Impacted Service related list - only Services or also CIs?

[Niclas]

Out of box it seems that when clicking Incident UI Action "Refresh Impacted Services", it only puts Services (based on CI Relationships and Incident CI) to the related list Impacted Services/CIs. However manually users can also add any other CIs out of box.

It's confusing, the naming seems to indicate it is especially designed for tracking impacted services, but still everything else can be added. Is CSDM recommendation to restrict this list to Services, or should we keep it allowed to add CIs there as well? 

[Niclas]

Totally agree. I already recognized that on the Major Incident Workbench. There is a card "Impacted Services" where there is an "Add" button. Currently that will show all CIs (except Service Offerings). I'm wondering where it could be configured to limit this this to go directly to the Service table. Ultimatley this "Add" Button openes a GlideModal "task_add_affected_cis" and this seems to be a UI Page you cannot configure. 

As a Major Incident Manager it's not helpful to be "overblown" by all the possible CIs (which depending on the company size could be millions) instead of quickly finding the Services that you want to track to understand the business impact

[Jim Zeigler1]

SPM Services (Business Service, Technical Service, and Service Offering) describe Catalog Offerings. They are not operational CIs so they are filtered out of the affected CIs list. Only operational CIs have operational state and thus show up on operational dashboards.  You should be seeing Application Services (that have dependencies on lower level CIs) and Application Service Groups when one their Hardware or Application CIs are the target CI for the incident. The same rules apply to the Change forms.

[VaranAwesomenow]

The idea of impacted CIs / services apply very well for datacenter based CMDB such as application servers, webservers, full stack installation of applications and so on, but when it comes to telecom network the definition of service and having to use service to find impacted CIs is bit of an overkill cos you will have millions of services as compared to a traditional datacenter hardware based services, hence in such scenarios we need to customize the OOB script include to walk cmdb relationships and get all parent records for an affected or affected CIs.

[CMDB Whisperer]

@Niclas check out this post which may help you: https://www.servicenow.com/community/developer-articles/apply-filter-to-add-button-on-impacted-servi...