🧰Tools - Ability to sync with ServiceNow CMBD

📍 Today: PuzzleApp does not appear to have a direct sync with ServiceNow CMDB. That means admins and platform owners have to manage tool and system records separately, or rely on manual updates to keep the data aligned. In practice, this creates drift between the system of record and what users see in PuzzleApp, especially when ownership, dependencies, support groups, or lifecycle details change.

✨ Desired: Add the ability for PuzzleApp tools to sync with ServiceNow CMDB so core configuration and metadata stay aligned automatically. At minimum, admins should be able to connect ServiceNow CMDB as a source of truth and sync relevant records and attributes into PuzzleApp on a scheduled or near-real-time basis. Ideally, the integration would support field mapping, sync controls, and clear visibility into sync status and errors.

📊 Business Justification: For enterprise teams, ServiceNow CMDB is often the authoritative source for application and infrastructure metadata. Without a sync, admins are forced into duplicate maintenance, which increases admin overhead and raises the risk of stale or conflicting records. This impacts:

Platform admins, who spend time reconciling data across systems
App owners and support teams, who need accurate ownership and dependency information
Audit and compliance stakeholders, who depend on reliable system-of-record alignment
End users, who lose trust when tool metadata is incomplete or outdated

At scale, even a small amount of manual upkeep per application becomes a significant operational cost. This is a common enterprise expectation in platforms such as ServiceNow, Workday, and Salesforce ecosystems, where integrations with source-of-truth systems reduce support effort and improve change management.

✅ Acceptance Criteria

Admins can connect PuzzleApp to ServiceNow CMDB without custom engineering
Admins can select which CMDB records or classes should sync into PuzzleApp
Admins can map key CMDB fields to PuzzleApp tool metadata
Sync can run on a schedule and/or on demand
Failed syncs surface clear error messaging and retry guidance
Synced records show last sync timestamp and source-of-truth status in PuzzleApp