Button to convert Business Service to Application Service is not present.

Ishan4 · ‎03-01-2022

I need to convert Business Service to Application Service and for that I referred to this

https://docs.servicenow.com/bundle/sandiego-servicenow-platform/page/product/service-mapping/concept...

It says there should be a button to convert the business service to app. service and it is in developer instance of ServiceNow developer site

But in my instance there is no such button present, provided I have all the roles required for it.

Below is image of instance where I need to make changes

So how can I convert Business Service to Application Service in this regard ?

shloke04 · ‎03-04-2022

Hi @Ishan

Navigate to the below UI Action link which is responsible for displaying the Button named as "Convert to Application Service" both on the form as well as on the list.

From form , you can have the flexibility to convert just one individual Business Service to Application Serivce.

From list you can convert multiple Business Service to Application Service

https://instance.service-now.com/nav_to.do?uri=sys_ui_action.do?sys_id=7adf56ff931002000fb3b9ab357ffb92

Replace "instance' with your instance name.

How this button works:

When you click on the button, A UI Page named as "it_service_choose_levels_to_populate" gets called and the pop up gets displayed which ask the user to select the number of level which need to be converted like 1 or 2 or 3.

Link for UI Page below:

https://instance.service-now.com/nav_to.do?uri=sys_ui_page.do?sys_id=cc0be2d27f230300995cbaf8befa91be

Replace "instance' with your instance name.

Also at the same time , class of Business Service is also manipulated to Application Service at the backend.

Doc link which you have shared clearly calls on the backend conversion which happens , listing down below as well for reference:

Conversion process

During conversion, the following changes and processes occur:

The service record is moved from the Service [cmdb_ci_service] table into the Mapped Application Service [cmdb_ci_service_discovered] table by changing the record class.
The application service is set with all the original business service attributes such as name, owner, and operational status.
The system adds related items from the business service to the converted application service, up to the specified level.
The system queries the CMDB for the latest CI changes.

Please let me know if you have a query or please mark my answer as correct and close this thread for others.

Regards,

Shloke

Hope this helps. Please mark the answer as correct/helpful based on impact.

Regards,
Shloke

View solution in original post

Ishan4 · ‎03-07-2022

Hi Shloke,

Thanks for your reply. With the help from previous replies, I although was able to get button on the Business Service page but two problems are now:

1.) Only bulk conversion is here and not the single conversion button.

2.) Even the bulk button is not working as it should be. In bulk conversion status list process is shown as completed but progress is 0% and also the service are still marked as Business ones and not the Application one.

shloke04 · ‎03-07-2022

Hi @Ishan

https://instance.service-now.com/nav_to.do?uri=sys_ui_action.do?sys_id=7adf56ff931002000fb3b9ab357ffb92

Replace "instance' with your instance name.

In this link make sure to ensure Form Button is marked as True as shown below. If this is not checked then it will not be visible on the Form of Business Service as shown:

I have tested this and works fine. Please verify and see if the UI Action shared above is not customized, if yes try reverting to OOB version and then check out the same.

Regards,

Shloke

Hope this helps. Please mark the answer as correct/helpful based on impact.

Regards,
Shloke

Ishan4 · ‎03-07-2022

Hi @shloke04

Actually I did not have required role that is why button was not available. But still:

1.) Using individual conversion button: Services are being converted to 'Calculated Application Service class' and not to 'Application Service Class'. Although Service classification is Application Service.

2.) Bulk conversion button is not working.

even completed ones are not in Application Service category.

shloke04 · ‎03-07-2022

Okay. When you click on the button what happens for you? What is the screen which gets loaded for you. Can you please share that?

Ideally should be something like below and it gives you an option to select to which class you need to convert it to as shown below:

Hope this helps. Please mark the answer as correct/helpful based on impact.

Regards,
Shloke

Hope this helps. Please mark the answer as correct/helpful based on impact.

Regards,
Shloke

Ishan4 · ‎03-08-2022

1.) Categorization problem is with individual conversion and there no such option comes up to which class should it convert. On conversion Service Classification remains as 'Application Service' and class as 'Calculated Application Service'.

2.) For Bulk Conversion: I get same form as you are getting but I think query part is to find the particular record not for target class, please correct me if I am wrong