IRE not working when CI created from Asset

[Tom Sienkiewicz]

Hi Everyone,

I am trying to figure out why Identification fails for a CI that exists, and then an asset gets created which should theoretically update the existing CI but it creates a new CI instead.

According to those docs, all CIs extended from Hardware should follow IRE when being created from Assets, unless I missed something:

https://docs.servicenow.com/en-US/bundle/tokyo-it-asset-management/page/product/asset-management/con... 

How I tested that:

1. Created a CI manually in the Printer class (extends hardware) with Serial number "test123".

2. Used an Import Set API to create an Asset with a Model category that also points to Printer CI class, and the Asset also has the serial number "test123".

3. Expected would be that existing CI gets updated, but instead a completely new CI got created, now there are 2 CIs in same CI class, having same serial number.

Any suggestions why that might be?

[Rahul Priyadars]

Can you try updating CI using IRE Simulator and See its updating or Duplicating there also?

https://docs.servicenow.com/bundle/quebec-servicenow-platform/page/product/configuration-management/...

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0750383

Regards

RP

[Tom Sienkiewicz]

Thanks Rahul,

yeah the Identification works as expected when using the simulator, matched based on serial_number.

I think the problem is that IRE does not get triggered at all, when CI gets created OOTB from an Asset. I will dig into the OOTB scripts, maybe the docs are misleading and in fact, there is no IRE in that scenario.

[adilrathore]

I think your first step should be to create the Asset with the desired serial number which should create the corresponding CI with the same serial number.

Meanwhile, any new updates to the CI can be handled by IRE primarily through the serial number rule match and further if you are using ServiceNow discovery the CI will be updated by the serial number, serial number type match IRE rule. 

I have not encountered any customer who is using IRE API by updating the assets table. If there is any such procedure, please do let me know.

[Tom Sienkiewicz]

Hi, yeah if the CI is create dfrom Asset first, and then via another osurce, the IRE will work.

The problem is if the CI is first created from another source (e.g. SCCM) and then, from another source (SAP) an Asset is created with same serial number. This is the problematic scenario.

What I found so far is that there is code which check a system property for using IRE from Assets or not:

In the AssetCMDBUtil:

However, as we can see in the above code, it does not check if the CI extends Hardware, contrary to the below Docs:

So what I did is I switched on this property being referred to in this logic. Now the result is neither Asset and CI is not getting created at all and there is an error message:

So that's a change from before, looks like now it is trying to go through IRE but something still fails. I am now going through a lot of OOTB BRs...