Persisting Duplicate info message

[EDCT]

Hi, I am wondering how to resolve/ remove an info message showing on my CIs “Info Message This CI is a duplicate of:” (I am not including the name of the CI it’s a duplicate of, for privacy)

In the example I’m looking at a Remediate Duplicate Task was generated on the basis that the serial number on 2 CIs were the same.

The original CI in this case was changed to a state of cancelled. My health Inclusion conditions exclude CIs which are in a state of cancelled. The task state was updated to Closed Complete with Active false.

The duplicate no longer shows in health results. Yet the info message still shows at the top of the CI.

Any advice on how this message would disappear normally and what may be stopping it for me would be appreciated.  

[CasperJT · Accepted solution]

Hi,

You can try checking if the CI on which you see the message there is a reference to another CI in the 'Duplicate of' field.

If so try removing the reference and the message should disappear.

If you retire duplicate CI's then consider setting 'Duplicate of' as blank as part of your remediation.

Hope this helps.

Best regards,

Casper

[EDCT]

Hi Casper, 

I can see in the history that on creation the Duplicate Of field was populated with the Sys ID of the other CI, however currently the Duplicate Of field is (empty).

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Correction, the Field was showing as empty as the name field is was empty on the other CI, I gave it a name, and the Duplicate Of Field now shows that name. 

Is the update of the Duplicate Of field something that should happen automatically out of the box, or how is this normally handled do you know?  

[EDCT]

I also note that as part of the remediation tool, the Duplicate Of field is not an option which can be updated. 

[CasperJT]

You are right. The remediation should automtically handle the 'duplicate_of' attribute, when running.

I don't see anything in the documentation that explicitly explains the behaviour you are seeing.

You can try checking out the docs site to see if anything matches the behaviour you experienced.

Duplicate CIs remediation (servicenow.com)

The message you see is the results of a client script that, as far as I can tell checks to see if the CI in question references another CI as its 'main'.

Client script: Duplicate CI Info Message

https://yourinstance.service-now.com/now/nav/ui/classic/params/target/sys_script_client.do%3Fsys_id%...