Configuration Item field question

edannenb
Tera Contributor

‎09-20-2022 09:07 AM

Greetings,

We are engaged in a project to remove customizations from our active modules. One customization that we are struggling to resolve is moving from allowing multiple entries in the configuration item field for a change request to the OOB setup, single item. Our clients are used to being able to enter multiple items in that field. Our management wants to maintain that functionailty. This is especially true for templates and standard changes.

Has anyone faced a similar situation and what did they do to resolve?

We have looked at CMDB Groups. That does not seem to fit.

It appears that Dynamic CI Groups, created from CMDB groups, can be put into the Configuration Item field. That may be a possibility.

We have no discovery or service mapping. Our CMDB is manually built.

I appreciate anyone's thougts or what actions they might have taken regarding this.

Thank you for your time.

Eric Dannenberg

Change and Configuration Manager

Boston University

edannenb@bu.edu

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EricDohr
ServiceNow Employee
ServiceNow Employee

‎09-20-2022 09:17 AM

I would recommend adoption of the Affected CI related list.  

  • Allows for one or more configuration items to be entered
  • The primary CI used in the configuration item field will automatically be added to the related list, though you can manually add more
  • Using a Dynamic CI group record in the configuration item field will allow unpacking and populating the related list
  • If you have change properties set to true, you could use the affected ci list to populate impacted services and other related lists
    • This is where Service Configuration Item Association [svc_ci_assoc] table comes in handy.  

Check out this video as an example https://www.youtube.com/watch?v=3iCxTeU4ZTA