Service Discovery not working

[Asmita20]

I created a service discovery using a service attribute and applied a filter on the serial number, but it is not working. Please suggest what I should do.

[KanteS]

Hi,

If the serial number filter in Service Discovery is not working, the issue is usually with data retrieval or identification logic.

Things to check:

1. Verify Serial Number Retrieval
   Check the ECC Queue and confirm the serial number is actually being captured. If it’s not present, the filter will never work.
2. Check Identification Rules (IRE)
   The serial number must exactly match what exists in CMDB (no extra spaces or case differences).
   Also ensure the identification rule for that CI class includes serial number.
3. Validate Pattern / Attribute Mapping
   Run Discovery in Debug mode and confirm the serial number is being mapped correctly (e.g., $serial_number).
4. Permissions / Access
   Make sure credentials used by MID Server have access to fetch hardware details (WMI/SNMP/Linux commands like dmidecode).

If the serial number is not coming from the source or not mapped correctly, the filter will not work.

If this helped, please give a like and mark it as the solution.

[Tanushree Maiti]

Hi @Asmita20 

1) Check your IRE rule:

Go to CI Class Manager -> <your Class> -> Identification Rules.

If "Serial Number" is not a high-priority identifier, the system might be matching on Name instead,

might bypass your filter logic

2) Run the discovery in Debug Mode to see exactly what value is being returned in the Identification phase.

Open identification section and click on patter debug mode. Provide the IP address and mid server and start.

From there do step by step debugging in which step serial number data is receive and in which step serial number is mapped to CMDB table (Refer: https://www.servicenow.com/community/itom-forum/missing-serial-numbers-for-windows-servers-and-netwo...)

3) Ensure Mid server is up and running fine

4) you have correct credential with proper permission