Asset CI field mismatch.

[Aishwarya20]

Hi,

How to know the root cause of asset ci field mismatch happens.

so many records having this issue please help me on same...

in CI the state is retired but in asset state is In stock...

Thanks

[emir]

someone has messed with OOB status sync as described here

[cassieb_]

I have noticed the same issue and have an open incident with ServiceNow for one of my clients. 

The problem occurs when a user is updating an asset record and only has a cmdb_read role for the CMDB. The "asset" role comes with the "cmdb_read" role OOB, but not one that allows for editing the CI record. 

I suggest checking the history on the asset record to see when the state was changed and by whom, and compare it to the history on the CI record. 

The sn_cmdb_editor role gives the ability to create, update and delete CI records, but is not included in the "asset" role OOB.

Considerations should be made if you should give that role to your users with the "asset" role.

[cassieb_]

Here is the Steps to Reproduce (as done in my PDI)
1) Create a group and assign it the “asset” role. (For example, Asset Analysts)
2) Select a user that does not belong to any group and does not have any additional roles. (For example barbara.hindley) and add that user to the newly created group.
3) Confirm that the user is now granted roles based on the “asset” role.
4) Ensure that the OOB Asset-CI Install Status mapping is Active (For example Retired Asset State maps to Retired Configuration Item Status)
5) Impersonate the user
6) Navigate to Asset Portfolios > Hardware Assets
7) Open the record for a Hardware Asset that has a related configuration item. (For example Asset tag is P1000236). Make note of the State of the Asset, (for example In use).
😎 Open the record for the associated Configuration Item and note its current Install Status, Hardware Status and Operational Status (For example Installed, Installed & Operational, respectively)
9) Change the State of the Hardware Asset (For example, Retired)
10) Inspect the Status, Hardware Status and Operational Status of the related configuration item did not change.

[emir]

Please note that Hardware Status is a legacy field and and it requires an addition to the OOB BR to make that status sync work.

Keep us updated of your Case and the outcome please.