Skip to main content

ServiceNow Event Management: tracing back the impacted services from the incident and alert


Tracing impacted services:


I checked and total impacted on the incident description comes from the alert management rule:



(BTW Here’s an interesting KB, it’s maybe worth clicking the ‘refresh impacted services’ button from the CI to see what happens )


The inputs impactedServicesList seems to be calculated from the incoming alert

The CI as recorded on the incident description is: prdatl01acXXXX

Mapped from the Alert:

You can view its relationships on this record:


I’ve located the code for the impactedServices calculation and it’s out of the box:


(function execute(inputs, outputs) {

    if (inputs.impactedServicesList){

        var impactedServicesArr = inputs.impactedServicesList.split(",");

        for (var i=0; i<impactedServicesArr.length; i++){

            var gr = new GlideRecord("task_cmdb_ci_service");


            gr.setValue("cmdb_ci_service", impactedServicesArr[i]);

            gr.setValue("task", inputs.taskGr.getUniqueValue());

            gr.setValue("manually_added", false);




})(inputs, outputs);


Looks like the purpose of the code is to create task_cmdb_ci_service entries against the incident

This above code seems to match the following list:!%3Dtrue%5Etask%3D0b33fbce1b4d8d107bdaddf0b24xxxx&sysparm_view=


all of these 166 entries are mapped application services so you can click into them to see how it relates to the configuration item

one such example from the “view map” button:

 (ServiceNow )


Popular posts from this blog

URL link in addInfoMessage

var ga=new GlideAjax('gld_HR_ajax'); ga.addParam('sysparm_name', 'checkEmployeeNumber_hrProfile'); ga.addParam('sysparm_hrprofilenumber', g_form.getValue('number')); ga.addParam('sysparm_employeenumber', newValue); ga.getXMLAnswer(function(answer) { if (answer!='undefined' && answer!=''){ var navURL="<a style='text-decoration:underline;color:blue'" + answer + ">" + answer + "</a><img width='3' src='images/s.gif'/>"; var sMsg='The employee number entered already exists on another HR Profile ' + navURL; //alert(sMsg); g_form.showErrorBox('employee_number', 'error - please check'); g_form.addInfoMessage(sMsg); } });

GlideRecord setValue

setValue(String name, Object value) Sets the specified field to the specified value. Normally a script would do a direct assignment, for example,  gr.category = value . However, if in a script the element name is a variable, then  gr.setValue(elementName, value)  can be used. When setting a value, ensure the data type of the field matches the data type of the value you enter. This method cannot be used on journal fields. If the value parameter is null, the record is not updated, and an error is not thrown!/api_doc?v=madrid&id=r_GlideRecord-setValue_String_Object