How to fix asset discovery not setting the Assigned To and Location Product Success Playbook How to fix asset discovery not setting the Assigned To and Location A step-by-step guide to fix Assigned To and Location is not setting during asset management discovery Table of Contents Summary Goal of this Playbook Audience Problem Overview Executive Summary How this playbook can help you achieve business goals How this playbook is structured Problem Analysis Upstream Causes Downstream Consequences Impact on Your Business Engagement Questions Remediation Plays Summary Play 1: Review your data Play 2: Analyze your Asset record Play 3: Fix Play1 – Manually Play 4: Fix play2 - Automation Play 5:Data Governance References<optional> Summary Goal of this Playbook Understand the issue of Assigned To and Location not setting during asset management discovery and help to fix those fields in the respective asset record. Details about this playbook Author Thiyagarajan Reviewer Emir Eminovic Date 09/22/2023 Addresses HSD # HSD0011905 Applicable ServiceNow Releases All Releases Time Required Approximately 1 to 4 hours (depending on your environment) Audience IT Asset Management teamServiceNow Administrator or Discovery Administrator Problem Overview Assignment and location in asset record provides clarity, accountability, and efficiency in managing and maintaining valuable resources. It contributes to better organizational control, financial management, and adherence to regulatory requirements. Due to various issues related to populating of assets, assignment and location information may not be updated in the asset record. This can adversely impact various asset management functions. Executive Summary How this playbook can help you achieve business goals This playbook provides guidance on how to find, remediate, and prevent Hardware Asset records without Location and Assigned To. Updating asset records assignment and location will help in various asset management functions like tracking and monitoring, efficient hardware utilization, maintenance and repair, cost allocation, security and compliance How this playbook is structured This playbook has 5plays Play 1 (a review data play) checks the respective ITAM Asset record.Play 2 (an analyze play) analyzes the discovered record.Play 3 (a fix play) add Location and Assigned To automatically.Play 4(a fix play) add Location and Assigned To manually.Play 5 Data Governance Problem Analysis Upstream Causes Assets are created from CMDB discovery and discovery schedules are with unspecified locationsLocation information was unavailable during the initial data loadManual input processes and updates being missed outIntegrations with external systems which have poor governanceAudit is not having steps to check and update the missing location and assigned toAssignment and location not updated during deployment of the asset Downstream Consequences Data Consequence Filtering or querying the asset record will not be effective. This may affect data including CMDBData binding for event management Operation Consequence Operational teams may face issue in troubleshooting or filtering or querying due to missing location and assignment information. Operational teams may have to work with various teams to track the asset location for upgrades, vendor interactions etc IT service actors are burdened and delayed in devising or employing alternatives to find accurate data on the fly if their trust is eroded by confusing asset informationUse of alternate sources of asset information and tracking can be difficult to stop once it has started.Failed audits App Consequence Other ServiceNow products rely heavily on location data and non-maintenance of location data impedes smooth functioning of these modules These products include ITSM, CSM, ITOM, HR, ITAM & Facilities Management Impact on Your Business Successful (IT Asset Management) ITAM relies heavily on accurate, up-to-date asset data which can come from multiple sources across various locations and assigned to. Tracking the right metrics for the record will get impact due to unassigned Location and Assigned To. Lower MTTR Faster hardware upgrades and fixes as you can quickly locate the asset Increase Operational Visibility With the location and assigned to readily available, it is easier for asset management reporting Audit/Compliance Asset allocation will be to valid and active usersLocation based hardware upgrades, patch/security updates will be compliantNeed to know who has what and where it is located Better User Experience Asset location and allocation lookups will be accurateTrust in asset management process Engagement Questions: Consider the answers to these questions: Do you have assets across multiple locations?How are the asset records created in ServiceNow?Do you have governance process for asset management?Who owns these devices?How do you deploy these assets to the end users? Remediation Plays SummaryThe table below lists and summarizes each of the remediation plays in the playbook. Details are included later. Play Name Review your data What this play is about Review Asset records with missing location and allocation Required tasks List the Asset records which does not contain Location and Assigned To Analyze Play What this play is about Analyzes the concerned Asset records Required tasks Follow the steps provided in the play Fix Plays 1 What this play is about Add Location and Assigned To by automation Required tasks This play provides you with links to support articles which help with fix Fix Plays 2 What this play is about Add Location and Assigned To by manually Required tasks Follow the steps provided in the play Data Governance What this play is about This play will help to monitor & manage Location and Assigned To Required tasks Regularly follow the steps provided in the play Play 1 – Review asset records What this Play is about This play will help us to understand the Asset Management discovered Asset records which does not contains Location and Assigned To. Required tasks Navigate to System Definition > asset Click on Assets > Portfolio > All assets Click the filter icon on the assets page.In the filter add query for A. assigned to is empty OR B. location is empty C. State is “In Use” 5. After adding the filter query click on “Run” button 6. The lists shows assigned to and location is empty Play 2 – Analyze Asset records What this Play is about This play will help us to analyze the Asset Management discovered asset records Required tasks Perform the steps provided in play 1 to get the asset records requiring correctionGroup by “Model” and analyze if the issue is specific to particular modelsAnalyze how these asset records were created. You can check who created it from sys_created_by and when was it created from sys_created_on fieldsIn case asset records are created from CMDB discovery, check if the associated CI has Location and Assigned to is populatedCheck if these asset records are created from third party integrations Play 3 - Fix Play1 – Automated approach to update Assigned to and Location What this Play is about This play will help us to add the Location and Assigned To by automatically. Required tasks Based on the analysis, proceed with one of the applicable fixesHere is the list of KB’s which helps to fix the Location and Assigned To for assets during discovery. Discovery - How Location field is set for a CI | Why is the Location field empty on a CI? | How to set location for CIs Using Pre/Post Processing Scripts to handle reference fields via Discovery Pattern Ensure Hardware CI - Asset Linkages For the integration issues, check for error messages in ServiceNow log files Transaction Logs, found at System Logs > TransactionsAll Logs, found at System Logs > System Log > AllWarning Logs, found at System Logs > System Log > WarningsError Logs, found at System Logs > System Log > Errors Play 4 - Fix Play2 – Manually update Location and Assigned to What this Play is about This play will help us to add the Location and Assigned To by manually. Required tasks Repeat play2 for getting the list of asses records which does not contain Location and Assigned To.Select the assigned to field and add the appropriate assigned to. Select the location field and add the appropriate location. Data Governance What this Play is about This play provides an approach for monitoring and managing the Location and Assigned To Asset Management maintenance governance process team to be set up for periodic maintenance of Location and Assigned To.Rerun Play 1 periodically to check the Location and Assigned To appropriately. References Reference Title 1. ITAM discovery reference link Link to Reference Congratulations You have completed this Product Success Playbook.