question Populate CMDB CIs based on the Selection of Service Field in CMDB forum

Populate CMDB CIs based on the Selection of Service Field

Suraj Yadav1 — Mon, 17 Mar 2025 06:13:37 GMT

Hi Everyone,

I have a requirement for populating the CIs based on the Service selection.

For example -

If user selects "Service 1", so as per the configuration done in cmdb relationship table (i.e. Service 1 is parent of all the CIs), the specific CIs list should be populated in the CI field.

Please suggest me what should be my approach or best practice to take this ahead.

Thanks in advance.

Re: Populate CMDB CIs based on the Selection of Service Field

Dr Atul G- LNG — Mon, 17 Mar 2025 06:25:40 GMT

Hi @Suraj Yadav1

Yes, it can be done, but you need to modify the OOTB configuration in this case. OOTB a CI is dependent on company

Where as you need it should depend on Service and it should depend on Service Offering So hirecacy is

Service - Service Offering - CI , you can build a logic for this.

https://www.servicenow.com/community/itsm-forum/auto-populate-configuration-item-field-based-on-service-offering/td-p/2693297

https://www.servicenow.com/community/developer-forum/populate-business-service-based-on-ci-selection/m-p/2200730

Re: Populate CMDB CIs based on the Selection of Service Field

Tai Vu — Mon, 17 Mar 2025 06:28:06 GMT

Hi @Suraj Yadav1

It seems like there's some confusion between populating values and lookup display. Since multiple CIs are related to a Service in the CMDB relationship table, how do you determine which specific CI should be populated into the CI field?

Could you clarify if you're looking to automatically set a CI based on the selected Service or simply filter the CI lookup list to show only related CIs?

Cheers,

Tai Vu

Re: Populate CMDB CIs based on the Selection of Service Field

Suraj Yadav1 — Mon, 17 Mar 2025 07:39:45 GMT

Hi Tai Vu san,

I hope you are doing well,
I have created a relationship in CI Relationship table(cmdb_rel_ci), where with the help of parent & child field, we are defining the Service and CI field.
For Example :
In Relation ship table, "Service 1" is treated as a Parent and Child will be CIs.
1. "Service 1" = Parent, CIs1 = Child
2. "Service 1" = Parent, CIs2 = Child
3. "Service 1" = Parent, CIs3 = Child

With the help of this relationship I have defined, I want to populate the CI based on the Service field selection on the Incident, Problem or Change form.

Re: Populate CMDB CIs based on the Selection of Service Field

Dr Atul G- LNG — Mon, 17 Mar 2025 07:45:25 GMT

Hi @Suraj Yadav1

The relationship is fine; the issue isn’t with the relationship itself. We had a similar issue on the client side.

Possible and complex solution:

Select the Service / SO.
BR – Which runs on the CMDB_REL table.
Capture all dependent CIs in an array.
If there’s only one CI, populate it.
If there are multiple CIs, we cannot populate the value automatically. The user will need to select manually, but only the CIs that are dependent on the parent will be shown.

Re: Populate CMDB CIs based on the Selection of Service Field

Tai Vu — Mon, 17 Mar 2025 10:13:43 GMT

Hi @Suraj Yadav1

Then I think what you're looking for is Reference Qualifier instead of auto-population. You can also consider autofill if there's only one associated CI as Atul suggested.

In your case, if it's just a one-level relationship, we can easily query the cmdb_rel_ci table to retrieve the CIs related to the selected Service, then call the function in the Reference Qualifier of the CI field. Sample:

getCIByService: function(service_id){ var cis = []; var grRel = new GlideRecord('cmdb_rel_ci'); grRel.addQuery('parent', service_id); grRel.query(); while(grRel.next()){ cis.push(grRel.getValue('child')); } if(cis.length == 0){ return 'sys_id=-1'; //empty list }else{ return 'sys_idIN' + cis.join(','); } },

However, consider a scenario where multi-level relationship exists => CI1, CI2, or CI3 have their own relationships with other CIs.

You may want to retrieve all related CIs recursively.

Cheers,
Tai Vu