CMDB De-duplication Template Not Fetching All Duplicate Tasks (Skipping Records)

[roobanb]

1. For a specific class there are totally 7k duplicate tasks. When I created a de-duplicate template for that class, I didn't give any filter. But when the de-duplicate template ran it didn't consider and remediated all the 7000 but only 5700. Remaining 1300 are not included. Not just for this class, even with other classes , when the template is published its not fetching all the duplicate task under the template. It is not just regarding the number of duplicate tasks, even for classes having tasks count in hundreds also dealing with the same issue.

2. For few classes , when the duplicate task is published , its showing 0 in the de-duplicate template dashboard , even though no filter conditions given in the filter , even though hundreds and thousands of duplicate tasks are existing for those classes

What could be the reason?

Note: There are no archived or deleted cis in the duplicate tasks

[Bhargavi Patel]

Hi @roobanb 

Possible reasons:

1. IRE/Identification Rules – Only CIs that match the active identification rules are included. Some duplicate tasks may not qualify.
2. Template Scope – The de-duplicate template processes only supported/eligible duplicate tasks, not every task in the table.
3. Task Status – Some duplicate tasks may already be in a non-eligible state (resolved, ignored, in progress, etc.).
4. Class Eligibility – Some CI classes may not be supported by the de-duplication template, resulting in 0 tasks.
5. Data Quality Issues – Missing key identifiers or invalid CI relationships can prevent tasks from being picked up.
6. Platform Limitation/Defect – If multiple classes show the same behavior despite no filters and valid tasks, it could be a known product issue or bug in your ServiceNow version.

Recommendation: Verify task states, class support, IRE identification rules, and check the system logs. If everything looks correct, raise a ServiceNow support case as this may be a platform defect.