Impacted Services/CIs Not Populating in Incident Records

[saikumarkak]

Hi Team,

I have created two Configuration Item (CI) classes and established a relationship between them. I then used these CIs while creating an Incident record by selecting the appropriate Configuration Item in the Configuration Item field and saving the record.

After saving, I observed that the Affected CIs field is being populated correctly. However, the Impacted Services/CIs is not being populated as expected.

To address this, I created a Business Service and defined the necessary relationships using parent–child associations and appropriate relationship types. My understanding is that the Impacted Services/CIs field in ITSM should populate automatically based on the relationships defined within the Business Service hierarchy and the associated CI relationships. Despite configuring these relationships, the Impacted Services/CIs still does not populate.

Could you please advise on the following:

• Are there any additional relationship types or configurations required for Impacted Services/CIs to populate correctly.

• Is there any specific dependency mapping or service mapping configuration that must be completed.

• Are there any business rules, scripts, or system properties that control this behavior.

• How can I validate whether the CI to service relationship is correctly structured for impact calculation.

Please let me know the steps I should follow to resolve this issue.

Thank you.

[Tanushree Maiti]

Hi @saikumarkak ,

Impacted Services/CIs in a ServiceNow incident are populated automatically by querying the CMDB to find services/CIs dependent on the "Affected CIs".

This process uses relationship data in the 'cmdb_rel_ci' table and Service Mapping [svc_ci_assoc] to identify downstream impacts, which can be refreshed via the "Refresh Impacted Services" UI action.

Go through this links, it will help you.

Solved: How the "Impacted Services/CIs" populating automa... - ServiceNow Community