New Relationship on Service Instance Settings

[GMoon]

Hi all,

I need to add a new Relationship (as show in the screenshot) in order to pull through Environment data. I have this working without issue on our Default view of the form as a Related List, however cannot find information as to how to do achieve it when it opens in the CSDM View. I have tried editing it via the View within Form Design but this has not worked.

Does anyone know how to achieve this?

Thanks

[Mathew Hillyard]

Hi @GMoon 

Yes - this is considered "customisation" but the fact is the OOTB doesn't support referencing the Environment table directly and you cannot change the data type of the existing Environment choice field.

Then in the Service Instance Settings just remove the Environment field from the Required attributes section, and set the Environment on the Application Service form (you will have to add it once the field is created), once you've created the Application Service.

Unfortunately the UI for the Application Service Wizard is not configurable other than via Service Instance Settings, so there is no way to add your custom field to the Wizard. See https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0993250 

Do be careful with the and ensure it has gone through architectural review - if you create a new custom field on the base Configuration Item table it will propagate to every CI in the CMDB (could be millions and could cause a lot of issues). Scope Environments design and usage first.

I hope this helps!

Mat

[scott_lemm]

Point of clarification. The "Environment" choice field came AFTER the dedicated table for Environment. The #1 customization in CMDB at that time was customers creating an Environment choice field. 

We reviewed desirable options to manage Environments from DevOps and ITOM prospectives before landing on the attribute choice list as a simpler approach to manage environment grouping vs a dedicated table/class for reference. The preexisting Environment table/class is considered legacy and roadmapped for potential removal from the platform. 

That said, we (ServiceNow) do not recommend use of the Environment table. We would prefer to work through use cases related to using the oob Environment choice list available on all CIs.

Thank you,

Scott

[Mathew Hillyard]

Hi @scott_lemm 

thanks for the clarification. It seems an odd choice to use a choice list given any changes require development and we all know customers love data driven solutions.

im not sure this decision or design advice is documented anywhere - was this a recent internal decision or is there some documentation you can point me to?

BR

Mat

[GMoon]

Thanks Mat, appreciate your insight on this.