Refresh impacted services and CIs

The impacted services and CIs related list in ITSM Agent Workspace refreshes its records based on the affected CIs. Identify the impacted services and CIs and take necessary action.

Before you begin

Role required: itil, agent_workspace_user or admin

Ensure that you have configured the Business Applications related list.

About this task

When you refresh impacted services, the Impacted Services/CIs, Business Applications, and Service Offerings related lists get updated based on the affected CIs. The records in each of the related list are unique even though the impact can be from a single affected CI. The following properties are responsible for this functionality:

• Populate Impacted Services based on Affected CIs. Note: This requires any Business Service identified to have previously been converted to an Application Service. (incident.refresh_impacted.include_affected_cis)
• Populate the Business Application related list for incidents (com.snc.incident.populate_business_application)
• Populate the Service Offering related list for incidents (com.snc.incident.populate_service_offering)

Procedure

1. Navigate to All > Workspace Experience > Workspaces > Agent Workspace Home.
2. From the list, click Incidents > Open.
3. Open the incident record for which you want to refresh the related lists those values are based on affected CIs.
4. Click the more actions icon () and then click Refresh Impacted Services.
   The records in the Impacted Services/CIs, Business Applications, and Service Offerings related lists are updated.