Using the related lists of applications

Related lists are highly useful when we need to build a relationship between the two tables and for reporting as well, there is always a relationship of parent and child, which can be established by a system definition application (relationship module).

Getting ready

To step through this recipe, you need an active Service-Now instance and a valid credential or role (admin).

How to do it...

1. Open any browser standard browser.
2. Type the Service-Now instance web address (http://{instance_name}.service-now.com) provided by your organization in the address bar, now enter your credentials in respective fields and press enter button.
3.  On the left-hand side in the search box, type incident, and under the Incident Application click on Open Module:
   

   Incident Application – Open Module

4. After clicking on Open Module, you will able to view all active incident in the list format as follows:
   

   Incident Records - List View

5. Now, you can click on any incident record but for now, so let’s suppose you have clicked on INC0010001 record. After opening the incident record, you need Right-click on the header of the incident form. After that, select Configure and in the configure options, select Related Lists as follows:
   

   Configuring related lists from the incident form

6. Out of the box, all related lists are available and you can move any related list to the Selected box from Available box as shown following:
   

   Adding related lists to the form

7.   The available box holds out of the box relationships and you can move as many as you want from available box to selected box but for now, let’s support you have moved Affected CIs related list from Available box to Selected box as shown following and click Save button:
   

   Adding Affected CIs related on the incident form

8. After clicking on Save button, you will able to view Affected CIs related list bottom on incident form. It will show all Cis which are affected by the incident as follows:
   

See also

• To read more about the configuration item click on http://wiki.servicenow.com/index.php?title=ITIL_Configuration_Management#gsc.tab=0 and http://wiki.servicenow.com/index.php?title=Attaching_Configuration_Items_to_an_Incident#gsc.tab=0