Why don't CI updates automaticall trigger Asset updates?

[Jim L2]

When I update the State of an Asset, the Status of the corresponding CI is automatically updated.  Why when I update the Status of the CI isn't the State of the corresponding Asset automatically updated? 

[Jeff Currier · Accepted solution]

This is the out of the box behavior.  See the diagram.

The State field of asset record and Status field of CI record are synchronized so that changes made on one form trigger the same update on the corresponding form, ensuring consistent reporting.

Note: The Now Platform synchronizes updates between assets and configuration items only if the asset and configuration item are pointed toward each other.

• Asset state and CI status are not mapped on one-to-one basis; rather they are mapped to the most logical counterpart on the other table. For example, for a hardware asset set to state In Stock - Pending disposal, the corresponding CI is set to In Disposition with no substate.
• This synchronization happens between the asset’s State field and the following CI fields:
  • Install Status field: Install Status does not have a sub status and must be used for non-hardware CIs.
  • Hardware Status and Sub status field: Hardware Status is visible only for Hardware CI.

• Drive changes by updating the state on the Asset form. The Asset-CI synchronization can be driven in the following ways:

  • Asset to CI synchronization: Change to the asset’s status updates the logically mapped CI’s Install Status or Hardware Status and sub status.
  • CI to Asset: Change to the CI’s Install Status or Hardware Status updates the logically mapped asset’s states and sub states.
• For a CMDB hardware CI, if both Hardware Status and Install Status is updated, the Hardware Status change is considered for mapping the corresponding state of the asset.
• CI’s Install Status and Hardware Status work independently. There is no correlation between them. CI’s Hardware Status change does not change CI’s Install Status and vice versa. To avoid confusion, keeping both status for CMDB CI Hardware is not recommended.

[Bob D]

I have the same question as Jim L,  but I do not see that JeffCsn has answered Jim's question.  Either Jeff has misread Jim's question or I have misread Jeff's response.

I would appreciate a clarification, please

The question is - if I update the Install Status of a CI to show "Installed", should the State of the corresponding Asset record update automatically to "In Use"?   If YES, then Jim says his is not working and Jeff does not seem to answer the question.    If NO and this is out of box behavior,  why do I have a 

Asset CI Install Status Mappings

table that indicates this synchronization should work in both directions for the specific example I have above?  

[I am on Kingston]

PS the linked diagram is not definitive to me.  I can't tell if the arrows are pointing directly at specific boxes on either side or if they are meant to show in general that updates can synchronize only one way,  only the other way, or both ways.

[art_jones]

BobD;

This helped me:https://hi.service-now.com/kb_view.do?sysparm_article=KB0717902

found via:https://community.servicenow.com/community?id=community_question&sys_id=ef4bc321db9cdbc01dcaf3231f96...

-Art