Incorrect Serial Number populated by discovery

[Akanksha Rasala]

Hi All,

For some of Window Servers and ESX Servers after the discovery run the serial number field updated with wrong serial number. Previously when discovery runs on Monday it updated with correct details and when it run on Tuesday it updated the wrong serial number it didn't matched with the actual serial number.

when i check the payload there i can find both serial numbers.

Can anyone help me out with a solution for this.

Thanks in Advance.

[Mark Manders]

We will need more information.

You say that you see both serial numbers, so where is the wrong one coming from? Somehow it is linked and updating in ServiceNow.

Did anything change, either in Discovery or in the source between Monday and Tuesday? Was the wrong serial number also in Monday's payload?

[arordeep]

Hi Akansha,

As you said, you're getting both the Serial Numbers in the payload (including the one you're expecting) then you need to check in the pattern (there is a step to populate the Serial number), what serial number it is populating.  You might want to switch it to the one you're expecting to see.  From there onwards, it will populate the expected Serial number and on next scheduled run, it will identify the CI with that Serial Number.

Regards,

Deepak

[Pratiksha]

Try this 

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1113119