"Configuration Item" lookup field on a Change record does not list all of our Configuration Items

[TheKatherine]

When I go to 'All > cmdb_ci_list.do' to see all of our configuration items, I see 718,672 items (no filter or conditions set)

However, when I am on a Change record, and click on the magnifying glass icon for the 'Configuration Item'  field, I only see 39,180 items (no filter or conditions set)

Why does my list of CIs when on the change record, not show everything?

When I go to the 'Configuration Item' field > Dictionary > Reference Qualifier - it has this:

• javascript: ['incident', 'problem'].indexOf(current.sys_class_name + '') == -1? '' : 'operational_statusNOT IN' + new OpsStatusFilter('cmdb_ci').by('CreateTask').join()

My URL links show the following:

• cmdb_ci_list.do
  • https://my instance name.com/now/nav/ui/classic/params/target/cmdb_ci_list.do%3Fsys_id%3D-1%26sysparm_clear_stack%3Dtrue
• configuration item field on a change record
  • https://my instance name.com/cmdb_ci_list.do?sysparm_target=change_request.cmdb_ci&sysparm_target_value=&sysparm_reference_value=&sysparm_nameofstack=reflist&sysparm_clear_stack=true&sysparm_element=cmdb_ci&sysparm_reference=cmdb_ci&sysparm_view=sys_ref_list&sysparm_form_view=default&sysparm_additional_qual=&sysparm_dependent=&sysparm_client_record=session&sysparm_domain_restore=false

Any help or guidance on where and what to look at would be appreciated.

thank you

TheKatherine

[Akash4]

The Reference Qualifier on Dictionary of Configuration Item indeed adds filter to the CI List on Change form, here are some hints in understanding the Javascript:

1.['incident', 'problem'].indexOf(current.sys_class_name + '') == -1`
This checks if the Table name(class name) IS NOT either ‘incident’ or ‘problem’.
2. operational_statusNOT IN' + new OpsStatusFilter('cmdb_ci').by('CreateTask').join()`

- Meaning the filter conditions mentioned in OpsStatusFilter will be applied for the Operational status (usually Operational state NOT Equals “not operational”)

Hence the CI records are filtered in Change, hence is the less count. This might be OOB SN features or customized on your instance based on Process the client follows (the filters or the reference qualifer can be changed based on requirements)

[TheKatherine]

Akash,

thank you for the explanation - that all makes sense to me, however there must be something else set or being filtered as here are the numbers broken out more. As you can see, both places are showing CIs that have a 'operational status' of 'non-operational'.

• cmdb_ci_list.do
  • shows 718,600
  • empty (66), operational (615,070), non-operational (3,952), ready (14), retired (99,528)
• ci field on change record
  • shows 39,180
  • empty (65), operational (38,413), non-operational (1), ready (12), retired (689)

thank you

TheKatherine

[TheKatherine · Accepted solution]

Akash,

I believe I may have found out the issue or cause of the list not showing everything.

On the dictionary override (change_request) for the configuration item field on the change record, the reference qualifier has listed:

javascript:new TaskUtils().getConfigurationItemFilter(current);

When I research what that means, I found an article (https://davidmac.pro/posts/2024-06-24-sn-principal-ci/) about 'Principal CI Class' ... we have several classes with the 'principal class' checked.

When I go to 'All > cmdb_ci_list.do' to see all of our configuration items and then change to the filter (principal class), the number of listed CIs matches what I see when I click on the configuration item reference field on the change record.

thank you

TheKatherine