Change Conflict: New Server installation

[Jan Raphael Caa]

I was wondering if anyone can push me to the right direction for this scenario that we have in the Change Request module. We have a standard change request for building a new server installation. So basically the Configuration Item  that needs to be selected is the "No CI" that we've created. The problem with this approach is that if you're going to have two or more server installation on the same day, you need to raise both a change request. This causes ServiceNow to execute its Conflict Detection and creates a conflict record.

My initial thought on this is to just exclude the business rule "Update Conflicts" if "No CI" is selected. However, it also excludes checking of the Maintenance Window and Blackout Schedules.

Do you guys have any recommendation on this?

[Jan Raphael Caa]

Thanks for the response. Configuration Item, Planned Start Date and Planned End Date are mandatory fields to be able to run Conflict Detection. We still need to check for Blackout Schedule and Maintenance Window. 

[Kieran Anson]

You should be able to do this by modifying ChangeCheckConflicts to call the SNC-provided function. but remove the sys_id of your 'No CI' configuration item.

I've not tested this....

//Override Behaviour//
ChangeCheckConflicts.buildConfigItemInfo =  function(){
	var oobConfig = ChangeCheckConflictsSNC.prototype.buildConfigItemInfo.call(this);
	if(oobConfig.hasOwnProperty('YOUR_NO_CI_SYS_ID')){
		delete oobConfig['YOUR_NO_CI_SYS_ID']
	}

	return oobConfig;
}
//Override Behaviour//

[Robert H]

Hello @Jan Raphael Caa ,

As others already pointed out, if your process really requires using this dummy "No CI" Configuration Item, and at the same time you do not want to customize the logic, then these conflicts will be unavoidable.

My recommendation would be to just ignore these particular conflicts: check the Conflicts tab and if there are other types of conflicts, e.g. related to Maintenance or Blackout Schedule, address them, else if the "same CI already scheduled at this time" conflict is the only one then just proceed with the change.

Regards,

Robert