question Relation between Configuration Item and Service offering fields in Community Central forum

Relation between Configuration Item and Service offering fields

bondita1 — Wed, 22 May 2024 09:53:12 GMT

Hello Team,

I want to export data from the table: alm_hardware.list and need to save the corresponding values of Configuration Item, Service, and Service Offering in the Incident table.
While I'm able to retrieve the Configuration Item value successfully,
I'm facing difficulty in obtaining the values for the remaining two fields (Service and Service Offering).
How the mapping works and from where can I get the exact value, any insights or assistance on this matter would be greatly appreciated.
Thank you in advance!

Re: Relation between Configuration Item and Service offering fields

AJ_TechTrek — Wed, 22 May 2024 10:11:33 GMT

HI @bondita1 ,

You can refer this.

Service Offering: A Service Offering is a high-level representation of a service that is offered to the customers. It acts as a catalog item that defines the scope of services, pricing, and delivery methods. It represents the services offered by an organization and is used to create service requests and track service delivery.
Configuration Item (CI): A Configuration Item (CI) is a component that represents a tangible or intangible object in an IT environment. It represents an item that needs to be managed and tracked, such as hardware, software, and processes. CIs are used to manage and maintain the IT infrastructure and are used to track changes, manage inventory, and plan for future upgrades.

Also Relationship details you can find out from CMDB_rel_ci (Relationship Table) table easily for all configuration Item, You just need to check with Parent or child.

Please appreciate the efforts of community contributors by marking appropriate response as Mark my Answer Helpful or Accept Solution this may help other community users to follow correct solution in future.

Thanks

Ajay Kumar

Linkedin Profile:- https://www.linkedin.com/in/ajay-kumar-66a91385/

ServiceNow Community Rising Star 2024

Re: Relation between Configuration Item and Service offering fields

Ram S — Wed, 22 May 2024 10:28:39 GMT

Hi @bondita1 ,

With which fields of incident do you want to map those fields? can paste the screenshot of the code that you are trying.

Re: Relation between Configuration Item and Service offering fields

bondita1 — Wed, 22 May 2024 10:44:08 GMT

Hi @Ram S ,

I am successfully retrieving the value of Configuration Item from the Hardware Asset (alm_hardware) table. Now, I need to insert values for the Service and Service Offering fields corresponding to this Configuration Item into Incident table. My question is, from which mapping table can I obtain these values?

Pleae find below screeshot:

Thanks.

Re: Relation between Configuration Item and Service offering fields

Ram S — Wed, 22 May 2024 11:10:46 GMT

@bondita1 I think there isn't any default relation between the "Service" and "Service offering" fields with the alm_hardware table unless there is any customization done. So You can not directly populate it. either you have to create a custom relation by creating a reference field or have to use any other criteria for the auto-population of those fields.

Please mark this as helpful and accept it as a solution if this resolves your query.

Thanks,

Ram

Re: Relation between Configuration Item and Service offering fields

bondita1 — Wed, 22 May 2024 11:47:37 GMT

Hi @Ram S , Could you please provide a detailed explanation on how to create a reference table and how to map the fields accordingly?

Thanks

Re: Relation between Configuration Item and Service offering fields

Ram S — Wed, 22 May 2024 12:50:10 GMT

That field needs to be there or should be available on the target table(in your example alm_harware) or at least on any reference field table(suppose cmdb_ci but could be any field on the alm_harware table).

In the 1st scenario, you are able to map the 'configuration item' field because it is directly available on the 'alm_harware' table but "Service and Service Offering" is not(as you can see in my previous screenshot). So if there is a business requirement then you can create a custom reference type field on the alm_hardware table with names 'service' and 'service offering' and auto-populate values of those fields as you have done for the 'configuration item'. (Note: new custom field creation must be confirmed with the business)

Also as I can see Model and Model ID are common fields you can try using some logic on that.