Reverting Configuration Item field on Incident back to OOTB

Tony Flower
Tera Contributor

‎11-19-2024 05:15 AM

The Configuration Item field on ITSM forms is customised on our instance and we need to revert it to OOTB to fix issues this is causing. We're having trouble as the dictionary entry (sys_dictionary_task_cmdb_ci) doesn't show as a skipped record and seems to have a different sys_id on every instance.

 

This is the XML for sys_dictionary_task_cmdb_ci on an OOTB Xanadu instance - the sys_id ends in ffea

TonyFlower_0-1732021556745.png

 

This is the XML for sys_dictionary_task_cmdb_ci on another OOTB Xanadu instance - the sys_id ends in c100, different to the first!

TonyFlower_1-1732021641699.png

 

Any idea on the best approach to reverting it to OOTB and making sure that it remains OOTB across upgrades?

 

 

0 Helpfuls
  • 267 Views
1 REPLY 1

Collin Romeijn
Mega Guru

‎11-20-2024 01:05 AM

Hi Tony,

the only way I know is to go to the sys_dictionary record and look at the versions tab. And revert it bac kto te oldest version... but this needs to be done on all related records sadly.

A guidons = https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0779333

If this doesn't help, make a case for support to hopefully get some help with that.

Kind regards,

Collin