Linking business applications to incident records

[Mitch23]

Hi there. I just learned that we can link business applications to incidents. Is there a field on the incident record to add a business application or is it just that for reporting purposes that the business application is related to the incident?

Link to great CSDM overview by @Mark Bodman 

https://youtu.be/xmQnIasIuJw?si=Qt2Jctzva4YgjKjn

Thank you in advance.

[Community Alums]

Hello @Mitch23 ,

Incidents are associated with business applications indirectly, mainly through reporting and analysis rather than a direct link. Business applications are stored as configuration items (CIs) in the CMDB, and incidents are associated with the CIs they impact i.e. the Configuration Item field on the incident table.

Reports can be created to show the number of incidents associated with each business application CI over time, providing the linkage without a specific field on the incident. Additionally, the service mapping feature visually displays impacted business applications when viewing an incident record, even though the application itself does not show up on the incident. This indirect relationship between incidents and business applications is part of the overall ServiceNow data model.

If you found this helpful, a 'like' is the secret handshake of appreciation!

- Prasad 😉

[AndersBGS]

Hi @Mitch23 ,

The field you're searching for is "configuration item". This field will be able to be populated with everything from the cmdb_ci table. Alternative, you can create a custom field with a reference qualifier to only show business application.

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

best regards

Anders

[Mitch23]

Hi AndersBGS. The second option is what I was thinking. I would only add the impacting CI in the CI field. The most granular CI that is. It is about showing and capturing the relationship in the record

[AndersBGS]

Hi @Mitch23 ,

Then just create a costom reference field where you query the cmdb_ci_business_app. Any guidance needed for this?

f my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

best regards

Anders