Asset & CI sync issue

[Daniel Plunket1]

Hi all, I'm running into an issue and wondering if anyone has seen this before and why this might be happening.

Here's the scenario:

1. Enforce CI verification is turned on for windows servers

2. New Windows server was created with a serial number and product model. No asset has been auto-created

3. Create a new Windows Server hardware asset with the same product model and serial number. I'm noticing that a new CI is being created with the same serial number rather than merging with the existing CI created in step 2.

I would assume that since the CIs are being passed through the IRE, it would update an existing CI rather than trying to create a new one. The duplicate CIs have to be manually merged.

[Vishnu-K]

Hi @Daniel Plunket1 ,

This is not the case. Below is the detailed flow that ServiceNow follows when you attempt to create a CI by creating an asset with values that already exist in ServiceNow.

1.When you create an asset then a Business Rule gets triggered (i.e Create CI on insert)

2.If no CI is directly linked on the form, the system proceeds to create a CI by invoking the method in the AssetAndCI Script Include. In this process, the ciClass is derived from the selected model category. Therefore, while selecting the model category, it is important to ensure that it matches the category of the CI that already exists.

3.Then it checks for creating the CI using IRE  or not using IRE. 

4.Then IRE  in the script include AssetCMDBUtil will check the data and if it find match then it will throw an error as shown in the below image.

This the flow ,i think in your case you might have selected a different model category or any thing would be miss aligned so a duplicate got created.

Hope this helps you, Please do mark it as helpful . And accept the solution.

Thanks,

Vishnu.

[Daniel Plunket1 · Accepted solution]

I think I figured out the issue. There's a system property called "glide.asset.create_ci_with_ire" that isn't turned on in the instance