Impacted Services/CIs Not Populating in Incident Records

saikumarkak — Thu, 19 Feb 2026 06:01:20 GMT

Hi Team,

I have created two Configuration Item (CI) classes and established a relationship between them. I then used these CIs while creating an Incident record by selecting the appropriate Configuration Item in the Configuration Item field and saving the record.

After saving, I observed that the Affected CIs field is being populated correctly. However, the Impacted Services/CIs is not being populated as expected.

To address this, I created a Business Service and defined the necessary relationships using parent–child associations and appropriate relationship types. My understanding is that the Impacted Services/CIs field in ITSM should populate automatically based on the relationships defined within the Business Service hierarchy and the associated CI relationships. Despite configuring these relationships, the Impacted Services/CIs still does not populate.

Could you please advise on the following:

Are there any additional relationship types or configurations required for Impacted Services/CIs to populate correctly.
Is there any specific dependency mapping or service mapping configuration that must be completed.
Are there any business rules, scripts, or system properties that control this behavior.
How can I validate whether the CI to service relationship is correctly structured for impact calculation.

Please let me know the steps I should follow to resolve this issue.

Thank you.

Re: Impacted Services/CIs Not Populating in Incident Records

Tanushree Maiti — Thu, 19 Feb 2026 06:09:01 GMT

Hi @saikumarkak ,

Impacted Services/CIs in a ServiceNow incident are populated automatically by querying the CMDB to find services/CIs dependent on the "Affected CIs".

This process uses relationship data in the 'cmdb_rel_ci' table and Service Mapping [svc_ci_assoc] to identify downstream impacts, which can be refreshed via the "Refresh Impacted Services" UI action.

Go through this links, it will help you.

Solved: How the "Impacted Services/CIs" populating automa... - ServiceNow Community

question Impacted Services/CIs Not Populating in Incident Records in App Engine forum

Impacted Services/CIs Not Populating in Incident Records

Re: Impacted Services/CIs Not Populating in Incident Records