Configuration Item not displaying data on incident form

[Gopal14]

Hi Team,

when I am creating a new incident I have a field called Configuration Item. after clicking on the reference icon I am getting all records under the cmdb_ci table in that reference field.

However, I have not given the configuration item value on the incident form. after the creation of the incident I want to give the configuration item value, When I am selecting it is showing the message “No records to display”.

Can anyone help me with this?

Thanks in Advance

[Gopal14]

Hi,

Dictionary Override on the configuration item field

[Ankur Bawiskar]

Hi Gopal,

please check any query business rule on cmdb_ci table and not incident table

Also no issue with the dictionary override -> it looks fine

Please check whether there are records in the cmdb_ci table

Also this issue is coming for which users admin or non-admins?

Regards
Ankur

[Gopal14]

Hi Ankur,

I don't have any query business rules in the cmdb_ci table.

Yes,  records are there in cmbd_ci table.

admins and non-admins also.

In dev I have no issue, However, it gets in prod only.

Thanks

[Ankur Bawiskar]

Hi Gopal,

As seen in image the CI field on incident is dependent on company field

Refer below links for more explanation

CI on Incident form

Configuration Item lookup not displaying data on incident form

Regards
Ankur

[sachin_namjoshi]

This means there is a difference in configuration or config Data on your dev and PROD instance.

In your case, you can see CI values matching to company on incident record.

You will CI records only if company values matches on cmdb_ci and incident record.

Regards,

Sachin