Serial Number not populating

[ChittiS]

Hello Everyone,
When running discovery for ip switch class, "serial number" is not populating & it is blank.
I checked the pattern logs and debugged the step "insert the serial number to cmdb_ci_ip_address" & serial number is not populating only manufacturer and Name is populating.
Also, checked in the ecc queue serial number is set to empty.
Is there anything else to do from servicenow side?
Can anyone please guide me the next steps.

Thanks

[RajveerSingh]

Hello Chitti,

Please check again. 

1. Verify the serial number on the device directly
2. Check the Discovery Pattern
3. Validate SNMP credentials and access
4. Review the Pattern Debug logs
5. Check for vendor/model support

Please Accept the solution if it assisted you with your question & Mark this response as Helpful.

Regards
Rajveer Singh Rathore
Servicenow Developer
Linkedin - https://www.linkedin.com/in/rajveer-singh-rathore-209b9683/

[ChittiS]

Hello @RajveerSingh , When you are saying "Verify the serial number on the device directly"how can i ?
Can you please tell me the steps , based on my knowledge we have to check via SNMP Walk via MID Server.
And, I have checked all the other things which you mentioned.
Thanks

[RajveerSingh]

Hello,

Yes, you can verify the serial number using an SNMP Walk from the MID Server or directly from the device CLI.

1. Verify through SNMP Walk
2. Verify from the device CLI
3. Compare Discovery Pattern output

This will help determine whether it is a pattern issue, vendor/model support limitation, or an SNMP configuration issue.

Please Accept the solution if it assisted you with your question & Mark this response as Helpful.

Regards
Rajveer Singh Rathore
ServiceNow Developer
LinkedIn - https://www.linkedin.com/in/rajveer-singh-rathore-209b9683/

[vaishali231]

Hey @ChittiS 

Based on your troubleshooting, this doesn't appear to be a CMDB issue. Since the Serial Number is already empty in both the Pattern Debug Logs and the ECC Queue payload, Discovery isn't collecting a value to populate the CI.

I would recommend checking the following:

1. Verify that the target switch actually exposes a serial number via the discovery method being used (SNMP, SSH/CLI, or both). You can query the device directly to confirm that a serial number is returned.
2. Review the Discovery Pattern and identify the step responsible for collecting the serial number. Check whether the command or SNMP OID returns a value and whether the parsing logic is extracting it correctly.
3. Confirm that the Discovery credentials have sufficient privileges to access hardware inventory information. Some devices return the manufacturer and model but not the serial number if the account has limited permissions.
4. If possible, compare the results with another switch of the same vendor and model where the serial number is being populated successfully. This can help determine whether the issue is specific to the device or the discovery pattern.

Since the ECC Queue already contains an empty serial number, the CMDB is simply inserting the data it receives. The next step is to validate the data being collected during Discovery rather than investigating the CMDB update process.

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If this response helps, please mark it as Accept as Solution and Helpful.

Doing so helps others in the community and encourages me to keep contributing.

Regards

Vaishali Singh

Servicenow Developer
Linkedin - https://www.linkedin.com/in/vaishali-singh-2273361bb