Impacted Services will contain only direct services, and not all services hierarchy in case they also depend on each other. - Support and Troubleshooting

Impacted Services will contain only direct services, and not all services hierarchy in case they also depend on each other. Issue Steps to validate configuration and prepare data: 1. Navigate to Change>>Administration>>Change properties>>Make sure the following property is set to true: Impacted CIs/Services related list is generated from all CIs listed in affected CIs related list. Note: This requires any Business Service identified to have previously been converted to an Application Service.

2. Navigate to CSDM>>Manage Technical Services>>Application service>>Click "New" from the list view>>Fill the following: Step "1. Provide Basic Details": Name = Application service 1 Click "Next" at the bottom of the form

Step "2. Populate the Application Service": Click "Choose a Method" Service Population Method = Dynamic Service Levels = 3 Click "Save" Click "Next"

Step "3. Preview the Service": Click "Done"

3. Repeat step 2 above to create another application service with the name "Application service 2" 4. Create a new web server [cmdb_ci_web_server] record with the name "Web server 1" 5. In the CI relationship table [cmdb_rel_ci], create the following 2 records:

Record 1: Parent = Application service 1 Type = Depends on::Used by Child Web server 1

Record 2: Parent = Application service 2 Type = Depends on::Used by Child: Application service 1

6. Navigate to Change and add "Web server 1" to the Configuration item field and save.

7. Click on the icon next to the "Configuration item" field to show the dependency view to validate that all 3 items are related with the "Depends on::Used by" relationship: Application service 2>>Application service 1>>Web service 1

8. On the change context menu, click "Refresh impacted services" and refresh the change request.

The related list "Impacted Services/CIs" contains only: Application service 1

Expected: The related list "Impacted Services/CIs" contains: Application service 1 Application service 2

Cause This is an expected behaviour.

Resolution CI impacted service will contain only direct services, and not all service hierarchies in case they also depend on each other. This behaviour is controlled by this system property. 'sa.service.population.stop_expansion_under_ci_classes'. The system property contains the list of CI classes(OOTB value is 'cmdb_ci_service') that whenever we reach such a CI, we stop expansion and not create svc_ci_assoc for its children.

In the scenario above because there was another service between the web server and application service 2, no association is created between application service 2 and the web server.

You can check the documentation and a KE about this property. The KE described the original issue: https://docs.servicenow.com/bundle/washingtondc-servicenow-platform/page/product/configuration-management/reference/components-installed-app-services.html https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0960144