In the Incident record, under the Related Records section, there is an Impacted Services/CI related

[mahaboob6]

In the Incident record, under the Related Records section, there is an Impacted Services/CI related list that contains the Operational Status and Restoration Time fields. The Restoration Time field is populated when the Operational Status is changed from Non-Operational to Operational. However, the updated value is displayed only after clicking the Refresh icon in the related list.

[sachinvic]

@mahaboob6 

The behavior you are seeing can occur because the related list is already loaded on the Incident form, while the underlying record gets updated separately when the CI changes to Operational.

You can confirm this by checking the related record directly after changing the Operational Status. If the Restoration Time is already populated there, but the Incident related list shows the old value until you click Refresh, the issue is with the related-list display being stale rather than the field not being updated.

In OOTB Incident Management, ServiceNow provides Refresh Impacted Services to refresh the Impacted Services/CIs related list and update the related information based on the affected CIs.

FYR:

https://www.servicenow.com/docs/r/zurich/it-service-management/incident-management/refresh-impacted-...

Before adding any customization, I would advise, first verify whether the same behavior occurs in an OOTB instance/release. If it does, it may simply be the expected refresh behavior of the related list.

Helpful? Please mark the response as Accepted Solution ✅ and close the thread 🔒 — this helps future readers find the solution faster.

Regards,
Sachinvic
✨ArchX Certified | ✨ 16x ServiceNow AI MVP

[mahaboob6]

Is this was the expected functionality .

Do we need to add plugins .

[sachinvic]

@mahaboob6 

No additional plugin is required for this. The Impacted Services/CIs functionality and Refresh Impacted Services are available OOTB with Incident Management.

Since you've confirmed the behavior is expected, no additional configuration should be required for this functionality.

[mahaboob6]

Here restoration time is not loading automatically when we change from non-operational to operational.

Manually clicking on the refresh button from the list view, then it's showing the restoration time.