Refresh impacted services properties

  • Release version: Zurich
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Refresh Impacted Services Properties

    The Refresh Impacted Services properties enable ServiceNow customers to control how impacted services are refreshed on Change requests. By configuring these properties, you can specify whether to include certain Configuration Items (CIs), how the refresh process runs, and how related service information is populated. This control helps ensure accurate and efficient impact analysis during change management.

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    Key Features

    • Include Primary or All Affected CIs: Configure whether to check only the primary CI on the Change form or all CIs listed in the Affected CIs related list. Including all affected CIs leverages the svcciassoc table for faster, more concise service mapping.
    • Background Processing: Choose to run the refresh process as a background event with completion notifications or inline within the user session without notifications.
    • Service and Business Application Population: Control whether the Service Offerings and Business Applications related lists are populated or updated based on the Impacted Services/CIs.
    • Conflict Impact Analysis: Enable checking of conflicting CIs against service mappings to identify directly impacted business services during change collision detection.
    • User Interface Notifications: Optionally display a message on the Change request form indicating when the refresh of impacted services has been initiated.

    Practical Use for Customers

    By configuring these properties, customers can tailor the impacted services refresh to their environment and processes. For example, enabling inclusion of all affected CIs improves accuracy when dynamic CI groups are used. Running the refresh as a background event reduces user wait times. Populating related lists for service offerings and business applications provides clearer visibility into change impacts.

    Understanding and setting these properties appropriately ensures efficient impact analysis, better communication of change effects, and smoother change management workflows within ServiceNow.

    Use the refresh impacted services properties to enable or disable the refresh impacted services capability, and to configure the criteria for additional refresh impacted services properties.

    By configuring these properties, you can control the capabilities, such as:
    • Include the primary configuration item or all the items in the Affected CIs related list.
    • Processing of refreshing the impacted services as an event.
    • Populate Service Offerings and Business Applications from the Impacted Services related list.

    The following properties can be found in sys_properties.list and on the Change properties page.

    Table 1. Refresh impacted services properties
    Property Description
    com.snc.change_request.refresh_impacted.include_affected_cis
    • When true, all the configuration items listed in the Affected CIs related list are checked. These configuration items are checked against the Application services mapping table (svc_ci_assoc) as this is a faster process, and also returns a more concise relationship picture. All the services from svc_ci_assoc table are retrieved.
    • If the property is false, only the CI on the change form is used. This uses the method of traversing the cmdb tree structure to find the services. The services are retrieved from CIUtils script include.
    Note:
    If dynamic CI groups are used on the Change form, then this property must be set to true as the associations are located in the svc_ci_assoc table.

    When a business service is converted to an application service (as an example), all the levels included in the svc_ci_assoc table are considered at the time of conversion.
    change.conflict.populateimpactedcis If this property is set to true, then the ChangeCollisionHelper script include checks the configuration items that have been identified in the list of conflicts against the Application services mapping table (svc_ci_assoc) and also table (cmdb_ci_service) to check if there are any business services that are directly impacted.
    com.snc.change_request.refresh_impacted.event
    • When true, the process of refreshing the impacted services is done through an event. This process is run in the background and you will be notified through a message in Notify that the process has been complete.
    • When false, this is run in your session. As this is not run in background, there is no notification on completion.
    com.snc.change_request.populate_service_offering
    • When false, the related list is not populated or amended in any way.
    com.snc.change_request.populate_business_application
    • When true, the Business Applications related list is populated from the Impacted Services/CIs related list.
    • When false, the related list is not populated or amended.
    com.snc.change_request.refresh_impacted_services.message.show
    • When true, the Refresh impacted services is initiated message appears on the Change request form.
    • When false, the Refresh impacted services is initiated message doesn't appear.