'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]

Thank you for sharing your inputs

[Barry Kant]

Hi Suggy et al, 

yes, that is correct, the impact analysis output is limited to cmdb_ci_service and its extensions. 
meaning a data instance should (cannot) be in. It is the fields in the form
Configuration Item --> added to related list Affected CIs --> manually added = TRUE
Service Offering
Service --> added to related list Impacted Service/CIs --> manually added = TRUE

(no impact analysis ran yet)
if you run impact analysis the affected_cis property will check the svc_ci_assoc table for service_id relations (1 level). 
The logic for change is not equal as the logic on incident. Not sure if the current is better than the article I made some years back. However the example that you give right now, with a database instance as impacted output I have never seen myself. 
Can you give some more details on the data model?

BR,
Barry

 

[Suggy]

@Barry Kant @CMDB Whisperer Please have a look at below details:

Tested this in my PDI instance which is on Xanadu. I activated Discovery and Service Mapping with DEMO data.

Considered this OOB Windows server CI

Above CI is associated with these 7 services in svc_ci_assoc

1. Incident management:

I submitted an Incident, chose above CI on the incident form, clicked on ‘refresh impacted services’

Result:

2. Change management:

I submitted a Change request, by choosing the same Windows serve, clicked on ‘refresh impacted services’

Result: Along with the 7 services (which was populated in Incident form), two additional records are populated – Oracle instance and Generic application, both of which are running on Windows server.

When I checked above windows server relationships, I see this

This clearly shows that even 'CIs' are populated under 'Impacted services/CIs' and the behavior is different in Incident management and Change management. 

[Barry Kant]

Hi Suggy,

Thanks for the detailed outline of what you did.

2 comments:
1 - The Change logic is incorrect. (unless there is a change of direction that I am not aware of).
2 - At least.....the outcome of Incident impact analysis and Change impact analysis with the same configuration and the same input data needs to be equal. 


There is no other way than raising an incident for this. (sorry)

BR,
Barry

[Suggy]

Thanks for your inputs Barry.