CMDB De-duplication remediation issue with Change tickets

[Catherine Proco]

We have an issue when we run a de-duplication task on a CI that has been added to a change ticket. After the de-duplication task is completed, the CI that was previously added to the Change ticket is now gone. Are we missing a step in our remediation to ensure that configuration items that have been added to a Change ticket are not getting removed? 

[Dr Atul G- LNG]

Hi @Catherine Proco 

What action are you taking as part of the remediation?

[debendudas]

Hi @Catherine Proco ,

Based on my understanding, it seems you may have overlooked selecting the related items in the "Merge Related Items" section and selected "Delete" as the Duplicate CI Action. This action results in the deletion of the CI from the instance, and consequently, the CI is removed from all associated records, such as Change Requests or Incidents without replacing the CI with the master CI.

To avoid this issue in the future, please ensure that you select the appropriate related items for merging before proceeding with the deletion action.

The Merge Related Items functionality allows you to consolidate related items associated with duplicate CIs into a main CI or Master CI. This process helps maintain the integrity of your data by ensuring that all relevant references are preserved.

If this solution helps you then, mark it as accepted solution ‌‌✔️ and give thumbs up 👍! 

[Catherine Proco]

Is there a way to set those so that are the default and not need to be selected?

[debendudas]

You can add default values by navigate to

All > Configuration > Identification/Reconciliation > Duplicate CI Remediator Default Related Items

If this solution helps you then, mark it as accepted solution ‌‌✔️ and give thumbs up 👍!