How to show the related Business Service of a configuration item in change

keithcox · ‎11-06-2017

I have a request to display the related business services of any configuration item listed on the change form. I am trying to create a relationship to display this information but it returns all business services in the cmdb and not just the ones that the CI are related to. Example- I list a server x on the change form and there are 5 Business services dependent on this server. I would like to show this information in its own related list. Below is the screenshot of the Relationship I am attempting to use.

But it shows all 40 business services in the change form where this particular server only had 5 related to it.

Any help is much appreciated.

Thanks,

Keith

Chuck Tomasi · ‎11-07-2017

If you want to have it update without them using the UI action, take a look at the UI action and move the logic to an async business rule. Don't use BEFORE - that's for updating the current record. You're not doing that. You're updated related records. Don't use AFTER or the poor person may have to wait a long time for their record to save.

Using async will process it in the background. As a result, the updated Impacted Services may not show on the list immediately, but they will get updated without holding the user hostage.

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Chuck Tomasi · ‎11-06-2017

There is already an OOB related list called Impacted Services/CIs. It goes along with the UI action "Refresh Impacted Services". Did that not do it for you?

I don't recommend doing this in a defined relationship as you propose since it is calculated at runtime when the form is displayed and can significantly slow down the performance of loading the entire form.

keithcox · ‎11-06-2017

Thanks Chuck- It wasn't working for me as I assumed it would just auto populate after a save but I see it was set to manually click in the context menu. Can this be configured to auto-populate on save or is this not a recommend action. When I did click the button in the menu it worked as expected.

Chuck Tomasi · ‎11-06-2017

Hi Keith,

I'm not clear on what your issues is or your desired goal?

FWIW, Data lookup rules can update dynamically (client side). This can be seen when you change the impact and urgency on an incident, the priority gets updated as well. That's all well and good, but you still need to save the modified data on the form at some point. Under System Policy> Rules> Data Lookup Definitions, the record has a checkbox that says Run on Form Change. If true, you get dynamic changes of the setter fields when the matcher rules are triggered.

You don't HAVE to do this dynamically. You can make it update when you save.

Common practice is to make the setter field(s) read-only so users don't get confused. "Hey, I set the priority field, but when I came back, it had a different value." (because the lookup rule calculated something different.)

Let me know if you still have questions after that.

keithcox · ‎11-06-2017

I apologize I may not have made clear on what I want it to do. From the context menu if I click the Refresh Impacted Services this works as expected no issues. I know my users will not want to have to click this button, what they want is when they add a Configuration item to the change form and click the save button the impacted services related list populates just like it would if they click the button.