Duplicate records of IP phones are consistently being generated within the comm HW table

harikrishna De1
Tera Contributor

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?

1 ACCEPTED SOLUTION

palanikumar
Mega Sage

Hi,

The IRE runs based on priority. If the Serial number does not match, then it will always execute the first identification rule and create a new CI. If you have requirement to do it based on name, then create separate identification rule for the Communication hardware class and set lower number in priority so that it will be considered

Thank you,
Palani

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4 REPLIES 4

palanikumar
Mega Sage

Hi,

The IRE runs based on priority. If the Serial number does not match, then it will always execute the first identification rule and create a new CI. If you have requirement to do it based on name, then create separate identification rule for the Communication hardware class and set lower number in priority so that it will be considered

Thank you,
Palani

Sorry I didn’t get it if it does not get serial number then it should check with name as per IRE defined in Hardware table then why it should create a new CI?

Rahul Priyadars
Giga Sage
Giga Sage

Hi Hari

 

You can grab the data/Payload and simulate the insert/Update.

 

A sample for your reference.  Do it using Identification Simulation Option of Service Now

 

RahulPriyadars_0-1696825458052.png

RahulPriyadars_1-1696825538320.png

 

Regards

RP

I have done this and it was showing as name match found updating the existing record. But in table new record got created through discovery. 

I am missing something, don’t know what it is.