On Change Request , the Impacted Services related list does not show the correct number of CIs. - Support and Troubleshooting

On Change Request , the Impacted Services related list does not show the correct number of CIs. Issue .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } When using the template, for example, "ITSM Snow CHG" to create a Change Request, a list of 917 impacted Services/CIs (Configuration Items) is displayed in the related list.

However, there seems to be no connection between the Impacted Services and the Application Service field value.

It has been verified that the upstream relationships of the custom "ServiceNow" Application Service are clean. Despite this, the impacted services are not associated with the CI (Configuration Item) in question.

Release .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } ANY

Resolution .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } When the 'com.snc.change_request.refresh_impacted.include_affected_ci' property is true, the 'ChangeUtilsSNC' script include will use the 'getImpactedServicesFromAffectedCIs' function to fetch the impacted services.

This function will find the services from the 'svc_ci_assoc' table by using the CIs in the affected CI-related list.

The function 'getImpactedServicesFromAffectedCIs' at #line 388:

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getImpactedServicesFromAffectedCIs: function(chgId, userId) {

if (this.log.atLevel(GSLog.DEBUG))

this.log.debug("[getImpactedServicesFromAffectedCIs] chgId: " + chgId + " userId: " + userId);

var ciu = new CIUtils();

var tskUtils = new TaskUtils();

//Calling the internal method as CIUtils might be modified and not get a new method added

var services = ciu._getImpactedServicesFromAffectedCIs(chgId);

this._addAdditionalServices(services, chgId);

if (userId) {

var chgGr = new GlideRecord('change_request');

if (chgGr.get(chgId)) {

var msg = gs.getMessage("Refresh impacted services for change request {0} has completed", chgGr.getDisplayValue('number'));

tskUtils.notifyUser(chgId, userId, msg);

}

},

On the other hand, when the 'com.snc.change_request.refresh_impacted.include_affected_ci' property is false, the 'getImpactedServicesFromPrimaryCI' function will be used instead.

This function will search the Configuration Management Database (CMDB) tree for services within a default depth of 10. In this case, none of the Configuration Items (CIs) present in the affected CI-related list will be used. Only the CI set on the form will be considered.

The function 'getImpactedServicesFromPrimaryCI' at #line 413:

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getImpactedServicesFromPrimaryCI: function(chgId, userId) {

var ciu = new CIUtils();

var tskUtils = new TaskUtils();

var changeRequestGr = new GlideRecordSecure(global.ChangeRequest.CHANGE_REQUEST);

if (changeRequestGr.get(chgId)) {

var services = ciu.servicesAffectedByCI(changeRequestGr.cmdb_ci);

this._addAdditionalServices(services, changeRequestGr.getUniqueValue());

}

if (userId) {

var chgGr = new GlideRecord('change_request');

if (chgGr.get(chgId)) {

var msg = gs.getMessage("Refresh impacted services for change request {0} has completed", chgGr.getDisplayValue('number'));

tskUtils.notifyUser(chgId, userId, msg);

}

},

In both cases, the 'ChangeUtilsSNC' script include will fetch data from additional sources.

If Conflict Detection is active, it will bring data from Conflict Services.

If Service Mapping is enabled, it will fetch data from Service Mapping via the Discovery API.

The 'ChangeUtilsSNC' script include will use the '_addAdditionalServices' function to fetch the impacted services from these additional sources.

The function '_addAdditionalServices' at #line 482:

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_addAdditionalServices: function(services, chgId) {

var ciu = new CIUtils();

var arrUtil = new ArrayUtil();

var populateImpactedCis = gs.getProperty(this.PROP_CHANGE_CONFLICT_POPULATE_IMPACTED_CIS) + "" === "true";

if (this.log.atLevel(GSLog.DEBUG))

this.log.debug("[_addAdditionalServices] populateImpactedCis: " + populateImpactedCis);

if (this.getChgMgtWorker())

this.getChgMgtWorker().addInfoMsg(gs.getMessage("{0} set to: {1}", [this.PROP_CHANGE_CONFLICT_POPULATE_IMPACTED_CIS, populateImpactedCis]));

if (populateImpactedCis && GlidePluginManager.isActive(this.PLUGIN_CHANGE_COLLISION)) {

var conflictServices = ChangeCollisionHelper.getImpactedServicesByChangeId(chgId);

services = services ? arrUtil.union(services, conflictServices) : conflictServices;

}

//Check if Service Mapping is active

if (GlidePluginManager.isActive(this.PLUGIN_SERVICE_MAPPING)) {

var apps = new ChangeRequestDiscovery().getApplicationsByChangeId(chgId);

services = services ? arrUtil.union(services, apps) : apps;

}

ciu.removeImpactedServices(chgId);

ciu.addImpactedServices(chgId, arrUtil.unique(services));

//Populate the additional related lists

var chgGr = new GlideRecord(this.CHANGE_REQUEST);

if (chgGr.get(chgId))

new TaskUtils().refreshRelatedLists(chgGr);

},

Related Links .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } The attached Impacted Services Doctor script provides more details on the sources of Impacted Services records.