Depends on - Used by - DR provided by Stockroom Model Category cmdb_model_ category Asset Class Hardware Asset alm_hardware Configuration cmdb_ci The challenge with this approach was it could not handle CI s that were not assets (IP Networks) and Assets that were not CI s (toner cartridges, desks, cubicles etc.) Company core_company Location cmn_location Cost Center cmn_cost_ce nter sys_user Asset alm_asset SLA Contract Software Asset alm_software Consumable alm_consumable Lease With the Berlin version, a completely new set of tables were created to separate asset records from Configuration s in the CMDB. The Model Category enabled the auto-population of the appropriate asset tables based on matching the CI Class with the corresponding asset table (ie AIX Server to Hardware Asset table) When the asset record is created it is linked to the corresponding CI record as are three fields by default (assigned to, location and cost) When any of these fields change in either table, the corresponding record in the other table is automatically updated. Contract Assets Covered Warranty The Contract table has also been extended to support different types of contracts

16 5a Hardware Asset Data Model CMDB CI Class Model Category cmdb_model_category Hardware Model cmdb_hardware_product_ model Asset Class Location cmn_location Manufacturer core_company Depreciation cmdb_depreciation Hardware alm_hardware Configuration cmdb_ci Cost Center cmn_cost_cener Fixed Asset to Asset m2m_fixed_as set_to_asset Allocated to Asset Covered Asset Entitlement alm_entitlement_asset Licensed by Software License alm_license clm_m2m_contract_asset Contract Model cmdb_contract_product_mo del Contract Model Contract (ast_contract)

17 5b Software Asset Data Model Asset Covered clm_m2m_contract_asset Manufacturer core_company Software License Calculation cmdb_sw_license_calculation Contract ast_contract Software Discovery Model cmdb_sam_sw_discovery_model Model Category cmdb_model_category Software Model cmdb_software_product_model Software Counter sam_sw_counter Software Installation cmdb_sam_sw_install Software Usage cmdb_sam_sw_usage Software Counter Result sam_sw_counter_summary Software Counter Summary sam_sw_counter_summary Software License alm_license Software Counter Detail sam_sw_counter_detail Licensed by Installed on Asset Entitlement alm_entitlement_asset Allocated to Computer cmdb_ci_computer Accessed from Entitlement alm_entitlement_user Assigned to sys_user

18 5c Contract Data Model Manufacturer core_company Contract ast_service Cost Center cmn_cost_center Model Category cmdb_model_category Product Model cmdb_model Vendor core_company Contract Model Contract ast_contract Contract Administrator sys_user Asset Covered Contract Used by clm_m2m_contract_asset Asset alm_asset Lease Instance ast_contract_instancet Configuration cmdb_ci

19 6a Model Management Data Model Configuration cmdb_ci Computer cmdb_ci_computer Software Package cmdb_ci_spkg Asset alm_asset Hardware Asset alm_hardware Software License alm_license Consumable Asset alm_consumable Product Model cmdb_product_model Hardware Model cmdb_hardware_product_model Software Model cmdb_software_product_model Consumable Model cmdb_consumable_product_model Application Model cmdb_application_product_model Model Category cmdb_model_category

20 6b Model Management Table Extension Configuration cmdb_ci Hardware cmdb_ci_hardware Software Package cmdb_ci_spkg Application cmdb_ci_appl Computer cmdb_ci_computer Asset alm_asset Hardware Asset alm_hardware Software License alm_license Consumable Asset alm_consumable Product Model cmdb_model Hardware Model cmdb_hardware_product_model Software Model cmdb_software_product_model Consumable Model cmdb_consumable_product_model Application Model cmdb_application_product_model

21 7 IT Cost Management Data Model A rate is defined to a specific task type (ie routine change request costs $150 Time Worked Incident has a task time worked for 1 hour Rate Card or Labor Rate Card Billable Rate Expense is created based on the fixed fee based on task rate card Expense is created based on the workers bill rate or fixed fee based on task rate card Business Expense Lines Based on CMDB Relationship aggregation Business Used by Expense Allocations Track capacity and usage of business services Depends on Application Runs Runs on Server Defines which CIs to distribute a distribution cost to Costs to be distributed as expense lines to multiple CIs based on some logic ie. Data center or Site License costs Distribution Rules Distribution Costs Generates expense lines for each CI Generated at some interval (ie monthly) based on current CI Costs Expense Lines Allocation Rules Expense Allocation Defines how to process expense lines to assign them to a business entity Records representing a relationship between an expense and any other record Department Cost Center Configuration Asset CI Rate Card (template) Creates Collection of cost related entries associated to a group of configuration items Could define multiple types (budget, forecast, actual CI Rate Card Costs Fixed, recurring, and depreciation cost entries for a individual CI or a CI model Creates Creates Expense Allocation Summaries Chargebacks Associate a budget to one or more cost centers Budget Assets Covered Contract Contract Rate Card Snapshot of current expenses for a business service, by cost type Used to allocate expenses to cost centers or other business entities Track planned, actual, and projected expense allocations

22 8 Level Agreement Data Model Company (core_company) Contract ast_service (sys_user) Contract CI (contract_rel_ci) Assets Covered (clm_m2m_contract_asset) Contract Locations (contract_rel_location) Contract (contract_rel_user) Child Contracts Contract SLA contract_rel_contract_sla (task) Configuration cmdb_ci Asset alm_hardware Location cmn_location sys_user Contract ast_contract Contract Rate Card fm_contract_rate_card Metric Definition metric_definition Metric Instance metric_instance SLA task_sla SLA contract_sla Relative Duration cmn_relative_duration Business cmdb_ci_service (service_subscribe_location) Expense Line fm_expense_line Child Schedule cmn_other_schedule Schedule cmn_schuedule Referenced by cmn_other_schedule SLA Conditions sla_condtion_class Commitment service_commitment Offering service_offering (service_subscribe_sys_user) Schedule Entries cmn_schuedule_span Offering SLA Results service_sla_result

23 9 Knowledge Management Data Model KB Submission kb_knowledge Creates task sys_user Creates Roles Source sys_user_role Author Knowledge Article kb_knowledge CMDB CI Document dms_document Knowledge Record m2m_document_knowledge Knowledge Related to Products m2m_kb_ci Configuration cmdb_ci Knowledge Applied to s m2m_kb_task task Content sc_cat_item_content Knowledge Feedback kb_feedback Knowledge Use kb_use Knowledge Management Data Model Extensions Knowledge Article kb_knowledge Policy grc_policiy task KB Submission kb_knowledge

24 10a Work Management Data Model Company (Primary) Company (Customer) core_company core_company Department Vendor cmn_department core_company Skills cmn_skill Has Skills (sys_user_has_skill) sys_user Model Category cmdb_model_category Has roles Is member of (sys_user_grmember) Group has skills Roles sys_user_role Has roles Group sys_group Configuration cmdb_ci Location cmn_location Groups covering: Qualifier Dispatch Assignment (sys_group_covers_location) Affected CI (wm_m2m_order_affected_ci) Product Model cmdb_model Affected CI Work Order wm_order (wm_m2m_order_affected_ci) (Caller) sys_user Part Requirement wm_part_requirement Work wm_task SLA (task_sla) A rate is defined to a specific task type (ie routine move task costs $150 Asset Usage wm_asset_usage) SLA contract_sla Time Worked task_time_worked (sys_user) Contract SLA Rate Card Billable Rate or Contract ast_contract (contract_rel_contract_sla) Labor Rate Card Asset Covered (clm_m2m_contract_asset) Expense is created based on the fixed fee based on task rate card Expense is created based on the workers bill rate or fixed fee based on task rate card Asset alm_asset Transfer Order alm_transfer_order Location cmn_location Expense Lines fm_expense_line Transfer Order Line (alm_transfer_order _line) From To Stockroom alm_stockroom Stockroom Type alm_stockroom_type

25 10b Work Management Group Data Model Group (Initiator) sys_user_group Group (Qualifer) sys_user_group Group (Dispatcher) sys_user_group Locations Covered Locations Covered Dispatches Work Group (wm_m2m_group_dependency) Covered by Dispatch Group Locations Covered Group (Work) sys_user_group Location cmn_location Locations Covered Department cmn_department Has Skills (sys_group_has_skill) Is member of (sys_user_grmember) Has roles (sys_group_has_role) sys_user Reports to Skill cmn_skill Has Skills (sys_user_has_skill) Has roles (sys_user_has_role) Roles sys_user_role Contained Skills (cmn_skill_contains)

26 8 IT Governance, Risk & Compliance Data Model Entity grc_entity Authoritative Source (ast_service) m2m_policy_entity m2m_policy_authoritative_source m2m_auth_src_con_auth_src_con Policy grc_policy m2m_policy_auth_src_content Authoritative Source Content grc_authoritative_src_content m2m_risk_policy m2m_control_policy m2m_control_auth_src_content Audit Definition Requirements contract_sla m2m_audit_def_requirement Risks grc_risk m2m_risk_control Controls grc_control Audit Instances grc_audit Creates Audit Definition grc_audit_definition Risk Criteria grc_risk_criteria Risk Approach Rules grc_risk_approach_rules Control Test Definition grc_control_test_definition Creates Control Test Instance grc_control_test Condition Collections grc_condition_collection Conditions grc_condition Audit Observations grc_observation Requirements grc_audit_requirement Remediation grc_remediation

27 12a Project & Portfolio Management Data Model Porfolio pm_portfolio Projects Project View pm_m2m_portfolio_project Portfolio Projects (deprecated) Project pm_project Project SLA pm_project_sla Project Metric pm_project_metric Portfolio Project pm_portfolio_project Successor Predecessor Project pm_project_task Project SLA pm_project_task_sl a Project Metric pm_project_task_m etric Goal goal Actual Goal Portfolio Project Goal pm_portfolio_goal Planned Relationships planned_task_rel_plann ed_task Project Link pm_project_task_link Time Card time_card Time Worked task_time_worked Risk risk Actual Risk Portfolio Project Risk pm_portfolio_risk Portfolio Project Group pm_portfolio_group_res ource Group Resource group_resource Change Request Portfolio Project Issue pm_portfolio_issue Portfolio Project Resource pm_portfolio_user_reso urce Resource user_resource change_request

28 12b Resource Management Data Model sys_user Has roles task Roles sys_user_role Is member of sys_user_grmember Has roles Group or Resource Plan resource_plan Time Worked task_time_worked Resource Allocation resource_allocation Resource Report resource_report Time Card time_card Type Resource Event resource_event

29 13 Structured Problem Analysis (powered by Kepner-Tregoe) Incident incident Problem problem Source Source Specify Problem kt_problem_area Problem Analysis kt_problem_analysis Confirmation method kt_cause_confirmation _method Distinction & Change kt_distinctions_changes Cause kt_cause Cause Evaluation kt_cause_evaluation WHAT WHERE WHEN EXTENTS What Object kt_01_what_object Where Geographically kt_03_where_geograp hically When First kt_05_when_first How Many Objects kt_08_extent_objects What Deviation kt_02_what_deviation Where On Object kt_04_where_object When Since kt_06_when_since What Is The Size kt_09_extent_size When In Life Cycle kt_07_when_lifecycle How Many Deviations kt_10_extent_deviations What Is The Trend kt_11_extent_trend

30 Connector from bottom indicates link to another table through Related Lists Department This line type Indicates a self referential link from a record in user table to another record in the same table (ie Manager) Border & connecting line indicate method of record creation in CMDB: Discoverable by Now Discovery Manually input (or imported) Must first configure CI Classifier then can discovered Populated by BDNA Technopedia integration C Calculated based on other values in Now CE Calculated based on external alerts received This line type indicates a one-to -many relationship (ie. a department can have many users but a user can only be linked to one department) Connector to side or top indicates link to another table through field on the form Reports to Has roles Roles This line type indicates a many-to-many relationship using an intermediary M2M table (ie. user can have multiple roles and each role can be assigned to multiple users) Printer Instance Objects with no color or light green are supporting tables not extended from CMDB data model Application Runs Exchange Runs on Server Example names in red This line type indicates a Upstream CI Relationship. There will be a reciprocal CI Relationship for Downstream This line type indicates extending a table. When a table is extended from another table, a new view is created with all the fields of the parent. Additional fields can be added to the extended table without affecting the parent Indicates fields referenced from this data model to other data models (ie the table references fields in the Organizational Data Model) Note: the text color matches that of the other Data Model - Opened by - Assigned to - Assignment Group - Company Incident Problem - Opened by - Assigned to - Assignment Group - Company - Caller - Category Record Producer Creates Incident This line type Indicates another record is created as a result of a UI Action, Business Rule or Workflow

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