Synchronizing an asset class with a configuration item class and install base class

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Synchronizing an asset class with a configuration item class and install base class

    The synchronization of asset classes, configuration item (CI) classes, and install base classes in the Customer Service Management (CSM) application is achieved by mapping model categories. This process ensures that data flows seamlessly between the entities, as the same information is replicated across them.

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    Key Features

    • Bidirectional synchronization is established by mapping fields such as Location, Install date, Consumer, Account, State, and Contact between the install base item form and the asset form.
    • To successfully synchronize updates, changes to the Consumer and Account fields must be made from the install base item, as updates from the asset form do not reflect back to the install base item.
    • The Install Base item class displays tables extending from the install base table [sninstallbaseitem]. If there are no extensions, no options will appear in the Install Base Class list.
    • A sample migration script can facilitate the synchronization between an install base record and its associated record.
    • The product instance identifier helps prevent duplicate records by tracking install base items and their corresponding assets.
    • The product instance hierarchy is essential for maintaining synchronization, where changes in the asset hierarchy automatically reflect in the install base hierarchy.

    Key Outcomes

    By implementing this synchronization, ServiceNow customers can ensure that all relevant information about assets and install base items is consistently updated and accurate, leading to improved data integrity and operational efficiency. Additionally, adopting the product instance hierarchy enhances the management of related assets and install base items, facilitating better oversight and control within the CSM framework.

    You can synchronize the asset class, configuration item (CI) class, and the install base class by mapping the model categories in the Customer Service Management (CSM) application. With this synchronization, the data can flow between the different entities because the same information is replicated on both entities.

    Overview

    By mapping the install base class, configuration item class, and asset class fields, you can synchronize the information on both the install base item and the asset form. This mapping creates a bidirectional synchronization. For example, you can update any one of the Location, Install date, Consumer, Account, State, and Contact fields on the install base item form to create a synchronization between the install base item and the asset form. For more information on the different fields on the install base form, see Create an install base item.
    Note:
    You must update the Consumer and Account fields from the install base item to synchronize the updates to the asset form. Updating the fields on the asset form doesn’t synchronize the updates to the install base item.

    Install Base item class

    The Install Base item class on the model category form only displays the tables that extend from the install base table [sn_install_base_item]. If the install base table has no extensions, no options are displayed in the Install Base Class list. You can create a synchronization between an install base record and an existing associated record by using the following sample migration script.

    var ibClasses = []; //If the list is empty, system will fetch model categories for all Install base item classes
var assetIBIntegrationUtil = new sn_install_base.AssetIBIntegrationUtils();
assetIBIntegrationUtil.syncExistingInstallBaseRecordsToAsset(ibClasses)

    Product instance identifier

    The product instance identifier helps to avoid creating duplicate records by tracking install base items and their corresponding assets. The product instance identifier applies to all the extensions of the install base [sn_install_base_item] table.
    Note:
    The Is product instance flag on the Model Category form is read-only by default and is marked true for selective model categories only. The product instance identifier is a hash value and not a user-friendly field.

    Product instance hierarchy for Install Base Management

    Adopt the product instance hierarchy into Install Base Management to maintain a synchronization between an asset and an install base item in the Customer Service Management application.

    Enable the product instance to create a synchronization for all changes that occur in the asset hierarchy to automatically reflect in the install base hierarchy. An install base item hierarchy depends on the hierarchy of its associated assets. The Install base hierarchy mirrors its corresponding asset model hierarchy for both the parent and child install base items.
    Note:
    All the instances in the hierarchy must belong to the same model category.