CMDB Best Practices to Solve this

[Luiz Lucena]

Hi everyone, 

Here at the company we started with a list of applications in the Business Services list (cmdb_ci_services) and after some months, they decided to populate the same CI's in the Applications (cmdb_ci_appl), then we add a script include to "hide" the Business Services list from selection based on some categories.

They decided now to clean up the Business Services list by deleting some of the CI's there. The problem would be by deleting it will affect old incidents and change records that have those CI's in the form.

Did anyone already faced the same situation that could share how to solve this?

[robertgeen]

You have 2 different options in regards to this. The first is that you can modify the CMDB pickers to not show anything from the business service table and thus they will only see the cmdb_ci_appl ones. The second option would be to create a script to look up all the tasks for each of the business service and swap the CIs on them with the new ones and then delete it but keep in mind this could trigger workflow exceptions depending on your system setup that could cause those tasks to re-open or shift to different states.

I would suggest you take a look at what is coming in London release as moving the business applications to cmdb_ci_appl is actually not the proper place for them. The purpose of the cmdb_ci_appl table is to store instances of technology that is running in your environment (e.g. IIS, Databases, etc). Your best bet is actually to use the cmdb_ci_business_application table (depending on the version you are on this might not be available) but it requires your to have software models setup which makes it very hard to use.

As such until ServiceNow changes the hierarchy of the Service structure (which is included in London and from what I understand is actually going to worked on over the next couple of versions) I would keep them at the cmdb_ci_service level and sub classify them using the classification attribute.

Either way to fix your short term problem create a script that looks up any tasks that reference a CI and swap it for the new one and that way you should be good to remove them.

[Luiz Lucena]

Hi vNick, 

We are using reference qualifier to filter some of the content to be shown on the Ci field. 

However, the issue we are facing is that we put our whole list of apps and services as Business Services. After some months, we decided to use Applications, but we still have the same list as Business Services.

[vNick · Accepted solution]

Sounds like you are most of the way there already then.  You should just update one or the other records (Applications or Business Services) for whichever is not desired to be used anymore, and set it to Non-Operational.  Update your reference qualifier to only retrieve Operational CI's along with whatever other criteria you have in place

[ukmk]

Thanks very much I'll look into it 

Andrew

[Mary Vanatta]

It has been sometime since this posted. But ServiceNow came out with information at K19.  It is available here:
https://community.servicenow.com/community?id=community_question&sys_id=a4bcb58edb8b5b840be6a345ca96...