Contacts on a CI

Use these cards to record who owns and supports the CI. Each card shows a profile avatar, Name, Email, and Phone.
Common controls:

• Edit (pencil) — opens a picker to select a user or type details.

• Remove (×) — clears the current assignment.

• Collapse (–) — hides/shows the card body.

Validation

• Email must be a valid format (e.g., name@domain.com).

• Phone must follow standard numbering (digits, +, spaces, dashes).

• When selecting from the directory, only active users can be assigned.

Owner

The system assigns the logged-in user as the CI owner when adding or moving a CI record from Discovered Items to CMDB.

If the discovery process provides a user list and that user exists in the Admin → User Management directory, Virima assigns that user as the CI Owner instead of the logged-in user.

After the CI is in the CMDB, you can manually update the Owner field at any time by editing the CI record.

• Name – Owner’s full name (can be chosen from the user directory).

• Email / Phone – Auto-filled from the user record; can be edited if needed.

• Remove – Unassigns the owner; the CI will have no owner until one is set.

First-Level Support (if enabled in your environment)

The help desk or primary support group for end-user issues.

• Name / Email / Phone – Primary contact for initial triage and ticket intake.

• Use Edit to assign a person or shared mailbox/account.

Second Level Support

The technical team that handles escalations from first level.

• Name / Email / Phone – Escalation contact(s) for deeper investigation.

• Assign an individual or the lead for a support group.

Third Level Support

Specialist/vendor team for complex or product-specific issues.

• Name / Email / Phone – Expert contact or vendor support liaison.

• Use for OEM, platform, or engineering escalations.

When a Service Level Agreement (SLA) is triggered for a Configuration Item (CI) in the Virima CMDB, the system automatically assigns the First-Level, Second-Level, and Third-Level Support contacts to the CI. These assignments are based on the support contacts defined in the CI’s profile

Manager

The line manager for the CI Owner or support team.

• Name / Email / Phone – Used for escalations that require managerial action.

• Often auto-suggested when you pick an Owner (pulls org data if available).

How to update a contact (any card)

1. Click the pencil on the card.

2. In the picker, search and select a User or type Name/Email/Phone.

3. Click Save. The fields populate and the avatar syncs from the user profile.

4. To clear an assignment, click the × on the card.