question CI insert, asset state not set correctly in ITOM forum

CI insert, asset state not set correctly

mhashemi — Wed, 22 Jan 2025 18:57:27 GMT

When we create a computer CI, the value of install_status is 1 (Installed). As expected, a hardware asset record is created (model category, computer), but the value of state is 2 (On order). It is my understanding that, because of the "Asset CI Install Status Mappings" records, the CI's "Installed" should make the asset "In use". I did verify that there is a two-way mapping of state/install_status for assets/CIs where the state value is "In use" and the install_status value is "Installed". Additionally, I can see that the AssetAndCISynchronizer script include has been updated to reflect the changes recommended in https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0717902.

When I modify the CI's install_status (e.g. Installed to In stock), the asset's state switches correctly. Then, changing the CI back to Installed, the asset is set as "In use".

As far as I can tell, there are no business rules (other than the customized "Update Asset fields on change") or flows setting the asset to 'On order'. Finally, as far as I can tell, the Create Asset on insert BR and AssetandCI script include are OOB.

Why, on insert, are the CIs' install_status not correctly setting the assets'?

Re: CI insert, asset state not set correctly

Mark Manders — Thu, 23 Jan 2025 07:29:49 GMT

My PDI is taking ages to wake up, so I can't verify it (yet), but logically thinking, creating the CI isn't done the moment it is handed over to a user. That's done later. So to me, only thinking in real world logic, without validating code in ServiceNow, when you create a CI (computer), it creates the asset, but it only should be set to 'in use' when it's assigned to a user (having it on a shelf in a stockroom, where the computer starts at a company, shouldn't put it in use).
Is there any logic 'on insert' of an asset that maybe sets the status to 'on order' ?

I'll set of the alarm for my PDI again, to see it it will wake up and update you if I find a cause in the OOB code.

Re: CI insert, asset state not set correctly

mhashemi — Tue, 28 Jan 2025 20:54:27 GMT

Turns out it was the default value on the field. I thought it should take the value from the CI on creation, but apparently now.

Re: CI insert, asset state not set correctly

SK Chand Basha — Wed, 29 Jan 2025 04:31:43 GMT

Hi @mhashemi

In the Asset CI mapping table you can see the proper mapping between the both tables.