CI Name getting overwritten by Asset Name after save – not mapped in Asset-CI field mappings (ITAM)

surasub
Tera Contributor

yesterday

In an ITAM-enabled instance, the CI name field is getting overwritten by the Asset name after save, even though name is NOT part of the Asset-CI field mappings documented by ServiceNow.

I am trying to understand where and how this sync is happening, since it does not appear to be driven by the standard Asset-CI mapping tables.

Observed Behavior

  • CI table: cmdb_ci_ip_switch (behavior seen across other cmdb_ci* tables as well)

  • Scenario 1:

    • CI with Asset reference populated

    • Update CI name

    • Save succeeds

    • After ~1 second, CI name reverts back to Asset name

  • Scenario 2:

    • CI without Asset reference

    • Update CI name

    • Save succeeds

    • Name persists as expected

This confirms the behavior is triggered only when an Asset is linked.

Key Findings

  • name is NOT mapped in:

    • alm_asset_ci_field_mapping

    • Asset-CI state mapping tables

  • Standard OOB Script Include (AssetAndCISynchronizer) does not explicitly sync name

  • No custom Business Rules or UI Policies updating name

  • Change happens after save (not immediately), indicating post-save / async logic

  • Asset field on CI is read-only, indicating ITAM governance

  • Behavior does NOT reproduce in a SAM-only PDI, but does reproduce in an ITAM/HAM-enabled instance

Documentation Gap

According to official ServiceNow documentation:

Work with Asset and CI
https://www.servicenow.com/docs/bundle/washingtondc-it-asset-management/page/product/hardware-asset-...

The listed Asset-CI synchronized fields do not include name.

This raises the question:

  1. Is CI name normalization from Asset expected ITAM/HAM behavior, even though it is not documented as a mapped field?

  2. Is this enforced by ITAM Common / AssetCIHelper / lifecycle normalization logic outside of the Asset-CI field mapping framework?

  3. Is there any official documentation or KB that explains CI identity (name) enforcement when an Asset is linked?

  4. If this is by design, what is the recommended approach when Discovery-derived names (e.g., sysName/hostname) must be preserved on the CI?

I want to understand the intended platform behavior and authoritative design decision before implementing any override.

Any insight from ServiceNow product experts or customers who have encountered this behavior would be greatly appreciated.

Thanks in advance.

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