Visibility of Unmatched CIs in ITSM

[Filip Laznicka]

How would you restrict the visibility or usage of Unmatched CI from Vulnerability Response in ITSM and ITOM processes?

We don't want end users to create incidents, problems or changes in ITSM for CIs without the proper documentation in the CMDB. The same is true for event management - no alerts/events should be linked to CIs with no documentation in the CMDB.

At the same time, we would like for everyone to see these Unmachted CIs

Do we have to create a reference qualifier for every cmdb_ci reference in ITSM in ITOM? Or is there a better way? What would be the best practice to manage this?

Regards,

Filip

[Community Alums]

Hi @Filip Laznicka ,

Configuration items (CIs) are automatically matched to CIs in the Configuration Management Database (CMDB) when they are imported. By default, the Security Operations > CMDB > Discovered Items module lists those configuration items without a match.

If you think an unmatched CI belongs to an existing class in the CMDB, review your CI lookup rules. Otherwise, consider reclassifying the configuration item.

Note: The default filter for this list is set to Unmatched. You can view all discovered items from an import by removing the filter.

If the Identification and Reconciliation engine (IRE) is activated, the reclassify option from discovered items is not supported.

Please refer to this video : https://www.youtube.com/watch?v=ipCOA7j08vQ

[Filip Laznicka]

Hello @Community Alums, thank you for your quick reply.

We are aware of matched and unmatched Discovered items and the CI lookup rules. Our matching rate is above 80%.

My question was directly to the CIs that are not matched and where the documentation in CMDB is missing. We don't want to reclassify unmatched CI. We only need to restrict the usage of Unmatched CI from ITSM/ITOM processes. 

Regards,

Filip

[glennguzzo]

Think you could use the Principal Class filter process on ITSM processes, to ensure the CI is selecteable or not.   To understand the reference qualifier, select the Filters view on the CI list to get an idea of what Javascript call it makes.   https://docs.servicenow.com/bundle/utah-servicenow-platform/page/product/configuration-management/ta...