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Insight custom field not updating when i change add new value in CMDB


I have an object ("computers") that has several attributes, one of them is "computer name".

I had created and insight custom field so the computer name appears in our service desk tickets, the problem is if for example if a user has a computer and he opens a ticket, the field contain his current computer name, if i add another computer name (because now he has two) the new one doesn´t appear on that ticket already opened (it appears in the new tickets after the change) but if i change the computer name (because there is one letter wrong) it is updated.

Is there any way to update the field in service desk when i add a new value?

Thank you,


1 answer

It would be possible to do this with Insight's automation if you're willing to write a Groovy script to update the issues.  An automation set up for WHEN Object created, IF objectType = computers THEN Execute Groovy Script.  The script would have to do a search for all related issues, add the new object to the custom fields, and save the issues.

Alternatively, have you thought about changing your data model to have an object type representing the user?  The user could have an attribute referencing all their computers (just be sure to set the cardinality of that attribute to unlimited or a reasonable value).  You should be able to populate the user in an Insight custom field, but have the field also show the attribute containing their list of computers.  Then when the record is examined, it should always show the up-to-date list of their computers since it should display the live data from Insight.  It's a lot less painful than scripting, but does add a layer of data management.

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