How can we configure the Now Assist for CMDB

[amit_kishore]

Hi All,

We have a requirement, where the customer wants to use now assist for CMDB. 

Use Case:  If an incident is already opened for one CI then next time when we open an incident with same CI then it will show all active incident raised in past 

Regards,

Amit

[Bhuvan]

@amit_kishore 

Did you get a chance to review this ?

If my response helped to answer your query, please mark it helpful & accept the solution.

Thanks,

Bhuvan

[amit_kishore]

Hi Bhuvan.

I have reviewed the solution but this is not what customer is looking for the user case is: 

Use Case:  If an incident is already opened for one CI then next time when we open an incident with same CI then it will show all active incident raised in past 

the solution on the link mostly talks about the summarization, deduplication etc. however the ask is; show the entire active incidents when we create a new incident with the same CIs

Regard,

Amit

[anurampalli]

Hi Amit,

Is this query resolved?

If you try to check for existing incidents every time a new one is created (e.g., checking whether a similar incident exists for the same CI and then linking them), it will likely slow down the incident creation process because of the multiple GlideAjax calls involved.

If your client is okay with a different approach, you could:

1. Schedule a flow (e.g., once at midnight) to look for incidents created in the past 24 hours for the same CI.

2. Group or link them together as needed.

In my case, I handled this by creating a problem record.

Here’s the GitHub URL: https://github.com/anurampalli/ITSM-Core-Module-Implementation.git

following section in the README.md should be enough;

Custom Script Action

Create Problem From Incident Flow

The project itself may not be exactly what you need, but the idea of scanning the incident table at regular intervals to find and group related incidents is something you could build on.

Let me know what you think.

Best,
Anu

[james598pattton]

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@amit_kishore wrote:

Hi All,

We have a requirement, where the customer wants to use now assist for CMDB. 

Use Case:  If an incident is already opened for one CI then next time when we open an incident with same CI then it will show all active incident raised in past 

Regards,

Amit

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Hello @amit_kishore,
You can achieve this by configuring Now Assist for CMDB to surface active incidents linked to the same CI. Use a related list or dynamic filter on the Incident form to query `cmdb_ci` matches with active status. This ensures visibility of ongoing issues for the same CI during incident creation.

Best Regards,
James Patton

[Mdsaqib826]

Hello @Amit Kishore, 

You can achieve the same use case without using Now Assist. Just create a custom related list and add it to the incident form.

If my response helped to answer your query, please mark it helpful & accept the solution.

Thanks,

Mohammad Saqib Khan