Hi everyone,
I’m working on a scenario in ServiceNow ITAM (HAM + Intune integration) and need some guidance.
Current Behavior:
- During migration from one ServiceNow instance to a new instance, some records were manually inserted into the cmdb_serial_number table. At that time, model names were not set correctly, so corresponding CI records were not created in the cmdb_serial_number table or associated with these migrated hardware records.
- To fix this, I ran scripts to correct the models, associate them with the manual hardware records, and also created the missing CI records in the cmdb_serial_number table.
- The issue now is that after correcting the models and creating the CIs, duplicates are being generated for the same serial numbers. Upon investigating the IRE rules, I found one rule:
- Type: Lookup
- Lookup Table: cmdb_serial_number
- Criterion Attributes: Serial Number, Serial Number Type
Question:
Should we manually create the missing serial numbers in the cmdb_serial_number table to resolve this, or is there a better approach to prevent duplicates in this scenario?
Any guidance or best practices would be greatly appreciated!
