When establishing connections between ServiceNow instances, seemingly minor configuration details can create unexpected roadblocks. I recently encountered a perplexing issue during Service Bridge setup that revealed an important relationship between Data Normalization services and the Service Bridge registration process.
The Scenario
I was tasked with establishing a Service Bridge connection between two ServiceNow instances. Both environments had the necessary company records properly configured in their respective core_company tables, visible through standard list views. The initial "Consumer Registration" process on the source instance proceeded smoothly - I selected the required company, user and the target instance URL, then submitted the onboarding request.
However, when I followed the generated link to complete the registration on the target instance, I encountered an unexpected problem: the required company was completely absent from the selection dropdown in the registration form.
The Investigation
After exhausting standard troubleshooting approaches, I decided to examine the form's field configuration more closely. This revealed a critical insight:
The "Company" field on the Service Bridge registration form uses a dynamic reference qualifier
This qualifier calls a function in an OOTB script include that checks for the system property glide.cmdb.canonical.company.qualifier.enabled
When this property is set to "true," the reference qualifier on the core_company table becomes canonical=true
This meant the form was only displaying companies flagged as "canonical" in the system.
The Root Cause
The customer had recently implemented Data Normalization Services for their ITOM implementation, including custom Company Normalization mappings for the target company and its variants. Upon checking the core_company record, I confirmed the company was not marked as canonical=true (displayed as "Normalized" in list views).
The Solution
To resolve this issue, I implemented the following steps:
Removed the required company name and its variants from the existing custom Company Normalization Mappings
Created a fresh normalization mapping specifically for this company
Ran the "Normalize Configuration Items (CMDB) Model" step via the "Normalization Services > Guided Setup" Playbook
After the normalization job completed, I verified the company was now properly marked as canonical=true. When returning to the Service Bridge registration form, the company appeared in the dropdown and was selectable as expected.
Key Takeaways
Service Bridge Registration Forms Filter Companies: When the glide.cmdb.canonical.company.qualifier.enabled property is set to "true," only companies marked as canonical will appear in registration forms.
Data Normalization Impacts Canonical Flags: Implementing Data Normalization Services, particularly with custom company mappings, can affect which companies are marked as canonical.
Verification is Essential: When troubleshooting Service Bridge registration issues, verify the canonical status of companies in the core_company table (look for the "Normalized" field in list views).
Solution Approach: If a company is missing from registration forms, check normalization mappings and run the CMDB normalization process to ensure proper canonical flagging.
This experience highlights how ServiceNow's interconnected features can sometimes create unexpected dependencies. Understanding these relationships is crucial for successful implementation and troubleshooting of ServiceNow's more complex capabilities.
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