Removing Software Entitlements when retiring an asset

[Shane Butler]

HI All,

Have a question specifically on the "retiring" of hardware assets in particular. 
We have the requirement to add a new substate (substate) to the Hardware record (alm_hardware) for the State (install_status) for "Stale" assets. The purpose of this is to flag a potentially "stale" asset that has not been seen by ServiceNow Discovery by more than X days.

After adding the new substate choice - it is selectable which is great.
However, when moving an an Asset record into the state (install_status) = Reitred and the Substate (substate) of "Stale" (the new value) the software installations on the CI (in this case; cmdb_ci_computer) are not being removed.
Any ideas how this can can be updated to remove the software installation? IE/ provide a similar experience to the OOB choices?

Kind Regards,
Shane

[Ken Neikirk1]

There is a business rule to Remove Software Installations from Retired/Stolen CIs. Is the CI status updated when the asset status is set to Retired?

[Shane Butler]

Hi Ken,

Yes the CI status is updated as a result of updating the Hardware record. 

Think I have found the Business Rule: Remove Installs For Retired/Stolen CI.

Based on the below screenshot, it appears that this should trigger where the hardware_status or install_status changes (which is fine) so how come this wouldn't work when the install_status is set to 7 (Retired) and the substatus is updated to a non-OOB value?

Kind Regards,
Shane

[Ken Neikirk1]

Remove Installs For Retired/ Stolen Ci

[Shane Butler]

Thanks Ken,

This was a step in the right direction to find that Business Rule: Remove Installs For Retired/Stolen CI. Upon inspecting this, it was evident that the cmdb_ci_computer record's "hardware_status" wasn't updating properly. Turns out the missing link I needed was to map the Asset and CI states which is done by: Asset > Administration > Asset-CI Hardware State Mappings

So the solution I have gone with looks like:

• New choice for the alm_hardware.substatus field = "Stale" dependant on the alm_hardware.install_status
• New choice for the cmdb_ci_computer.hardware_substatus = "Stale" dependant on the cmdb_ci_computer.hardware_status
• Created a new entry in the Asset CI Hardware State Mappings table to map out the Asset record and CI records
• Once the Asset mapping updated the cmdb_ci_computer record to a hardware_status of "Retired" and a new hardware_substatus = "Stale"

Once updating the Hardware record (alm_hardware) to a state = "Missing" and a Substate = "Stale" and saving the record, the Computer CI record (cmdb_ci_computer)'s hardware_status is updated to = Retire and thus the business rule's condition matches and to removes the software installs

Thanks for pointing us down the right path there Ken,
Appreciate it!

Kind Regards,
Shane