Configuration Item lookup on Incident List View

[sharonjanisch]

If I add Configuration Item to the All Incidents list view and do a lookup, it only shows items with the class of Computer.   If I am in an incident, the lookup shows alls classes.  

I don't know where the filter on the list view is coming from.   Is there a way to change that?

We are on Helsinki Build 04-19-2017_0850

[Chuck Tomasi]

Hi Sharon,

I just checked my instance (Jakarta OOB) and it shows computers for the list and form.

Out of curiosity, what does your reference qualifier look like on the task.cmdb_ci field look like? Also, are there any dictionary overrides (check the related list on that same record) for the incident table?

[sharonjanisch]

The reference qualifier for CI on the Incident form is below. It filters the lookup to CI's where the class is computer or where Selectable on Incident is true. If I go to the Affected CI's related list, the lookup does not have a filter applied. I see all CI's.

At the list view, if I hover over the lookup button, it says "undefined"

But if I click on the lookup button, then it does appear from the url that it is using a qualifier.

https://kattendev.service-now.com/cmdb_ci_list.do?sysparm_target=incident.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_additional_qual=&sys_uniqueValue=2ff45cef0f58c300763c46ace1050ecd&sys_target=incident&sysparm_list_edit_ref_qual_tag=&sysparm_dependent=f66b14e1c611227b0166c3a0df4046ff&sysparm_domain_restore=false

Sharon K. Janisch

Applications Engineer

Katten Muchin Rosenman LLP

525 W. Monroe Street / Chicago, IL 60661-3693

p / 312.577.8050 f / 312.902.1061

sharon.janisch@kattenlaw.com<mailto:sharon.janisch@kattenlaw.com> / www.kattenlaw.com<http://www.kattenlaw.com>

[Chuck Tomasi]

Hi Sharon,

Sorry for the confusion. Affected CIs is not the same as the Configuration Item (cmdb_ci) field. The cmdb_ci field is a reference field on the task table that points to the cmdb_ci hierarchy. Affected CIs is a separate many-to-many table that references task (which is how it shows up on the related list) AND has it's own reference field to cmdb_ci. Two different tables, two different reference fields with (potentially, and in your case actually) different reference qualifiers.

[sharonjanisch]

So where do I look to check for the filter that is being applied at the list view?