Duplicate CIs in search field

[Daniel Grande]

Hello,

We are having an issue of duplicate CIs showing up for users on Changes, problems, and Incidents and I am wondering what the best way around this is. For example when a user submits a problem for Adobe we currently have several Adobe CIs in our Software table all with different versions. The user does not know which CI to choose and it is clouding our reporting on CIs with the most problems incidents changes ect. See screen ship below for example. I am just wondering what is the best way to clean this up. Do I run filtering on the CI search or is there a way to clean up the software CIs so I am not getting so many duplicates. 

[Danish Bhairag2]

Hi @Daniel Grande ,

It's not that easy as it looks , I mean as there are many duplicates for a same record u need to first identify which is the correct entry among those n how did the rest of the entries came in, was it discovery? Or via SCCM? Or manual Bulk load.

You need to identify/ define the uniqueness for a table once identified u can retire all the ones & also put a filter on the CI field for a respective form stating operation status is not Retire. U need to find the root cause of the duplicates getting generated n try to fix that , reason being if u don't tomorrow whenever discovery or SCCM runs it will either re update those CI's made as retired or create a new 1.

Thanks,

Danish

[Daniel Grande]

Hello @Danish Bhairag2 ,

These records are being pulled in from SCCM nightly. They are all correct as we have many versions of softwares downloaded on our devices. So picking which one is right will not be that easy. I thought about retiring but like you mentioned they will possibly be updated or re created once SCCM import runs again. 

My thought was to retire all instances that are not being discovered anymore which would bring the number of duplicates down but this would still not solve the problem. Is their a table that I am missing somewhere it almost feels like Adobe should be in a parent table and the unique installs/versions of adobe should be in a child table. If that were the case I could filter out the child table and only keep the main parent table. 

If this is not the case maybe there is way to define a new table this way?