It appears that the ServiceNow Discovery process is causing most of the duplicates in the communication hardware table. Each time ServiceNow Discovery fetches a configuration item (CI) with the same name, it doesn't update the existing CI but creates a new one.
IRE (Identification and Reconciliation Engine) rules for the communication hardware table, which inherits from its parent table, the hardware table. The IRE rules are as follows:
1. Priority 100: Serial number in the serial number table (which might fail because other discovery sources like integration and manual entry may not build the serial number relation).
2. Priority 200: Serial number in the hardware table (also failing because no serial number is discovered for IP phone devices through SN discovery source).
3. Priority 300: Name in the hardware table (where the problem occurs, as the name discovered by the SN source matches a CI in the comm table but doesn't update it; instead, it creates a new CI).
Ideally, even if the newly discovered CI has an empty or different serial number from the main one, if the name matches, according to the hardware IRE rules, it should update the existing CI instead of creating a new one.
Could anyone provide guidance on how to proceed with resolving this issue?
