Deleted Configuration Item (CI)

[mdidrikson]

Hello,

We had a user who inadvertently deleted a Configuration Item (CI) from our production instance. He has since added it back, but now we cannot view all of the Incidents attached to the CI item. I have located the sys_id for the old CI value from our Test and Development systems and I was hoping to run an update on those values to the value of the new sys_id value. The issue is that I'm not seeing any Incidents that have the old CI sys_id value tied to them.

When we deleted the Configuration Item, does it also remove the reference sys_id from the related Incident records?

Thanks!

Mark Didrikson

[CapaJC]

It clears the reference field, by default.

To change this behavior, if you wish, I believe you can give that reference field a "Reference cascade rule" value of "none". Then deleting a CI will not clear the value from anything that references it. The side effect of this, however, will be that the field on the Incident form would LOOK empty (i.e., nothing in the input), but still actually have a value, so the reference icon will appear next to the reference field. Clicking it would give a "Record not found" error.

"none" isn't documented here, so before changing I'd probably test first to see if this 1) works and 2) is what you want:
http://wiki.service-now.com/index.php?title=Reference_Fields#Cascade_Delete_Rules

[mdidrikson]

Thanks! I take it then there isn't a way to find the Incident record that have the old reference?

Thanks again.

Mark Didrikson