Configuration item field is not showing values in it on incidentt form?

[Community Alums]

Hi,

When i try to create a new incident, Configuration Item field is showing all the records. But configuration item field is not showing the records with existing incident. I got to know that its a OOB behavior. 

can anyone suggest on this issue 

Regards,

Ganesh 

[Ankur Bawiskar]

check any reference qualifier is restricting it

[Community Alums]

Hello Ankur,

We have a dictonary override reference qualifier. Its excluding some class like vmware, disk etc. 

But we are facing this issue in TEST environment. DEV is working fine. Any idea on this. 

Regards,

Ganesh 

[Ankur Bawiskar]

try to compare the config in both dev and test for any difference

Regards
Ankur

[MuneerM]

Hi Community,

There is a dependent field set on the Task table for Company. Because of this, on the Configuration Item field in Incident or Problem, users can only see CI records that belong to the same company.

For example, if there are five CI records with the company name “ABC”, and you select “ABC” in the Company field on the Incident, then only those five CI records will be visible.

If no company is selected on the Incident record, then no CI records will be visible.

Here total 33 ci record for the campany named ' 'ACME China' on the configuration item(cmdb_ci) table.

Select the same campany on the incident record ' 'ACME China'.'

Now open the Click on the seach icon on the Configuration item field those 33 ci records are appearing with the same campany name.

Or if you want all the ci records on the incident record as well then you just remove the depend field from the dictionary of the configuration item field from the task table then all the ci records are appearing on the incident and problem as well.