Manually add missing CIs to business services

You can manually add configuration items (CIs) that Service Mapping cannot discover and map automatically.

Before you begin

  • Verify that ServiceNow platform has the right CI type for the CI you are planning to add. If necessary, create the CI type as described in Create CI types for Service Mapping and Discovery.
  • To add a device or application that does not have a record in the CMDB, perform the following steps:
    1. Use the CI Class Manager:
      1. Navigate to Configuration > CI Class Manager.
      2. Click Hierarchy to display the list of CI Classes. Select the class to use for the CI.
      3. In the class navigation bar, select CI List and then on the CI list view, click New.
      4. Fill out the CI form and then click Submit.
    2. Or, directly use a table:
      1. Navigate to and expand Configuration and then elect the class to use for the CI, such as Business Services.
      2. In the navigation filter of the application navigator, enter the table label (such as 'Linux'), or the table name in the format of <table name>.list (such as 'cmdb_ci_linux_server.list'). Then, press Enter.
      3. In the list view of the table, click New and fill out the form fields for the table.
      4. Click Submit.
Role required: sm_admin

About this task

You may want to add a CI manually if you must create:
  • An indication that a business service contains a device or application, which Service Mapping cannot discover. For example, add an A/C unit to the Production Floor business service.
  • A temporary placeholder instead of a CI, which Service Mapping did not discover. You intend to perform necessary troubleshooting to ensure Service Mapping discovers this CI in the future. For example, add an IBM WebSphere Message Broker to the Bank Customer Portal business service.

You can add a CI manually only to real CIs existing in the CMDB, not a visualization of other items on the map like clusters or boundaries.

In both cases, the map shows the manually added CI, but Service Mapping does not discover it and does not collect any information about this CI. All information about this CI is retrieved from the CMDB.

When you add a CI to a business service, the information about the CI, to which you connected the manually added CI, is updated in the CMDB and in the model. If other business services in your deployment use the same applicative flow, the CMDB recognizes it and adds the CI you added manually to these business services by analogy. For example, you manually added an IBM WebSphere Message Broker to an IBM WebSphere HTTP Listener in the Bank Customer Portal service. The system also adds this IBM WebSphere Message Broker to the same HTTP Listener in the Bank Internal Portal, because it uses this HTTP Listener. The same logic applies when you remove a CI you added manually: The system removes it from all business services where you either manually added it or the system added it by analogy.


  1. Open the relevant business service map:
    1. In the child instance, navigate to Service Mapping > Business Services.
    2. Click View map next to the relevant business service.
    3. Ensure that the map opens in Edit mode.

      When you click Edit, the Discovery Messages section appears below the map.
  2. Ensure that the map is not in the Host View.
  3. Add the missing CI manually:
    1. Right-click on the CI under which you want to insert the new CI.
    2. Select Add manual CI.
    3. In the Add Manual CI window, define the CI you want to add:
      Field Description
      CI type Enter the CI type for the CI you are adding. Every CI belongs to a CI type which contains a set of attributes configured for this kind of CI, for example, cmdb_ci_appl for applications.
      CI name Select the CI from the list of CIs belonging to the selected CI type.

      If the CI type does not appear in the list, either Service Mapping does not allow adding CIs of this type manually. For example, you cannot add an application cluster or an endpoint manually.

    4. Click Submit.
      The map shows the manually added CI.
  4. To add outgoing connections for the manually added CI:
    1. Right-click the manually added CI.
    2. Select Add manual connection.
    3. Configure attributes for the entry point as described in Entry point attributes.
    4. Click Submit.
      If Discovery or Service Mapping discovered this CI earlier, the map shows this CI. Otherwise, the map shows the warning icon () instead of this CI.
  5. If you want Service Mapping to discover the CI automatically:
    1. Customize the relevant pattern or fine-tune traffic-based discovery to enable Service Mapping to discover the CI.
    2. Navigate to the relevant business service map.
    3. Click Run discovery.
    4. After the discovery process finishes, verify that Service Mapping discovered the CI by checking the connector leading to the CI. If Service Mapping discovered the CI, the map shows two connectors to it: manual and automatically discovered.

      Example of the manually added CI, which Service Mapping later discovered automatically
    5. Right-click the CI you added manually.
      In the example, it is IBM WebSphere Message Broker.
    6. Select Remove manually added CI.
      The map shows the CI with only one connector leading to it. If this CI had any manually added connections, they are removed together with the manually added CI.