Configuration item field value got erased after some days of change is closed

[Vamsi Krishna]

Hi All,

We are having a strange issue like where while raising the change request CI information is giving to change request but after some days of change is closed that CI's information is not there and completely change request CI field is getting blank and not even history is not having any info that CI's is given. Can any one help on this Please

[Vishal Jaswal]

Hello @ Vamsi Krishna  

I would request to look for server side logic related to or associated to change_request table.

Here is an example: I saw a scenario where work notes should be replicated between two itil records associated to each other. The Business Rule was configured in a way that it didn’t look for state condition due to which even the non active records were updated.

Hope it helps!

[Vamsi Krishna]

Hi @Vishal Jaswal ,

I have gone through the server side script but no luck, I would like to tell you that it is happening only for particularly some class of CI’s I think rest of them working fine.. even the older is unavailable (like CI’s sys_id and CI name not even record on the list history of change ) but with the same name new CI’s is getting generated with different sys_id.. is this some thing discover is upgrading any CI’s like removing the existing CI and replacing the same name with new name and new sys_id

[Vamsi Krishna]

Hi @Vishal Jaswal 

I have tried to check the server side but no luck some of the CI which are attached to change are fine and some of the CI class are getting erased and I think new CI is creating with same name and deleting the existing one I think is there some thing CI got upgrade like that.

[Vishal Jaswal]

@ Vamsi Krishna  If that is the scenario, then have it discussed with ServiceNow support via HI Case.