Configuration Item field in Incident Record taking too long to load data.

[Sruthi_2511]

Hi, 

Configuration Item  field in the incident form is taking too long time to load.

It is Reference Field and reference to "cmdb_ci" table.

What can be done to load fast, any suggestion?

Thanks

[Sarthak Kashyap]

Hi @Sruthi_2511 ,

The CI field is slow because it’s trying to load all CIs from the CMDB, which can be very large. To make it faster, you can limit the results by using reference qualifiers to show only certain CI types, or based on services/assignment groups. 

in reference qualifier you can add like: javascript:sys_class_nameINcmdb_ci_server,cmdb_ci_network

Please mark my answer correct and helpful if this works for you

Thanks and Regards,

Sarthak

[Connectmustaq]

Hi @Sruthi_2511 ,

When you try to load a huge table. If you simply type table_name.list  It will mostly get timedout because of the large volume of records.

To open the list layout of such big table, open the list layout with filter only parameter.

syntax:  https://<instance_name>/table_name_list.do?sysparm_filter_only=true

• It will load the list layout with out any data. Then you can apply your desired filter
• open big record tables we can use table_name.filter so that list layout will be opened. from there we can add filter whichever we want.

If my response was helpful, please consider clicking the “Accept as Solution” button below my answer. Your feedback encourages me to continue assisting others.

Regards,
Mohammed Mustaq Shaik

[Connectmustaq]

Hi @Sruthi_2511 ,

 

Here is a step-by-step guide to configure a reference qualifier and enable typeahead search for the Configuration Item (CI) field in your Incident form in ServiceNow:

Step 1: Configure Reference Qualifier to Limit CI Records

1. Navigate to System Definition > Dictionary.

2. Search for the Configuration Item field on the Incident table (usually field name: cmdb_ci).

3. Open the dictionary entry for this reference field.

4. In the Reference qualifier field, add a simple encoded query to limit the CIs, for example:

   • install_status=1^ORinstall_status=2 (to show only Active or Installed CIs), or

   • sys_class_name=cmdb_ci_server (to show only servers).

5. Save the dictionary entry.

This filters the choices and reduces the dataset that loads.

Step 2: Enable Typeahead (Autocomplete) for the Reference Field

1. Go to the Incident form.

2. Switch to Form Layout or Form Designer.

3. Click on the Configuration Item (cmdb_ci) field.

4. In the field properties, ensure the Reference select box or Auto-complete feature is enabled. This enables dynamic loading of matching values as the user types.

5. Save and refresh the form.

Optional: Dynamic Reference Qualifier with Client Scripts

If you want dynamic filtering based on other fields (like Location or Assignment Group):

1. Create a Client Script on the Incident table with type "onChange" to update the reference qualifier dynamically.

2. Sample script snippet (adjust based on your filter criteria):

javascript

function onChange(control, oldValue, newValue, isLoading) {
if (isLoading || newValue == '') {
return;
}
var refQual = 'location=' + g_form.getValue('location');
g_form.setReferenceQualifier('cmdb_ci', refQual);
}

This ensures the CI field is filtered based on the incident location dynamically.

 

Summary

• Add a simple or dynamic reference qualifier to reduce CI options.

• Enable typeahead search for faster, dynamic loading.

• Optionally, use client scripts for dynamic filtering.

If it is helpful, please hit the thumbs button please mark the answer as correct based on the impact!!

 

Kind Regards,

Shaik Mohammed Mustaq

 

[Ankur Bawiskar]

@Sruthi_2511 

how many CIs you have?

I believe the table is huge and hence taking time for that field to show data.

Did you try discussing with your customer about adding any ref qualifier to restrict the records?

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏