Service Graph Connector import fails with MULTI_MATCH due to non-unique serial numbers across devices<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } Issue BMC Service Graph Connector import creates duplicate CIs or fails with MULTI_MATCH errors when multiple devices share the same serial number. The IRE identification rule for cmdb_ci_server uses a composite identifier (Server Serial and MAC Address) that collapses to serial-only matching when MAC address is absent. Symptoms IRE returns MULTI_MATCH error during SGC import: Identification failed. Multiple CIs matched the criterion attributesDifferent physical devices appear as one merged CI record in CMDBCI records are overwritten unexpectedly during SGC importsErrors visible in cmdb_ire_partial_payloads tableCustomer business rule preventing duplicate insertion generates source errors Cause The CI identification rule for cmdb_ci_server is named Server Serial & MAC Address. It is a composite identifier requiring the intersection of Serial Number AND MAC Address. When the SGC data source does not provide MAC addresses (or devices share MACs in virtualized environments), the identifier collapses to serial number only. When serial numbers are not unique across devices, IRE encounters a MULTI_MATCH condition because multiple existing CIs match the same serial number criterion. The property glide.identification_engine.skip_duplicates (default true) controls whether the oldest CI is silently updated or the operation fails explicitly. Resolution This is working as designed. Serial numbers are expected to be unique identifiers. Options to address: Enrich the SGC data source export with MAC addresses to restore the full composite identifier and allow IRE to distinguish devices.Add a stronger or alternative identifier for the SGC source such as asset_tag, IP address, or hostname via CI Class Manager.Review the property glide.identification_engine.skip_duplicates: when true (default) the oldest CI is updated and newer is tagged duplicate_of; when false it fails explicitly with MULTI_MATCH so collisions are surfaced.Work with the third-party source team to ensure serial numbers are unique at the data source.For connectors that provide a unique device ID (e.g. SG-Intune DeviceID), consider replacing serial number with that field in the identification rule. See KB2555677 for an Intune-specific example.