Discovery - Identifier not working correctly.

[nR9]

Hello All,

I have a query related to discovery which is as below.

1. I selected an IP of Switch Device and run quick discovery.
2. In the discovery log we can see that the identification is done based on name.
3. Discovery updated the existing CI with all discovered data. Below is the screenshot of discovery log.
   
4. Here you can see Rule 1, 2, 3 are failed and Rule 4 - Match is performed using name.
5. On investigating this further, mostly rule 3, I can see that on "cmdb_ci_hardware" table if I search using the Serial Number captured by discovery, then I am able to find 1 record. But here the same thing is failing using discovery.
6. In other to justify my observation, I tried running Identification Simulation to check if I can find any record for same serial number using discovery and below is the input and output payload of the simulation.

   Input Payload :

   {
   "items": [
   {
   "className": "cmdb_ci_hardware",
   "lookup": [],
   "values": {
   "serial_number": "FOC2034U21R"
   }
   }
   ],
   "relations": []
   }
   

   Output Payload :

   {
   "items": [
   {
   "className": "cmdb_ci_ip_switch",
   "operation": "UPDATE_WITH_DOWNGRADE",
   "sysId": "e4369f1ddb6b5b40c74cf3de3b961965",
   "identifierEntrySysId": "fb27f69cc3000200d8d4bea192d3ae67",
   "identificationAttempts": [
   {
   "identifierName": "Hardware Rule",
   "attemptResult": "SKIPPED",
   "attributes": [
   "correlation_id"
   ],
   "searchOnTable": "cmdb_ci_hardware"
   },
   {
   "identifierName": "Hardware Rule",
   "attemptResult": "SKIPPED",
   "attributes": [
   "serial_number",
   "serial_number_type"
   ],
   "searchOnTable": "cmdb_serial_number"
   },
   {
   "identifierName": "Hardware Rule",
   "attemptResult": "MATCHED",
   "attributes": [
   "serial_number"
   ],
   "searchOnTable": "cmdb_ci_hardware"
   }
   ]
   }
   ],
   "relations": []
   }
   
   
7. In above payload, we can clearly see that the match is performed using Serial Number but when doing the same using Discovery, it's failing.

Have anyone see this issue earlier. Any suggestion on this would be appreciated !!

[vNick]

If you query the cmdb_ci_hardware table using the serial number, do you get only 1 result?

[nR9]

Yes...when I manually query the hardware form with the serial number, I get one result.

[raves12]

Could you please check if the CI you queried on the hardware table is marked as duplicate? We faced this issue and was getting a multimatch on name even thoough the serial number in ECC input payload was same as that present in hardware table. We ended with deleting the all the CIs marked as duplicate and then ran discovery which eventually added the CI and identification started working properly.

Also you can modify discovery property to handle what action discovery needs to take when multimatch is found to update the oldest record.

Regards,

Ravi

ITSM/ITOM Developer and Support Analyst

[nR9]

Hello Ravi,

The CI that we are referring here is not marked as duplicate CI. There is only 1 record with Discovery Source as "ServiceNow"

Regards,

NR