'Impacted Services/CIs' related list is showing different results in Incident vs change form :O

[Suggy]

I have a windows server - Win_test

It is associated with the Application services - A,B,C

For both Incident and change, the property 'Populate Impacted Services based on Affected CIs' is set to True.

1. On Incident form, when I chose the CI as 'Win_test' and clicked on 'Refresh Impacted services', then the 'Impacted Services/CIs' is populated with - A,B,C

2. On Change form, when I chose the CI as 'Win_test' and clicked on 'Refresh Impacted services', then the 'Impacted Services/CIs' is populated with - A,B,C, X

where X is a Configuration item (DB instance) running on that Windows server.

Questions:

1. Why X is not populated in incident management?

2. What is actually expected to populate in 'Impacted Services/CIs' related list? Only impacted Services or both 'Impacted services and CIs' as the name says?

[Suggy]

@CMDB Whisperer   @Mark Bodman  @Barry Kant  if you help clarify this please

[CMDB Whisperer]

In my experience the name Impacted Services/CIs is not accurate because it is only populated with Services (although it is unfortunately true that the algorithm for calculating the impacted services differs between Incident and Change, and this was not the case in earlier releases).  I have not seen a case where a Database Instance is populated in the Service field.  Are you sure it is a Database Instance?  Sounds like there might be some customization in place.

[Suggy]

@CMDB Whisperer I am 100% sure no customizations are done. Yes DB instance is populated.

As the related list name says 'Impacted Services/CIs', I think the CI (db instance) is also populated.

My guess was that, because the DB instance is running on windows server - which is marked as impacted CI, hence the DB instance is populated.

But I am not really sure what is the expected behavior as I see differences in data population between Incident and change.

ServiceNow is making it too complicated, no clear documentations, keeps changing things, making difficult to stay upto date and understand 😞

[CMDB Whisperer]

Yeah it's a hodge-podge.  The name of the field on the list is cmdb_ci_service.  The label of the field is Configuration Item.  There is no reference qualifier to enforce it to be a Service.  And the default label of the table is Impacted CIs, though it may display as Impacted Services or Impacted Services/CIs depending on where you are.  But regardless of the naming provided, none of the code I have seen has ever suggested to me that there is even a use case for populating this with anything other than Services.  I'm not saying there isn't one, only that I have never come across it.  But as noted, the algorithms for populating this table have changed significantly over the years, and it's possible something has changed that I'm not aware of.  I definitely concur with your frustration on this as I have had to face unexpected results in this table many times.