Identification rule not working

[sry]

Hi, we are working on Armis-ServiceNow integration. we have observed an issue during Identification.

1) we import a Server CI into cmdb.

2) we change mac_address manually.

3) we import the same server CI into cmdb with original mac_address.

During the 3rd step the system is no updating the mac_address as it supposed to over write the manual change.

This issue is not reflecting on computer class CIs. the identification working on computer class but not on server class. both computer and server have the same Identification rules. please help us why the server CI is not identified by IRE rules.

please help us.

Thanks,

Sry

[VikMach]

Open those payload records to analyze below steps.

1) If you have received the data from Armis, then you need to locate the import set record and check the logs for number of attributes received through the SGC. See if the log shows for MAC Address attribute targetting to mac_address field of CMDB Server table.
2) If you see the MAC Address in the import logs then check the transform map that transforms the data into Target Server table whether the field for MAC Address is mapped or not. If it is mapped and still data is not getting updated then you need to adjust the mapping into transform map.
3) If you have not received the data from Armis at all then you need to configure the attribute for MAC Address.

If none of the above option works then you need to contact customer service for Armis. ServiceNow won't support this app. Contact is available in the Store.

[sry]

Hi Vikas, 

1) we do see mac_address in the payload and it is target to hardware table.

2) i see mac_address is in the import logs. i checked transform map that transforms into hardware table.

3) we are receiving the data from Armis.

my point is even though data coming from Armis, servicenow is responsible for IRE rules right! so the Identification part should be working irrespective of Discovery source.

Thanks,

sry

[VikMach]

On your point about - "my point is even though data coming from Armis, servicenow is responsible for IRE rules right! so the Identification part should be working irrespective of Discovery source."

Answer - I just checked the Script Include called "CMDBDynamicIREProcessor". This script does the dynamic IRE processing. As you see in the snip from Script Include, ServiceNow has not added mac_address in the cmdb_ci_win_server table. If you search the field name mac_address in the script you will see that it it matched in cmdb_ci_network_adapter table. (This is what I commented in the first reply). IRE is same for all sources, whether you use SGC or Discovery. It is just that reconciliation adds another layer of filter to allow or reject certain transformation after identification stage. Please check how many sources your instance is configured to pull the data into CMDB Server table. "If" it is more than one, then decide which can update what. If it is not configured at all then, ensure you select the right "reconciliation" source for data mapping into CMDB Server Table. I hope it helps to understand the stages.

P.S - As you mentioned mac_address is pointing to hardware table and not to the network adapter or Server table, so I don't think IRE will work automatically to fetch and set the attribute in the CMDB Server table. You need to manually adjust the mapping based on how SGC is configured.

[sry]

Hi Vikas, thank you for the reply.

we see there are Reconciliation rules on server class. one of them i have created with highest priority for "Armis" discovery source. 

thank you for sharing the installation document.

Thanks,

Sry

[VikMach]

Ok, if you have reconciliation rule for Server class then did you check if all attributes are mapped or only few selected ones?
Also, is your import set table picking mac_address value for Server class? Is it mapped to Server class?