Impacted Services related list on Incident does not work for shared technical services

Sandeep132
Kilo Sage

‎11-29-2023 11:41 AM - edited ‎11-29-2023 12:05 PM

Hi Everyone,

 

We followed the shared technical service model presented in this example series https://www.youtube.com/watch?v=0ia-I5Kcuvg&ab_channel=ServiceNowCommunity and designed something similar for SSO Application. The idea is to show all the impacted services when SSO goes down. Like ServiceNow App Service, Workday App Server and so on will be the impacted services when SSO goes down.  But looks like that is not the case when "Refresh Impacted Services" UI action is selected on the Incident form. Only SSO App Service is presented as Impacted service when an incident is created for CI related to SSO. Anyone able to successfully show the impacted services for shared technical services?

 

For reference, this is how CI Relationships are present between the App Services

Sandeep132_0-1701288334563.png

 

 

Thanks,

Sandeep

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Barry Kant
ServiceNow Employee
ServiceNow Employee

‎11-29-2023 11:00 PM

Hi Sandeep, 

I would expect this to work. Can you share what output you do have for the impact analysis?

BR,

Barry

In your scenario: is the 

Best regards,
Barry

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