Capture change request affected CIs & impacted services related lists into a template

[rlehmann]

We are currently working towards our implementation of Change Management,

Our change request form has the related lists of affected CIs and impacted services, as they relate to the primary CI field and BSM.

One of our requirements is for our ITIL users to be able to create templates for changes they perform against the same set of affected CIs/services.

The challenge we are having is that there doesn't appear to be a way to capture the affected CIs/impacted services information within a template.

Even as administrators, we have been unable to find a way to capture these fields within a template.

Our ITIL users will not be receptive to the new change management process if they cannot utilize templates with multiple affected CIs/impacted services.

We are wondering if there is something we missed or if anyone else has come up with a viable solution to address this requirement?

As always, any information shared is greatly appreciated.

Cheers

Ron

[ronaldstagg]

Hi Ron, this thread sort of fell off my Radar.

The results of our POC was a huge success and we use this in production now. One additional thing I implemented was "Configuration Groups" specifically for our patch management of servers.

Below, Shivraj points to the Creating a Template for Change Request Tasks - ServiceNow Wiki   where it talks about templates for the parent task and then linked child tasks. We used to do this, and the administration was a pain in cases where we have 100+ servers.

So, what we did, was, created a series of CIs of class "Group" (cmdb_ci_group), prepended "PatchMgmt:" to them,

and then created downstream relationships to servers

Leveraging my business rule, I populate affected CIs sub-list

This way, we have 1 parent change request template pre-populated with "PatchMgmt: Domain Controllers" as the CI, when the template is invoked and the record is saved, affected CIs populates by querying the downstream relationship, thus negating the need for linked child templates. Saved our team ~20-40 hours per month in template management time.

Hope this helps!

[shivraj_vichare]

Michael is right.

The affected ci templates can be linked -   we implemented it for one of our clients.

Reference the link below, but replace the change_task table with the task_ci (CIs Affected) table.

Creating a Template for Change Request Tasks - ServiceNow Wiki

[Mr_Pawan]

Hi Guys,

I have an question like suppose I have a two incident like one is parent and another is child 

child incident field of  configuration item should be updated in parent incident on affected ci record.