CIs not showing in the Configuration Item field but they are actually there.

[Chris393]

I'm running ITOM Event Management on Xanadu PDI and I'm running into a strange issue.  In alert forms, the Configuration Item field will say (Empty) but when I click on the Open Record link, the appropriate CI record opens.  So there is a CI but it isn't displaying.  I'm viewing the Express List and alert form in Service Operations Workspace as Admin.  Any help is greatly appreciated.

Update: I noticed this is also happening on the incident form as well so it isn't specific to Event Management as I originally thought.  Considering bringing up a new PDI.

[SK Chand Basha]

Hi @Chris393 

If you done any customizing need to map the sys_id of CI instead of name because of it's reference field. 

[Chris393]

Hi, to my knowledge, this is out of the box.  I have not made any customizations.  Thanks!

[Chris393 · Accepted solution]

I finally found the culprit.  A custom field had been created on the cmdb_ci table with Display set to true.  I updated it to false and all is working.

[MuneerM]

Hi Chris,

There is a dependent field set on the Task table for Company. Because of this, on the Configuration Item field in Incident or Problem, users can only see CI records that belong to the same company.

For example, if there are five CI records with the company name “ABC”, and you select “ABC” in the Company field on the Incident, then only those five CI records will be visible.

If no company is selected on the Incident record, then no CI records will be visible.

Here total 33 ci record for the campany named ' 'ACME China' on the configuration item(cmdb_ci) table.

Select the same campany on the incident record ' 'ACME China'.'

Now open the Click on the seach icon on the Configuration item field those 33 ci records are appearing with the same campany name.

Or if you want all the ci records on the incident record as well then you just remove the depend field from the dictionary of the configuration item field from the task table then all the ci records are appearing on the incident and problem as well.