Issue with CMDB Data Manager Dependent CI Retirement

Martijn Olthuis
Tera Contributor

2 hours ago

Hi ServiceNow Support,

We are experiencing an issue with CMDB Data Manager Dependent CI Retirement.

When we retire a parent CI, for example a Server CI, the dependent CIs are correctly identified and inserted into the CMDB Dependent CI Ledger table.

However, no Data Manager task or approval is generated for the dependent CIs that are present in the Ledger table. As a result, the dependent CIs remain active and are not retired.

We have configured the dependent CI retirement setup according to the ServiceNow documentation.

Issue summary:
- Parent CI retirement via CMDB Data Manager works as expected.
- Dependent CIs are detected and inserted into the CMDB Dependent CI Ledger table.
- Ledger records are created for dependent CIs such as Network Adapter / Disk / File System.
- The Ledger records appear to be in Ready state.
- No task or approval is generated for these Ledger records.
- The dependent CIs are not retired.
- We tested both with approvals enabled and disabled.
- The same configuration appears to work in my PDI, but not in this customer instance.

Expected result:
When the parent CI is retired through CMDB Data Manager and dependent CI management is configured, the dependent CIs listed in the CMDB Dependent CI Ledger should be processed and retired according to the applicable Retirement Definition.

Actual result:
The dependent CIs are inserted into the Ledger table, but no follow-up task/approval is created and the dependent CIs are not retired.

Configuration already checked:
- CMDB Data Manager Retire Policy exists.
- Policy type is Retire.
- Subflow is Retire Configuration Items.
- Retirement Definition is active.
- A general Retirement Definition exists on Configuration Item [cmdb_ci].
- Dependent CI definitions / relationships have been configured.
- Tested with and without approvals.
- Parent CI retirement works.
- Dependent CIs are visible in the CMDB Dependent CI Ledger table.

Question:
Can you please help us determine why the dependent CIs in the Ledger table are not being processed into tasks/approvals and why they are not being retired?

Could you also confirm whether dependent CIs in the Ledger table are expected to generate separate Data Manager tasks/approvals, or whether they should be processed under the parent CI retirement task?

Can you please help us with his?

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pr8172510
Tera Guru

2 hours ago

Hi @Martijn Olthuis,

 

dependent CIs identified during retirement are first written to the CMDB Dependent CI Ledger and then processed by the retirement workflow based on the configured Retirement Definitions and Dependent CI Management settings.

 

Since-->

  • Parent CI retirement is working.
  • Dependent CIs are being created in the CMDB Dependent CI Ledger.
  • Ledger records remain in Ready state.
  • No follow-up processing occurs.

this suggests that the ledger entries are not being picked up by the subsequent retirement processing.

check For -->

  1. Retirement Definitions
    • Verify that active retirement definitions exist for the dependent CI classes (not just cmdb_ci).
  2. CMDB Data Manager Scheduled Jobs
    • Ensure the CMDB Data Manager scheduled jobs responsible for retirement processing are active and completing successfully.
  3. Flow Designer Executions
    • Review executions of the Retire Configuration Items subflow and related CMDB Data Manager flows for errors.
  4. System Logs
    • Check System Logs and Flow logs for exceptions occurring after the ledger records are created.

Regarding your question about approvals/tasks-->

 
dependent CIs are processed through the retirement framework after being added to the ledger.
Whether separate approvals/tasks are generated depends on the configured retirement definitions and approval settings.
The key issue here is that the ledger records do not appear to be progressing beyond the Ready state.

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