ServiceNow SyncService Impacted CIs

Products Change Tracker Ideas
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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.

Upload any supporting images that you think should be considered in this idea.

Affected CI service.png
Affected CI service.png1469×278 15.5 KB

Impacted CIs Device Names.png
Impacted CIs Device Names.png885×427 21.7 KB

2

Hi Steven,

Welcome to the ideas portal.

I get where you are coming from here, but I think your usage of ServiceNow goes against what Servicenow are trying to achieve with the Affected CIs and Impacted Services/CIs tabs. From my understanding, the Affected CIs tab is for CIs that will change as part of planned change and the affected services/CIs tab is for the services that will be impacted by the affected CIs changing.

An example would be a CRM with three servers. The CRM service is not going to change, but it may be impacted by a change to the three servers. This could be reduced performance or a brief outage.

If relationships between CIs and their Services exist in ServiceNow, it’s possible for the impacted tab to be populated with the relevant services when CIs are added to the affected CIs tab.