Handheld CIs, hardware assets, and model categories

Alan Akins · ‎11-05-2024

I've done a little searching but haven't really found proper guidance here. This might be more of an asset or CMDB question, as it's related to both.

After installing HAM, extended classes, etc., and there still is no mapping of any asset Model Category to a CI class for phones, mobile devices, etc. CI records created by Intune, Workspace One, Jamf, etc., all go into the Handheld Computing Devices CI Class. However, unlike computers (laptops, desktops), there is no way to have an asset record automatically created because the HHCD class is not mapped to any Model Category.

I know the only way to make a mapping is to create a new model category, because it isn't possible to edit an existing one. So the OOTB mobile-related model categories do me no good it appears. Does someone have insight as to why ServiceNow doesn't have this mapping already included/created? Are there any elegant solutions which don't require me to create a custom model category?

achin_chawla · ‎12-19-2024

Here's a breakdown of the situation and potential solutions:

1. Out-of-the-Box (OOTB) Mapping:

ServiceNow does not currently provide OOTB mappings for the "Handheld Computing Devices" CI class to asset model categories like phones or mobile devices. The reason could be that the use cases for mobile devices can vary greatly across organizations, and ServiceNow aims to keep the platform flexible for customization rather than prescriptive in these scenarios.

2. Why OOTB Model Categories for Mobile Devices Don’t Work:

The existing OOTB model categories are not linked to the "Handheld Computing Devices" CI class. This is likely because these CI classes are often populated by integrations (e.g., Intune, Workspace One, or Jamf) and are not always managed directly within the CMDB by default.

3. Elegant Solutions Without Creating Custom Model Categories:

Unfortunately, as of now, creating a new model category and mapping it to the HHCD CI class is the best way forward if you want automatic asset record creation. However, if you'd prefer not to create new categories, consider the following approaches:

Business Rule or Script Include: Create a custom business rule or script to map incoming CIs from Intune/Workspace One/Jamf to an appropriate asset model category based on your organization's requirements.

Table Inheritance: If you expect a significant amount of customization, consider extending the model category table (cmdb_model_category) to include a new subcategory specifically for handheld devices. This avoids editing OOTB configurations directly.

Dynamic Category Assignment: Use a data lookup rule to assign categories dynamically based on specific attributes (like manufacturer, model, or CI class).

4. Long-Term Recommendation:

If this is a frequent use case for your organization, it's worth creating a custom model category and documenting this in your CMDB governance policies. While it adds a step upfront, it simplifies ongoing management and ensures consistency.

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

Best regards

Achin Chawla

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spgarg04 · ‎11-05-2024

Hello

The CMDB class Handheld computing device is mapped to alm_hardware asset class, you can assign product models to this category, this is what we are doing and able to create the assets.

if my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

Best regards

Surya Prakash Garg

Connect me on Linked In

https://www.linkedin.com/in/spgarg/

Alan Akins · ‎11-05-2024

Thank you spgarg04.

What you show there is exactly as I would probably set it up myself were I to add a new Model Category.

Is your 'Handheld Computing Device" model category ootb? Because I've set up PDIs and I do not recall seeing it, even after installing every plugin that adds classes and categories.

spgarg04 · ‎11-05-2024

the handheld computing device is OOTB model category, could not be in your PDI because of product limitations.

if my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

Best regards

Surya Prakash Garg

Connect me on Linked In

https://www.linkedin.com/in/spgarg/

Alan Akins · ‎11-05-2024

Certainly possible. I'm still searching around. It's not in my production instance either. On your HHD model category, can I ask what the Create and Created By are? The date at least might help me figure out at what point in time we missed some kind of update.