Configuration Item Display Value Override for Specific CI Class (cmdb_ci_file_system)

[LivashanN]

Hi Community,

I’m currently working through a requirement and would really appreciate insights or alternative approaches from anyone who may have faced something similar.

Requirement:

On the Incident [incident] form, we would like the Configuration Item (cmdb_ci) field to display a different value — but only for a specific CI class:

• For records of class cmdb_ci_file_system
• Instead of showing the default name field (inherited from cmdb_ci)
• We want to display the value from the comments field

Important: This should only apply to cmdb_ci_file_system records — all other CI classes should continue to use the default display value behavior and we should not change the value in the name field of the record.

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Challenge:

As most of you know, the display value of a reference field is driven by the Display Field on the referenced table (in this case, cmdb_ci hierarchy), which makes conditional display behavior quite tricky.

What Has Been Attempted:

I’ve explored several approaches, but none have successfully achieved the desired outcome:

1. Dictionary Override on Display Field

• Tried creating a dictionary override on the name field
• Attempted to disable or alter the display behavior for cmdb_ci_file_system
• Result: Did not override the inherited display value as expected

2. Dictionary Override with Calculation

• Attempted to define a calculated value via dictionary override
• Result: No impact on how the display value is rendered in reference fields

3. Script Include + Client Script

• Built logic to dynamically fetch and force the display value (comments)
• Used client-side methods to try and override the reference field display
• Result: UI may temporarily reflect changes, but gets overwritten by system display logic

4. New Field as Display Value

• Created a custom field and set it as the Display Field for cmdb_ci_file_system
• Result: Still overridden due to inheritance from cmdb_ci (base table display field takes precedence)

 

Key Question

Has anyone successfully implemented conditional display values for a reference field based on the CI class?

Specifically:

• Overriding display value behavior only for a child class
• Without affecting the global display field for all CMDB records

 

Looking for Guidance:

If anyone has:

• Implemented a similar requirement
• Found a workaround or pattern
• Or can confirm platform limitations in this area

Your input would be greatly appreciated!