Are we able to get some more details on how the NNT and ServiceNow matching occurs? The example we have is we might enter a ServiceNow ticket which includes 10 different endpoints. How would NNT matchup to know that all the endpoints are included in the change?
The ITSM Module will pick up the ‘Affected CIs’ referenced in any Change Request and will use the best match for these with existing Group or Device names in the Change Tracker instance. SO in this example, the Change Request will reference the 10 endpoints, and the ITSM Module will match these to the corresponding Devices in Change Tracker.