SG Workspace ONE Not Tagging Duplicate Handheld Device CIs
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3 weeks ago
Hi fellow developers,
I'm hoping someone can help me understand an issue I'm experiencing with SG Workspace ONE and CMDB duplicate detection.
I have several Handheld Device CIs that share the same serial number. When SG Workspace ONE runs against these records, I expect IRE flag them as duplicates and generate a de-duplication task. However, no duplicate task is being created.
To troubleshoot, I modified the Hardware Identification Rules and set Serial Number as the highest-priority identifier (order 50), but the behavior remains unchanged.
I'm currently unsure whether the issue is related to IRE, CMDB Health, or Workspace ONE discovery. Has anyone experienced something similar or knows what could be preventing the duplicate task from being created?
Any help or recommendations would be greatly appreciated. Thanks in advance!
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3 weeks ago
heck whether Workspace ONE is sending data through IRE. If it's updating CIs directly, duplicate detection won't be triggered.
Also, verify the Handheld Device identification rule and test it with Identification Simulation. Review the IRE logs to see how the serial number is being matched.
Finally, confirm that Duplicate Task creation is enabled for the Handheld Device class. This should help determine whether the issue is with IRE, duplicate management, or the Workspace ONE integration.
