Discovered item not being mapped to the correct CI

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Blackcat10
Tera Contributor

yesterday

Hi,

I have the discovered item table where the CI are stored and with the help of the lookup rules they are matched against a custom table that has the CIs that are ingested.. The logic is to pick up the state that is operational (which we have on the lookup rule script)... 

The issue is that the lookup rule works seamlessly in dev instance but not on the test one..

Can anyone please help with where and what i can investigate?

Thanks

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vaishali231
Mega Sage

yesterday

Hey @Blackcat10 

I would suggest taking one CI that works in DEV and tracing the same record in TEST.

  1. Open the Lookup Rule in both instances and compare the script, conditions, order, and active status.
  2. Check the Discovered Item record in TEST and verify that the CI fields contain the expected values.
  3. Open the corresponding record in the custom CI table and confirm that the matching CI exists.
  4. Verify the actual stored value of the operational state in both instances, not just the displayed label.
  5. Add temporary logging in the lookup rule script to check whether it executes, whether the operational state condition passes, and how many records the custom table query returns.
  6. Check System Logs > All in TEST immediately after reproducing the issue for any script errors.
  7. Compare the dependent configurations and data between DEV and TEST, especially Script Includes, choice values, system properties, and application scope permissions.

I would particularly focus on comparing the same CI and query results in both environments. That should help identify whether the issue is with the lookup logic, underlying data, or instance configuration.

 

*************************************************************************************************************************************

If this response helps, please mark it as Accept as Solution and Helpful.

Doing so helps others in the community and encourages me to keep contributing.

Regards

Vaishali Singh
Linkedin - https://www.linkedin.com/in/vaishali-singh-2273361bb

 

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vaishali231
Mega Sage

yesterday

Hey @Blackcat10 

I would suggest taking one CI that works in DEV and tracing the same record in TEST.

  1. Open the Lookup Rule in both instances and compare the script, conditions, order, and active status.
  2. Check the Discovered Item record in TEST and verify that the CI fields contain the expected values.
  3. Open the corresponding record in the custom CI table and confirm that the matching CI exists.
  4. Verify the actual stored value of the operational state in both instances, not just the displayed label.
  5. Add temporary logging in the lookup rule script to check whether it executes, whether the operational state condition passes, and how many records the custom table query returns.
  6. Check System Logs > All in TEST immediately after reproducing the issue for any script errors.
  7. Compare the dependent configurations and data between DEV and TEST, especially Script Includes, choice values, system properties, and application scope permissions.

I would particularly focus on comparing the same CI and query results in both environments. That should help identify whether the issue is with the lookup logic, underlying data, or instance configuration.

 

*************************************************************************************************************************************

If this response helps, please mark it as Accept as Solution and Helpful.

Doing so helps others in the community and encourages me to keep contributing.

Regards

Vaishali Singh
Linkedin - https://www.linkedin.com/in/vaishali-singh-2273361bb