Is it possible to view the tree structure of a CI in change or incident form?

[Smriti Rastogi]

Every CI has a lot of impacted services linked to it. How can we see all these in a tree structure in change or incident form?

[EricDohr]

When you add a CI to the Incident Form, you should see the Dependency View.  This will show you the CI Relationship view.

Once the record is save, you will see a UI Action by right clicking the gray header where you can select "Refresh Impacted Services."   

Depending on the system properties you have, this will populate related lists either on the Configuration Item field or Affected CI list.  

Here is a good article

https://www.servicenow.com/community/it-service-management-forum/difference-between-affected-cis-and...

[Smriti Rastogi]

How can we see all the levels of the impacted services in this dependency view?

[EricDohr]

Check to see if both of these properties are set to true

• incident.refresh_impacted.include_affected_cis
• change.refresh_impacted.include_affected_cis

If set to true, the configuration items on the related list "Affected CIs" will be evaluated against the svc_ci_assoc table.  If there are any Service Ids that are corresponding, then they will populate in related list Impact Services related list.

svc_ci_assoc is populated with Dynamic CI groups, and Application Service Population Methods

• Tag Based
• Service Mapping
• Dynamic CI Group
• Dynamic
• Manual (when a related link is used to populate based on the CMDB)