Impacted Services/CIs count is increasing for change request record

[Neelavathi M]

Hi All,

I have received a incident to check the why there is "High number of impacted services getting tagged to change ticket" .

I could see  Impacted Services/CIs count varies for same CI in 2 separate change request records.

So , Can one explain me how this  Impacted Services/CIs are adding, and when does this count is increasing

and why does this count is varying for same CI.

I checked there is OOB Script include "CIUtils" , i am not able to understand exactly from which part of script this Impacted Services/CIs is increasing.

Please suggest me how to investigate this issue, what exactly i have to check.

Appreciate your response,

Thanks. 

[Community Alums]

@Neelavathi M Verify glide.relationship.max_length system property whether you have on your instance or not, if not then it's default value 100 is picked and you can see more number of unexpected results.

Pease check KB1218515.

Hope this will help you.

[Neelavathi M]

Hi @Community Alums ,

Thanks for your response,

 system property - glide.relationship.max_depth',  max depth is 10.

[Community Alums]

@Neelavathi M Thanks for confirmation!

Then you will have to verify data into ci relationship table with respect to class.

I have seen one of scenario in past, when a CI name was empty and it used to get child data and we were in a situation having unexpected records, as a solution had to remove that empty name ci , you can verify relationship through background script because its not easy through ui report verifying parent-child.