Impacted service field on Incident form

praswethas
Tera Contributor

3 weeks ago

We have created the Technical Management Service, TSO, and Service Instance in CSDM. Servers are currently related to the Service Instance through a fix script rather than a Dynamic CI Group. Since the Impacted Service field is not populating, can we associate a Dynamic CI Group with the Service Instance and manage server relationships through the Dynamic CI Group instead of using a fix script? Would this be the preferred CSDM approach?
Is there any OOB business rule for the impacted service field to populate only dynamic CI group
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Mathew Hillyard
Tera Sage

2 weeks ago

Hi @praswethas 

There is no impacted service field on the Incident table. To what are you referring? Your instance may be customised.

 

Using a Fix script to relate CIs to a Service Instance sounds like a really poor approach. No architect would design such a solution. I suggest you look into replacing it with something more reliable. Dynamic CI Groups are very simple to set up, assuming your foundation data is mature. When you link Service to Service Offering to Dynamic CI Group and reference it to a CMDB Group with the necessary queries built, this will complete the setup for a Technology Management Service.

 

To get the related lists populated properly (Impacted Services / CIs, Service Offerings, Impacted Business Applications) is something else entirely. This information is detailed on the forum already but essentially requires:

  1. Turning on the Incident Properties to calculate Impacted Services from Affected CIs, Service Offerings, and Business Applications) - see https://www.servicenow.com/community/common-service-data-model/itsm-impacted-services-sample-executi...
  2. Adding the missing related lists (Service offerings, Impacted Business Applications)
  3. Writing Client and Server-side Script includes and Client Scripts to populate the three fields on the form required for this process - Service, Service offering and Configuration item - so that entering a CI auto-populates Service offering and Service
  4. Fixing Impacted Service Offerings - the calculation is wrong OOTB. Look at the TaskOfferingSNC script include to see why. See https://www.servicenow.com/community/common-service-data-model/refresh-impacted-services-improved-ou...
  5. Enabling a Business Rule to calculate and refresh impacted services when the Incident is created or updated (because no-one ever remembers to right-click and choose Refresh Impacted Services).

I hope this helps!
Mat

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