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

    The refresh impacted services properties in ServiceNow enable you to control and configure how impacted services are refreshed on change requests. These properties let you enable or disable the refresh capability, determine which configuration items (CIs) are included, and specify how related service offerings and business applications are populated.

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    This functionality helps ensure that impacted services and their related entities are accurately identified and updated during change management processes, improving service impact analysis and communication.

    Key Features

    • Include Primary or All Affected CIs: Decide whether to refresh impacted services based only on the primary CI on the change form or all CIs listed in the Affected CIs related list. Using all affected CIs (via the svcciassoc table) provides a faster and more concise relationship mapping, especially important when dynamic CI groups are involved.
    • Event-Based Processing: Choose to run the refresh process in the background using events, which sends a notification upon completion, or run it synchronously within your session without notifications.
    • Populate Related Lists: Automatically populate the Service Offerings and Business Applications related lists from the Impacted Services/CIs related list based on existing CMDB relationships. This ensures that only offerings and applications directly related to impacted services are included.
    • Conflict Impact Analysis: Determine whether to include impacted business services identified during conflict checks by referencing application service mappings and service tables.
    • User Notifications: Control whether a message indicating that the impacted services refresh has been initiated appears on the change request form.

    Practical Application for ServiceNow Customers

    Configuring these properties allows you to tailor the refresh impacted services process to your organization’s change management workflows. For example, enabling inclusion of all affected CIs improves accuracy when multiple CIs are involved, while event-based processing enhances system performance by running refreshes asynchronously.

    Populating service offerings and business applications ensures comprehensive visibility into the impact scope without manual updates. Adjusting notifications helps manage user experience during the refresh operation.

    Overall, these settings help maintain accurate, up-to-date impact data, supporting better decision-making and communication in your change management lifecycle.

    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.

    The com.snc.change_request.populate_service-offering and com.snc.change_request.populate_business_application properties rely on CMDB relationships between the impacted service and its service offerings or business applications. For an offering or application to be added it its related list, it must be associated with an impacted configuration item identified by the refresh process. For more information on how, affected CIs roll up to impacted services, see Associated CIs on a change request.

    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. A service offering is added only when it has a Depends on and Used by relationship with an impacted service in the CMDB. Offerings without this relationship to an impacted service are not added.
    • 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.