Populate Affected CI, Impacted CIs and Offerings Related List based on Selected CI on Incident.

[Pratik Malviya]

Hello Techies,

I need to populate the related items of a Configuration Item (CI) selected in the Configuration Item field of an Incident. Specifically, when creating a new Incident and selecting a configuration item, I want the following actions to occur upon saving the record:

1. All related Application Services of the selected CI should be populated in the "Affected CIs" related list.
2. All related Business Services should be populated in the "Impacted CIs" related list.
3. All related Service Offerings should be populated in the "Service Offering" related list.

Currently, out-of-the-box (OOTB) functionality populates the selected Configuration Item in the "Affected CIs" related list, the selected Offering in the "Offering" related list, and the service in the "Impacted CIs" related list.

My requirement is to expand this functionality to include all related items of the CI, similar to the way they are displayed in the CI Tree Map, including relationships up to L3 levels.

I know this I can find in "cmdb_rel_ci" where all the relationship stores and we can iterate through to get items of relationship L1, L2 and L3. My concern is when I am doing iteration it also brings more CIs than what I actual see on Related Item on Configuration Item form.

If you could help me to understand what is the logic of visiblity of Related Item on CIs. Because in case of service offering some CIs showing only L1 levels of offerings some are showing both L1 and L2 offerings and some only shows L2 offerings. what is the logic of visibility of it.

Your response will be much appreciated, Hope to get solution soon. 

Thank you 🙂

[SteveMacWWT]

@Pratik Malviya check out theRefresh Impacted CIs and Services for Incident article in the SN documentation. I think this is what you are looking for. 

[Pratik Malviya]

Hi @SteveMacWWT ,

The UI action only populates L1 relationship items, Also it only works for Service not on any other type of CI.

[Dr Atul G- LNG]

Hi @Pratik Malviya 

Practically there is UI action (Refresh Impacted Services) on Inc/ change which which auto-populates the affected Services /CI. Also, the BR run on load as well, if this UI action is not run manually.

[Pratik Malviya]

Thanks @Dr Atul G- LNG , for the response. 

The UI action "Refresh Impacted Services" updates the relationships of Application Services selected during configuration in an Incident. There are various types of classes with L1, L2, and L3 relationships. I also want to populate the service offerings that are visible in the CI Relations Formatter.

I need to populate in Related List data in the CI Relations tree up to L3, where some records have visible relationships while others are hidden.

The UI action only populates L1 relationship items, Also it only works for Service not on any other type of CI.