How does the Impacted Services/CIs tab getting populated?

[MandyMaseyM]

Hello fellow ServiceNow practitioners

I have a question regarding Change Management. 

Our Impacted Services/CIs tab is getting auto-populated with Services/CIs that has nothing to do with the Affected CIs. It also triggers approval to groups that's totally unrelated to the Affected CIs. How can I fix this issue?

[Abbas_5]

Hello @MandyMaseyM,

For a similar kind of issue, please refer to the below link or below steps:
https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0955325

To address the issue of incorrect auto-population of the Impacted Services/CIs tab and unrelated approvals in ServiceNow, you need to investigate the relationships between CIs and ensure they are accurate. This involves reviewing the relationships in the CMDB, checking for invalid relationships, and adjusting approval rules to ensure they target the correct groups.

1. Investigate and Correct CMDB Relationships:

• Review Relationships:

  Examine the relationships between CIs in the Configuration Management Database (CMDB) using the Relationships Navigator or by reviewing individual CI records. Focus on the "Runs On," "Depended On," and "Used By" relationships, which are commonly used for identifying impacted CIs. 
• Identify and Remove Invalid Relationships:

  If you find relationships that are incorrect or don't accurately reflect the dependencies, remove them or adjust them to be accurate. 
• Rebuild Relationships:

  If you're using Discovery or Service Mapping, ensure it's configured correctly and runs regularly to update the CMDB with accurate relationships. 

2. Adjust Approval Rules:

• Workflow Review:

  If approvals are triggered by workflows, review the workflow logic to ensure that the correct approval groups are assigned based on the nature of the change or incident.
• Approval Conditions:

  Modify approval conditions to accurately reflect the groups responsible for approving changes to the impacted services or CIs.
• Test Approvals:

  After adjusting the approval rules, test them with various scenarios to ensure they are working correctly. 

3. Verify Auto-Populate Logic:

• Script Includes:

  Review any script includes or business rules that might be involved in the auto-population of the Impacted Services/CIs tab. Ensure they are using the correct CMDB relationships and logic. 
• Scheduled Jobs:

  If you're using a scheduled job to rebuild the Impacted Services/CIs list, review the job's logic and schedule to ensure it's running efficiently and accurately. 

4. Debugging and Troubleshooting:

• JavaScript Debugger:

  Use the JavaScript debugger in ServiceNow to step through the code and identify the source of the problem. 
• Console Logs:

  Check the console logs for any errors or warnings that might provide clues about the issue. 
• ServiceNow Community:

  Consult the ServiceNow Community for similar issues and potential solutions.

  If it is helpful, please hit the thumbs up button and accept the correct solution by referring to this solution in the future; it will be helpful to them.

  Thanks & Regards,

  Abbas Shaik

[MandyMaseyM]

Hi @Abbas_5, can you show me where can I find the Relationships Navigator? I want to see where can I find the "Runs On," "Depended On," and "Used By"

[MandyMaseyM]

Hi @Abbas_5, can you show me where can I find the Relationships Navigator? I want to see where can I find the "Runs On," "Depended On," and "Used By"

[Abbas_5]

Hello @MandyMaseyM,

Please refer to the below steps:

To find these relationships:

1. Navigate to the CMDB: Access the Configuration Management Database.
2. Use the Relationships Navigator: Explore the relationships between CIs using the Relationship Navigator tool.
3. View Individual CI Records: Examine the individual records of CIs to see their dependencies and usage.
4. Utilize Discovery and Service Mapping: Ensure that these modules are configured and running correctly to automatically update the CMDB with accurate relationships. 

In Application Navigator type as Cl Class Manager go to CI Class Manager select your required class then select the suggested relationship, please refer to the below screenshot:

If it is helpful, please hit the thumbs up button and accept the correct solution by referring to this solution in the future; it will be helpful to them.

Thanks & Regards,

Abbas Shaik