Refresh Impacted services button not populating Impacted Services/CI list

[Elias10]

Hi

We have recently started to implement CMDB into our environment and are trying to get it set up for change and incident

We have mapped several server CI's to Application CI > Application Service and Business Application

We have also created several Dynamic CI groups

When adding a Dynamic CI group to the "Configuration Item" field on the change form we successfully have the "Affected CIs" related list populated by members  of the Dynamic CI group

The "Affected Servies/CIs" list does not populate with any Application or Business services mapped to CI's in the "Affected CIs" list. We have tried using the "Refresh Impacted Services" button but this doesn't work

Has anyone had this problem or know of a fix

[Martin Grosskop]

Hi Elias,

The behaviour of Refresh Impacted Services is controlled by the properties change.refresh_impacted.include_affected_cis and incident.refresh_impacted.include_affected_cis.

When these properties are set to false, refresh impacted services will only look at the cmdb_ci field on the Change form to determine impacted services. And it will use relationships stored in the cmdb_rel_ci table to determine impacted services.

When these properties are set to true, then the refresh impacted services will look at the CIs in the Affected CIs related list to determine impacted services.

One big caveat on this last point. It will not look at Application Services that are stored in the cmdb_ci_service_auto table. They have to be in one of the child classes of that table. And they relationships used to determine this impact are the ones in svc_ci_assoc - not the ones in cmdb_rel_ci.

Regards

Martin

[Elias10]

Hi Martin

Thanks for your response to this 

I've created a child class of the "Application Service" and called it "Test Application Service" created a "Depends On" relationship with "Test Application" then added Runs On relationships with "Server 1" and "Server 2"

When manually adding "Server 1" and "Server 2" to the "Affected CIs" related list on the change form the "Impacted Services CIs" related list does not populate with "Test Application Service"

Ive updated the system properirtes change.refresh_impacted.include_affected_cis and incident.refresh_impacted.include_affected_cis with true

I've checked the svc_ci_assoc table and cannot see any relationship between Server 1 and Server2 with Test Application Service

Not sure if I'm missing something here or misunderstanding how this should work

Kind Regards,

Elias

[Martin Grosskop]

Hi Elias,

Can you tell me whether the two sample application services you have are in the Application Service class (cmdb_ci_service_auto).

Or whether they are in one the following classes:

Mapped Application Service (cmdb_ci_service_discovered)

Calculated Application Service (cmdb_ci_service_calculated)

Manual Service (cmdb_ci_service_manual)

Dynamic CI Group (cmdb_ci_query_based_service)

The svc_ci_assoc table is only populated for Application Services that are in one of the latter classes, and not for those Application Service class (cmdb_ci_service_auto).

I assume your application services are in Application Service class (cmdb_ci_service_auto). And hence Refresh Impacted Services will not work on the Affected CIs related list.

Also, what version of ServiceNow are you running? The mechanism available to get an Application Service from cmdb_ci_service_auto down to one of the child classes varies across the recent versions (Paris, Quebec, Rome, San Diego)

Regards

Martin

[Elias10]

Hi Martin

Thanks for your help with this

The table we are using is "u_cmdb_ci_fb_applications" which extends "cmdb_ci_service_auto"

Is it possible to get the mapping to work from our custom "u_cmdb_ci_fb_applications" table

The test applications don't appear in any of the following

Mapped Application Service (cmdb_ci_service_discovered)

Calculated Application Service (cmdb_ci_service_calculated)

Manual Service (cmdb_ci_service_manual) (This table doesn't exist on our instance)

Dynamic CI Group (cmdb_ci_query_based_service)

We don't have discovery or service mapping at the moment but this might change in the future.

Which table would be best for us to populate to get the service mapping to work, to my understanding, we should avoid populating the discovery tables manually

We are running Rome

Regards

Elias