After creating the Technology Management Services to establish the relationship between servers and business applications, we started experiencing an issue with the Impacted Service field on Incident records.
When a Configuration Item (CI) is selected on an Incident, the Impacted Service field is automatically populated with a Dynamic CI group we have created for some other purpose and it has relationship with service offering and technology management service that does not appear to be related to the selected CI.
We would like to understand how the system determines the value for the Impacted Service field. Is it being populated based on a specific relationship, business rule, service mapping logic, or some other configuration? Additionally, where can we check the underlying logic to verify why a particular Technology Management Service is being selected when a CI is chosen?
