CMDB workspace filters - good idea or bad

[JGwyther]

All, 

1st let me explain that I am very new to Service Now.  IE we are still implementing Service Now.  That said, while exploring our newly imported computers in the CMDB workspace I found an anomaly that made me question whether the methodology in the workspace (My understanding is that this is a relatively new workspace) will be a source of confusion, additional overhead, or additional maintenance.  

So here is the scenario, We loaded over 2500 computers from MECM (SCCM).  I went into the CMDB workspace, clicked on the "PC bar" on the CI overview widget.  Then I clicked on computers to get to the list of "PCs" filtered on "CLEJG" and the list was reduced to 15 records.  However, when I went to find my PC - CLEJGWYTHERLPT2 - It was not in the list?  But when I went to cmde_ci_computer.list and applied the same filter - I found 17 records including mine.  Why was it excluded when in the CMDB workspace - because I have a windows 11 PC and that is not in the filter for the PC workspace list.

Here is that filter which is OOB

• Sys class path is a /!!/!2/!(%
• Operating System [Computer] in (Mac OS 10 (OS/X), Mac OS 8, Mac OS 9, Mac OS/X, Windows, Windows 95, Windows 98), [...]
• Operating System [Computer] starts with Windows 7
• Operating System [Computer] starts with Windows 8
• Operating System [Computer] starts with Windows 10
• Operating System [Computer] starts with Windows Embedded Standard
• Class [Computer] = Personal Computer
• Life Cycle Stage [Computer] = Operational
• Hardware Status [Computer] = Installed
• Operational status [Computer] = Operational
• Install Status [Computer] = Installed

Here are the issues from a newbie perspective

1.  Every time a manufacture releases a new version of the OS (MAC, Windows, ETC) an admin will need to be aware and modify this filter.  To put this into perspective Service Now has not modified this filter OOB for windows 11 which came out 3 years ago?

2. This filter adds CPU cycles by adding predicate values that should not be needed to SQL.  For example (sorry for the lack of tact here but) any SN customer running windows 7 or 8 has a significant problem, yet it is in the list and consuming CPU whenever applied. 

So why isn't there an attribute to indicate this is a personal compute device vs a server, eliminating the complex filter OOB?  It looks as if there is but more is needed?

• Class [Computer] = Personal Computer

Looking forward to hearing other opinions. 

[Mark Manders · Accepted solution]

Asking 'why ServiceNow doesn't have x' on the community won't get you a clear answer, because nobody knows. It's just not there. You can raise your concerns with NowSupport and hope their reply is not to create a enhancement idea for this.

You have OOB functionality you can change yourself, based on your requirements. I agree that it would be better to not have limitations set on OS versions, but the fact is that we have and need to deal with them.

[JGwyther]

Thanks Mark, I wanted to ask the community but was planning on opening a ticket with now support.   I did not know if the community had more influence over corrections/enhancements than individual users especially with newer functionality.  

[Mark Manders]

No. Even ServiceNow employees that are active on the community will let you know that an enhancement request is needed. Unfortunately, the community is not a way to influence the development, although asking for upvotes on your enhancement idea could help.