Conflict status in change management

[rs385020]

I have observed that when on the change request form we are populating the service_offering field then conflict is not being run and conflict status is set as Not Run. For cmdb_ci field this is not the problem. How to resolve this?

[Dan_Junqueira]

Hi,

This is actually expected behavior OOB.

Change conflict detection is primarily based on the Configuration Item / Affected CIs, together with the Planned Startand Planned End dates. Simply populating the service_offering field does not trigger conflict detection by itself.

That is why you see it working when cmdb_ci is populated, but the Conflict Status remains Not Run when only the Service Offering is populated.

ServiceNow also confirms that automatic conflict detection is triggered when one of these fields changes:

• Configuration Item

• Planned Start Date

• Planned End Date

• State

service_offering is not included in that trigger list.

I would first check Change > Administration > Conflict Properties and confirm how conflict detection is configured in your instance.

I

f the intention is to detect conflicts for the infrastructure/services behind the Service Offering, I would normally populate the appropriate Affected CIs and use Advanced conflict detection instead of trying to use the Service Offering field itself as the conflict source. ServiceNow supports using the Affected CIs for conflict checking when Advanced mode is enabled.

Also keep in mind that Impacted Services / Service Offerings and Affected CIs are different concepts. ServiceNow uses the Affected CIs to represent the actual CIs impacted by the change, while impacted services/service offerings can be derived from those relationships.

So I wouldn’t customize the conflict engine immediately. I would first make sure the correct CIs behind that Service Offering are being added to Affected CIs and test the conflict detection in Advanced mode.

Hope this helps. If it does, please mark the response as useful.