"refresh impacted services has been initiated" message suddenly appearing. - Support and Troubleshooting

"refresh impacted services has been initiated" message suddenly appearing. Issue After Rome upgrade, when the state of CR is changed from Open to WIP, below info message is being shown. "Refresh impacted services has been initiated."

Resolution This an expected behaviour.

The info message is generated by a script include called ChangeUtilsSNC which is called by a business rule called Refresh Impacted Services.

If a customer is not planning to use the Refresh impacted services feature it should be ok to deactivate the business rule "Refresh Impacted Services". Disabling the business rule stops the message from appearing.

This BR and script was also a part of Paris and I can see this message in my OOB instance. The BR gets triggered when the insert of change request happens with state changing from new state.

ChangeUtilsSNC Script include is where this comes from:

-- see lines 419 - 4221 --- var refreshImpactedServicesMsg = gs.getMessage("Refresh impacted services has been initiated");

if (this.getChgMgtWorker()) this.getChgMgtWorker().addInfoMsg(refreshImpactedServicesMsg);

According to documentation, https://docs.servicenow.com/bundle/orlando-it-service-management/page/product/change-management/task/refresh-impacted-services-and-cis.html

For the new feature that's been added in NY "Enhanced refresh impacted services" There is a UI action called "Refresh impacted Services" A business rule Called "Refresh impacted Services" And the property "change.refresh_impacted.include_affected_cis"

These are all enabled by default so if you're not going to use the functionality or if your have customisation in place to update Cis/services then all these should be disabled.

Also in Rome, there is a new property added:

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. Note: This property is available only from Rome release.