Meraki Access Point (AP) CI sttaus not getting updated in Servicenow

[supriyar1448416]

Hi, we have done SG-Meraki integration six months back for our project and that time data was correctly populated. But we recently noticed that Access Points CI status is not getting updated in ServiceNow. Jobs are running weekly but there are few CI's which are already retired but through discovery those are picked again by ServiceNow as active.

I have checked configuration again and no loophole found there. So, looking for suggestions like how to get updated data in ServiceNow/CMDB. 

[ChiranjeeviR]

Hi @supriyar1448416,

Can you please try this steps to find root cause:

1. Check for Data Source Freshness

• Ensure the Meraki API is still sending the latest data to ServiceNow.

  • Validate the API key and connectivity.

  • Check Meraki dashboard: Are the retired APs still showing as part of the organization? If yes, they will be rediscovered.

  • If retired devices exist in Meraki dashboard, remove or archive them there.

2. Verify Mapping Rules

• In the Service Graph Connector > Transform Map, check:

  • Retirement logic: Does the transformation logic include conditions to retire CIs no longer seen in the payload?

  • The status field or install_status mapping may not be getting triggered for those records.

• Confirm if "De-duplication" and "Reconciliation" rules are properly configured.

  • Review Identification and Reconciliation Engine (IRE) rules for the Access Point class.

3. Enable/Review Delta Loads

• Make sure the integration supports delta loads (i.e., sending only changed/removed devices).

  • Some integrations don’t natively support delta unless customized.

• If only full loads are sent, ServiceNow won’t know which CIs have been removed or retired unless you implement a "Last Seen" logic.

4. Check for Retired CI Management Logic

• If the Meraki payload no longer contains retired devices, but ServiceNow keeps them as active:

  • Consider implementing a "Last Seen" date field (custom field) that updates with every job run.

  • Use a Scheduled Job or Business Rule to retire any Access Points not seen for > X days.

Example:

// Scheduled Script (run weekly)
var gr = new GlideRecord('cmdb_ci_access_point');
gr.addQuery('last_seen_on', '<', gs.daysAgoStart(30));
gr.addQuery('install_status', '!=', '7'); // 7 = Retired
gr.query();
while(gr.next()) {
  gr.install_status = '7'; // Retire
  gr.update();
}

Thanks and Regards,

Chiranjeevi R

Please mark as Correct Answer/Helpful, if applicable.

[supriyar1448416]

Hi @ ChiranjeeviR , thank you for your reply, can you guide me like how to validation the information on Meraki dashboard