Logic to build a solution that keeps the field blank/empty when CI not found

[rakshith_shetty]

Hi Team ,

We have integrated Service now with one of the automation tool, during incident creation through automation when the CI is not found in CMDB table it currently creates the new Ghost CI record in the CMDB table , We need to build a solution that Service now should not create a New CI record , instead  the Configuration item field should be empty if CI not found in CMDB table. 

Can someone assist with the script logic ?

Regards

Rak**bleep**h

[Kieran Anson]

How have they integrated? Directly via the Table API?

Can they move to using the Import Set API? Assuming they are pushing updates to your ServiceNow environment 

[rakshith_shetty]

Hi Kieran , 

Yes it directly through Table API integration , the solution was implemented 2 years back Reverting to the import set API would be quite challenging, Do we have any other alternative solution ?

Regards

Rak**bleep**h

[Kieran Anson]

You will need to look at what payload they're sending that is resulting in a new CI to be created.

This is a good example of why it's important to not use the Table API when inserting records - you have very little ability to manage what it does

[rakshith_shetty]

Can we achieve this with before (insert ) business rule , if so could someone help me with the script logic?