Serial number not unique in SCCM import

[Gopi22]

Hi Everyone, 

We have implemented SCCM integration in our SNOW instance. We have noticed an issue in the import that, the serial number (and hence other details) of a computer is getting overwritten through each import and the same record is being updated multiple times in a week with different serial number. 

Did anyone face this issue ? Please share pointers if any. 

Note: Serial number is not unique field mapping in our implementation.

Thanks,

Gopi

[Community Alums]

Hi @Gopi22 ,

Please go through this thread: https://www.servicenow.com/community/cmdb-forum/how-to-use-quot-name-quot-field-instead-quot-serialn...

[Amit Gujarathi]

HI @Gopi22 ,
I trust you are doing great.

1. Identify the source of the multiple serial number imports and the corresponding SCCM data.
2. Determine the logic for selecting the appropriate serial number to update or insert into ServiceNow.
3. Create a script (Business Rule or Script Include) to handle the import process and perform the necessary checks and updates.
4. The script should query the existing computer records in ServiceNow based on a unique identifier other than the serial number, such as the hostname or MAC address.
5. Compare the imported serial number with the existing records and decide whether to update the serial number or create a new record.
6. If the serial number matches an existing record, update the necessary fields (if any changes are detected) but do not overwrite the entire record.
7. If the serial number does not match any existing records, create a new computer record with the imported details.
8. Ensure that the script includes appropriate error handling to handle any exceptions that may occur during the import process.