Use cases when I would like to update references between Asset and CI

Hellfried
Tera Contributor

3 hours ago

Does ITAM or HAM have a way to handle re-use scenarios?

 

Our CI is a computer with a unique name, our asset is a piece of hardware, e.g. a Notebook.

When a users leaves the company, the hardware asset can be reassigned to another user - but with a new name, because the computer names have a connection to customers and departments. 

For me, this is the moment when I would like to create a new CI, leave the old CI (with the old name and software assignments and discovered properties) in "Retired" state - and re-link the asset (with the same hardware properties and serial number) to the new CI.

This is not optimally supported, it seems. 

 

The other way round, when a user gets a hardware replacement, all CI properties should remain: assigned software packages, company reference, just a new asset should be related to this CI ... 
Not possible, am I right?

 

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Itallo Brandão
Tera Guru

42m ago

Hi @Hellfried ,

You are absolutely correct that these scenarios are not supported in the way you described. This is intentional. ServiceNow enforces a strict 1:1 synchronization between Asset and CI to prevent data corruption, specifically regarding Discovery and the IRE (Identification and Reconciliation Engine).

Trying to bypass this logic would be considered a bad practice as it leads to duplicate Serial Numbers and broken reconciliation rules.

Here is the breakdown of why the platform restricts this and the correct "ServiceNow Way" to handle it:

Scenario 1: Hardware Reuse (Employee Leaves -> New Employee)

  • Your Idea: Create a "New CI" for the same hardware (same Serial Number) and leave the "Old CI" as Retired.

  • Why this is dangerous: If you have two CI records (even if one is Retired) with the same Serial Number, Discovery becomes unreliable. When the scanner finds that Serial Number on the network, the IRE may throw a "Multi-Match" error or accidentally un-retire the old record, overwriting your data.

  • The Best Practice (Rename):

    • Process: When the Asset is reassigned, you simply Rename the existing CI.

    • History: You do not need a separate record to track the "Old Name" or "Old Owner". That data is preserved in the Audit History (History > Calendar/List) of the single CI record. This maintains a clean "Golden Record" for that physical device.

Scenario 2: Hardware Replacement (User gets a new Laptop)

  • Your Idea: Keep the "CI Record" (attributes, software) but link a "New Asset" (different Serial Number).

  • Why this is dangerous: In ServiceNow, the CI IS the Hardware. Its identity is tied to the Serial Number/Mac Address. If you swap the Serial Number on an existing CI record, Discovery will see a mismatch during the next scan and will likely create a Duplicate CI for the new hardware anyway, leaving you with a mess to clean up.

  • The Best Practice (HAM Swap):

    • Process: You must Retire the Old CI and create a New CI.

    • Entitlements: To preserve the user's setup, you use the HAM "Swap Asset" functionality. This process automates the retirement of the old device and transfers Allocations (Software Entitlements) to the new device so the user retains their licenses complianty.

Summary: Do not try to separate the Asset from the CI.

  1. Same Hardware? Rename the CI.

  2. Different Hardware? Retire old, Create new, and Swap entitlements.

If this explanation clarifies the architecture for you, please mark it as Accepted Solution.

Best regards, Brandão.

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