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

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of Synchronizing an Asset Class with a Configuration Item Class and Install Base Class

    This process allows ServiceNow customers to synchronize asset classes, configuration item (CI) classes, and Install base classes by mapping model categories within the Customer Service Management (CSM) application. This synchronization enables data flow between entities by ensuring that the same information is replicated across both the Install base item and asset forms.

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    Key Features

    • Bidirectional Synchronization: By updating fields such as Location, Install date, Consumer, Account, State, and Contact on the Install base item form, changes will reflect on the asset form. However, updates to the asset form will not synchronize back to the Install base item unless the Consumer and Account fields are updated from the Install base item.
    • Install Base Item Class: The Install base item class shows only tables extending from the Install base table. If no extensions exist, the options will not appear in the Install base class list.
    • Product Instance Identifier: This identifier prevents duplicate records by tracking Install base items and their assets. It applies across all extensions of the Install base table and is a read-only hash value.
    • Product Instance Hierarchy: Establishing this hierarchy ensures that changes in the asset hierarchy automatically update the Install base hierarchy, maintaining consistency between parent and child Install base items.

    Key Outcomes

    By effectively synchronizing these classes, ServiceNow customers can expect improved data integrity across their asset management processes, streamlined updates, and enhanced visibility into the relationships between assets and their corresponding Install base items. This synchronization facilitates better management of customer service operations and supports accurate reporting and decision-making.

    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 automatically to 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.