Values visible in alm_hardware list view but empty in form view

[SiddeswaraJ]

Hi everyone,

I'm facing an issue with the cmdb_ci and alm_hardware tables.

Both tables have common fields such as Primary Contact, Secondary Contact, and Responsible Manager.

When I update these fields in the cmdb_ci record, the updated values are visible in the alm_hardware list view. However, when I open the same alm_hardware record in the form view, those fields appear empty.

Has anyone encountered this issue before?

Is this something that can be fixed by a ServiceNow admin/developer through configuration, or is it an OOTB issue that should be raised with ServiceNow Support?

Any suggestions or related KB articles would be appreciated.

Thanks!

[Ankur Bawiskar]

@SiddeswaraJ 

Things to check

-> check XML of that record and if values are present in XML then it means some client script or UI policy is clearing the values when form loads

-> if XML doesn't have and list view shows then it's some bug but this should not happen ideally

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[Tanushree Maiti]

Hi @SiddeswaraJ 

This issue is caused by out-of-the-box ServiceNow Asset and CI field mapping synchronization. When you update the CI form, the changes are written to the cmdb_ci record, but the alm_hardware form view is likely overriding the display with empty asset fields, or business rules are clearing the linked asset records.

1.Check the Asset and CI Synchronizer Rules
Navigate to Asset > Administration > Asset CI Field Mappings in your instance.

• Verify that Primary Contact, Secondary Contact, and Responsible Manager are defined in the mapping table. If they aren't, you can add them to ensure a two-way sync.

2. Field Mapping & Dot-Walking
If you want hardware forms to pull directly from the CI record instead of waiting for the Asset sync, you can dot-walk on the form view

3. Refer KB: KB3004763 "Assigned To" Field Not Syncing to ALM Hardware Asset Table