getting error message

[NIRANJANAH]

i am getting this error message in the change request, not for all the time but some time here and there. And i observed it is coming most of the times at Access state only.

I have attached the screenshot of the error message, please have a look on it.

Please give me the solution for this error and i need why this error is coming and how can i fix this issue.

[ChiranjeeviR]

Hi @NIRANJANAH ,

The error message you're seeing is:

Rule entry under cmdb_ci_hardware identifier using non-existent table is ignored during identification!

What this means

This message is generated during CI (Configuration Item) identification and reconciliation in ServiceNow's Identification and Reconciliation Engine (IRE). Specifically, it means:

• There is a rule in the identification rule for the cmdb_ci_hardware table that refers to a table that no longer exists in your instance.
• When IRE attempts to match or identify a CI (most likely triggered during Discovery or integration), it references that rule and ignores it because the related table can't be found.

Why it appears during the 'Assess' state

In many ITSM workflows, including Change Management:

• During the Assess phase, systems may automatically attempt to identify related CIs.
• This can trigger the identification rules, especially if there is some script or business rule that fetches CI relationships.

Since your issue happens intermittently, it's likely tied to specific CI types or payloads being evaluated — some may be triggering this faulty rule.

How to fix it

Step 1: Identify the faulty rule

1. Go to Identification Rules in your ServiceNow instance:
• Navigate to: System Definition > Identification Rules
• Look for the rule on the table: cmdb_ci_hardware
2. Open the rule and check all entries in the "Identifier Entries" related list.
3. Look for any entry that references a table which no longer exists in your instance. The name might be a custom table or an old plugin that was removed.

Step 2: Correct or remove the broken entry

• If the table referenced is no longer needed, delete the identifier entry.
• If the table should exist, ensure the table was not accidentally deleted or check whether a plugin dependency is missing.
• If the table is part of a plugin, re-activating that plugin might help.

Step 3: Test the rule

• Once corrected, re-test the identification process by:
• Simulating a CI discovery or re-running the Change flow that caused the error.

Thanks and Regards,

Chiranjeevi R🇮🇳

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