Productt models missing

[jhoningh]

Dear SN community

I've been editing our cmdb Product models and i can see at the bottom of the screen we have 2920 different models.

I wanted to change the model of a certain CI but i only see 950 and they all show (empty) at the Model categories column.

Before i could see all 2920 items.

What has changed?

I'm confused.

[pr8172510]

Hi @jhoningh,

It seems more likely that the Model reference field is returning a filtered list.

check

• Verify that you're editing the same CI class as before, as the available Product Models can vary depending on the CI class.
• Review the Reference Qualifier on the Model field to see whether an OOTB or custom filter is limiting the available Product Models. ServiceNow uses Reference Qualifiers to control which records are available in reference fields.
• Check whether any recent changes were made to the Reference Qualifier, Model Categories, dictionary configuration, or any customizations affecting the Model field.
• Since you mentioned you previously saw all 2,920 models and now only see about 950,  review any recent platform upgrades or application changes that may have affected the filtering behavior.

If everything appears unchanged, comparing the generated reference qualifier query or temporarily testing without the qualifier (in a non-production instance) can help determine whether the filtering is causing the difference.

[Vikram Reddy]

Hello @jhoningh,

The reference qualifier on the Model field is doing this: ciModelRefQual in the ModelAndCategoryFilters Script Include limits the picker to models with no category, or a model category that maps to the CI's class. Nothing in cmdb_model actually disappeared, your 2920 models are still there. What changed is that roughly 1970 of them now have a Model category assigned, and that category doesn't map to the class of the CI you're editing, so the qualifier filters them out of the list. The 950 you can still pick are just the ones where the category field is still blank, which is exactly why the Model categories column shows (empty) for every row you see.

A few things I'd check:

• Open cmdb_model_category and filter by CI class = the class of the CI you're working on, so you can see which categories actually map to it
• Check whether a normalization run or bulk import recently populated the category (or categories, it's a list field so a model can carry more than one) on those missing models, sys_audit on cmdb_model will show it if the field is audited
• If the mapped class on that category record is wrong, you can't just edit it, ServiceNow locks the CI class field on cmdb_model_category with a write ACL after the record is created, so you'd need to create a new category with the right class and reassign it on the affected models

Thank you,
Vikram Karety
Octigo Solutions INC