ServiceNow Windows Server CI DNS Domain or RAM fields are not populated after DiscoveryIssue <!-- /*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: ; } } After Windows Server Discovery completes, the DNS Domain or RAM (MB) field remains empty on one or more Windows Server configuration items (CIs), even though the CI is successfully discovered. Facts<!-- /*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: ; } } The behavior can affect only a subset of Windows servers, including virtual machines. For the RAM field: The out-of-box Windows OS - Servers pattern queries the Win32_PhysicalMemory WMI class.The query completed without an authentication or connectivity error but returned no records.Discovery calculates RAM by adding the Capacity values returned for the physical memory modules.When the query returns no records, the pattern has no memory values to calculate, and the RAM field remains empty.The Win32_ComputerSystem.TotalPhysicalMemory property may still return the total memory. For the DNS Domain field: The Shazzam DNS probe reported the DNS service as unresolved.Reverse DNS lookup for the target IP address returned Non-existent domain.Therefore, Shazzam could not obtain a usable fully qualified domain name (FQDN) or DNS domain for the target.The property glide.discovery.hostname.wmi_trusted determines whether Discovery trusts the domain information returned through WMI or uses DNS information collected through Shazzam. An Invalid namespace error for Root\MSCluster may also appear when the target is not a Windows Failover Cluster node. This message is unrelated to the missing RAM or DNS Domain values. Release<!-- /*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: ; } } ALL Cause<!-- /*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: ; } } RAM field: The target Windows WMI provider returned no instances from Win32_PhysicalMemory. The out-of-box Windows OS - Servers pattern calculates the RAM value from the Capacity values returned by this WMI class. Because no memory-module records were returned, the pattern could not calculate the RAM value. This can occur when the operating system or virtualization layer does not expose physical memory module information to the guest operating system. DNS Domain field: The configured source for hostname and domain information did not return a usable domain value. The DNS probe was unresolved, and reverse DNS lookup did not return an FQDN for the target IP address. If WMI or the Windows registry also does not provide valid domain information, Discovery cannot populate the DNS Domain field. This behavior is caused by missing source data and does not indicate a Windows credential or MID Server connectivity problem when the relevant pattern and WMI steps execute successfully. Resolution<!-- /*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: ; } } RAM field: Run the following PowerShell commands directly on the affected Windows server: Get-CimInstance -ClassName Win32_PhysicalMemory (Get-CimInstance -ClassName Win32_ComputerSystem).TotalPhysicalMemory Review the results: If Win32_PhysicalMemory returns memory-module records, confirm that each record contains a valid Capacity value.If Win32_PhysicalMemory returns no records but Win32_ComputerSystem.TotalPhysicalMemory returns a value, engage the Windows or virtualization team to determine why the WMI provider is not exposing physical-memory module information. After the WMI source returns the required memory-module data, rerun Discovery and verify that the RAM field is populated. If the virtualization platform cannot expose Win32_PhysicalMemory data and RAM must be populated from another WMI class, a controlled customization of the Windows pattern may be evaluated. Any customization should be tested and maintained through upgrades. DNS Domain field From the MID Server host, validate reverse DNS resolution for the affected target: nslookup <target_IP> Confirm that the command returns the expected FQDN.Work with the network or DNS team to verify: The MID Server can communicate with the configured DNS server.DNS traffic over UDP/TCP port 53 is permitted as required.A valid reverse lookup or PTR record exists for the target IP address.The returned hostname and domain are correct. Review the following system property: glide.discovery.hostname.wmi_trusted When set to true, Discovery trusts the hostname and domain information returned through WMI or the Windows registry. Confirm that the target returns the correct domain through this source.When set to false, Discovery uses the DNS information collected through Shazzam. Confirm that the Shazzam DNS probe successfully resolves the target. Because this property can affect Windows Discovery across the instance, test any change in a non-production environment before applying it more broadly. Rerun Discovery and confirm that: The RAM field is populated when Win32_PhysicalMemory returns valid Capacity data.The DNS Domain field is populated from the intended WMI/registry or Shazzam source.Previously unaffected Windows Server CIs continue to populate both fields correctly.