How to reflect CI information of Change Request to Configuration Item

[nagaryu]

In ServiceNow, the related list for Change Request has items such as "Affected CIs" and "Impacted Services/CIs".
For example, suppose that a Change Request record is decided to "upgrade the OS", a CI is registered here, and the record is then Closed.

When the record is Closed, it seems natural that the OS version of the target CI record should be changed to the one specified on the Change Request screen, but is such an automatic linkage provided as an OOTB function?
Also, if it is not provided, how can it be achieved?

Note that the above is just one example, and there are also cases where I want to reflect items that are not included in the OOTB fields, such as "changing detailed parameters of settings", in addition to OS upgrades.
As this is not OOTB, I thought of creating a field called "parameters" in both the Change Request and Configuration Item, and updating the target CI with a Business Rule triggered by a change management update, but should I take such an approach?

[Dr Atul G- LNG · Accepted solution]

Hi @nagaryu 

If I understood your request correctly, you want the CI information to be updated as soon as a Server OS has been updated. As far as I know, there is no out-of-the-box (OOTB) way to do this, but there is a plugin called Mass Update CI that you can explore. Also, this requires up-to-date data, so Discovery is the best option to ensure CI changes are updated in real-time as soon as Discovery runs. Otherwise, there is no other way.

[nagaryu]

Hi @Dr Atul G- LNG ,

Wow! There's such a plugin.
I installed it into PDI right away, and was able to confirm that a True/False type field called Mass update CI class (is_bulk) had been added to the Change Request screen.

I'm going to try out this plugin while looking at the documentation to see how to use it.
Thank you for introducing me to the plugin!

[Dr Atul G- LNG]

Great @nagaryu 

Keep us posted with progress and issue.