Payload Processing errors in Discovery log

[Robert T]

Hello,

I'm reasonably new to ServiceNow altogether and am playing catch-up on our Discovery progress.  Apologies beforehand for any redundancies or obvious questions. 

We have several assets where Discovery seems to run smoothly until a "Payload Processing" step.  Error text at this step vary, and information I've found out in the community with the messaging I'm getting has not yet been applicable.

Here is the information on 3 Windows devices that are throwing similar error messaging at this Payload Processing step.

In the Devices tab, each looks like this:

Windows Server

Device

2

Classified

2021-04-07 09:37:45

discovery_mid

Identifying

Windows Server

Device

2

Classified

2021-04-07 09:37:45

discovery_mid

Identifying

Windows Server

Device

2

Classified

2021-04-07 09:37:45

discovery_mid

Identifying

In the Discovery Log, each looks like this:

2021-04-07 09:38:55

Error

Failed Exploring CI Pattern, Pattern name: Windows OS - Servers, To Check Pattern Log Press here

(empty)

DiscoverySensor

2021-04-07 09:38:55

Error

Failed Exploring CI Pattern, Pattern name: Windows OS - Servers, To Check Pattern Log Press here

(empty)

DiscoverySensor

2021-04-07 09:38:55

Error

Failed Exploring CI Pattern, Pattern name: Windows OS - Servers, To Check Pattern Log Press here

(empty)

DiscoverySensor

And in the Pattern Log, each is stuck on the same step with equivalent messaging to this:

Check For Output Payload Errors

2021-04-07 07:38:55: Identification CI Errors: Insertion failed with error Operation against file 'cmdb_ci_disk' was aborted by Business Rule 'Check for duplicate serials^9b79b1f61b1f6c100c0877be034bcb'. Business Rule Stack:Check for duplicate serials,Insertion failed with error Operation against file 'cmdb_ci_disk' was aborted by Business Rule 'Check for duplicate serials^1b79f1f61b1f6c100c0877be034bcb'. Business Rule Stack:Check for duplicate serials,Insertion failed with error Operation against file 'cmdb_ci_disk' was aborted by Business Rule 'Check for duplicate serials^1779f1f61b1f6c100c0877be034bcb'. Business Rule Stack:Check for duplicate serials Identification Relation Errors: Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error

2021-04-07 07:38:55: Identifier: Identification CI Errors: Insertion failed with error Operation against file 'cmdb_ci_disk' was aborted by Business Rule 'Check for duplicate serials^9b79b1f61b1f6c100c0877be034bcb'. Business Rule Stack:Check for duplicate serials,Insertion failed with error Operation against file 'cmdb_ci_disk' was aborted by Business Rule 'Check for duplicate serials^1b79f1f61b1f6c100c0877be034bcb'. Business Rule Stack:Check for duplicate serials,Insertion failed with error Operation against file 'cmdb_ci_disk' was aborted by Business Rule 'Check for duplicate serials^1779f1f61b1f6c100c0877be034bcb'. Business Rule Stack:Check for duplicate serials Identification Relation Errors: Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error

I'm not getting consistent responses from the HI ticket I've opened on this, and would value any feedback/suggestions from this group. Thank you!
--Robert

[Robert T]

Didn't want to create a new thread, but am seeing similar messaging on some Citrix Netscalers.  They are also failing at payload processing:

Check For Output Payload Errors

2021-04-07 13:55:03: Identification CI Errors:
Insertion failed with error Operation against file 'cmdb_ci_lb_netscaler' was aborted by Business Rule 'Check for duplicate serials^b78f0b7e1bdfac10f61ab95f034bcb'. Business Rule Stack:Check for duplicate serials
Identification Relation Errors:
Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error

2021-04-07 13:55:03: Identifier: Identification CI Errors:
Insertion failed with error Operation against file 'cmdb_ci_lb_netscaler' was aborted by Business Rule 'Check for duplicate serials^b78f0b7e1bdfac10f61ab95f034bcb'. Business Rule Stack:Check for duplicate serials
Identification Relation Errors:
Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion faile

2021-04-07 13:54:52: Identification CI Errors:
Insertion failed with error Operation against file 'cmdb_ci_lb_netscaler' was aborted by Business Rule 'Check for duplicate serials^748f833e1bdfac10f61ab95f034bcb'. Business Rule Stack:Check for duplicate serials
Identification Relation Errors:
Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error

2021-04-07 13:54:52: Identifier: Identification CI Errors:
Insertion failed with error Operation against file 'cmdb_ci_lb_netscaler' was aborted by Business Rule 'Check for duplicate serials^748f833e1bdfac10f61ab95f034bcb'. Business Rule Stack:Check for duplicate serials
Identification Relation Errors:
Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion faile

2021-04-07 13:54:52: Identification CI Errors:
Insertion failed with error Operation against file 'cmdb_ci_lb_netscaler' was aborted by Business Rule 'Check for duplicate serials^168f437e1bdfac10f61ab95f034bcb'. Business Rule Stack:Check for duplicate serials
Identification Relation Errors:
Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error

2021-04-07 13:54:52: Identifier: Identification CI Errors:
Insertion failed with error Operation against file 'cmdb_ci_lb_netscaler' was aborted by Business Rule 'Check for duplicate serials^168f437e1bdfac10f61ab95f034bcb'. Business Rule Stack:Check for duplicate serials
Identification Relation Errors:
Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion faile

2021-04-07 13:54:58: Identification CI Errors:
Insertion failed with error Operation against file 'cmdb_ci_lb_netscaler' was aborted by Business Rule 'Check for duplicate serials^d68fc37e1bdfac10f61ab95f034bcb'. Business Rule Stack:Check for duplicate serials
Identification Relation Errors:
Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error

2021-04-07 13:54:58: Identifier: Identification CI Errors:
Insertion failed with error Operation against file 'cmdb_ci_lb_netscaler' was aborted by Business Rule 'Check for duplicate serials^d68fc37e1bdfac10f61ab95f034bcb'. Business Rule Stack:Check for duplicate serials
Identification Relation Errors:
Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion failed with error,Insertion faile

[David104 · Accepted solution]

Apologies in advance if you have already covered off what I'm talking about, but given that you are new to ServiceNow and Discovery, best to start with the simple answer and work from there.

Is 'Check for duplicate serials' a custom business rule? I do not see that rule in any of my instances. The IRE should take care of preventing duplicate records, so it would be worth looking at whether that particular business rule can be de-activated. I'd imagine that it's configured on something like cmdb_ci table which is why you are also seeing it on some Netscalers also.

If the discovery runs successfully with the business rule de-activated, it at least gives you somewhere to start looking deeper

[Robert T]

I appreciate you prefacing that you would be starting with the most direct possibility.  I was looking in the CI Class Manager for a rule that would impact things, and did not yet look in the cmdb_ci table.  I found the custom rule which was created 7 years ago, deactivated it, and am now completed the discover on the Windows machines.  Now trying to understand why that rule was created in the first place (I expect to avoid the manual population of duplicate devices). 

[David104]

Yes, if it's an older instance you're bound to find some tech debt - like you say it may have been created for a manual import of CI's that did not pass through the IRE. Hopefully you can get to the bottom of it. For the servers that were failing due to the business rule, did it create new CI's for them or update existing ones?

Are your Netscalers now discovering properly also?