What is a one sentence summary of your feature request?
The ServiceNow Integration should pull in device info from the Impacted CIs section
Please describe your idea in detail. What is your problem, why do you feel this idea is the best solution, etc.
When users are logging Change Requests in ServiceNow, Affected CIs is the only section that devices are checked for to be added to Planned Changes within ChangeTracker.
Sometime, in our organisation, the change requester will enter the application/service as the affect CIs in ServiceNow. This will in turn add the actual devices to the Impacted Services/CIs tab in the ServiceNow Change.
As a result, when this change is pulled into ChangeTracker, if the listed Affected CI does not match a Group Name within ChangeTracker, the change will not be assigned to any devices.
If ChangeTracker was to look at the Impacted Services/CIs section, there may be devices listed there, that should be included in the Planned Change within ChangeTracker.
I have uploaded some redacted images showing the two tabs.
How do you currently solve the challenges you have by not having this feature?
Manual review of the imported changes to ensure the devices are added to the upcoming planned change. This may be an intensive task as we are a large organisation.
