How do I get server information to come into Service Now with SCCM

[debwinkelman]

We have SCCM integration configured and its working great for computers and laptops.  I am trying to verify the information that is coming in for the servers and running into issues.  The servers themselves are coming in.  I see the names and some information coming in correctly but it doesn't seem to bring in everything I expected.  For instance the IP Address, disk space to name a couple.  I can see this information in SCCM but it's not coming into SN.  I have tried to re run the transformation maps with no luck.  I know the mapping is there as well.  Some of the servers were also manually entered and service now is not updating them.  

Any help is appreciated.  

[jake_mckenna]

Hi Deb,

A couple of things to look into that might help out here.

1. The IP and Disk information is not loaded by SCCM OOB Plugin on the CI record, but is loaded in the Network Adapter and Disk related tables for those records. I believe the idea here is that we would possible have multiple disks/adapters against a certain CI record so we are not calculating it up to the actual record.

2. The identifiers in ServiceNow are in charge of matching current records to incoming records. Sometimes we need to make tweaks to the OOB setup since they are expecting items to be in the Computer or Windows Server table. If you have records in the cmdb_ci_server or any child table that is not cmdb_ci_win_server you might run into the issue of duplicates. One option to avoid this is to enable the generic identifiers that look at key attributes such as Name or Serial number and try to match based on any record in the cmdb_ci_hardware table hierarchy and reclassify if needed. The best thing to do here is to also make sure you are using   the new identifiers that came with Geneva by reviewing this document. Discovery CMDB identifiers

[debwinkelman]

Some of my servers are showing a category of Server and some as Hardware.   It doesn't seem to matter one way or the other with the IP missing.   I'm looking at a new server that was just built and it came into SN but not all the info is in there.  

[jake_mckenna]

When you say not all the info is there do you mean the related lists i pointed out are not populated or there are missing field data on the CI record? Another thing to check would be the scheduled import module under the SCCM plugin to validate if any are set to false.

[Dave Smith1]

Have you checked the reconciliation rules to see if there's something preventing a transformation altering these fields?

What do the transformation logs say?