Change Request - Refreshing Impacted Service

[Dan Brown2]

Hi,

I have found this below article on HI Support about extending the ChangeUtilsSNC Script includes, so that it can be used to search multiple Affected CIs on the Change Form to find impacted services/business applications, but using the CI Relationship (cmdb_rel_ci) table instead of the svc_ci_assoc table.  Until Service Mapping is used.

Has anyone managed to get this to work and if so, would they be kind enough to share the code for the ChangeUtils?

Change Request - Refreshing Impacted Service - Support and Troubleshooting (servicenow.com)

Many thanks

Dan

[Vivi Brasil · Accepted solution]

Hi Dan Brown,

I think it is the not answer you are expecting, but in our case, as we had to Refresh the Impacted Services considering the Affected CIs (not only the main CI), we had to enable the Property "com.snc.change_request.refresh_impacted.include_affected_cis", which uses the svc_ci_assoc table to retrieve the Impacted Services (instead of the cmdb_rel_ci table).

We have implemented the Service Mapping for part of the Services, but for others which are still in implementation, we have used the manual convertion: we have created them as manual Services, and we have used the "Convert to Application Service" (or the Bulk Conversion when there are lot), so, the entries are created in the svc_ci_assoc table during the conversion.

For sure, it is required to pay attention in the manual Services created now, if in the future they are being updated by the Service Mapping, but it works fine for us.

Depends on the quantity of records you have in the cmdb_rel_ci table, extending the logic of that Script Include can work, but I am afraid if you could face some performance issues.

I hope it could help you in some way.

Thank you so much!
Best regards
Viviane Brasil

[Dan Brown2]

Hi Viviane,

Thanks for the response - yes, that does help,

Cheers,

Dan

[Vivi Brasil]

Hi Dan Brown,

No problems, thank you for the feedback, it is good to know it does help.

Just one additional comment here: as some relationships do not create the Services Associations in the svc_ci_assoc table (OOB), even running the Convert to the Application Services, we have created some Business Rules which identify when those specific relationships are created and removed in the cmdb_rel_ci, and those Business Rule sync the same records in the svc_ci_assoc table. But it is something very specific, as the client would like to have some additional CIs related to Network, to be also considered in the Impacted Services.

Best regards,
Vivi Brasil

[Juan Osorio]

This issue seems specific to London, Madrid version. What version are you on ?