The CI reference field on the Incident form in my PDI instance no longer finds any CIs. How to fix?

[scourgio]

There seems to be some sort of filter happening.

[Tanushree Maiti]

Hi @scourgio 

Click on magnifying glass icon of Configuration item field. It will show the a pop-up with records from cmdb_ci table. You have to select it. OOB.

If nothing is coming, Navigate to cmdb_ci.list and check if the demo data is there or not. If not , Repair plugin with Load Demo Data :CMDB CI Class Models

[PoonkodiS]

Hi @scourgio 

1. Type cmdb_ci.LIST in the application navigator

2. Check whether:

• records exist in the CMDB
• the records are active

3. Create a test CI manually, for example under:

cmdb_ci_service.LIST

Add a record such as:

• Name: Test Server
• Status: Installed
• Operational status: Operational

After saving the CI, test the Incident form again. The Configuration Item field should start returning results.

In PDIs, sample/demo CMDB data can sometimes be removed after resets or upgrades, so reloading demo data or creating test CIs usually resolves the issue.

(or)

If you are talking about the Existing incidents only doesn't have the values of ci, but the new incident forms has the value.

Unable to search CIs in existing incidents - Support and Troubleshooting - Now Support Portal

Refer this article.

Hope it helps