Hello, I want to understand how others are using the Configuration Item field that is present on most, if not all, the ticket forms (change, Request Item, Task, incident, etc).
From my understanding, the Configuration Item field is present on all the ticket forms as a way to track the tickets associated with a particular CI. In such a case, you can add a related list for each of the types of tickets to the cmdb_ci record form.
If that is the intended use. What methods are you using to populate this field on a given form? In our environment, we have variables on the catalog item that the requester would enter as the affected, impacted device, currently a string. I am suggesting converting to a reference lookup against the respective cmdb_ci table. Then, adding a business rule that would map the value from the catalog item variable to the Configuration Item field on the ticket form. I am struggling as that could potentially get messy very quick due to the sheer number of different catalog items that we have in our environment and ensuring that each variable has an associated business rule to update the Configuration Item field on the form.
How are others using this field?
