We are using the Service Graph Connector for Microsoft Intune to import device data into ServiceNow.
We observed that the connector is creating duplicate Product Model records for the same hardware model. The model value received from Intune is being populated in the Name field of the Product Model, while the Model number field remains empty.
We would like to understand:
- Why are duplicate Product Model records being created for the same manufacturer/model?
- Is this expected OOB behavior of the Intune Service Graph Connector?
- How does the connector identify an existing Product Model before creating a new one?
- Is there a recommended OOB configuration or mapping to prevent duplicate Product Models?
- Should the Intune model value be stored in Product Model → Name or Model number?
