Duplicate Product Models Being Created Due to Model Name Mismatch

[anthonyfall]

I'm using the Microsoft Intune Service Graph Connector (SGC) to sync device data into our CMDB. The connector is working and importing CIs successfully, but I'm running into an issue with duplicate product model records being created in the cmdb_model table.

The model names coming from Intune don't always exactly match the model names we already have in ServiceNow. For example, Intune might send "Surface Pro 9 for Business" while our existing SN product model's display name is "Surface Pro 9". Because of this mismatch, the RTE treats it as a new model and creates a duplicate record. This will cause data quality issues in our CMDB and asset reporting.

I'm looking for a way to intercept or normalize the incoming model name from Intune before it reaches the model lookup/creation logic, so that it maps to an existing product model instead of creating a new one. Has anyone dealt with a similar mismatch issue with the Intune SGC or any other Service Graph Connector? If so, what approach did you take?

[rajneeshbaranwa]

It will be difficult to normalize model names unless you have HAM Pro licenses. Ideal process for Hardware assets are that you import Asset Records through ASN which will also associate Model to the asset. Once these assets become operational they are discovered through discovery sources, these assets get updated rather than creating new model but there is always a chance that if an asset is missed through import process, Discovery source may create new new model as name might not exactly match between Intune and Import process

[anthonyfall]

Thanks for the response. I had a suspicion that a HAM license would be needed.

I don't believe I will have access to a HAM license in the near future. I'll keep researching, but it sounds like this will need to be manually addressed on each product model.