Is there a way to restrict what CIs are shown in the search when creating an Incident or Problem?

[Liz Brewster]

When my Service Desk personnel are putting in tickets (Incident, Problem, Request, Change) I don't need things like "Next Hop Routing Rule" or "Switchport" to be part of the available options.  It creates more work for them to have to filter through to find actual Servers, Routers, etc.

[Martin Grosskop · Accepted solution]

Hi Liz,

You can use the Principal Class concept to limit the classes that are showing.

In Ci Class Manager, there is a tick box where you can define a particular class to be a Principal Class. 

Then only CIs of those identified classes will appear for selection on Incidents, Changes, etc.

If your instance is a brand new Quebec (or later) instance - you will not have to do any other setup.

But if it was upgraded to Quebec you may need to add a property and some dictionary overrides on the cmdb_ci field on task table.

Was your instance upgraded to Quebec? or was it provisioned as Quebec?

Regards,

Martin

[Liz Brewster]

Good morning Martin,

Great, thanks!!  That worked!

Liz