Refresh impacted services properties

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of Refresh impacted services properties

    The Refresh impacted services properties in ServiceNow allow you to enable or disable the refresh impacted services feature and configure criteria for its behavior. This capability helps you manage how impacted services related to change requests are identified and updated, improving your change management processes.

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    Key Features

    • Include primary or all Affected CIs: You can configure whether to check only the primary configuration item (CI) on the change form or all CIs listed in the Affected CIs related list. Using all Affected CIs leverages the Application services mapping table (svcciassoc) for faster and more concise service relationship lookups.
    • Background processing via event: The refresh process can be run asynchronously in the background through an event, allowing users to continue working while being notified upon completion. Alternatively, it can run synchronously within the user session without notifications.
    • Populate related lists: You can choose to automatically populate the Service Offerings and Business Applications related lists from the Impacted Services/CIs related list, ensuring related data stays synchronized with impacted services.
    • Conflict impact checks: When enabled, the system checks configuration items involved in change conflicts against service mapping tables to identify any directly impacted business services.
    • User notifications: Optionally display a message on the change request form when the refresh impacted services process is initiated, improving user awareness of background actions.

    Key Outcomes

    • More efficient and accurate identification of impacted services linked to change requests, especially when multiple CIs are involved.
    • Improved user experience with background processing and notifications, reducing wait times during refresh operations.
    • Automatic synchronization of related Service Offerings and Business Applications, helping maintain consistent and complete impact analysis information.
    • Better conflict resolution insights by detecting business services affected by CI conflicts.
    • Flexibility to tailor refresh behavior to your environment, including support for dynamic CI groups and different service mapping configurations.

    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 true, the Service Offerings related list is populated from the Impacted Services/CIs related list.
    • 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.