CIs not available in Change

[tcurtis]

Hi everyone,

I'm facing an issue where firewalls cannot be selected when submitting a change request. No matter what category I choose—whether it's "Hardware," "Network," or "Telecom"—the firewalls are not listed as an option.

I have verified that the firewalls are listed in the CMDB. They are located in the CI Class Manager under:

Configuration Item > Hardware > Network Gear > IP Firewall > Firewall Device > Palo Alto Firewall Device

I'm not sure what needs to be changed to get them to show up in the change request options. I suspect it's a simple fix, but I've been searching for a solution for a week without any luck.

Any help would be greatly appreciated.

Thanks!

[Dinesh Reddy By]

Hi @tcurtis  Please check reference qualifier condition for "Configuration Item" field on change request. Mostly it shows CI's from principal classes.

Thanks,

Dinesh

[tcurtis]

The Reference Qual is 

javascript: "category=" + current.category;

I was thinking when the Category of Hardware is selected it would show the firewalls.

[CasperJT]

Hi @tcurtis

Sounds like your reference qualifier is ignoring the class or the firewall CI's specifically. Either you have filter stating specifically which CI's you can choose, you have a filter that limits CI's based on the category or perhaps you are using the Principal Class filter which means you need to add the Palo Alto Firewall Device as a Principal class through the CI Class Manager.

Please note that principal class is not inherited so you need to select the specific classes you want to include here.

In any case I would recommend you start by checking your reference qualifier on the configuration item column.

If you are not filtering on principal class, but are interested, I recommend checking out this thread: Solved: Filtering on principal class - ServiceNow Community

Best regards,

Casper

[tcurtis]

Is this is the Reference qual you are talking about?

javascript: ['incident', 'problem'].indexOf(current.sys_class_name + '') == -1? '' : 'operational_statusNOT IN' + new OpsStatusFilter('cmdb_ci').by('CreateTask').join()