CMDB CI records missing but sys_id still resides on the CMDB table

[keithcox]

Good morning,

We are running into an issue with missing cmdb ci records and wonder if anyone has seen anything like this before. 

Issue: CI records are missing from various CMDB child tables.

example- cmdb_ci_server record name=ABC does not return on search

cmdb_ci run search for name=ABC and does not return a match

cmdb run search and find the record name= ABC but when you click on the record it says Record can not be found. You can extract the sys_id but there is no longer a record.

We have looked in the deleted record table and do not find the deletion.

We have verified there is no table cleaning jobs on these tables.

We have run into this about 6 times so far this year. We have opened HI tickets but SN is not able to find any information on these records.

We have looked through BR, Script Includes, Scheduled Jobs and not able to find anything that would be deleting records.

My questions are:

1) Has anyone experienced an issue like this before and what was the resolution?

2) What type of action(BR, scripts etc..)  would cause this where the record is deleted but a shell still resides on the base table?

3) We have find these only when the customer complains. How would you search the cmdb to identify a record where you can find the sys_id but no record?

Thank You in Advance,

Keith

[rambabuboyapati]

Hi Keith,

Did you check if the records in question have the correct class (sys_class_name) value populated?

Do you know if there were any changes to the classes or hierarchy of your CMDB? Incorrect or no class attributes may lead to this kind of behaviour.

I hope this information helps!

-Ram