We are seeing unexpected behaviour with Impacted CI's list when creating change record.

[RahulPeddinti]

A CHG was created for specific prod environment(eg, India production),only the relevant production servers were added as Impacted CI's on the Change.
However, after creating another CHG after few months for same prod environment, the Impacted CI's section displays many additional CI's/markets that were not explicitly associated with the change.

Expected behaviour:
only the CIs associated with originating Change request should appear as impacted CI's, but additional CI's/environment are automatically appearing in Impacted CI list.

1. Is there any OOTB functionality that derives impacted CI's from CI relationships or Business services when a major incident created from a Change.
2. Are there specific BR's, CMDB relationship rules, Impact calculator configurations or Event management integration that could automatically expand the Impacted CI's list?

Any guidance on troubleshooting steps or relevant tables/logs to review would be greatly appreciated.


Thanks in Advance

[Dr Atul G- LNG · Accepted solution]

Hi @RahulPeddinti 

Please check again. This should not happen unless there has been a change at the relationship level or the CI has been mapped to services as part of CSDM. In that case, the number may increase; otherwise, there should be no change.

[Dr Atul G- LNG · Accepted solution]

Hi @RahulPeddinti 

Please check again. This should not happen unless there has been a change at the relationship level or the CI has been mapped to services as part of CSDM. In that case, the number may increase; otherwise, there should be no change.

[RahulPeddinti]

Hi @Dr Atul G- LNGThanks for your info, as you said there has been change at relationship level of those servers that's the reason, we could see extra impacted CI's.

[Dr Atul G- LNG]

So you got the cause.

[Tanushree Maiti · Accepted solution]

Hi @RahulPeddinti 

1. Is there any OOTB functionality that derives impacted CI's from CI relationships or Business services when a major incident created from a Change.

Tanushree: In ServiceNow, the Impacted Services/CIs list is designed to automatically populate by dynamically traversing your CMDB relationships.

The system queries your CMDB relationships [cmdb_rel_ci] or Service Maps [svc_ci_assoc]. If the server added to your "Affected CIs" is marked as Dependent on or Used by a upstream Business/Application Service, the system automatically pulls that service and its other downstream CIs into the Impacted list. 

Refer: How the "Impacted Services/CIs" populating automatically 

2. Are there specific BR's, CMDB relationship rules, Impact calculator configurations or Event management integration that could automatically expand the Impacted CI's list?

Tanushree: 

1. Check script Include : ChangeManagementSNC

2. BR: Refresh Impacted Services

3. Impact calculator configurations or Event management : Refer : Adjust impact rules for a CI