CI mapping in SRs.

[dasarisuren]

I have a catalog variable named configuration_item (Reference to cmdb_ci). Users select a CI while raising a Service Request. I need the selected CI to automatically populate the Configuration Item (cmdb_ci) field on the generated Requested Item (sc_req_item/RITM).

I have already tried:

• Business Rule on sc_req_item
• Flow Designer

However, the CI is still not being populated on the RITM. Could anyone suggest the recommended approach or troubleshooting steps?

[Hemanth M · Accepted solution]

Hi @dasarisuren ,

there are two configuration Item field on the RITM 😀, make sure you update the right one 

Default one is which is available on the RITM for is Configuration Item(Configuration_item) not the Configuration (cmdb_ci) 

Hope it helps!

[Hemanth M · Accepted solution]

Hi @dasarisuren ,

there are two configuration Item field on the RITM 😀, make sure you update the right one 

Default one is which is available on the RITM for is Configuration Item(Configuration_item) not the Configuration (cmdb_ci) 

Hope it helps!

[Hemanth M · Accepted solution]

Hi @dasarisuren ,

Hope my response answered your question if so,