Service Mapping and ITSM

FernandoV093628
Tera Contributor

7 hours ago

Hello Community,

 

We are starting our journey with Service Mapping, currently we are testing the manual CI mapping, and we have created the relationships according to CSDM between Business Application, Service Instance (cmdb_ci_service_auto), Application(cmdb_ci_appl) and then to the Infra CIs (windows servers for example).

 

When looking at the map view from CMDB for example on the business application level, the view shows exactly what we have mapped, however in the left side we have the related items Menu where we were expecting to see changes or incidents currently involved with one of those components, however this is not reflected even when service instances or infra CIs are linked in the changes or incidents, can someone help me to explain if we should be able to see the ongoing incidents or changes in this cmdb map view? and could be the reason of not seeing them? i would assume this related items view are intended for that purpose.

 

Any help will be appreciated,

 

Thanks in advance,

Fernando

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sachinvic
Giga Guru

6 hours ago

@FernandoV093628 

Hi Fernando,

Yes, the Related Items panel in Unified Map is intended for this purpose. It can display related records such as active incidents, changes and problems associated with the selected CI.

 

A few things you can check:

  • CI selection: Select the individual CI node on the map and then open Related Items. The panel displays records associated with the selected CI. You can also select an empty area of the map to view related items across all CIs.
  • CI association: Check whether the incident or change record references the correct CI. For example, verify the Configuration Item field or the relevant affected CI association.
  • Access: Ensure the user has the itil role, which is required to view related items.
  • Panel configuration: Check whether the required categories are enabled in the Related Items panel preferences.

 

If the records are still not appearing, ask your CMDB administrator to review the Related Items configuration. In particular, check the sn_cmdb_ws_node_map_related_item table for the relevant category, source table, reference field and conditions.

 

I would recommend starting with a CI that has a known active incident or change associated with it and validating whether those records appear in the Related Items panel.

 

FYR:

View related items for a CI

https://www.servicenow.com/docs/r/servicenow-platform/unified-map/unified-map-show-related-items.htm...

 

Configure how to display related items on the map

https://www.servicenow.com/docs/r/servicenow-platform/unified-map/unified-map-config-related-items.h...

 

Helpful? Please mark the response as Accepted Solution ✅ and close the thread  — this helps future readers find the solution faster.


Regards,
Sachinvic
✨ ArchX Certified | ✨ 16x ServiceNow AI MVP

 

 

 

 

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