CMDB Identification and Reconciliation

[Mark Wood]

Hello Experts,

I have two data sources for the Reconciliation rule SG-Work and import set SG-work has priority 100 and import set has priority 200.

I have configured the reconciliation rule for all attributes.

I am trying to update the serial number using import for one CI record whose discovery source is SG-work.

when I am trying to update the serial number it is not updating the serial number which is expected behavior but that ci record's discovery source is getting changed to import set which should not happen. can anyone please guide me is it expected behavior that the discovery source changes every time or not? Thank You.

[Ramesh Lohar]

The behavior you're experiencing is not expected. The Discovery Source of a Configuration Item (CI) should not change unless the new data source has a higher priority. Here are some points to consider:

- The Reconciliation Engine in ServiceNow uses the priority of the data sources to determine which data to accept when there are conflicts. The data source with the highest priority (lowest numerical value) wins.
- In your case, SG-Work has a higher priority (100) than the Import Set (200). Therefore, the serial number should not be updated by the Import Set if it conflicts with the data from SG-Work.
- The Discovery Source of a CI should only change if the new data source has a higher priority. In your case, the Discovery Source should not change to Import Set because it has a lower priority than SG-Work.
- If the Discovery Source is changing, it could be due to a misconfiguration in your Reconciliation Rules or Data Sources. You should review these settings to ensure they are correct.
- If you're still experiencing issues, you may need to contact ServiceNow Support for further assistance.

Here are some steps to troubleshoot:

1. Check the priority of your data sources. Ensure that SG-Work has a higher priority than the Import Set.
2. Review your Reconciliation Rules. Make sure they are configured correctly and that they are not causing the Discovery Source to change.
3. Test with a different CI. See if the same issue occurs with other CIs.
4. Contact ServiceNow Support. If you're still experiencing issues, you may need to get help from ServiceNow Support.

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[Dr Atul G- LNG]

@AJ-TechTrek can you help here. 

[AJ-TechTrek]

Hi @Mark Wood 

This is not the expected behaviour, also can you please check the History of the CI , which is update.

Also check the reconciliation rule of Import set, Serial Number is added  .

If possible please share the screenshot of reconciliation rule.

Please appreciate the efforts of community contributors by marking appropriate response as Mark my Answer Helpful or Accept Solution this may help other community users to follow correct solution in future.

Thanks

AJ

Linkedin Profile:- https://www.linkedin.com/in/ajay-kumar-66a91385/

[Mark Wood]

Hello @AJ-TechTrek,

I have attached a screenshot of the reconciliation rules. Please review it and let me know if you require
any further information from me. Thank you for your assistance.