All I want to do is stop CI install status from updating hardware asset state

[JennyBell]

Hello all,

I would be eternally grateful for any help I can get.  I am new to ServiceNow (Australia release - most recent update) and have noticed when our SCCM/Discovery/CMDB updates a laptop as Retired, it changes the asset state to Retired and this should NOT be happening.  The laptops we have identified as being automatically marked as "retired" are still in active use and deployed to a user.  It is also changing some other states, but if I can get this one figured out, then I can do the rest.

There has to be an easy way to stop this from happening, right?  When I test in our lower instances, if I change the install status to retired on the computer CI record, it changes the Hardware status (and it changes the Hardware Asset to retired.  

I've read so many articles from the community, but none that are more recent than 2023 and do not really answer my question and to be honest I'm in over my head when scripting.  

Could someone help me craft something or provide me guided instruction on how to stop this from happening?  Again, I do NOT want the CI class = Computer, install status of Retired to change my hardware asset states and substates - we need to manually control the asset states for now.

Thanks!

Jen

[Dr Atul - LNG]

Hi @JennyBell 

Itis OOTB; you need to check these 2 tables, the BR, and the script include that syncs.

[Tanushree Maiti]

Hi @JennyBell 

Refer this KB for better understanding how this synching takes place. That way you can do required update on correct place.

 KB3044898 How does CI to Asset synchronization work in ServiceNow, and which specific CI fields trig... 

Issue

Most users get confused between install_status and hardware_status — This article will help you to clarify which field drives the sync for hardware assets (alm_hardware) versus non-hardware assets like software licenses (alm_license) and consumables (alm_consumable), and which mapping tables (alm_asset_ci_field_mapping, alm_asset_ci_state_mapping, alm_hardware_state_mapping) are involved in each case.

Resolution

Review the below script include,
AssetAndCISynchronizer: /sys_script_include.do?sys_id=9ec37b411b012000e49bfbcd2c071380

Mapping tables included for sync:

ASSET_CI_FIELD_MAPPING_TABLE: 'alm_asset_ci_field_mapping',
ASSET_BASE_CI_STATE_MAPPING_TABLE: 'alm_asset_ci_state_mapping',
ASSET_HARDWARE_CI_STATE_MAPPING_TABLE: 'alm_hardware_state_mapping', 

So the sync will consider different fields of CI's to sync the asset,
Let's say you have a CI with an asset (alm_hardware). Now, if you change the install status of the CI, it will not update the Asset record.
You have to update the hardware status of the CI, and it uses the mappings from the alm_hardware_state_mapping table and will sync the Assets

1. alm_asset_ci_field_mapping — Field-level sync

Handles general field mapping between CI and Asset records (e.g., name, serial number, etc.) for all asset types.

2. alm_asset_ci_state_mapping — Base/Non-hardware Asset state sync
Controls state synchronization for non-hardware assets, such as:

[-]Software licenses (alm_license)
[-]Consumables (alm_consumable)
[-]Other non-hardware asset types
[-]The field it watches is install_status on the CI side, and maps it to the asset_tag / substatus on the Asset.

3. alm_hardware_state_mapping — Hardware Asset state sync
Controls state synchronization specifically for hardware assets (alm_hardware), such as:

[-]Servers, computers, network gear, etc.
[-]The key distinction here is that it watches the hardware_status field on the CI, NOT install_status.

[Tanushree Maiti]

Also @JennyBell 

Following BRs are  in place to sync the data.

[drbob]

As the other replies indicate, changing the sync behaviour can be done but shouldn't the question be...

Why are the CIs of _actively deployed_ laptops being marked retired ?