Incident and Change Impacted locations

Chaz_ · ‎10-14-2025

Hi,

We have a requirement to be able to view impacted locations on changes and incidents as described below. This seems to demand a high amount of processing for each change/incident, especially as unique sites are being requested.

Show a related list "Affected Locations" on Incident and Problem forms.
When Configuration Items (CIs) are updated:
- Pull unique locations (preferably site-level, not too granular).
- Add them to the Affected Locations list

Is there a sensible way of introducing this but limiting performance impact? What is best practice in this scenario? A change could have hundreds of CIs, and viewing the location in list view could be difficult.

Thanks.

Dr Atul G- LNG · ‎10-14-2025

Yes, you can achieve that, but you’ll need to build a strong logic—similar to the logic used for Impacted Services/CI in the OOTB (Out of the Box) setup. That would be the better approach.

*************************************************************************************************************
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.

Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]

****************************************************************************************************************

View solution in original post

Chaz_ · ‎10-23-2025

Will run this as a scheduled job to reduce any performance impact.