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a configuration item is an individual device that you monitor and support for a customer it's created when you associate a product from your product list with a specific customer configuration items are important because they help you manage support and analyze the performance of hardware and software items that have been installed at a customer site you can even associate configuration items with a specific contract and control billing at the device level such a contract would override any default contract or one applied at a ticket level while tracking configuration items is useful for everyone a lot of the auto task users who track configuration items on a large scale use a managed services business model and also use a remote monitoring and management or rmm application like auto task endpoint management when there's a problem with the device and the monitoring software triggers an alert an auto task ticket is automatically created with the device information already filled in wit...