Incident - service field uses Service table vs Business Service

[Megalithe]

Why does the Incident Service field point to the Service (cmdb_ci_service) table and not the Business Service (cmdb_ci_service_business) table in post Rome instances?

[Anil Lande]

Hi,

Please check below link:

https://www.servicenow.com/community/cmdb-forum/converting-business-services-to-the-new-cmdb-ci-busi...

Also cmdb_ci_service_business is extended from cmdb_ci_service table so you get all the services in incident as incident can be created for any type of service.

[Megalithe]

Hello Anil,
Thank you for the share, I'd come across that as well, unfortunately, the issue is the records I create in the Service Table appear in the Incident - Service field.

These records are considered Business Services (although they are not on the Business Service Table).

The records I create in the Business Service Table do are not available in the Incident Service Field, even though they have the type Business Service AND are on that table.

When I click the Link on a create "Service" table record to convert it to a "Business Service" record, it disappears from the Incident Service Field.

[Anil Lande · Accepted solution]

Okay,

Please check the reference qualifier applied on Service field. There might be condition to exclude business Services.

1. Right click on Field and select configure->Dictionary

2. check 'Dictionary Override' related lists  as well

Above is OOB configuration.