I am adding some more clarity(hopefully) around the original question of the list of CIs shown on the incident record for the field "Configuration Item". This is current information as of Orlando:
There are 2 key items to understand on the configuration of the "Configuration Item" field on the incident form (which is actually defined up on the task table as cmdb_ci field) that can impact the list of CIs shown when filling in "Configuration Item" field on incident form. OOB:
Behavior:
New Incident: the Configuration Item field will show "All" CIs (as long as they do not have an operational status of retired)
Updating Incident: the Configuration Item field will show "All" CI's as long as the "Company" field is not populated on the incident record. If the Company field is populated on the incident record then the "Configuration Item" reference list will be filtered and show only CIs with a matching Company specified.
Behavior Explained
1. The javascript advanced reference qualifier is basically checking to see if a CI's operational status is not RETIRED. So basically, it will weed out CIs with an operational status of retired. Makes sense so far. (if you want further detail, search on the script include OpsStatusFilter and you'll see where records can control this filtering)
2. The other place that "filtering" comes into play is that the dictionary definition for "Configuration Item" also has the attribute: DEPENDENT which is set to Company!
3. OOB, the company is not shown on the incident form, you can easily see it by just personalizing your list view when looking at list of incidents. You will see that for example if you pick Abel Tutor he has a company set which will cause the company field on the incident to be set (automatically)
Why is this important?
Because, when an incident is created if the Caller that is selected has a Company specified (on the user record), the Company field on the Incident record will be set automatically.
And if the company record is set on the incident the Configuration Item field will only show CIs that have their company set to that specific company on the incident. (see screen shot below)
A good practice is to make sure that "Company" is set correctly on Users and for CMDB CIs. Or if you don't have Company set on users, there should be no further impact to the filtering, you should see "All" CIs (as long as their operational status is not retired).
To expand further on this topic.... stay current on the "Common Service Data Model" framework, you can search and find a specific community for that topic, which gets into all of the exciting details of how "Configuration Items" are used in the different SN products, and "where" data should be populated in SN platform. Look for the whitepaper CSDM 2.0, there is also a training course.
Experiment around in a personal developer instance you'll see how this all functions together, of course you can define dictionary overrides to further adjust this behavior.
Hope this helps!
CSDM Community
SN Learning:
Configuration Item Field DEFINITION
Filtered Configuration Item field based on Company being set on incident record
Without Company their is no filtering on CI (other than the reference qualifier)
