CMDB Import - Asset Record Created but CI Not Created for Certain Classes (Suspected Model Category

pallavis5429050
Tera Contributor

yesterday

Hi Community,

I'm facing an issue while importing CMDB data from Excel into ServiceNow and would appreciate any guidance.

Environment

  • Importing CI data from multiple Excel files (different CMDB classes).
  • Using Import Sets and Transform Maps.
  • Target table is alm_hardware

Issue

When I run the import:

  • The Asset record is created successfully.
  • The CI reference field on the Asset record gets populated.
  • However, the actual CI record is not created in the target CMDB table. Searching by Serial Number or Sys ID in the target CI table returns no record.

What I've Checked

  • Verified the Import Set completed successfully.
  • Verified the Transform Map mappings.
  • Confirmed mandatory fields are mapped.
  • Checked transform logs for errors.
  • Waited to ensure it wasn't an asynchronous CI creation process.
  • Verified the Asset record is created and linked to a CI sys_id, but no corresponding record exists in the CMDB class table.

Current Suspicion

We suspect the issue may be related to the Model Category configuration.

So we added/updated the Product models (mentioned in the excel file)  in the model category 

Questions

 

  • Has anyone encountered a similar issue where the Asset is created but the CI is not?
  • Can an incorrect Model Category cause this behavior?
  • Are there any specific logs or IRE diagnostics that should be checked to determine why the CI is not being inserted?
  • Is there any configuration related to Model Categories, IRE, or duplicate validation that I should verify?

 

 

  • Any lead and configuration would be appreciated asap as this is urgent.

Any suggestions or troubleshooting steps would be greatly appreciated.

Thank you!

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1 REPLY 1

pr8172510
Tera Guru

yesterday

Hi @pallavis5429050,

An incorrect Model Category can prevent the Asset from being associated with the expected CI class, but it is usually not the only cause of a missing CI.

 check

  • IRE Identification Logs to see whether the CI creation was rejected or matched to an existing record.

  • Product Model → Model Category mapping to ensure it points to the correct CMDB class.

  • Transform Map to verify the target class and required identification attributes are mapped correctly.

  • Identification Rules for the target CI class to ensure the required identifiers (for example, Serial Number) are present.

  • CMDB Data Manager / Duplicate detection if duplicate identification is suspected.


    Import Set
    ↓
    Transform Map
    ↓
    IRE Identification
    ↓
    CI Create / Match
    ↓
    Asset-CI Synchronization


IRE logs are the primary place to determine why a CI was not created or matched. I would start there before focusing only on the Model Category.

 

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