Refresh Impacted Services Improved outcome

[Barry Kant]

Symptoms

In Incident mgmt as well as Change mgmt the Refresh Impacted Service action results in unexpected output. I show this by example sing this service model:

When using system properties like:

Sys Properties	Value
incident.refresh_impacted.include_affected_cis	TRUE
com.snc.incident.populate_service_offering	TRUE
com.snc.incident.populate_business_application	TRUE

Diagnosis

 

Lets create 2 tickets with this data (1 acting as user, 1 acting like event driven)

Test Incident data

Incident	Test 1	Test 2
Service	Product Quality	Compute Services
Service Offering	PPQ – Non Prod	Windows Hosting
Configuration Item	Server ABC	Server ABC

The Output of Resfresh Impact Service is:

Real Output

	Test 1	Test 2
Impacted Services/CIs	Product Quality ( Manual )	Compute Services ( Manual )
Service Offerings	PPQ – Non Prod ( Manual) PPQ	Windows Hosting ( Manual) Linux Hosting (?) Terminal Hosting (?) Virtual Clients (?)
Business Applications	PPQ	PPQ

Why would Linux Hosting be affected based on a Windows Server CI as input...

Expected Output

	Test 1	Test 2
Impacted Services/CIs	Product Quality ( Manual )	Compute Services ( Manual )
Service Offerings	PPQ PPQ – Non Prod ( Manual )	Windows Hosting ( Manual) PPQ PPQ – Non Prod
Business Applications	PPQ	PPQ

Solution

The used logic is:

TaskOfferingSNC (Script Include)

......

            getOfferings: function(services) {

                        var offeringGr = new GlideRecord('service_offering');

                        offeringGr.addQuery('parent', "IN", services);

                        offeringGr.query();

                        var offeringArr = [];

                        while (offeringGr.next())

                                    offeringArr.push(offeringGr.getUniqueValue());

      return offeringArr;

            },

    type: 'TaskOfferingSNC'

};

    type: 'TaskOfferingSNC'

};

it simply all Service Offerings where the parent is the Service from the busines_service attribute (--> synced to task_cmdb_ci_service table). 

as it is an SNC script we can remediate it easily like in the Script Include:

TaskOffering

var TaskOffering = Class.create();

TaskOffering.prototype = Object.extendsObject(TaskOfferingSNC, {

    initialize: function() {

        TaskOfferingSNC.prototype.initialize.call(this);

    },

    getOfferings: function(services) {

        var ServiceOfferings = [];

        if (services) {

            var relGR = new GlideRecord('cmdb_rel_ci');

            relGR.addQuery('parent.sys_class_name', 'service_offering');

            relGR.addQuery('child.sys_id', 'IN', services);

            relGR.query();

            while (relGR.next()) {

                var parent = relGR.parent.sys_id.toString();

                if (ServiceOfferings.indexOf(parent) == -1)

                    ServiceOfferings.push(parent);

            }

        }

        return ServiceOfferings;

    },

    type: 'TaskOffering'

});

To enhance this capability this idea is made.

You can Vote for it if you think it makes sense. 

[Johannes]

Hi @Barry Kant and thanks for this article!

I am not able to see the details in the picture, seems like max resolution is 469x294. Could you maybe provide a higher resolution picture, if it is just not me having this issue?

[Barry Kant]

Hi Johannes,

is this working better?

 

Cheers,
Barry

[Johannes]

Perfect, thanks!

[dick linschoten]

@Barry Kant interesting topic, I'm looking at a kind of same issue do you think it's related
my case based on your picutre
registering an incident on server ABC and refreshing the impacted services 
my expectation is that I see as affected services PPQ QA an PPQ prod which works 
I would also expect to see in either the impacted services list or in the service offering 
PPQ (BSO) and PPQ- non prod (BSO )

and mostlikely also PPQ- l2 (TSO) 

but I only see the 2 reated AS in the impactes services

[Barry Kant]

Hi, not 100% sure but let's see.

If the properties are like this:

Sys Properties	Value
incident.refresh_impacted.include_affected_cis	TRUE
com.snc.incident.populate_service_offering	TRUE
com.snc.incident.populate_business_application	TRUE

then it splits the Impact Analysis results across 2 related lists:

• task_cmdb_ci_service
• task_service_offering
• task_business_application

Not sure If you have the last 2 in the related lists:

 

If you have the Service Offering related list added then you will see the PPQ (BSO) and PPQ- non prod (BSO ) if the Incident is registered on the Service: "Product Quality" (BS).
If the Incident is registered on the Service: "Windows Hosting" (TS) then it will show:

• Windows Hosting
• Linux Hosting
• Terminal Hosting
• Virtal Client

as impacted Service Offerings. Which is incorrect and then you can add the fix as described.

Success,
Barry

[dick linschoten]

@Barry Kant that works indeed but not fully what I meant.
Say incident is registered on TS/TSO windows hosting
and configuration item server xyz.

in the result i see 
affected ci (1) --> server xyz

impacted services (3) --> ppq-QA; windows; ppq-prod
service offering (1) --> windows  hosting

I would expect either in impacted services or in service offering 
the other related Service offers like ppq non prod and ppq prod, 
this to be able to identify what customers might be impacted

[dick linschoten]

@Barry Kant based on our discussion I've played with this solution and that works ok. 
additionally a question on this topic what is your expectation and how it should work.

say that in this example the windows servers are virtualised. and the incident is raised on the vm esx server
my expectation would be that on the affected services I whould also see the same result as when it would be directly on the windows as depicted in your example

but when I model this I don't get a result on the impacted services

[Barry Kant]

@dick linschoten 

most likely the ESX server is hosting many servers, and the impact will be shown accordingly. So impact to many servers means potential impact to many applications.

BR,
Barry