In the Incident form Configuration Item (CI) reference field appears blank on forms.

[NitinT]

In the incident form Configuration item field appears blank, i imported xml files in the service now to integrated my application with service now instance, whenever new incident is created but CI field is empty.
i went through the many articles which is related to this issue but that help me.
Is anyone have any idea about this issue?

[manjusha_]

@NitinT 

Check is there any script which is clearing the cconfiguration field value on incident record .

Thanks,

Manjusha Bangale

[SwarnadeepNandy]

Hello @NitinT,

How are you creating the incident? From your screenshot, it seems you are creating Incident from monitoring tool. Can you please have a look at the transform map to check, how are you mapping the CI?

CI is a reference field, so transformation has to be performed carefully.

I don't see this as an Incident form issue, but rather integration issue.

Hope this helps.

Kind Regards,

Swarnadeep Nandy

[NitinT]

Hi SwarnadeepNandy ,

i am creating incident using postman, from postman i am sending the payload to create incident.
and another way is, my integrated application have that capability to create incident automatically, whenever some solution executed from my application it will create incident for that.

[SwarnadeepNandy]

Hello @NitinT,

And what is the request payload you are using and are you putting some value for CI field in your request payload?