Populate Business Service Based on CI Selection

Steve Kelly · ‎12-16-2016

Hi all,

New to ServiceNow, and am in the set up and configuration stage. Here is what we would like to do:

On the Incident form, we would like Business Service to be populated, based off the Configuration Item that is selected. This would

only apply wherever there is a relationship between the CI and a Business Service (we have all of our Applications and some other CI types

related to a Business Service. The relation ship is usually Business Service depends on CI).

From researching I see this is probably possible using business rules with a script or with some use of dot-walking or both. Anyone have a

suggestion here?

Much appreciated,

Steve

drjohnchun · ‎02-16-2017

Hi Steve - you could use the combination of a Dynamic Reference Qualifier + Script Include, but here's a simpler solution:

The Incident table already has Business service [business_service] field (inherited from the Task table). Add this field to the Incident form.
Configure the Dictionary settings for the Business service field as below in the Reference Specification tab (you need to use the Dictionary's Advance view to see these fields):
Reference: Business Service
Use reference qualifier: Advanced
Reference qual: javascript:'sys_idIN' + new CIUtils().servicesAffectedByCI(current.cmdb_ci);
Save the Dictionary changes.
Open a new or existing Incident form and test. In case a CI is not related to any Business Service, the list won't show anything.

View solution in original post

gyedwab · ‎07-17-2017

If you're using Explore Analytics' Business Service reporting (video here), you can roll up a task (or outage) to upstream business services based on the CI, and as John notes, you can limit how many generations of descendants to search through the UI.

It's great for reporting because based on different reports, you may want to roll up differently (rather than putting one specific Business Service in the reference field). For example, one of our customers in some reports wants to filter out "where upstream business service is in the 'Production' environment" -- another is filtering for "where the Business Service's 'Owned By' matches the logged in user."

The advantage of this approach is that it enables ad-hoc reporting by business service, and that it's entirely UI based (no custom code required).

puchu · ‎02-02-2018

Hi,

My requirement is somewhat similar.

It is as follows:

on server class form,

when the company is filled then i select the configuration item which is a reference field(referred to cmdb_ci) activecI for the selected company should appear in the look up list.

When the company is empty, then all active CI which have company field empty should appera in the look up list.

Please help!

qbfubar · ‎03-06-2018

Hi!

I am wondering if I can perform this in reverse? I have a requirement to filter CIs based on the selected service. I have adjusted the ref qual, but I'm not having any luck as I'm somewhat new to scripting. Thanks!

Ken45 · ‎03-14-2018

Do you know how to make this work in Service Portal?

burmakranthi · ‎08-07-2018

Hi,

How can we populate CI,based on business service,(reverse of the above requirement)