Having issues with SCCM integrations into SN after SCCM server upgrade - Resource IDs changed

koliva · ‎12-11-2018

Our operations group had to upgrade their SCCM server last month. When they do this, the resource ids completely change for the computers. When SCCM integration into SN runs, it messes everything up.

We ran into this 2 years ago. I worked with HI support and I think what we had to do was delete all records from sys_object_source and cmdb_serial_numbers and then it recreated these with the new resource ids.

Here we are 2 years later and it's a problem again. I'm in the process of deleting records from those tables and will run the import to see if it fixes it; this is in our dev instance.

I found this on community which is similar to my issue: https://community.servicenow.com/community?id=community_question&sys_id=227503eddbd8dbc01dcaf3231f961971&view_source=searchResult

Is there a better way around this issue?

Thank you.

Beginner_Servic · ‎03-05-2020

We are also same issue in our environment. Did you get any resolution for this?

koliva · ‎03-05-2020

No. My IT staff tells me it's a microsoft setup beyond their control when they upgrade to a brand new server.

Any Servicenow person or 3rd party partner to SN that I ask say it's something my IT staff isn't doing right.

This has been my biggest thorn in my side that has created so much headache for me.

We did change it to integrate by serial number, which helps with the computers, but I don't think the related tables are probably accurate because they still link by the resource id. And I just recently found out that even though we use serial number, there is a chance that a serial number could be used by two different manufacturers so I am wondering if I need to create an additional CI Identifier by Manufacturer/Serial Number?

Anton15 · ‎07-04-2023

Hi koliva

When you say 'had to upgrade their SCCM server', what did they actually upgrade?

I ask because I'm having the same issue.

Thanks

koliva · ‎07-05-2023

Our network staff created a brand new server for SCCM. Not sure of their steps for restoring the data to the new server, but in that process, it created brand new resource id's for each device. When this happened, it started updating the wrong records in servicenow. So I had to delete the sys_object_source and cmdb_serial_numbers and then it recreated these with the new resource ids. It seemed at the time that I was the only one having this issue which boggled my mind. The version of the SCCM integration we were using at the time was 2012.

We migrated to the Service Graph Connector - SCCM integration and sure enough we had a similar problem but not because of a migration of SCCM. It was due to the way the service graph connector works. It still relies on the resource id. We had to create a scheduled job to run nightly to clear out the sys_object_source and cmdb_serial_number tables. I don't understand why more people don't have this problem.