Unable to select computer CIs on RITM

[khaleed]

Hi Folks,

any one have an idea how to solve this incident

The ECS team uses the RITM to fulfill requests for hardware and software. They want to relate the computer to the request, but can't see every computer in the Configuration Item field. On the RITM they are only able to see 942 CIs, but on the Incident form they are able to see 39k CIs.

Example: For RITM0308021 they would like to select the computer with serial number PFS4LYQL but it is not available to select.

[Brian Lancaster]

Right click on the Configuration Item field then choose configure dictionary and update the reference qualifier. Out of the box it appears to only show CIs that have install status of in stock.

[Raghu3]

Modifying the default filter is bit risky idea, Assuming that this requirement would be for specific catalog item and not for all the catalogs. I would recommend to use script include and use catalog specific condition to return the new filter if catalog is not matching to the one this filter required for then return default filter. that way it would be a catalog specific condition and other item won't be impacted because of this change

[Brian Lancaster]

Normally I would say use a dictionary override but for some reason I could not see that for the configuration item field on sc_req_item table.

[khaleed]

They are not using a variable for this. They are setting the value right on the RITM record.