The edit button for Impacted Services/CI's is missing on change requests.

[ShivaKumarB9231]

Hi Team,

The 'Edit' button on the Impacted CIs tab is missing. When the Change Request is in the "New" state, we are able to see the 'Edit' button on the Affected CIs tab, but it is not visible on the Impacted CIs tab.

Could you please help us understand the reason for this behavior?

Than you.

[Dr Atul G- LNG]

Hii @ShivaKumarB9231 

Out-of-the-box (OOTB), I can see only the Add button when changing to the New state. If you want to add an Edit button, you need to add it from the List Control. Right-click on any column in the related list, go to List Control, and add the Edit button.

[kaushal_snow]

@ShivaKumarB9231 ,

It’s most likely due to the configuration of the related list for Impacted Services/CI’ on the change request form in ServiceNow, specifically, the List Control settings (for example the Omit Edit checkbox or a scripted Omit Edit condition) or the ACLs on the underlying table may be preventing the Edit button from showing, since by default the Edit button only appears for many to many relationships and can be hidden for one to many or defined relationships.....

If you found my response helpful, please mark it as ‘Accept as Solution’ and ‘Helpful’. This helps other community members find the right answer more easily and supports the community.

[MaxMixali]

When the “Edit” button for Impacted Services/CI’s disappears (usually on the Change Request form, related list Affected CIs or Impacted Services), it’s not a bug — it’s driven by state, ACLs, and Change Model UI policies.

Let’s go step-by-step through the root causes and the cleanest fix path.

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🔍 1. Understand what “Edit” actually controls

That “Edit” button comes from the many-to-many (m2m) relationship table UI action:

• Impacted Services → change_request_impacted_service (m2m_change_request_service)

• Affected CIs → task_ci (or change_request_ci)

The button appears only if:

1. The related list is configured with Edit = true in Form Layout → Related Lists, and

2. The user passes the ACLs and UI Policy/Client Conditions tied to that section, and

3. The record is in a modifiable state (i.e., not “Closed”, “Implemented”, “Cancelled”), and

4. The Change Model or Change Request type doesn’t lock related lists.

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🧭 2. Common root causes (and how to fix each)

🔸 A.

Change State restrictions

In modern Change Models, impacted services become locked after approval or during implementation.

Check:

• Open the Change Request in draft / New / Assess state → does the Edit button return?

  → If yes → this is state-driven.

Fix:

• Go to Change Model (table change_model) → open the model used by your change → check “Lock CI/Service fields” configuration under Phases.

• You can uncheck “Lock related lists” for specific phases if you want to allow updates longer.

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🔸 B.

Form / UI Policy / Client Script hiding the Related List

Check for UI Policies or Client Scripts scoped to change_request:

• UI Policy: “Hide Impacted Services for Standard Changes” or similar.

• Condition: current.type == 'Standard' → hides or disables that section.

Fix:

• Search UI Policy → table change_request → filter for ones referencing “Impacted Service(s)” or “Affected CIs”.

• If you use custom change models, adjust the condition logic.

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🔸 C.

ACL restrictions (m2m table or cmdb_ci_service)

Sometimes users can view but not edit because ACL denies write to:

• change_request_impacted_service

• task_ci

• cmdb_ci_service

Fix:

• Check System Security → Access Control (ACL) for those tables.

• For testing, temporarily impersonate admin → if the button appears, it’s an ACL issue.

• Adjust role-based access (e.g., add itil or change_manager).

---

🔸 D.

Related List layout issue

The “Edit” button is configured in the related list control settings.

Fix:

1. Open the Change Request form.

2. Right-click header → Configure → Related Lists.

3. For Impacted Services or Affected CIs, ensure:

   • “Edit” checkbox is selected.

   • Correct relationship table (m2m_change_request_service / task_ci) is used.

   • If customized, check the List Layout → List Controls for that table and ensure the “Edit” UI action is active.

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🔸 E.

UI Action condition removed or customized

The “Edit” button itself is a UI Action on the relationship table (e.g., change_request_impacted_service).

Fix:

• Search System UI → UI Actions → table change_request_impacted_service or task_ci.

• Find the “Edit” action.

• Make sure:

  • Active = true

  • Condition = gs.hasRole("itil") or similar — not too restrictive.

  • No client condition is hiding it (e.g., g_form.isReadOnlyForm()).

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🔸 F.

Workspace or UI Builder form

If this is in Change Workspace (Next Experience), note:

• Impacted Services might use a UI Builder component → no “Edit” button OOB.

• Editing CIs/services is done via side panel form or Related Items tab.

Fix (for Workspace):

• Use Form Component Settings → Related List Actions → enable Edit.

• Or use “Related Records” → Add Item for impacted services (the Edit UI Action doesn’t render).

[MaxMixali]

L;DR — Best solution

Use Change Model configuration to control when the related lists lock,

and verify that the “Edit” UI action and ACLs on m2m_change_request_service (or task_ci) allow editing.

For Workspace, re-enable the action in the UI Builder component.

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If you tell me your UI type (Classic form or Workspace / Next Experience), I can give you the exact steps or a ready-made condition script for your version.

Would you like me to tailor it for your environment (e.g., Tokyo / Vancouver / Washington release)?