Guidance on Handling Duplicate CI and Asset Records

[PrajjvalG]

Hi everyone,

I’m working on a scenario in ServiceNow ITAM (HAM + Intune integration) and need some guidance.

Current Behavior:

1. During migration from one ServiceNow instance to a new instance, some records were manually inserted into the alm_hardware table. At that time, model names were not set correctly, so corresponding CI records were not created in the cmdb_ci_computer table or associated with these migrated hardware records.

2. 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_ci_computer table.

3. 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

   When I checked this table, I could not find my migrated serial numbers. I believe this is why, when Intune brings the same serial numbers from the environment, it treats them as new CIs. This leads to duplicate CI creation and also creates duplicate assets.

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!