Configuration item Field is not working as expected on the Change Form compare to Incident form

[Pratiksha05]

Configuration item field is behaving different in Incident form and Change form.

So on incident Form there is Configuration item, where only selective CI is visible(Ci with Principal Classes)

But on change form, all CI records available in CMDB_CI table getting Visible, In order to get that Ci only with Principal Classes we have added reference qualifier same use in incident form.

e.g. In cmdb_ci table contains 100 records

On incident form, CI feild contains 50 records

But when i open change form ci feilds showing 60 records means here number is vary even same qualifier is used

we also noticed there is OOB script 'TaskUtilsSNC'  which used in reference qualifier where incident and Problem table is added not chnage table is there so is this is reason for that?

https://dev316166.service-now.com/sys_script_include.do?sys_id=1cf5818a878010100e3dd61e36cb0b4a&sysp...

[Pratiksha]

Check dependent filed that may be causing the issue. 

[Shashank_Jain]

@Pratiksha05 ,

Yes — the reason is that TaskUtilsSNC only supports Incident and Problem OOB. Change table isn’t in there, so your CI filter behaves differently.

Reason :

• In Incident/Problem Management, the CI field is restricted to Principal Classes.

  •  An incident/problem should only be linked to business-relevant, supported CIs (like servers, apps, services).

• In Change Management, however, ServiceNow deliberately does not restrict the CI field in the same way.

  • Reason: A Change can affect any CI in the CMDB, even those not considered "principal."

Hope this helps!

[Ankur Bawiskar]

@Pratiksha05 

that field is coming from task level.

See if any dictionary override is added for your INC and CHG table with different ref qualifier.

That must be bringing different set of records

If my response helped please mark it correct and close the thread so that it benefits future readers.