Parent service on Incident is not lised in Business Service

[thereseg]

Hi,

On our Incident/Problem and Change forms we ask our users to fill in Service Offering and from there we automatically populate the "Parent Service" (the Business Service connected to the Service offering).

When I was looking into the Business services to see how many incidents we've had on the Business Service as a whole (Not just the sub-part of the different Service Offerings) all the related lists were empty (Task, Incident, Change etc).

Somehow even though each incident has a Business Service listed as Parent service I have nothing linked to the Business Service.

As we are looking into starting using the outage module and measuring availability (on Service Offering and by extension Business Services) this is crucial for us.

Can anyone advise why these aren't connected? Looking up Business Service there are no related records

Here are some of the technical specs that might be interesting.

On service offering we have a field called "Parent Service" which links the Service Offering to a Business Service.

Dictionary Info:

service_offering.parent       Close

Table: cmdb_ci_service

Field: parent

Type: reference

Reference: cmdb_ci_service

On our Incident Form we have the following fields:

Dictionary Info:

incident.service_offering       Close

Table       task

Field       service_offering

Type       reference

Reference       service_offering

Dictionary Info:

incident.service_offering.parent       Close

Table       task

Field       service_offering

Type       reference

Reference       service_offering

Thanks

[Valor1]

I think you may just need to report off of the "related field":

1. Go to Reports > View/Run
2. Create a new report on the Incident table
   • Type:Bar
   • Group by: This is where you want to scroll ALL the way to the bottom and choose "Show Related Fields"

• Pull down the "Group by" again, and you'll see more options that look like this (pretend this image says "Service offering > Service Offering fields"):

• Pull down the "Group by" AGAIN, and this time you'll see the "parent" field you're looking for:

This technique will work for many/most of the report types, not just Bar.    

[thereseg]

Hi,

I tried this however I get 100% empty result. Which leads me to believe that somethings wrong with my connection from Service Offering to Business Service.

If I run the report on Service Offering I get "Parent" but nothing is recorded on the Business Service itself.

Thanks you

[Valor1]

You will have to pull from the "Service Offering" fields through to Parent -- I probably didn't make this clear enough from my comment: "(pretend this image says "Service offering > Service Offering fields"

Once your "Group by" drop-down says the above, pull down the list once more and choose "Parent Service" NOT "Parent Service > Business Service fields"

[thereseg]

Yes Parent for Service Offering work to report on however they are not linked to our business services.

Maybe I miss understand how "Parent" work but I was under the impression that my incidents would be linked to the Business service listed under "Parent".

When my Business owner look up their Service they can't see any related tasks (using the Menu for Business service which is what we want them to use).

We are trying to get our Business and service owners to take more responsibility for the incidents and problems in our production.

Not being able to show the related Incidents/Problem/Changes makes this difficult.

Yes I can pull a report but that defeats the purpose of having the relation on the Business Service and we want people working within Service Now to have the latest information.

Weirdly I have two related lists for incident -> Business Service.

Is there better link between Service Offering and Business Service that we can use.