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CMDB updates and reconciliation behavior

Tresselt
Tera Expert

Hello!

I have a scenario with two data sources:

  • Source A -> Reports on the operational status of a CI

  • Source B -> Reports additional details about the CI, but does not provide lifecycle/operational status information

Here’s what I’m seeing:

  • Source A last reported 1 year ago, with operational status = Operational.

  • I’ve set up a custom rule: if a CI hasn’t been discovered by Source A within 60 days, it should be set to Retired.

  • This part works fine.

However, when integration from Source B runs, the CI’s operational status unexpectedly changes back to Operational, even though Source B has no mapping to that field.

My suspicion: ServiceNow is pulling the last known value from cmdb_multisource_data, effectively reusing Source A’s old record when Source B updates the CI. This is problematic, since that record is very outdated.

I’m considering whether Data Refresh Rules might help here, but since Source B has no reconciliation rule for operational status, there’s no “lower priority” source compared to A.

10 REPLIES 10

Nehal Dhuri
Mega Sage

have you tried by creating reconcilation rule for operational status field?

Please hit like and mark my response as correct if that helps

I havent, and maybe something to look at. But source B will always report null value on operational status.

I am just wondering if its really the case that a year old multisource record really overwrites the CMDB value. Sounds really strange. But I have verified that CMDB value is retired, trigger Source B which has no mapping or no value of operational status, and the CI changes back to operational.

I think you should try by creating a reconciliation rule, and also the solution suggested by Pratiksha

Please hit like and mark my response as correct if that helps

Bhuvan
Mega Patron

@Tresselt 

 

Create a Reconciliation rule for Operational Status field so that only Source A is allowed to populate the attribute.

 

Below is sample for reference

Bhuvan_0-1757932741797.png

Bhuvan_1-1757932762023.png

Bhuvan_2-1757932791726.png

As per community guidelines, you can accept more than one answer as accepted solution. If my response helped to answer your query, please mark it helpful & accept the solution.

 

Thanks,

Bhuvan