Old Reconciliation Rules are preventing Cloud Load Balancer CIs from being updated by a different discovery/data source. - Known Error

Old Reconciliation Rules are preventing Cloud Load Balancer CIs from being updated by a different discovery/data source. Description Old Reconciliation Rules are preventing Cloud Load Balancer CIs from being updated by a different discovery/data source.

Steps to Reproduce

SGC connectors not able to update cmdb_ci_cloud_load_balancer CIs after creation.

Workaround Issue:

Reconciliation rules are preventing updates from SGC data sources or some other data sources. Customers using SGC (or other third-party sources) along with Discovery plugins observe that CI updates are not reflected in the CMDB because existing reconciliation rules block those updates.

This behavior specifically impacts the following cloud resource classes:

cmdb_ci_cloud_load_balancer cmdb_ci_lb_service

Cause:

OOTB reconciliation rules from both ServiceWatch and ServiceNow data sources are taking precedence, which prevents SGC (or other sources) from updating CI attributes.

Solution: Remove the OOTB reconciliation rules for the affected classes under both below CIs in both ServiceWatch and ServiceNow Data sources in cmdb_reconciliation_definition table.

Affected CI Classes:

cmdb_ci_cloud_load_balancer cmdb_ci_lb_service

Fix:

You can either follow the steps below or apply the provided update set to remove the reconciliation rules.

Note:

The OOTB PRB fix only applies only to new customers who install the Discovery plugin on the Brazil release or later.

Existing customers who upgraded to Brazil (or later) may still encounter this issue, as the fix is not applied automatically to pre-existing reconciliation rules.

Navigation Steps :

Go to : All -> Configuration -> Identification/Reconciliation -> Reconciliation Definitions

Apply Filter: Applies to contains cmdb_ci_cloud_load_balancer OR cmdb_ci_lb_service -> Then remove the relevant OOTB reconciliation rules.

Reconciliation Rules to Remove:

Reconcile Rule Sys ID Class name Discovery source 0189068a731123008c51d6dcb7f6a780 cmdb_ci_cloud_load_balancer ServiceWatch 36bc2ab3ff100200ab8fffffffffff5d cmdb_ci_lb_service ServiceWatch dbf893321bc1901037a90e16ec4bcb63 cmdb_ci_cloud_load_balancer ServiceNow 92ede0e1c3693200daa79624a1d3ae15 cmdb_ci_lb_service ServiceNow