Refresh impacted services properties

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

    This feature allows ServiceNow customers to enable or disable the refresh of impacted services on change requests and configure how the impacted services are identified and processed. Adjusting these properties helps control the scope and behavior of how impacted services, service offerings, and business applications are refreshed and displayed during change management.

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    Key Configuration Properties and Their Practical Use

    • Include affected configuration items (CIs): The com.snc.changerequest.refreshimpacted.includeaffectedcis property determines whether all CIs in the Affected CIs related list are evaluated against the Application services mapping table (svcciassoc) for impacted services, enabling a more efficient and concise service impact analysis. If set false, only the primary CI on the change form is used, using a more extensive CMDB tree traversal method.
    • Conflict impact population: The change.conflict.populateimpactedcis property enables the system to detect business services impacted by conflicts by checking conflicting CIs against service mapping tables, enhancing conflict impact visibility.
    • Processing mode for refreshing impacted services: The com.snc.changerequest.refreshimpacted.event property controls whether the refresh runs asynchronously as a background event (true), providing notification upon completion, or synchronously in the user’s session without notification (false).
    • Service offerings and business applications population: The com.snc.changerequest.populateserviceoffering and com.snc.changerequest.populatebusinessapplication properties control whether related lists for Service Offerings and Business Applications are automatically populated from the Impacted Services/CIs related list, aiding comprehensive impact analysis.
    • User notification: The com.snc.changerequest.refreshimpactedservices.message.show property determines if a message indicating the initiation of the refresh process appears on the Change request form, improving user awareness.

    Practical Benefits for ServiceNow Customers

    • Optimize impacted services refresh by including all relevant CIs or focusing on the primary CI to suit your environment and performance needs.
    • Enhance impact analysis by detecting business services affected by change conflicts.
    • Improve user experience with background processing and notifications for impacted services refresh.
    • Automatically maintain related lists of Service Offerings and Business Applications to enrich the context of changes.
    • Customize user feedback by enabling or disabling initiation messages on the change form.

    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.