Duplicate Server Record Creation in CMDB - Support and Troubleshooting

Duplicate Server Record Creation in CMDB Issue .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: #000000; } span { font-size: 12pt; font-family: Lato; color: #000000; } h2 { font-size: 24pt; font-family: Lato; color: black; } h3 { font-size: 18pt; font-family: Lato; color: black; } h4 { font-size: 14pt; font-family: Lato; color: black; } a { font-size: 12pt; font-family: Lato; color: #00718F; } a:hover { font-size: 12pt; color: #024F69; } a:target { font-size: 12pt; color: #032D42; } a:visited { font-size: 12pt; color: #00718f; } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } Duplicate Configuration Items (CIs) may appear in the CMDB when the same server is discovered from multiple sources (e.g., ServiceNow Discovery, Service Graph Connectors) with different names.

This can result in multiple server records for the same asset, leading to inaccurate billing , compliance issues , and data inconsistencies .

This article explains how to detect the issue, upcoming changes in the product, and best practices to prevent it—especially using the object_id field.

Symptoms .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: #000000; } span { font-size: 12pt; font-family: Lato; color: #000000; } h2 { font-size: 24pt; font-family: Lato; color: black; } h3 { font-size: 18pt; font-family: Lato; color: black; } h4 { font-size: 14pt; font-family: Lato; color: black; } a { font-size: 12pt; font-family: Lato; color: #00718F; } a:hover { font-size: 12pt; color: #024F69; } a:target { font-size: 12pt; color: #032D42; } a:visited { font-size: 12pt; color: #00718f; } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } You may notice:

Multiple records for the same physical or virtual server Variations in the name or discovery_source fields across those records Asset duplication affecting downstream processes like billing, contract management, or reporting .

Script to Detect Duplicates:

To assess how many such duplicates exist in your instance today, use the script below in the Background Scripts module:

Identification Rule Changes

✅ What's Changing:

New Identifier (Inactive): A new identifier is being shipped for the computer table but will remain inactive initially. This gives customers time to review and clean up their CI data before it's enforced in later releases. Default Hardware Rules Synced to Computer Table: All existing OOB hardware identifier rules will be copied to the computer table. If these hardware rules have been updated or customized, a scheduled script will be shipped to sync them to the computer table. New IRE Rule on object_id Field (Lowest Priority): A new IRE rule will be added to match on the object_id field with the lowest priority. Scheduled Script to Copy Related Entries from Hardware Rule: As part of the CMDB CI Class Models plugin ( app-cmdb-content ), a scheduled script will: Copy or update identifier rule entries and related components from hardware to computer table. Ensure consistent matching behaviour across both tables. Cause .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: #000000; } span { font-size: 12pt; font-family: Lato; color: #000000; } h2 { font-size: 24pt; font-family: Lato; color: black; } h3 { font-size: 18pt; font-family: Lato; color: black; } h4 { font-size: 14pt; font-family: Lato; color: black; } a { font-size: 12pt; font-family: Lato; color: #00718F; } a:hover { font-size: 12pt; color: #024F69; } a:target { font-size: 12pt; color: #032D42; } a:visited { font-size: 12pt; color: #00718f; } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } Currently, we receive different names for the same server from various sources. Since the name is often the only identifier available to create a server record, this leads to the creation of duplicate server records.

Resolution .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: #000000; } span { font-size: 12pt; font-family: Lato; color: #000000; } h2 { font-size: 24pt; font-family: Lato; color: black; } h3 { font-size: 18pt; font-family: Lato; color: black; } h4 { font-size: 14pt; font-family: Lato; color: black; } a { font-size: 12pt; font-family: Lato; color: #00718F; } a:hover { font-size: 12pt; color: #024F69; } a:target { font-size: 12pt; color: #032D42; } a:visited { font-size: 12pt; color: #00718f; } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } To avoid and resolve duplication:

Enable the Computer Identifier Rule from CI Identifier Rules. Run the scheduled script ( Sync HW identifier and related entries ) shipped with the CMDB CI Class Models plugin. Enable the new IRE rule for object_id (once available and tested in sub-prod). Ensure CI creation processes populate object_id , especially if you're creating virtual servers through provisioning before discovery. Test in a non-production environment before enabling the rule in production.

Important Considerations for Customers:

If your organization uses object_id for custom purposes (e.g., third-party integrations, mappings), enabling this rule may affect that logic.

Please validate usage before proceeding.

Next Steps:

Run the duplicate detection script in your instance. Review how object_id is used and populated in your provisioning or integration workflows. Coordinate with internal stakeholders (CMDB owners, asset managers, platform owners). Test the new rule in a sub-production environment before enabling it in production