Asset X CI

[Raquel_Silva]

I created an Asset through Load Data from a new computer that was not connected to the network.

When the SCCM scheduler ran, it created a CI with the same serial number as the Asset.

When I consult the alm_asset table, I find two items with the same serial number.

How can I make it show me only one item, where the CI is related to the Asset?

[Miguel Ferro]

Hello,

Follow some steps that you can try:

• Enable Reconciliation Rules: Start by configuring reconciliation rules for your asset and configuration management. In ServiceNow, these rules help avoid duplicate entries when similar items are imported from different sources, such as SCCM. Set up reconciliation rules to use the serial number as a unique identifier, prioritizing SCCM data for CIs to avoid duplicate records.
• Use the CI Relationship Field: ServiceNow allows for linking CIs and assets using the Configuration Item (CI)field in the alm_asset table. This field establishes a direct connection between the asset record and the corresponding CI record, ensuring that they represent the same physical item. Here’s how to do it:
• Go to the alm_asset table and locate the Asset with the duplicate serial number.
• In the Configuration Item (CI) field, select the CI that matches this asset.
• Once linked, ensure that any updates or changes to the CI will reflect on the related asset record.
• Remove the Duplicate Asset Record: After linking the CI to the original asset, you can safely delete the duplicate asset record. Be cautious during deletion to ensure no critical data is lost. Alternatively, you can deactivate the duplicate asset by marking it as inactive for tracking purposes if deletion is not preferable.
• Automate the Reconciliation: To prevent similar issues in the future, set up a business rule or script that runs when a new CI or asset is created. This rule would check if an existing asset or CI with the same serial number exists. If it does, it would link the CI to the existing asset instead of creating a duplicate. This can also be configured through Identification and Reconciliation Engine (IRE) for more complex scenarios.
• Update Discovery Sources: Ensure that the SCCM import and Load Data processes use consistent Discovery source values. ServiceNow uses the Discovery Source field to track the origin of the data, which helps prioritize records during reconciliation. Properly configured discovery sources can prevent conflicts and assist in keeping a single representation of the asset and CI.