In a catalog workflow using
Activity Properties: Set Values
setting Configuration item(cmdb_ci) to X Configuration item. In RITM list view Configuration item(cmdb_ci) is showing as X but when RITM is opened Configuration item(cmdb_ci) is empty.
please suggest how to default X Configuration item in Configuration item(cmdb_ci) in RITM
Hi,
If you want to default it to a value then follow the steps below:
1) Open your RITM record and then right click on Configuration item field and select Configure--> Dictionary
2) Now navigate to Default Tab as shown below and mention the sys id of the CI which you want to default it to as shown below:
Output:
Whenever a new RITM is created it will be defulted to this value as shown below:
Hope this helps. Please mark the answer as correct/helpful based on impact.
Regards,
Shloke
Also, if you just want to do this for a particular Catalog item, you can follow the below approacha s well:
1) Within your workflow, you can use a Set Value as you were doing and make sure the CI which you have selected is available for selection on RITM form. There are no Reference Qualifier which is blocking it from getting selected and is a valid value.
Also make sure to validate on which table your workflow is running.
2) Other way to handle this for a particular catalog item is to write a After insert Business Rule and use the script as below:
Even this works for me. Please follow the method which suits you here and let me know if any issues.
Hope this helps. Please mark the answer as correct/helpful based on impact.
Regards,
Shloke
okay. In that case you need to check in your instance you need to validate on below points to resolve this issue:
Check if you are looking at the correct field or not both in List View and Form View
Reason for saying this is because by default on RITM form "Configuration Item" field is visible which is on Requested item table and it is not "cmdb_ci" field which is on Task table as shown below:
Make sure you are checking the correct field and not getting confused with these two different fields:
Also have posted the screenshot of these two different fields being present with same label but actually the fields are different:
1) Check for any On Load Client Script which is setting the value of Configuration Item to empty when you are opening the form.
2) Check for any UI Policy which might be making the Configuration Item field as Empty
3) If the above two options does not work then check for any Display Business Rule written on your Requested item table which might be making it empty.
Since it is coming in List view this indicates that value which you are trying to set in Configuration Item field has been set correctly. You can validate this from the XML of the record as well. Open the form and then right click on the header and select "Show XML" as shown below and then search for Configuration Item field as shown below:
Hope this helps. Please mark the answer as correct/helpful based on impact.
Regards,
Shloke
