Configuration Item lookup on Incident List View

sharonjanisch · ‎08-07-2017

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?

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Chuck Tomasi · ‎08-07-2017

Hi Sharon,

The list view on Incidents or Affected CIs?

sharonjanisch · ‎08-07-2017

This list view on Incidents. Currently that is only showing CI's with class of Computer. I would like it to also show CI's where Selectable on Incident is true.

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 · ‎08-07-2017

The reference qualifier on the incident cmdb_ci field is defined at the task level. (see my first image). This is inherited by all task tables (incident, problem, change_request, sc_request, sc_req_item, etc.) If you want to clear or change the reference qualifier for incident only, add an entry in the Dictionary Override table for incident table and tell it you want a new reference qualifier (check the checkbox) and leave the value field that appears as empty. You will then get all CIs from cmdb_ci when you do an incident lookup without impacting the other task based tables.

http://wiki.servicenow.com/index.php?title=Dictionary_Overrides

sharonjanisch · ‎08-07-2017

If I go to the Dictionary entry Task table, CMDB_CI column, it does show a Dictionary Override for Change Request and I do see all CI's from the list view for Change or from within a Change form. How do I get it to show me more than just computers objects on the Incident list view? I want both the list view and form view to show Computers or CI's where Selectable on Incident is true.