SG Intune Inserting New computer devices instead of updating existing devices based on Serial Number

Moin Kazi
Kilo Sage
Kilo Sage

‎12-17-2023 10:51 PM

We have setup integration between ServiceNow and sg-Intune through service graph connection Microsoft Intune plugin. and in the robust transform map we did the required field mapping. Now I want to update existing computer devices if serial number matches. but instead of updating, robust transform inserting new computer device in ServiceNow.

How can I fix this issue. Please anyone can help me to fix this issue.

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Ashok Sasidhara
Tera Sage
Tera Sage

‎12-18-2023 07:44 AM

Go to 'CI class manager' and open the 'Computer' class (cmdb_ci_computer).  Click on 'Identification rules' tab and check the identifier entries. If it is the OOB identifier entry for computer class, ideally it should have updated the existing record with the same serial number. If possible, share the screenshot of your identifier entries. 

Also the following URL has more information about identification rules for your reference:

https://docs.servicenow.com/bundle/vancouver-servicenow-platform/page/product/configuration-manageme...

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