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

[Ankur Bawiskar]

Hi Gopal,

Hope you are doing good.

Let me know if I have answered your question.

If so, please mark appropriate response as correct & helpful so that this thread can be closed and others can be benefited by this.

If not, please let us know if you need some more assistance.

Regards
Ankur

[MuneerM]

Hi Gopal14,

There is a dependent field set on the Task table for Company. Because of this, on the Configuration Item field in Incident or Problem, users can only see CI records that belong to the same company.

For example, if there are five CI records with the company name “ABC”, and you select “ABC” in the Company field on the Incident, then only those five CI records will be visible.

If no company is selected on the Incident record, then no CI records will be visible.

Here total 33 ci record for the campany named ' 'ACME China' on the configuration item(cmdb_ci) table.

Select the same campany on the incident record ' 'ACME China'.'

Now open the Click on the seach icon on the Configuration item field those 33 ci records are appearing with the same campany name.

Or if you want all the ci records on the incident record as well then you just remove the depend field from the dictionary of the configuration item field from the task table then all the ci records are appearing on the incident and problem as well.