Duplicate Records

[csatish]

Hi Folks,

In our environment, we have two discovery sources: ServiceNow Discovery and Snow Software. We are observing multiple duplicate records being created in the Windows Server CI table, even though the servers already exist in CMDB.

ServiceNow Discovery has not been running for the last 7–8 months, while Snow Software continues to create new CI records instead of updating the existing ones. This results in duplicate Windows Server records for the same host.

We have already reviewed the Identification and Reconciliation Engine (IRE) rules, and they are OOTB with no customizations.

We would like to understand why these duplicate records are being created and what is causing Snow Software to create new CIs instead of updating existing ones."

Could you please provide us the steps to reproduce to troubleshoot this error.

Thanks

[Mark Manders]

Your IRE rules are OOB. Is that sufficient? How are these coming in? What is the identification rule to either update or create? For instance: if your serial number decides update or create and the serial number isn't part of the payload coming in, you will get new servers.