Assigned to sync not working between cmdb_ci_computer and alm_hardware tables in servicenow

[Harsha M V]

Hi All,

"Assigned to" sync not working between cmdb_ci_computer and alm_hardware tables in Servicenow.

Mapping in asset-ci mapping table is correct.

We have a third party integration called ABCD, when they push the data, the information is getting updated in cmdb_ci_computer table. But the same is not syncing to alm_hardware table for "Assigned to" field.

If we empty the "Assigned to" and then update it in cmdb_ci_computer table manually, then the sync happens to alm_hardware table. But once integration pushes the data to cmdb table, the sync to alm_hardware not happening.

How to troubleshoot this issue? Please help

[Ankur Bawiskar]

@Harsha M V 

did you check if that is done by a BR on that table?

Possibly that BR condition is not getting satisfied for non-interactive session i.e. API update

Please check that

[Harsha M V]

Hi @Ankur Bawiskar ,

I will check and get back to you.

But when we update the assigned_to manually , then the record in alm_hardware gets updated as the mapping is correct in ServiceNow.

[Ankur Bawiskar]

@Harsha M V 

that's what I am referring. possibly the BR which is doing the sync is not triggering when API is used since it's a non-interactive session.

If your integration is using import set then check on transform map if Run business rule checkbox is checked or not.

If my response helped please mark it correct and close the thread so that it benefits future readers.

[OlaN]

Hi,

How is the data pushed into ServiceNow from the integration software?

Is it done through some script?

If so, might be that the scripts write data, and uses .setWorkFlow(false) when updating records.

In that case the sync will not run after updating records.