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

Release version: Yokohama

Updated January 30, 2025

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

ServiceNow enables synchronization between asset classes, configuration item (CI) classes, and install base classes by mapping model categories within the Customer Service Management (CSM) application. This bidirectional synchronization ensures that key information, such as Location, Install date, Consumer, Account, State, and Contact, is consistently updated across both install base items and asset records.

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Important: Updates to the Consumer and Account fields must be made on the install base item form to reflect on the asset form. Changes made on the asset form do not synchronize back to the install base item.

Install Base Item Class

The install base item class list on the model category form displays only tables extending from the sninstallbaseitem table. If no extensions exist, no options appear. Customers can synchronize existing install base records with associated asset records using provided migration scripts, facilitating smooth data integration.

Product Instance Identifier

The product instance identifier is a hashed value used to prevent duplicate records by uniquely tracking install base items and their corresponding assets. This identifier applies to all extensions of the sninstallbaseitem table. It is important to note that the "Is product instance" flag is read-only and only true for selected model categories.

Product Instance Hierarchy for Install Base Management

ServiceNow leverages a product instance hierarchy to maintain synchronization between asset hierarchies and install base hierarchies within the CSM application. Changes in the asset hierarchy automatically reflect in the install base hierarchy, ensuring consistency for both parent and child items. All instances within the hierarchy must belong to the same model category to maintain this synchronization.

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.