Serial Number issue in CMDB

ChittiS
Tera Expert

3 weeks ago

Hello Community,
I am discovering a Windows VM host in ServiceNow. On the machine, I can see the BIOS serial number, but during Discovery the CI serial number in CMDB is getting updated to the Baseboard serial number instead of the BIOS serial number.
I can also see multiple serial number types in CMDB, such as Baseboard, BIOS, UUID, Chassis, and System, and I want to understand the logic behind this selection. Is this expected behavior for virtual machines, and how can we control which serial number type should be used for CI identification?

Thanks

ChittiS_0-1780068609193.pngChittiS_1-1780068613804.png

 

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Shambhu4
Tera Contributor

3 weeks ago

Hi Chitti,

Please find below link which might be relevant for you:
https://www.servicenow.com/community/itom-forum/purpose-of-multiple-serial-number-type-under-serial-... 

However, when a discovery scan finishes and populates the cmdb_serial_number table the pattern or probe script checks this priority list of Serial Number type, based on reliability:

  • It looks for the highest-priority valid type available (e.g., bios).

  • If a valid bios serial number exists, it copies that value directly into the CI's main serial_number field.

  • If bios is missing or invalid, it moves down to system, then chassis, and so on.

Can we control that? Maybe
All of this logic is built under a protected script called "SncSerivalNumber()" which is used in Script Include "SerialNumberManager". So maybe with help of ServiceNow Product team a property can be created to revise the "priority list".

Hope this helps!
If you think, my answer served your purpose please mark it as correct Or do the needful.

 

Thanks