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
Ah, I see.
Your assumption is incorrect. That "Parent" field shown on the incident is not a direct relationship. It's actually a "related" or "derived" field, so you won't be able to directly see the list on a business service form.
In my example, the Offering is "1-User phone system" and the Parent service is "Voice Communication". In your screenshot above, notice the Filter parameter on the "Incident" related list shown: Business service = OGS
I'll assume that the other "Incident" related list is actually Configuration Item = OGS
The query being run to show incidents is on the Incident table, so you have to think about the report we made first -- Service offering > Parent.
Now in this example (and your system also), the "Business service" field is blank:
In order to get a Related List with data, we have to replicate the report query we ran. In order do that, you have to create a custom relationship record.
1. Navigate to System Definition > Relationships and create a new one.
Make the form look like mine:
Script:
(function refineQuery(current, parent) {
current.addQuery("service_offering.parent", parent.sys_id);
})(current, parent);
2. Then, add your new relationship as a related list on the "Business Service" form (note that the related list name is the same as we gave it in step 1 above, and there's no "->" indicator in the name, showing that it's a custom query):
3. Now, you'll see the data you're looking for on the "Voice Communication" Business Service record!
