Managing Duplicate Asset Records with Model Category and IntegrationHub ETL

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Kilo Sage

16 hours ago

Hello ServiceNow Community,
 
I’m working with an out-of-the-box model category setup where the CI class is  cmdb_ci_handheld_computing  and the asset class is a custom table  u_xyz_abc . We import CI and asset data from Microsoft Intune via the Service Graph Connector, processed through IntegrationHub ETL.
 
Although the standard model category configuration should prevent duplicate assets by matching on serial number or IMEI (the default unique identifiers), we are still encountering duplicate asset records.
I want to understand:
 
•Is serial number and IMEI the default unique identifier out-of-the-box for asset and CI matching?
•If so, how can I add more unique identifiers to improve matching and prevent duplicates?
•Where exactly can additional unique identifiers be configured or added within ServiceNow to enhance asset and CI reconciliation?
•Best practices for preventing duplicates with custom asset classes and IntegrationHub ETL imports.
 
 
Looking forward to insights from the community or pointers to relevant documentation.
Thank you!
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Kieran Anson
Kilo Patron

14 hours ago

Hi,

If you're importing items into the CMDB, and subsequently creating assets, then OOTB for the cmdb_ci_handheld_computing  table the following identifiers are used

  • Serial
  • Name
  • Related list, network adaptor mac address

You would need to update your CMBD identification rules if you wanted to match on more fields, such as model info and IMEI

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