ESX server discovery - serial number populated with 'Refer to PRISM'

[Rick54]

Hello,

Some of our ESX servers serial number field populated with 'Refer to PRISM' and I was trying to find out the probe parameter that gets the serial number from the VCenter servers but couldn't find anything in the Vcenter related probes. This would make my work easier when i am workigng with server team. Does anyone have experienced this behavior before and please let me know how the serial number pulled out of the server. Thanks!

[Mary Vanatta · Accepted solution]

When you get the "Refer to Prism" it is a Nutanix device.  Often times the model ID looks like Nutanix NX-T00-4NL3-G5.   Dell and IBM also have hyper-converged single-tier compute/san/storage devices.

There is no current compatibility in the Probes to discover the serial numbers of the appliance/device. 

There is one post on here from 6 months ago from an SN employed pattern developer that SN "is working" on a pattern. 

Total of about 10 posts on Nutanix/BMC/Servicenow regarding this situation. 
On one of the posts it stated " "Nutanix resets local SSH accounts each time an upgrade is performed. An API query of the Prism manager for the Nutanix platform would be preferable to the current SSH method."

SSH is locked down on these devices.  Literally to get the serial number it is found in the PRISM management console.

The server team should be able to look up in the PRISM console the ESX server name. 

At this point, we are all looking for the same answer.  
There is also nothing on HI support. 

[Rick54]

Thanks for the reply Mary.

Does ServiceNow created any problem for this. If so, can you please paste that here.

Thanks agin for your response.

[Mary Vanatta]

HEre is another thread - https://community.servicenow.com/community?id=community_question&sys_id=213cfc46db1fe7409a64e15b8a961917&view_source=searchResult

It basically states:

"This is because the serial number specified by NUTANIX on there ESX host does not reside on the location discovery checks for it according to standard practice. 

As a work around NUTANIX has provide a script to run on the ESX server to copy the Serial Number at the correct location. But this script needs a restart."

[Paul Harb]

Nutanix is now supported by ITOM discovery.  Here is a link to the pattern that you can install:

https://docs.servicenow.com/bundle/store-it-operations-management/page/product/itom/reference/nutani...