How to force user in change request to refresh Impa Services before Requesting Approval

[Igor Tsalyuk]

When a user creates a change request, saves it, adds multiple Affected CIs, and then requests approval, the Impacted services are updated after approval is already requested, so additional approvals are not added based on the new affected services. How can this be prevented? We need to make sure that Impacted Services are populated prior to user submitting change request for approval.

[Community Alums]

Hi @Igor Tsalyuk ,

The Impacted services and CIs related list refreshes its records and also the records listed in the Service Offerings and Business Applications related lists based on the affected CIs. You can identify the impacted services and CIs and take necessary action.

Before you begin

Role required: itil, change_manager, sn_change_write, or admin

About this task

Refreshing impacted Services on a change request form is executed in one of the following ways:

• Conflict detection: When a conflict detection is triggered, refreshing of impacted services may be initiated. The Automatically include business or application services related to Cis with conflicts in the Impacted Cis/Services related list property (change.conflict.populateimpactedcis) controls whether the Impacted Services/CIs related list should be refreshed or not. If this property is enabled, then a call is made to the ChangeUtils script include calling a refreshImpactedServices method for the current change request.
• Automatically when the change request moves from the new state: Impacted services are refreshed when the change request moves from the new state and when the Affected CIs related list is not modifiable.
• Manually when selecting the Refresh Impacted Services option from contextual menu.

Procedure

1. Navigate to All > Change > Open.
2. Open the change record for which you want to refresh the related lists those values are based on affected CIs.
3. Click the Additional actions icon   and then select Refresh Impacted Services.
   The records in the Impacted Services/CIs, Business Applications, and Service Offerings related lists are updated according to this flow:

   • If the change.refresh_impacted.include_affected_cis property is set to true, all the services from svc_ci_assoc table are retrieved. If the property is set to false, then services are retrieved from CIUtils script include.
   • If the change.conflict.populateimpactedcis property is set to true, then additional services are retrieved from ChangeCollisionHelper and added to the list of services.
   • If the Service Mapping plugin is active, then Application Services are retrieved. These are retrieved, whereby, the association type is Runs On, and the association child is one of the CIs in the affected list.

   Once all these services are correlated, a new list is added, and the existing items in the related list are removed, where the manually_added flag is set to false. The list of services is then used to populate the Business Applications and Service Offerings if the properties are enabled.

• Refresh impacted services properties

  Use the refresh impacted services properties to enable or disable the refresh impacted services capability, and to configure the criteria for additional refresh impacted services properties.

[Igor Tsalyuk · Accepted solution]

Thank you, Sandeep. You provided great information. The problem is that I am trying to automate this process so that the user does not have to click an additional option to refresh the impacted services because I know they are not going to do that. However, I did figure out how to do it by modifying the workflow for a Normal change. 

[Tyson3]

This doesn't explain the question here, which I believe was how to send approvals to the "Approval Groups" of all the Impacted Services.  Has anyone figure that piece out?