ServiceNow CI Duplicates: Help me understand !
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3 weeks ago
Hello friends,
I am struggling to understand duplicate CIs detection in ServiceNow CMDB.
I can see that duplicate_of field is populated on newer duplicate CI. and i read the same in ServiceNow documentation as stated here.
But today, i came across very peculiar use case, where I could see that my duplicate CI is OLD CI which is retired but supposed be Main CI.
Any idea? Does Retired Operational Status matter?
Thanks in advance,
Rahul
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3 weeks ago
I believe that, by default, the completeness rule considers retired CIs as well when calculating duplicates. If you don’t want them included, you need to exclude the retired CIs in the CI Health inclusion rule.
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2 weeks ago
This guy has the right idea. ServiceNow doesn't know what lifecycle you're using so, by default (out of the box) the de-duplication rules are not dependent of lifecycle status. You have to configure ServiceNow so that de-duplication depends on lifecycle status. And you also have to ensure what ServiceNow is marking as a duplicate is an attribute duplicate in your Data Dictionary.
Not the ServiceNow Data Dictionary, but yours. The ServiceNow Data Dictionary does not include things like Business Importance of the attribute, Last Audit Data of the attribute, who in your organization consumes the data, who in your organization updates the data (if it is not auto-discovered), etc. So you should also compare whatever ServiceNow says is a duplicate to your Data Dictionary.
