Hey all -
I'm new to administrating ServiceNow and I'm having trouble finding an answer to this question.
I'm trying to find out if there is a way to filter the Affected CI field in a INC form so that our Service Desk team doesn't see thousands of CIs they would never use when the Affected CI field auto-completes in the Agent Workspace.
The problem: We're trying to get some consistency with the CIs that the Service Desk is tagging so we can get more measured reporting on commonly affected systems and applications. While it works ok for individual endpoints with distinct names (like computers or phones), certain applications, like Zoom for example, brings back tons of results with a wild card search or without applying filters to the class in the Affected CI search. Even just "Zoom" comes back as both a Business Service Class CI and a Software Class CI. One option is always training on CI table Search - but I'm trying to find out if there is a solution that makes it easier for everyone.
I've looked (and asked) around and have seen there's ways to filter all results on the backend, but that would also affect the Configuration Item field in Change Requests and that's a problem since the Ops team needs to tag CIs that the Service Desk would never touch.
Alternatively, if anyone has any other ideas on how to solve that problem, I'm all ears. I admit that I might be way off base in what I'm trying to achieve, but I figure an idea is a good place to start. Thanks!
