---
sourceDocument: Australia ServiceNow AI Platform Capabilities
sourceDocumentLink: https://www.servicenow.com/docs/r/australia/servicenow-platform

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia ServiceNow AI Platform Capabilities

ft:clusterId :

    - platcap

bundleId :

    - platcap

workflow :

    - Platform


---

# Auto resolve de-duplication tasks

# Auto Resolve De-Duplication tasks {#ariaid-title1}

Release version: Australia  
Updated September 15, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read  
Use the CMDB Duplicate CI Agent in ServiceNow Otto to automatically identify, analyze, and resolve multiple duplicate CIs using AI based recommendations.

## Before you begin

For more information on what duplicate CIs are, see the [Duplicate CIs remediation](https://www.servicenow.com/docs/gSpynTBDyN19wsPvnN1TsQ "Duplicate CIs in the CMDB unnecessarily overload the system and interfere with the CMDB's integrity and reliability. It is therefore important to regularly use CMDB tools that detect and remediate duplicate CIs.") topic.

Role required: cmdb_dedup_admin

## About this task

This agent analyzes duplicate CIs and generate recommendations covering CI selection, attribute conflict resolution, and relationship merging. Administrators can review and approve recommendations in configurable batches
before execution, or configure templates to auto-resolve duplicates without manual intervention.  
The CMDB Duplicate CI Agent identifies duplicate CIs and groups them into similar classes and internally uses the [De-Duplication Templates](https://www.servicenow.com/docs/lDHFFH4nhQMG4y2jRSxtYg "Create libraries of de-duplication templates in CMDB Workspace, to process de-duplication tasks which remediate duplicate CIs, in a consistent manner and in bulk. De-duplication templates are pre-configured with all necessary settings for remediating duplicate CIs in de-duplication tasks, per class.") framework along with the [De-Duplication Task Resolution Assistant](https://www.servicenow.com/docs/jxrD6PCdv0ukwjyQbQUeew "ServiceNow Otto recommends resolutions for duplication tasks by automating the choices that a user would typically make. ServiceNow Otto makes recommendations for the main CI, attribute relationship, and related item values to merge, and duplicate CI actions to perform. The process enhances accuracy and greatly reduces the time and effort needed to address CI duplication.") skill to resolve the duplicates automatically.  
Note:  
To experience a smoother procedure with the agent, avoid running manual templates at the same time.

## Procedure

1. Navigate to AllWorkspacesCMDB Workspace.
2. Under the Management tools section and the Optimize section, select CMDB success advisor.
3. In the Duplicate CIs panel or Duplicate CIs number table, select Ask Otto.  
   The ServiceNow Otto panel opens.
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## Show AI Recommendations, Track Progress, and Update Settings {#na-cmdb-agent-dedup-task__example_ep1_2ml_tkc}

The following example follows how users can use ServiceNow Otto to determine whether the AI recommendations are optimal choices to resolve de-duplication tasks.  
Note:  
A group is a class. The agent will internally analyze and categorize the duplicate CIs based on their classes into what is organized into groups.

1. The following image shows the beginning of the agent prompt that opens. The agent automatically organizes the duplicate CIs by group such as Servers, Hardware, Window Servers, etc. Select one of the following:
   * Show me groups ready for review - This displays all the groups and their duplicate CIs and presents them as a subset of groups for review.
   * Track progress
   * Update settings
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2. The Duplicate CIs prompt shows up. Select one of the following:
   1. Accept, apply all recommendations. If the agent is satisfactory across multiple duplicate CIs,to apply all the changes automatically.
   2. Reject, don't show this group again. To reject recommendations and not see the group.
   3. Skip for now. To skip the group.

   {#na-cmdb-agent-dedup-task__ol_gbd_wxw_5kc}

   Select the Main CI name to see the de-duplication summary and review.

   To override AI recommendations, you can select the ![Expand icon.]()Expand icon.
3. In ServiceNow Otto, enter <kbd class="ph userinput">Track Progress</kbd> to track the duplicate CI resolution progress of the class. Select one of the following:
   * Show me groups ready for review
   * Track progress
   * Update settings
   {#na-cmdb-agent-dedup-task__ul_lqk_zxl_tkc}

   The groups are organized based on their automation status and select a group to view the progress of the group.
4. When you select Update settings, you can customize which groups you want to show or hide, the automation status, and other properties in the settings.

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