Asset in HW Database doesnt have CI aligned

[shelley0366]

Hi

We have an asset in our HW Database that currently does not have a CI assigned, therefore our service desk cannot select the device, when a user raises a ticket.

When trying to allocate the CI to the Asset, Service Now is responding with the following message 

Changing the CI Class after creation is Not allowed.

But its never had a CI for some reason assigned

Is this correct OOB functionality  

[Ashok Sasidhara]

Open the Model ID 'Inelo Stocerz SP. J. Tacho Device'. Can you tell what is the model category populated for it? Is it Tacho only?

Also open the record named 'Tacho' from 'Model categories' table. What is populated in the 'CI class' and 'Asset class' fields?

If I get answers to the 2 questions mentioned above, most probably the root cause and solution can be identified. 

[shelley0366]

Hi

There will be certain elements of service now that I dont have access too

As previously advised 

Under the Model Categories table of what I can see is a per the previous response

CI Is Empty and I have provided the Asset details. 

See below attachments 

Its only Tacho that is affected 

If these are not what you require then I dont have the admin access to view them 

[Ashok Sasidhara · Accepted solution]

The issue is because the model category Tacho has no CI class associated with it. The CI class and Asset class of a model category can only be set during the creation of the model category. So it is better to raise a hi-ticket and get suggestions from ServiceNow about how to proceed.