Impacted Services/CIs on Change form listing non-service CIs

[Johnathan R]

I have found cases where under the 'Impacted Services/CIs' related list it on Change populates non-service related CIs.

We do have application services populating, but depending on the affected CI's added, it also pulls in CI's from:

cmdb_ci_app_server_tomcat

cmdb_ci_app_server_weblogic
cmdb_ci_apache_web_server

cmdb_ci_db_ora_listener

cmdb_ci_db_ora_instance

These have the 'Runs on' relationship for the Affected CI.

We DO have the following property set to TRUE. Which means it should be checking against svc_ci_assoc table. Yet these CIs are not listed in there, and they are not services.

From SN documentation:
Refresh impacted services properties (servicenow.com)

change.refresh_impacted.include_affected_cis

When true, all the configuration items listed in the Affected CIs related list are checked. These configuration items are checked against the Application services mapping table (svc_ci_assoc) as this is a faster process, and also returns a more concise relationship picture. All the services from svc_ci_assoc table are retrieved.

I opened a case with HI, asking 'Shouldn't this related list only be services? Why is it adding other CIs' and I do not trust the answer I got back which was just 'it's because those CIs 'Run On' the affected CI'

I cannot find any documentation to back this up. It should only list actual services correct?

[Prabu Velayutha]

Hi @Johnathan R 

Do you have Service Mapping Plugin Active? I found this below content in the product documentation

• 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.

https://docs.servicenow.com/bundle/sandiego-it-service-management/page/product/change-management/tas...

If my response helped please mark it correct and helpful!

[anusha_narapura]

Hi @Johnathan R , Did you get this issue resolved? I am facing the similar issue. I do see Applications (cmdn_ci_appl) which are running on the CI are getting added to the Impacted Services on the CHG. As per the documentation, it says it only populates Services (Business Service or Application Service) but not Applications.

[Johnathan R]

I simply ended up adjusting the related list filter on CHG record to only show the classes we expect, in my case we only used Calculated Application Services at the moment, so it looks like this.

Something that I still don't think we need to do, but I have had positive feedback from users, where before the tab was unusable due to the random low level CI's it would put there, now they just see the actual App Services.