Seeking Guidance: Implementing Solution to Update CI Fields

[Eugene10]

Hi everyone,

I'm seeking guidance on implementing a solution to update certain fields of Configuration Items (CIs).

Here's the scenario:

We have Windows servers with some empty fields, specifically the "Location" and "Install Date" fields.

These servers are managed by the WinSupportGroup, which only has read access to CIs.

The proposed idea is to monitor similar CIs with irrelevant field values and assign incidents/inc.tasks/etc. or other actions to the WinSupportTeam. This group will provide the necessary information and then hand over the incident/inc.task/etc. to the appropriate CMDBWinTeam with write access.

Do you have any recommendations or best practices on how to approach this in a more structured and efficient manner?

For example, should we initially create an incident, then incident tasks for the WinSupportTeam, followed by actions for the CMDBWinTeam?

Looking forward to your insights and suggestions.

Thanks

[AJ-TechTrek]

Hi @Eugene10 ,

To maintain and update the CMDB , you can use the CMDB Data Certification task and assign to the mentioned team and once they provide the information on that Data certification task , Then can be updated the CMDB Owner or CMDBWinTeam,

https://docs.servicenow.com/bundle/washingtondc-application-portfolio-management/page/product/applic...

Please appreciate the efforts of community contributors by marking appropriate response as Mark my Answer Helpful or Accept Solution this may help other community users to follow correct solution in future.

Thanks

AJ

Linkedin Profile:- https://www.linkedin.com/in/ajay-kumar-66a91385/

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[Ashok Sasidhara]

If there are many such records with empty or incorrect values, it would be better to collect the data from the WinSupportGroup and then get it updated in bulk by the CMDBWinTeam as a one time activity. You can use a requested item to track this activity (Use any catalog item related to CMDB data update or use a generic one if you don't have such catalog items). 

After that, make use of data certification tasks assigned to WinSupportGroup for the ongoing data validation and correction for such fields.

[SteveMacWWT]

If your company is not ready for CMDB Data Certification yet, after the bulk update that @Ashok Sasidhara suggested, I would have that Catalog Item, and then an 'approval' from the CMDB team. Once that is approved, the update would happen automatically. This way the CMDB team is still in control, but there is no need to manually make updates.