Populate Service Offering based on Configuration Item

[PawanKumarR]

Hi All,

I want to populate the service offering based on CI selected on incident form.
If above is not possible, then when user select CI then it should list the service offering based on the CI.
When CI is selected:

1. if it has one Service Offerings, Auto-set the Incident’s Service Offering.
2. if the CI has no linked Service Offering, no need to do anything
3. If the CI has multiple linked Service Offerings, no need to do anything

Tried with scripts but nothing coming up.

[Ashir Waheed]

Hi @PawanKumarR 

Out of the box, Service Offerings are tied to Business Services, not directly to CIs such as servers or applications. Because of this, you can’t automatically map any CI to a Service Offering unless the CI itself is a Business Service (cmdb_ci_service).

So this requirement will only work reliably if the selected CI on the Incident form is a Business Service:

• If the Business Service has exactly one Service Offering → auto-populate the Service Offering field.

• If the Business Service has no Service Offerings → do nothing.

• If the Business Service has multiple Service Offerings → leave the field empty and let the user choose.

if you want to directly tie CI → Service Offering, it won’t work unless you build a custom relationship and I would recommend following the OOB process.

Regards,

Ashir Waheed 

[Nikhil Bajaj9]

Hi @PawanKumarR ,

To populate a service offering based on a selected configuration item (CI), you must first ensure the CI is correctly related to a service offering within your CMDB, often using the Common Service Data Model (CSDM). Then, on a form (like an incident form), you can select the CI, and the system can automatically populate the associated service offering by using dependent fields, advanced reference qualifiers, or onChange client scripts, filtering the service offering list to only show those related to the selected CI.