CI hardware_status Not Changing to 'Installed' When assigned_to is Populated

[mfhaciahmetoglu]

Hi Community,

I'm working on our asset deployment process and have run into an issue with what I believe should be standard, out-of-the-box functionality.

My Goal:

When a physical computer asset is in a stockroom, its state is 'In Stock' and the corresponding CI's assigned_to field is empty. When a user logs into that machine for the first time, our Intune integration correctly populates the assigned_to field on the CI record.

I expect the following OOTB automation chain to occur:

1. The CI's hardware_status and install_status should automatically change to 'Installed' because it has been assigned.

2. This status change should trigger the Asset-CI sync.

3. The Asset's state should update to 'In use', and the assigned_to field should be copied from the CI to the Asset.

The Problem:

I'm stuck at the very first step. When the assigned_to field on a Computer CI (cmdb_ci_computer) is populated (goes from empty to having a user), the CI's hardware_status and install_status fields do not change. Nothing happens.

Because the CI status isn't changing, the rest of the synchronization process never starts.

What I've Already Checked:

• State Mappings: My hardware state mappings (Asset > Administration > Asset-CI Hardware Status ...) are correctly configured to translate a CI status of 'Installed'/'In use' to the corresponding Asset state of 'In use'. I know the process isn't reaching this step, but the mapping is ready.

• Custom Scripts: I initially tried to force the status change with my own business rule, but I've since disabled it to avoid conflicting with the intended OOTB process.

• Diagnosis: This leads me to believe the OOTB Business Rule responsible for automatically updating a CI's status upon assignment is either inactive, has been modified, or is missing in our instance.

My Questions:

1. Could you help me identify the specific name of the OOTB Business Rule(s) that should handle this functionality? I've searched for names like "Update CI status on assignment" but want to be sure.

2. Is this rule part of a specific plugin, like Hardware Asset Management (HAM) Professional, that I should verify is active and healthy?

3. What is the recommended approach to safely restore this OOTB rule if it has been modified or deleted?

4. I created a custom BR to update the hardware status and substatus when the assigned to changes but that does not work either.

Thanks in advance for your help!

Best,

Firat

[Pratiksha]

Go through this, it represent sync. 

https://www.servicenow.com/docs/bundle/yokohama-it-asset-management/page/product/asset-management/co...

The glide.create_alm_asset.async property controls whether Assets are created asynchronously based on Configuration Items (CIs). When set to false, Assets are created immediately; when set to true, Asset creation is delayed and handled asynchronously.

Updating a CI does not automatically trigger an update to the associated Asset. An update occurs only when one or more synchronized attributes on the CI are modified.

This is one of the useful discussion: https://www.servicenow.com/community/itom-forum/asset-ci-synchronization/m-p/2626047

Regards,

PRatiksha

[mfhaciahmetoglu]

Hi all,

I just had a great Tune-up Asset mgmt session with SN.

The issue is that what I request is the complete opposite of how the asset mgmt shall work.

When an asset in stock, its state shall be updated on the asset form not on CI form. As a matter of fact, OOB settings seem to prevent the users from changing this from CI side. 

Best,

Firat