Hardware status and Substatus OR Install status on CI-classes with Hardware devices

[Ed Laar]

Hi,

I am facing a possible issue in the use of Hardware status and Substatus versus Install status. Following the documentation Hardware status and Substatus should be used on CI-classes that contain hardware CI's while Install status should be used in classes containing non-hardware CI's. So far perfectly fine.

But: On several CI-classes this is OOB not the case.

Example: On cmdb_ci_display_hardware, Hardware status and Substatus are not available, even so on cmdb_ci_ip_phone.

What is the best way to do in these cases? Add Hardware status and Substatus (but they will be added as customized fields) or leave it as-is (but this is causing confusions)

Any suggestions? What do you do in such cases?

Grtz,

Ed

[Ed Laar]

Thanks Kilo Sage for your comprehensive reaction; really appreciate it. We will start re-considering the Hardware Status and Substatus and propose to move to Install status only.

Do you have by the way the mentioned ServiceNow KA on-hand regarding this??

Grtz,

Ed

[Christine13]

Here is a link to the KB that talks about updating the AssetAndCISynchronizer Script due to the issue. 

Install Status for Hardware CIs (e.g. Pending Install) is mapped from Asset to CI but not mapped fro...