Impact Analysis Not Rolling Up from Dynamic CI Group to Technical Service Offering (CSDM)

JagodaS
Tera Contributor

3 weeks ago

Hi all,

I’ve set up the following topology in CMDB:

  • An IP Switch CI is a member of a Dynamic CI Group
  • The Dynamic CI Group is related to a Technical Service Offering (TSO) using the relationship: Contains :: Contained by

However, I’m seeing unexpected behavior in Impact Analysis:

  • When raising a Change against a single IP Switch (which belongs to the Dynamic CI Group),
  • The Dynamic CI Group appears correctly under Impacted Infrastructure Services,
  • But the related Technical Service Offering does not appear.

From my understanding, I would expect the impact to propagate up to the TSO as well.

Questions:

  • What could be causing the impact analysis to stop at the Dynamic CI Group level?
  • Is additional configuration or a different relationship required for impact propagation to the Technical Service Offering?
  • Is this expected behavior when using Dynamic CI Groups in CSDM?

Thanks in advance for your insights!

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3 REPLIES 3

Barry Kant
ServiceNow Employee

3 weeks ago

hi JagodaS,

what ticket do you create (incident or change)
and what are the settings for this process? (Incident properties or change properties). 
If I remember well, incident would find this TSO, but change not. (but I want to verify)

BR,
Barry

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JagodaS
Tera Contributor
In response to Barry Kant

3 weeks ago

Hi Barry,

I am creating normal Change request.

Change properties:

JagodaS_0-1779969568889.png

JagodaS_1-1779969577955.png

 

Kind Regards,

Jagoda

 

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Mathew Hillyard
Giga Sage

3 weeks ago

Hi Jagoda,

  1. There is no Impacted Infrastructure Services table or related list. It should be named Impacted Service [task_cmdb_ci_service]. This will only Contain Business Services, Technology Management Services and Service Instances (which includes Dynamic CI Groups).
  2. Are you using the Service Offering field on the form? If so a Business Rule will copy this to the Service Offerings related list - have you added this related list to the Change form?
  3. Be aware that the Service Offerings related list is not populated properly OOTB. @Barry Kant has published an article and a ServiceNow idea on this subject: https://www.servicenow.com/community/common-service-data-model/refresh-impacted-services-improved-ou... - you will need to customise as per the article in order to bring in the correct (impacted) Service Offerings
  4. Have you turned on the Change Property to populate Service Offerings: Change > Administration > Change Properties > Populate the service offering related list from the Impacted Services/CIs related list
  5. Impacted Services do not refresh automatically on Change except on insert of a new Change. This might not be an issue as you mention creating a change, but to be sure, have you right clicked the banner and chosen Refresh Impacted Services?

I hope this helps!

Mat

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