Helping getting Configuration Item for RITM to populate

[Wendy Peterson]

I'm trying to get the configuration_item to populate in a Request Item - see screenshot it will only populate for me. When i try it as a ITIL User or a Non Role user won't populate. I even put write on that field thinking that would help and didn't any ideas???

[Jim Coyne]

OK, but when you say "When I create a Request it copies over", how is the "variable" data copied into the "field" on the RITM record?

[Wendy Peterson]

I did not even think of if it mattered if the WF was published or not. As soon as I published the WF this seems to have fixed it. I have it being copied over in the beginning of the WF by doing a current.configuration_item = current.variables.software

Do you know if there is a way i can get that field to show up in the workflow that i created. I went to my desktop software and created it so it looks like it added it to cmdb_ci.desktop_software and then u_needs_license? Not sure how you add it so it falls under the regular cmdb_ci table? And what's the difference between cmdb_ci and configuration_item it gets very confusing.

I've had a incident with SN open and they didn't tell me about the WF either and they keep doing the same tests ive been doing. Thanks for letting me know that...

[Jim Coyne]

Yeah, new or checked out workflows will only run for the user that has created or checked it out. All other users will have the currently published version run. That's nice because you can test your changes without having to publish it and affect everyone else. I just figured you may have an unpublished version because it was acting differently.

I'm not sure which field you want to add to the workflow. Do you mean "u_needs_license", a field you added to "cmdb_ci_desktop_software"?

The "configuration_item" is a reference field on the Requested Item table which points to the "cmdb_ci" table. That way you can associate any CI to the requested item, regardless of the type of CI (Business Service, Computer, Software, etc...).

[Wendy Peterson]

Currently how i am getting this to work is i am just doing an IF - then i am picking Configuration Item is Adobe Acrobat Professional or the other 17 i think the list is at now but in a WF if you add the "Advanced" I can do a variable and have it look for a specific field by going into Fields and finding configuration item and expanding that but since it doesn't show up on the main configuration_item but the field i created is on cmdb_ci_desktop_software then u_needs_license. I didn't know how to create it from personalize the form on just the main configuration item. which I am also confused on the difference between the two? I think if i would have created it on the main cmdb_ci field that then i could have seen it from that fields view and could just be checking the flag instead of identifying each one of them. In the future i am sure the list will grow... Since all CI's are a certain classs it seems like no matter how i tried to create that value it wanted to attach the class type to it.

thanks so much for your help also..

[Jim Coyne]

If the user must select a Desktop Software item, how about changing your reference variable to point to that table instead of cmdb_ci?