Serial number update

ayush_g
Tera Contributor

an hour ago - last edited an hour ago

Laptop ESPW0H85 has been drop down from the domain without explanation. User Nerea Montoya (81080757) has experienced this issue in the past.

In Field Support investigation we have found that different CMDBs CI Serial number has been overwritten. 

 

Can someone please share what could be the root cause of it and what is the ideal process to resolve this issue 

step by step

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pr8172510
Tera Guru

an hour ago

Hi @ayush_g,

If the CI serial number was unexpectedly overwritten, the first step is to identify what updated the Serial Number field and whether the change came from Discovery, SCCM, Intune, Service Graph Connector, Asset integration, or a manual update.

Check Audit History

Open the affected CI and review:

History > List


for the serial_number field.

This will show:

  • Old value
  • New value
  • Updated by
  • Update timestamp

Check CMDB Identification Rules

If multiple CIs share the same identifiers, IRE may merge or update records unexpectedly.

Review:

CMDB > Identification Rules

for the affected CI class.


Check Discovery / Integration Sources

discovery_source
sys_object_source

on the CI record to determine which source last updated it.


Check Recent Imports

Review:

  • Discovery Status
  • SCCM / Intune imports
  • Service Graph Connector imports
  • Asset import jobs

around the time the serial number changed.



If the serial number was overwritten with another device's serial number, CMDB identification may have associated the wrong source record to the CI, which can lead to:

  • Incorrect CI relationships
  • Domain trust issues
  • Device management inconsistencies