Display only active CI in Incident and Change modules

[danielmanga]

Hi,

Is it possible to update CI search filters in the Incident and Change modules to only display "Active" status CIs (Installed) when linking/searching for affected CI fields in the request.  At the moment all statuses appear in the search that is resulting in incorrect CI being related to the request.

[Dr Atul G- LNG]

Hi @danielmanga 

Yes, you can do that, you need to override the default reference qualifier in this case.

https://www.servicenow.com/community/itsm-forum/how-to-restrict-retired-ci-s-on-incident-form/td-p/3...

[Ankur Bawiskar]

@danielmanga 

OOTB the filter which applies is coming from dictionary entry at task level for cmdb_ci field

For changing the behavior on incident and change you can create dictionary override on those 2 tables and add your own filter conditions.

If my response helped please mark it correct and close the thread so that it benefits future readers.