De-Duplication task erasing Hardware Asset

[wildturkey07]

I'm having an issue with de-duplication tasks. When our end user team creates a hardware asset, it automatically generates a CI for the asset. We have SG-Intune pulling in daily imports. This is generating de-duplication tasks on the CMDB_CI_COMPUTER table due to the serial numbers matching. We want the Intune crated record to be the source of truth but when you merge data from the asset created CI to the SG Intune created CI, you can carry everything over except the relationship to the asset. and due to the cascading rules , if I delete the duplicate CI, it deletes the asset. Is there a way to merge/delete the duplicate CI without erasing the asset record?

[AJ-TechTrek]

Hi @wildturkey07 ,

This is the OOB behaviour of ServiceNow, Might be some script or Business rule running.

Also in Merge attribute case , you no should not delete the Duplicate CI, You need to make the status No Operational or retired only, Then it should not not delete the Asset but that not the best Practice as If CI is duplicate then Duplicate Asset also available in Asset which also be remediate.

Refer the below article, may helps you.

https://www.servicenow.com/community/itom-articles/servicenow-duplicate-cis-solution-script-report/t...

Please appreciate the efforts of community contributors by marking appropriate response as Mark my Answer Helpful or Accept Solution this may help other community users to follow correct solution in future.

Thanks

Ajay Kumar

Linkedin Profile:- https://www.linkedin.com/in/ajay-kumar-66a91385/

ServiceNow Community Rising Star 2024

[mcarter89]

@wildturkey07 were you able to find a solution to this? I believe our problem is the same as yours. When we use the Duplicate Remediator, we can't merge the asset, which means the newly merged CI record can lose its link to its asset. I'm assuming we need to create a custom remediator, but I haven't started that work yet.

[mcarter89]

We are dealing with a similar issue. So far we have figured out that using the OOB remediator, we can choose the CI with the asset link as the main CI, and then manually merge field by field to make sure we get the needed data from the source of truth record. Then the record withOUT the link to the asset is the one that gets deleted, preserving the CI/asset connection.

This is slow going and we are hoping a custom remediator will be the solution, but what I've described is working in the meantime.