Service Impacted field in incident

[praswethas]

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?

[Tanushree Maiti]

[Mathew Hillyard]

Hi @praswethas 

Ignore the reply above.

There is no "Impacted Service" field on the Incident table in a baseline instance. Perhaps your instance is customised? Are you instead perhaps referring to the "Service' [business_service] field? The baseline Incident form has Service, Service offering, and Configuration item fields.

In addition, there is no baseline automation to populate any of these three fields based on another field value; you must build the automation. It sounds like your instance may have something custom built. If it is populating the Service field with a Dynamic CI Group when a CI is chosen, it suggests that the automation is searching the Service Configuration Item Association table.

I hope this helps!
Mat

[MaggieT · Accepted solution]

Hi @praswethas ,

Did you have the relationships setup to align with CSDM? If so you would have the linkage between Technical Management Service -> Technical Service Offering->Dynamic CI Group->CIs (such as servers).

When these are set up, you would get the following under Impacted Service tab in the incident form once it is populated with a CI:

Dynamic CI Group

Technical Service Offering

Technical Management Service

Hope this helps.

Cheers.

[praswethas]

I have another question, we have created Technical mgmt service---TSO---Service Instance and related the servers to service instance so I am missing dynamic group so Do I need to created relationship with dynamic group for the TSO