CI Install Status not updating to Installed after successful discovery

[Akshatha Balla1]

Hi,

We have an integration with Ansible to create Linux  server records in CMDB during deployment much before it is scanned by ServiceNow. It adds just the basic information of name, serial and manufacturer and adds the CI in Install Status of 'In Stock' . When it is subsequently discovered by ServiceNow, it populates the remaining fields, and moves it from 'In Stock' to 'Installed' with no customization. There has been no problem with reconciliation.

Now, when we have extended the same to Windows server, the Install Status still remains in 'In Stock' and does not move to Installed despite successful discovery, the rest of the details are coming in fine.

I want to understand how ServiceNow populates installed field and how it is changed from one state to another OOB, without any customization.

[Prabu Velayutha]

Hi @Akshatha Balla1 

Can you check the audit history on the linux server CI record about which user has last updated the install_status whether discovery or system or other user, as far I as I know the discover sources won't map the life cycle status of the CI record, there could some hardware asset rule or Business rule may trigger from backend which should be checked. 

If my response helped please mark it correct & helpful

[Akshatha Balla1]

Hi @Prabu Velayutha ,

The audit history has the updated by user as the MID Server user and the time of update is the same as the discovery updating other fields.

[Prabu Velayutha]

Hi @Akshatha Balla1 

I do not find any data collected by linux discovery about the install status OOB. please refer the product document link below.

https://docs.servicenow.com/en-US/bundle/utah-it-operations-management/page/product/discovery/refere... 

If the Business Rule is triggered while discovery updating the CI attributes then it would use the same user name for install status update, they commonly use the CI Most Recent Discovery field changes for the trigger. Also there are chances that they have customized the linux patterns to update the CI install status, you check the discovery log.

Refer this Asset CI Management document:

https://docs.servicenow.com/en-US/bundle/utah-it-service-management/page/product/asset-management/co... 

Also, suggest you to check with your company's or Client's Hardware Asset management team, they should be aware of Asset and CI install status Synchs.

If my response helped please mark it correct and helpful

[Rinkus]

Hi,

Try to compare Reconciliation rules for Linux server and Windows server class.