In Incident mgmt as well as Change mgmt the Refresh Impacted Service action results in unexpected output. I show this by example sing this service model:

When using system properties like:

Sys Properties	Value
incident.refresh_impacted.include_affected_cis	TRUE
com.snc.incident.populate_service_offering	TRUE
com.snc.incident.populate_business_application	TRUE

Incident	Test 1	Test 2
Service	Product Quality	Compute Services
Service Offering	PPQ – Non Prod	Windows Hosting
Configuration Item	Server ABC	Server ABC

The Output of Resfresh Impact Service is:

Real Output

Test 1	Test 2
Impacted Services/CIs	Product Quality ( Manual )	Compute Services ( Manual )
Service Offerings	PPQ – Non Prod ( Manual)PPQ	Windows Hosting ( Manual)Linux Hosting (?) Terminal Hosting (?) Virtual Clients (?)
Business Applications	PPQ	PPQ

Why would Linux Hosting be affected based on a Windows Server CI as input...

Expected Output

Test 1	Test 2
Impacted Services/CIs	Product Quality ( Manual )	Compute Services ( Manual )
Service Offerings	PPQPPQ – Non Prod ( Manual )	Windows Hosting ( Manual)PPQPPQ – Non Prod
Business Applications	PPQ	PPQ

The used logic is:

TaskOfferingSNC (Script Include)

...... getOfferings: function(services) { var offeringGr = new GlideRecord('service_offering'); offeringGr.addQuery('parent', "IN", services); offeringGr.query(); var offeringArr = []; while (offeringGr.next()) offeringArr.push(offeringGr.getUniqueValue()); return offeringArr; }, type: 'TaskOfferingSNC'}; type: 'TaskOfferingSNC'};

it simply all Service Offerings where the parent is the Service from the busines_service attribute (--> synced to task_cmdb_ci_service table).

as it is an SNC script we can remediate it easily like in the Script Include:

TaskOffering

var TaskOffering = Class.create();TaskOffering.prototype = Object.extendsObject(TaskOfferingSNC, { initialize: function() { TaskOfferingSNC.prototype.initialize.call(this); }, getOfferings: function(services) { var ServiceOfferings = []; if (services) { var relGR = new GlideRecord('cmdb_rel_ci'); relGR.addQuery('parent.sys_class_name', 'service_offering'); relGR.addQuery('child.sys_id', 'IN', services); relGR.query(); while (relGR.next()) { var parent = relGR.parent.sys_id.toString(); if (ServiceOfferings.indexOf(parent) == -1) ServiceOfferings.push(parent); } } return ServiceOfferings; }, type: 'TaskOffering'});

To enhance this capability this idea is made.

You can Vote for it if you think it makes sense.