With my limited experience in the Incident console, I don't believe what you've stated would be possible without customisation. The current drop down CI list is based on the Customer*+ field, so that would need to be customised. This in itself would cause issues. Would you bring in parent or child CIs - or both? How many levels, 1,2,3,50? How far up or down your Service Model should it scan to populate this list? If it is possible it could cause performance issues.
Apologies if I've misunderstood (which is a genuine possibility), and also I do not know your current CMDB/Service Model maturity level, but I believe you may be coming at this at the wrong angle. Your Business Services and CIs should be managed by the Service Asset & Configuration Management team, and should form a service model. (Which CIs form a Business Service, which CIs cause impact to other CIs/Business Services, which CIs are dependent on other things etc.etc). You've said that you've created Application CIs for all Corporate Applications and then linked those CIs up to a Business Service CI called Corporate Business Services.
In my opinion, the better way to do this would be to create a Business Service CI for each individual Corporate Application, and under each of these configure all the hardware and software required to deliver that Corporate Application. Then link all your Corporate Applications Business Services up to an overarching Business Service.
Then setup Product Categorisation for each individual Corporate Application Business Service CI. (CIs and Product Categorisation can all be bulk loaded)
You could then, for example do the following:
- Someone logs an incident about "SAP Application" (one of your Corporate Applications).
- This is setup as a Business Service so you link "SAP Application" in the Service*+ field.
- You've setup Product Categorisation in the "SAP Application" CI to further detail what that CI represents, so the following Product Categorisation gets added to the Incident:
- Tier 1: Service
- Tier 2: Business Service
- Tier 3: Corporate Applications
- Product Name: SAP Application
You then know, and can report on the Business Service that the incident was raised regarding, and also whether it was a Corporate Application or a Desktop Application.
I believe this question was handled by BMC PS.
Marking it as assumed Answered based on this feedback from Manny