How to handle Multiple applications installed on one server

cchheda · 2 weeks ago

Hi all,

How are you handling this scenario in Changes/Incidents... CI mapping to apps in general? We have quite a few servers e.g. Infrastructure and app servers that are running multiple light-weight apps. These apps are handled by different teams so they have different owners and support teams/queues.

We have seen that SNOW randomly picks one of the apps to populate the Business app for e.g. in a CR. And sometimes it picks an app which is retired.

Is the solution to create another app e.g. a platform app and nest all support groups in one .. so that they are notified if the server is added to a CR?

Thanks,

Chetan

Mathew Hillyard · a week ago

Hi @cchheda

TLDR; individual app support teams support each app, server support team supports the hardware.

Let me give you a couple of examples using a change request.

Scenario 1:

An application needs to be patched. You enter the app CI as the main app for the Change. The support group for the Change should be the app support group. Affected CIs will contain just the app CI. At this stage the only impacted service will be the app service for this app, and the only impacted business application will be the one related to the app service.
This is all fine so long as the host server doesn’t require any changes, such as a reboot.

If this is required then the server must be added to affected CIs - now the app services and business apps from all the other apps running on the server will be included in the change and will probably need to approve the change (and potentially be given a change task to do something).

Scenario 2:

The server support team needs to upgrade the server. It is the main CI in the change and gets added to affected CIs. The server support team is the assignment group for the change. This brings in the all the app services and business apps for each of the apps running on the server as they’re all impacted by the change.

if anything else is happening for you then it’s one of these problems:

CSDM services are not properly related
Environment configuration (incident or change properties) have not been activated
You have not clicked “refresh impacted services”
You have customised the refresh impacted services logic

I hope this helps!

Mat