Hi,
We have been using spotlight and now want to enhance the abilities. We use it for Change Records with some basic functions, but, we want to expand it to add a score for the change records that have active / open incidents against the targeted configuration items in the change.
The challenge is that the configuration items are not on the change form - only one is. Then on a tab "Configuration items" change owners add more CIs.
So, we would need spotlight to recognize first all configuration items being targeted by the change record, then, check if there are any active incidents against those CIs, and then apply the spotlight score for that change.
I am unsure the exact way to relate all 3 tables (change records, configuration items, and incidents) together for spotlight to examine. I'm not the admin in servicenow, so if I need a database join I'll have to get an admin to do that - but, we are all unsure how to do this request.
Any help greatly appreciated.
Rob
