Missing Serial numbers for Windows servers and network devices

AbdulRahim · ‎03-03-2025

Hi Community,

I Need some help on this problem.

In our env there windows servers which was discovered but they are missing serial number attribute on the CI record.

The count of these servers is around 120 so i am not sure how to approach troubleshooting this problem.

I try to debug one particular server but running quick Ip discovery and in the payload see serial number is returned so not sure why its empty so CI record

Need your assistance

Thanks,
Rahim

Selva Arun · ‎03-03-2025

Hi Rahim,

Since you’re seeing the serial number in the quick IP discovery payload yet the CI record shows it as empty, it suggests that the collection process is working fine at the device level but something is going wrong during subsequent mapping or transformation. I’d suggest taking these steps:

Choose one Windows server that appears to be discovered correctly. Re-run discovery on it and then check the Discovery log, particularly under the “Exploring CI Pattern” for the Windows OS – Servers pattern. Look closely for any reference to the serial number. You should also open the debug view (usually in the upper right of the Discovery log window) to see all the data points captured, including the serial number.
Once you’ve confirmed that the serial number is indeed grabbed during the exploration phase, go to Pattern Designer and search for the exact pattern that’s applied to these Windows servers. Use the pattern debug mode and specify the IP address along with the MID server you normally use. Step through the process to verify at which step the serial number is retrieved and then mapped into the CI. This step-by-step approach should help you pinpoint where the extraction or mapping is failing.
The fact that the payload shows the serial number indicates that the device is returning the data, so it’s likely a problem with how the pattern handles that attribute. Examine whether the identification or transformation steps in the pattern are correctly configured to capture and insert the serial number into the CMDB field. It might be that a misconfigured transform or mapping rule is either dropping or overwriting the serial number value.
Additionally, compare the configuration of a correctly discovered server with one that’s missing the serial number. See if any differences exist in terms of pattern execution, transformation scripting, or even in the CI class definitions.

By following these troubleshooting steps, you should be able to identify whether the problem lies with the discovery pattern execution (using debug mode) or mapping of data to the CI record. Often, it turns out to be a subtle issue in the pattern designer or a transform that needs a tweak.

Hope this helps, and good luck debugging the issue!

If you believe the solution provided has adequately addressed your query, could you please **mark it as 'Helpful'** and **'Accept it as a Solution'**? This will help other community members who might have the same question find the answer more easily.

Thank you for your consideration.

Selva Arun

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AbdulRahim · ‎03-17-2025

Hi Selva,

Thanks for giving your helpful response.

will try these steps and it will surely help fix this issue .