Service Bridge Implementation - Mapping Install Base Item to Configuartion Item between two instance

[rvaishnavi]

Hi All,

In Service Bridge implementation ,  after ticket  gets created in customer incident form (Consumer Instance) and a corresponding Case is created on the Provider side then the CI gets blanked out on the customer incident form(Consumer Instance).
We are mapping install base field from Provider and Configuration Item from Consumer end.
 Any help is appreciated!

[kaushal_snow]

Hi @rvaishnavi ,

CI mapping from Install Base on the Provider to the Configuration Item on the Consumer can result in a blank CI in the consumer incident if the CI value isn’t resolvable (e.g the CI doesn’t exist in Consumer CMDB or hasn’t been synced via Foundation Data Sync).........or if the transform map/mapping configuration under the Service Bridge connection isn’t properly set,...

Or if the transform is stripping out or ignoring the field because of ACL or reference field mismatch; so you’ll want to verify that the Install Base entry has a valid sys_id that matches a CI in the consumer, that the Service Bridge mapping for that field is enabled and correctly pointing to the correct CI reference field, check that ACLs let the process write to that field, and review any logs/show where the transform was applied to see if there were errors or missing records...

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