Global Health Inc. is using ServiceNow as their pinnacle ITSM system and already have Incident Management and Change Management processes in place on the same. They are in process of getting Problem Management implemented.
Currently, they don’t have any audit available on any of these entities. They would like to see who has changed which fields and the change values. This needs to be enabled on Incident, Change and the upcoming Problem Management modules.
The idea is to have an interface where they can configure certain fields of the mentioned entities which they want audited. Whenever any new records get created/existing are modified, thesystem should check if the fields listed under the configuration interface have changed. If so,then the details should be recorded, basic attributes being:-
-Entity
- Record Identifier
- Field Changed
- Previous Value
- New Value
- Modified by
- Modified on
The system needs to be scalable and should be able to incorporate new entities in future, if required.
