Video: ServiceNow's group field definitions and synchronization between Asset, CI, and TSO records.

[Ofer1]

In this video, I will show you:

• How to use ServiceNow's Support Group, Managed By Group, Change Group, Approval Group, Assignment Group, Assigned to, Managed, by, Owned by, and Supported by fields.
• How does synchronization between Asset and CI records work
• How to create Technical Service Offering in ServiceNow using CMDB Group and Dynamic CI Group. How to sync group fields between the Technical Service Offering and the CI.

[jakedaw]

Fantastic Video! Thank you! Working in my PDI instance, I'm currently struggling with trying to populate the "Owned by" and "Support group" into a specific CMDB group (via Dynamic CI group) using the "Technical Service", and the "Technical Service Offering". I've gone into the "cmdb_ci_printer" form builder (in this example) and made sure that the "Owned by" and "Support group" fields are visible, and even mandatory for that class. I've been successful with getting the "Support group" to populate, but have never been successful at getting the "Owned by" field to populate programmatically for some reason. 

While the "Owned by" shows as (empty) when looking at a Report that I ran to see all of those CI's (aside from the two CI's where I've gone in and added those fields to the "cmdb_ci_printer" form layout (form builder). Those two reflect what I'm looking for. I'm sure I should be able to set those two fields dynamically based on the Technical Service, or the Technical Service Offering? OR is just setting those two fields at the CMDB group level enough? So far I've been unsuccessful.

One other note is when I click on one of the CI's in the above report (one that has (empty) for the Owned by and Support group) I do see that those two fields are there. I set Support group as Mandatory, and Owned by as not mandatory. How can I fill those fields (other than manually) and where can I make that happen?

Summation: I've managed to make those two fields available in the form, but not sure how to automatically populate them.

Thank you so much for your time!

[Ofer1]

Hi Jake, Sorry for the delay in responding. Have you tried querying the svc_ci_assoc list, getting all the CIs associated with the dynamic CI group, and then updating the fields for each record programmatically? 

You can probably do it in a scheduled job.

Please let me know if you need a sample code.

[jakedaw]

Thank you for the reply! And sorry for my slowness as well! I'm thinking I can simply create business rules (based off of the Support group assignment) to meet whatever criteria I need to then set the 'owned_by, and 'assigned_to' fields. Does that sound logical, and scalable to you?

(example: if 'class' is [cmdb_ci_win_server] and 'support_group' is [Sys Admins] then set 'owned_by' to [department director] type of deal.

[Ofer1]

@jakedaw  There is no right or wrong answer here. Your solution would probably work well for your use case. In my opinion, using a dynamic CI group is flexible and scalable because the filter criteria are set using configuration rather than code. Using a scheduled job is less fragile than using a business rule because a business rule can be overridden in some cases. 

[AbigailP]

Hi is there table with the information is there a table of form field name definitions for ITAM please advise