Create a Report on Duplicate Records in Servicenow

[Suvetha S]

Hi All,

We are currently facing Duplicate records in Server table based on differnt Serial Number Type from Discovery and Solarwinds SG connector. Discovery is creating a server record with Serial Number type as BIOS whereas Solarwinds is creating another CI record with the same host/Ip address but with System Serial Number. Reached out to Solarwinds team and they confirmed that its default setting from Solarwinds and cant update. We have Name+Serial Number combination as Unique Identifier and IRE is not detecting the duplicates which follows the above pattern. Is there a way we can stop it from being created or by any chance we can a pull  a report to see these type of CI's? Thanks

[Sangeeta Das]

Hi Suvetha S ,

Perhaps these steps you can perform to identify the issue( if not already done) . It seems you are using 2 Discovery sources to bring Server data( Servicenow Discovery and Solarwinds). Have you checked the current Reconciliation rules in CI Class Manager?

Higher Priority = Lowest Order | Example with an order of 100 means thats a higher priority. 

1) You may have to check both Identification and Reconcilliation Rules defined in the CI class Manager

  a) Does your current Identification Rules (in CI Class Manager) has 2 types of rules defined aka one as to match with Serial Number = System Serial Number  and the other Serial Number = BIOS? Check that section to see if you can find any clue . we can control Duplicate CI creation by using identification rules. Have you defined any specific "priority" in the default Hardware Rule ??  Also have you check if the CI is getting inserted first ( by which source ? ) and then getting updated ( by which source? ). Check their priority. 

b)  Then you can also check in the current  Reconcilliation  rules which are used to manage and prioritize updates to CIs within the CMDB. These rules specify which discovery sources are authorized to update certain CI attributes and prevent unauthorized sources from overwriting these values. again, without prioritization, data can get overwritten by multiple data sources. 

c) Also check the Data Refresh Rules within Reconcilliation section - the data refresh rule has way to define if a CI should get udpated by its defined Priority.

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Other helpful resources :

if your organisation has enabled CMDB 360/Multisource CMDB  which helps in retaining complete history about discovery sources and proposed values, involved in updates of CI attributes. This can be accessed via CMDB workspace. Without a CMDB 360/Multisource CMDB, details about the lower-priority discovery sources whose values were rejected, are discarded and lost therefore making it practically impossible to identify CI attribute values that come in from lower priority data sources. 

Hope this helps and good luck with the investigation and problem solving.

if its helps you can provide help me with a thumbs up ! 

Regards

Sangeeta