The 'Configuration Item' (CI) field on a form may appear simple, but it offers numerous options that can significantly impact your workflows in Incident, Problem, and Change management. Selecting a relevant CI can automate your workflows such as setting the Assignment group or indicating dependencies.
Through this 'window,' you access your Configuration Management Database (CMDB), which can contain millions of records. In ServiceNow, a single server can translate into hundreds of records, especially if you're using a tool like ServiceNow Discovery. To facilitate easier CI selection for users, ServiceNow provides an out-of-the-box reference qualifier for this field based on 'Principal Classes.'
Which Principal Classes to Select?
Principal Classes indicate the classes most valuable to your workflows. By default, no classes are designated as 'Principal,' so you will need to define these yourself. But which ones should you choose?
Typically, a good starting point for selecting Principal Classes includes:
Application Services (excluding Business Applications, according to CSDM guidance)
- Also include App Service child classes.
Most Hardware Classes
- Exceptions might exist if you have IoT (Internet-of-Things) devices in your CMDB.
Other Technology with Dedicated Support Teams
- This could include databases, database catalogs, or other classes under Application (cmdb_ci_appl).
Setting Principal Classes
To designate which classes are 'Principal,' you use the CI Class Manager. This involves checking a box on the form for the specific class, and it only applies to that exact class. You'll need to individually check the box for any subclasses that you also want to include.
If you wish to review the script that determines this logic, you can find it in the function getConfigurationItemFilter in the following script include: TaskUtilsSNC Script Include
https://<instance name>.service-now.com/nav_to.do?uri=sys_script_include.do?sys_id=1cf5818a878010100e3dd61e36cb0b4a
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