Duplicate Software Models

[Parul Chaudhary]

Hello Experts, 

One of my client publishes their software models for software requests. Recently they came across some duplicate items in the software model table where some were created locally by the client itself to be able to publish the items in catalog (in the absence of model required) and the same model was added in the list later which says created by "admin". This has resulted into duplicate models being created and creating confusion, they are seeking advice to manage their software models to avoid any duplicates. I know ServiceNow updates the model list but if there are models created locally on a client's instance, how does ServiceNow makes sure that duplicate items are not created and it should rather update the existing ones only. See an example below, the bottom one created by client 11 months ago and one added recently by ServiceNow, now there are two models and client do not want any duplicates. Please advise.

Thank you,

Parul Chaudhary

[Amarjeet Pal]

Hello @Parul Chaudhary 

To avoid duplicate software models in ServiceNow, it's important to establish a clear process for managing them. One approach could be to establish a standardized naming convention for software models and regularly review the model list to identify any duplicates or outdated entries. Additionally, you can set up validation rules in ServiceNow to prevent the creation of duplicate models by checking against existing records before allowing new ones to be created. Another option is to create an approval process for adding new software models, which would require an authorized user to review and approve each new entry before it is added to the catalog. It's important to work with the client and their team to determine the best approach based on their specific needs and processes.

Thanks 

Amarjeet Pal

[Parul Chaudhary]

Thanks @Amarjeet Pal for your sharing your response.

The client has already enabled the business rule which doesn't allow creation of duplicate model, BR is "check for duplicate SM". Could you please help clarify what is the difference between Created by "admin" vs "system"? There are duplicate entries for exact same application where one is being created by admin and other being created by an end-user and the admin one is added later into the system, moreover, the client has not enabled the property that automatically creates software model for licensable and non-licensable products, there are still SM being created on their instance. 

Thanks 

Parul Chaudhary

[Amarjeet Pal]

Hello @Parul Chaudhary ,

Please find detail explanation of created by :

In ServiceNow, the "Created by" field on a record indicates the user who created that record. When a record is created by an automated process in the system, such as when a software model is automatically generated based on licensable or non-licensable products, it will show "System" as the creator in the "Created by" field. However, if a user creates a custom software model manually, it will show their name or user ID in the "Created by" field. On the other hand, if an administrator creates a record in ServiceNow on behalf of another user or for system purposes, it will show "Admin" as the creator in the "Created by" field.

And for duplicate entries :

One possibility is that the Business Rule is not correctly configured to identify duplicates based on specific fields or criteria. Another possibility is that there are data inconsistencies or errors in the Software Models table that are causing duplicate entries to be created despite the Business Rule.

To address this issue, clients can try reviewing and updating their Business Rule configuration to ensure that it is correctly identifying duplicates and preventing their creation. They can also review their Software Models table for any inconsistencies or errors that could be contributing to duplicate entries. It may also be helpful to  ServiceNow HI support to assist with troubleshooting and resolving this issue.

Hope I was able to Help you , if yes please mark Helpful for all my responses.

Thanks,

Amarjeet Pal