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ServiceGraph Intune plugin 2.8.1 for handheld computing

Seshu TKV
Tera Contributor

3 weeks ago

Hi everyone,

I recently upgraded to the new ServiceGraph Connector for Microsoft Intune (v2.8.1) and I'm encountering a strange data ingestion behavior regarding Handheld Computing devices. I am hoping someone can help me understand what's happening under the hood.

Here is the breakdown of what I am seeing:

1. CIs Populating Without RTE Mapping

  • The Issue: When reviewing the Robust Transform Engine (RTE) for the Device Report, there is absolutely no target mapping defined for the Handheld Computing (cmdb_ci_handheld_compute) class.

  • The Behavior: Despite the lack of mapping in the RTE, data is successfully populating in both the Device Related tables and the Handheld Computing class.

  • Investigation: I have checked CI Class Manager and looked for custom Business Rules (BRs) that might be rerouting the data, but I couldn't find anything explaining how ServiceNow is identifying and populating these handheld devices.

2. Intermittent "Assigned to" Field Ingestion

  • The Good News: The Asset field is now populating correctly.

  • The Issue: The Assigned to field populates perfectly fine in the Device Related tables, but it is intermittently empty on the Handheld Computing CI record.

  • The Behavior:

    • I checked the Entity Operation, and it is correctly configured to accept both Username and Email address.

    • The Assigned to field populates sometimes, but other times it stays empty.

    • Temporary Fix: If I clear the respective record in the sys_object_source table, the Assigned to field successfully populates again on the next run. However, doing this triggers further integration errors (see attached error log).

My Questions:

  1. How is ServiceNow creating/updating Handheld Computing CIs if there is no explicit mapping setup in the Device Report RTE? Is there a hidden script, a nested definition, or a dynamic class switching mechanism at play in v2.8.1?

  2. Why is the Assigned to field behaving intermittently, and why does clearing sys_object_source temporarily fix it at the cost of integration errors?

I have attached the integration error logs for reference. Any insight into the architecture of this version or tips on how to fix the intermittent assignment issue would be greatly appreciated!

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Vikram Reddy
Tera Guru

3 weeks ago

Hello @Seshu TKV,

 

Import Log excerpt:
IRE Processing errors ->
1: ABANDONED: Abandoned due to too many errors
2: ABANDONED: Abandoned due to too many errors
3: Found duplicate records in lookup table
   [cmdb_ci_network_adapter] using fields
   [mac_address, name] and reference field [cmdb_ci]

That identifier rule is your real problem, not the RTE. Handheld Computing gets populated because class assignment runs off IRE identification rules in Class Manager, not the Device Report field mappings, so an empty target section there is expected. The Assigned to gap traces to the same log: when two network adapter rows share mac_address and name against different CIs, IRE abandons processing for that CI before it ever reaches the User Lookup step, so Assigned to comes back blank. Clearing sys_object_source only resets the recency cache so the next run is allowed to overwrite the field, but the duplicate adapter rows are still sitting there, so it flags again next cycle. Dedupe cmdb_ci_network_adapter on that mac_address/name pair, that's the actual fix.

 

Thank you,
Vikram Karety
Octigo Solutions INC

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