--- sourceDocument: Brazil ServiceNow AI Platform Capabilities sourceDocumentLink: https://www.servicenow.com/docs/r/servicenow-platform Release : - brazil ft:locale : - en-US ft:publication_title : - Brazil ServiceNow AI Platform Capabilities ft:clusterId : - platcap bundleId : - platcap workflow : - Platform --- # Tracking and troubleshooting # CMDB Health process tracking and troubleshooting {#ariaid-title1} Release version: Brazil Updated September 10, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of CMDB Health process tracking and troubleshooting This guide assists ServiceNow customers in tracking and resolving issues within the CMDB Health processes. It covers logging setup, processing status checks, handling orphan records, scripted audit considerations, and understanding common CMDB Health process status messages. Show full answer Show less ## Logging Configuration By default, only error messages from CMDB Health are logged to the **syslog** table. To capture additional **info** and **warning** messages---typically logged at the start and end of processing cycles---customers need to update the system property **glide.cmdb.logger.usesyslog.CMDBHealth**. This enables better visibility into the CMDB Health process flow. ## Processing Status Monitoring If scheduled jobs are enabled but data isn't visible on the configuration management database dashboard, customers should check the **CMDB Health Metric Status \[cmdbhealthmetricstatus\]** table. Metrics initially show as "In Progress" and can finalize in states such as: * **Complete:** All classes processed successfully within failure thresholds * **Max Failures:** Failure count exceeded threshold; processing aborts and restarts next cycle * **Daily Time Out Pause:** Processing time limit reached; processing pauses and resumes next cycle Similarly, KPIs reflect combined metric states and may show as Complete, Incomplete (due to failures), or Daily Time Out Pause. ## Performance Troubleshooting To identify classes that take excessive time during metric processing, customers can review the **CMDB Health Processor Status \[cmdbhealthprocessorstatus\]** table. This enables pinpointing slow validations and optimizing audit rules. ## Handling Orphan Records from Broken Hierarchies Orphaned CI records caused by deletions in only some hierarchy tables may not be accessible or removable via standard CMDB interfaces. Because these records require direct database deletion, customers must contact ServiceNow Support for assistance. Orphan test results pinpoint exactly where the hierarchy is broken, aiding Support in remediation. ## Scripted Audit Considerations If scripted audit results are skipped in compliance KPIs, it often indicates the audit script lacks a populated **Last ran date**. Without this date, CMDB Health cannot recognize the audit run as recent, leading to exclusion of those results. ## Common CMDB Health Process Status Messages * **Failure threshold reached:** Displayed when failing CI counts exceed metric thresholds, indicating an issue requiring attention. * **Incomplete score:** Indicates inability to calculate metric scores due to processing failures. ## Next Steps for Customers * Review CMDB Health metrics and processor status tables to monitor process health and identify bottlenecks. * Adjust logging properties to increase visibility into processing cycles. * Engage Support for orphan CI cleanup when needed. * Ensure scripted audits include proper Last ran dates for compliance inclusion. * Use related features such as relationship and CI health views and remediation rules to maintain CMDB integrity. Use the following information to track and resolve issues with the CMDB Health processes. ## Logging By default, only error messages are logged to the syslog table, with the source name CmdbHealth. To enable logging of 'info' and 'warning' messages (which are typically logged at the start and end of each processing cycle), update the system property glide.cmdb.logger.use_syslog.CMDBHealth. For information about using this property, see [CMDB Health system properties](https://www.servicenow.com/docs/3qX5aHpUDwHvwuakBdrnZg "Configure the following system properties to customize how CMDB Health monitors and evaluates CIs health."). ## Processing status If scheduled jobs are enabled, but data is not displaying on the \ dashboard, you can check the processing status in the CMDB Health Metric Status \[cmdb_health_metric_status\] table. Depending on the status of the inactive metric, decide how to proceed. Initially, the state of all metrics is 'In Progress'. Possible final states of a metric: Complete : All classes are processed and the number of failures is under the maximum failures threshold. Max Failures : The number of failures for this metric reached the maximum failures threshold. Processing has been aborted and will start over in the next run. Daily Time Out Pause : The processor reached the processing time limit. Processing is paused and will resume in the next run. At the end of a processing cycle, the final state of a KPI depends on the final state of its associated metrics. Possible final state of a KPI: Complete : All associated metrics are in Complete state and score calculation is complete. Incomplete : Score is not calculated because one of the associated metrics reached its maximum failure thresholds. Daily Time Out Pause : Timed out because one of the associated metrics has reached its processing time limit. ## Processing time If processing of a metric times out, you can find out which class takes too long to process. Use this information to find out if any validation rules are weak. The progress of each metric is tracked in the CMDB Health Processor Status table \[cmdb_health_processor_status\]. Status for classes that have been processed for a metric is Complete, and for classes that are yet to be processed is Draft. By looking at the update time for each class, you can calculate the length of processing time for each class. ## Orphan records due to broken hierarchy Orphan rules might detect an orphan CI, which you are not able to access and delete. Or, there might be a mismatch between the list view that displays the orphan records, and the total number of records. These findings are due to records being deleted in the database from only one table in the CMDB hierarchy. These CI records are not accessible via GlideRecord and must be deleted directly from the database. Therefore, in this case, to delete an orphan CI from the database you must contact Support to get help. Orphan test results provide the details of where exactly the hierarchy is broken. For example, the message "This cmdb_ci_linux_server CI \[91054fc24f22520053d6e1d18110c713\] is missing record in cmdb_ci_computer table" means that a record of that sys_id must be deleted from the CMDB, cmdb_ci, cmdb_ci_hardware, cmdb_ci_server, and the cmdb_ci_linux_server tables (the Computer class is between the Hardware and the Server classes in the hierarchy.) ## Scripted audits Skipped {#c_CMDBHealthTroubleshooting__section_gch_n14_qz} An error message is logged if the results from a scripted audit are not included in the compliance KPI. The reason can be that the script in the audit was not updated to populate its Last ran date field. Without a Last ran date value, CMDB Health is unable to identify these run results as part of a recent complete audit run, and skips those results. * **[CMDB Health process status: failure threshold reached](https://www.servicenow.com/docs/p8UnmCq36YbZHvGUpieEyg)** The CMDB Health Dashboard shows the string 'failure threshold reached' when the number of CIs that are failing the metric tests, reaches the failure threshold set for the metric. * **[CMDB Health process status: incomplete score](https://www.servicenow.com/docs/TAE7n543CDc~0N7B4DIl0Q)** The CMDB Health Dashboard shows the string 'incomplete score' for a metric when it fails to calculate the score for the metric. **Related concepts** * [Exploring CMDB Health](https://www.servicenow.com/docs/YeTcuo3gYSOMhJCUW_gM7Q "Learn more about CMDB Health and review the benefits it can provide for users in your organization.") * [CMDB Health experience in CMDB Workspace and in Service Graph Workspace](https://www.servicenow.com/docs/WH~hOxpl82ucfAP~hbOYqQ "View CMDB Health dashboards and use other CMDB Health-related features in CMDB Workspace and in Service Graph Workspace.") * [View CMDB Health Dashboard](https://www.servicenow.com/docs/iJ~8SfnUVSPR_u4MQ4NwQA "The CMDB Health Dashboard serves as a central location to view detailed health reports for your CMDB at a glance. Also, it provides functions to remediate issues that CMDB Health detected, to improve CMDB health.") * [CMDB Health reference](https://www.servicenow.com/docs/jqjgHiGxbBJA~9DnfTDhWA "Reference topics provide additional information about the KPIs and metrics that CMDB Health uses and about tables, scheduled jobs, and properties that are used by CMDB Health.") **Related tasks** * [View relationships health](https://www.servicenow.com/docs/CodB2tqu7oKyaM1DLhGWXQ "View health scores for relationship health such as orphan, stale, and duplicate relationships, in the Relationship Health Dashboard.") * [View CI health](https://www.servicenow.com/docs/P9TnJ2H0FKizaT1aLFtazA "View CMDB Health report for an individual CI, on the CIs form in CMDB Workspace or in Service Graph Workspace.") * [Create a CMDB remediation rule](https://www.servicenow.com/docs/CG7v0x80Iab_tyBgtalcCw "A CMDB remediation rule is associated with a task that was created for a failed CMDB health test. A CMDB remediation rule is applied automatically or manually to execute a remediation workflow that can, for example, delete stale CIs.")