Multisource: CI discovery source is populated with no entries in cmdb_multisource_data

[Jacques Clement]

Hi - I am working on a large CMDB with Multisource enabled. CIs are populated using different sources and in most cases the cmdb_multisource_data is properly updated with Discovery source containing the last contributing source.

However I also came across Configuration Items where the Discovery Source field is populated, but there are no corresponding entries in cmdb_multisource_data. This is not rare and one example is with Discovery source = ServiceNow.

I understand that if a source does not go via the IRE API to insert/update CIs, then cmdb_multisource_data cannot be updated, but I can point to scenarios where the source was processed via IntegrationHub ETL, SG Connector or ServiceNow Discovery. In this case it certainly went through IRE but I still see this problem.

Has anyone seen the same problem? Am I missing something?

Thanks.

[Sandeep90]

Is multisource enabled ? please check this link https://www.servicenow.com/docs/bundle/xanadu-servicenow-platform/page/product/configuration-managem...

If its enabled and if you are missing only data for some classes then please check if its in deny class by going to cmdb_multisource_deny_class . Classes in this table are denied from writing data to multisource as they insert large ephemeral data. 

[scottl]

Yes it is enabled. And no, the Computer table is not being denied.  Even thou the record states it was updated in the History/Audit by "the system", yet the data 360 record does not reflect the update.

Now correct me if I'm wrong, isn't that the whole point of the concept behind the Data 360, to know what was passed into the record, and updated by Discovery?

[Sandeep90]

Yes, it should always update the CMDB 360 record with the latest passed value which is stored in json blob. 

[scottl]

And yet it does not, and if there are even changes in the JSON payload sometimes it doesn't update the record, like in an update to the assigned_to, even when the user record exists and is active, it doesn't update the record.  

And lets not begin to mention empty values, which are valid values in a payload, yet someone at SN decided that the IRE was going to just ignore those values.    

[Sandeep90]

Without looking at more details probably will not be able to debug further, please reach to support to troubleshoot further on this. 

Empty values are always ignored as we don't want to override existing values with empty.