CMDB Documentation

Vancouver Now Platform Capabilities
Vancouver Now
Platform Capabilities
Last updated: October 25, 2023
PDF generated on October 25, 2023

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associated.
Configuration Management Database (CMDB)

The CMDB is a centralized source that gives you full visibility into
your IT environment. By storing information about your organization's
infrastructure and how it is configured, this system allows you to monitor
your network and ensure stability and best performance.
Overview
Video: CMDB | Overview
Common Service
Managing the CMDB Dependency Views
Data Model (CSDM)
Build, View
Get
adjust, and monitor graphical data of
consistent modeling
representations of your infrastructure's
in the CMDB, with
your business elements and how
standardized data
infrastructure to they connect to and
terminology that can
support ServiceNow® support the rest of your
be used across the
products and services. network.
entire Now Platform.
Application Services
Data Certification
Create
application services Verify all
CIs from devices your data in the CMDB
and applications that and keep regular
business units and checkups using this
different products can powerful application.
use.

associated.
Managing the CMDB
Create models of your infrastructure using Configuration Management.

Store your infrastructure data, represented by configuration items (CI)—
all the computers, servers, routers, database instances, and services in
your network. Analyze trends, reduce problems, and handle incidents by
monitoring relationships between CI.
Common Service Data Model (CSDM)
Ensure your data is consistent across every database and ready for every
ServiceNow product. The CSDM provides standard terms and definitions
for your CI, and any IT services you use. Map your data to CMDB tables
clearly using this modeling to provide it to the apps that use it, across the
entire Now Platform.
Dependency Views
Take an in-depth look at your infrastructure and the status of all its
components with this plugin. Dependency Views lets you design and
customize graphical representations of your CI. Get real-time status
updates of your CI, along with data on the applications and services
they support, and access to info on any changes, problems, and alerts.
Application services
Use application services to represent and manage operations of various

ServiceNow business units and products. An application service is a set
of interconnected applications and hosts which are configured to offer
a service to the organization such as an organization's internal email
system. The various CIs and the relationships between them comprise an
application service and are stored in the CMDB.
Data certification
Guarantee your data is safe, stable, and certified for use across the
Now Platform and anywhere else it is needed. Data Certification
provides options for verifying your data, providing accurate reporting
and certification of the condition of all information stored in your CMDB.
Define custom parameters for certification, and have data validated
with regularly scheduled or on-demand checkups.

associated.
Troubleshoot and get help
• Whitepaper: CMDB Design & Configuration
• Whitepaper: CMDB Design
• Whitepaper: Improving Configuration Item Data Quality
• Whitepaper: CMDB Design Guidance
• CMDB 101 - What is a configuration management database and why

do you need one? (ServiceNow® Community post)
• KB0546686: CMDB Resources Page
• Search the Known Error Portal for known error articles
• Contact Customer Service and Support
Manage the CMDB

With the ServiceNow® Configuration Management Database (CMDB)
application, build logical representations of assets, services, and the
relationships between them that comprise the infrastructure of your
organization. Details about these components are stored in the CMDB
which you can use to monitor the infrastructure, helping ensure integrity,
stability, and continuous service operation.
Use core features such as CMDB Health, CMDB Identification and

Reconciliation, and CMDB CI Lifecycle Management to monitor and
detect health issues, reconcile data integrity issues, and manage data
life cycle.
Note: CMDB modules, features, and wizards are not supported

on mobile devices. You cannot use a mobile device to access the
CI Class Manager, Query Builder, or Duplicate CI Remediator. Or
to access or configure CMDB features such as Identification and
Reconciliation, CMDB Health, CI Lifecycle Management, baseline
CMDB, and proposed changes.
Explore Set up Administer

associated.
• CI relationships in the
CMDB
• Upgrade to
• CMDB classifications
Vancouver
and class
• Populating the
• Configuration dependency
CMDB
Management and
• CMDB CI Class • CMDB Identification
the CMDB
and Reconciliation
Models store app
• Domain separation
• CMDB Health
in CMDB
• CMDB Data
Manager
Use
Develop
• Create a CI class
• CMDB APIs (CMDB
• Create or edit a CI SDK)
relationship
• Developer training
• Querying the CMDB
• Developer
• Apply CMDB documentation
remediation
Configuration Management and the CMDB

The Configuration Management data base (CMDB) creates and
maintains the logical configurations your network infrastructure needs to
support a ServiceNow service.
These logical service configurations are mapped to the physical layout

data of the supporting network and application infrastructure in each of
your respective domains. They track the physical and logical state of IT
service elements and associate incidents to the state of service elements,
which helps in analyzing trends and reducing problems and incidents.

associated.
The configurations are stored in a configuration management database

(ServiceNow CMDB) which consists of entities, called Configuration Items
(CI), that are part of your environment. A CI may be:
• A physical entity, such as a computer or router
• A logical entity, such as an instance of a database
• Conceptual, such as a Requisition Service
In each case, there are attributes about the CI that you want to
maintain, and there is control you want to have over the CI. There
are changes that may need to be made and tracked against the
CI. Also, a CI does not exist on its own. CIs have dependencies and
relationship with other CIs. For example, the loss of disk drives may take
a database instance down, which affects the requisition service that the
HR department uses to order equipment for new employees.
It is this relationship data that makes the CMDB a powerful decision

support tool. Understanding the dependencies and other relationships
among your CIs can tell you, for example, exactly who and what is
affected by the loss of that bank of disk drives. When you find out that
a router has failed, you will be able to assess the effect of that outage.
When you decide to upgrade the processor in a server, you can tell who
or what will be affected during the outage.
Configuration items differ from environment to environment because

each customer has unique needs. Details about the exact physical
attributes of a computer may be needed by one customer, but may
represent meaningless data to another. The NOW Platform provides a
mechanism to easily define new classes of configuration items and new
relationships that may exist between CIs. New classes can be defined
that extend other classes. For example, a laptop class exists that extends
the computer class. The computer class itself extends the base CI class.
Customer class extensions are automatically part of the ServiceNow
environment and blend seamlessly into the integration points for other
ITIL processes.
You can for example, set the Used for attribute in the cmdb_ci_server
table to a value such as ‘development’, ‘test’, or ‘production’. These
values indicate the environment that the CI is supporting, and serve as a
way of tracking a CI through its lifecycle in a changing environment.

associated.
Extended CMDB
In base systems, CMDB provides core functionality for the configuration

management database, including modules for hardware and
configuration items. The separate Extended CMDB plugin includes a
collection of modules for specialized configuration items, such as radio
hardware, test equipment, and voice system hardware.
To extend the CMDB you can activate the following plugins to access the
modules for specialized configuration items.
• CMDB Mainframe (com.snc.cmdb.mainframe)
• CMDB Radio Category (com.snc.cmdb.radio.category)
• CMDB Telecom Category (com.snc.cmdb.telecom.category)
• CMDB Test Equipment (com.snc.cmdb.test.equipment)
CMDB hierarchy and CI Class Manager
Sets of CIs that share attributes are stored in their own class table. All
CMDB tables are connected by relationships and inherit attributes from
each other to form a web of tables referred to as the CMDB hierarchy.
Use the CI Class Manager to manage CMDB classes within the CMDB
hierarchy, CMDB Health, and other class-related definitions. For example,
in the CI Class Manager you can view class attributes, class identification
rules, and the list of CIs for a specific class. To view the list of CIs in the
CMDB, you can also enter cmdb_ci_list.do in the filter navigator.

associated.
Architecture
Related tables
There are tables that are not part of the CMDB hierarchy but which
still qualify as CMDB data. Related tables, such as the Serial Number
[cmdb_serial_number] table, don't inherent from the Configuration
Item [cmdb_ci] table, but have at least one column that references
a CMDB CI. Related tables are specified in the Related Entries
[cmdb_related_entry] table.
Some scenarios that involve related tables, can result in orphan or

otherwise stale records in related tables. A CI in a related table can,
for example, become orphan if the referenced CI in the CMDB is
deleted. You can use the CMDB Data Manager to create a policy of the
'Delete CMDB Related Entry' policy type, that will cascade-delete that
un-needed related items data. For more information about creating that
CMDB Data Manager policy, see Create a CMDB Data Manager policy.
Roles required
Reading CMDB tables directly requires the cmdb_read role, however
accessing the Configuration module requires the asset, itil, or itil_admin
roles. For viewing CMDB-related records in the user interface, the itil role
is usually sufficient. For updating records and for other manipulation of
records, roles with higher credentials are usually required, as noted in
each procedure throughout the documentation set.

associated.
Related concepts
• CMDB schema model
Domain separation and Configuration Management

Database (CMDB)
Domain separation is supported in the Configuration Management
Database (CMDB). Domain separation enables you to separate data,
processes, and administrative tasks into logical groupings called domains.
You can control several aspects of this separation, including which users
can see and access data.
Support level: Standard
• Includes Basic level support.
• Business logic: The service provider (SP) creates or modifies processes

per customer. The use cases reflect proper use of the application by
multiple SP customers in a single instance.
• The instance owner must configure the minimum viable product (MVP)
business logic and data parameters per tenant as expected for the
specific application.
Sample use case: An admin must be able to make comments required

when a record closes for one tenant, but not for another.
For more information on support levels, see Application support for

domain separation.
Overview
The following topics provide details about domain separation in
Configuration Management (CMDB) modules:
• Domain separation in CMDB Health
• Domain separation and CMDB Query Builder
• Domain separation and CMDB Identification and Reconciliation
• Domain separation and the relations formatter and the CI relationship

editor

associated.
• CMDB APIs (CMDB SDK)
Related concepts
• Domain separation and Configuration Management Database (CMDB)
CMDB classifications and class dependency

CMDB classifications are groups of configuration items (CIs) that share
attributes and are stored in their own class table. Classifications let
administrators to define a class hierarchy for the CIs within the CMDB.
A CI class refers to the actual table name in the instance database. In
that context, 'CI type' is a friendly name that a CI is known by, such as
computer, router, or printer.
One of the characteristics of a CMDB class is its dependency on other

classes. A class can be independent or dependent, which determines
the dependency or independence of the class CIs.
Independent CIs
CIs from an independent class, such as Server CIs, which exist on their
own and are not dependent on any other CIs.
Dependent CIs
CIs from a depended class which depend on a relationship to another

CI and can't exist on their own in the absence of the dependent
relationship. For example:
• Network Adapter CIs can't exist meaningfully without the Hardware CIs
that contain them.
• Application CIs can't exist on their own without the Server CI they are
hosted on.
To establish CI dependency, you can use the CI Class Manager to

specify dependent relationship rules for a CI class.
For information about creating independent or dependent identification

rules to identify independent or dependent CIs respectively, see
Identification rules.
• Dependent CIs management

associated.
A life cycle update for a CI affects its dependent CIs. For example,
when the CI that a dependent CI depends on is deleted, the
dependent CI becomes orphan with no further use. To maintain the
integrity and health of the CMDB, the system applies cascade-cleanup
processes to dependent CIs that are affected by a life cycle update.
• CMDB record types
The CMDB contains the following major record types.
• Related Lists of CI components
Related lists in CI records display additional components contained by

that CI, such as disk drives on a server and the rules that control the
behavior of a network router.
Create a CI class (table) that is an extension of an existing CI class.

Then create identification and reconciliation rules for the new class.
• Reclassify a CI
You can upgrade, downgrade, or switch the class of a CI by modifying

its Class attribute.
• Delete CIs
You can use the CI Class Manager to delete CIs that are no longer
needed.
• View and edit class definitions and metadata
Use the CI Class Manager as a central location to explore the CMDB

class hierarchy, CI table definitions, and class CIs. View the details of
each table such as its label and fields, relationships, and all related
metadata definitions.
• Update the list of classes in the Principal Class filter
Manage the list of classes that are included in the Principal Class filter to
restrict the CIs that appear in CIs list views to only specific classes that
you need. You can add or remove CMDB classes from the Principal
Class filter.

associated.
Dependent CIs management

A life cycle update for a CI affects its dependent CIs. For example, when
the CI that a dependent CI depends on is deleted, the dependent
CI becomes orphan with no further use. To maintain the integrity and
health of the CMDB, the system applies cascade-cleanup processes to
dependent CIs that are affected by a life cycle update.
For information about independent and dependent CIs, see CMDB

classifications and class dependency.
To ensure that dependent CIs are properly managed after deleting or

archiving CIs, you must:
1. Enable dependent CIs management as described below.
2. Manually approve the CMDB Data Manager tasks that dependent

CIs management generates, or configure those tasks not to require a
review and an approval.
Examples of dependent CIs needing cascade-cleanup:
• Tomcat application (T1) runs on a Linux Server (L1) and contains a WAR
file (W1). When L1 is deleted, T1 and W1 become orphan dependent
CIs.
• Network Adapters become orphan dependent CIs when the hardware

itself is deleted.
• A Linux Server has retired and is set with end of life, the assumption
is that if the server is no longer operational then applications which
depend on it shouldn’t be operational either.
Note: An Orphan dependent CI in the context of Data Manager

is different from an orphan CI in the context of CMDB Health. An
orphan dependent CI within the context of Data Manager belongs
to a dependent class, and is missing the dependent relationship.
The definition of an orphan CI in the context of CMDB Health is
broader, and includes any CI that matches CMDB Health orphan
rules. For more information about orphan CIs in CMDB Health, see
CMDB Health KPIs and metrics.

associated.
Enable dependent CIs management

To enable dependent CIs management after deleting or archiving CIs:
• Configure your environment for CMDB Data Manager. For details about
how to configure the environment for CMDB Data Manager and the
CMDB Data Manager own prerequisites, see CMDB Data Manager.
• Ensure that the cmdb.dependent.ci.cascade.op.enabled system

property is set to true (default). This property doesn't exist in the base
system and to view or modify the property value, you must first add it to
the System Properties [sys_properties] table.
Cascade-cleanup operations apply only from when you enable the

dependent CIs management feature. To apply cascade-cleanup to
orphan dependent CIs that already existed in the CMDB before enabling
the feature, see Cascade-cleanup existing orphan dependent CIs.
Cascade-retire dependent CIs
When a CI is set to retire, dependent CIs management data processes

attempt to cascade-update all the CIs depending on that CI, also to
retire.
When a CI is updated to retire (either according to life-cycle rules, or

according to CSDM standards in which Life Cycle Stage is End of Life and
Life Cycle Stage Status is Retired), the system checks all the relationship
records for that CI. For any relationship that is with a dependent CI,
the system adds the dependent CI to the [cmdb_dependent_ci_ledger]
table. Those CIs are set as being ready to retire using the CMDB Data
Manager upon approval.
Cascade-archive of dependent CIs
Archiving a CI can leave its dependent CIs as orphans in the CMDB.

To prevent the accumulation of stale data, the system applies cleanup
processes that cascade-archive those orphan dependent CIs.
Orphan dependent CIs are not immediately archived. When a CI is

archived, all the CI relationship records for that CI in the [cmdb_rel_ci]
table, are also archived. The system then checks for any dependent
CIs that were orphaned as a result of this archiving. Any CIs in the
dependency chain that are identified as orphan dependent CI, are
checked for any of the following conditions. CIs that meet any of these

associated.
conditions are not orphan dependent CIs and therefore will not be
archived:
• The CI is an unhandled duplicate CI (the CI is associated with an

unresolved de-duplication task).
• The CI has multiple parent CIs.
• The CI has other relationships in the CI Relationship [cmdb_rel-ci] table.
• The CI belongs to an excluded class. Excluded classes

are stored in the CMDB Dependent CI Class Exclusion
[cmdb_dependent_ci_class_exclusion] table. In the base system, that
table is pre-populated with some classes such as cmdb_ci_vm,
cmdb_ci_vmware_instance, and other VMware-related classes. You
can manage the set of classes that are exempt from management
of orphan dependent CIs, by adding or removing records to that table.
Eventually, only those CIs that these conditions do not

apply to are added to the CMDB Dependent CI Ledger
[cmdb_dependent_ci_ledger] table. Those CIs are set as being ready for
archival using the CMDB Data Manager, upon approval.
Cascade-delete of dependent CIs
Deleting a CI can leave its dependent CIs as orphans in the CMDB.

To prevent the accumulation of stale data, the system applies cleanup
processes that cascade-delete those orphan dependent CIs.
Orphan dependent CIs are not immediately deleted. When a CI is

deleted, all the CI relationship records for that CI in the [cmdb_rel_ci]
table, are cascade-deleted. Prior to deleting each of these relationship
records, the system checks if the CI on the other end of the relationship
belongs to a dependent class. Any CIs in the dependency chain that
are identified as dependent on the deleted CI, are checked for any of
the following conditions. CIs that meet any of these conditions are not
orphan dependent CIs and therefore will not be deleted:
• The CI is an unhandled duplicate CI (the CI is associated with an

unresolved de-duplication task).
• The CI has multiple parent CIs.
• The CI has other relationships in the CI Relationship [cmdb_rel-ci] table.

associated.
• The CI belongs to an excluded class. Excluded classes

are stored in the CMDB Dependent CI Class Exclusion
[cmdb_dependent_ci_class_exclusion] table. In the base system, that
table is pre-populated with some classes such as cmdb_ci_vm,
cmdb_ci_vmware_instance, and other VMware-related classes. You
can manage the set of classes that are exempt from management
of orphan dependent CIs, by adding or removing records to that table.
Eventually, only those CIs that these conditions do not

apply to are added to the CMDB Dependent CI Ledger
[cmdb_dependent_ci_ledger] table. Those CIs are set as being ready for
deletion using the CMDB Data Manager, upon approval.
Extraneous relationships
For the delete and archive operations, the system also tracks CIs'
extraneous relationships in the Dependent CI Relations Evaluation Config
[cmdb_dependent_ci_extra_rels_config] table. Extraneous relationships
are those relationships that are not in the CI’s chain of dependency
and deleting or archiving them depends on the value of the
cmdb.dependent.ci.extra.rel.check system property. This property is set
to true by default, in which case extraneous relationships are not deleted
or archived. You can set the property to false to delete and archive
those relationships.
The cmdb.dependent.ci.extra.rel.check property doesn't exist in the base

system and to view or modify the property value, you must first add it to
the System Properties [sys_properties] table.
Use of CMDB Data Manager to apply cascade-cleanup operations

Dependent CIs management processes use the CMDB Data Manager
to process the life cycle updates for the dependent CIs in the
CMDB Dependent CI Ledger [cmdb_dependent_ci_ledger] table in the
following ways:
1. Requesting and getting approvals from users for the life cycle
updates for the CIs.
2. Performing the actual delete, archive, or retire CI updates after these

operations are approved.
The system generates 'Dependent CI - Deletion', 'Dependent CI -

Archive', and 'Dependent CI - Retire' Data Manager policies, for the set
of CIs that are ready to be deleted, archived, or retired. These policies

associated.
are set with the respective 'On Demand' policy types. Then, a Data
Manager admin or user, according to the Managed By Group setting,
must review and approve these tasks before the Data Manager applies
the delete, archive, or retire subflows to the dependent CIs.
To automatically approve those tasks, use the CMDB Data Manager to

clear the Needs Review flag of the respective Data Manager policies.
Those tasks will then run without requiring any user intervention.
Cascade-cleanup existing orphan dependent CIs
When enabling the dependent CIs management feature, the cascade-

cleanup operations apply only from when the feature is enabled.
However, it might be necessary to apply a similar cascade-cleanup
operation to orphan dependent CIs that already existed in the CMDB
before the feature was enabled.
Activate the Cleanup Orphan CIs scheduled job to perform a one-

time cascade-cleanup of orphan dependent CIs across the CMDB. The
Cleanup Orphan CIs scheduled job checks throughout the entire CMDB
to identify any orphan dependent CIs. These CIs are then processed in
the same manner that CIs that are cascade-deleted are processed. CIs
that are ready to be deleted are added to the CMDB Dependent CI
Ledger [cmdb_dependent_ci_ledger] table. The CMDB Data Manager is
then leveraged as described in the Use of CMDB Data Manager to apply
cascade-cleanup operations section.
The Cleanup Orphan CIs scheduled job is intended to run only once,
after which the job deactivates itself. Depending on the size of the
CMDB, it might take the Cleanup Orphan CIs scheduled job several days
to complete.
Related tasks
• Reclassify a CI
• Delete CIs

associated.
Related reference
CMDB record types

The CMDB contains the following major record types.
CMDB record types
Record types Description
Any computer, device, or service

in the CMDB. A CI's record includes
all of the relevant data, such as
manufacturer, vendor, location,
Configuration Item (CI) etc. Configuration items can be
created or maintained either using
tables, lists, and forms within the
platform, or using the Discovery
application.
A defined relationship between

a CI and either another CI, a
user, or a group. Relation types
are defined twice, once from
the perspective of the child CI
and once from the parent CI's
perspective.
For example, a parent CI that

Relation Type powers a child CI uses relation
type Powers::Is Powered By.
Example relation types include
In Rack::Rack contains, Log
Reviewed by::Reviews logs for, or
Backup done by::Does backups
for.
CMDB relationships can be

established using Discovery or

associated.
Record types Description

using the tables, lists, and forms
within the platform. The CMDB
form has a specific Related Items
toolbar optimized for modifying
relationships.
Related tasks
• Reclassify a CI
• Delete CIs
Related concepts
Related reference
Related Lists of CI components

Related lists in CI records display additional components contained by
that CI, such as disk drives on a server and the rules that control the
behavior of a network router.
When Discovery runs, the Related List is populated with the components
that Discovery finds running on the CI. The CI record might show different
lists from scan to scan, depending on whether or not Discovery found the
component.
By default, the Related Lists only display those components that are
associated with that CI in the CMDB that has been discovered by the

associated.
last scan. Components that are recorded in the CMDB but are not
discovered in a scan, are deemed absent and do not appear in the
list.
There are two types of components that appear in the Related

List: components that are CIs themselves (such as hard disks), and
components that are not (serial numbers and rules). The default filter
condition in the breadcrumbs for components that are CIs is [Status] [!=]
[Absent]. The filter condition for components that are not CIs is [Absent]
[=] [false].
For example, a router can have several Related Lists affected by

these filter conditions, including routing rules, disk drives, interfaces,
and network adapters. Only those components found during the last
Discovery appear in these Related Lists.
• Teams related list
The Teams related list associates a user group to a CI based on

group type, providing flexibility in tracking the different types of groups
assigned to a CI. The Teams related list appears on CI forms for CIs of
the Service [cmdb_ci_service] class and its descendent classes such as
the Application Service [cmdb_ci_service_auto] class.
Related tasks
• Reclassify a CI
• Delete CIs
Related concepts

associated.
Related reference
The Teams related list associates a user group to a CI based on group

type, providing flexibility in tracking the different types of groups assigned
to a CI. The Teams related list appears on CI forms for CIs of the
Service [cmdb_ci_service] class and its descendent classes such as the
Application Service [cmdb_ci_service_auto] class.
Using the Teams related list can be useful if many data sources are used
in the organization, and when using the IntegrationHub ETL.
In the base system, the Teams related list contains group types that
match the fields:
• Approval Group
• Change Group
• Managed by Group
• Support Group
When you set a group assignment on a CI form of one of those classes,

that group assignment is automatically synchronized with the Teams
related list. If you set an assignment group for an application service, a
relationship record is created to represent the new group assignment for
the CI. The Teams related list on such CI forms, always shows the current
settings for the various group assignments for the CI.
If there are multiple groups assigned to a CI, then on the Teams related
list on a CI form, you can designate one of those groups as primary.
When an incident involving that CI is created, the incident is assigned to
that primary group. Only one group type can be designated as primary
for a CI at any given moment.
As an example, use the Teams related list for an application service with
the following characteristics:
• Requires access to a database
• Runs on Linux servers

associated.
• Has a group assigned to manage the software portion of the actual

application
In that example, you can track all of these group assignments by adding
the appropriate group types and setting CIs with the new custom group
types.
By-directional synchronization
When you set or modify the value of one of the assignment group
fields on a Service CI form, then the Teams related list is updated with
that change, adding a Teams related record if a corresponding one
doesn't exist. For example, when you set an empty Support group field to
Database San Diego and save the form, then the system adds a Teams
record in which Group type is Support Group and User group is Database
San Diego.
In the opposite direction, any change in a Teams related record, where

Group type corresponds one of the group assignment fields in the CI,
is synchronized to the corresponding field. For example, if you set User
group to CAB Approval in the Support Group group type, the Support
group field on the CI form is updated with the CAB Approval value.
Deleting a Teams record doesn't affect the group assignment fields in the
CI.
Add the Teams related list to a Service CI form
By default, the tab for the Teams related list doesn't appear in the
Related Lists section on Service CI forms. You can add the Teams related
list by selecting the form's Additional actions menu, selecting Configure
and then Related Lists. In the Available list that appears, move Teams to
the Selected list and then select Save.
Add a custom group type to the Teams related list
The Teams related list lets you add custom group types that are needed
in your organization, extending the initial list of supported group types.
Before you begin
Role required: itil_admin, asset, or cmdb_admin

associated.
About this task
To add a group type, you must modify the dictionary definition of the
group_type column in the cmdb_rel_team table.
Procedure
1. On a Service CI form, select the Teams related list.
2. In the Columns tab, select the Group type column.
3. On the Dictionary Entry form, in the Choices related list tab, insert a
new row for a new Teams choice such as Datacenter Group.
4. Save your changes.
Create a CI class
Create a CI class (table) that is an extension of an existing CI class. Then
create identification and reconciliation rules for the new class.
Before you begin
The class that is being extended must have its Is_Extendable field
checked, indicating that the class is extendable.
Role required:
• Itil_admin and personalize_dictionary: Required for editing the

dictionary table
• admin: Full access
About this task
The CI Class Manager is a centralized location for managing CMDB

tables and for creating a class that is derived from another CMDB class.
Creating a class requires basic details such as a label and a name.
Identification and reconciliation rules are also required to ensure that the
class can be successfully identified by the identification engine.

associated.
For more information about extending a class and how attributes are
derived from a parent class in that process, see Table extension and
classes.
Procedure
1. Navigate to All > Configuration > CI Class Manager.
2. Click Hierarchy to expand the CI Classes list.
3. Select the class that the new class is extended from.
4. Click Add Child Class.

The Add Child Class option appears only if the selected class is
extendable.
5. On the Provide Basic Info tab, fill out the information and then click
Next.
Field Description
A unique label for the class (such

as Laptops or Thin Clients). The
label appears on list and form
views for the class. Updating the
Label field also updates the label
record in the language file for
Display name
the current language. See Field
Labels in Data dictionary tables.
Maximum string length is 80

characters.
Automatically populated based

on the table label and the prefix
string 'u_cmdb_ci'.
Table name
You cannot modify the prefix;
however, you can modify
the rest of the table name.
The name can contain only

associated.
Field Description
lowercase, alphanumeric ASCII
characters and underscores (_).
Maximum string length is 80

characters.
Explanation of the use purpose

Description
of the class.
The icon associated with the

Icon
class.
Indicator of whether this class

Extensible
can be extended.
Denotes whether this class is

included in the Principal Class
filter. If this class is included in the
Principal Class Principal Class filter, then CIs from
this class appear in CI list views
when the Principal Class filter is
applied.
6. On the Add Attributes tab, click the + sign and enter details for each
new class column.
7. Click Next.
For description of the different columns in the list view, see Dictionary
entry form. Double-click the value in the Identification Rule column
and set it to true to designate the column as a CI identifier for class
identification.
8. On the Set Identification Rule tab, examine the Derived identification

rule and its Identifier Entries.
You can click Replace to replace the derived rule with a new
identification rule and new identifier entries specific to the new
class. See Identification rules for details about identification rules and
identifier entries.
9. On the Dependencies tab, click Add dependency to add

dependent rules.

associated.
The Dependencies tab appears only if there are dependent

identification rules for the selected class.
10. On the Add Reconciliation Rules tab, click Add to create the
following rules:
a. Reconciliation Rules
b. Data Refresh Rules
11. On the Add Suggested Relationships tab, review the diagram of the
class derived suggested relationships.
12. Use the filter to display only inbound, outbound, or specific

relationship types.
13. To add a suggested relationship for the class:
a. Click New.
b. In the Add Suggested Relationship dialog box, select a

Relationship and a Target Class for the relationship. This Class
and the Target Class become parent or child in the suggested
relationship, based on your selection of the Relationship.
c. Click Save.
When building relationships for the class in the Query Builder, the list of
suggested relationships is updated.
14. Click Done.
Related tasks
• Reclassify a CI
• Delete CIs
Related concepts

associated.
• CMDB Identification and Reconciliation
Related reference
Reclassify a CI
You can upgrade, downgrade, or switch the class of a CI by modifying its
Class attribute.
Before you begin
Role required: itil or asset (In general, the roles required to update a CI)
About this task
Each class is defined with a unique set of attributes. This set consists
of attributes that were derived from the parent class, and additional
attributes defined for the class.
When you reclassify a CI, the following occurs.
1. The set of attributes is adjusted to match the set of attributes of the

newly assigned class. Attributes are added or removed as needed.
2. If any attributes are unique to the current class and are not defined in
the newly reclassified class, they are lost.
3. A new record with the CI's current sys_id is inserted to the table of
the new class, with the appropriate set of attributes for the class (the
sys_id of the CI is retained).
Depending on the reclassification, the following occurs.
Downgrade
The CI class is updated to a class that is higher in the class hierarchy,

and the newly assigned class is a parent of the current class. For
example, reclassifying a CI from the cmdb_ci_server class to the
cmdb_ci_computer class.

associated.
For example, the cmdb_ci_server class has attributes that the

cmdb_ci_computer class does not have. During the downgrade, these
attributes and their respective values are not included in the new CI
record that is inserted into the cmdb_ci_computer class.
Upgrade
The CI class is updated to a class that is lower in the class hierarchy,

and the newly assigned class is a derived child of the current class
and has additional attributes. For example, reclassifying a CI from the
cmdb_ci_computer class to the cmdb_ci_server.
Switch
The newly assigned class is in a different branch in the class hierarchy

and has a different set of attributes than the current class. For
example, reclassifying a CI from the cmdb_ci_linux_server class to the
cmdb_ci_win_server class.
A switch is a combination of a downgrade and an upgrade. For example

if the CI is downgraded to the cmdb_ci_server, and then upgraded to
the cmdb_ci_win_server class. Therefore, attributes are lost in the same
manner as in a downgrade operation.
Note: Avoid the CI class downgrade and CI class switch operations

as those can lead to data loss. When automatic CI reclassification is
enabled (which is by default), the identification process can result in
some automatic reclassifications which lead to data loss.
For information about CI reclassification by the Identification and

Reconciliation Engine (IRE) and related system properties that control the
behavior of automatic CI reclassification, see CI reclassification during IRE
processing.
Procedure
1. Locate the CI that you want to reclassify and display it in a list view.
You can use the application navigator. Or for example, if
the CI is a server, then in the navigation search box, type
cmdb_ci_server.list to display the CI in the Servers view.
2. Ensure that the Class field is displayed in the list.

associated.
If you do not see this attribute, personalize the list to add the Class
field.
3. Double-click the Class value for the CI, and select a new class.
4. Click the green check box to confirm your selection.
Related tasks
• Delete CIs
Related concepts
Related reference
Delete CIs
You can use the CI Class Manager to delete CIs that are no longer
needed.
Before you begin
Role required: itil_admin
About this task
For information about policy-based, large scale automated CI deletions,

see CMDB Data Manager.

associated.
Note: You can't delete base system tables. For information about
deleting custom tables, see Delete a table.
Procedure
2. Click Hierarchy to expand the CI Classes list and then select the class
from which you want to delete CI records.
3. In the class navigation bar on the left, click CI List.
4. On the CI List form view, select the CIs that you want to delete.
Select the check box in the header to select all the CIs that are
visible.
5. Click Actions on selected rows and then click Delete.
6. Click Delete in the Confirmation dialog box.
Result
After deleting CIs that a dependent CI depends on, the dependent

relationship is also deleted. The dependent CI becomes an orphan
and is not immediately deleted. In this situation, the system attempts
to cascade delete such orphan dependent CIs to prevent the
accumulation of stale data and maintain the health of the CMDB. For
information about how the system manages orphan dependent CIs, see
Management of orphan dependent CIs.
Related tasks
• Reclassify a CI

associated.
Related concepts
Related reference
View and edit class definitions and metadata

Use the CI Class Manager as a central location to explore the CMDB
class hierarchy, CI table definitions, and class CIs. View the details of
each table such as its label and fields, relationships, and all related
metadata definitions.
Before you begin
Role required: none
About this task
The CI Class Manager displays the entire CMDB class hierarchy in a tree-
view format, consolidating class definitions into a central location. It lets
you display metadata information for a class, such as reconciliation rules,
mandatory and recommended fields, and audit templates. You can also
select a specific class to view, to modify, or to extend its definition to
create a derived class. For each class, you can directly access CMDB
Health settings, identification and reconciliation rules, orphan scorecard,
and certificate template, defined for the class.
For more information about extending a class and how attributes are
derived from a parent class in that process, see Table extension and
classes.
Procedure
2. Click Hierarchy to expand the CI Classes list and then select a class
to display details for.

associated.
3. On the class navigation bar, expand the following items to display

further details for the class.
• Class Info:
• Basic Info: Displays details for the selected class, such as the
display and table name, description, and class icon. Lets you
edit some of the class definitions, and prevents editing of
some details such as the table name.
Role required: itil for reading, and itil_admin and

personalize_dictionary for writing.
• Attributes: Displays table attributes (columns). Lets you edit

those attributes and add new ones. For description of the
different attributes in the list view, see Dictionary entry form.
Role required: personalize_dictionary for reading and writing
To add an attribute:
a.• Click the Added tab and scroll to the bottom of the list.
b.• Double-click Insert new column, and enter details for

each new class attribute. Set Identification to true
to designate an attribute as a CI identifier for class
identification.
c.• Click Save, and fix any errors that appear.
• Identification and Reconciliation: Displays and lets you

edit, create, and delete identification and inclusion rules,
reconciliation and data refresh rules for the class.
See CMDB Identification and Reconciliation for more

information.
Role required: itil for reading, and itil_admin (on top of itil) for
writing.
• Dependent Relationships: Displays and lets you edit, create,

and delete hosting and containment relationships for the
class. See CMDB dependent relationship rules for more
information.

associated.
Role required: itil for reading and itil_admin (on top of itil) for
writing.
• Suggested Relationships: Displays a diagram of all suggested

relationships for the class, and lets you delete or add
suggested relationships for the class. Use the navigation
tools to increase or decrease the diagram, and to move
the diagram on the page. Use the filter to display specific
relationship types. See Suggested class relationships for more
information.
Role required: itil.
• All Relationship Rules: Displays a combined diagram of all

suggested relationships and all dependent relationships for the
class. Use the navigation tools to zoom in or out, and to move or
center the diagram on the page. Use the filter to display specific
relationship categories.
• Health: Lets you review and configure CMDB Health-related

system properties, scorecards, and rules and settings for all CMDB
health KPI and metrics, at the class level. See CMDB Health for
information about enabling and configuring CMDB Health, and
displaying health reports.
Role required: Itil for reading and itll_admin (on top of itil) for
writing.
• CI List: Displays the CIs of the selected class. Lets you create
CIs of the selected class and perform other operations such as
delete.
Role required: Itil for reading. Writing requirements follow the

selected table settings.
Related tasks
• Reclassify a CI
• Delete CIs

associated.
• Create or modify map icons
Related concepts
Related reference
Update the list of classes in the Principal Class filter

Manage the list of classes that are included in the Principal Class filter to
restrict the CIs that appear in CIs list views to only specific classes that
you need. You can add or remove CMDB classes from the Principal Class
filter.
Before you begin
Role required: itil_admin and personalize_dictionary
About this task
Apply the CMDB Principal Class filter in list views of CMDB CIs so that only
CIs that belong to the classes in the filter, appear. In a base system, the
Principal Class filter doesn't contain any classes. The principal class setting
applies only to the current class and is not derived by child classes.
For more information about list view filters, see Save and use filters in a list
view.
Procedure
2. Click Hierarchy to expand the CI Classes list and then select a class
to add or remove from the Principal Class filter.
3. On the class navigation bar, navigate to Class Info > Basic Info.

associated.
4. On the Basic Info form, select or clear Principal Class.
5. Click Save.
Result
The Principal Class filter is updated with the addition or the removal of
the class from the list of classes in the filter. When you apply the Principal
Class filter to a Configuration Items list view, only CIs from classes included
in the filter, appear.
What to do next
In both of the following scenarios, the list of CIs refreshes to display only
CIs whose class is included in the Principal Class filter:
1.• In the Filter navigator, type cmdb_ci.list and then press the Enter
key.
2.• In the Configuration Items list view, click the List controls menu icon,
select Filters and then click Principal Class.
1.• Open a Change Request form.
2.• Scroll down and select the Affected CIs tab. Click Add.
3.• In the Add Affected CIs form, click the List controls menu icon,
select Filters and then click Principal Class.
For more information about adding affected CIs to change requests,

see Associated CIs on a change request.
Related tasks
• Reclassify a CI
• Delete CIs

associated.
Related concepts
Related reference
CI relationships in the CMDB

The CMDB, in contrast to a static asset list, helps you track not only the
configuration items (CIs) within your system, but also the relationships
between those items.
A relationship in the CMDB consists of two CIs and a relationship type:
• Parent CI
• Child CI
• Type of the relationship that links both CIs
For example, in the [Server1] [Managed by] [Server2] relationship:
• Server1 is the child CI
• Server2 is the parent CI
• [Managed by] is the relationship type
For example, a web application might read data from an instance of

Oracle, which in turn might depend on a piece of underlying hardware.
Most CIs in a CMDB have multiple relationships to other CIs, users, and
groups.
The relationships between CIs can be automatically discovered. If you

use Discovery, many relationships can be automatically loaded into
the system through the discovery process. If you import your data from
another system, you get some form of relationships.

associated.
You can add to automatically discovered relationships, create

relationships, or edit relationships for a CI by launching the CI relationship
editor from the CI form.
Dependent and non-dependent relationships
Dependent relationships, such as tomcat RunsOn Hardware, are used by

the Identification and Reconciliation Engine (IRE) to identify dependent
CIs.
Non-dependent relationships are not used for CI identification, and

therefore can be deleted if no longer needed. CMDB tracks discovery
source and last scanned time for non-dependent relationship in the
Relationship Sources [sys_rel_source] table. Dependent relationships are
used for CI identification. Therefore they should not be directly deleted
and they are not tracked.
Information in the Relationship Sources [sys_rel_source] table can be

used to decide if it is safe to delete a non-dependent relationship.
For example, a discovery source which is attempting to delete a non-
dependent relationship can confirm that:
• There are no other data sources for that relationship.
• The relationship was not updated for some specified length of time and
therefore is no longer needed.
When a non-dependent relationship is deleted from the CI Relationship

[cmdb_rel_ci] table, all cascading corresponding records in the
Relationship Sources [sys_rel_source] table are deleted.
Key relationships
The following table contains descriptions for some key CMDB
relationships.
Parent Child Description
Applicative Flow To Applicative Flow From Connections between

endpoint CIs.

associated.
Note: For internal

use only (service
model).
Network Connections
between elements
that are talking to
each other.
Connects to Connected by
Examples: Workstation
to switch, switch
to switch, kubernetes
workload to service.
Typically a
containment
relationship (CI to
contained CI). The
child CI typically has
a single parent CI with
Contains Contained by
this relationship type.
Examples: Tomcat to
Tomcat WAR, VMware
Datacenter contains
Network.
Parent CI defines/gets
resources from a child
Defines resources for Gets resources from CI.
Example: VMware -
Resource pool gets

associated.

resources from ESX
Server.
Parent CI depends
on child CI. Meaning
Depends on Used by that problem/change
in the child CI may
impact the parent CI.
Hosting relationship
between an element
and its host.
Hosted on Hosts Examples: Cloud

resource to logical
data center, k8s
workload to k8s
cluster.
Endpoint to CI that
exposes this endpoint.
Implement End Point Implement End Point
To From
Note: For internal
use only (service
model).
Typically used where

one CI manages one
or more other CIs.
Manages Managed by
Example: vCenter
manages vCenter
Datacenter.

associated.
Typically used with

clusters where a
cluster node is a
member of a cluster.
Members Member of
Example: ESXi Server is
a member of vCenter
Cluster.
Usually a containment
relationship (CI to
owned CI). The child
Owns Owned by
CI typically has a
single parent with this
relationship type.
Typically between a
CI that represents a
software application,
to the hosting
Runs on Runs
hardware/VM.
Example: Tomcat 'Runs

on' Linux server.
From the CI to an
outgoing endpoint.
Use End Point To Use End Point From
Note: For internal
use only (service
model).
• Suggested class relationships

associated.
The system keeps a table (Suggested Relationship

[cmdb_rel_type_suggest]) of relationship types that are appropriate for
a CI type, based on its class. You can manage suggested relationships
by navigating to Configuration > Suggested Relationships, or in the CI
Class Manager.
• Add a suggested relationship
Add a suggested relationship for a class. The list of suggested

relationships for a class is available when you create a new relationship
for a CI of that class.
• Relationship governance rules
Relationship governance rules is a set of relationship rules used to

ensure consistency and validity in modeling relationships between
configuration items (CIs) in the CMDB. Use relationship governance
rules to prevent the selection of relationship types or directions that are
not allowed between specific CI types.
• CI relations formatter
The default CI form includes a CI relations formatter from which you

can examine a CI and its relationships in various views. From the CI
relations formatter, you can also launch the CI relationship editor for the
CI.
• CI relationship editor
Use the relationship editor to view, create, modify, or delete CI

relationships. Open the relationship editor from the CI Relations
formatter.
• Relation qualifier
A relation qualifier, which is a CI of the Qualifier [cmdb_ci_qualifier]

type, stores important information about the CI relationships.
• CI relationship security
When applying security to CI relationships, it is important to apply the

access controls both to the CI Relationship (cmdb_rel_ci) table and to
create an operation editCIRelations to the * table as well.

associated.
• Create a CI relation rollup
A CI relation rollup allows you to sum, count, max, min, or mean a

relationship type. You can create CI relation rollups.
Related tasks
Suggested class relationships

The system keeps a table (Suggested Relationship
[cmdb_rel_type_suggest]) of relationship types that are appropriate for
a CI type, based on its class. You can manage suggested relationships by
navigating to Configuration > Suggested Relationships, or in the CI Class
Manager.
Suggestion model
The relationship editor has a base CI. The base CI designates the CI that
a user was on before launching the editor, as the base CI in the new
relationship. If you launched the relationship editor from the lnux100 CI,
then lnux100 becomes the base CI. Also, every CI in the system has a
type (class). For example, bond lnux100 is of the Linux server type.
Many CI types are children of other types in the hierarchy. For example,
the class hierarchy for a Linux server is:
cmdb_ci -> cmdb_ci_hardware ->cmdb_ci_computer ->

cmdb_ci_server -> cmdb_ci_linux_server
The suggestion model works by analyzing the suggested relationship

table for all relationships whose base class is the current base class of
the user or any one of its parent classes. For example, looking at a Linux
server, the suggestion model would retrieve any relationships whose base
class was:
cmdb_ci_linux_server, cmdb_ci_server, cmdb_ci_computer,

cmdb_ci_hardware, or cmdb_ci
ITOM Visibility, if available, uses enhanced discovery patterns to identify

and add CI relationships to the Suggested Relationships table.

associated.
Suggested CI relationships in the relationship editor
The CI relationship editor uses the suggestion model to help users select
reasonable relationships for configuration items.
For example, consider these relationship types in the system:
• Provides Power for :: Receives Power From
• Runs on :: Hosts
Typically, a user uses these relationships to define the following

reasonable relationships between two items as follows:
• a database runs on a server
• a rack provides power for a server
Typically, neither of the following definitions would be appropriate:
• a rack runs on a server
• a server runs on a database
For descriptions of some key relationships, see CI relationships in the

CMDB.
Related tasks
• CI Class Manager
Related concepts

associated.
Add a suggested relationship

Add a suggested relationship for a class. The list of suggested
relationships for a class is available when you create a new relationship
for a CI of that class.
Before you begin
Role required: To view — itil. To create, update, or delete suggested

relationships — itil_admin.
Procedure
1. Use the CI Class Manager (Role required: itil_admin):
a. Navigate to All > Configuration > CI Class Manager.
b. Click Hierarchy to expand the CI Classes list. Then select the class
to add a suggested relationship to.
c. In the class navigation bar, click Suggested Relationships.
d. Click New.
e. In the Add Suggested Relationship dialog box, select a

Relationship and a Target Class for the relationship. This Class
and the Target Class become parent or child in the suggested
relationship, based on your selection of the Relationship.
f. Click Save.
2. Or, navigate to All > Configuration > Relationships > Suggested

Relationships (Role required: admin):
a. Click New.
b. Complete the form.

associated.
Suggested Relationship fields
Field Description
The base class in the

relationship, which depending
Base class on the relationship type, is
either the parent or the child in
the relationship.
Relationship Relationship type.
The dependent class in the

relationship, which depending
Dependent class on the relationship type, is
either the parent or the child in
the relationship.
Example: Suggested relationship you can add
Base Class Relationship Dependent/Target Class
Oracle Is Hosted On Linux Server
Oracle Is Hosted On Solaris Server
Note: The same parent class and relationship can appear more
than once.
What to do next
You may need to delete a suggested relationship, for example, to

limit the choice of available relationships in the CI relationship editor.
Removing a suggested relationship does not affect relationships that are
created or updated by Discovery.
Related tasks

associated.
Related concepts
Related reference
Relationship governance rules

Relationship governance rules is a set of relationship rules used to ensure
consistency and validity in modeling relationships between configuration
items (CIs) in the CMDB. Use relationship governance rules to prevent the
selection of relationship types or directions that are not allowed between
specific CI types.
Different applications such as Discovery and Service Mapping, create

relationships between CIs. Each application might use inconsistent
relationship type or direction to represent the same entity, resulting in
multiple views of the same CIs. Relationship governance rules define
what are valid relationship types and valid directions between pairs of
CI types resulting in valid and consistent relationships in the CMDB.
Relationship governance rules consist of:
• CMDB dependent relationship rules: Rules (hosting and containment

rules) that are used for CI identification. You can view and modify
dependent relationship rules in the CI Class Manager, after selecting
a class from the class hierarchy and clicking Dependent Relationship.
• Suggested relationships: Rules that are based on existing suggested

relationships in the Suggested Relationship [cmdb_rel_type_suggest]
table. Suggested relationships are used in the CI relationship editor. You
can view and modify suggested relationships in the CI Class Manager,

associated.
after selecting a class from the class hierarchy and clicking Suggested
Relationships.
• Reference rules: Rules that are used mostly by Cloud Management to

represent all the possible valid combinations of pairs of referencing and
referenced CIs in the service definition.
• Built-in valid relationships: The following relationships are pre-defined in

the base system as valid relationships:
• cmdb_ci_endpoint -> Applicative Flow To::Applicative Flow From ->

cmdb_ci_endpoint
• cmdb_ci_endpoint -> Implement End Point To::Implement End Point

From -> cmdb_ci
• cmdb_ci -> Use End Point To::Use End Point From ->
cmdb_ci_endpoint
General behavior
• Relationship governance rules support inheritance.
For example, suppose that the suggested relationship cmdb_ci_appl

Runs On::Runs cmdb_ci_hardware exists. Then a Runs On::Runs
relationship between a cmdb_ci_appl_dot_net CI and a
cmdb_ci_windows_server CI is valid. That is because .Net Application
class inherits from the Application class and the Windows Server class
inherits from the Hardware class.
• Duplicate relationship governance rules are not allowed.
• Relationship governance rules are not domain separated.
• It is allowed to have more than one relationship type between the

same two CI types.
For example, the following relationships are valid:
• cmdb_ci_appl Depends On::Used by cmdb_ci_service
• cmdb_ci_appl Receives data from::Sends data to cmdb_ci_service

associated.
Reports
A relationship between CIs is considered valid if it conforms to any of the

relationship governance rules. Use the CMDB dashboard to view reports
about overall relationships health including relationships compliance with
relationship governance rules. The 'Relationships not compliant with all
relationship rules' report shows CI relationships that are not compliant with
any of the relationship governance rules.
Related tasks
Related concepts
Related reference
CI relations formatter
The default CI form includes a CI relations formatter from which you can
examine a CI and its relationships in various views. From the CI relations
formatter, you can also launch the CI relationship editor for the CI.
If the domain separation plugin is activated, then only relationships in

which the logged on user is authorized to view both CIs, are displayed.
The CI relations formatter contains a list of related CIs and a toolbar with
controls for viewing the relationships between the current CI and related
CIs. You can configure the controls in this formatter to modify varying

associated.
aspects of the view. For more information about formatters, see Create a
formatter and add it to the form.

associated.
Note:
• If an endpoint is a child in one relationship and the same endpoint

is a parent in another relationship, then that endpoint is hidden
and does not appear in the relations formatter view. Similarly,
relationship qualifier chains are also hidden and do not appear
in the relationship formatter view.
• Example: CI1 > endpoint > CI2
In this example, CI1 is related to CI2 through relationships with

endpoint. A single relationship appears in the relations formatter:
CI1 > CI2 (These relationships appear as a direct relationship

without endpoint, because endpoint is a parent in one
relationship and a child in another relationship).
• Example: CI1 > endpoint1 > CI2 > endpoint2
Two relationships appear in the relations formatter:
CI1 > CI2 (endpoint1 is hidden because it is a parent in one

relationship and a child in another relationship).
CI1 > CI2 > endpoint2 (appears as level 2 relationship – endpoint1

is hidden and endpoint2 appears as it a child and not a parent in
any other relationship).
• On instances that do not meet the internet browser requirements

for the CI relations formatter, the default CI form includes the
legacy CI relations formatter instead. For more information, see
Legacy CI relations formatter.
• CIs not extended from the Configuration Item [cmdb_ci] table,

are not displayed in Dependency Views maps and in CI relation
formatters.
• The Applicative Flow To::Application Flow From relationship is a

special relationship type used only between Service Mapping
endpoints. This relationship type is not intended for use in the CMDB
as a relationship between CIs and therefore it is not displayed in
the relations formatter.

associated.
Controls for viewing related CIs
Control Definition
Starts the relationship editor to

manually create CI relationships.
For more information, see Create
Add CI relationship or edit a CI relationship.
Launches a Dependency Views

map in another window or tab. The
CI is the central node in the map,
with a configurable number of
levels above and below that node
in the hierarchy. Map indicators
next to the nodes indicate
the number of tasks, incidents,
Show dependency views problems, changes, or outages
related to that node. Right-click
to expand collapsed nodes or
display a list of related tasks or
problems. For more information,
see Dependency Views map.
Filters the CIs included in the

Search for CI
display.
Click the Settings ( ) icon to configure additional view settings that

filter the data displayed. Settings are preserved through logging out and
logging back in.
Related items settings
Setting Description
Show Relations in Flat/Tree Layout To view a flat list of related CIs

that are grouped by relationship

associated.
Setting Description
type in alphabetical order, click
Flat (default value).
To view groups of related CIs in a

hierarchical tree, clickTree. If you
select the tree view, you cannot
configure any other settings for
viewing related CIs. A single list
of upstream and downstream
relationships is displayed.
To view a single list that includes

both upstream and downstream
relationships, click Merge (default
value). Relationships are grouped
Show Relations in Split/Merge
by relationship type.
Layout
To view separate lists for upstream
and downstream relationships,
click Split.
Select the number of downstream

and upstream levels in the
hierarchy to include when
Filter Relations by Max Level
displaying CIs in a flat view.
Default value is 3.
Select the types of relationships to

view.
Filter Relations by Relationship Type
Default value is 'All Relationship
Types'.

associated.
Setting Description
Filter by tables specified in CMDB

Filter Relations by CMDB View
views, if any relationship filters exist.
The relations formatter uses the following icons to provide additional
information about changes, problems, and outages related to CIs in the
relationship:
Icons related to CIs
Icon Description
Recently closed changes
Planned changes
Currently open changes
Recently closed outages
Problems
Incidents
Planned outages
Currently open outages
In large networks, a list of related CIs might be excessively long, which

can slow performance when a CI form is rendered. You can configure
these properties to control the amount of data that is displayed. To find
a property, enter sys_properties.list in the left navigation filter and
search for the property.

associated.
Properties related to performance
Property Description
Hides or displays an icon in the

glide.ecmdb.find_relationship_issu CI relations formatter that links to
es open issues for the CI. This property
defaults to true (displays the icon).
Specifies the maximum level for

displaying CIs in flat view before
glide.ui.max_relation_levels
reaching the maximum relations
limit. The default value is 5.
Specifies the maximum number of

related CIs to display.
When exceeded:
• A notification appears indicating

glide.ui.max_relations that the limit has been reached,
and that not all relations are
displayed. The default value is
1000.
• Flat layout reverts to the tree

layout view.
• Domain separation and the relations formatter and the CI relationship

editor
Domain separation is supported in the relations formatter and the

CI relationship editor. Domain separation enables you to separate
data, processes, and administrative tasks into logical groupings called
domains. You can control several aspects of this separation, including
which users can see and access data.
• Create or edit a relationship filter
Create a custom relationship filter to display CI relationships from

selected tables in the CI relations formatter.

associated.
• Exclude relationships from the relations formatter view
Create a list of relationships that should not appear in the relations

formatter view on CI forms.
• Legacy CI relations formatter
On instances that do not meet the internet browser requirements for

the latest CI relations formatter, the default CI form includes the legacy
CI relations formatter instead.
Related tasks
• Create or edit a relationship filter
Related concepts
Related reference
Domain separation is supported in the relations formatter and the CI

relationship editor. Domain separation enables you to separate data,
processes, and administrative tasks into logical groupings called domains.
You can control several aspects of this separation, including which users
can see and access data.
Overview

associated.
How domain separation works in the relations formatter and

relationship editor
• Relations formatter
The relations formatter is domain-separation supported. The relations

formatter is used to display CMDB relationships in the UI in different
views. Since the CI Relationship (cmdb_rel_ci) table is not domain
separated, relationships are visible in the relations formatter only if both
parent and child CIs (cmdb) are visible in the domain.
The CI Relationship Type (cmdb_rel_type) table is not domain

separated. Therefore, in the relations formatter, all the relationship types
are available to be selected as a filter.
By default domain separation is supported in the relations formatter.
• Relationship editor
The relationship editor is domain-separation supported. You can use

the relationship editor to add new relationships or delete existing
relationships for the current CI.
• The CI relationship editor displays a list of CIs to add or remove from

relationships. Since they are domain separated, the CI list view in
the relationship editor displays the CIs that are visible to the current
domain.
• The CI relationship editor displays a list of relationships to add or

remove. Since the CI Relationship [cmdb_rel_ci] table is not domain
separated, the relationships list view displays all the relationships of the
current CI.
The Suggested Relationship (cmdb_rel_type_suggest) table is not domain

separated, which means that all the suggested relationship types in the
relationship editor are visible for all domains.
By default domain separation is supported in the relationship editor.

associated.
Related concepts
Create a custom relationship filter to display CI relationships from

selected tables in the CI relations formatter.
Before you begin
Role required: ecmdb_admin
About this task
The CI relations formatter displays related CIs for the base CI, and the
relationships between the CIs. You can use relationship filters on the CI
relations formatter to customize CI relationship views.
Procedure
1. Navigate to All > Configuration > Relationships > Relationship Filters.
2. Click New or select a filter to edit.
3. Enter or edit the relationship filter name.
4. Right-click the form header and click Save.
5. In the Configuration Types section, click Edit.
6. On the Edit Members form, select the tables of the CIs that you want
to show with the filter and then move the tables to the Configuration
Types list.
7. Click Save.
Result
On a CI form, in the relations formatter settings, you can select the newly
defined relationship filter from the Filter Relations by CMDB View list.
In the legacy CI relations formatter, you can click View and select the
newly defined relationship filter.

associated.
After you select a filter, the relations formatter displays only CIs from the
tables specified in the filter or from descending tables.
Create a list of relationships that should not appear in the relations

formatter view on CI forms.
Before you begin
Role required:
• To view the relationship type exclusion list — itil
• To create, update, or delete the relationship type exclusion list —

itil_admin
Procedure
1. Navigate to All > Configuration > Relationships > Relationship Type

Exclusion List.
2. In the CI Relation Filters list view, click New.
3. Fill out the CI Relation Filter form to specify the relationship that you
want to exclude from view.
4. Click Submit.
Excluded relationships do not appear in Related Items on CI forms.
On instances that do not meet the internet browser requirements for the
latest CI relations formatter, the default CI form includes the legacy CI
relations formatter instead.
This element contains the list of related CIs and a toolbar with controls
for viewing the relationships between the current CI and related CIs.
For information about the latest CI relations formatter, see CI relations
formatter.
Related items field
Note: The legacy BSM map provides a more complete view of CI

relationships.

associated.
Configure the controls in this formatter with two properties that restrict
varying aspects of the view.
Flat layout
Click the flat layout icon ( ) to group the related CIs by relationship.
Flat layout view
Tree layout
Click the tree layout icon ( ) to group the related CIs in a hierarchical
tree.
Tree Layout View

associated.
CI relationship editor
Use the relationship editor to view, create, modify, or delete CI
relationships. Open the relationship editor from the CI Relations formatter.
When you use the relationship editor, the CI from which the editor was
launched is designated as the base CI. You can then select one or
more CIs as a second CI for the relationship. Depending on the selected
relationship type, the base CI can become the parent CI or the child CI
in the new relationship.
The relationship editor operates differently, depending on whether you

select the Use suggested relationship check box.
• With suggested relationships, the relationship editor lists all available

relationship types for the base CI. To define a new relationship, select a
relationship type, and then select a second CI for the relationship.
Suggested relationships are highlighted for you. These relationships are

displayed in blue with a prefix of [Suggested].
• Without suggested relationships, you define a new relationship by first

selecting a second CI for the relationship and then selecting a parent
or a child relationship type.
Note: The following relationship types are used only for Service
Mapping endpoints, and you cannot use them as a relationship type
between two CIs:
• Implement End Point To:Implement End Point From
• Use End Point To: Use End Point From
• Applicative Flow To:Applicative Flow From
Suggested relationships
If you select the Use suggested relationship check box in the editor, the
Suggested relationship list appears. It displays all available CI, user and
group relationship types for the base CI. Relationship types have a suffix
of (Parent) or (Child) to note the relationship descriptor, and suggested
relationship types are displayed in blue and have a "*" prefix.

associated.
When you select a relationship, you are also designating the base CI as
being the parent or the child CI in the new relationship. For example,
if you select the 'Feeds' relationship type, the base CI becomes the
designated parent CI, and the second CI that you select becomes the
child CI in this relationship.
Downstream relationships
If you do not select the Use suggested relationship check box in

the editor, the Downstream relationships list appears. It displays all
relationships in which the base CI is the parent CI. The child CI of the
relationship is displayed in the Child column.
Upstream relationships
If you do not select the Use suggested relationship check box in the
editor, the Upstream relationships list appears. It displays all relationships
in which the base CI is the child CI. The parent CI in each relationship is
displayed in the Parent column.
• Create or edit a CI relationship
Use the relationship editor to view, create, or modify CI relationships.

You can open the relationship editor from the CI Relations formatter.
• Delete a CI relationship
Maintain the integrity of the CMDB by deleting any CI relationships that

are no longer relevant or needed for a CI. Use the relationship editor to
delete CI relationships.
• Legacy CI relationship builder
Used to define CI relationships manually, this page is a sophisticated

version of the standard slushbucket. In the legacy CI relations formatter,
click the CI relationship builder icon ( ) to display the legacy Define
Relationships page.
Related tasks

associated.
• Create or edit a CI relationship
Related concepts
• Legacy CI relationship builder
Related reference
Use the relationship editor to view, create, or modify CI relationships. You

can open the relationship editor from the CI Relations formatter.
Before you begin
You must use supported browser versions in order to use the latest CI
relationship editor. If you do not use a supported browser version, the
instance provides the legacy CI relationship builder.
• Firefox version 20 and up
• Chrome version 25 and up
• Safari version 6 and up
• Internet Explorer version 9 and up
Role required:
• To create relationships: ITIL or asset
• To view relationships, depending on the state of the Table API ACL:
• If inactive (default): ITIL or asset

associated.
• If active: ITIL or asset, and snc_platform_rest_api_access
For more information, see REST API and Table API.
About this task
The relationship editor operates differently, depending on whether you

check the Use suggested relationship option or not.
Procedure
1. Launch the relationship editor:
a. Open a CI form.
b. Locate the Related Items section near the center of the form.
c. Click the plus (+) icon on the Related items section.
2. To use suggested relationships, first select a relationship type, and

then select one or more CIs to be the child CIs in the relationship:
a. Select Use suggested relationship.

associated.
b. From the Suggested relationship type list, select a relationship

type.
You can filter the list of suggested relationships by using the filter
check boxes.
Filter option Description
Hides any relationships

between the base CI and
another CI (such as "Receives
Hide CI relationship data from"). Default filter is
stored in the
ci_manage_relationships_filter_
hint.cmdb_ci user preference.

between the base CI and a
user (such as "Logs reviewed
Hide user relationship by"). The default filter is stored
in the
hint.sys_user preference.

between the base CI and a
group (such as "Backups done
by"). Default filter is stored in
Hide group relationship
the
hint.sys_user_group user
preference.
The Configurations Items list displays all the CIs that are
appropriate for the base CI and the selected relationship type.
The Relationships list at the bottom of the editor, displays all
existing relationships of the selected relationship type, in which
the base CI is a parent CI or a child CI.
c. From the Configuration Items list, select one or more CIs as a

second CI for the relationship.
You can filter the list of Configurations Items by adding conditions
in the Filter section and clicking Run filter.

associated.
If you selected a parent relationship type, these CIs becomes

the child CI in the relationship, and if you selected a child
relationship type, then the selected CIs become the parent CI
in the relationship.
d. In the Relationships section, click the plus icon (+) to add the new
relationships.
Alternatively, you can drag the selected CIs to the Relationships
list. Each new relationship will consist of the base CI, the selected
relationship type, and a selected second CI.
3. To not use suggested relationships, first select one or more CIs to be

the child CIs in the relationship, and then select the relationship type:
a. Clear Use suggested relationship.
b. In the Configuration Items list, select one or more CIs as a second

CI for the relationship.
You can filter the list of Configurations Items by adding conditions
in the Filter area and clicking Run filter. Depending on the
relationship type that you will select, the selected CIs might
become a parent or a child CI in the relationship.
c. With at least one CI selected in the Configuration Items list,

click the '+' sign in the Downstream Relationships section or the
Upstream Relationships section to create the relationship.

associated.
• Add the relationship to Downstream Relationships to create

a relationship in which the base CI is the parent CI and the
selected CI is the child CI.
• Add the relationship to Upstream Relationships to create a

relationship in which the base CI is the child CI and the
selected CI is the parent CI.
d. For each newly created relationship in either the Downstream

Relationships or the Upstream Relationships lists, click Please
select a relationship and select a relationship type.
• The list of available relationship types in the Downstream

Relationships list contains parent relationships only, in which
the base CI is the parent CI.
• The list of available relationship types in the Upstream

Relationships list contains child relationships only, in which the
base CI is the child CI.
e. Click Save or Save and Exit.

Only after you enter all the information that is necessary for
creating the relationship, these buttons light up indicating that
there are pending updates that require saving.
Related concepts
• CI relationships in the CMDB
Related reference
Maintain the integrity of the CMDB by deleting any CI relationships that

are no longer relevant or needed for a CI. Use the relationship editor to
delete CI relationships.
Before you begin
Role required: ITIL or asset

associated.
Note: Deleting a relationship to a dependent CI can result in

identification problems as the dependent CI will no longer have a
relationship to the CI it depends on.
Procedure
1. Launch the relationship editor:
a. Open the CI form of the CI for which you want to delete a

relationship.
b. Locate the Related Items section near the center of the form.
c. Click the plus (+) icon on the Related items section.
2. In the Relationship Editor, in the Relationships section, select the

relationships that you want to delete for the CI.
3. Click the Delete selected relationships icon.
4. Click Save or Save and Exit.
Used to define CI relationships manually, this page is a sophisticated

version of the standard slushbucket. In the legacy CI relations formatter,
click the CI relationship builder icon ( ) to display the legacy Define
Relationships page.
For information about the latest CI relationship editor, see CI relationship

editor.
Select a CI relationship type
The top half of the legacy relationship editor contains a large option
box that allows you to select which type of relationship you want to
manipulate. Click the particular type of relationship you are interested in
working with.
Filter the list of CI relationships
In the legacy relationship editor, the checkboxes along the right hand
edge of the select box provide a quick way to filter down the list of
available relationships.

associated.
By default, the system displays a list of all suggested relationships for the
type of CI you selected. For example, if you selected a Database
instance, a relationship of "Runs on" makes sense, but a relationship of
"Provides HVAC for" does not. The default filter is stored in the user
preferences
ci_manage_relationships_filter_hint.cmdb_cici_manage_relationships_filter_hint.sys_user,
and ci_manage_relationships_filter_hint.sys_user_group.
• Hide CI relationship -- Hides any relationships between this CI and

another CI (e.g. "Receives data from").
• Hide user relationships -- Hides any relationships between this CI and a

user (e.g. "Logs reviewed by").
• Hide group relationships -- Hides any relationships between this CI and

a group (e.g. "Backups done by").
• Show all relationships -- If you have the appropriate role (out of the box
this is itil_admin) you will have an additional checkbox labeled "Show all
relationships." If you click that checkbox, the system will let you choose
any relationship defined in the system, regardless of where it is on the
"suggested" list for this type of CI.
Select CI relationship targets
In the legacy relationship editor, users can link or unlink CIs for a
relationship type.
As soon as you pick a relationship type, the system will fill in the two select
boxes at the bottom of the screen with CI's that are appropriate for the
relationship you suggested. The left hand select box will contain a list of
CI's that might reasonably be linked via this relationship, while the right
hand box contains a list of those CI's which are already linked.
1. Link or unlink items.
Move that CI from the left hand

Link new items
box to the right hand box.
Move them from the right hand

Unlink existing items
box to the left.

associated.
When you make either type of change, a message appears

indicating that you have pending changes.
2. Apply or cancel your changes.
This will save your set of changes,

and go back to the previous
Click the Save button. screen (either a CI or the BSM
map depending on how you got
here).
This causes you to exit without

Click the Cancel button.
saving your changes.
Related concepts
Relation qualifier
A relation qualifier, which is a CI of the Qualifier [cmdb_ci_qualifier] type,
stores important information about the CI relationships.
In a relation qualifier, you can annotate arbitrary unique information

about the relationship between two CIs. You can define multiple
qualifiers for a single relationship, resulting in a qualifier chain. But, there
can be only a single qualifier chain for a specific relationship type
between two CIs.
For example, for a relationship between a parent CI and a child CI, you
can add a relation qualifier to note that the relationship was discovered
based on traffic (such as cmdb_ci_qualifier_trafficbased). This results in
having two records in the CI Relationship [cmdb_rel_ci] table for the
relationship.
• A record that links the parent CI and the new qualifier
• A record that links the new qualifier and the child CI
For this relationship, there is a parent CI and a child CI, and a relation
qualifier of type cmdb_ci_qualifier_trafficbased.

associated.
For information about usage of relation qualifiers in the identification

process, see Identification rules.
Related tasks
Related concepts
Related reference
CI relationship security
When applying security to CI relationships, it is important to apply the
access controls both to the CI Relationship (cmdb_rel_ci) table and to
create an operation editCIRelations to the * table as well.
If the current instance has defined security for editCIRelations, it will be

applied to edit_ci_relations automatically in the process of upgrading,
and the out-of-date security will be removed.
Related tasks

associated.
Related concepts
Related reference
Create a CI relation rollup

A CI relation rollup allows you to sum, count, max, min, or mean a
relationship type. You can create CI relation rollups.
Before you begin
About this task
CI relation rollup can be useful for tracking and for receiving notifications.
For example:
• In a sum roll up, add up fields from multiple CIs and display the result on
another CI to which they are related. So, if you have four configuration
items in a rack that are all consuming power, create a CI relation rollup
to add all the power usage together and display the result in one field
on the rack CI form.
• If a certain level of power consumption in a rack is exceeded, send a

notification.
• With a rack that has 10 slots, send a notification when 9 slots are filled.

associated.
CI relation rollups use the cmdb synch event business rule on the
[cmdb_ci] table. Although this business rule is active by default, you must
modify the rule slightly before it will run.
Procedure
1. Navigate to All > Configuration > Relationships > CI Relation Rollups.
2. Click New.
3. Complete the form.

CI Relationship Rollup fields
Field Description
Select a relationship type from

the list to use with the rollup. For
example, Members::Member of
CI Relationship Type
contains the parent descriptor
Members and the child
descriptor Member of.
Select the type of rollup from

Type the drop-down list: COUNT, MAX,
MEAN, MIN, or SUM.
The target field on which the

Parent field
operation will be done.
The input to the equation type.

Child field The Parent field is affected by
the selections in the child field.
The classes that can use the

relationship. For example, you
Rollup class
can specify that the relationship
only applies to racks.
4. To run the cmdb synch event business rule, navigate to Business

Rules.
5. Use the search box to find the [cmdb synch event] table.

associated.
6. Click the cmdb synch event business rule to go to the Business Rule
page.
7. Select the Update, Delete, and Query check boxes.

Additionally, if you wish CI relation rollups to recalculate when there
is a change to a relationship, use a similar procedure to select the
Active check box on the cmdb_rel_ci synch event business rule.
Related tasks
Related concepts
Related reference
CMDB schema model

The Configuration Management Database (CMDB) schema model is
a series of connected tables that contain all the assets and business
services controlled by a company and its configurations.
Related ServiceNow® Store apps and reference information:
• CMDB tables descriptions: Descriptions of key CMDB tables in the base

system.
• CMDB CI Class Models: A ServiceNow Store app that adds class

models that extend the base CMDB class hierarchy. This includes

associated.
class descriptions, identification rules, identifier entries, and dependent

relationships if applicable. You can then use the added classes as any
other CMDB base class.
• Populating the CMDB: Information about the various options for

populating the CMDB.
• Discovery patterns: A ServiceNow Store app that provides a library of

Discovery patterns for discovering specific devices and applications in
the industry.
• Service Graph Connectors: ServiceNow Store apps that provide pre-

defined integrations for importing and integrating common third-party
data into CMDB classes. Also includes the IntegrationHub ETL wizard for
creating new ETL transform maps.
CMDB tables contain information about computers and devices on the

network, software contracts and licenses, business services, and so on.
The IT desk can use the CMDB to better understand their network users'
equipment, and the relationships between them. The CMDB can also be
referenced by other processes within the system.
Applications such as Asset Management and Contract Management,

operate in conjunction with the CMDB. Asset Management and
Software Asset Management link to CMDB all assets, hardware,
software, assets in stock, as well as records for manufacturers and
vendors. The Contract Management application contains information
about contracts, including leases, service contracts, purchase orders,
warranties, and software licenses. The Configuration Management
Database (CMDB) application has a focus on operation.
For more background information about the CMDB, see the ServiceNow
Community post) at CMDB 101- What is a configuration management
database and why do you need one?.
Key CMDB tables
Key tables in the configuration management database (CMDB):
• The Base Configuration Item [cmdb] table, which is the core CMDB
table for non IT CIs (descending classes are non IT CIs).

associated.
• The core Configuration Item [cmdb_ci] table, which stores the basic
attributes of all the CIs. The admin, itil, or asset user role is required to
access this table (descending classes are IT CIs).
• The CI Relationship [cmdb_rel_ci] table, which defines all relationships

between CIs.
The Configuration Item table is extended to other tables, such as

Database [cmdb_ci_database] and Computer [cmdb_ci_computer].
The Computer table is extended to the Server [cmdb_ci_server] table,
which is extended to the UNIX Server [cmdb_ci_unix_server] table, and so
on.
Note: The Base Configuration Item [cmdb] table uses the table
per partition extension model, which has different behaviors for
replicating and deriving information than other extended tables. See
Table extension and classes.
You can use the schema map to view more details of tables and their
relationships:
1. Navigate to System Definition > Tables & Columns.
2. Select a table and click Schema Map.

associated.
Schema Map
Note: CIs not extended from the Configuration Item [cmdb_ci]

table, are not displayed in Dependency Views maps and in CI
relation formatters.
CI attributes
Attributes apply to all the CIs in a classification. To change attribute

values for a CI, edit the appropriate CI. To add a unique attribute to
a class, extend the class table and create a new classification for that CI.
The position of a CI in a classification hierarchy is determined by the

attributes it shares with the CIs below it. Each time a CI has a single
different attribute from its parent, the classification hierarchy branches.
For example, servers have different attributes from computers, which

include workstations and laptops. Linux servers and UNIX servers have
different attributes from the parent server classification and from each
other, so they occupy separate branches in the hierarchy.

associated.
CMDB tables descriptions

List of tables in the CMDB in a base system with its name, label, and a
description of the type of information that is stored in the table.
You can extend tables in a base system by installing a CMDB CI

Class Models store app which adds class models that support specific
technologies. These extensions include class definitions, identification
rules, identifier entries, and dependent relationships if applicable. For
more information, see CMDB CI Class Models store app.
Table name Table label Table description
Configuration Base configuration

cmdb_ci
Item item table.
Accessories for
cmdb_ci_acc Accessory phones, computers,
and so on.
Active
Microsoft Active
Directory
cmdb_ci_ad_controller Directory domain
Domain
controller.
Controller
Microsoft Active
cmdb_ci_ad_domain AD Domain
Directory domain.
Server running the AIX

cmdb_ci_aix_server AIX Server
operating system.
Pseudonym for data

locations, virtual email
cmdb_ci_alias Alias
addresses, pointers,
and so on.
cmdb_ci_apache_web_serve Apache Web Server hosting Apache

r Server web server software.
Application, which is a
cmdb_ci_appl Application
collection of files and

associated.

data that deliver a
service and manage
business processes.
CIs that
Event Management
generates for various
components such as
Impact calculator,
which are used
to bind alerts that
are later shown in
maps. Used internally
ServiceNow by self-health when
cmdb_ci_appl_now_app
Application monitoring internal
health checks for key
components such as
connector instance
status and MID Server
status.
Parent class for

all ServiceNow
applications.
Logical group of
servers with clustering
software installed on
Application
cmdb_ci_application_cluster each of the servers in
Cluster
the group so that the
group acts like a single
system.
Parent class for

Application
cmdb_ci_application_server_r application servers
Server
esource such as Coldfusion
Resource
application server.

associated.
A base table for

logical CIs, which
indicate the primary
Application
cmdb_ci_app_server function of a physical
Server
or virtual server such as
a Tomcat server or a
WebSphere server.
Server hosting
cmdb_ci_app_server_compos IBM WebSphere
Composer
er Multichannel Bank
Transformation Toolkit.
Server hosting IBM

cmdb_ci_app_server_datapo
Data Power DataPower Gateway
wer
Secure software.
Server hosting IBM

cmdb_ci_app_server_domino Domino
Domino software.
cmdb_ci_app_server_hp_ucm Server hosting HP

HP uCMDB
db uCMDB software.
Server hosting Java

cmdb_ci_app_server_java JavaServer
application.
Server hosting inner

cmdb_ci_app_server_jb_mod delivery module of JBoss
ule Controler application (deployed
application).
Server hosting JBoss

Application Server
(JBoss AS), which
is a cross-platform
cmdb_ci_app_server_jboss JBoss
Java application
server, open-source
developed by JBoss
software company.

associated.
Server hosting JRun

cmdb_ci_app_server_jrun Jrun
application.
Server hosting the

cmdb_ci_app_server_jrun_wa inner module of JRun
Jrun WAR
r application (deployed
application).
Oracle Essbase Server hosting Oracle

cmdb_ci_app_server_ora_ess
Server Essbase software.
Server hosting Oracle

cmdb_ci_app_server_ora_ias Oracle iAS Internet Application
Server.
Server hosting
the inner module
cmdb_ci_app_server_ora_ias_ Oracle iAS
of Oracle iAS
m Web module
application (deployed
application).
Remedy Server hosting Remedy

cmdb_ci_app_server_remedy
HSServer HSSServer application.
Server hosting Apache

cmdb_ci_app_server_tomcat Tomcat
Tomcat software.
Server hosting
inner module of
cmdb_ci_app_server_tomcat
Tomcat WAR Apache Tomcat
_war
application).
Vendavo Server hosting

cmdb_ci_app_server_vendav
Application Vendavo Application
o
Server Server software.
cmdb_ci_app_server_weblogi Server hosting Oracle

BEA Weblogic
c WebLogic Server.

associated.
Server hosting IBM

cmdb_ci_app_server_websea
Webseal Tivoli Access Manager
l
solution.
cmdb_ci_app_server_websph IBM Server hosting IBM

ere Websphere WebSphere software.
cmdb_ci_app_server_wl_mod WeblogicModu Server hosting inner

ule le module of Tomcat.
Server hosting inner

Websphere
cmdb_ci_app_server_ws_ear module of IBM
EAR
WebSphere software.
Server hosting
Websphere
cmdb_ci_app_server_ws_odr WebSphere ODR LB
ODR LB
application.
Active Inner software module

cmdb_ci_appl_active_directo
Directory of AD Domain
ry
Service application.
Microsoft BizTalk Server

cmdb_ci_appl_biztalk BizTalk
software.
Inner module of
BizTalk
cmdb_ci_appl_biztalk_orch Microsoft Biztalk Server
Orchestration
software.
CA Enterprise
CA Enterprise
cmdb_ci_appl_ca Communicator
Communicator
software.
CA eTrust
CA eTrust Directory
cmdb_ci_appl_ca_dir_server Directory
Server software.
Server
CA Introscope CA introscope
cmdb_ci_appl_ca_ent_man Enterprise Enterprise Manager
Manager software.

associated.
CA Identity
Manager CA Identity Manager
cmdb_ci_appl_ca_id_man
Provisioning Server software.
Server
Cisco CallManager
cmdb_ci_appl_cisco_call_ma Cisco (Cisco Unified
n CallManager Communications
Manager) software.
Cisco Fibre
Cisco Fibre
cmdb_ci_appl_cisco_fibre InterConnect
InterConnect
software.
Citrix
Inner module of Citrix
cmdb_ci_appl_citrix_app Application
software.
Icon
Citrix Collector
cmdb_ci_appl_citrix_collector Citrix Collector
software.
Citrix XenAPP
Citrix XenApp
cmdb_ci_appl_citrix_xenapp or Presentation
software.
Server
Connect-It
cmdb_ci_appl_connectit Connect-It software.
Service
cmdb_ci_appl_controlm Control-M Control-M software.
cmdb_ci_appl_delivery_contr Delivery Application delivery

oler Controler controller software.
Documentum Brava (EMC

cmdb_ci_appl_doc_brava_pr
Brava Job Documentum) job
oc
Processor processor software.
Documentum Brava (EMC

cmdb_ci_appl_doc_brava_se
Brava License Documentum) License
rver

associated.
Documentum Documentum
cmdb_ci_appl_doc_docbase
DocBase Docbase software.
Documentum
cmdb_ci_appl_doc_docbrok Documentum
Docbase broker
er Broker
software.
.NET Microsoft .NET

cmdb_ci_appl_dot_net
Application application software.
Microsoft FAST
Search software
cmdb_ci_appl_fastsearch Fast Search (for the SharePoint
collaboration
platform).
Generic application,
which is identified by
the system when there
Generic
cmdb_ci_appl_generic is an endpoint with
Application
an open port in listen
mode and there is no
pattern for it.
Oracle GlassFish Server

cmdb_ci_appl_glassfish GlassFish
software.
Inner module
of GlassFish
cmdb_ci_appl_glassfish_war GlassFish WAR
application).
Groundwork (open
cmdb_ci_appl_groundwork Groundwork source) monitoring
software.
HP SM Index HP Service Manager

cmdb_ci_appl_hp_index
Server Index Server software.

associated.
HP Operations HP Operations
cmdb_ci_appl_hp_operations
Manager Manager software.
HP Quality HP Quality Center

cmdb_ci_appl_hp_qc
Center software.
HP Service HP Service Manager

cmdb_ci_appl_hp_service
Manager software.
HP SM HP Service Manager
cmdb_ci_appl_hp_sm_kb KnowledgeBas KnowledgeBase
e software.
IBM CICS Transaction

cmdb_ci_appl_ibm_cics IBM CICS
Server software.
IBM CICS Transaction

cmdb_ci_appl_ibm_ctg IBM CTG
Gateway software.
IBM
IBM WebSphere
WebSphere
cmdb_ci_appl_ibm_wmb Message Broker
Message
software.
Broker
cmdb_ci_appl_ibm_wmb_liste IBM WMB Http IBM WebSphere HTTP

ner Listener Listener software.
IBM
IBM Websphere MQ
cmdb_ci_appl_ibm_wmq WebSphere
software.
MQ
IBM Inner module of

cmdb_ci_appl_ibm_wmq_qu
WebSphere IBM WebSphere MQ
eue
MQ Queue software.
ITAM Asset HP Asset Center

cmdb_ci_appl_itam
Center software.
cmdb_ci_appl_mongo_config Mongo Config Mongo Configuration

_serv Server Server software.

associated.
MongoDB server
cmdb_ci_appl_mongos Mongos Server
software.
cmdb_ci_appl_ms_dynamic_ Dynamic CRM Microsoft Dynamic

crm Component CRM software.
Microsoft Message
cmdb_ci_appl_msmq MSMQ Queuing (MSMQ)
software.
Oracle
Oracle Concurrent
cmdb_ci_appl_ora_conc Concurrent
Server software.
Server
Oracle
Oracle Discoverer
cmdb_ci_appl_ora_disc Discoverer
software.
Engine
Oracle Oracle Discoverer UI

cmdb_ci_appl_ora_disc_ui
Discoverer UI module software.
Oracle Enterprise
cmdb_ci_appl_ora_ebs Oracle ESB
Service Bus software.
Oracle Forms
cmdb_ci_appl_ora_forms Oracle Forms software.
Engine
Oracle Forms UI
cmdb_ci_appl_ora_forms_ui Oracle Forms UI
software.
Oracle
Oracle Fulfillment
cmdb_ci_appl_ora_fs Fulfillment
Server software.
Server
Oracle HTTP Server

Oracle HTTP software (web tier
cmdb_ci_appl_ora_http
Server of Oracle Fusion
middleware).

associated.
Oracle
cmdb_ci_appl_ora_jms_queu Oracle WebLogic JMS
Weblogic JMS
e software.
Queue
cmdb_ci_appl_ora_metric_cli Oracle Metric Oracle Metric client

ent Client software.
Oracle Metric Oracle Metric server

cmdb_ci_appl_ora_metric_svr
Server software.
Oracle
Oracle Notification
cmdb_ci_appl_ora_notif_svr Notification
Server (ONS) software.
Server
Oracle
Oracle OACORE
cmdb_ci_appl_ora_oacore OACORE
server software.
Server
Oracle OAFM Oracle OAFM server

cmdb_ci_appl_ora_oafm
Server software.
Oracle BPEL Process

Oracle Process
cmdb_ci_appl_ora_pm Manager server
Manager
software.
Advanced Oracle Advanced

cmdb_ci_appl_ora_queue
Queue Queue Queuing software.
Oracle Report The Oracle Report

cmdb_ci_appl_ora_report
Oracle Application
Oracle App
cmdb_ci_appl_ora_tns Express (TNS) listener
TNS Service
software.
Oracle TNS Oracle Application

cmdb_ci_appl_ora_tnslsnr
Listener Engine Express software.

associated.
Peoplesoft
Peoplesoft Application
cmdb_ci_appl_peoplesoft Application
Server software.
Server
RabbitMQ (open
cmdb_ci_appl_rabbitmq RabbitMQ
source) software.
RabbitMQ Cluster
cmdb_ci_appl_rabbitmq_clus RabbitMQ
(open source)
ter Cluster
software.
SAP ASCS
cmdb_ci_appl_sap_ascs SAP ASCS software.
Application
SAP Business
SAP Business Objects
cmdb_ci_appl_sap_bo Objects CMS
CMS server software.
Server
SAP BO SAP BO
cmdb_ci_appl_sap_bo_sched
BOXIScheduleR BOXIScheduleRouter
uler
outer software.
SAP Business SAP bushiness Object

cmdb_ci_appl_sap_bus_obj
Objects application.
SAP CI The SAP Central

cmdb_ci_appl_sap_ci
Application Instance software.
Oracle Development
SAP DI
cmdb_ci_appl_sap_di Infrastructure (DI)
Application
software.
Oracle Evaluated
SAP ERS
cmdb_ci_appl_sap_ers Receipt Settlement
Application
(ERS) software.
cmdb_ci_appl_sap_hana_db SAP Hana Db SAP HANA software.
SAP JC SAP JC (java

cmdb_ci_appl_sap_jc
Application application) software.

associated.
SAP SCS SAP SCS (central

cmdb_ci_appl_sap_scs
Application services) software.
Sendmail (open
cmdb_ci_appl_sendmail Sendmail
source) software.
Microsoft SharePoint
cmdb_ci_appl_sharepoint SharePoint
software.
Microsoft Windows
SharePoint
cmdb_ci_appl_sp_service Sharepoint Services
Service
(WSS) software.
cmdb_ci_appl_tibco_hawk Tibco Hawk TIBCO Hawk software.
TIBCO ActiveMatrix
ActiveMatrix
cmdb_ci_appl_tibco_matrix BusinessWorks
Business Works
software.
ActiveMatrix TIBCO ActiveMatrix

cmdb_ci_appl_tibco_matrix_p
Business Works BusinessWorks Process
roc
Process software.
Tibco Enterprise TIBCO Enterprise

cmdb_ci_appl_tibco_messag
Message Message Service
e
Service software.
Tibco EMS (Enterprise

cmdb_ci_appl_tibco_queue EMS Queue Message Service)
Queues software.
Tuxedo software
(middleware
transactions for
cmdb_ci_appl_tuxedo Tuxedo
Unix, Extended
for Distributed
Operations).
Tuxedo portal
cmdb_ci_appl_tuxedo_portal Tuxedo Portal
software.

associated.
Vignette Vignette (Open

cmdb_ci_appl_vign_content_ Content Text Corp) Content
svr Management Management Server
Server software.
Vignette (Open Text

cmdb_ci_appl_vignette_sear Vignette
Corp) Search Server
ch Search Starter
software.
cmdb_ci_appl_vignette_serve Vignette (Open Text

Vignette Server
r Corp) Server software.
Weblogic JMS WebLogic JMS

cmdb_ci_appl_weblogic_jms
Server software.
WebLogic Server load

cmdb_ci_appl_weblogic_lb Weblogic LB
balancer software.
cmdb_ci_appl_weblogicmod Weblogic WebLogic Server

ule Module Server software.
cmdb_ci_appl_websphere_p Websphere WebSphere Portal

ortal Portal software.
WebSphere Message
cmdb_ci_appl_wmb WMB Flow
Broker software.
Logical cluster
Application
cmdb_ci_application_cluster of application-tier
Cluster
servers.
Computer program
designed to perform a
group of coordinated
cmdb_ci_application_softwar Application functions, tasks, or
e Software activities for the
benefit of the user.
An extension of
the Software table,

associated.

providing installed
software information
(not a running
process).
Electrical power switch

Automatic
cmdb_ci_ats_power_eq that switches a load
Transfer Switch
between two sources.
Logical grouping
of virtual machines
cmdb_ci_availability_set Availability Set
running on Microsoft
Azure platform.
A computer program
or set of programs
cmdb_ci_batch_job Batch Job
processed in batch
mode.
Logical representation
AWS
cmdb_ci_aws_datacenter of an Amazon Web
datacenter
Services datacenter.
Logical representation
Azure
cmbd_ci_azure_datacenter of a Microsoft Azure
datacener
datacenter.
Business All business

cmdb_ci_business_app
Application applications.
A process that is
owned and carried
out by the business
Business
cmdb_ci_business_process and contributes to the
Process
delivery of a product
or business service to a
business customer.
A metal structure that

cmdb_ci_chassis_server Server Chassis
is used to house or

associated.

physically assemble
servers in various
different form factors.
cmdb_ci_cim_profile CIM Profiles CIM Profiles (UML).
Server hosting CIM

cmdb_ci_cim_server CIM Server
profiles.
Electrical circuits
cmdb_ci_circuit Circuit
information.
Database which runs

Cloud
cmdb_ci_cloud_database on a cloud computing
Database
platform.
Web server which runs

Cloud IP
cmdb_ci_cloud_ip_address on a cloud computing
Address
platform.
Logical group of
computing resources
bound together by
cmdb_ci_cluster Cluster
software in order to
function as one logical
computing resource.
Single computing
resource which is
cmdb_ci_cluster_node Cluster Node
logically/operationally
bound into a cluster.
System object that

is a set or grouping
of cluster resources
Cluster
cmdb_ci_cluster_resource that are used to
Resource
manage events that
occur in a clustered
environment.

associated.
Cluster Virtual Cluster VIP

cmdb_ci_cluster_vip
IP information.
Used to calculate the

approximate monthly
cost of running a stack
built on Virtual Servers
in cloud environment:
• Cloud Price Base:

Common price base
to store pricing info
of all the resources
of all the supported
clouds.
• Cloud Price Product

Base: Base table to
cmdb_ci_cmp_price_product Cloud Product store the common
_base Price Base attributes of all the
pricing resources.
• VM Instance Price:
Specific table which
extends the Cloud
Price Product base
to store the VM
specific product info
of all the supported
clouds.
Parent class for cloud

product prices such as
VM instance price.
Cloud Generic cloud

cmdb_ci_cmp_resource
Resource resources.
Communicatio Communication
cmdb_ci_comm
n Device devices information. A

associated.

choice list containing
devices such as
cellphone, phone,
conference phone,
and Wi-Fi.
An extension of
the Hardware table,
cmdb_ci_computer Computer
capturing computer
properties.
Computer Logical representation

cmdb_ci_computer_room
Room of a computer room.
Dev Ops tools such as

Chef and Puppet, that
are used to manage
server configurations.
cmdb_ci_config_automation_ Management
server Server Parent class
for application
management servers
such as Puppet
Master.
Configuration files
which establish the
Configuration
cmdb_ci_config_file parameters and initial
file
settings for some
computer programs.
Air conditioning units

Computer
cmdb_ci_crac used to cool data
Room AC
centers.
Digital-interface
cmdb_ci_csu_dsu_network CSU/DSU device used to
connect networking

associated.

equipment to a digital
circuit.
Organized collection
of data such as the set
of files where data is
cmdb_ci_database Database stored, the reason for
a database, and the
metadata about the
data.
Facility used to house

computer systems
and associated
components, such as
telecommunications
and storage systems.
It generally includes
redundant or
backup power
cmdb_ci_datacenter Data Center
supplies, redundant
data communications
connections,
environmental controls
(such as air
conditioning and
fire suppression),
and various security
devices.
Server running IBM

Data Power
cmdb_ci_datapower_server DataPower Gateway
Hosting Server
software.
Datastores are like file

systems, abstracting
the physical storage
cmdb_ci_datastore Datastore
and providing a
model for storing
files. The child
class represents the

associated.

VMware specific
Datastore.
Parent class for

VMWare datastore
object types such as
vCenter Datastores.
Metadata which
defines database
objects such as base
tables, views (virtual
Database
cmdb_ci_db_catalog tables), synonyms,
Catalog
value ranges, indexes,
users, and user
groups, for a specific
database instance.
Database catalog for

cmdb_ci_db_db2_catalog DB2 Catalog
DB2 database.
Instance of a DB2
cmdb_ci_db_db2_instance DB2 Instance
database.
Instance of an HBase
cmdb_ci_db_hbase_instance HBase Instance
database.
Software and memory

Database
cmdb_ci_db_instance used to manipulate
Instance
data in a database.
cmdb_ci_db_mongodb_insta MongoDB Instance of a

nce Instance MongoDB database.
SQL Server Microsoft SQL Server

cmdb_ci_db_mssql_analysis Analysis Analysis Services
Services software.
MSFT SQL Database catalog for

cmdb_ci_db_mssql_catalog
Catalog a specific instance

associated.

of a Microsoft SQL
database.
SQL Server Scheduled job to run a

cmdb_ci_db_mssql_int_job Integration SQL Server Integration
Services Job Service package.
SQL Server MSQL Server

cmdb_ci_db_mssql_integratio
Integration Integration Services
n
Services software.
SQL Server SQL Server software

cmdb_ci_db_mssql_reporting Reporting used for server-based
Services reporting generation.
cmdb_ci_db_mssql_server MS SQL Server Microsoft SQL Server.

MySQL
cmdb_ci_db_mysql_catalog a specific instance of
Catalog
a MySQL database.
MySQL primary
cmdb_ci_db_mysql_clustermg MySQLClusterM administrative
node GMNode interface to a running
cluster.
Summary table used in

the [ndbd] or [ndbd
cmdb_ci_db_mysql_clusterno MySQLClusterD default] sections of
de ataNode a config.ini file for
configuring MySQL
Cluster data nodes.
MySQL Instance of a MySQL

cmdb_ci_db_mysql_instance
Instance database.

Oracle
cmdb_ci_db_ora_catalog a specific instance of
Catalog
an Oracle database.

associated.
Oracle Instance of an Oracle

cmdb_ci_db_ora_instance
Instance database.
Oracle Process that runs on

cmdb_ci_db_ora_listener Database an Oracle Database
Listener Server.
cmdb_ci_db_postgresql_insta PostgreSQL Instance of a

nce Instance PostgeSQL database.

Sybase
cmdb_ci_db_syb_catalog a specific instance of
Catalog
a Sybase database.
Sybase Instance of a Sybase

cmdb_ci_db_syb_instance
Instance database.
Desktop Software used on

cmdb_ci_desktop_software
Software desktops and laptops.
Policy server, which

provides a security
component of
a policy-based
cmdb_ci_dir_policy_server Policy Server
network that provides
authorization services
and facilitates tracking
and control of files.
cmdb_ci_dir_site_minder_serv Server running

Site Minder
er SiteMinder software.
cmdb_ci_directory_ad_forest AD Forest Active Directory forest.
cmdb_ci_directory_ha HA Proxy HAProxy software.
Identity Identification
cmdb_ci_directory_iifp IIFP Feature Pack (Active
Directory) software.

associated.
LDAP (Lightweight
Directory Access
cmdb_ci_directory_ldap LDAP DB
Protocol) database
software.
Directory Server running LDAP

cmdb_ci_directory_server
Server software.
General category
cmdb_ci_disk Disk of data storage
mechanisms.
Sections of a disk
separated so that
cmdb_ci_disk_partition Disk Partition information in each
section can be
managed separately.
Hardware used to
Display
cmdb_ci_display_hardware display information in
Hardware
visual form.
Synonym for the host

cmdb_ci_dns_alias DNS Alias used to resolve DNS
addresses.
cmdb_ci_dns_name DNS Name Primary DNS names.
Docker containers (a
Docker
cmdb_ci_docker runtime instance of a
Container
docker image).
Docker software
for running and
cmdb_ci_docker_engine Docker Engine
managing Docker
containers.
Docker images.
Ordered collection
cmdb_ci_docker_image Docker Image
of root filesystem
changes and

associated.

the corresponding
execution parameters
for use within a
container runtime.
Docker tag, which is

Docker Image a label applied to a
cmdb_ci_docker_image_tag
Tag Docker image in a
repository.
cmdb_ci_docker_local_imag Docker Local Locally managed

e Image Docker image.
Distributed Resource
Scheduler (DRS)
behavior for the VMs
cmdb_ci_drs_vm_config DRS VM Config
in the vCenter that
override the cluster
behavior.
Virtual machine
EC2 Virtual
running in the Amazon
cmdb_ci_ec2_instance Machine
Elastic Compute
Instance
Cloud (EC2) platform.
Server running email

cmdb_ci_email_server Email Server
software.
Server running
JES software (multi-
cmdb_ci_email_server_jes JES
featured hybrid
MTA/MDA server).
Endpoint, which
represents the entry
point to a service, a
cmdb_ci_endpoint Endpoint process, or a queue
or topic destination
in service-oriented
architecture.

associated.
Logical grouping
of hardware and
software used to
develop, test, and
cmdb_ci_environment Environment deliver computing
services. For example:
development, test,
quality assurance, and
production.
ESX Resource VMware set of

cmdb_ci_esx_resource_pool
Pool physical resources.
Physical ESX server

cmdb_ci_esx_server ESX Server running the VMware
ESXi operating system.
cmdb_ci_exchange_backen ExchangeBack Server running

d EndServer Exchange software.
Server running
Exchange
Exchange software
cmdb_ci_exchange_cas Client Access
providing client
Server
access services.
Exchange Server running

cmdb_ci_exchange_edge_tr
Edge Transport Exchange Edge
ansport_server
Server Transport software.
ExchangeFront Server running

cmdb_ci_exchange_frontend
EndServer Exchange software.
Server running
cmdb_ci_exchange_hub ExchangeHub Exchange Hub
software.
Server running
Exchange Hub
cmdb_ci_exchange_hub_tran Exchange Hub
Transport
sport_server software providing
Server
transport services.

associated.
Exchange Exchange email

cmdb_ci_exchange_mailbox
MailBox account.
Server running
cmdb_ci_exchange_mailbox_ Exchange Exchange software
server Mailbox Server providing client
access services.
Exchange
cmdb_ci_exchange_service_ Exchange Service
Service
component Component software.
Component
Base class for

hardware used to
Facility facilities services such
cmdb_ci_facility_hardware
Hardware as electric, water,
sewer, air, and
security.
Fibre Channel Base table for fibre

cmdb_ci_fc_disk
Disk channel disk.
Storage volume
Fibre Channel exported by a storage
cmdb_ci_fc_export
Export server via Fibre
Channel protocol.
Fibre Channel port on

Fibre Channel a storage server, FC
cmdb_ci_fc_port
Port switch, or on a host's
HBA.
Fiber Distributed Data

cmdb_ci_fddi_network FDDI Cards
Interface cards.
File system information

for a server, capturing
cmdb_ci_file_system File System details such as mount
point, capacity, and
type of file system.

associated.
Extension of File
System, which
cmdb_ci_file_system_nfs NFS File system
provides NFS file
system information.
Extension of File
System, which
cmdb_ci_file_system_smb SMB File system
provides SMB file
system information.
Firewall
cmdb_ci_firewall_network Firewall hardware.
Hardware
Server providing FTP

cmdb_ci_ftp_server FTP Server
services.
cmdb_ci_fuel_tank Fuel Tank Fuel tank.
cmdb_ci_generator_power_e Power
Power generator.
q Generator
cmdb_ci_group Group Logical group of CIs.
Base class for

cmdb_ci_hardware Hardware
hardware.
Cloud agnostic way

of representing a
group of hosts
as a cluster. The
child class represents
VMware vCenter
cmdb_ci_host_cluster Host Cluster
Cluster specific details.
Parent class for

VMWare host cluster
object types such as
vCenter Clusters.

associated.
Server running HPUX

cmdb_ci_hpux_server HPUX Server
software.
cmdb_ci_hub_network Hub Hardware Physical network hub.
Heating, ventilation,
HVAC
cmdb_ci_hvac and air conditioning
Equipment
equipment.
Cluster of the Hyper-V

cmdb_ci_hyper_v_cluster Hyper-V Cluster
servers.
Hyper-V virtual
machine instance. This
Hyper-V Virtual table extends the
cmdb_ci_hyper_v_instance Machine generic Virtual
Instance Machine Instance
[cmdb_ci_vm_instanc
e] table.
Hyper-V Virtual Hyper-V virtual

cmdb_ci_hyper_v_network
Network network.
Base class for all

cmdb_ci_hyper_v_object Hyper-V Object
Hyper-V objects.
cmdb_ci_hyper_v_resource_p Hyper-V
Hyper-V resource pool.
ool Resource Pool
Hyper-V Resource pool

cmdb_ci_hyper_v_rpool_com
Resource Pool component belonging
p
Component to resource pool.
Server running Hyper-V

cmdb_ci_hyper_v_server Hyper-V Server
software.
Intrusion
Security intrusion
cmdb_ci_ids_network Detection
detection systems.
System

associated.
IIS Virtual Virtual Directory in IIS

cmdb_ci_iisdirectory
Directory Manager.
Hardware used
Imaging
cmdb_ci_imaging_hardware to create electronic/
Hardware
physical images.
Inetinfo service of IIS

cmdb_ci_inetinfo Inetinfo service
application.
Base class for

enterprise software or
programs specifically
designed to help
business organizations
Infrastructure
cmdb_ci_inf_software perform basic tasks
Software
such as workforce
support, business
transactions and
internal services, and
processes.
Types of information
that a business
application or any
other entity handles.
Information
cmdb_ci_information_object
Object For example:
'Employee Salary
Data', Employee
Personal Data', and
'Sales Data'.
Extension of the Virtual

Machine Object
Installed [cmdb_ci_vm_object]
cmdb_ci_installed_bundles
Bundles table, which
represents bundles of
installed software.

associated.
IT services
Infrastructure which support
cmdb_ci_infra_service
Service providing computing
infrastructure.
cmdb_ci_infra_service_ldap LDAP Service Running LDAP service.
cmdb_ci_ip_address IP Address IP address.
Base class for devices

cmdb_ci_ip_device IP Device
with an IP address.
cmdb_ci_ip_firewall IP Firewall Firewall hardware.
IP network information
capturing details such
cmdb_ci_ip_network IP Network
as subnet, router, and
router_interface_type.
IP-enabled (VOIP)
cmdb_ci_ip_phone IP Phone
phone.
Specialization of
the Network Gear
cmdb_ci_ip_router IP Router
[cmdb_ci_netgear]
table.
cmdb_ci_ip_server IP Server Server hardware.
Base table for IP

services running on
IP Service
cmdb_ci_ip_service a server such Unix
Instance
daemon or Windows
service.
Specialization of
the Network Gear
cmdb_ci_ip_switch IP Switch
[cmdb_ci_netgear]
table.

associated.
Server running Oracle

Iplanet Web
cmdb_ci_iplanet_web_server iPlanet Web Server
Server
(OiWS) software.
Server running ISAM

cmdb_ci_isam_server ISAM Server
software.
Host mount of an iSCSI

cmdb_ci_iscsi_disk iSCSI Disk
disk.
Storage volume
cmdb_ci_iscsi_export iSCSI Export exported by a storage
server via iSCSI.
Kubernetes cluster,
ingress, namespace,
node, pod, service,
volume, and
workload. Also
represents open
shift build conf,
deployment conf,
cmdb_ci_kubernetes_compo Kubernetes docker images
nent Component repository, group,
images, images,
stream, project, route,
and user.
Parent class
for Kubernetes
components such as
Pods and Clusters.
Hypervisor that
manages kernel-
cmdb_ci_kvm KVM
based virtual
machines (KVMs).
cmdb_ci_kvm_network Network KVM Virtual network.

associated.
Base object for all

cmdb_ci_kvm_object KVM Object
KVM objects.
cmdb_ci_kvm_storage_pool Storage Pool KVM storage pool.
cmdb_ci_kvm_storage_volum Storage
KVM storage volume.
e Volume
KVM Virtual Virtual machine

cmdb_ci_kvm_vm_instance Machine instance running on a
Instance KVM hypervisor.
Server functioning as a
cmdb_ci_lb Load Balancer
load balancer.
A10 Load Server functioning as

cmdb_ci_lb_a10
Balancer an A10 load balancer.
Server functioning
cmdb_ci_lb_ace ACE as an ACE load
balancer.
Server functioning
cmdb_ci_lb_alteon Alteon as an Alteon load
balancer.
Application
Load Balancer that provides
cmdb_ci_lb_appl
Application load balancing
functionality.
Server functioning as
LB Backend
cmdb_ci_lb_backend_server a backend load
Server
balancer.
cmdb_ci_lb_bigip F5 BIG-IP an F5 BIG-IP load
balancer.

associated.
cmdb_ci_lb_cisco_csm Cisco CSM a Cisco CSM load
balancer.
cmdb_ci_lb_cisco_css Cisco CSS a Cisco CSS load
balancer.
cmdb_ci_lb_f5_gtm F5 BigIP GTM an F5 BigIP GTM load
balancer.
A server functioning as
cmdb_ci_lb_f5_ltm F5 BigIP LTM an F5 BigIP LTM load
balancer.
HAProxy Load
cmdb_ci_lb_haproxy an HA Proxy load
Balancer
balancer.
cmdb_ci_lb_isa ISA Server
an ISA load balancer.
Modjk Load
cmdb_ci_lb_modjk a Cisco CSM load
Balancer
balancer.
ModProxy
cmdb_ci_lb_modproxy a ModProxy load
Load Balancer
balancer.
cmdb_ci_lb_netscaler Citrix Netscaler a Citrix Netscaler load
balancer.
Server performing
Network Load
cmdb_ci_lb_network network load
Balancer
balancing.

associated.
Server functioning
Nginx Load
cmdb_ci_lb_nginx as an Nginx load
Balancer
balancer.
Collection of host-to-
Load Balancer
cmdb_ci_lb_pool port mappings to be
Pool
balanced.
Host-to-port mapping
Load Balancer
cmdb_ci_lb_pool_member of a request to be
Pool Member
balanced.
Radware Load
cmdb_ci_lb_radware a Radware load
Balancer
balancer.
Virtual service that

the device balances
Load Balancer
cmdb_ci_lb_service by forwarding requests
Service
to members within a
pool.
Load balancer
template which
contains load
Load Balancer
cmdb_ci_lb_template balancer-related
Template
configuration settings
for a specific type of
network traffic.
cmdb_ci_lif LIF Logical interface.
Load Balancer
cmdb_ci_lb_vlan Virtual LAN segment.
VLAN
Server running Linux

cmdb_ci_linux_server Linux Server
software.
Logical VMware vCenter

cmdb_ci_logical_datacenter
Datacenter logical datacenter.

associated.
Logical partition,
commonly called an
LPAR, is a subset
Logical
cmdb_ci_lpar of a computer's
Partition
hardware resources,
virtualized as a
separate computer.
Linux Volume
cmdb_ci_lvm_pool LVM Pool Manager storage
pool.
Linux Volume
LVM Pool
cmdb_ci_lvm_pool_member Manager storage pool
Member
member.
IBM large-scale
cmdb_ci_mainframe IBM Mainframe
computer system.
The hardware
cmdb_ci_mainframe_hardwa Mainframe components of a
re Hardware large-scale computer
system.
Logical partition,
which is commonly
called an LPAR,
and is a subset
IBM Mainframe
cmdb_ci_mainframe_lpar of a mainframes
LPAR
computer's hardware
resources, virtualized
as a separate
computer.
Circuit board that

Memory
cmdb_ci_memory_module provides for memory
Module
storage.

associated.
Physical device with

Multi-function
cmdb_ci_mfp_printer scan, copy, and fax
Printer
capabilities.
Server running Internet

cmdb_ci_microsoft_iis_web_s Microsoft iis Information Services
erver Web Server (IIS) for Windows
software.
Modem Physical modem

cmdb_ci_modem_network
Hardware hardware.
Multipath IO pool,
Multipath IO representing multiple
cmdb_ci_mpio_pool
Pool redundant paths to
storage.
Multipath IO Group of multipath IO

cmdb_ci_mpio_pool_group
Pool Group pools.
Multipath IO Single path in an MPIO

cmdb_ci_mpio_pool_path
Pool Path pool.
Mass Storage Physical storage

cmdb_ci_msd
Device device.
Extension of
the File System
[cmdb_ci_file_system]
cmdb_ci_nas_file_system NAS File System
table, representing
network attached
storage.
Functionality for NAT

cmdb_ci_nat_gateway NAT Gateway
gateway.
Functionality of
NetApp Clustered
cmdb_ci_netapp_cdot NetApp CDOT
Data OnTap operating
system

associated.
NetApp NetApp logical

cmdb_ci_netapp_datacenter
Datacenter datacenter.
NetApp Storage
cmdb_ci_netapp_svm NetApp SVM
Virtual Machine.
NetApp NetApp FlexVol

cmdb_ci_netapp_volume
Volume storage volume.
Network Server configured

cmdb_ci_net_app_server Appliance to perform as a
Hardware networking appliance.
Extension of the
Hardware table, that
captures network
cmdb_ci_netgear Network Gear
equipment such as
router, switch, hub,
gateway, and bridge.
Server running
cmdb_ci_netware_server Netware Server
NetWare software.
VMware vCenter
cmdb_ci_network Cloud Network
cloud network.
Network access
cmdb_ci_network _acl Network ACL
control list (ACL).
Rule used to control

Network ACL
cmdb_ci_network_acl_rule networking access
Rule
rights.
Network Network adapter

cmdb_ci_network_adapter
Adapter hardware.
Group policy
cmdb_ci_network_policy_gro Network Policy
consumed by Active
up Group
Directory services.

associated.
Network OpenStack file used to

cmdb_ci_network_template
Template configure a network.
Cloud Mgmt
Virtual network
cmdb_ci_nic Network
adapter.
Interface
Nginx Web Server running Nginx

cmdb_ci_nginx_web_server
Server software.
cmdb_ci_openstack_datace OpenStack OpenStack logical

nter Datacenter datacenter.
Fiber optics which are

used for long-distance
and high-performance
data networking.
Fiber optics are
commonly used in
telecommunication
services such as
Fiber Optic internet, television and
cmdb_ci_optical_transport
Equipment telephones.
Child class of Transport

Hardware and parent
class for telecom
fiber optic equipment
such as optical
multiplexers and
terminal equipment.
Operating-
Containers (a runtime
system-level
cmdb_ci_oslv_container instance of a docker
Virtualization
image).
Container

associated.
Operating-
Software for running
system-level
cmdb_ci_oslv_engine and managing
Virtualization
containers.
Engine
Container images.
Ordered collection
Operating- of root filesystem
system-level changes and
cmdb_ci_oslv_image
Virtualization the corresponding
Image execution parameters
for use within a
container runtime.
Operating- Container tag, which

system-level is a label applied to a
cmdb_ci_oslv_image_tag
Virtualization container image in a
Image Tag repository.
Operating-
system-level Locally managed
cmdb_ci_oslv_local_image
Virtualization container image.
Local Image
Server running OS/X

cmdb_ci_osx_server OS/X Server
operating system.
Software files used

to create a new
instance of a compute
cmdb_ci_os_template Image resource such as
server, desktop, virtual
machine, and virtual
router.
Hardware used to
Out-of-Band
cmdb_ci_outofband_device perform out-of-band
Device
management.
Patch software to
cmdb_ci_patches Patch
fix or improve a

associated.

computer program or
its supporting data.
Multi-purpose
electronic computer
Personal whose size,
cmdb_ci_pc_hardware
Computer capabilities, and price
make it feasible for
individual use.
Cloud Foundry
provides a highly
efficient, modern
model for cloud native
application delivery
on top of Kubernetes.
Component
represents application,
CloudFoundry
cmdb_ci_pcf_component domain, organization,
Component
quota, routes, service,
service plan, space,
and space instances.
Parent class for

price base of cloud
products such as
virtual machines.
Power distribution unit

cmdb_ci_pdu PDU
(PDU).
cmdb_ci_pdu_outlet Outlet Single outlet of a PDU.
Various computer
peripherals such as
Computer
cmdb_ci_peripheral monitor, docking
Peripheral
station, KVM switch,
projector, scanner,

associated.

keyboard, mouse, and
UPS.
Printer whose
size,capabilities and
cmdb_ci_personal_printer Personal Printer
price make it feasible
for individual use.
Printer with capabilities

cmdb_ci_plotter Plotter to print large vector
graphic images.
Hardware used to
Power
cmdb_ci_power_eq manage electrical
Equipment
power.
Interface between a
cmdb_ci_port Port computer and other
electronic devices.
Group of ports on a
cmdb_ci_port_group Port Group
virtual switch.
Print queue, which

is a list of printer
output jobs held in
a reserved memory
cmdb_ci_print_queue Print Queue
area, including the
most current status of
all active and pending
print jobs.
Physical device which

makes a persistent
human-readable
cmdb_ci_printer Printer representation of
graphics or text
on paper or similar
physical media.

associated.
Physical device which

makes a persistent
human-readable
Printing
cmdb_ci_printing_hardware representation of
Hardware
graphics or text
on paper or similar
physical media.
Server running
cmdb_ci_puppet_master Puppet Primary PuppetMaster
application.
cmdb_ci_qtree Qtree Qtree file system.
Relation qualifier
CIs which contain
important information
about CI relationships.
In a relation
qualifier, you can
annotate arbitrary
unique information
about the relationship
between two CIs. You
can define multiple
cmdb_ci_qualifier Qualifier
qualifiers for a single
relationship, resulting
in a qualifier chain.
However, there can
be only a single
qualifier chain for a
specific relationship
type between two CIs.
Parent class for

the various relation
qualifier types such
as EntryPoint Markers

associated.

and Boundary
Connections.
Datacenter racks
containing details
cmdb_ci_rack Rack such as rack units, rack
units in use, and power
consumption.
Storage pool using

cmdb_ci_raid RAID RAID mechanisms to
ensure data integrity.
Member of storage
cmdb_ci_raid_member RAID Member pool using RAID
mechanisms.
Resource pool is a
Resource logical abstraction for
cmdb_ci_resource_group
Group flexible management
of resources.
Parent class for virtual

cmdb_ci_sa_scaling_pol_bas machines scaling
Scaling Policy
e policy options such as
simple and dynamic.
Network which
Storage Area
cmdb_ci_san provides access to
Network
block level storage.
SAN Connection in a SAN

cmdb_ci_san_connection
Connection network.
Base table for

the iSCSI Disk
[cmdb_ci_iscsi_disk]
cmdb_ci_san_disk SAN Disk
and the Fibre Channel
Disk [cmdb_ci_fc_disk]
tables.

associated.
One end of a SAN

cmdb_ci_san_endpoint SAN Endpoint
connection.
Base table for

the iSCSI Export
[cmdb_ci_iscsi_export]
cmdb_ci_san_export SAN Export and the Fibre
Channel Export
[cmdb_ci_fc_export]
tables.
Hardware that
connects workstations
and servers to storage
cmdb_ci_san_fabric SAN Fabric
devices in a SAN.
Referred to as a
"fabric."
Subset of SAN storage

cmdb_ci_san_zone SAN Zone that certain users are
restricted to.
Collection of SAN zone

cmdb_ci_san_zone_alias SAN Zone Alias
members.
M2m relationship
cmdb_ci_san_zone_alias_me SAN Zone Alias between SAN zone
mber Member aliases and SAN zone
members.
SAN Zone Ports and devices in a

cmdb_ci_san_zone_member
Member SAN zone.
Collection of SAN
cmdb_ci_san_zone_set SAN Zone Set
zones.
Hardware used to
cmdb_ci_scanner Scanner create digital imagine
of paper documents.

associated.
Base class for all types

cmdb_ci_server Server
of servers.
Server snapshot, which

Server is the state of a system
cmdb_ci_server_snapshot
Snapshot at a particular point in
time.
IT Service that directly

cmdb_ci_service Service supports a Business
Process (ITIL).
Services that can be

monitored by the
system, which in the
base system, includes
only application
services. If Service
Application Mapping is activated,
cmdb_ci_service_auto
Service there can also
be records for
dynamic CI groups. If
Event Management is
activated, there can
be records for alert
groups.
Business services are

published to business
users and typically
Business underpin one or more
cmdb_ci_service_business
Service business capabilities.
Business services are
often orderable by
business users.
Application services,
Mapped created by the
cmdb_ci_service_discovered Application Manual service
Service population method.
For each application

associated.

service, there is a
container CI record
that models the
application service.
Technical services are

published to service
owners and typically
underpin one or more
Technical business services. A
cmdb_ci_service_technical
Service technical service may
have an operational
view made up of
one or more technical
service offerings.
Solaris Virtual Virtual machine

cmdb_ci_solaris_instance Machine instance running
Instance Solaris software.
Physical server running

cmdb_ci_solaris_server Solaris Server
Solaris software.
Software package
information containing
details such as version,
cmdb_ci_spkg Software install count, license
count, package
name, and key (when
SAM enabled).
Logical device that

Storage controls a storage
cmdb_ci_storage_controller
Controller volume or Fibre
Channel port.
Base table for block

cmdb_ci_storage_device Storage Device storage devices such
as DAS, SAN, and NAS.

associated.
Disk installed in a
cmdb_ci_storage_disk Storage Disk
storage server.
Base table for

the SAN Export
cmdb_ci_storage_export Storage Export
[cmdb_ci_san_export]
table.
NAS file system on

Storage File
cmdb_ci_storage_fileshare a storage server (an
Share
exported file system).
Host bust adapter

for Fibre Channel.
cmdb_ci_storage_hba Storage HBA The physical device
that provides Fibre
Channel ports.
Logical collection of
cmdb_ci_storage_pool Storage Pool
storage.
cmdb_ci_storage_pool_mem Storage Pool Logical volume in a

ber Member storage pool.
cmdb_ci_storage_switch Storage Switch Fibre Channel switch.
Storage Volume on a storage

cmdb_ci_storage_volume
Volume server.
Server snapshot is the

Storage
cmdb_ci_storage_vol_snapsh state of a system at
Volume
ot a particular point in
Snapshot
time.
Cloud Mgmt Part of a larger

cmdb_ci_subnet
Subnet network.
Server running Sun

Sun Directory
cmdb_ci_sun_dir_proxy_server ONE Directory Proxy
Proxy Server
Server software.

associated.
Server running Sun

Sun LDAP
cmdb_ci_sun_ldap_dir_server ONE Directory Server
Server
(LDAP) software.
Surger Power equipment

cmdb_ci_surge_power_eq Protection used to prevent power
Equipment surges.
Hardware for using

Server Tape
cmdb_ci_tape_server magnetic tape
Unit
storage.
Software which
provides web server
Tomcat plugins to connect
cmdb_ci_tomcat_connector
Connector web servers with
Tomcat and other
backends.
Parent class for facility

Tower towers and tower
cmdb_ci_tower_eq
Equipment equipment such as
lights and beacons.
Rules to allow router

cmdb_ci_translation_rule NAT to remap one network
address to another.
Telecommunication
hardware used for
digital communication
and related
Transport hardware such as
cmdb_ci_transport_hardware
Hardware telecommunication
racks, servers to
connect port to LAN,
relays, channel banks,
and network circuit
switch.

associated.

Parent class for
telecom transport
hardware such as
multiplexers and fiber
optic equipment.
Physical Cisco
Cisco UCS
cmdb_ci_ucs_blade UCS Blade server
Blade
hardware.
Physical Cisco UCS

chassis hardware
Cisco UCS
cmdb_ci_ucs_chassis used to hold Cisco
Chassis
UCS Blade server
hardware.
Cisco Unified
Cisco UCS
cmdb_ci_ucs_equipment Computing System
Equipment
(UCS) products.
Set of computers
clustered together to
cmdb_ci_unix_cluster UNIX Cluster
present a single Unix
server resource.
Long running Unix

background process
cmdb_ci_unix_daemon UNIX Daemon
used to answer
requests for services.
Server running Unix

cmdb_ci_unix_server UNIX Server
software.
Uninterrupted Power
Supply devices, where
cmdb_ci_ups UPS
devices are traditional
UPS devices.
Uninterrupted Power
cmdb_ci_ups_alarm UPS Alarm
Supply alarm.

associated.
Uninterrupted Power
cmdb_ci_ups_bypass UPS Bypass
Supply bypass.
Electrical input to an
cmdb_ci_ups_input UPS Input Uninterrupted Power
Supply device.
Electrical output from

cmdb_ci_ups_output UPS Output an Uninterrupted
Power Supply device.
Uninterrupted Power
Supply devices, where
Uninterruptible devices are any
cmdb_ci_ups_power_eq
Power Supply non-traditional UPS
devices that manage
electrical power.
VMware Installed instance of

cmdb_ci_vcenter vCenter VMware VCenter
Instance software.
Set of servers that work

VMware together while running
cmdb_ci_vcenter_cluster
vCenter Cluster VMware VCenter
software.
vCenter specific
table which stores
Distributed Resource
Scheduler (DRS) basic
VMWare
cmdb_ci_vcenter_cluster_drs_ rule information.
vCenter Cluster
rule Stores the affinity
DRS Rule
rule specifying that
the members of
a selected virtual
machine DRS group
can or must run on the

associated.

members of a specific
host DRS group.
Populated by the
vCenter API
ClusterRuleInfo(vim.clu
ster.RuleInfo.
VMware
VMware VCenter data
cmdb_ci_vcenter_datacenter vCenter
center objects.
Datacenter
VMware VCenter
datastore objects
VMware
containing details
cmdb_ci_vcenter_datastore vCenter
such as capacity,
Datastore
freespace, filesystem,
and type.
Individual VMware
cmdb_ci_vcenter_datastore_
Datastore Disk VCenter datastore
disk
disk.
VCenter folders, which

can be used to
VMware
cmdb_ci_vcenter_folder group objects of the
vCenter Folder
same type for easier
management.
VMware
VMWare vCenter
cmdb_ci_vcenter_network vCenter
virtual network.
Network
VMware Base class for most

cmdb_ci_vcenter_object vCenter VMware VCenter
Object objects.
VMware
cmdb_ci_vcenter_server_obj vCenter Server VMware hypervisor.
Object

associated.
Physical disk that is

cmdb_ci_veritas_disk Veritas Disk controlled by Veritas
Volume Manager.
Collection of disks
Veritas Disk
cmdb_ci_veritas_disk_group in Veritas Volume
Group
Manager.
Logical partition
cmdb_ci_veritas_plex Veritas Plex in Veritas Volume
Manager.
Partition of a
cmdb_ci_veritas_subdisk Veritas Subdisk
Veritas_disk.
cmdb_ci_veritas_volume Veritas Volume Aggregation of plexes.
Base table used

Virtualization by the ESX Server
cmdb_ci_virtualization_server
Server [cmdb_ci_esx_server]
table.
User's desktop
environment (such
as icons, wallpaper,
cmdb_ci_virtual_desktop Virtual Desktop windows, folders,
toolbars, and widgets)
is stored remotely on a
server.
Virtual Private Two VPN endpoints for

cmdb_ci_virtual pvt_gateway
Gateway automatic failover.
Virtual
cmdb_ci_vm Machine Hypevisor software.
HyperVisor
Virtual
Generic virtual
cmdb_ci_vm_instance Machine
machines information.
Instance

associated.
Base class for all VM

Virtual objects. Parent for all
cmdb_ci_vm_object Machine objects such as Hyper-
Object V object and KVM
object.
Instance of Parallels
cmdb_ci_vm_parallels Parallels
software.
Template, which is a
master copy of a
Virtual virtual machine that
cmdb_ci_vm_template Machine can be used to
Template create many clones.
Base table for all VM
templates.
Credentials, which are

VM User used to authenticate
cmdb_ci_vm_user_credentials
Credentials access rights and
permissions.
VMWare specialization
cmdb_ci_vm_vmware VMware of the Virtual Machine
table. No longer used.
Partitioned virtual OS
environment working
cmdb_ci_vm_zones Zones
in a Solaris operating
system space.
Telecommunication
systems that represent
telephone systems,
Voice System telephone exchanges,
cmdb_ci_voice_hardware
Hardware and voice mail.
Parent class for

telecom voice system
hardware such as

associated.

voicemail and private
branch exchanges.
Set of rules that

specify one or
Volume more capabilities of
cmdb_ci_volume_template
Template a storage volume
(storage selection and
layout rules).
VMware Virtual
VMware VM instance
cmdb_ci_vmware_instance Machine
on VMware hypervisor.
Instance
Master copy of
VMware Virtual a VMware virtual
cmdb_ci_vmware_template Machine machine that can be
Template used to create many
clones.
On-demand
configurable pool of
Virtual Private shared computing
cmdb_ci_vpc
Cloud resources allocated
within a public cloud
environment.
Private network
Virtual Private configured to run
cmdb_ci_vpn
Network across a public
network.
Secure connection to
VPN
cmdb_ci_vpn_connection another network over
Connection
the Internet.
Extends the Virtual

Machine Object
cmdb_ci_vserver_peer Vserver Peer
[cmdb_ci_vm_object]
table. Peer relationship

associated.

between the Vservers
(NetApp).
Networking hardware
device that allows a
Wireless Access
cmdb_ci_wap_network Wi-Fi compliant device
Point
to connect to a wired
network.
Client–server software
application in which
Web
cmdb_ci_web_application the client (or user
Application
interface) runs in a
web browser.
Server running IBM

Lotus Domino Notes software
cmdb_ci_web_domino
HTTP Server (formerly Lotus
Notes/IBM Domino).
Computer system that

processes requests via
cmdb_ci_web_server Web Server
HTTP from the World
Wide Web.
Service offered
by an electronic
device to another
cmdb_ci_web_service Web Service electronic device,
communicating with
each other via the
World Wide Web.
A collection of related
cmdb_ci_web_site Web Site
web pages.
A logical grouping
of IBM Websphere
Websphere
cmdb_ci_websphere_cell nodes (each of which
Cell
runs one or more
application servers)

associated.

that are centrally
managed.
A single (virtual) server

Windows composed of one
cmdb_ci_win_cluster
Cluster ore more physical
Windows Servers.
A physical member of
Windows
cmdb_ci_win_cluster_node the Windows Cluster
Cluster Node
application.
A logical or physical
Windows
cmdb_ci_win_cluster_resourc entity managed by
Cluster
e the Windows Cluster
Resource
application.
A server that
responds to
Windows
cmdb_ci_win_domain_control security authentication
Domain
ler requests within a
Controller
Windows Server
domain.
A server running
Windows Microsoft Windows
cmdb_ci_win_server
Server Server operating
system.
A Windows computer
Windows
cmdb_ci_windows_service program that operates
Service
in the background.
Data Center A specified portion of

cmdb_ci_zone
Zone a data center facility.
Configuration Item [cmdb_ci] class

Attributes in the Configuration Item [cmdb_ci] class, which extends the
Base Configuration Item [cmdb] class.

associated.
Warning: Do not modify any of these attributes in the dictionary.

For example, do not modify the type of the location attribute from
reference to list. Such modifications may prevent features that use
the CMDB, from functioning properly.
For descriptions of common CMDB tables in a base system, see CMDB

tables descriptions.
Common, core, user tables

associated.
CMDB CI schema related to common core and non-core tables
Attributes
Attribute Description
Asset tag/service tag for the

Asset tag
specific asset
Date and time of assignment to

Assigned
user
Description of usage of attributes

Attributes
for the instance
Indicates whether the instance

Can Print
can print
Name of category applicable to

Category
the instance
Checked in Date and time of checking in
Checked out Date and time of checking out

associated.
Class System class name
Comments Comments related to the instance
ID of the instance from another

Correlation ID
data source
Financial value in local currency

Cost (as defined in the Cost Currency
field)
Name of currency (such as dollars,

Cost currency
pounds, Euros)
Created Date and time record was created
Name of person/data source

Created by
which initially created the record
Fit (how deployed) and function

Description
(purpose) of the instance
Name of primary (most trusted)

Discovery source
discovery source
Name of the DNS domain to which

DNS Domain
the instance belongs
ID of the domain to which the

Domain
instance belongs
Path of the domain to which the

Domain Path
instance belongs
Due Date and time instance was due
Description of the manner of which

Due in
the instance was due

associated.
Number of faulty recorded against

Fault Count
the instance to date
Date and time instance was

First Discovered
initially discovered
Full path name of domain to which

Fully Qualified Domain Name
the instance belongs
General Ledger account name/

GL account
number
Date and time instance was most

Installed
recently installed
Invoice number used in acquisition

Invoice number
process
Primary IP address used by the

IP Address
instance
Description of the justification for

Justification
the instance
Number of current leasing

Lease contract
contracts
MAC Address MAC address of the instance
Manufacturer original model

Model Number
number
Indicates whether the instance is

Monitor
monitored
Date and time instance was last

Most Recent Discovery
discovered
Name Name of the CI instance

associated.
Configurable choice list for current

Operational Status
operational states

Order received
initially received

Ordered
initially ordered
Purchase order number used in

PO number
acquisition process
Purchased Date instance was purchased
Flag indicating whether verification

Requires verification
is required for the instance
Serial number Serial number of the instance
Flag indicating whether

synchronization between Asset
Skip sync
Management and CMDB can be
skipped
Date and time the instance was

Start Date
last started
Configurable choice list with

Status
values for current functional states
Name of Subcategory applicable

Subcategory
to the instance
Sys ID ServiceNow Sys ID (GUID)
Tags Related tags
Date and time instance was last

Updated
updated

associated.
Person/data source which last

Updated by
updated the record
Configurable choice list with

Updates
values for update states
Warranty expiration Date current warranty expires
Reference attribute Reference to
Approval Group Group table
Asset Asset table
Assigned to User table
Change Group Group table
Company Company table
Cost center Cost Center table
Department Department table
Location Location table
Maintenance Schedule Schedule table
Managed by User table
Manufacturer Company table
Model ID Product Model table
Owned by User table
Schedule table (for normal

Schedule
processing)

associated.
Support group Group table
Supported by User
Vendor Company table
Hardware [cmdb_ci_hardware] class

Attributes, identification rule, and other important schema structures for
the CMDB Hardware [cmdb_ci_hardware] class.

Hardware, Computer, Server Schema
Note: cmdb_sw_instance noted in the diagram, is a reference to

the cmdb_software_instance class.
Attributes
The Hardware class adds the following unique attributes:

associated.
Status of hardware such as In

hardware_status Maintenance or Retired. Used to
sync status to the Asset class.
Secondary hardware status. Each

setting in hardware_status results in
hardware_substatus
a different set of choices available
for this field.
Default gateway that the

default_gateway
computer is connected through.
Key relationship structures

Use the following key relationships as important guidelines when creating
Hardware, Computer, or Server CIs:
Serial number: During CI identification, Identification and Reconciliation

Engine (IRE) processes search for a serial number in two locations.
One is the CI serial number attribute, and the second one is the
Serial Number [cmdb_serial_number] table, with reference back to the
Hardware [cmdb_ci_hardware] table.
• Store any serial number of any type other than System, only in the
Serial Number table (and not in the server CI attribute).
• If the system serial number is available, store it in both the Serial

Number attribute of the CI and in the Serial Number table.
The Serial Number table is a many to one relationship linking back to

the server CI. This table has a type field for specifying the type of the
serial number (system, uuid, chassis, bios, or baseboard) and storing
the actual value itself. Use the following Windows standards for serial
number types in the Serial Number [cmdb_serial_number] table:
• system: Product identification such as a serial number for software,

a die number on a hardware chip, or a project number (for
noncommercial products).

associated.
• uuid: Universally unique identifier (UUID) for the product. A UUID is

a 128-bit identifier that is guaranteed to be different from other
generated UUIDs.
• chassis: Manufacturer-allocated number that is used to identify a

physical element. Value is the Serial Number member of the System
Enclosure or Chassis structure in the SMBIOS information. This type
represents the properties associated with a physical system enclosure.
• bios: The assigned serial number of the BIOS. This type represents the
attributes of the computer system basic input/output services (BIOS)
that are installed on the computer.
• baseboard: Manufacturer-allocated number that is used to

identify the physical element. This property is inherited from
CIM_PhysicalElement, and is sometimes referred to as the
'Motherboard Serial Number'.
Network adapter:
• Use the Network Adapter [cmdb_ci_network_adapter] class to store

network adapters.
• Set the Name attribute in the Network Adapter class to be the name
of the Network Adapter device (such as eth0, eth1).
Set the MAC Address attribute to be the MAC address value. Format
the string with colon separators between octets and lower case
hexadecimal characters with padded zeros.
For example: 'f8:f2:1e:00:d4:66'
• In the CI Relationship [cmdb_rel_ci] table, create an Owned By::Owns

relationship to the associated Hardware CI. Specify a reference from
the Network Adapter [cmdb_ci_network_adapter] table using the CI
with a reference to the associated Hardware CI.
IP address:

associated.
• Use the IP Address [cmdb_ci_ip_address] class to store IP addresses.
• Store an IP address value in the IP Address attribute, and in the Name

attribute (to avoid empty Name attributes).
• Store an IPv4 IP address value using the format 'NNN.NNN.NNN.NNN',

with decimal-based octets and period separators. Non-conforming
values should be considered invalid and cleansed to null values.
• Store an IPv6 IP address value using lower case hexadecimal with

colon separators. Non-confirming values should be considered invalid
and cleansed to null values.
• Set the Netmask attribute to the IP address.

relationship to the associated Hardware CI.
• Specify for the IP address a reference to the Network Adapter

[cmdb_ci_network_adapter] table using the Configuration Item with
a reference to the associated Hardware CI.
• To ensure that base system identification rules work properly, also

store the IP address in the associated Network Adapter class.
Network adapter and IP address:
• Store the MAC address of the network adapter installed on a server,

in the Network Adapter [cmdb_ci_network_adapter] class.
• Store the IP address in the IP Address [cmdb_ci_ip_address] class.
• Do not store the MAC address or the IP address in the Server

[cmdb_ci_server] class.
Key reference structures

Use the following key references as important guidelines when creating
•
Software and processes running on a server: The Software
[cmdb_ci_spkg] class contains the generic software package that is

associated.
related to the server CI. The cmdb_software_instance table instantiates

each instance of the software package with:
• One to one reference back to the Server [cmdb_ci_server] class
• Many to one reference back to the Software class

These references are stored in the Installed on and the Product Name
reference attributes respectively.
If either the Software Asset Management Foundation

[com.snc.sams] or the Software Asset Management
[com.snc.software_asset_management] plugin is installed, then store
software details in the Software Installation [cmdb_sam_sw_install] table
instead of the cmdb_software_instance table.
• The Manufacturer and Model ID are reference attributes to the

Company [core_company] and Product Model [cmdb_model] tables
respectively.
• The Owned By, Assigned To, Managed By, and Supported By are
reference attributes to the User [sys_user] table. The Change Group and
Support Group are reference attributes to the Group [sys_user_group]
table.
Identification rule
The base system contains pre-defined identification rules for the
Hardware, Computer, and Server classes, which are identical. That
identification rule has the following key identifier entries, listed in priority
order:
1. Identifier entry which uses lookup-based identification specified with

Serial Number [cmdb_serial_number] as the lookup table. The Serial
Number table is a many to one reference from Serial Number back to
the server CI.
2. Identifier entry specified with the Serial Number attribute in the CI.
3. Identifier entry for the Name attribute. If Serial Number is not

available, then the Name (which is the hostname) attribute is used. If
both the Serial Number and the Name attributes are provided, then
Identification and Reconciliation Engine (IRE) looks first for the Serial
Number. Then, if a Serial Number is not found, IRE falls back to using
Name.

associated.
4. Identifier entry specified for the MAC Address/IP Address attributes in

the Network Adapter table. However, do not rely only on the MAC
Address/IP Address.
If both Serial Number and Name are not available, and only MAC
Address/IP Address are available, use MAC Address as the name of
the CI. Using the MAC Address as the name of the CI ensures that
you don't create an empty CI.
For more information, see CMDB Identification and Reconciliation.
Computer [cmdb_ci_computer] class

the CMDB Computer [cmdb_ci_computer] class.


Attributes
The Computer class adds the following unique attributes:

associated.
CD_ROM Denotes whether a CD ROM exists.
CD Speed Speed of CD_ROM.
Chassis type Type of computer chassis.
CPU core count Number of cores per CPU.
CPU core thread Number of threads per core.
CPU count Number of CPUs.
CPU name Name of CPU.
CPU speed (MHz) Speed of CPU.
CPU type CPU type.
Disk space (GB) Amount of disk space (in GB).
Floppy Type of floppy drive.
Form factor Form factor of the computer.
Object ID of the computer

Object ID (such as the virtual machine ID
associated with the computer).
Operating System Name of the operating system.
Operating system bit (such as 32,

OS Address Width (bits)
64).
OS Domain NA
Service pack installed on the

OS Service Pack
operating system.
OS Version Version of the operating system.

associated.
RAM (MB) Amount of RAM on the computer.
True/False denoting whether the

IsVirtual device is running on a virtual
machine instance.
CPU manufacturer Company [core_company] table
Schema description
The CMDB schema model does not separate between servers and
computers that are physical and servers and computer that are virtual.
Instead, the Computer and the Server classes have a field named
IsVirtual. If a computer or server is a virtual instance, set this IsVirtual
attribute to true.
As described in the Virtual Machine schema section, to fully model a

virtual machine, set the IsVirtual attribute in the Computer or Server
CI to true. Create a Virtual Machine Instance [cmdb_ci_vm_instance]
record using the BIOS UUID attribute as the key identifier. Then create
a Hosted_On relationship between the Virtual Machine Instance record
and the Computer or Server instance and set IsVirtual to true.



associated.




generated UUIDs.


Network adapter:

network adapters.

associated.

IP address:







associated.



•



respectively.
table.
Identification rule

associated.
order:

the server CI.

Name.

Address/IP Address.
Server [cmdb_ci_server] class

the CMDB Server [cmdb_ci_server] class.


associated.

Attributes
The Server class adds the following unique attributes:
Type of server, such as production,

Classification development, disaster recovery, or
user acceptance testing (UAT).
Firewall status Internet or intranet facing server.
Use the Name attribute to store the

Host name host name of the server instead of
the Host name attribute.
Business service supported by

the server, such as production,
Used for
staging, or quality assurance (QA).
This attribute uses the Used for

associated.
choice list field from the Service
[cmdb_ci_service] table.
Server [cmdb_ci_server] table.

Disaster backup Reference to another server that is
the backup server for this server.
Reference classes
The following reference classes extend the Server class. They do not add
any new attributes.
Reference class Name Description
Server running Oracle

cmdb_ci_solaris_server Solaris Server Solaris operating
system.
Cisco Security
cmdb_ci_lb_cisco_cs
Cisco CSM Manager (CSM) load
m
balancer.
Server running
Microsoft Windows
cmdb_ci_win_server Windows Server
Server operating
system.
Cisco Application
cmdb_ci_lb_ace ACE Control Engine load
balancer.
Citrix Netscaler load

cmdb_ci_lb_netsclaer Citrix Netscaler
balancer.
cmdb_ci_lb_alteon Alteon Alteon load balancer.

associated.
Generic load
cmdb_ci_lb Load Balancer
balancer.
cmdb_ci_lb_a10 A10 Load Balancer A10 load balancer.
Cisco Content
cmdb_ci_lb_cisco_css Cisco CSS Services Switch (CSS)
load balancer.
Cisco Global Site

cmdb_ci_lb_cisco_gss Cisco GSS Selector (GSS) load
balancer.
Server running OS/X

cmdb_ci_osx_Server OS/X Server
operating system.
Server running HP-UX

cmdb_ci_HPUX_Server HPUX Server
operating system.
Server using a tape

cmdb_ci_tape_server Server Tape Unit
drive.
cmdb_ci_Server_Hard
Server Hardware Server hardware.
ware
cmdb_ci_datapower_ Data Power Hosting IBM DataPower

server Server hosting server.
cmdb_ci_net_app_ser Network Appliance

NetApp hardware.
ver Hardware
Server running
cmdb_ci_netware_ser
Netware Server NetWare operating
ver
system.
Server running IBM

cmdb_ci_ibm_zos_serv
IBM zOS Server z/OS operating system
er
.

associated.
cmdb_ci_storage_nod
Storage Node Element Storage node.
e_element
cmdb_ci_chassis_serv
Server Chassis Server chassis.
er
Network Load Network load

cmdb_ci_lb_network
Balancer balancer hardware.
Server running Unix

cmdb_ci_Unix_Server Unix Server
operating system.
Server running Linux

cmdb_ci_linux_server Linux Server
operating system.
Abstract base table

used by Hyper-V
cmdb_ci_virtualization Server
Virtualization Server
_server [cmdb_ci_hyper_v_ser
ver] and ESX Server
[cmdb_ci_esx_server].
Large-scale computer
cmdb_ci_mainframe IBM Mainframe system with high-end
capabilities.
Schema description
The CMDB schema model does not separate between servers and
computers that are physical and servers and computer that are virtual.
Instead, the Computer and the Server classes have a field named
IsVirtual. If a computer or server is a virtual instance, set this IsVirtual
attribute to true.
As described in the Virtual Machine schema section, to fully model a

virtual machine, set the IsVirtual attribute in the Computer or Server
CI to true. Create a Virtual Machine Instance [cmdb_ci_vm_instance]
record using the BIOS UUID attribute as the key identifier. Then create
a Hosted_On relationship between the Virtual Machine Instance record
and the Computer or Server instance and set IsVirtual to true.

associated.






generated UUIDs.



associated.

Network adapter:

network adapters.

IP address:




associated.






•



associated.

respectively.
table.
Identification rule
order:

the server CI.

Name.

Address/IP Address.

associated.
VMware vCenter Object [cmdb_ci_vcenter_object]

class
Virtual Machine related classes.

Schema description
ServiceNow® has an extensive modeling of virtual machines (VMs)
environment, with classes such as:
• VMware vCenter Cluster [cmdb_ci_vcenter_cluster]
• VMware vCenter datacenter [cmdb_ci_vcenter_datacenter]
• VMware Virtual Machine Instance [cmdb_ci_vmware_instance]
Virtual machines are modeled just like any other server, but with the
IsVirtual attribute set to true.
VMWare vCenter Instance schema structure

associated.
In the diagram above, the 'Discovered' virtual server is referred to as

the 'Guest' (VM object). Follow the preceding diagram for any further
modeling of VMWare components.

The Guest has the following important key reference structures:
• An Instantiates::InstantiatedBy relationship with the

cmdb_ci_vmware_instance (which is the VM instance reported by
Center).
• A Virtualizes::Virtualized by relationship with ESXi Server (the hardware

with the ESXi virtualization software installed).
• Guest (Discovered, VMObject) also has a HasRegistered::RegisteredOn

relationship to ESXi Server.
Identification rules
• Guest operating system: Guest operating system is modeled as Server

(with IsVirtual set to true) and therefore identification rules follow the
rules for the Server class. In most operating systems, BIOS UUID is
reported as serial number. It is essential that you follow proper VMware
guidelines to ensure that BIOS UUID is not being reused. Having a
cloned BIOS UUID causes issues with identification rules.
• VM Instances: IRE uses instance MosRef ID as key identifier.
• ESX Server: Server is modeled as bare metal Server (with IsVirtual set to
false) and therefore applies the Server class identification rules.
Cloud class
Description, identification rule, and other important schema structures for
the CMDB cloud classes.


associated.
AWS/Azure/OpenStack class model
IBM Datacenter Cloud Schema model

associated.
Google Datacenter Schema Model
Cloud schema description
ServiceNow has extensive models of cloud environments including

Amazon Web Services (AWS), Microsoft Azure service, Google Cloud
Platform (GCP), and IBM Cloud. Focusing on the compute side, the
models for cloud environments and for Virtual Servers are similar. For
example, instances of Amazon Elastic Compute Cloud (EC2) and
Microsoft® Azure Cloud Compute, are an extension of Virtual Machine
instances, where CIs are typically created by connecting directly to
cloud inventory. However, Virtual Machine instances do not represent
actual usage of the cloud instance.
Cloud Service Account [cmdb_ci_cloud_service_account] is the main

class for tracking cloud accounts such as AWS, GCP, and Azur (replacing
for example, use of the cmdb_ci_aws_account table for AWS).
For example, you can represent a Linux guest host running on

Amazon EC2 by the Server [cmdb_ci_server] class, with the IsVirtual
attribute set to true and with the relationship Runs on:Runs to the
EC2 instance. Integrating the AWS Config Service or the Amazon
CloudWatch application, provides information on the EC2 object ID.
Running Discovery or another discovery program on the guest Linux host,
provides the hostname.
Ensure the following:

associated.
• Getting the correct UUID which gets stored in the Serial Number
[cmdb_serial_number] table.
• Connecting/creating the cloud instance to Host OS, matching on the

UUID/Object ID and creating the Runs On:Runs relationship.
Also, there is a complete model of Storage, Networking, Lamda/

Functions in addition to modeling of different regions using the concept
of the table Logical Datacenter [cmdb_ci_logical_datacenter] with
Hosts:HostedOn relationship with Compute, Storage, and such.
Identification rule
The base system contains pre-defined identification rules for cloud
schema classes. A cloud object requires the following identification items:
• Object ID: Which is synonymous with the IDs that cloud vendors use
for each type of cloud resource, such as Azure Compute, EC2, and
Amazon Simple Storage Service (S3).
Object ID is unique per region and therefore has

dependent relationship requiring information from the Logical
Datacenter [cmdb_ci_logical_data_center] table, about the
region where the cloud resource is being hosted. For
example, AWS Datacenter [cmdb_ci_aws_datacenter], Azure
Datacenter [cmdb_ci_azure_datacenter], Google Datacenter
[cmdb_ci_google_datacenter] that are extended from Logical
Datacenter.
Logical Datacenter itself, has two identifier entries:
• Object ID: Unique ID of the logical datacenter where applicable
• Region: The region of the cloud resource
Logical Datacenter has a dependency on cloud service accounts,

which has two identifier entries:
• Object ID: Unique ID of the account where applicable.

associated.
• Account ID: The unique Account ID that encompasses the different

cloud resources. Account ID is generally more applicable than
Object ID.
CMDB CI Class Models store app

The ServiceNow Configuration Management Database (CMDB) contains
out-of-the-box classes that store data about Configuration Items (CIs).
The CMDB CI Class Models store app adds class models that extend
the CMDB class hierarchy, including class descriptions, identification rules,
identifier entries, and dependent relationships if applicable.
You can use the added classes as any other CMDB class. Applications
such as Discovery and Service Mapping can use these class extensions to
populate CIs and discover various technologies and software.
• CMDB schema model: A collection of class diagrams and class

attributes for key CMDB classes.

system.
• Populating the CMDB: Information about the various options for

populating the CMDB.

the industry.

Add class models

The app adds classes, columns, and the associated metadata as related
records in the following tables:
• CMDB Class Information [cmdb_class_info]: Class descriptions

associated.
• Identifier [cmdb_identifier]: Identification rules
• Identifier Entry [cmdb_identifier_entry]: Identification entries
• CMDB Metadata Hosting Rules [cmdb_metadata_hosting]: Dependent

relationships
Discover using extension classes

The table lists the software and technologies that applications can
discover using the extension classes. It provides links to documentation
for CMDB CI Class Models and the corresponding ServiceNow Store
discovery patterns.
CMDB CI Class Models ServiceNow Store

Software/Technology
Store app discovery patterns
Avi load balancer Avi Vantage load

Avi load balancer
extension classes balancer discovery
BYOL model of RDS

BYOL Model of RDS for
for Oracle extension
Oracle
classes
Firewall extension
Firewall
classes
IBM Hardware IBM Virtualization

IBM Hardware
Management Console and Hardware
Management Console
(HMC) extension Management Console
(HMC)
classes discovery
Internet of Things (IoT)

Internet of Things (IoT) N/A
extension classes
Nutanix extension Nutanix Acropolis

Nutanix
classes discovery
OpenStack extension OpenStack resource

OpenStack
classes discovery

associated.
CMDB CI Class Models ServiceNow Store

Software/Technology
Store app discovery patterns
Red Hat Virtualization

Red Hat Virtualization Red Hat Virtualization
(RHV) extension
(RHV) discovery
classes
Discovery procedures
Transport Layer provided by
Transport Layer
Security (TLS) extension Certificate Inventory
Security (TLS)
classes and Management
ServiceNow Store app
VMware NSX load VMware NSX

VMware NSX load
balancer extension Advanced load
balancer
classes balancer discovery
Request apps on the Store
Visit the ServiceNow Store website to view all the available apps and for
information about submitting requests to the store. For cumulative release
notes information for all released apps, see the ServiceNow Store version
history release notes.
Verify successful installation

After installing the CMDB CI Class Models store app, make sure the
classes were added successfully:
2. Click Hierarchy to display the CI Classes list.
This list contains the added classes, such as the Nutanix classes.
3. Select a class to see the corresponding class details, identification

rules, identifier entries, and dependent relationships, if applicable.
Note: Uninstalling the CMDB CI Class Models application might

compromise the integrity of the CMDB and result in unexpected
behavior.

associated.
API extension classes

The CMDB CI Class Models store app adds or updates classes for APIs
(application programming interface).
The app adds class models that extend the CMDB class hierarchy,
including class descriptions, identification rules, identifier entries, and
dependent relationships (if applicable). You can use the added classes
as any other CMDB class. Applications such as Discovery and Service
Mapping patterns can use these class extensions to populate CIs and
discover various technologies and software.
APIs
APIs, are a set of definitions and protocols that enable computer

programs to communicate with each other, which enables you to
build or integrate application software. APIs typically use web-based
technology to communicate with other APIs. APIs are generally used to
programmatically perform jobs or tasks, or to view, import, export, delete,
or modify data.
The classes added in this release extend the data model and provide
a foundation for the representation of API CI classes. You can use this
foundation to:
• Gain greater visibility into your APis.
• Identify security issues and vulnerabilities associated with an API

endpoint.
Classes
This section lists the classes that the CMDB CI Class Models store app adds
or updates.

associated.
CMDB CI Class Models: Release 1.49.0 adds the following classes for API.
For the list of CMDB classes in a base system, including ones that this store
app might be extending, see CMDB tables descriptions.
Class Extends Description
APIs that enable two

computer programs to
communicate with
each other, typically
API Configuration Item using web-based
technologies.
[cmdb_ci_api] [cmdb_ci] Example: ChatAPI
(https://
[apiID].execute-
api.use-
east-2.amazonaws.co
m).
Reusable objects
related to your
API Component API definition that
Configuration Item
facilitate functionality
[cmdb_ci_api_compo or exchange of data.
[cmdb_ci]
nent] Example: GET https://
[instance].service-
now.com/api/now/
table/{tablename}.
The part of an API from

which a client or user
API Frontend API Component
interacts or makes
requests. Example: GET
[cmdb_ci_api_fronten [cmdb_ci_api_compo
https://
d] nent]
[apiID].execute-api.us-
east-2.amazonaws.co
m/{proxy+}
API Component The part of an API

that fulfills requests by
API Backend
[cmdb_ci_api_compo interacting with back-
nent] end services, such

associated.
[cmdb_ci_api_backen as servers. Example:

d] Lambda:Chat-API-
Proxy.
API infrastructure
API Gateway that centralizes client
Application
API requests and
[cmdb_ci_api_gatewa manages backend
[cmdb_ci_appl]
y] processes and
services. Example:
Kong Gateway.
API discovered from

Managed API a gateway or
Configuration Item
management service.
[cmdb_ci_managed_ You can enforce a
[cmdb_ci_api]
api] dependency on a
gateway for APIs in this
class.
Class attributes
CMDB CI Class Models: Release 1.49.0 adds the following attributes to the
respective classes.
API [cmdb_ci_api]
Attribute Data type Description
Base address from

Base URL String (1024) which all API
components extend.
Unique identifier from

ID String (1024)
the source system.
Type of API. You can

specify:
Type Choice list
• REST

associated.

• SOAP
• HTTP
• gRPC
• GraphQL
• Websocket
Version Numeric Version of the API.
URL to the location of

the API specification.
Spec Location URL
Example: OpenAPI
spec definition.
API Component [cmdb_ci_api_component]
REST API methods.

Examples:
• GET
Method String
• POST
• DELETE
Communication
Protocol String protocol. Example:
HTTP, HTTPS.
System that hosts the

Host String (100)
API.
Specific route the API

Path String (1024)
follows.

associated.
Communication port.
Port String
Example: 80, 443, etc.
URL of the resource

URL String (1024)
being called.

ID String (1024)
the source system.
Boolean that
denotes whether
the component is
reachable from the
Internet Facing Boolean
public internet. Specify
1 or "true" if
the component is
reachable.
Type of authorization
or authentication
method. Example:
• Basic
Authorization String
• Key
• Oauth
• None
List of data types in

the request. Examples:
• CC
Request data types String (255)
• Email
• Address

associated.
List of data types

in the response.
Examples:
Response data types String (255) • CC
• Email
• Address
API Frontend [cmdb_ci_api_frontend]
Reference to
Reference to a parent
Parent ID [cmdb_ci_api_fronten
API component.
d]
API Backend [cmdb_ci_api_backend]
Backend protocol
types of the API.
Examples:
Type String • Lambda
• HTTP
• Logic App
API Gateway [cmdb_ci_api_gateway]

ID String (255)
the source system.

associated.
Note: Managed API [cmdb_ci_managed_api] is specific to APIs

discovered from gateways and other managed services, and does
not introduce new attributes at this time.
Key Relationship Structures
There are a number of key relationships that need to be defined for API
and Kong classes.
API relationships
Parent class Relationship Child class Relationship type
API Component
API
Uses::Used by [cmdb_ci_api_c Suggested
[cmdb_ci_api]
omponent]
API Gateway Managed API

Provides::Provid
[cmdb_ci_api_g [cmdb_ci_mana Dependent
ed By
ateway] ged_api]
API Frontend API Backend

Use End Point
[cmdb_ci_api_fr To::Use End Point [cmdb_ci_api_b Suggested
ontend] From ackend]
Kong Load
API Backend
Balancer
[cmdb_ci_api_b Uses::Used By Suggested
[cmdb_ci_kong_
ackend]
lb]
Related non-CMDB tables
CMDB CI Class Models v 1.49.0 introduces these these non-CMDB tables

as related lists for the following API extension classes:

associated.
API related list
API Deployment [api_deployment]
Name of the API

Name String (100)
deployment.
Reference to the
API Reference deployed API
(cmdb_ci_api).
Reference to the
unmatched API
endpoint, if the API
Unmatched API
Reference doesn't match an
Endpoint
existing API
(cmdb_ci_unmatched
_api_endpoint)
Reference to the
Configuration Item.
This is typically
Configuration Item Reference manually specified as
a reference, if you
know what CI the API
is deployed to.
Note: The API Deployment non-CMDB table relates to

both the API [cmdb_ci_api] and Unmatched API Endpoint
[cmdb_ci_unmatched_api_endpoint] classes.
API Component related list
API Header [api_header]
Name of the API

Name String (100)
header.

associated.
Reference to the
component where the
API Component Reference API header is defined
(cmdb_ci_api_compo
nent).
Reference to the
unmatched API when
the endpoint can't be
Unmatched API matched to an
Reference
Endpoint existing API or
component
(cmdb_ci_unmatched
_endpoint).
API Gateway related lists
API Consumer [api_consumer]
Name of the API

Username String (100)
consumer.

ID String (255)
the source system.
Alternate display
Custom ID String (100)
name of the user.
Reference to the
gateway where the
API Gateway Reference consumer is defined
(cmdb_ci_api_gatewa
y).

associated.
API Policy [api_policy]
Name of the API

Name String (100)
policy.

ID String (255)
the source system.
Reference to the API

Frontend
Frontend Reference
(cmdb_ci_api_fronten
d).
Reference to the
Managed API
Managed API Reference
(cmdb_ci_managed_
api).
Reference to the
API Consumer
Consumer Reference
(api_consumer) non-
CMDB table.
Array of protocols that

Protocols String this API policy can
apply to.
Determines if this
non-CMDB table is
Active Boolean
considered active or
inactive.
Reference to the
gateway where the
API Gateway Reference consumer is defined
(cmdb_ci_api_gatewa
y).
The CMDB CI Class Models store app adds or updates classes for
unmatched APIs (application programming interface).

associated.
Unmatched APIs
API endpoints that are not structured well enough to populate the
API [cmdb_ci_api] and API Component [cmdb_ci_api_component]
classes instead populate the Unmatched API Endpoint
[cmdb_ci_unmatched_api_endpoint] class. Unmatched APIs are
typically used by integrations like security scanners or observability tools.
Classes
or updates.
CMDB CI Class Models: Release 1.49.0 adds the following class for
unmatched API endpoints. For the list of CMDB classes in a base system,
including ones that this store app might be extending, see CMDB tables
descriptions.
Unmatched API APIs with unstructured

Endpoint Configuration Item endpoints that cannot
populate
[cmdb_ci_unmatched [cmdb_ci] cmdb_ci_api or
_api_endpoint] cmdb_ci_api_compon
ent.

associated.
Class attributes
Unmatched API Endpoint [cmdb_ci_unmatched_api_endpoint] class.
Unmatched API Endpoint [cmdb_ci_unmatched_api_endpoint]
Backend protocol
types of the API.
Examples:
Method String • Lambda
• HTTP
• Logic App
Communication
Protocol String protocol. Example:
HTTP, HTTPS.
URL of the resource

URL String (1024)
being called.

ID String (1024)
the source system.
Boolean that
denotes whether
the component is
reachable from the
1 or "true" if
the component is
reachable.
Authorization String or authentication
method. Example:

associated.

• Basic
• Key
• Oauth
• None

• CC
Request data types String (255)
• Email
• Address
List of data types

in the response.
Examples:
Response data types String (255) • CC
• Email
• Address
The Unmatched API Endpoint [cmdb_ci_unmatched_api_endpoint]

CMDB class and API Endpoint Discovered [api_endpoint_discovered]
non-CMDB table are intended for scenarios where unstructured API
data is ingested and needs to be processed beyond the capabilities of
IntegrationHub-ETL.
API Endpoint Discovered [api_endpoint_discovered] can serve as a

staging table for raw data for the API [cmdb_ci_api] and API
Component [cmdb_ci_api_component] classes. API data that does
not come from a well structured data source or cannot have
standard identification rules applied can first populate the API Endpoint

associated.
Discovered [api_endpoint_discovered] table. You can then use a

customer-defined integration to ensure that well-formed data that
matches the quality and condition requirements for API [cmdb_ci_api]
and API Component [cmdb_ci_api_component] populates the most
appropriate table.
In cases where the data cannot be correctly parsed or is

structured in an unexpected fashion, you can instead use a
customer-defined integration to populate the Unmatched API Endpoint
[cmdb_ci_unmatched_api_endpoint] table.
Data that populates the API Endpoint Discovered

[api_endpoint_discovered] table is purged every 30 days.
API Endpoint Discovered [api_endpoint_discovered]
Name of the API

Name String (100)
endpoint.
REST API methods.

Examples:
• GET
Method String
• POST
• DELETE
URL of the resource

URL String (1024)
being called.
Type of API. You can

specify:
• REST
Type Choice list
• SOAP
• HTTP
• gRPC

associated.

• GraphQL
• Websocket
or authentication
method. Example:
• Basic
Authorization String
• Key
• Oauth
• None
Boolean that
denotes whether
the component is
reachable from the
1 or "true" if
the component is
reachable.

• CC
Request Datatypes String (255)
• Email
• Address
List of data types

in the response.
Response Datatypes String (255) Examples:
• CC

associated.

• Email
• Address
Comma-separated list
Headers String (255)
of header names.
Reference to a
matching CMDB CI
Configuration Item Reference (API Component
or Unmatched API
Endpoint).
The Unmatched API extension class uses the API Deployment

[api_deployment] non-CMDB table as a related list:
API Deployment [api_deployment]
Name of the API

Name String (100)
deployment.
Reference to the
API Reference deployed API
(cmdb_ci_api).
Reference to the
unmatched API
endpoint, if the API
Unmatched API
Reference doesn't match an
Endpoint
existing API
(cmdb_ci_unmatched
_api_endpoint)
Reference to the
Configuration Item Reference Configuration Item.
This is typically

associated.

manually specified as
a reference, if you
know what CI the API
is deployed to.
Avi load balancer extension classes

The CMDB CI Class Models store app adds or updates classes for the Avi
load balancer.
dependent relationships if applicable. You can use the added classes
Avi load balancer
The Avi Vantage platform is built on software-defined principles,

enabling a next generation architecture to deliver the flexibility and
simplicity expected by IT and lines of business. The Avi Vantage
platform architecture separates the data and control planes to deliver
application services beyond load balancing, such as application
analytics, predictive autoscaling, micro-segmentation, and self-service,
for app owners in on-premises or cloud environments. The platform
provides a centrally managed, dynamic pool of load balancing
resources on commodity x86 servers, virtual machines, or containers, to
deliver granular services close to individual applications. Providing these
services allows network services to scale near infinitely without the added
complexity of managing hundreds of disparate appliances.
ServiceNow Discovery uses the Avi Vantage load balancer discovery

pattern to find Avi load balancer resources.

associated.
Avi load balancer classes integrated with the CMDB class hierarchy
Classes
This section lists the classes that the CMDB CI Class Models store app
adds or updates. CMDB CI Class Models: Release 1.6.0 adds the following
classes for the Avi load balancer. For the list of classes in a base system,
including classes that this store app might be extending, see CMDB
Avi Controller is
a single point of
Avi Controller Virtual Machine management and
Object control that is the
[cmdb_ci_avi_controll 'brain' of the entire Avi
er] [cmdb_ci_vm_object] Vantage system, and
typically deployed as
a redundant three-
node cluster.
Avi Controller cluster

Virtual Machine
Avi Controller Cluster uses big data analytics
Object
to analyze the

associated.

data and present
actionable insights
[cmdb_ci_avi_controll
[cmdb_ci_vm_object] to administrators on
er_cluster]
intuitive dashboards
on the Avi Admin
Console.
Avi Service Engines

(SEs) handle all
Avi Service Engine Virtual Machine
data plane operations
Object
within Avi Vantage
[cmdb_ci_avi_service_
by receiving and
engine] [cmdb_ci_vm_object]
executing instructions
from the Avi
Controller.
Class columns
CMDB CI Class Models: Release 1.6.0 adds the following column to the
respective class.
Avi Service Engine [cmdb_ci_avi_service_engine]
Added column Description
The version of the Avi Service

version
Engine resource.
Related concepts
BYOL model of RDS for Oracle extension classes

The CMDB CI Class Models store app adds or updates classes for the
BYOL Model of RDS for Oracle.

associated.
BYOL Model of RDS for Oracle
The Amazon RDS for Oracle is a fully managed commercial database

that makes it easy to set up, operate, and scale Oracle deployments
in the cloud. You can run Amazon RDS for Oracle under two different
licensing models – “License Included” and “Bring-Your-Own-License
(BYOL)“. In the “License Included” service model, you do not need
separately purchased Oracle licenses; the Oracle Database software has
been licensed by AWS.
We support discovery of the RDS Databases and their licenses.
Classes
or updates. CMDB CI Class Models: Release 1.23.0 adds the following
classes for the BYOL Model of RDS for Oracle. For the list of classes in a
base system, including classes that this store app might be extending, see
CMDB tables descriptions.
Class Description
cmdb_ci_cloud_database The cloud databases.
Hardware type information of the

cmdb_ci_serverless_hardware
databases.
Class Columns
CMDB CI Class Models: Release 1.23.0 adds the following column to the
respective class.

associated.
Serverless Hardware [cmdb_ci_serverless_hardware]
cloud_vendor The cloud vendor.
host_type The host type such as PaaS/IaaS.
cpu_core_count Amount of CPU cores.
cpu_core_thread Amount of CPU threads.
cpu_count Amount of CPUs.
object_id ID of the CI.
Cloud Database [cmdb_ci_cloud_database]
Determines if the database is

multi_az deployed on multiple availability
zones (true/false).
Determines if replication is enabled

replication_enabled
(true/false).
replication_type Replication type.
Database name of the replication

replica_source
source.
Firewall extension classes

The CMDB CI Class Models store app adds or updates classes for firewall
devices.

associated.
Firewalls
A firewall is a network security system that monitors and controls incoming

and outgoing network traffic, based on security policies. Firewalls
typically form a barrier between an internal network and an untrusted
external network, such as the internet. It usually consists of security
policies that help secure an organization from external threats and cyber
attacks. Firewall vendors may provide a centralized firewall manager to
manage many firewall devices and the security policies residing on them.
For example, Panorama™ is the centralized management system for Palo
Alto Networks firewalls.

associated.
Firewall extension classes integrated with the CMDB class hierarchy

(CMDB CI Class Models: Release 1.11.0)

associated.
Firewall extension classes integrated with the CMDB class hierarchy

(CMDB CI Class Models: Release 1.10.0)
Classes
or updates.
CMDB CI Class Models: Release 1.10.0 adds or updates the following

classes for the discovery of network firewall devices. For the list of CMDB
classes in a base system, including ones that this store app might be
extending, see CMDB tables descriptions.

associated.
IP Firewall NETGEAR Contains all network

[cmdb_ci_ip_firewall] [cmdb_ci_netgear] firewalls.
Network security
system that monitors
Firewall Device
IP Firewall and controls incoming
[cmdb_ci_firewall_devi
[cmdb_ci_ip_firewall] and outgoing network
ce]
traffic, based on
security policies.
Fortinet Firewall Device Firewall Device

Fortinet firewall
[cmdb_ci_firewall_devi [cmdb_ci_firewall_devi
device.
ce_fortinet] ce]
Juniper Firewall Device Firewall Device

[cmdb_ci_firewall_devi [cmdb_ci_firewall_devi Juniper firewall device.
ce_juniper] ce]
Firewall Device Group

Group of firewall
[cmdb_ci_firewall_devi CMDB CI [cmdb_ci]
devices.
ce_group]
Panorama Firewall
Firewall Device Group
Device Group Group of Panorama
[cmdb_ci_firewall_devi firewall devices.
ce_group]
ce_group_panorama]
Palo Alto Firewall

Firewall Device
Device Palo Alto firewall
[cmdb_ci_firewall_devi device.
ce]
ce_palo_alto]
Firewall Cluster Group of firewall

[cmdb_ci_firewall_clus [cmdb_ci_cluster] nodes that work as a
ter] single logical entity.
Fortinet Firewall Cluster Firewall Cluster

[cmdb_ci_firewall_clus [cmdb_ci_firewall_clus Fortinet firewall cluster.
ter_fortinet] ter]

associated.
Juniper Firewall Cluster Firewall Cluster

[cmdb_ci_firewall_clus [cmdb_ci_firewall_clus Juniper firewall cluster.
ter_juniper] ter]
System that
provides centralized
Firewall Manager management for
[cmdb_ci_firewall_ma CMDB CI [cmdb_ci] many firewall devices
nager] and the security
policies residing on
them.
The centralized
Panorama Firewall
Firewall Manager network security
Manager
[cmdb_ci_firewall_ma management tool for
[cmdb_ci_firewall_ma
nager] Palo Alto Networks
nager_panorama]
firewalls.
Firewall Security Policy The security policy that

[cmdb_ci_firewall_sec CMDB CI [cmdb_ci] the firewall device
_policy] enforces.
Panorama Firewall
Firewall Security Policy The security policy that
Security Policy
[cmdb_ci_firewall_sec the Panorama firewall
[cmdb_ci_firewall_sec
_policy] device enforces.
_policy_panorama]
CMDB CI Class Models: Release 1.12.0 adds the following class for the
discovery of network firewall devices.
Cisco Firewall Device Firewall Device

All Cisco Firewall
[cmdb_ci_firewall_devi [cmdb_ci_firewall_devi
devices.
ce_cisco] ce]
Class columns
CMDB CI Class Models: Release 1.10.0 adds the following columns to the
respective classes.

associated.
IP Firewall [cmdb_ci_ip_firewall] class
Added columns Description
Hardware Operating System OS running on the hardware.
OS version running on the

Hardware OS Version
hardware.
Firewall Cluster [cmdb_ci_firewall_cluster] class
Hardware Operating System OS running on the hardware.
OS version running on the

Hardware OS Version
hardware.
CMDB CI Class Models: Release 1.12.0 adds no columns to the existing

classes.
Related concepts
IBM Hardware Management Console (HMC) extension

classes
The CMDB CI Class Models store app adds or updates classes for the IBM
Hardware Management Console (HMC).

associated.
IBM Hardware Management Console (HMC)

The IBM HMC extension classes support discovery of IBM virtualization
technology by providing:
• Discovery of LPARs/FRAMEs, which SAM use cases need
• Topology data of IBM HMC, which event correlation requires
• Topology data for ITSM use cases, such as in-frame migration
IBM HMC extension classes integrated with the CMDB class hierarchy

associated.
Classes
adds or updates. See the class columns table for further details about the
columns added for each class.
CMDB CI Class Models: Release 1.3.0 adds the following classes for the
IBM HMC. For the list of CMDB classes in a base system, including ones
that this store app might be extending, see CMDB tables descriptions.
IBM Frame Server IBM physical machine

with considerable
[cmdb_ci_ibm_frame] [cmdb_ci_server] resources which can
be virtualized.
IBM HMC Processor

Virtual Machine
pool
Object IBM shared pool used
to allocate processors
[cmdb_ci_processor_p
[cmdb_ci_vm_object] to a group of LPARs.
ool]
CMDB CI Class Models: Release 1.2.0 adds the following classes for the
IBM HMC.
IBM console that

manages frames
IBM HMC Server Server
and assigns logical
[cmdb_ci_hmc_server] [cmdb_ci_server]
partitions (LPARs) to
pools.
IBM physical machine

IBM Frame Server with considerable
[cmdb_ci_ibm_frame] [cmdb_ci_server resources which can
be virtualized.
IBM LPAR Instance

Virtual Machine IBM logical partition
[cmdb_ci_lpar_instanc
Instance representing the virtual
e]

associated.

[cmdb_ci_vm_instanc aspect of the
e] operating system.
LPAR Resource
Configuration Item Resource of an LPAR
[cmdb_ci_lpar_resourc
[cmdb_ci] instance.
e]
IBM HMC Processor

Virtual Machine IBM shared pool used
pool
Object to allocate processors
[cmdb_ci_processor_p
[cmdb_ci_vm_object] to a group of LPARs.
ool]
Class columns
respective classes.
IBM Frame [cmdb_ci_ibm_frame] class
Current available processor units Current available processor units.
Configurable processor units Configurable processor units.
Configurable memory units Configurable memory units.
Installed processor units Installed processor units.
Current available memory units Current available memory units.
Installed memory units Installed memory units.
IBM HMC Processor pool [cmdb_ci_processor_pool] class
LPAR IDs LPAR IDs.
LPAR names LPAR names.

associated.
Frame name Frame name.
respective classes.
IBM HMC Server [cmdb_ci_hmc_server] class
Frame count Count of frames.
Flags whether this VM is a (VIO)

Is VIO virtual input/output server in the
HMC topology.
Peak in the utilization of virtual CPU

High Watermark VCPU assigned to during the reporting
period.
Serial number of a frame (frame

Frame Serial Number being a physical machine such as
ESX).
VIO Servers List of VIO servers.
LPAR Resource [cmdb_ci_lpar_resource] class
Node name Name of the node.
Partition Name Name of the partition.
Partition Number Number of the partition.
Type Type of LPAR Resource.

associated.
Mode Mode of LPAR Resource.
Entitled Capacity Allotted capacity granted.
Partition Group-ID ID of a group of partitions.
Shared Pool ID ID of a pool of shared processors.
Online Virtual CPUs A virtual CPU.
Maximum Memory Maximum amount of memory.
Minimum Memory Minimum amount of memory.
Logical partition processor

Variable Capacity Weight
capacity weight.
Minimum Capacity Minimum number of processes.
Capacity Increment Increments of process.
Maximum Physical CPUs in system Maximum CPUs allotted in system.
Active Physical CPUs in system Current CPUs in system.
Number of active CPUs within a

Active CPUs in Pool
pool.
Number of shared CPUs within a

Shared Physical CPUs in system
system.
Maximum capacity of processes

Maximum Capacity of Pool
within a pool.
Number of processes that are

Entitled Capacity of Pool
entitled.
Unallocated Capacity Number of free spaces.

associated.
Number of CPUs allocated to

Physical CPU Percentage
system.
At no extra charge resources on

Unallocated Weight
instance.
Desired Virtual CPUs Target number of virtual CPUs.
Desired Memory Target amount of memory.
Desired Variable Capacity Weight Targeted processor load.
Target resources used within

Desired Capacity
instance.
Peak in the utilization of virtual CPU

High Watermark VCPU assigned to during the reporting
period.
IBM HMC Processor pool [cmdb_ci_processor_pool] class
Pool ID ID of pool of processors.
CPU Core count Number of CPU cores.
Memory count Amount of memory used.
Unassigned cores Number of unused cores.
Unassigned memory Amount of unassigned memory.
The following class has no added columns: IBM Frame

[cmdb_ci_ibm_frame].
Related concepts

associated.
Internet of Things (IoT) extension classes

Internet of Things (IoT).
Internet of Things (IoT)
IoT is a system of interrelated computing devices, mechanical and digital

machines, objects, animals or people that are provided with unique
identifiers and the ability to transfer data over a network without requiring
human-to-human or human-to-computer interaction. The classes added
in this release, extend the Data Model to provide a foundation for
the representation of IoT CI classes. This foundation underpins workflows
for Enterprise Asset Management (EAM), Governance Risk Compliance
(GRC), Component Supply Management (CSM), and Field Service
Management (FSM) surrounding the management of IoT devices and the
transport vehicles that some reside in.

associated.
IoT extension classes integrated with the CMDB class hierarchy
Classes
or updates.
CMDB CI Class Models: Release 1.6.0 adds the following classes for IoT.
Transport Type Types of transportation

that contain
cmdb_ci
[cmdb_ci_transport] interconnected
technology.
Converged
Infrastructure
Devices that serve
cmdb_ci_hardware both computing and
[cmdb_ci_converged_
networking functions.
infra]
IoT Device
Parent table that
cmdb_ci_hardware contains Internet of
[cmdb_ci_IoT]
Things device types.

associated.
A transportation
Aircraft Transport Type method that utilizes
air or space as its
[cmdb_ci_aircraft] [cmdb_ci_transport] primary pathway. For
example, airplanes
and helicopters.
A transportation
Ship Transport Type
method that utilizes
water as its
[cmdb_ci_ship] [cmdb_ci_transport]
primary pathway. For
example, ships.
A transportation
Train Transport Type
method that utilizes
rails as its
[cmdb_ci_train] [cmdb_ci_transport]
primary pathway. For
example, Amtrak.
A transportation
Vehicle Transport Type method that utilizes
wheels or tracks as its
[cmdb_ci_vehicle] [cmdb_ci_transport] method of movement.
For example, cars,
trucks, bulldozers.
A device that provides

the following services:
• Forwards packets
between LAN and
Converged
IoT Gateway WAN on the IP layer.
Infrastructure
[cmdb_ci_IoT_gatewa • Performs application
[cmdb_ci_converged_
y] layer functions
infra]
between IoT nodes
and other entities.
• Enables local,
short-range
communication

associated.

between IoT
devices.
Security Device IoT Device Connected device

that serves a security
[cmdb_ci_security] [cmdb_ci_IoT] function such as
badge readers.
Single Board
IoT Device
Computing Single Board
Computing device
[cmdb_ci_IoT]
[cmdb_ci_sbc] such as a Raspberry Pi.
Display Device IoT Device

Connected device
[cmdb_ci_display] [cmdb_ci_IoT] that displays images.
Imaging Device IoT Device

Connected device
[cmdb_ci_imaging] [cmdb_ci_IoT] that captures images.
Medical Device IoT Device Connected device

that serves a Medical
[cmdb_ci_medical] [cmdb_ci_IoT] Care function such as
a nurse call unit.
Manufacturing Device
IoT Device Connected device
that helps
[cmdb_ci_manufacturi
[cmdb_ci_IoT] a manufacturing
ng]
process.
Multimedia Device IoT Device A connected device

that helps the
[cmdb_ci_multimedia] [cmdb_ci_IoT] generation or delivery
of media content.

associated.
Payment Device IoT Device Connected device

that allows for
[cmdb_ci_payment] [cmdb_ci_IoT] purchasing goods or
services.
Drone IoT Device

Unmanned
connected device
[cmdb_ci_drone] [cmdb_ci_IoT]
with mobility.
Wearable Technology IoT Device Connected device

that is worn by an
[cmdb_ci_wearable] [cmdb_ci_IoT] entity such as a smart
watch.
Smart Television Display Device A television that is

network connected
[cmdb_ci_stv] [cmdb_ci_display] and can run
applications.
IP Camera Imaging Device

A camera that is
[cmdb_ci_ip_camera] [cmdb_ci_imaging] network connected.
Medical Measuring A device that is

Device Medical Device network connected
which takes medical
[cmdb_ci_med_meas [cmdb_ci_medical] measurements such
uring] as the Abbott iStat
System.
Medical Diagnostic
Device Medical Device A medical diagnostic
device that is network
[cmdb_ci_med_diagn [cmdb_ci_medical] connected, such as a
ostic] CT system.
Medical Monitoring A device that is

Medical Device
Device network connected

associated.

which is used to
[cmdb_ci_med_monit monitor medical
[cmdb_ci_medical]
oring] patients. For example,
the Phillips Patient
Monitoring System.
A device that is
Medical Therapeutic
network connected
Device Medical Device
which provides
medical patient
[cmdb_ci_med_thera [cmdb_ci_medical]
therapy. For example,
peutic]
the Compex Muscle
Stimulator.
Medical Support A device that is

Device Medical Device network connected
that helps deliver
[cmdb_ci_med_suppo [cmdb_ci_medical] medical care. For
rt] example, the Pyxis
MedStation.
A logic controller that

Process Logic Manufacturing Device is network connected
Controller which is used in
[cmdb_ci_manufacturi manufacturing. For
[cmdb_ci_plc] ng] example, devices
made by Siemens and
Allen Bradley.
An HMI that is
Human Machine Manufacturing Device network connected
Interface which is used in
[cmdb_ci_manufacturi manufacturing. For
[cmdb_ci_hmi] ng] example, devices
made by Siemens and
Allen Bradley.
A device that is
Multimedia Device
network connected
Game Console
which is used to
[cmdb_ci_multimedia]
play games or stream

associated.

[cmdb_ci_game_cons
media. For example,
ole]
an Xbox or Playstation.
A device that is
Media Player
network connected
Multimedia Device
which is used to play
[cmdb_ci_media_play
[cmdb_ci_multimedia] digital media content.
er]
For example, Amazon
Fire TV.
A device that is
Display Monitor
network connected
Control Multimedia Device
that controls the
display of media on a
[cmdb_ci_monitor_co [cmdb_ci_multimedia]
monitor. For example,
ntrol]
a Crestron Media
Controller.
A device that is
Point of Sale Device Payment Device network connected
which is used in the
[cmdb_ci_pos] [cmdb_ci_payment] purchase of goods or
services. For example,
a credit card reader.
Related concepts
Kong extension classes

The CMDB CI Class Models store app adds or updates classes for Kong
gateways.

associated.
Kong
Kong is an API management platform that enables enterprise companies

to better manage client and host traffic.
Classes
or updates.
CMDB CI Class Models: Release 1.49.0 adds the following classes for
Kong. For the list of CMDB classes in a base system, including ones that
this store app might be extending, see CMDB tables descriptions.
The Kong gateway

Kong Gateway API Gateway application that
hosts and
[cmdb_ci_kong_gate [cmdb_ci_api_gatewa manages individual
way] y] APIs. Example:
Kong Gateway
instanceName.
The out-of-box load

balancer on the Kong
Load Balancer
Kong Load Balancer gateway application
Application
that points to backend
[cmdb_ci_kong_lb] service instances
[cmdb_ci_lb_appl]
when fulfilling API
requests. Example:
httpbin-upstream.

associated.
Kong Target API Component The load balanced

backend of the
[cmdb_ci_kong_target [cmdb_ci_api_compo gateway that fulfills
] nent] API requests. Example:
httpbin-target1.
Class attributes
respective classes.
Kong Gateway [cmdb_ci_kong_gateway]
URL for making admin

Admin URL String (255)
API requests.
Type of database
used by the Kong
Database String
gateway. Example:
Postgres or Cassandra.
Kong Load Balancer [cmdb_ci_lb_appl]
Type of algorithm used

Algorithm String for load balancing.
Example: round robin.

ID String (255)
the source system.
Kong Target [cmdb_ci_kong_target]
URL of target
Target String (255)
integration.

associated.
There are a number of key relationships that need to be defined for API
and Kong classes.
Kong relationships
Parent class Relationship Child class Relationship type
API Backend
Kong Load
[cmdb_ci_api_b Uses::Used By Suggested
Balancer
ackend]
Kong Load
Balancer Contains::Contai
Kong Target Dependent
[cmdb_ci_lb_ap ned By
pl]
Kong Gateway
Provides::Provid Kong Load
[cmdb_ci_kong_ Dependent
ed By Balancer
gateway]
The Kong Gateway class uses the Kong Workspace non-CMDB table as a
related list:
Kong Workspace [kong_workspace]
Name of the Kong

Name String (100)
workspace.

ID String (255)
the source system.
Reference to the Kong

API Gateway Reference
API gateway.

associated.
Kong gateway example
Here is an example of a dependency view for the Kong gateway class

that shows how a gateway would populate the dependent managed
API dependent class with related APIs and components. The Managed
API class is considered a first level relationship with respect to the
gateway, while the frontend and backend components are considered
second level relationships. From here, you can then bind alerts to these
CIs, configure dynamic CIs for service views and incidents, or establish
any additional workflows that use CIs.
Kubernetes extension classes

Kubernetes pattern.

associated.
Kubernetes pattern
The Kubernetes pattern main flow helps with discovering Kubernetes

core elements. The classes in this release, extend the support to
discover kubernetes workload controller components like deployments,
daemonsets, and statefulsets. The Workload Share library captures
information about deployments, daemonsets, and statefulsets and stores
them in the respective tables. Other extensions include a YAML and
service mesh extension that generates a YAML file to track configuration
files and creating service to service relations by discovering service mesh
information.

associated.
Kubernetes extension class integrated with the CMDB hierarchy
Kubernetes workload
Classes
or updates.

associated.
Kubernetes pattern. For the list of CMDB classes in a base system,
including ones that this store app might be extending, see CMDB tables
descriptions.
Class Extends Fields Relation
cmdb_ci_kubern Provides from

cmdb_ci_kubern
etes_componen cmdb_ci_kubern
etes_workload
ts etes_service
• Replicas
Desired
• Replicas
Updated
cmdb_ci_kubern
cmdb_ci_kubern Hosted on
etes_deploymen • Replicas Total
etes_workload Cluster
t
• Replicas
Available
• Replicas
Unavailable
• Pods running
• Pods Waiting
cmdb_ci_kubern cmdb_ci_kubern • Pods Hosted on

etes_daemonset etes_workload Succeeded Cluster
• Pods Failed
• Pods Available
cmdb_ci_kubern cmdb_ci_kubern • Pods running Hosted on

etes_statefulset etes_workload Cluster
• Pods Waiting

associated.
Class Extends Fields Relation

• Pods
Succeeded
• Pods Failed
• Pods Available
Related concepts
Network Intrusion Detection System (NIDS) CI extension

class
The Network Intrusion Detection System (NIDS) [cmdb_ci_nids] class builds
the relationships between passive network monitoring appliances, and
the devices on the network that it discovers. A NIDS Manager manages
the NIDS sensors that detect the devices and builds "Detects::detected
by” relationships between the NIDS records (parent) and the CIs it
discovers (child).
This topic lists the relevant classes that the CMDB CI Class Models store
app adds or updates. See the class columns table for further details
about the columns added for each class.

associated.
Network Intrusion Detection System (NIDS) schema structure
Classes
CMDB CI Class Models: Release 1.30 adds the following classes for the
Network Intrusion Detection System (NIDS). For the list of CMDB classes in
a base system, including ones that this store app might be extending, see
NIDS is an intrusion
detection system
Network Intrusion
within the network
Detection System cmdb_ci_ids_network
that examines the
(NIDS) (cmdb_ci_nids)
traffic from all devices
on the network.

associated.

NIDS scanners build
relationships between
the OT network
scanning appliances,
and the OT assets on
the network. An NIDS
Manager manages
the NIDS sensors.
Class columns
CMDB CI Class Models: Release 1.30 adds the following columns to the
Network Intrusion Detection System (NIDS) [cmdb_ci_nids] class.
Network Intrusion Detection System (NIDS) [cmdb_ci_nids] class
Column label Column name Description
Identifier of the
NIDS asset. Uses the
NIDS source ID Correlation_id assigned Correlation ID
for the NIDS as its
nids_source_id.
Name of the NIDS

NIDS source name nids_source_name
asset.
Designates if the asset

Network type network_type_assignm
is on an IT or OT
assignment ent
network.
ISA site assigned to the

NIDS. This information
is available when the
NIDS assignment site isa_entity_site
logged in user has an
assigned ISA Admin
role.

associated.
Roles and Access Control Logic (ACLs)
The NIDS Admin (cmdb_nids_admin) role is associated with the Network

Intrusion Detection System (NIDS) [cmdb_ci_nids] class: Can create, read,
update, and delete Network IDS (NDIS) OT records. To view the Network
IDS Application selection on the application menu, you must have this
role.
Key relationship structure
For each CMDB CI record with a “Detected by” relationship with an NIDS
record, a ServiceNow Operational Technology Certified Service Graph
Connector does the following:
1. Assigns the following NIDS-related metadata values to the CI:
a. Location
b. Company
c. Related users (Owned by, Managed by, Supported by, Assigned

to)
d. Related user groups (Approval group, Managed by Group,

Support group, Change group)
2. If the NIDS network type is set to OT, it assigns the following NIDS-
related metadata values to the CI:
a. Creates an OT Asset (cmdb_ot_entity) record for the CI, using the

cmdb_ot_entity reference on the CI.
b. Assigns the NIDS assignment zone to the OT Asset record.
c. If the Industrial Process Manager is installed, assign the NIDS

assignment site to the OT Asset record.
Network Inventory (NI) extension classes

Telecommunications Network Inventory application. Telecommunications
Network Inventory uses the Network Inventory (NI) extension classes to
extend the Configuration Management Database (CMDB) Configuration
Item (CI) class hierarchy.

associated.
These extensions enable the CMDB to store information about a service

provider's network inventory. The store app adds class models that
extend the CMDB class hierarchy, including:
• Class descriptions
• Identification rules
• Identifier entries
• Dependent relationships, if applicable.
With the ServiceNow Telecommunications Network Inventory application,

you can build a digital representation of your physical and logical
networks. This application uses the NI class extensions to populate CIs that
form the basis of your digital network inventory model. To learn more, see
Telecommunications Network Inventory

associated.
Telecommunications Network Inventory (NI) schema structure

associated.
Classes
This section lists the relevant classes that the CMDB CI Class Models store
about the columns added for each class. For the list of CMDB classes in
a base system, including ones that this store app might be extending, see
NI extension classes
Network Site.
Captures and
maintains the location-
specific attributes for
each network site,
including the network
centers, buildings,
floors, and rooms
where equipment is
Network Site
Site [cmdb_ci_site] located.
[cmdb_ci_ni_site]
The network site
records enable you to
view all the equipment
at a location. You
can filter the locations
by the assigned
type, role, or function
categories.
Telco Equipment
Holder.
Telco Equipment
Equipment Holder Represents the
Holder
[cmdb_ci_equipment_ physical units
[cmdb_ci_ni_equipme
holder] that contain the
nt_holder]
telecommunications
equipment, including
the cages, bays,

associated.

cabinets, slots, relay
racks, and line ups.
The line ups contain
the individual relay
racks. Each relay
rack contains the
equipment shelves.
The equipment holders
can contain the other
equipment holders.
The equipment holder

records enable you
to track and manage
your network assets.
Telco Equipment.
Represents a shelf
or device that
provides the technical
functionality in a
network. Examples
include the routers,
modems, mobile
devices, optical
Telco Equipment cables, relays,
Network gear
[cmdb_ci_ni_equipme and switches. The
[cmdb_ci_netgear]
nt] equipment can have
slots, cards, or
ports. The equipment
can exist within an
equipment holder or
by itself because not
all equipment is rack
mounted.
The equipment
records enable you

associated.

to track and manage
your network assets.
Network Interface.
Network Port Captures and

Network Interface
[cmdb_ci_ni_network_ maintain equipment-
[cmdb_ci_interface]
port] specific attributes for
the network interfaces.
Network Interface
Card.
Represents interface
cards that are stored
in a network. Cards
can occupy more
than one slot and
Interface Card can contain other
Hardware
[cmdb_ci_ni_interface cards. They can be
[cmdb_ci_hardware]
_card] the equipment ports
that are physical
or logical (virtual).
Each port is assigned
a bandwidth value.
The bandwidths are
consumed when used
in network designs.
Physical Connection.
Represents the
Physical Connection Network Link
physical port
[cmdb_ci_ni_physical_l [cmdb_ci_network_link
connections on the
ink] ]
interface cards in your
networks.

associated.
Logical Connection.
Represents the logical

or virtual port
connections on the
Logical Connection Network Circuit
network interface
[cmdb_ci_ni_logical_p [cmdb_ci_network_cir
cards. A logical
ath] cuit]
connection typically
represents the multiple
physical connections
on an interface card.
Nutanix extension classes

The CMDB CI Class Models store app adds or updates classes for Nutanix.
Nutanix Enterprise Cloud platform
The Nutanix Enterprise Cloud platform is a converged, scale-out compute

and storage system that hosts and stores virtual machines. All nodes
in a Nutanix cluster share the management of cluster resources. The
foundational unit for the cluster is a Nutanix node which runs a standard
hypervisor and contains processors, memory, and local storage (SSDs
and hard disks). A Nutanix Controller virtual machine runs on each node,
enabling the pooling of local storage from all nodes in the cluster.

associated.
Classes
adds or updates. See the class columns table for further details about the
columns added for each class.
Nutanix. For the list of CMDB classes in a base system, including ones that
this store app might be extending, see CMDB tables descriptions.
Multi-cluster manager
responsible for
Nutanix Prism Central Virtual Machine
managing multiple
Object
Acropolis Clusters
[cmdb_ci_nutanix_pris
to provide a
m_central] [cmdb_ci_vm_object]
single, centralized
management
interface.
Nutanix.
Nutanix Cluster Virtual Machine

Cluster comprising
Object
of the physical
[cmdb_ci_nutanix_clus
nodes running Nutanix
ter] [cmdb_ci_vm_object]
software.
Nutanix controller
Nutanix Controller VM virtual machine that is
Application
present in each node
[cmdb_ci_nutanix_con and that provides
[cmdb_ci_appl]
troller_vm] the storage clustering
and management
capabilities.
Subset of Nutanix
Nutanix Storage
Storage Volume storage pool used to
Container
apply policies such

associated.

as reserved capacity,
[cmdb_ci_nutanix_stor [cmdb_ci_storage_vol
replication factor, and
age_container] ume]
storage optimization
options.
Grouping of physical
Nutanix Storage Pool Storage Pool disks within a
Nutanix cluster which
[cmdb_ci_nutanix_stor [cmdb_ci_storage_po is typically used
age_pool] ol] to create physical
separation between
virtual machines.
Nutanix Host Virtualization Server

Physical host on which
[cmdb_ci_nutanix_hos [cmdb_ci_virtualizatio all the virtual machines
t] n_server] run.
Nutanix Virtual Virtual Machine

Machine Instance Instance
A virtual machine
that runs on Nutanix
[cmdb_ci_nutanix_vm [cmdb_ci_vm_instanc
infrastructure.
_instance] e]
Nutanix.

Cluster comprising
Object
of the physical
software.
Nutanix Controller VM Nutanix controller

Application
virtual machine that is
[cmdb_ci_nutanix_con present in each node
[cmdb_ci_appl]
troller_vm] and that provides
the storage clustering

associated.

and management
capabilities.
Subset of Nutanix
Nutanix Storage
Container
apply policies such
[cmdb_ci_storage_vol as reserved capacity,
[cmdb_ci_nutanix_stor
ume] replication factor, and
age_container]
options.
separation between
virtual machines.

t] n_server] run.

A virtual machine
infrastructure.
_instance] e]
Nutanix.

Cluster comprising
Object
of the physical
software.

associated.
Nutanix controller
Nutanix Controller VM virtual machine that is
Application
present in each node
[cmdb_ci_nutanix_con and that provides
[cmdb_ci_appl]
troller_vm] the storage clustering
and management
capabilities.
Subset of Nutanix
Nutanix Storage
Container
apply policies such
[cmdb_ci_storage_vol as reserved capacity,
[cmdb_ci_nutanix_stor
ume] replication factor, and
age_container]
options.
separation between
virtual machines.

t] n_server] run.

A virtual machine
infrastructure.
_instance] e]
Class columns
CMDB CI Class Models: Release 1.6.0 adds no columns to the Nutanix

Prism Central [cmdb_ci_nutanix_prism_central] class.

associated.
respective classes.
Nutanix Cluster [cmdb_ci_nutanix_cluster] class
Serial numbers of blocks that are

Block Serial Numbers
connected to the cluster.
UUID (Universal Unique Identifier) of

Cluster ID
the cluster.
Subnet of the external IP address

External Subnet
of the cluster.
Full version of the cluster.
For example: el7.3-release-

Full Version
euphrates-5.10.3.1-
stable-655d4def34bf18785782f2ad
b8cdd5f8457d1fe3
Types of hypervisors that are

Hypervisor Types
related to this cluster.
Internal Subnet Subnet of internal IP addresses.
NCC Version Nutanix cluster check version.
NTP servers that are related to this

NTP Servers
cluster.
Number of nodes that are

Number of Nodes
Timezone Timezone of the cluster.
Version
Version of the cluster.

associated.

For example: 5.10.3.1
Nutanix Controller VM [cmdb_ci_nutanix_controller_vm] class
Hypervisor Type Type of hypervisor.
Amount of memory (in MB)

Memory (MB)
available on the controller.
State On/off power state of controller.
UUID of the controller virtual

VM ID
machine.
Object ID ID of the controller virtual machine.
Nutanix Storage Container [cmdb_ci_nutanix_storage_container]

class
Indicates whether compression is

Compression
enabled.
Container ID UUID of the container.
Indicates whether on disk

deduplication is enabled, that is
dedup compression applied to
data on hard disks (HDD).
Deduplication
Performance tier deduplication
is a prerequisite for on disk
deduplication.

associated.
Indicates whether erasure coding

Erasure Code
is enabled.
Number of maintained data

copies. The replication factor is
Replication Factor
specified (2 or 3) when the
container is created.
The following classes have no added columns:
• Nutanix Storage Pool [cmdb_ci_nutanix_storage_pool]
• Nutanix Host [cmdb_ci_nutanix_host]
• Nutanix Virtual Machine Instance [cmdb_ci_nutanix_vm_instance]
respective classes.


Cluster ID
the cluster.

External Subnet
of the cluster.

Full Version
euphrates-5.10.3.1-
b8cdd5f8457d1fe3

associated.

Hypervisor Types

NTP Servers
cluster.

Number of Nodes

Version

Memory
available to the virtual machine.
State On/off state of power.

VM ID
machine.

associated.

class

Compression
enabled.

Deduplication
deduplication.

Erasure Code
is enabled.

Replication Factor
respective classes.

associated.


Cluster ID
the cluster.

External Subnet
of the cluster.

Full Version
euphrates-5.10.3.1-
b8cdd5f8457d1fe3

Hypervisor Types

NTP Servers
cluster.

Number of Nodes

Version

associated.

Memory
available to the virtual machine.
State On/off state of power.

VM ID
machine.

class

Compression
enabled.

Deduplication
deduplication.

Erasure Code
is enabled.

Replication Factor

associated.

Related concepts
OpenStack extension classes

OpenStack.
OpenStack
OpenStack is a cloud operating system that controls large pools of
compute, storage, and networking resources throughout a datacenter.
All of these resources are managed and provisioned through APIs
with common authentication mechanisms. Other components provide
services such as orchestration, fault management, and service
management to ensure high availability of user applications. OpenStack

associated.
is broken up into services to enable you to plug and play components

depending on your needs. These components are designed for horizontal
scalability, so you can easily add new resources to grow your cloud over
time.
OpenStack classes integrated with the CMDB class hierarchy
Classes
OpenStack. For the list of CMDB classes in a base system, including ones
that this store app might be extending, see CMDB tables descriptions.
OpenStack Services Virtual Machine An OpenStack web

[cmdb_ci_cloud_open Object service that can be
stack_service] [cmdb_ci_vm_object] accessed via a URL.
OpenStack Endpoint Virtual Machine

The access point of a
[cmdb_ci_cloud_open Object
Service.
stack_endpoint] [cmdb_ci_vm_object]

associated.
OpenStack Domain Virtual Machine

A collection of users,
[cmdb_ci_cloud_open Object
groups, and projects.
stack_domain] [cmdb_ci_vm_object]
Class columns
respective classes.
OpenStack Services [cmdb_ci_cloud_openstack_service] class
The Service type, which describes

the API implemented by the
type Service. Possible values: Compute,
ec2, identity, image, network, or
volume.
Defines if the service and its

enabled endpoints appear in the Service
catalog (true/false).
OpenStack Endpoint [cmdb_ci_cloud_openstack_endpoint] class
The interface type, which

describes the visibility of the
endpoint. Possible values:
• public - Visible by end users

interface on a publicly available network
interface.
• internal - Visible by end users on

an unmetered internal network
interface.

associated.

• admin - Visible by administrative
users on a secure network
interface.
Defines if the Service and its

enabled endpoints appear in the Service
catalog (true/false).
OpenStack Domain [cmdb_ci_cloud_openstack_domain] class
Defines if the domain is enabled

enabled
(true/false).
Related concepts
Operational Technology (OT) extension classes

Operational Technology (OT).
Operational Technology (OT) data model
The Operational Technology (OT) data model was created to enable

management of “OT asset” data. Operational Technology that controls
industrial equipment can be based on IT class hardware (computers,
servers, network gear, and so on), or on specific hardware profiles
not included in the ServiceNow IT class model (PLCs, HMIs, Engineering
Workstations, Historians, and so on). Therefore, a single OT asset in the OT
data model includes two primary components:
1. A CI class record. This can be an IT or an OT class CI.
2. An OT Asset details record. This describes the OT asset type (function)

and other OT-specific attributes.

associated.
Each OT Asset in the CMDB can be distinguished as having an “OT Asset

Details” reference [cmdb_ot_entity reference field] to a specific OT Asset
details [cmdb_ot_entity table] record. This is a bi-directional reference;
the ot_asset reference on the cmdb_ot_entity table references the CI
record. If the cmdb_ot_entity reference of a given CI record is not empty,
the CI is considered to be an OT asset.
For example, an HMI (Human Machine Interface) OT asset could be

composed in at least two different ways.
1. A computer CI with an OT asset detail record describing its “OT Asset

type” as HMI.
2. An HMI CI with an OT asset detail record describing its “OT Asset

type” also as HMI.
In this way, a list of HMIs can be derived and a list of all computers in an
enterprise can also be derived.
For more details on the OT data model, see Operational Technology

product view.
such as Discovery for Operational Technology, and Service Graph
Connector for Operational Technology (Excel) use these class extensions

associated.
to populate CIs and discover various technologies and software. To learn

more, see:
• Service Graph Connector for Operational Technology (Excel)
• Discovery for Operational Technology
Note: In Operational Technology, CIs used on an OT network to

automate an industrial process are often referred to as OT Assets.
This term shouldn’t be confused with an asset record commonly used
in the practice of Asset Management.

associated.
Operational Technology (OT) schema structure

associated.
Classes
CMDB CI Class Models: Release 1.30 adds the following classes for
Operational Technology (OT). For the list of CMDB classes in a base
system, including ones that this store app might be extending, see CMDB
Computer Numerical
Control, used for
CNC automated control of
cmdb_ci_ot_control
[cmdb_ci_ot_cnc] machining tools such
as drills, lathes, mills,
and for 3D printers.
Distributed Control
System. Achieves
control using
intelligence distributed
DCS [cmdb_ci_ot_dcs] cmdb_ci_ot_control
about the controlled
process, rather than
by a centrally located
single unit.
Distributed Processing
Units. ICS on a
dedicated network,
DPU [cmdb_ci_ot_dpu] cmdb_ci_ot_control
with each DPU
handling thousands of
points of I/O.
Engineering
Workstation. A
computing platform
cmdb_ci_ot_superviso
EWS [cmdb_ci_ot_ews] for configuration,
ry
maintenance, and
diagnostics of ICS
applications and

associated.

other control system
equipment.
Data Historian. A
centralized database
Historian cmdb_ci_ot_superviso
supporting data
[cmdb_ci_ot_historian] ry
analysis for industrial
processes.
Human-Machine
Interface. Hardware
cmdb_ci_ot_superviso or software through
HMI [cmdb_ci_ot_hmi]
ry which an operator
interacts with a
controller.
Intelligent Electronic
Device. Receives or
IED [cmdb_ci_ot_ied] cmdb_ci_ot_control sends data/control
from or to an external
source for power grids.
Component of a
machine that is
Industrial Actuator
cmdb_ci_ot_field_dev responsible for moving
[cmdb_ci_ot_industrial_
ice and controlling a
actuator]
mechanism, such as
opening a valve.
Equipment used to
control the speed
Industrial Drive of machinery. It can
cmdb_ci_ot_field_dev
[cmdb_ci_ot_industrial_ be a mechanical
ice
drive] electromechanical,
hydraulic, or
electronic device.
Device used
Industrial 3D Printer
in additive
[cmdb_ci_ot_industrial_ cmdb_ci_ot_control
manufacturing for
3d_printer]
the construction of

associated.

a three-dimensional
object from a CAD
model, or a digital 3D
model.
Industrial Robot
cmdb_ci_ot_field_dev Robotic system used
[cmdb_ci_ot_industrial_
ice for manufacturing.
robot]
Industrial Sensor Sensor device used to

cmdb_ci_ot_field_dev
[cmdb_ci_ot_industrial_ monitor the health of
ice
sensor] equipment
Network gear is
an electronic device
which is required for
Network Gear
cmdb_ci_hardware communication and
[cmdb_ci_netgear]
interaction between
devices on a
computer network.
Base class
for Operational
Operations Technology Technology, used
cmdb_ci_hardware
[cmdb_ci_ot] for industrial control.
For instance, in
manufacturing.
Software module that

enables applications
OPC Client to acquire data from
[cmdb_ci_ot_opc_clie an OPC Server or
ry
nt] conduct supervisory
control using an OPC
Server.
Software module that

OPC Server enables applications
[cmdb_ci_ot_opc_serv cmdb_ci_ot_control to provide their data
er] to the outside world
using OPC.

associated.
OT Control Module Module such as a PLC

[cmdb_ci_ot_control_ cmdb_ci_ot_control or DCS connected to
module] an OT Control System.
Base Class for industrial

OT Control System control systems (ICS),
cmdb_ci_ot
[cmdb_ci_ot_control] usually at Purdue
Model Level 1 or 2.
Base class for

OT Supervisory System
supervisory systems,
[cmdb_ci_ot_superviso cmdb_ci_ot
usually at Purdue
ry]
Model Level 2 or 3
Programmable Logic
PLC [cmdb_ci_ot_plc] cmdb_ci_ot_control Controller. Used to
control OT devices.
Device used to
convert standard or
proprietary protocol of
Protocol Converter
cmdb_ci_hardware_n one device to the
[cmdb_ci_protocol_co
etwork_gear protocol suitable for
nverter]
the other device or
tools to achieve the
interoperability.
Remote Terminal
Unit. Special purpose
data acquisition and
RTU [cmdb_ci_ot_rtu] cmdb_ci_ot_control control unit designed
to support DCS
and SCADA remote
stations
Supervisory Control
SCADA Client and Data Acquisition.
[cmdb_ci_ot_scada_cli Client that enables an
ry
ent] operator to manage a
SCADA server.

associated.
Supervisory Control
and Data Acquisition.
System capable
SCADA Server
of gathering and
[cmdb_ci_ot_scada_se cmdb_ci_ot_control
processing data and
rver]
applying operational
controls over long
distance.
Class columns
CMDB CI Class Models: Release 1.30 adds the following columns to the
respective classes.
Operational Technology (OT) [cmdb_ci_ot] class
Firmware version reported by

firmware_version
discovery source.
Hardware version reported by

hardware_version
discovery source.
OT Control System [cmdb_ci_ot_control_system] class
true/false value describing if the

has_module system has modules, such as
chassis / blade architecture.
System-reported string name or

backplane_name
number for the backplane.
System-reported unique ID for the

backplane_id
backplane

associated.
OT Control Module [cmdb_ci_ot_control_module] class
Reported slot in the control system

slot_number
this module is using.
Module type reported by the

module_type
discovery source.
OT Field Device [cmdb_ci_ot_field_device] class
List that describes if the device

device_type provides input, output, or both to
the parent control system.
Form view
All Operational Technology (OT) extension classes have a "Default view"

form view that includes the OT Asset Details attribute at the top of the
form. The following table lists the other classes that have the Operational
Technology (OT) view on their form context menu. This is the default form
view for users with the cmdb_ot_viewer role for the following classes.
Class Description
base hardware
Base class for hardware.
[cmdb_ci_hardware]
An extension of the Hardware

base computer
table, capturing computer
[cmdb_ci_computer]
properties.
base server [cmdb_ci_server] Base class for all types of servers.
linux server [cmdb_ci_linux_server] Server running Linux software.
windows server A server running Microsoft Windows

[cmdb_ci_win_server] Server operating system.

associated.
Class Description
IoT Device base class Parent table that contains Internet

[cmdb_ci_iot] of Things device types.
IP Firewall and extended classes

Contains all network firewalls.
[cmdb_ci_ip_firewall]
Specialization of the Network Gear

IP Router [cmdb_ci_ip_router]
[cmdb_ci_netgear] table.
Specialization of the Network Gear

IP Switch [cmdb_ci_ip_switch]
[cmdb_ci_netgear] table.
Device used to convert standard

or proprietary protocol of one
Protocol Converter
device to the protocol suitable
[cmdb_ci_protocol_converter]
for the other device or tools to
achieve the interoperability.
Classes not included in the table do not have the Operational

Technology (OT) view by default. For any additional classes required,
you can add the Operational Technology (OT) view to the form context
menu. For more information about form context menu options, see Form
context menu.
Roles and Access Control Logic (ACLs)

The following roles are associated with the Operational Technology (OT)
[cmdb_ci_ot] classes and associated tables that follow:
Admin (cmdb_ot_admin)
Can create, read, update, and delete OT records. An admin can also
edit the OT Asset Type on the OT Asset form, and manage specific
configurations on the OT entity tables.
Editor (cmdb_ot_editor)
Can create, read, update, and delete OT asset records.
Viewer (cmdb_ot_viewer)
Can read OT asset records.

associated.
Note: For the cmdb_ci_ot and cmdb_ot_entity tables:
• A user must have one of these three OT roles to view OT assets.
• IT users with an assigned itil role are restricted from viewing OT

assets in the cmdb_ci_ot table, and records in the cmdb_ot_entity
table. IT users are still able to see IT asset classes, such as Computer,
Installed Software.
OT customers may want to restrict access to OT assets from users with an

IT (itil) only role, for both a viewer and an admin role.

Operational Technology (OT) CIs:
OT Entity
Since any CI class may be found on an OT network, the OT Entity
table [cmdb_ot_entity] captures additional attributes required in an OT
Environment:
Business criticality assigned in the

Business criticality
discovery source.
Reference to the CI that is on the

OT Asset
OT network.
The function of the OT asset,

regardless of CI class..
• For a dedicated HMI appliance,

the CI is in the cmdb_ci_ot_hmi
OT Asset type class, and the OT Asset Type
should be HMI.
• For a computer performing the

function of an HMI, the CI is
in the cmdb_ci_computer class

associated.
and the OT Asset type should be
HMI
Purdue level Purdue level of the OT asset.
Zone assigned to the OT asset,

Zone usually used in the context of a
zone/conduit model.
The OT Entity is a related list added to the Operational Technology (OT)

[cmdb_ci_ot] table and extended tables. If you want to view OT entity
metadata on an existing CI class, first add the related list to the form.
OT Entity Type
The [cmdb_ot_entity_type] table tracks the type of OT asset that an

OT or non-OT CI is performing the function of. It serves as a necessary
part of the Purdue level data model, and extends the Application File
[sys_metadata] table.
The Now Platform includes records representing common OT Asset types

of OT Asset CIs. The OT Entity Type table attributes include:
Display name of a specific OT

Label
asset type.
Value used to identify a specific OT

Name
asset type.
Value used for auto-populating

the Type field for the OT entity
OT table
record [cmdb_ot_entity] of an OT
Class CI.
Parent type of a specific

Parent
type, which is a reference to

associated.
a record in the same table
[cmdb_ot_entity_type].
Serial number
During CI identification, the Identification and Reconciliation Engine
(IRE) processes search for a serial number in two locations. One is
the CI serial number attribute, and the other is the Serial Number
[cmdb_serial_number] table, with reference back to the Operational
Technology (OT) [cmdb_ci_ot] table.
• It stores any serial number of any type other than system serial number,
and only in the Serial Number table (and not in the server CI attribute).
• If the system serial number is available, it stores it in both the Serial

• The Serial Number table is a many-to-one relationship, linking back to

the Operational Technology (OT) CI. This table has a Type field for
specifying the type of the serial number.
• For Operational Technology (OT), use the string value system for the
serial number type to ensure proper reconciliation across various
sources.
Network adapter
Use the Network Adapter [cmdb_ci_network_adapter] class to store
network adapters.
1. Set the MAC Address attribute to be the MAC address value.
• Format the string with colon separators between octets and

lower case hexadecimal characters with padded zeros.
• For example, 'f8:f2:1e:00:d4:66'.
2. Set the Name attribute in the Network Adapter class to be the same
as the MAC Address.
3. In the CI Relationship [cmdb_rel_ci] table, create an Owned By:Owns

4. Using the CI with a reference to the associated Hardware CI, specify

a reference from the Network Adapter [cmdb_ci_network_adapter]
table.

associated.
IP Address
Use the IP Address [cmdb_ci_ip_address] class to store IP addresses.
1. Store an IP address value in the IP Address attribute, and in the Name

attribute to avoid empty Name attributes.
• Store an IPv4 IP address value using the format

'NNN.NNN.NNN.NNN', with decimal-based octets and period
separators. Non-conforming values should be considered invalid

colon separators. Non-confirming values should be considered
invalid and cleansed to null values.
2. Set the Netmask attribute to the IP address.
3. Set the Name attribute in the Network Adapter class to be the same
as the MAC Address.
4. In the CI Relationship [cmdb_rel_ci] table, create an Owned

By::Owns relationship to the associated Hardware CI.
5. In the CI Relationship [cmdb_rel_ci] table, create an Owned

By::Owns relationship to the associated Hardware CI.
6. For the IP address, specify a reference to the Network Adapter

[cmdb_ci_network_adapter] table, using the Configuration Item with
7. To ensure that base system identification rules work properly, also

Network adapter and IP address

Use the IP Address [cmdb_ci_ip_address] class to store IP addresses.
1. Store the MAC address of the network adapter installed on a server,

2. Store the IP address in the IP Address [cmdb_ci_ip_address] class.

Note: Do not store the MAC address or the IP address in the
Operational Technology (OT) [cmdb_ci_ot] table. The default
Operational Technology (OT) form is configured to display the
IP address from the Network Adapter table.

associated.

Use the following key references are important guidelines when creating
Operational Technology (OT) records:
• When creating computer or server records for OT assets that are

running on computers or servers, see the following topics:
• Computer [cmdb_ci_computer] class
• Server [cmdb_ci_server] class
• The Manufacturer and Model ID attributes are reference attributes

to the Company [core_company] and Product Model [cmdb_model]
tables respectively.
• The Owned By, Assigned To, Managed By, and Supported By attributes
are reference attributes to the User [sys_user] table. The Change Group
and Support Group attributes are reference attributes to the Group
[sys_user_group] table.
The Now Platform contains a pre-defined identification rule for the

Operational Technology (OT) classes. That identification rule has the
following key identifier entries, listed in priority order:
1. Identifier entry that uses the identification specified in Serial Number

[cmdb_serial_number] as the lookup table. The Serial Number table is
a many-to-one reference from the serial number back to the server
CI.
2. Identifier entry that is specified in the Serial Number attribute in the CI.
3. Identifier entry that is specified in the Mac Address attribute in the

Network Adapter table.
4. Identifier entry for the Name attribute.
• If Serial Number and MAC Address are not available, then the
Name (which is usually the system reported hostname) attribute is
used.
• If both Serial Number and Name are not available, and only
MAC Address is available, use MAC Address as the name of the

associated.
CI. Using the MAC Address as the name of the CI ensures that
Note: To learn more, see CMDB Identification and Reconciliation.
Deprecated classes
CMDB CI Class Models: Release 1.30 soft deprecated (not removed, but
marked as follows) with the release of the OT class model:
Class Description
OT assets moved to cmdb_ci_ot

Human Machine Interface
to support broader use cases. Use
[cmdb_ci_hmi]
cmdb_ci_ot_hmi instead.

to support broader use cases.
Manufacturing Device
Use cmdb_ci_ot as the base class
[cmdb_ci_manufacturing]
or other generic child classes as
appropriate.

Programmable Logic Controller
to support broader use cases. Use
[cmdb_ci_plc]
cmdb_ci_ot_plc instead.
A script has been provided to migrate records from these classes to the
new class tables. The admin role is required to perform the following tasks:
1. Navigate to System Definition > Script Includes
2. Find the record named OTAssetsMigrationUtils.
3. Navigate to Definition > Script Includes > .
4. In the background window, copy and paste the provided script.
5. Select the appropriate scope and run the script.
Troubleshooting
The following are some troubleshooting tips:

associated.
Problem Suggested resolution
Ensure that the logged in user has

been assigned the appropriate
Unable to see OT Asset menu items
roles. To learn more, see the
preceding Roles section.
Error creating or updating an OT Allow only one OT Asset record

Asset record (cmdb_ot_entity) per CI.
The CMDB CI Class Models store app adds class models that extend the
CMDB class hierarchy, including:
• Class descriptions
• Identifier entries
• Dependent relationships, if applicable.
Related concepts
Red Hat Virtualization (RHV) extension classes

The CMDB CI Class Models store app adds or updates classes for Red Hat
Virtualization (RHV).

associated.
Red Hat Virtualization (RHV)
Red Hat Virtualization (RHV) is a virtualization product which is based on

the Kernel-based Virtual Machine (KVM) hypervisor. RHV uses the SPICE
protocol and Virtual Desktop Server Manager (VDSM) with a RHEL-based
centralized management server. RHV solution is based on two primary
software components: Red Hat Virtualization Manager (RHV-M) and Red
Hat Virtualization Hypervisors or hosts: Red Hat Enterprise Linux or RHV Host
(RHV-H).
RHV classes integrated with the CMDB class hierarchy
Classes

associated.
CMDB CI Class Models: Release 1.8.0 adds the following classes for RHV.
Logical Datacenter
RHV LDC
RHV logical
[cmdb_ci_logical_dat
[cmdb_ci_rhv_ldc] datacenter.
acenter]
RHV Datacenter
[cmdb_ci_rhv_datace
nter] N/A N/A
This class is deleted.
CMDB CI Class Models: Release 1.6.0 adds the following classes for RHV.
Virtualization Server
RHV Server
The RHV virtualization
[cmdb_ci_virtualizatio
[cmdb_ci_rhv_server] host.
n_server]
Virtual Machine
RHV Object
Object
A base class for other
[cmdb_ci_rhv_object] classes to derive from.
[cmdb_ci_vm_object]
RHV Manager
Application
RHV Manager
[cmdb_ci_rhv_manag
[cmdb_ci_appl] instance.
er]
RHV Cluster RHV Object RHV cluster.

associated.

[cmdb_ci_rhv_cluster] [cmdb_ci_rhv_object]
RHV Datacenter
[cmdb_ci_rhv_datace
nter]
RHV Object
RHV datacenter.
Note: This class [cmdb_ci_rhv_object]
is being deleted
in the CMDB CI
Class Models 1.6.0
release.
RHV Virtual Machine Virtual Machine

Instance Instance
RHV virtual machine
[cmdb_ci_rhv_vm_inst [cmdb_ci_vm_instanc instance.
ance] e]
Class columns
respective classes.
RHV Server [cmdb_ci_rhv_server] class
url URL used to access the object.
RHV Object [cmdb_ci_rhv_object] class
href_id Href ID.
manager_id Manager ID.

associated.
URL to access the object (used in

url
child classes).
RHV Manager [cmdb_ci_rhv_manager] class
url URL of the manager.
product_name Product name.
RHV Cluster [cmdb_ci_rhv_cluster] class
cpu_type CPU type.
cpu_architecture CPU architecture.
Enabled state of kernel same-

ksm page merging (KSM) memory
policy.
fencing_policy Fencing policy.
Amount of over-commitment
memory_overcommitment
memory allowed on the cluster.
Transparent huge memory pages

transparent_huge_pages
policy.
ballooning Memory ballooning for guests.
compatibility_version Compatibility version.
RHV Virtual Machine Instance [cmdb_ci_rhv_vm_instance] class
mgmt_url Management URL.

associated.
cpu_architecture CPU architecture.
delete_protected Delete protected (true/false).
ha_priority HA priority.
high_availability High availability (true/false).
Amount of memory guaranteed

memory_policy_guaranteed
(MB).
Maximum memory in the dynamic

memory_policy_max_mb
memory allocation policy.
multi_queues Multi queues.
placement_policy Placement policy.
cpu_sockets Number of CPU sockets.
stateless Stateless (true/false).
Behavior of a virtual machine that

is paused due to storage I/O
storage_error_resume_behaviour
error. For examples, AUTO_RESUME,
LEAVE_PAUSED, and KILL.
start_time Start time.
stop_time Stop time.
threads Number of threads.
time_zone Time zone.
usb USB enabled state.
run_once Run once.
type RHV type.

associated.
The following class was deleted in the CMDB CI Class Models 1.6.0
release.
RHV Datacenter [cmdb_ci_rhv_datacenter] class
quota_mode Quota mode policy.
Related concepts
Transport Layer Security (TLS) extension classes

The CMDB CI Class Models store app adds or updates a class for TLS
certificates.
The app adds class models that extend the CMDB class hierarchy.
such as Discovery and Service Mapping patterns can use these class
extensions to populate CIs and discover various technologies and
software.
Transport Layer Security (TLS)
TLS is a cryptographic protocol designed to provide communications

security over a computer network. The TLS protocol provides privacy and
data integrity between communicating computer applications. Once
the client and the server have agreed to use TLS, they negotiate a
stateful connection by using a handshaking procedure. The server usually
provides identification in the form of a digital certificate. The certificate
contains the server name, the trusted certificate authority (CA) that
vouches for the authenticity of the certificate, and the server's public
encryption key. The client confirms the validity of the certificate before

associated.
proceeding. When the handshake is completed, a secured connection is

established.
TLS certificate classes integrated with the CMDB class hierarchy
Scoped apps certification class
The scoped apps certification class supports TLS certificates. With this
class you can proactively manage certificates by keeping stakeholders
informed about any impending expiries. Use this extension class to ensure
that certificates are monitored and renewed before they expire, to
prevent severe outage of production systems.
Classes
The CMDB CI Class Models: Release 1.4.0 updates the following class:
A public key
Unique Certificate Configuration Item
certificate in X.509
[cmdb_ci_certificate] [cmdb_ci]
standard format.
The CMDB CI Class Models store app changes the Unique Certificate
[cmdb_ci_certificate] class as follows:

associated.
• The assigned_to attribute now depends on the assignment_group

attribute so that users in the assigned_to attribute are filtered based
on the specified assignment_group.
• The Certificate Inventory and Management store app populates the

Unique Certificate [cmdb_ci_certificate] table. The list view for that
class does not have a New button and you can no longer add
new records to the table. This is because there are certain fields
that are extracted from binary encoded parameters in the certificate
which users may not be able to provide. Also, certificates have to be
discovered rather uploaded.
• You can no longer add or delete attachments in the Certificate file

attribute.
The CMDB CI Class Models: Release 1.3.0 adds the following classes. For
the list of CMDB classes in a base system, including ones that this store
Unique Certificate Configuration Item

N/A
[cmdb_ci_certificate] [cmdb_ci]
Certificate Domain Fully qualified domain

N/A
[certificate_domain] name.
Class columns
respective classes.
Unique Certificate [cmdb_ci_certificate] class
Certificate file Certificate in an encoded form.
Fingerprint Hash value of the certificate.
Algorithm used to hash the

Fingerprint algorithm
certificate.

associated.
Indicates whether a certificate is a

Is certificate authority
Certificate Authority (CA) or not.
Indicates whether the certificate is

Is selfsigned
self-signed or not.
Entity that has signed and issued

the certificate.
Issuer
Reference: Unique Certificate
[cmdb_ci_certificate]
Issuer common name Common name of the issuer.
Issuer distinguished name Distinguished name of the issuer.
Size of the key used by the signing

algorithm.
Choices:
Key size • Create priority 1 tasks
• Create priority 3 tasks
• Do not create renewal tasks
Indicates whether to create any

Renewal tracking priority 1 or priority 3 tasks for the
expiring certificates.
Root entity that has signed and

issued the intermediate certificate.
Choices:
Root issuer
• External
• Internal

associated.

Reference: Unique Certificate
[cmdb_ci_certificate]
Indicates whether the certificate

Service type is used for external or internal
services.
The cryptographic algorithm used

to sign the certificate.
Choices:
• Issued
Signature algorithm
• Installed
• Revoked
• Retired
State Lifecycle states of the certificate.
List of fully qualified domain names

secured by the certificate.
Subject alternative name
Reference: Certificate Domain
[certificate_domain]
Identifies the hostname/domain

Subject common name
associated with the certificate.
Subject country Subject's two letter country code.
Identifying information of the

Subject distinguished name
subject.
Subject email Subject's email.
Subject locality Subject's locality.

associated.
Subject organization Subject's organization.
Subject organizational unit Subject's organizational unit.
Subject state Subject's state.
Validity start period of the

Valid from
certificate.
Validity end period of the

Valid to
certificate.
Version X.509 version of the certificate.
Certificate Domain [certificate_domain] class
Domain Fully qualified domain name.
CMDB CI Class Models: Release 1.3.0 adds no columns.
Related concepts
VMware NSX load balancer extension classes

The CMDB CI Class Models store app adds or updates classes for VMware
NSX load balancers.

associated.
VMware NSX load balancer
NSX is a network virtualization solution offered by VMware. Among the

virtual resources included in the NSX solution are virtual LANs (VLANs),
virtual load balancers, virtual routers, switches, and firewalls.
ServiceNow Discovery uses the VMware NSX Advanced load balancer

discovery pattern to find VMware NSX load balancers and their
components: Listeners, pools, pool members, and health services.
VMware NSX load balancer classes integrated with the CMDB class
hierarchy
Classes
or updates.
the VMware NSX load balancer. For the list of CMDB classes in a base
system, including ones that this store app is extending, see CMDB tables
descriptions.

associated.
The table containing

NSX Load Balancer Load Balancer
the NSX Load Balancer
[cmdb_ci_nsx_lb] [cmdb_ci_lb]
resources.
Class columns
The VMware NSX Advanced load balancer discovery pattern introduces

one new table with one identification rule and entry. The table uses only
the columns inherited from its parent.
Related concepts
Extend classes and rules

Extend and update CMDB CI Class Models store app classes and rules
when using third-party integration tools.
When using a third-party tool to integrate with ServiceNow apps, gaps

can occur between the integration and different CIs. Some of the
integrated tables and classes may be missing classes and rules not
included with the CMDB CI Class Models store app.
The classes and rules in the following table enable you to add and
extend the CMDB CI Class Models store app for integrations:
Table Extends Rules and related entries
Containment rule:
Postgresql Schema
cmdb_ci_db_postgres
cmdb_ci_db_catalog
cmdb_ci_postgresql_s ql_instance-
chema >Contains:Contained
By-

associated.

>cmdb_ci_postgresql_
schema
Identification Rule:
Dependent, Attributes:
name
Related Entries
(cmdb_related_entry):
• Identifier:
cmdb_ci_postgresql_
schema
• Related table:
cmdb_key_value
• Referenced field:
configuration_item
Identification rule:
Independent,
attributes: name
Information Object
Related Entries
cmdb_ci
cmdb_ci_information_ (cmdb_related_entry):
object
• Identifier:
cmdb_ci_informatio
n_object
• Related table:
cmdb_key_value

associated.

configuration_item
Related Entries
• Identifier:
Oracle Catalog cmdb_ci_db_ora_ca
talog
cmdb_ci_db_catalog
cmdb_ci_db_ora_cat
• Related table:
alog
cmdb_key_value
configuration_item
Containment rule:
cmdb_ci_db_mysql_ins
tance-
>Contains:Contained
By-
>cmdb_ci_db_mysql_
catalog
MySQL Catalog
cmdb_ci_db_catalog
cmdb_ci_db_mysql_c
atalog Dependent, attributes:
name
Related Entries
• Identifier:
cmdb_ci_db_mysql_
catalog

associated.

• Related table:
cmdb_key_value
configuration_item
Related Entries
• Identifier:
MS SQL Database cmdb_ci_db_mssql_
database
cmdb_ci_db_instance
cmdb_ci_db_mssql_d
• Related table:
atabase
cmdb_key_value
configuration_item
Containment rule:
cmdb_ci_db_syb_insta
nce-
>Contains:Contained
By-
>cmdb_ci_db_syb_cat
alog
Sybase Catalog
cmdb_ci_db_catalog
cmdb_ci_db_syb_cata
log Identification rule:
Dependent, attributes:
name
Related Entries

associated.

• Identifier:
cmdb_ci_db_syb_ca
talog
• Related table:
cmdb_key_value
configuration_item
Containment rule:
cmdb_ci_db_db2_inst
ance-
>Contains:Contained
By-
>cmdb_ci_db_db2_ca
talog
DB2 Catalog Dependent, attributes:

name
cmdb_ci_db_catalog
cmdb_ci_db_db2_cat
alog
Related Entries
• Identifier:
cmdb_ci_db_db2_c
atalog
• Related table:
cmdb_key_value
configuration_item

associated.
app is extending, see CMDB tables descriptions.
Related concepts
Baseline CMDB
CMDB baseline provides capabilities that help you understand and
control the changes that have been made to your configuration items
(CIs) in the CMDB.
• You can create a baseline, which is a snapshot of your configuration

items in the CMDB. You can review the changes that have been made
to that configuration item since a previous baseline. Multiple baselines
may be created and the system tracks the changes that have been
made per baseline.
Creating a baseline captures the attributes of the CI as well as all first-

level relationships for the CI. Any changes to the base CI or to any
related CIs are captured and displayed. Newly created CIs are not
automatically added to a baseline.
• Associate a configuration item with a task, a change or change task,

and to propose changes to the CI after the change is complete. You
can record changes, and these changes are not applied to the CI
immediately but are delayed until the change is complete.
When the change is complete, you can choose to apply the proposed
changes which makes all changes previously proposed and associates
the changes with the task.
For information about planning and implementing a baseline CMDB,

see the CMDB Baseline life-cycle best practices and Diff Formatter
troubleshooting [KB0829681] knowledge base article.
Create a CMDB baseline
You can create a baseline for a CI to track updates to the CI over time.

associated.
Before you begin
Role required: ecmdb_admin and itil
Procedure
1. Navigate to All > Configuration > Baselines > Baselines.
2. Click New.
3. Enter a Name for the baseline.

By default, the cmdb_ci table is selected so that the record creates
the baseline for all configuration items in the system.
4. (Optional) To limit the baseline to specific CIs, select a different Table

or choose Conditions that a CI must meet for it to have a baseline
entry.
For example, you might create a baseline for the Database table
with the condition [Location] [is] [<configured location>].
5. Click Submit.
The creation of a baseline is time consuming and occurs in the
background. A message at the top of the record list notifies you
that your baseline has been scheduled and you will receive an email
when the process is complete.
Display baseline differences
You can see the changes that have been made to a CI or any first
level related CIs by configuring the CI form layout to display the CMDB
Baseline diff field. This field is labeled Baseline differences on the form.
Before you begin
Role required: itil
About this task
Changes are displayed only for the cmdb_ci table and child tables. You
can change the com.cmdb.baseline.max_changes system property to
limit the number of relationships and changes that appear in a baseline
diff section on a CI form (set to 100 by default).

associated.
Procedure
1. Open a CI record.
2. Select the baseline you want to see for this CI from the choice list.
The field displays the details of any changes that were made to
the current record for the selected baseline, or indicates that no
changes were made.
Details of baseline differences
3. To add a relationship to the CI, click the green plus icon in the
Related Items toolbar.
The new relationship appears below the toolbar. For more
information about the Related Items toolbar and how to control the
display, see CI relations formatter.
4. Update a related CI and see the changes displayed as Basic

attribute changes in the current CI record.
Basic Attribute Changes
What to do next
To improve performance and prevent memory issues when showing

large amounts of baseline differences data on CI forms, complete the
following steps:
1. Set the system property com.cmdb.baseline.entry.attachment to

true.

associated.
2. Manually run once the CMDB Baseline convert XML to attachment fix
script. For information about running a fix script, see Run fix scripts.
Properties for baseline CMDB
Use the baseline CMDB properties to configure how many changes and
relationships for a CI can appear in the baseline diff for the CI.
These properties are available for baseline CMDB. To view and edit these
properties, the admin role is required.
Properties for Baseline CMDB
Maximum number of changes and • Type: integer

relationships for a CI that can
appear in the baseline diff for the • Default value: 100
CI.
• Location: Configuration > CMDB
com.cmdb.baseline.max_changes Properties > Baseline Properties
Lets you manually run the

CMDB Baseline convert XML to
attachment fix script. Setting this
property to true and then running
the CMDB Baseline convert XML
to attachment fix script, enables
improved performance when
showing large amounts of baseline
com.cmdb.baseline.entry.attachm differences data on CI forms.
ent
When false, the CMDB Baseline Diff
component uses legacy methods
which might fail to load large
amounts of baseline differences
data.
• Type: true | false
• Default value: false

associated.
• Location: Add to System
Properties [sys_properties] table.
• Learn more: Baseline CMDB
CMDB Workspace (4.0) store app

The CMDB Workspace is an efficient, central, and modernized way
for you to work. Use CMDB Workspace to search and explore the
CMDB, examine health and recent activity, and access various CMDB
dashboards and tools to support tasks in your organization.
General interaction
• CMDB Workspace leverages many Performance Analytics capabilities

and features, such as indicator sources. Throughout the CMDB
Workspace views, you can select the various cards to drill down
to Performance Analytics KPI Details panes that show trends for the
associated data. On a KPI Details pane, you can modify different
settings to change the scope of the data. You can also select Show
Records to list the records associated with the chart.
• Lists throughout the CMDB Workspace have a filter icon ( ) which

you can select to show the filter definition used for the list.
CMDB Workspace doesn't support domain separation.
Note: Starting with the San Diego release, the CMDB Workspace
store app is automatically installed when installing or upgrading the
product.

associated.
Enable demo data

Enable demo data to install demo data-specific scheduled jobs that if
the needed requirement is met, generates and populates demo data in
CMDB Workspace cards such as:
• Cloud vs Non-cloud resources chart in the CMDB Workspace

landing page and the Insights view: If Cloud Service Accounts
[cmdb_ci_cloud_service_account] table exists
• Cards in the CMDB 360 view: If CMDB 360 is enabled
• Cards in the Insights view, CMDB Feature Adoption tile:
• CIs processed by IRE
• CIs processed by IRE based on source
• Data Manager
• Data attestation
• Query Builder
• Intelligent Search
• Cards in the What's new tile in the CMDB Workspace landing page.
To populate CMDB Workspace dashboards with demo data:
1. When installing the CMDB Workspace store app, check Load demo
data.
2. Access the [Demo] — CMDB Workspace demo data scheduled job

and select Execute Now.
Note: As a general practice, don't enable demo data in

a production instance to prevent demo data mixing with real
production data.
Prerequisites
• Plugins:

associated.
Recommended: CSDM Activation (com.snc.cmdb.csdm.activation)
Allows for legacy Lifecycle Status field mappings and synchronization

to legacy status fields. For details about use and customization of
life-cycle rules when this plugin isn't activated, see Life-cycle rules.
• Required (activated by default): CMDB CSDM Support

(com.snc.cmdb.csdm)
• Required (activated by default): CMDB Page Templates

(sn_cmdb_pg_templts)
• Required (activated by default): CMDB NLQ Search Connected (sn-

cmdb-nlq-search)
For details about activating a plugin, see Activate a plugin.
• Roles: To access the CMDB Workspace, you must, at a minimum, have

one of the following roles, which are essential for interacting with the
CMDB Workspace. Depending on which of these roles is assigned to
you, you might only have access to some of the features available in
the CMDB Workspace:
• sn_cmdb_admin
• sn_cmdb_editor
• sn_cmdb_user
Note: As you drill down in the CMDB Workspace, there are some
dashboards and list views that require specific roles in addition to
the key CMDB Admin, CMDB Editor, or CMDB User roles.
• Features: CMDB Workspace provides access to a wide range of

applications and features. However, for CMDB Workspace to provide
meaningful reports, overviews, and trends, you must set up and
configure some of those features. Setup for such features is listed under
Additional requirements.
Access the CMDB Workspace
Navigate to Workspaces > CMDB Workspace to access the CMDB

Workspace landing page.
In addition to the Home view described below, you can access features
in the following views of the CMDB Workspace:

associated.
• Governance view: Manage tasks such as attestation tasks, that are

assigned to you.
• CMDB 360 view: View aggregations and analysis of CMDB 360 data on
a dashboard, and create CMDB 360 queries.
• Management view: View recent key activities and health indicators for
the CMDB, and access management tools and dashboards (accessible
only to CMDB admins) that support your management tasks.
• Insights view: View level of adoption of key CMDB tools, features,

and application services. Explore benefits and install those tools and
features to maximize the efficiency of your CMDB functionality.
Intelligent Search
Accessible to: CMDB Admin, CMDB Editor, CMDB User.
Lets you use Natural Language Query (NLQ) search capabilities provided
by Intelligent Search for CMDB. Use the input field to construct a search
string using everyday language. As you type, a dynamic list of relevant
suggestions appears, with items matching single words or part phrases in
the typed-in text, such as table names.
You can:
• Select Search tips to see tips about constructing search strings. See
details about the usage, examples for single and multi-table search,
advanced filtering, and relationships in Intelligent Search.
• Select Search to either run the query if the search string is already fully
converted into a valid CMDB query, or to open the Refine your query
dialog box.
If the search string has no ambiguities with the table name or

relationships, then the query runs and the results appear in a list view
format.
Only the first 100 results of the query appear in the results pane.
• Select Load More Results to view the next set of 100 results.

associated.
• Select Load All Results to view the rest of the query results, up to the
number specified by the glide.cmdb.query.max_results_limit system
property (10,000 by default).
If the constructed CMDB query contains more than a single table,

then the View in Query Builder button appears. Select the button to
open the CMDB Query Builder with your query fully constructed on
the Query Builder canvas. You can use the Query Builder to continue
editing the query.
• If there are any ambiguities with table names or relationship types

in the search string, then the search string can't be converted into
a valid CMDB query. In this case, the Refine your query dialog box
appears letting you select from suggested CI classes and continue to
parse your search string into a valid CMDB query. Those suggested CI
classes are based on phrases in your search string. Use the drop-down
lists to select the CI classes that match your intended search and then
select View search results to run the query.
• If Intelligent Search is unable to convert your search string into a

valid CMDB query, then selecting Search doesn't generate any query
results. Instead, a feedback form appears. Fill out the form and select
Submit Feedback to record your feedback for your CMDB Admin to
review.
• Use the Sample searches list to get you started in running a pre-defined
search. This list consists of more common searches, or searches that
are more difficult to construct such as searches that involve application
services.
• Use the Your recent searches list to rerun a previous search.
• Select Results Feedback to submit feedback on the search results for

your CMDB Admin to review.
For more details about using NLQ with Intelligent Search, see Intelligent
Search for CMDB.
Alternatively, you can select Use conditional search instead to use a

basic condition builder functionality where you can specify conditions to
search for CIs of a specific class.
You can:
• Select New condition set to add a condition phrase.

associated.
• Select Related List Condition to add a condition phrase for related lists.
• Select Search to search through the CMDB.
In the results list, select a CI to see details including a timeline, health

overview, and several types of attributes such as key and discovery
attributes. For more information, see CI details pane.
UI activity Additional requirements
• Mapped Application Service
• Application Service
• Application Service Group app_service_user role
• Dynamic CI Group
• Tag Based Service
• Business Service
• Technical Service service_viewer role
• Application Service Outage
Important actions
Accessible to: CMDB Admin and CMDB Editor.
Important actions of various categories that require your attention or

action. There are several task categories such as:
• Health tasks generated by CMDB Health: In health-related cards, such

as Duplicate CIs, Orphan CIs, stale CIs, and De-Duplication tasks, select
View CIs or View Tasks to drill down to the list of associated CIs or
important tasks.
• Data attestation and life cycle approval tasks generated by the

CMDB Data Manager: In data attestation-related cards, such as

associated.
Reassignment Requests and Unassigned Overdue cards, select View

Tasks to drill down to the associated important tasks.
Important actions are stored in the CMDB WS Imp Action Card

Config [sn_cmdb_ws_imp_action_card_config] table that is accessible
for editing only to users with the sn_cmdb_admin role. Authorized users
can modify attributes of an important action such as Active and Filter
conditions, but can't modify the Type, Persona, and Table attributes.
• Important action cards show per the logged in user role,

as specified in the CMDB WS Imp Action Card Config
[sn_cmdb_ws_imp_action_card_config] table.
• A card appears only if there is at least one record that meets the card's
filter condition.
• If you drill down a Health-related card and modify an associated CI,

any resulting impact to health KPIs might appear only after the next
cycle of the CMDB Health dashboard jobs.
For information about managing the cards in the Important actions tile,
see Modify important actions in CMDB Workspace.
What's new
Counts of newly created CIs within a recent time interval. The New
CIs total counts all CI types including applications, hardware, and
application services, which also appear in separate cards in the tile. By
default, historical data is aggregated for the Last 24 hours, which you can
set to a different time interval such as Last 7 days.
Select a card to drill down to a Performance Analytics KPI Details pane

that shows the trend for the respective item.
Counts in the What's new cards are based on the following tables:
Count Table
New CIs Configuration Item [cmdb_ci]
New application Application [cmdb_ci_appl]

associated.
Count Table
New hardware Hardware [cmdb_ci_hardware]
Application Service
New application services
[cmdb_ci_service_auto]
CI overview
The following tabs provide summaries about CIs:
CI Summary
Accessible to: CMDB Admin, CMDB Editor, CMDB User (without tabs).
A chart of all CIs in the CMDB, grouped by up to 20 CMDB groups.

The CMDB groups in the chart are specified as groups of closely-related
classes.
Select a bar to drill down to the classes in the group and their CIs.
Then, drill down a CI to show the CI details pane with a timeline, health
overview, and several types of attributes such as key and discovery
attributes.
You can add custom class groups by creating CMDB groups with the
following settings:
• Group type is set to 'CMDB Workspace'.
• Populated by encoded queries.
Such custom class groups will appear after the next time that the CMDB
Workspace – Group and Encoded Query Counts scheduled jobs run and
update the CMDB Workspace.

associated.
Note:
In systems with a very large number of CIs, for example a billion or

more CIs, the set of queries that populate the CI Overview widget
might run for an unreasonable length of time. In that case, you can
choose to switch the default queries with a set of simpler queries
that can handle such load and properly load the CI Overview
widget. However, the results yielded from the simpler queries aren't
as complete or accurate as the results of the original queries.
A fundamental difference between the original and the simpler
queries is that the simpler queries use only Common Service Data
Model (CSDM) attributes for CI status (such as life_cycle_stage),
while the default queries also use the legacy operational_status and
status attributes. In an environment that hasn't migrated to CSDM,
the simple queries yield fewer results.
You can examine (read access only) the simple query in the Simple
Condition column in the cmdb_group_contains_encoded_query
table.
To use the simpler set of queries, set the

sn_cmdb_ws.ci_overview.enable_simple_condition system property
to true (false by default).
My CIs
Accessible to: CMDB Admin, CMDB Editor.
A chart of CIs managed by you or by the group assigned in the

Managed by Group attribute and which you're a member of. CIs are
grouped by up to 20 common class categories such as Applications,
Devices, and Servers. If there are more than 20 classes to show, then all
remaining classes are lumped into one additional bar on the chart.
Select a class bar to drill down into the CIs for the class. Then drill down to
any CI details pane with a timeline, health overview, and several types of
attributes such as key and discovery attributes.
Use the sn_cmdb_ws.ci_overview.managed_by_me.enabled property to

show or hide this chart.

associated.
Cloud vs Non-cloud resources
Charts showing counts and details for resources that are hosted on
various cloud services versus those resources that aren't, with breakdown
by key CI classes such as applications, databases, and datacenters.
Resources can be deployed on cloud services such as the Microsoft
Azure Cloud, or on the local instance or other non-cloud solutions. For
some ongoing operations in the organization, it might be necessary to
have those details that can be difficult to obtain.
The following conditions must be met for the Cloud vs Non-cloud

resources charts to appear and to show meaningful data:
• The table Cloud Service Accounts [cmdb_ci_cloud_service_account]

must exist.
• The Logical Datacenter [cmdb_ci_logical_datacenter] table must

contain at least one record for a cloud datacenter.
The Datacenter Types [sn_cmdb_ws_datacenter_type] table must

contain at least one record for a datacenter that is classified as
cloud storage in the organization. In the base system, this table is
pre-populated with several records for common cloud services such
as the Azure Datacenter [cmdb_ci_azure_datacenter) class. The chart
calculates and shows data only for cloud services for which there's a
record in the Datacenter Types [sn_cmdb_ws_datacenter_type] table.
For details about adding datacenters in your organization, with the

cloud or non-cloud classification, see Configure datacenters for the
Cloud vs Non-cloud resources chart.
The following cloud vs Non-cloud charts are available:
• CI classes bar chart:
Each bar in the CI classes chart represents a pair of a CI class and

a storage type (cloud, non-cloud), such as the bar for Applications/
Cloud. For each bar, there's a scheduled job that runs every 24 hours to
collect and calculate the data for the bar. The running time depends
on the amount and complexity of the data that a job collects, which
can be different for each scheduled job. Also, the schedules of the
jobs are staggered so that they don't all run at the same time and

associated.
exhaust resources. For details about the class-specific criteria used for
the chart calculations, see Class-specific criteria for the Cloud vs Non-
cloud resources chart.
If there’s a CI class/type pair that isn't important in the organization, you

can exclude that pair from the CI classes chart. For more details, see
Configure CI classes for the Cloud vs Non-cloud resources chart.
On the CI classes chart, you can:
•
Select a bar to open the Cloud vs Non-cloud resources pane. Then,
select either of the following tabs to drill down into further details for
the bar:
Cloud vs Non-cloud CIs
Shows a bar chart for CIs stored on a cloud service and those CIs
that aren't, per CI class. For each CI class, select the cloud or the
non-cloud bar to show the CIs that are associated with the selected
bar, in a list view. You can then select a CI from the list to further drill
down to the CI details pane.
CI Classes by Cloud Providers
Pie charts per CI class with more granular details for those CIs that are
hosted on cloud providers. Pie slices have randomly-selected colors,
and they show a breakdown by cloud providers for various CI classes.
For each pie, select a slice to show the CIs that are associated with
the pie slice, in a list view. You can then select a CI from the list to
further drill down to the CI details pane.
Select Latest updates to see updated status for the scheduled jobs
that produce the data for the chart. Status is color-coded to indicate
whether the job has completed successfully (green), or failed to
complete (red).
• Application Services pie chart:
The Application Services pie chart is available starting with CMDB

Workspace v3.6.

associated.
The Application Services pie chart uses the Service Configuration Item
Associations [svc_ci_assoc] table and checks the cloud/non-cloud
status of application service CIs in the CI classes chart. Application
services in the Application Services pie chart are classified as follows:
• Cloud: All of the CIs in the application service have been determined
to be hosted on a cloud service.
• Non-cloud: All of the CIs in the application service have been

determined not to be hosted on a cloud service.
• Hybrid: The application service contains a mixture of CIs where some

are hosted and some aren't hosted on cloud services.
• Unknown: The cloud/non-cloud classification couldn't be determined

because some of the application service CIs aren't classified as cloud
or non-cloud CIs.
Note: Because classification of Application Services depends on
the classification of CIs in the CI classes chart, there might be
some discrepancy between the two charts. This can occur if an
application service CI changed its cloud/non-cloud status, and
the Application Services chart hasn't refreshed yet to reflect that
change.
Select the Application Services chart to access the list views of

the associated application services, grouped by cloud/non-cloud
classifications. From those list views, you can drill down to the
Dependency Views map for application services.
The scheduled jobs associated with the charts are set up with several
hard-coded limits that if exceeded, result in failure conditions that are
reflected in the job status. Timing out is set to two hours and the maximum
number of records to collect is set to 500,000. If a job exceeds any of
those limits, it's automatically stopped.
A scheduled job that can't complete for 3 (default) consecutive days is

automatically disabled for future runs. You can manage the disabling of
scheduled jobs, in the following ways:
• Modify the default number of consecutive days that are counted by

adding the sn_cmdb_ws.insight.category.disable_after_failure system
property to the System Properties [sys_properties] table and then setting
its value. For more details, see Add a system property.

associated.
• Resume a disabled scheduled job.
• Mapped Application Service

view
• Application Service app_service_user role

• Tag Based Service
My work
All open tasks from CMDB Data Manager that are assigned to you, or
to the group assigned in the Managed by Group attribute and which
you are a member of. Tasks can be, for example, attestation tasks and
life cycle-related tasks. The list for CMDB Admins also includes such tasks
that aren't assigned to anyone and CMDB Admins can then assign those
unassigned tasks.
Select Open tasks and Overdue tasks to review and process the tasks.
CMDB Health
Health metrics for CIs and relationships. Select the percentage numbers
to navigate to the CMDB Health and CMDB Relationship Health
dashboards:
• The Overall percentage number represents the health of all CIs as an

aggregation of all three health Key Performance Indicators (KPIs). Those
KPIs are correctness, compliance, and completeness, each consisting
of sub-metrics.

associated.
• The Relationship percentage number represents the overall health of

relationships as an aggregation of the orphan, duplicate, and stale
relationships KPIs.
The color-coded status label follows the CMDB Health scorecard

thresholds specified in the CI Class Manager. However, the labels
'Best', 'At Risk', and 'Critical' are replaced by 'Excellent', 'Fair', and
'Poor' respectively. For more information see, Configure CMDB Health
scorecard thresholds.
• Select Factors impacting your score to see the breakdown of the score
percentage by the three key KPIs (Completeness, Compliance, and
Correctness).
For more information, see CMDB Health, CMDB Health KPIs and metrics,
and View CI relationships health.
asset or itil role

CMDB Health
Setup and configure CMDB Health
Total CIs
Count and trend of the total number of CIs in the CMDB for the past 7
days.
Use the sn_cmdb_ws.total_cis.enabled property to show or hide this

chart.
Quick links
A list of links to key CMDB dashboards and tools. You can add a link to
the list of quick links that are available to you.

associated.
• Dependency View: Provides a graphic infrastructure view for a CI and

any application or business services that it’s part of and that it supports.
• Query Builder: Easily build complex infrastructure and service queries,

that span multiple CMDB classes, non-CMDB tables, and that can
involve many CIs that are connected by different relationships.
• CMDB Data Manager: Centrally create, edit, review, publish, and track
Data Manager policies and the tasks generated by the policies.
• CI Class List: List view of CMDB CIs grouped by common classes.
• Unified Map: Graphical map showing the hierarchy of CIs and the
relationships between them, and application services. Directly from the
map, you can access attributes of CIs and relationships, and related
items such as changes, incidents, and problems for a CI.
UI activity Accessibility Additional requirements
CMDB Admin, CMDB dependency_views

Dependency View
Editor, CMDB User role
CMDB Admin, CMDB cmdb_query_builder_r

Query Builder
Editor, CMDB User ead role
Data Manager CMDB Admin
Add or edit a custom CMDB Admin, CMDB

quick link Editor, CMDB User
Shared pages
For information about the shared pages, see the Dev site as follows:
• CI Service Relationships

associated.
• CI Infrastructure Relationships
CI details pane
When you drill down to a CI record, the following details for the CI
appear:
• CI Timeline - Last 14 days: A timeline of CI activities such as change

requests.
CI Health: A summary of the health of the CI, showing related items

such as critical incidents, incomplete attributes, and stale relationships
for the CI.
Role requirement: itil (for accessing incidents).
• Details: CI attributes, grouped into categories such as Key attributes,

Asset attributes, Discovery attributes, Operational attributes, and More
attributes.
Note: Use the CMDB - Workspace form view for a CI class to
configure which attributes appear.
• Activity: An activity stream to track what's changed in the CI record.
• Infrastructure Relationships: List of the infrastructure CIs related to the CI.
• Service Relationships: List of business applications, service offerings, and

application services that the CI may be related to.
On the CI details pane, you can:
• Select Open Dependency View to open the Dependency Views map

and display a graphic infrastructure view of the specific CI record.
• Select View CMDB 360 Data to show CMDB 360 details at the CI
attribute level for the specific CI record.
Select Save to save any changes made to attributes for the CI record.
• Select the More Actions icon (...) for additional functions:

associated.
• Select Create Change to create a new change request for the CI

record.
• Select Create Incident to create a new incident for the CI record.
• Select Delete to delete the CI record.
CI Details
Accessible to: CMDB Admin,

CMDB Editor, CMDB User
CI Health itil
Related Open Changes

sn_change_read role
Related Incidents
sn_incident_read role
Event Management
Related Alerts (com.glideapp.itom.snac) plugin
Accessible to: CMDB Admin, evt_mgmt_user role

Set up Event Management

associated.
Related Application Services

app_service_user role
View CMDB 360 Data

Enable and configure CMDB 360
Save
Accessible to: CMDB Admin
More Actions/Delete
Accessible to: CMDB Admin
Governance view in CMDB Workspace

Use the Governance view in CMDB Workspace to manage your tasks.
Tasks in this view are related to data compliance such as attestation
tasks.
Access
Role requirement: sn_cmdb_admin (CMDB Admin), sn_cmdb_editor

(CMDB Editor), or sn_cmdb_user (CMDB User).
To access the Governance view, navigate to Workspaces > CMDB

Workspace and then select Governance in the CMDB Workspace menu
bar.

associated.
Governing data
The My Work tile lists any attestation tasks assigned to you or to an

assignment group that you belong to in accordance with CMDB Data
Manager Attestation policies. Review and process these attestation tasks
by checking the physical existence of IT infrastructure or applications
associated with the CIs in the tasks. For information about reviewing
and processing attestation tasks, see Review CMDB Data Manager
Attestation tasks.
The Overdue tasks tab lists those tasks that are overdue so you can
review those tasks at a higher priority.
CMDB 360 view in CMDB Workspace

The CMDB 360 dashboard provides aggregations and analysis of CMDB
360 data. CMDB 360 collects data about all the discovery sources
reporting attribute values for CIs. Use the CMDB 360 view in Configuration
Management Database (CMDB) Workspace to track activities and
identify potential issues of discovery sources. You can also create your
own queries and associated schedules and reports to explore CMDB 360
data.
• For concepts and other background information about CMDB 360/

Multisource CMDB, see CMDB 360/Multisource CMDB.
• For information about all CMDB 360 dashboard settings, see Configure
the CMDB 360 dashboard.
• For information about using the CMDB 360 view, see CMDB 360
experience in CMDB Workspace.
Note: Most cards on the CMDB 360 dashboard support non-

CMDB tables in their aggregation, or can be configured to provide
support. However, the CIs not reported by discovery sources card,
for example, doesn't apply to non-CMDB tables. Creating queries for
non-CMDB tables is also supported. For information about support for
non-CMDB tables, see IRE support for non-CMDB tables.
Access
Requirements:

associated.
• Role requirement: sn_cmdb_user (CMDB user) or any role containing

sn_cmdb_user
• Additional requirement: Enable and configure CMDB 360
To access the CMDB 360 view in the CMDB Workspace, navigate to

Workspaces > CMDB Workspace. In the CMDB Workspace menu bar,
select CMDB 360.
Management view in CMDB Workspace

Overview with deeper insights into CMDB health and activities that CMDB
Admins can use for management. This view provides access to key
management tools and details such as recent activities in the CMDB and
duplicate CIs.
Access
Role requirement: sn_cmdb_admin (CMDB Admin)
To access the Management view, navigate to Workspaces > CMDB

Workspace and then select Management in the CMDB Workspace menu
bar.
CMDB Data Manager

The following cards show details about CIs and policies associated with
CMDB Data Manager:
Rejected CIs
CIs set as rejected during a review of attestation tasks.
Excluded CIs
CIs set as excluded from CMDB Data Manager policies.
Draft policies
Draft Data Manager policies that were created but not published.

associated.
CI Correctness
Cards in this section show health state for the sub metrics of the CMDB
Health correctness KPI. Counts are based on testing CIs against pre-
defined data integrity rules such as:
• Identification rules (to detect duplicate CIs)
• Orphan CI rules
• Staleness CI rules
You can set the time interval used in calculations for these counts.
For more information about the correctness KPI, and the duplicate,
orphan, and stale sub metrics, see CMDB Health KPIs and metrics.
Recent activity trends

The following cards show recent activities in the CMDB:
Recent CI Activity
A 7-day chart showing metrics related to CIs such as the number of new
CIs and updated CIs.
Recent Application Service Activity
A 7-day chart showing metrics related to Application Services such as

the total number of Application Services, new and updated Application
Services, and the number of Application Services with outages.
Management Tools
Provides links that you can use to access CMDB dashboards, tools, and
list views. The links are grouped by categories as described below.
Note: Some links are conditionally available based on installation
of applications, active plugins, and your assigned role. For a link that
doesn't appear, make sure that all the requirements for the link are
met.
Manage:

associated.
CI Class Manager: Centrally view, create, or edit class definitions and

class settings for Identification and Reconciliation (IRE) and for CMDB
Health.
Additional role requirement: itil or personalize_dictionary
• CMDB Data Manager: Centrally create, edit, review, publish, and track
Data Manager policies and the tasks generated by the policies.
• CMDB groups: Show a list view of current CMDB groups where you can
create new CMDB groups, and manage the existing CMDB groups. A
CMDB group is a collection of CIs to which you can apply CI actions
collectively to all the CIs in the group. For example, CMDB Health can
monitor CIs in a Health-type CMDB group, and report the aggregated
health for the group as a whole.
• Dynamic CI Group: Show a list view of current dynamic CI groups

where you can create new dynamic CI groups, and manage the
existing ones. Dynamic CI Groups act as application services that are
populated with members of the CMDB group that is associated with the
dynamic CI group. For more information about dynamic CI groups, see
Application services.
Optimize:
• CMDB Health: View the CMDB Health dashboards and configure the
CMDB health KPIs and metrics that CIs are evaluated by in CMDB
Health dashboards.
Additional requirements:
• Set up and configure CMDB Health
• Roles: asset or itil
• CMDB Data Foundations Dashboard: Displays the CMDB Data

Foundations dashboard.
Additional requirements:
• Set up CSDM and CMDB Data Foundations Dashboards
• Roles: asset, Itil_admin, or admin
• Plugin: com.snc.cmdb.getwell

associated.
• De-Duplication Tasks: Remediate a de-duplication task by using

the Duplicate CI Remediator wizard which guides you through the
duplicate CI reconciliation process.
Additional role requirement: itil
• CMDB Remediation Rules: Rules associated with a CMDB Health task

that was created for a failed CMDB Health test. A CMDB remediation
rule runs a remediation workflow to remediate an issue reported by
CMDB Health.
Visualize:
• Dependency Views: Provides a graphic infrastructure view for a CI

and any applications or business services that it is part of and that it
supports.
Additional role requirement: dependency_views
• Query Builder: Easily build complex infrastructure and service queries,

that span multiple CMDB classes, non-CMDB tables, and that can
involve many CIs that are connected by different relationships.
Additional role requirement: cmdb_query_builder_read
Create: New Technical Service
Additional role requirement: service_admin
Insights view in CMDB Workspace

Use the Insights view in CMDB Workspace to see and increase the level of
adoption of key CMDB features and application services to improve the
overall health of the CMDB. Explore how tools and features can maximize
the health and efficiency of your CMDB and use direct links to install and
start using features immediately.
Insights view is available starting with CMDB Workspace v3.4.6.
Access
Role requirement: sn_cmdb_user (CMDB User), or a user role containing

sn_cmdb_user (sn_cmdb_admin, sn_cmdb_editor).

associated.
To access the Insights view, navigate to Workspaces > CMDB Workspace

and then select Insights in the CMDB Workspace menu bar.
The Insights view includes the following tiles:
• CMDB feature adoption
• CMDB performance insights
• Application services
• Cloud vs Non-cloud resources
CMDB feature adoption

Shows dial charts for the overall adoption levels of all three categories of
CMDB tools and features:
Data ingestion
Tools and features that support and ensure ingestion of high-quality data
into the CMDB.
Data governance
Tools and features that let you manage the CMDB data after it has been
ingested.
Search and analytics
Tools and features that provide meaningful and helpful insights into the
CMDB data.
Select each dial chart in the tile to access its tab and associated
cards with further details about the features in the category. Pay special
attention to categories with low levels of adoption and those features
that aren't yet implemented in the instance and which you should
consider for adoption.
Each category tab shows cards for the features in the category and the
following general cards:
• Overall adoption level for the tab: The calculated overall level of
adoption for the tab. Calculations are specific for each tab, and can
be based, for example, on the level of adoption of some or all the
features in the tab.

associated.
• Adoption progress: Installation, activation, or usage status per feature in

the tab. Select a feature link to access a relevant resource such as the
feature's landing page with an overview dashboard or an installation
location.
Depending on adoption level, a card might contain any of the following

resource links:
• Learn more: Link to documentation to learn and explore the benefits

and usage of the feature.
• View demo: Link to a short demo about the feature.
• Get started: Link to a landing page where you can start immediately
utilizing the feature.
• Install app: Link to the ServiceNow Store where you can immediately
install the app.
Cards use different methods to examine the instance and determine

if the card's feature is installed, activated, and being used. For
example, some cards check for the installation status of plugins
and some cards rely on data in the specific feature tables. Many
counts and aggregation data that appear on cards is based on
Performance Analytics indicators built on top of the Base Aggregate
Data [sn_cmdb_ws_base_aggregate_data] table.
• If the result is that the card's feature is installed or being used, then the
card shows charts and counts about the level of usage. In which case,
the card's label might slightly adjust.
• If the result is that the card's feature isn't installed or isn't in use, then links
are provided to resources where you can explore, install, and start using
the feature.
Most of the cards scheduled jobs run every 24 hours, therefore,

depending on the type of data, some card data is based on recent but
not current data. The Last updated timestamp in the cards reflects the
collection time for the data that was used for the card. Also, immediately
after getting started with a feature, a card won't reflect on the latest
status or usage of the feature, until up to 24 hours when the card's
scheduled job runs (for the CIs processed by IRE based on source card,
the associated scheduled job, CMDB Workspace - Populate aggregates
Monthly, runs monthly).

associated.
The following sections provide details for each card, including the
calculation script used for the card.
CMDB feature adoption: Data ingestion

The overall adoption level for data ingestion maps to the following
findings in the instance:
• Low (red): Less than 80% of CIs are processed by Identification and
Reconciliation Engine (IRE)
• Moderate (amber): 80—90% of CIs are processed by IRE
• High (green): Over 90% of CIs are processed by IRE
Data ingestion contains the following features and aggregations:
CIs processed by IRE
Determines the percentage of CIs that are processed by IRE, by

checking the Source [sys_object_source] table. CIs that aren't processed
by IRE introduce a data integrity risk.
The percentage of CIs that are being processed by IRE determines both,
the level of adoption for this feature card and the overall adoption level
for the entire data ingestion category.
Service Graph Connectors
Determines the installation and usage status of Service Graph

Connectors, by checking:
• If the ITOM Licensing plugin (com.snc.itom.license) is active
• If there is at least one Service Graph Connector installed in the instance
If Service Graph Connectors are installed and are in use, then the card
shows a count of those connectors.
Note: The count of Service Graph connectors that appears on the

card might be slightly different than the number of connectors that
show on the ServiceNow Store site because the counting methods
that are used are different.

associated.
IntegrationHub ETL
Determines whether the IntegrationHub ETL store app is installed and

used, based on records in the CMDB Integration Studio Application Data
Sources [cmdb_inst_application_feed] table. If IntegrationHub ETL is in
use, then the card shows a count of ETL transform maps in IntegrationHub
ETL (demo ETL transform maps aren't counted).
Select View ETL transform maps to open IntegrationHub ETL where you
can examine existing ETL transform maps and create new ones.
CIs processed by IRE based on source
Chart showing CIs processed by IRE, grouped by Service Graph

Connectors, ServiceNow Discovery, a combination of both, and others,
for the past six months.
The following discovery sources are counted as ServiceNow Discovery:
• ServiceNow
• ServiceWatch
• ACC-Visibility
• AgentClientCollector
• CredentiallessDiscovery
Point to the chart to show monthly aggregation data.
This card is hidden if there are no CIs processed by IRE.
CMDB application for APIs and CLI
Determines whether the CMDB application for APIs and CLI store app is
installed.
This card appears only if the store app isn't installed, providing helpful
resources for exploration and adoption.
CMDB feature adoption: Data governance

The overall adoption level for data governance maps to the following

associated.
• Low (red): Less than 33% of features are used
• Moderate (amber): 33—66% of features are used
• High (green): Over 66% of features are used
The overall level of adoption of data governance is based on whether

CMDB Data Manager features are used.
Note: Historical data might not be available for all past 90 days
because CMDB Workspace version 3.4, which relies on Performance
Analytics indicators to collect and save historical usage data, was
deployed less than 90 days ago. This situation might result in a
discrepancy between actual usage and what the card shows.
CMDB Data Manager/CIs used in Data Manager policies
Determines usage by checking if either of the following conditions is true:
• There are any user-created Delete, Retire, or Archive policies

(by searching table CMDB Data Manager Policy and Attributes
[cmdb_data_manager_policy_and_attributes])
• There are any CIs processed by these user-created Delete,

Retire, or Archive policies, in the last 90 days (by
searching table CMDB Data Management Policy Executions
[cmdb_data_management_policy_execution])
If CMDB Data Manager is in use, shows a chart with CIs that were
processed by these policies in the past six months, by month, and by
policy type.
Data attestation/CIs used in data attestation
Determines usage by checking if either of the following conditions is true:
• There are any user-created Attestation policies (by

searching table CMDB Data Manager Policy and Attributes
[cmdb_data_manager_policy_and_attributes])
• There are any CIs processed by these user-created Attestation policies,

in the last 90 days (by searching table CMDB Data Management Policy
Executions [cmdb_data_management_policy_execution])

associated.
If data attestation is in use, shows a chart with CIs that were processed by
attestation policy tasks in the past six months, by month.
Data synchronization
Checks if there is at least one class for which the managed_by_group

attribute is globally set so that all class CIs are synchronized on the same
value.
For information about synchronizing group assignment attributes using the

CI Class Manager, see Set the group for a CI or an entire class of CIs.
The Data synchronization card is available starting with CMDB Workspace

v3.6.
Principal classes
Checks if the Principal Class filter is configured with at least one principal
class. The Principal Class filter limits the number of CIs that appear in list
views, to show only CIs of principal classes. Reducing the amount of data
in list views to only relevant data, improves performance and efficiency.
For more information about managing the Principal Class filter in CI Class
Manager, see Update the list of classes in the Principal Class filter.
The Principal class card is available starting with CMDB Workspace v3.6.
CMDB feature adoption: Search & analytics

The overall adoption level for search & analytics maps to the following
• Low (red): Less than 33% of features are used
• Moderate (amber): 33—66% of features are used
• High (green): Over 66% of features are used
Search & analytics contains the following features and aggregations:
CMDB Query Builder/Query Builder queries
Determines if the CMDB Query Builder is in use, by checking if either of the

following conditions is true:

associated.
• There are any records in the Saved Queries [qb_saved_query] table in

which Source is QB
• There are any queries executed or queries executed with reports, in the
last 90 days
Note: Historical data might not be available for all past 90
days because CMDB Workspace version 3.4, which relies on
Performance Analytics indicators to collect and save historical
usage data, was deployed less than 90 days ago. This situation
might result in a discrepancy between actual usage and what the
card shows.
If CMDB Query Builder is in use, shows a chart with counts of query

executions and query executions in reports, for the past six months, by
month.
Point to the chart to see monthly aggregation data.
Intelligent search
Determines if Intelligent Search for CMDB is in use by checking the

NLQ Query Logs [nlq_query_log] table for any records where source is
CMDB_WS, from the past 90 days. If Intelligent Search is in use, shows
counts of Intelligent Search queries for the past six months, by month.
Note: Historical data might not be available for all past 90 days
because CMDB Workspace version 3.4, which relies on Performance
Analytics indicators to collect and save historical usage data, was
deployed less than 90 days ago. This situation might result in a
discrepancy between actual usage and what the card shows.
CMDB 360 — Records in Multisource
Total number of raw CMDB 360 records in the CMDB 360 data store that
contains records for each discovery source report, per each CI attribute.
This card is identical to the Total CMDB 360 records card in the Discovery
Sources tile in the CMDB 360 view.
This card appears only if CMDB 360 is enabled, which

is determined by checking the ITOM Discovery License
(com.snc.itom.discovery.license) plugin and the system property
glide.identification_engine.multisource_enabled.

associated.
CMDB 360 queries
Count of CMDB 360 queries that exist in the CMDB Multisource Queries
[cmdb_multisource_query] table.
This card appears only if CMDB 360 is enabled, which

is determined by checking the ITOM Discovery License
(com.snc.itom.discovery.license) plugin and the system property
glide.identification_engine.multisource_enabled.
CMDB Data Foundation dashboard
Determines if the CMDB and CSDM Data Foundations Dashboards store

app (which includes the CMDB Data Foundation dashboard) is installed.
This card appears only if the store app isn't installed, providing helpful
resources for exploration and adoption. However, the feature is still
included in calculating the search & analytics overall level of adoption.
CMDB Health Dashboard
Determines if CMDB Health is in use by checking if at least one CMDB

Health Dashboard job is enabled.
This card appears only if the feature isn't in use, providing helpful
resources for exploration and adoption. However, the feature is still
included in calculating the search & analytics overall level of adoption.
CMDB performance insights
CMDB performance insights is available starting with CMDB Workspace

v3.6 and only appears for users with the sn_cmdb_admin (CMDB Admin)
role.
CMDB performance insights helps you understand the ways in which

your configurations impact the performance of your CMDB. You can use
the charts and tools within CMDB performance insights to troubleshoot,
debug, or diagnose performance issues. CMDB performance insights also
analyzes your CMDB and Service Graph Connectors on your instance to
generate recommendations on how you can improve the performance
of your CMDB. The CMDB performance insights tile itself can show up to
two of those recommendations.

associated.
Select View performance insights to access the CMDB performance

insights data.
The Payloads & CIs tab contains the following tiles:
Partial payloads
Partial payloads occur when the data source didn't provide enough
information to uniquely identify the CI, preventing IRE from processing the
CI.
• Total partial payload count:
Shows the total number of partial payloads that exist in your instance.
Large numbers of partial payloads in your instance can cause
performance deterioration of the CMDB.
For more information about partial payloads, see Identification and

Reconciliation engine (IRE).
• Discovery source:
Breaks down the number of partial payloads by discovery sources. You

can drill down on slices in this pie chart to see the list of partial payloads
with errors, filtered by discovery source.
You can drill down on specific partial payloads to better understand

the error that you're experiencing. When you drill down on a partial
payload, you can see the full payload item, which you can review to
troubleshoot and address the specific errors.
For more information about error types, see Generate and simulate
payload execution using identification simulation.
Related records
Data about related records that are missing references. A record is

missing a reference when the Referenced field for that record is empty.
• Related records missing reference:
Shows the total number of records that do not reference a CI in the

Referenced field in the Related table. You can see a full list of the
Related tables and the associated Referenced fields in the Related
Entries [cmdb_related_entry] table.

associated.
For more information about Related tables, see Configuration

Management and the CMDB.
• Related records missing reference by table:
Breaks down the number of CMDB records missing references, by table.

You can drill down on slices in this chart to see the list of specific records
filtered by table.
Before you can drill down on a slice of this pie chart, you must have any
user roles required to view the table.
You can also select New from the list view to create a new related
entry table record. For more information about creating or editing
a related entry table record, see Edit a related table from CMDB
performance insights.
Duplicate and stale CIs
A CI is flagged as duplicate during identification and reconciliation. A CI

is flagged as stale if it has not been updated within the Effective Duration
time period specified in the CMDB Health staleness rule for the CI class.
• CIs:
Shows the number of CIs that are either duplicate or stale.
• Stale records by class:
Breaks down the number of stale CIs based on the CI class. You can
drill down on slices in this pie chart to see the list of specific CI records
filtered by class.
For more information about stale CIs, see CMDB Health KPIs and
metrics.
• Duplicate records by class:
Breaks down the number of duplicate CIs based on the CI class. You
can drill down on slices in this pie chart to see the list of specific CI
records.
For more information about duplicate CIs, see Duplicate CIs.

associated.
Relationship records missing parent or child
Shows the trend line and number of relationship records in the CI

Relationships [cmdb_rel_ci] table that are missing a parent or child CI.
CIs that are missing a parent or child are considered invalid records and
can have a performance impact on your instance.
Recommendations
Recommendations on this panel include a link to the related

documentation and typically enable direct access to the associated
tool, feature, or system property. Expand or minimize the panel by
selecting the light bulb icon.
The first two recommendations appear on the CMDB performance

insights tile of the Insights view.
You can only see a recommendation if you have the roles

needed to access the feature, tool, or system property. Users
with the sn_cmdb_admin role can hide recommendations or adjust
the order in which recommendations appear. Users can use the
Active and Order fields in the CMDB WS Imp Action Card
Config [sn_cmdb_ws_imp_action_card_config] table to configure those
elements.
The Service Graph connectors tab contains the following tiles:

Note:
• The Service Graph connectors tab only appears if your instance

has at least one Service Graph Connector and you have the
cmdb_inst_admin role.
• To edit data source or scheduled data import records from

CMDB Workspace, you may need to set Application scope to the
Application of the data source or data import.
Connectors data source
Configurations on your Service Graph Connector data sources affect

the ingestion and processing of incoming data. Changing your Service
Graph Connector data source configurations can streamline data

associated.
handling, making your CMDB more efficient and reducing impacts on

the performance of your instance.
• Sources with batch processing turned off:
Shows the percentage of Service Graph Connector data sources in the

Data Sources [sys_data_source] table with disabled Use Batch Import.
It also lists the total number of data sources, and the number of data
sources with enabled or disabled batch processing.
To enable batch processing, access the record of a specific data

source from the list view and select Use Batch Import. For more
information about batch processing, see Data source fields.
You can also select Edit to update a data source from the list view. For
more information about editing a data source, see Edit a data source
from CMDB performance insights.
• Sources with concurrent import turned off:
Shows the percentage of scheduled data imports of Service

Graph Connector data sources in the Scheduled Data Imports
[scheduled_import_set] table with Concurrent Import turned off. It also
lists the total number of scheduled data imports, and the number of
scheduled data imports with Concurrent Import turned on or off.
To enable concurrent import, access the record of a specific

scheduled data import from the list view and select Concurrent Import.
For more information about concurrent import, see Concurrent imports.
You can also select Edit to update a scheduled data import from the
list view. For more information about editing a scheduled data import,
see Edit a scheduled data import from CMDB performance insights.
• Sources with non-custom size partition method:
Shows the percentage of scheduled data imports of Service

Graph Connector data sources in the Scheduled Data Imports
[scheduled_import_set] table that use a non-custom size partition
method. It also lists the total number of scheduled data imports, and
the number of scheduled data imports that use a non-custom size
partition method.

associated.
To use a custom size partition method, access the record of a specific

scheduled data import from the list view. Ensure that Concurrent Import
is selected. From the Partition Method drop-down menu that appears,
select Custom size. For more information about partition methods, see
Schedule a data import.
You can also select Edit to update a new scheduled data import from
the list view. For more information about editing a scheduled data
import, see Edit a scheduled data import from CMDB performance
insights.
Connectors execution trends
Aggregates Service Graph Connectors with outlier connector executions,

where the number of imported rows or the rate of processing is
significantly higher or lower than the 30-day trend.
• Connectors with processing rate outliers:
Shows the number of Service Graph Connectors that are considered

outliers with connector execution processing rates outside the
expected trend lines within the past 30 days.
• Connectors with import count outliers:
Shows the number of Service Graph Connectors that are considered

outliers with connector execution import counts outside the expected
trend lines within the past 30 days.
You can drill down the cards in the Connectors execution trends tile to
access the Service Graph connector execution trends window. In that
windows, a Service Graph Connector is available in the connectors drop-
down menu only if it has an execution record.
Click the tabs on the Service Graph connector execution trends window
to view the following charts and the Connector Execution list view of
executed connector import sets:
• Processing rate:
Models the trend line of processing rates for connector executions.

Shows the rate at which a connector processes rows of data over a
period of time.

associated.
There are two zones, which are the Confidence Band and
the Prediction Band. Service Graph Connectors with connection
executions that have processing rates outside of the Prediction Band
are considered outliers. These zones don't appear when you select
more than one Service Graph Connector.
• Import count:
Models the trend line of rows processed for connector executions.

Shows the number of rows a connector processes over a period of time.
There are two zones, which are the Confidence Band and the
Prediction Band. Service Graph Connectors with connector executions
that have import row counts outside of the Prediction Band are
considered outliers.
On both charts, you can select outlier and non-outlier Service Graph
Connectors to see the trend lines against each other.
For more information about processing data with Service Graph

Connectors, see Service Graph Connectors.
Application services (Application Services Dashboard)
Shows a chart with a count of application services in your organization,

based on records in the Application Services [cmdb_ci_service_auto]
table. The chart shows the trend of total number of application services
per day, for the past seven days. Use the Application Services Dashboard
to monitor the adoption level and health of application services.
Note: Some population methods for application services are

available only with Service Mapping and therefore won't appear in
the tile if Service Mapping isn't installed.
Select the chart to access the tile tabs and their cards with further
details. Pay special attention to application services that aren't fully
configured and are missing data. Reduce the number of incomplete
application services by editing application services and populating any
empty attributes.
Select any card to drill down to the list view of the respective application
services.

associated.
The Overview tab shows the following aggregations:
• Total application services: Count of all application services.
• Population method defined: Count of application services for which a

population method is specified.
• Population method not defined: Count of application services for

which a population method isn't specified.
• Application services types: Chart of application services by population

methods such as Dynamic CI Group and Manual, including application
services without a population method (Empty). The chart includes
business services that were converted to application services.
• Application services missing data: Chart of application services by key

data, such as service offering and owner, that is missing.
The Application service coverage tab contains the following tiles and
cards:
• Application Servers
• Total servers: Total number of application servers.
• Servers not in application service: Count of application servers which

aren't in any application service.
• Servers not in an application service: Chart of application servers

which aren't in any application service, by class.
• Databases
• Total databases: Total number of databases
• Databases not in application service: Count of databases which

aren't in any application service.
• Databases not in an application service: Chart of databases which

aren't in any application service, by class.
• Hardware Servers
• Total hardware servers: Total number of hardware servers.

associated.
• Hardware servers not in application service: Count of hardware

servers which aren't in any application service.
• Hardware servers not in an application service: Chart of hardware

servers which aren't in any application service, by class.
Note: Application servers, hardware servers, and databases not

included in application services, are counted only up to about
100,000, even if the actual number is over this limit. This number limit is
set by the glide.cmdb.csdm.app_service.max_results property.
Select Owned by, Support group, or Change group to filter the list
of application services that are included in the dashboard, by a key
attribute. A filter doesn't impact counts of application services in which
the respective filter attribute is missing. For example, filtering by Owner,
doesn't change the count of the Missing Owner card.
Cloud vs Non-cloud resources
Charts showing counts and details for resources and application services
that are hosted on various cloud services versus those that aren't.
Resources and application services can be deployed on cloud services
such as the Microsoft Azure Cloud, or on the local instance or other non-
cloud solutions. For some ongoing operations in the organization, it might
be necessary to have those details which can be difficult to obtain.
For details about the charts, see 'Cloud vs Non-cloud resources' in the
CMDB Workspace store app topic.
The Application Services pie chart is available starting with CMDB

Workspace v3.6.
Modify important actions in CMDB Workspace

Modify the appearance order and other properties of the important
action cards that appear on the landing page of the CMDB Workspace.
Before you begin
Role required: sn_cmdb_admin

associated.
About this task
The task cards that appear in the Important tasks tile on the landing
page of the CMDB Workspace, are stored in the CMDB WS Imp Action
Card Config [sn_cmdb_ws_imp_action_card_config] table. You can edit
some attributes of these cards, including the setting that controls whether
a specific card appears at all. Cards in the Important actions tile are
available only for the CMDB Admin [sn_cmdb_admin] and the CMDB
Editor [sn_cmdb_editor] user roles and each is configured per one of
those roles.
There is some overlap in the task cards that appear for a CMDB
Admin and for a CMDB Editor, however, the filters in those task cards
are different. Typically, for CMDB Admins, the card filter also includes
unassigned tasks that a CMDB Admin needs to assign.
Only editing is possible, you can't add or delete action records in this
table.
Procedure
1. Navigate to All.
2. In the navigation filter, enter

sn_cmdb_ws_imp_action_card_config.list.
3. In the list view of the table, edit the table row that you want to
modify or click the row to open the record form.
Field Description
The logged on user (such as

CMDB Admin) for which this card
Persona appears.
You can't edit this field.
Type Tasks group that this task belongs

to, such as Duplicate CIs.

associated.
Field Description
The table used in the card filter.

Table
Determines whether the card

Active for this action appears in CMDB
Workspace.
Numeric value that determines

the order of each card within
the rest of the cards in the
Order Important actions tile. Cards with
lower order numbers appear
before cards with higher order
numbers.
Filters for the tasks that are

Filter condition
included for the card.
Columns that appear in the list

List columns view when you click a card to
show its associated tasks.
Attribute to group by the card's

associated tasks in the card's list
List groupby view. The card's list view appears
when you click a card to show its
associated tasks.
4. Click Update.
Add a quick link to the CMDB Workspace

For an immediate access to tools or data that you need, add your own
quick link to the landing page of the CMDB Workspace.

associated.
Before you begin
Role required: sn_cmdb_admin, sn_cmdb_editor, or sn_cmdb_user
About this task
Quick links are stored in the Quick Links [sn_cmdb_ws_quick_links] table

including those that are included in the base system. Only the user that
added a quick link has access to that link, and can subsequently edit or
delete that added link.
Procedure
1. Navigate to Workspaces > CMDB Workspace.
2. In the Quick links section, click the '+' icon.
3. Enter the URL and Display text for the link and then click Add.
A valid URL must start with "http:" or "https:". To link to a tool in the
instance such as the CI Class Manager, enter the full URL to the tool's
landing page.
4. Click Done.
Result
The new link is available only for the user that created the link, in the
Quick links section in the landing page of the CMDB Workspace.
What to do next
Click on the Edit quick links icon to edit, delete, or reposition an added
link. Then use the up and down arrows to move a link within the list, and
click the Edit icon next to a link that you want to modify or delete from
the list.
Configure datacenters for the Cloud vs Non-cloud

resources chart
The Cloud vs Non-cloud resources chart in CMDB Workspace determines
which CIs and application services are stored on a cloud and which

associated.
aren't in the organization. In addition to base system classifications,

you can add cloud versus non-cloud classifications that reflect specific
datacenter deployments in the organization.
Before you begin
About this task
The Datacenter Types [sn_cmdb_ws_datacenter_type] table stores

datacenter classes with a classification of being used as a cloud storage
or not in the organization. The calculations for the Cloud vs Non-cloud
resources chart in the CI overview tile in CMDB Workspace, reflects on
the datacenters in that table and their classifications.
CIs are counted as non-cloud mainly if either of the following conditions is

met:
• The CI is not associated with any datacenter.
• The CI is associated with a datacenter that is classified as non-cloud in

the Datacenter Types table.
In the base system, the Datacenter Types table contains

several common datacenters. For example, the Azure Datacenter
[cmdb_ci_azure_datacenter) class is classified as 'Cloud'. Therefore, the
Cloud vs Non-cloud resources chart includes in its calculations and bars
the Azure Datacenter [cmdb_ci_azure_datacenter) class.
Procedure
1. Select All.
2. In the Filter navigator, enter sn_cmdb_ws_datacenter_type.list

to access the Datacenter Types table.
3. Click New and fill out the Datacenter Type form for a datacenter that
is used in the organization.

associated.
Field Description
A child class of
the Logical Datacenter
Datacenter class [cmdb_ci_logical_datacenter]
class which is used in the
organization.
Classification that reflects

whether the specified
Type
Datacenter class is being used as
cloud storage or not.
Custom label for the cloud

Cloud Provider
provider.
4. Click Submit.
Resume a disabled scheduled job for the Cloud vs

Non-cloud resources chart
Resume a scheduled job that has been disabled, so that it resumes
data collection for the Cloud vs Non-cloud resources chart in CMDB
Workspace.
Before you begin
Role required: cmdb_query_builder (contained in the sn_cmdb_user,

sn_cmdb_editor, sn_cmdb_admin user roles)
About this task
The Cloud vs Non-cloud resources chart in CMDB Workspace uses several

scheduled jobs that gather and calculate the data for the chart bars
and pies. Each bar in the CI classes chart represents a pair of a
CI class and a storage type (cloud, non-cloud) such as Applications/
Cloud. Each bar is associated with its own scheduled job. When a
scheduled job exceeds its limits of time and amount of collected data,
it is automatically stopped. A job that can't complete for 3 (default)
consecutive days is automatically disabled for future runs.

associated.
Use the following procedure to later resume that disabled scheduled job.
Procedure
1. Click All.
2. In the Filter navigator, enter sysauto_query_builder.list to open

the Scheduled Email of Query Builders table.
3. In the Scheduled Email of Query Builders list view, set Active to true for
the scheduled job you want to resume.
Configure CI classes for the Cloud vs Non-cloud

resources chart
Include or exclude pairs of CI Class/Type in the Cloud vs Non-cloud
resources chart in CMDB Workspace.
Before you begin
About this task
The CMDB Insight Query Categories

[sn_cmdb_ws_insight_query_category] table contains the pairs of CI
Class/Type for the Cloud vs Non-cloud resources chart in the CI overview
tile in CMDB Workspace. The Active setting in a record determines if the
respective CI Class/Type pair appears in the chart. By default, all pairs
are configured to appear in the chart.
A CI Class/Type pair appears or doesn't appear according to its Active

setting and regardless of the status of its associated scheduled job.
Procedure
1. Select All.
2. In the Filter navigator, enter

sn_cmdb_ws_insight_query_category.list to access the CMDB
Insight Query Categories table.

associated.
3. Set Active to true or false for a CI Class/Type pair.

For example, set Active to false for the Applications/Non-cloud pair.
This setting will exclude from the chart all CIs in the Applications class
which are determined to be non-cloud.
Class-specific criteria for the Cloud vs Non-cloud

resources chart
The Cloud vs Non-cloud resources chart provides counts for several key
classes. The chart uses different classes and relationship criteria for each
class to determine which resources count as cloud and which count as
non-cloud.
The Cloud vs Non-cloud resources chart shows in the CI overview tile in

the CMDB Workspace store app.
Virtual Machine Instance [cmdb_ci_vm_instance]:
• Cloud:
Virtual Machine Instance [cmdb_ci_vm_instance] -> (Hosted

on::Hosts) -> Datacenter class (one of the configured cloud
datacenters) -> (Hosted on::Hosts) -> Cloud Service Account
[cmdb_ci_cloud_service-account]
• Non-Cloud:
Virtual Machine Instance [cmdb_ci_vm_instance] -> (Hosted

on::Hosts) -> Datacenter class (one of the configured non-cloud
datacenters)
• Total: Equals the record count in the Virtual Machine Instance

[cmdb_ci_vm_instance] table (unless there are Virtual Machine
Instance records without any relationships)
Server [cmdb_ci_server]:
• Cloud:

associated.
Server [cmdb_ci_server] -> (Virtualized by::Virtualizes) -> Virtual

Machine Instance [cmdb_ci_vm_instance] -> (Hosted on::Hosts)
-> Datacenter (one of the configured cloud datacenters) ->
(Hosted on::Hosts) -> Cloud Service Account [cmdb_ci_cloud_service-
account]
• Non-Cloud:
Server [cmdb_ci_server] -> Virtual Machine Instance

[cmdb_ci_vm_instance] -> Datacenter class (one of the configured
non-cloud datacenters)
OR
Server [cmdb_ci_server] has no relationships with Virtual Machine

Instance [cmdb_ci_vm_instance]
• Total: Equals the record count in the Server [cmdb_ci_server] table

(unless there are Server records without any relationships)
Application [cmdb_ci_appl]:
• Cloud:
Application [cmdb_ci_appl] -> (Runs on::Runs) -> Server

[cmdb_ci_server]-> (Virtualized by::Virtualizes) -> Virtual Machine
Instance [cmdb_ci_vm_instance] -> (Hosted on::Hosts) -> Datacenter
(one of the configured cloud datacenters) -> (Hosted on::Hosts) ->
Cloud Service Account [cmdb_ci_cloud_service-account]
OR
Application [cmdb_ci_appl] -> (Hosted on::Hosts) -> Datacenter class

(one of the configured cloud datacenters)-> (Hosted on::Hosts) ->
• Non-Cloud:
Application [cmdb_ci_appl] -> Server [cmdb_ci_server] -> Virtual

Machine Instance [cmdb_ci_vm_instance] -> Datacenter Datacenter
class (one of the configured non-cloud datacenters)

associated.
OR
Application [cmdb_ci_appl] -> Server [cmdb_ci_server] -> no

relationship with Virtual Machine Instance [cmdb_ci_vm_instance]
• Total: Equals the sum of Cloud + Non-Cloud (not the record count in
the Application [cmdb_ci_appl] table)
Kubernetes Cluster [cmdb_ci_kubernetes_cluster]:
• Cloud:
Kubernetes Cluster [cmdb_ci_kubernetes_cluster -> (Hosted on::Hosts)

-> Datacenter (cloud logical data center) -> (Hosted on::Hosts) ->
• Non-Cloud:
Kubernetes Cluster [cmdb_ci_kubernetes_cluster -> Datacenter (non-

cloud logical datacenter)
OR
Kubernetes Cluster [cmdb_ci_kubernetes_cluster -> no relationship

with -> Datacenter
• Total: Equals the record count in the Kubernetes Cluster

[cmdb_ci_kubernetes_cluster] table (unless there are Kubernetes
Cluster records without any relationships)
Database Instance [cmdb_ci_db_instance]:
• Cloud:
Database Instance [cmdb_ci_db_instance] -> (Runs on::Runs) ->

Server -> (Virtualized by::Virtualizes) -> Virtual Machine Instance
[cmdb_ci_vm_instance] -> (Hosted on::Hosts) -> Logical Datacenter
(one of the configured cloud datacenters)-> (Hosted on::Hosts) ->

associated.
OR
Database Instance [cmdb_ci_db_instance] -> Logical Datacenter

[cmdb_ci_logical_datacenter] (one of the configured cloud
datacenters)-> (Hosted on::Hosts) -> Cloud Service Account
• Non-Cloud:
Database Instance [cmdb_ci_db_instance] -> Server

[cmdb_ci_server] -> Virtual Machine Instance [cmdb_ci_vm_instance]
-> datacenter (non-cloud logical datacenter)
OR
Database Instance [cmdb_ci_db_instance] -> Server

[cmdb_ci_server] with no relationship -> Virtual Machine Instance
[cmdb_ci_vm_instance]
• Total: Sum of Cloud + Non-cloud (can be less than total number of

records, subtracting the badly created records)
Storage Volume [cmdb_ci_storage_volume]:
• Cloud:
cmdb_ci_storage_volume -> (Hosted on::Hosts) -> Logical Datacenter

[cmdb_ci_logical_datacenter] (one of the configured cloud
datacenters)-> (Hosted on::Hosts) -> Cloud Service Account
• Non-Cloud:
cmdb_ci_storage_volume -> Logical Datacenter

[cmdb_ci_logical_datacenter] (one of the configured non-cloud
datacenters)
OR
cmdb_ci_storage_volume -> no relationships with Datacenter

associated.
Cloud Object Storage [cmdb_ci_cloud_object_storage]:
• Cloud:
Cloud Object Storage [cmdb_ci_cloud_object_storage] -> (Hosted

on::Hosts) -> Logical Datacenter [cmdb_ci_logical_datacenter] ->
(Hosted on::Hosts) -> Cloud Service Account [cmdb_ci_cloud_service-
account] (requires CMDB CI Class Models store app)
• Non-Cloud:
N/A (This table can never have non cloud records)
Service Accounts [cmdb_ci_cloud_service_account]:
• Cloud:
datacenter_type attribute is populated with correct datacenter class
• Non-Cloud:
N/A (This table can never have non-cloud records)
Edit a related table from CMDB performance insights

Edit a related table on the Related Entries [cmdb_related_entry]
table directly from the CMDB performance insights tool in the CMDB
Workspace Insights view. Update the related table to correctly reference
another CI in the Referenced field when a reference is missing from the
related table.
Before you begin
Role required: sn_cmdb_admin (CMDB Admin) and any role needed to

access a related table.

associated.
About this task
A record is missing a reference when the Referenced field for that record
is empty. CMDB performance insights enables you to easily edit related
tables that are missing a reference after you drill down on a slice of the
Related records missing reference chart.
You can see the full list of Related tables and associated Referenced
fields in the Related Entries [cmdb_related_entry] table.
Procedure
2. In the CMDB Workspace menu bar, select Insights.
3. On the CMDB performance insights tile, select View performance

insights.
4. Navigate to the Related records tile of the Payloads & CIs tab.
5. Select a slice of the chart in the Related records missing reference by

table card.
6. Select a check box next to a record.
7. Select Edit.
8. Specify applicable CMDB CI references.
9. Select Update.
Related concepts
• Configuration Management and the CMDB
• Insights view in CMDB Workspace
Edit a data source from CMDB performance insights

Edit a data source for your Service Graph Connectors to define what
data an import set should ingest. Consider configuring batch processing
to make ingestion of incoming data more efficient and reduce impacts
on the performance of your instance.

associated.
Before you begin
Role required: sn_cmdb_admin (CMDB Admin) and import_admin.
Procedure

insights.
4. Select the Sources with batch processing turned off card in the
Service Graph connectors tab.
5. On the Data sources list view, select a check box next to a record.
6. Select Edit.
7. Configure the data source.

For more information about data sources, see:
• Create a data source
• Data source fields
8. Select Update.
Edit a scheduled data import from CMDB performance

insights
Edit a scheduled data import directly from CMDB performance insights
for your Service Graph Connectors. Consider enabling Concurrent Import
with a custom size partition to split incoming data into multiple import sets
and transform the import sets concurrently to reduce processing time.
Before you begin
Role required: sn_cmdb_admin (CMDB Admin) and one of these roles:
• import_scheduler
• import_admin

associated.
Procedure

insights.
4. In the Service Graph connectors tab, click the Sources with

concurrent import turned off card or the Sources with non-custom
size partition method card.
5. In the Scheduled Import sets list view, select a check box next to a
record.
6. Select Edit.
7. Configure the scheduled data import.

You may need to change your application scope to create or edit a
scheduled data import from CMDB Workspace.
For more information about updating a scheduled data import, see

Schedule a data import.
8. Select Update.
Related concepts
• Insights view in CMDB Workspace
Components installed with CMDB Workspace

Several types of components are installed with the activation of the
CMDB Workspace (sn_cmdb_ws) plugin, including properties, tables, user
roles, and scheduled jobs.
Note: The Application Files table lists the components that are
installed with this application. For instructions on how to access this
table, see Find components installed with an application.

associated.
In addition, the CMDB Workspace plugin adds the CMDB Group type
'CMDB Workspace'.
Properties installed
The following properties are installed by the Configuration Management

(CMDB) (com.snc.cmdb) plugin which is included in base systems.
Shows/hides the My CIs section

of CI Overview on the CMDB
Workspace landing page, for users
with sn_cmdb_editor role.
sn_cmdb_ws.ci_overview.manage
d_by_me.enabled • Type: true | false
• Default: true

Shows/hides the Total CIs section

on the CMDB Workspace landing
page.
sn_cmdb_ws.total_cis.enabled • Type: true | false
• Default: true

Number of days after which if one

sn_cmdb_ws.ms.discovery_source_
or more discovery sources stop
not_reporting_max_days
reporting CIs, that CI is included in
the CIs not reported by discovery

associated.
sources chart in the CMDB 360
view.
• Type: integer
• Default: 7
• Location: Navigate to
Workspaces > CMDB Workspace
and then select CMDB 360.
Select Settings and configure
Number of days since CIs were
last discovered by a discovery
source in the Potential issues
section.
• Learn more: Configure the CMDB

360 dashboard.
Maximum number of record that

appears as list views when drilling
down from the following charts:
• CIs not reported by discovery

sources
• Data mismatch
• CIs by number of discovery

sources
sn_cmdb_ws.ms.report_max_limit
• CIs with a single source
Details:
• Type: integer
• Default: 100,000
• Location: Navigate to
Workspaces > CMDB Workspace
and then select CMDB 360.

associated.
Select Settings and configure
Maximum number of records to
process in the Global section.
• Learn more: Configure the CMDB

360 dashboard.
Initial default number of levels from

the home node, up and down
the CMDB hierarchy, to show on
a map. Up the hierarchy goes
from all parents to their parents up
to the specified level. Down the
hierarchy goes from all children to
their children up to the specified
level.
sn_cmdb_ws.unifiedmap.map_sea
rch_filter.default_levels • Type: integer
• Default: 3

Editing affects all users and

requires the sn_cmdb_admin user
role.
Maximum number of levels from

the home node, up and down
the CMDB hierarchy, to show on
a map. Up the hierarchy goes
from all parents to their parents up
sn_cmdb_ws.unifiedmap.map_sea
to the specified level. Down the
rch_filter.max_levels
hierarchy goes from all children to
their children up to the specified
level.
• Type: integer

associated.
• Default: 25

Editing affects all users and

requires the sn_cmdb_admin user
role.
Roles installed
The following roles are installed by the Configuration Management

(CMDB) (com.snc.cmdb) plugin which is included in base systems. These
roles are required for access and interaction with the CMDB Workspace,
and are included for completeness.
Role title [name] Description Contains roles
Provides full access

to CMDB data, tools,
and UIs within CMDB •
Workspace. A CMDB data_manager_adm
CMDB Admin Admin, for example, in
sets policies in the CI
• canvas_admin
[sn_cmdb_admin] Class Manager and
application service
• sn_cmdb_editor
requirements. CMDB
Admin provid es the • cmdb_ms_admin
highest level of access
to the CMDB.
Provides access to
CMDB records within
CMDB Editor CMDB Workspace.
A CMDB Editor has • sn_cmdb_user
[sn_cmdb_editor] writing privileges to
CMDB Data Manager • cmdb_ms_editor
tasks and to CIs but
can't change policies

associated.

such as in the CMDB
Data Manager or in
the CI Class Manager.
Provides read-only
CMDB User access to the CMDB • canvas_user
data and to basic UIs
• data_manager_user
[sn_cmdb_user] such as CMDB reports
and dashboards within • cmdb_ms_user
CMDB Workspace.
Provides full access

Multisource CMDB
to data, dashboard
Admin
configurations, and
cmdb_ms_editor
queries related to
[cmdb_ms_admin]
Multisource CMDB and
CMDB 360.
Multisource CMDB Provides access to

Editor CMDB 360 records
and enables users to cmdb_ms_user
[cmdb_ms_editor] create and edit CMDB
360 queries.
Provides read-only
access to multisource
data, CMDB 360
Multisource CMDB User
queries, and to
related UIs such as cmdb_read
[cmdb_ms_user]
CMDB 360 reports
and dashboards, and
Multisource Report
Builder.

associated.
Scheduled jobs installed
Scheduled job Description
Updates the information in all the

CMDB Workspace Collection 7-Day Activity charts such as the CI
Activity in Last 7 Days chart.
Runs daily to calculate the

Multisource Dashboard Analytics aggregate statistics of CMDB 360
Population data and populates the CMDB 360
dashboard landing page.
Collects CMDB 360 data and then

invokes the Multisource Dashboard
Multisource Dashboard Collection
Analytics Population scheduled
job.
Demo job that populates CMDB

360 tables with simulated data,
Multisource Dashboard Data
to showcase the CMDB 360
Generator ( Demo data)
dashboard landing page. Runs on
demand.
Runs every 30 minutes to collect

insight – cloud non-cloud
data for the Cloud and non-cloud
aggregate
resources chart.
Collects cloud data for the

Insight - Cloud Applications
cmdb_ci_appl table.
Collects non-cloud data for the

Insight - Non-cloud Applications
cmdb_ci_appl table.

Insight - Cloud Object Storage cmdb_ci_cloud_object_storage
table.

Insight - Cloud Service Account cmdb_ci_cloud_service_account
table.

associated.

Insight - Cloud DB Instances
cmdb_ci_db_instance table.

Insight - Non-cloud DB Instances
cmdb_ci_db_instance table.

Insight - Cloud Kubernetes Cluster
cmdb_ci_kubernetes_cluster table.
Insight - Non-cloud Kubernetes Collects non-cloud data for the

Cluster cmdb_ci_kubernetes_cluster table.

Insight - Cloud Servers
cmdb_ci_server table.

Insight - Non-cloud Servers
cmdb_ci_server table.

Insight - Cloud Storage Volume
cmdb_ci_storage_volume table.
Insight - Non-cloud Storage Collects non-cloud data for the

Volume cmdb_ci_storage_volume table.

Insight - Cloud VM Instances
cmdb_ci_vm_instance table.

Insight - Non-cloud VM Instances
cmdb_ci_vm_instance table.
Runs daily to collect the latest

data from the instance for cards
such as the CI Summary chart
CMDB Workspace – Populate in the CMDB Workspace landing
aggregates Daily (Renamed from page, and the following cards in
CMDB Workspace - Group and the Insights view:
Encoded Query Counts)
• CIs processed by IRE
• CIs used in Data Manager

policies

associated.

• CIs used in data attestation
• Query Builder queries
• Intelligent search
Populates the Base Aggregate

Data
[sn_cmdb_ws_base_aggregate_d
ata] table with the collected data.
Once collection completes,

invokes the CMDB Workspace
Aggregates Daily Collection
scheduled job.
Runs monthly to collect data from

the instance for the 'CIs processed
by IRE based on source' card in
CMDB Workspace – Populate
the Insights view. Once collection
aggregates Monthly
completes, invokes the CMDB
Workspace Aggregates Monthly
Collection scheduled job.
A Performance Analytics job that

stores the latest data generated
by the CMDB Workspace
CMDB Workspace Aggregates
– Populate aggregates Daily
Daily Collection
scheduled job. The stored data is
then shown in respective cards in
the Insights view.

stores the latest data generated
by the CMDB Workspace –
CMDB Workspace Aggregates
Populate aggregates Monthly
Monthly Collection
scheduled job. The stored data is
the Insights view.

associated.
Supports demo data for CMDB

Workspace charts in various views
such as the Home view.
[Demo] — CMDB Workspace
Collection Installed only if Load demo data
was checked when the CMDB
Workspace store app was installed
or upgraded.
Activates demo data for CMDB

Workspace charts in views such as
the Insights view, and CMDB 360
view (if CMDB 360 is enabled).
Populates the Base Aggregate
Data
ata] table with random numbers
[Demo] — CMDB Workspace
that illustrate trend lines in charts in
demo data
the Home and Insights views. It
then runs demo data collection
scheduled jobs.
Installed only if Load demo data

was checked when the CMDB
Workspace store app was installed
or upgraded.

supports demo data for CMDB
[Demo] CMDB Workspace
such as the Insights view and
Aggregates Daily Collection
which is installed only if Load
demo data was checked when
the CMDB Workspace store app
was installed or upgraded.

associated.

Stores the demo data generated
by the CMDB Workspace
– Populate aggregates Daily
scheduled job. The demo data is
the Insights view.

supports demo data for CMDB
such as the Insights view and
which is installed only if Load
demo data was checked when
the CMDB Workspace store app
[Demo] CMDB Workspace
was installed or upgraded.
Aggregates Monthly Collection
Stores the demo data generated
by the CMDB Workspace –
Populate aggregates Monthly
scheduled job. The demo data is
the Insights view.
Collects historical data (past 30

days) for some indicators such as
the Integration outliers.
CMDB Workspace Collection On
Demand With Lookback
Runs automatically during install or
upgrade and isn't configured with
any recurring schedule.

associated.
Tables installed
Table Description
CMDB Group Metadata

CMDB group data with count of
CIs in each group.
[sn_cmdb_ws_group_metadata]
CMDB Group Query Metadata

Encoded queries with count of CIs
[sn_cmdb_ws_group_query_metad in each encoded query subgroup.
ata]
Sample searches that appear

NLQ Sample Search
when selecting the search box
of an Intelligent Search for CMDB
[sn_cmdb_ws_nlq_sample_search]
widget.
References the actual tables

NLQ Sample Search Table
associated with sample searches
that appear when selecting the
[sn_cmdb_ws_nlq_sample_search_
search box of an Intelligent Search
table]
for CMDB widget.
Tables with ambiguous names

that should be excluded from
NLQ Excluded Table Intelligent Search. These tables
won’t appear in suggestions, and
[sn_cmdb_ws_nlq_excluded_table] other tables with similar names
are given higher priority in search
results.
Configuration of appearance and

behavior of Important action
cards that appear on the
Important Actions Configuration
landing page of the CMDB
Workspace. Editing in this table is

associated.
Table Description
accessible only to users with the
sn_cmdb_admin role. Authorized
[sn_cmdb_ws_imp_action_card_c users can modify attributes of an
onfig] important action such as Active
and Filter conditions, but can't
modify the Type, Persona, and
Table attributes.
Quick Links
Quick links that appear on the
CMDB Workspace landing page.
[sn_cmdb_ws_quick_links]
CIs grouped by the number

CIs by Number of Sources of discovery sources they were
discovered by. Records appear as
[sn_cmdb_ws_ms_cis_by_number_ a list view when clicking on the
of_sources] CIs by number of discovery sources
bar chart in the CMDB 360 view.
CIs reported by only one discovery

CIs With a Single Source
source. Records appear as a list
view when selecting the CIs with a
[sn_cmdb_ws_ms_cis_with_single_s
single discovery source chart in the
ource]
CMDB 360 view.
Class configuration settings such

as class selections and weights,
that CMDB Admins can modify
CMDB Workspace Multisource
from the CMDB 360 view. Used
Class Metadata
by CMDB 360 analytics population
queries to store a sample set of
[sn_cmdb_ws_ms_class_metadata]
coverage data for the CIs by
number of sources and CIs with a
single source drill-downs cards.
Data mismatch records found

from attribute discrepancies from
Multisource Data Mismatch
various data sources. Records
Records
appear as a list view when

associated.
Table Description
[sn_cmdb_ws_ms_data_mismatch] selecting the Data mismatch chart

in the CMDB 360 view.
Data mismatch settings, such as

the selection of classes, attributes,
conditions, and weights, that
CMDB Workspace Multisource
CMDB Admins can modify in
Data Mismatch Configurations
the CMDB 360 view. Used by
CMDB 360 analytics population
[sn_cmdb_ws_ms_data_mismatch_
queries to store a sample set
config]
of data mismatch records in the
sn_cmdb_ws_ms_data_mismatch
table.
Data for when one or more

discovery sources stop reporting
CIs after the specific X number of
days (X can be set in the CMDB
Discovery sources not reporting CIs
360 view and is stored in the
sn_cmdb_ws.ms.discovery_source_
[sn_cmdb_ws_ms_discovery_sourc
not_reporting_max_days system
es_not_reporting]
property). Records appear as a list
view when selecting the CIs not
reported by discovery sources
chart in the CMDB 360 view.
Multisource Workspace Settings

Weight type (automatic or
Weight Type
manual) for data mismatch and
coverage settings in CMDB 360
[sn_cmdb_ws_ms_settings_weight_
view.
type]
Classifications of datacenter
classes which are considered
Datacenter Types
cloud or non-cloud in the
organization, which is used for the
[sn_cmdb_ws_datacenter_type]
Cloud and non-cloud resources
chart.

associated.
Table Description
CMDB Insight Query Categories

Class categories and their status
for inclusion in the Cloud and non-
[sn_cmdb_ws_insight_query_categ
cloud resources chart.
ory]
Legacy table for storing data

for the Cloud and non-cloud
resources chart.
CMDB Insight Data
Starting with CMDB Workspace
[sn_cmdb_ws_insight_data] version 3.4, the CMDB Product
Insight Data
[sn_cmdb_ws_product_insight_dat
a] table is used instead.
Aggregation data for CMDB

Workspace cards and parent
table to other aggregation tables.
When processing for a count
completes, State of the existing
Base Aggregate Data
record for that count is set to
retired and a new record for that
count is created with the updated
ata]
count value. Cards in CMDB
Workspace views show values only
for counts where State = ready.
Read only.
Details about all Service Graph

Service Graph Connector
Connectors that are currently
available in the ServiceNow Store
[sn_cmdb_ws_service_graph_conn
(excluding any Innovation Lab
ector]
connectors). Data is used to
provide a current count for the

associated.
Table Description
Service Graph Connectors card in
the Insights view.
Read only.
Start and end values for different

ratings of a category. For
example, start and end values
Rating Configuration for low, moderate, and high
adoption level ratings for the
[sn_cmdb_ws_rating_config] data governance category in the
Insights view.
Read only.
Metadata of the feature card for

Feature Category most of the features at CMDB
Workspace level.
[sn_cmdb_ws_feature_category]
Read only.
Aggregated count for each class

CMDB Product Insight Data
and datacenter class, used for
cards in the Insights view.
[sn_cmdb_ws_product_insight_dat
a]
Read only.
Runtime attributes related to

Feature Category Runtime
performance insights, that can
Attributes
be used when running various
scheduled jobs.
[sn_cmdb_ws_feature_category_ru
ntime_attribute]
Read only.

associated.
Table Description
Integration outlier information

related to performance insights.
Integration Aggregate Data
Details for each Integration with
execution records which contain
[sn_cmdb_ws_integration_aggreg
processing rate or rows outliers.
ate_data]
Read only.
Extracted partial payload

information related to
Partial Payload Items performance insights. Includes
discovery source, error, and class,
[sn_cmdb_ws_partial_payload_ite associated with each partial
m] payload item.
Read only.
Application services details such as

classification (cloud vs. non-cloud,
Application Service Insights Data
hybrid, or unknown) and count of
CIs associated with the application
[sn_cmdb_ws_app_svc_insight_dat
service.
a]
Read only.
Set of extended properties, per

class, that appear in the Attributes
Table Attributes pane in the contextual side panel
for a selected CI in Unified Map.
[sn_cmdb_ws_node_map_table_at
tributes] For more information, see
Configure extended properties for
a class.

associated.
Table Description
Categorization and order of

related items, per class, that
appear in the Related items pane
Node Map Related Items
in the contextual side panel, in CI
badges, and in timelines. Applies in
[sn_cmdb_ws_node_map_related_
Unified Map.
item]
For more information, see
Configure related items.
Reference relationships that

Node Map References appear as a dotted line
relationship in Unified Map.
[sn_cmdb_ws_node_map_referenc
e] For more information, see
Configure map references.
Maps ServiceNow platform UI

Builder (UIB) icon values (for
Class Icons
example 'serverbox-outline') to
CMDB class display names that
[sn_cmdb_ws_class_icon]
they are used for (for example
'Network Disk') in Unified Map.
Class profiles that include default

filters and some Unified Map
settings, per class. A class profile
Node Map Profiles is applied if no filter preset is in
effect, to the initial map and when
[sn_cmdb_ws_node_map_profiles] setting the filter preset to Default
view.
Specifying a class profile can

be especially useful for Service

associated.
Table Description
Mapping data with the Mapped
Application Service class.

Configure class profiles.
CMDB Identification and Reconciliation

The Identification and Reconciliation module provides a centralized
framework for identifying and reconciling data from different data
sources. It helps maintain the integrity of the CMDB and some non-CMDB
tables when multiple data sources are used to create and update CI
records.
The use of multiple data sources increases the risk of introducing

inconsistencies through duplicate records. To maintain the integrity of the
database, it is important to correctly identify CIs and services so that new
records are created only for CIs that are truly new.
The Identification and Reconciliation Engine (IRE) helps maintain the data
integrity as follows:
• Prevent duplicate CIs by uniquely identifying CIs using sets of

identification rules
• Reconcile CI attributes by allowing only authoritative data sources to

write to the CMDB or to a supported non-CMDB table
• Reclassify CIs
• Provide a centralized framework to perform identification and

reconciliation across different data sources
Data sources such as ServiceNow Event Management, Horizontal

Discovery, Import Sets, Cloud Insights, Pattern Discovery, and Manual
Entry, use IRE APIs to perform CI identification and reconciliation. In
addition, any 3rd party data source can leverage REST/Scriptable IRE
APIs to also perform CI identification and reconciliation.

associated.
Support for non-CMDB tables
IRE processes support some non-CMDB tables. You can create

identification rules, reconciliation rules, and other IRE-related rules to
ensure the integrity of data inserted or updated in supported non-CMDB
tables. For details, see IRE support for non-CMDB tables.
• Domain separation and CMDB Identification and Reconciliation
Domain separation is supported in the CMDB Identification and

Reconciliation feature. Domain separation enables you to separate
• Components and process of Identification and Reconciliation
The CMDB Identification and Reconciliation functionality is supported

by the Identification and Reconciliation engine (IRE), rules, and tasks.
Identification rules, reconciliation rules, IRE data source rules, de-
duplication tasks, and reclassification tasks determine how IRE identifies
and reconciles CI.
• Apply CI Identification and Reconciliation to Import Sets
You can apply CMDB Identification and Reconciliation processes when

Import Sets are used to import CIs into the CMDB. CI identification can
prevent duplicate CIs in the CMDB, which Import Sets might otherwise
cause.
The CMDB identification process relies on identification rules to uniquely

identify CIs.
• Reconciliation rules
Reconciliation rules determine which discovery sources can update CI

attributes.
• Create an IRE data source rule
When using Identification and Reconciliation Engine (IRE), you can

prevent a specific discovery (data) source from inserting new CIs for

associated.
a specific class. Create IRE data source rules for discovery sources that
you don't trust in creating CIs but continue to trust in updating those CIs
that exist.
• Detecting duplicate CIs
When the identification process encounters duplicate CIs, it groups

each set of duplicate CIs into a de-duplication task for review and
remediation. A large number of duplicate CIs might be due to weak
identification rules. You can configure the identification engine to
reconcile duplicate CIs.
• Generate and simulate payload execution using identification

simulation
Identification simulation is a central location for automatically

constructing a payload that is guaranteed to be complete and
valid. You can then simulate the processing of the payload by the
identification and reconciliation engine (IRE) and examine the results
before actually submitting it for execution by IRE.
• CI reclassification during IRE processing
During the Identification and Reconciliation Engine (IRE) CI

identification process, a CI might need to be reclassified to a different
sys_class_name type. By default, CIs are reclassified automatically. If
automatic reclassification is disabled, then the CI is not reclassified and
the system generates a reclassification task for your review.
• CMDB dependent relationship rules
Service definitions consist of CI types and relationship types. Dependent

relationship rules define the dependency structure of the CI types
and the relationship types in these service definitions, helping in CI
identification and in the construction of business service maps.
• IRE support for non-CMDB tables
Apply Identification and Reconciliation Engine (IRE) processes to

supported non-CMDB tables to ensure data integrity and health of
those tables.
• Effective usage of CMDB Identification

associated.
Use CMDB Identification effectively.
• Properties for Identification and Reconciliation
Use the Identification and Reconciliation properties to configure the

identification and reconciliation engine (IRE).
• Components installed with Identification and Reconciliation
Several types of components are installed with Identification and

Reconciliation (included in the com.snc.cmdb plugin), including tables.
Related concepts
Domain separation and CMDB Identification and

Reconciliation
Domain separation is supported in the CMDB Identification and
Reconciliation feature. Domain separation enables you to separate
Overview
Domain separation is enforced during the CMDB Identification and

Reconciliation (IRE) process. IRE processes are domain aware and
domain separation is applied to the Identification and Reconciliation
rules.
For more information about domain separation, see domain separation.
How domain separation works in Identification and Reconciliation

Domain separation in the identification engine is enforced when users
activate the domain separation plugin. Domain separation for IRE has
two modes of operation in domain separated instances:
• Strict mode (enabled by default): In this mode, identification processes

only those CIs in which the domain ID is identical to the domain of the
currently logged in user. If duplicate CIs exist across domains (including

associated.
parent and child domains), then those CIs aren't considered duplicate
CIs because their domain IDs don't match.
Platform domain separation mode (disabled by default): In this

mode, IRE follows the platform domain separation behavior. So during
identification, parent domains can access all CIs within their child
domains or any of the domains it has visibility into. For more information,
see Visibility domains and Contains domains.
Platform domain separation mode is intended to be used by advanced

users for very specific or advanced use cases.
Note:
Platform domain separation mode introduces some risks that are

greater on upgraded instances and much lesser on zBooted
instances.
Depending on how IRE processes are configured on a domain

separated instance, setting IRE to use platform domain separation
mode might result in unexpected and undesirable behavior if not
used carefully. One of the risks is if enabling platform domain
separation mode is followed by running IRE processes from a
different domain than the one on which IRE processes were
previously run. In this situation, CIs that were previously identified
as unique, might get identified as duplicate CIs and might cause
some applications to start failing.
If any application is already using IRE effectively in domain

separated environment, then there's no advantage in switching to
platform domain separation mode that might create some risk.
Use the
glide.identification_engine.platform_domain_separation_enabled system
property to switch between those two modes for IRE domain separation.
By default, this property is set to false.

associated.
Platform domain separation mode
Set the system property

glide.identification_engine.platform_domain_separation_enabled to true
to enable the platform domain separation mode for IRE processing. With
the platform domain separation mode, parent domains can access all
of their child domains during IRE processing. For example, IRE can detect
a matching CI in a child domain and then update that CI instead of
creating a new one.
In the platform domain separation mode for IRE:
• IRE run from a parent domain can access CIs contained within their
domain, child domains that are lower in the domain hierarchy, and
global domain.
• IRE run from the global domain can access all CIs.
• Visibility domains and Contains domains are supported.
Note: When platform domain separation mode is enabled, there

might be a sudden increase in IRE detection of duplicate CIs.
Domain separation during the Identification Process

Domain separation during the Identification process is enforced as
follows:
• Regardless of the setting of the

glide.identification_engine.platform_domain_separation_enabled
system property:
• Domain IDs don't need to be explicitly sent in the input payload of the
identification engine APIs. Internally, the identification engine causes
the current domain ID of the user to call the identification engine APIs.
• During matching, if no records are found and a CI is inserted, the

CI domain ID is the same as the domain ID of the logged-in user’s
domain. When updating a CI, the CI domain ID doesn't change.
• During matching, if duplicates are found, De-Duplication tasks

created in the [reconcile_duplicate_task] table have the same
domain ID as of the duplicate CIs.

associated.
• During matching, if reclassification of the CI isn't allowed,

reclassification tasks are created in the [reclassification_task] table,
with the same domain ID as the CI for which reclassification is
needed.
• When the system property

glide.identification_engine.platform_domain_separation_enabled is set
to false:
• Only CIs that have the same domain ID as the currently logged-in
user's domain are used during matching.
• Duplicate CIs that exist across domains (including parent and child
domains) aren't considered as duplicate CIs by IRE.
• When the system property

glide.identification_engine.platform_domain_separation_enabled is set
to true:
• Duplicate CIs that exist across domains (such as parent and child
domains) are considered as duplicate CIs by IRE.
• CIs from the logged in user domain and child domains are used
during matching.
Domain separation and Identification Rules

The identification rules and identification inclusion rules used during
the identification process are always defined at the global level. For
example, the following tables don't have a sys_domain field:
• Identifier (cmdb_identifier)
• Identifier Entries (cmdb_identifier_entry)
• Related Entries (cmdb_related_entry)
• Identification Inclusion Rules (cmdb_ie_active_config)
Domain separation and Reconciliation Rules

The reconciliation definition rules that are used during the reconciliation
process can be defined for different domains. For example, the following
tables do have sys_domain, sys_overrides, sys_domain_path fields:
• Reconciliation Definition (cmdb_reconciliation_definition)

associated.
• Datasource Precedence (cmdb_datasource_precedence)
• Data Source Staleness Definitions (cmdb_datasource_staleness)
Components and process of Identification and

Reconciliation
The CMDB Identification and Reconciliation functionality is supported
by the Identification and Reconciliation engine (IRE), rules, and
tasks. Identification rules, reconciliation rules, IRE data source rules, de-
duplication tasks, and reclassification tasks determine how IRE identifies
and reconciles CI.
Concepts and Components of Identification and Reconciliation
Identification
Process of uniquely identifying CIs, to determine if a CI already exists in

the CMDB or if it is a newly discovered CI that must be added to the
CMDB. Identification processes rely on identification rules, or on unique
IDs for CIs that data sources can provide.
Reconciliation
Process of reconciling CIs and CI attributes by allowing only designated

authoritative data sources to write to the CMDB at the CI table and
attribute level. The CMDB is updated in real time as records are
being processed. There is no staging area to verify the reconciliation
activities before they are committed. Reconciliation processes rely on
reconciliation rules and IRE data source rules.
Reconciliation is required only for update operations, when the

identification process identifies a CI in the CMDB that matches an
incoming CI in the payload. When IRE inserts a new CI, reconciliation
is not applied.
De-duplication tasks
If the instance encounters duplicate CIs during the Identification and

Reconciliation process, it groups each set of duplicate CIs into a de-
duplication task. Review the information in these tasks to see how it was
determined that these CIs are duplicates.

associated.
Reclassification tasks
During the CI identification process, a matched CI might need to be

upgraded, downgraded, or switched to another CI class. If automatic
reclassification is disabled, then the system generates a reclassification
task. Review the information in these tasks, and decide whether a
manual reclassification of the CI is appropriate.
APIs
The Identification and Reconciliation APIs are a centralized set of APIs

that can be used with different sources of data such as Discovery,
Monitoring, or Import Sets. You can use it to enforce Identification and
Reconciliation before data is stored in the CMDB. Data sources do not
directly write to the CMDB. Instead, they call APIs first to ensure that the
data being written does not introduce inconsistencies.
Identification engine APIs are accessible in scoped apps. The

Configuration Management For Scoped Apps (CMDB) plugin
(com.snc.cmdb.scoped) allows a scoped app in scripts to use the prefix
'sn_cmdb.IdentificationEngine.<method>' to access identification engine
APIs. The Configuration Management For Scoped Apps (CMDB) plugin is
activated in base systems.
• createOrUpdateCI(): A scriptable API that creates or updates a CI

based on identification and reconciliation rules.
• identifyCI(): Similar to the createOrUpdateCI API, but does not commit

the result to the database. Use this API with a given payload to find
out if the identification engine will perform insert or update operations,
without committing the operation.
• CreateOrUpdateCIEnhanced(): A scriptable API that provides the

functionality of enhanced IRE features such as partial payload, partial
commit, incomplete payload, and deduplication of payload items.
You can select the enhanced features to use. However, if you enable
partial payloads, then deduplication of payload items and partial
commit are automatically enabled.
• identifyCIEnhanced: Similar to the createOrUpdateCIEnahnced API,

but does not commit the result to the database. Use this API with a
given payload to find out if the identification engine will perform insert
or update operations, without committing the operation.

associated.
• CMDBTransformUtil: An API to be used exclusively with Import Sets to

apply Identification and Reconciliation processes to data imported by
Import Sets.
Predefined identification are included for many of the tables in the base
system. You can customize these rules for your organization. When a new
table is created in the CMDB, it derives identification and reconciliation
rules from its parent table if these rules exist. To apply identification and
reconciliation rules to a new table, create the rules either at the child
level or at its parent level.
Process flow of Identification and Reconciliation

IRE
Identification and Reconciliation Engine (IRE)

Identification and Reconciliation engine (IRE) is a rule-based engine,
operating as an underlying key component in Identification and
Reconciliation. IRE provides a centralized framework to perform
identification and reconciliation processes across different data sources.
IRE uses identification rules, reconciliation rules, and IRE data source rules
when processing incoming data before inserting or updating data in the
CMDB. IRE processes help maintain data integrity in the CMDB.
• IRE prevents duplicate CIs by uniquely identifying CIs.

associated.
• IRE reconciles CI attributes by allowing only authoritative data sources

to write to CMDB.
IRE is an underlying key component in Identification and Reconciliation,

providing a centralized framework to perform identification and
reconciliation processes across different data sources. IRE uses
identification rules, reconciliation rules, and IRE data source rules when
processing incoming data before inserting that data to the CMDB.
IRE processes help maintain data integrity in the CMDB.
• IRE prevents duplicate CIs by uniquely identifying CIs.
• IRE reconciles CI attributes by allowing only authoritative data sources

to write to CMDB.
ServiceNow® applications such as Service Mapping, horizontal discovery,

and pattern discovery, use APIs to apply identification and reconciliation
processes. You can also apply IRE processes to data imported by import
sets. When using other data sources including third-party data sources,
you can leverage REST or scriptable IRE APIs to perform identification and
reconciliation.
Additional information:
• About properties that affect some functions of IRE: See Properties for
Identification and Reconciliation.
• About using IRE APIs: See IdentificationEngine - Scoped.
• About enabling debugging and checking on issues with a payload:

See How to log the payload sent to IRE and check the issues with the
payload [KB0750382].
• About the steps that IRE performs illustrating how IRE works, such as
validating the payload, applying reconciliation, and committing the
data to the CMDB: See [CMDB - IRE] How the CMDB Identification and
Reconciliation Engine works when passing a CI (as payload) to the
createOrUpdateCI() [KB0750386].
• About how to run a payload through IRE: See [CMDB IRE] How to run
the CI identification on demand using the payload [KB0750383].

associated.
CI identification
The CMDB identification process relies on identification rules to

uniquely identify CIs. When possible, CIs can also be uniquely
identified using source_name and source_native_key values provided
in the sys_object_source_info section of the payload, and the Source
[sys_object_source] table. If identification is successful using that method,
then it is not necessary to apply matching algorithms that rely on
identification rules, which is a slower identification method.
A unique CI identifier can be provided in the optional

sys_object_source_info object in the IRE payload.
{
"items": [
{
"className": "cmdb_ci_win_server",
"values": {
"name": "SAMLABVM52"
},
"sys_object_source_info": {
"source_native_key": "16777219",
"source_name": "SCCM",
"source_feed": "SCCM Computer Identity",
"source_recency_timestamp": "2019-08-26 13:00
:00"
}
}
]
}
Payload items identification

IRE generates identifier keys for all payload items in an incoming payload
and then uses those keys when trying to match partial and incoming
payloads. An identifier key is based either on:
• Combination of the source_name and source_native_key values from

the sys_object_source_info object.
• Identification criterion attributes.
IRE stores the identifier keys associated with partial items in the CMDB
IRE Partial Payloads Index [cmdb_ire_partial_payloads_index] table, and

associated.
then uses those keys to try to match with identifier keys of incoming
payloads.
Timestamps in key attributes

To help resolve conflicting attribute values, IRE uses timestamps in the
following attributes to identify records that are older than the current
record and therefore can be ignored:
Most recent discovery (last_discovered) and Discovery source

(discovery_source):
Most recent discovery (last_discovered) is the timestamp of when the

CI was last discovered. IRE always updates CIs’ last_discovered and
discovery_source attributes during payload processing, even when no
other CI attributes are updated. When last_discovered is provided in
the payload, IRE updates the CI with the provided value only if the
last_discovered time in the payload is newer than the one in the
CMDB. If last_discovered is not provided in the payload, IRE updates
the last_discovered attribute with the current timestamp.
You can use the

glide.identification_engine.skip_updating_source_last_discovered_if_older
and the
glide.identification_engine.ire_message_listener_skip_updating_source_last_discovered_to_now
system properties to modify this default behaviour.
First discovered (first_discovered) is the timestamp of when the CI was

first created.
• When the CI is first created: If a value is provided in the payload, IRE

inserts that value. Otherwise, IRE inserts the current timestamp.
• In subsequent updates: If a value is provided, IRE updates the CI with

the provided value. Otherwise, the attribute is not updated.
You can also use the following system properties to modify how IRE
uses the source_recency_timestamp value in a payload to update the
last_scan attribute in the Source [sys_object_source] table:
• glide.identification_engine.skip_updating_last_scan_if_older

associated.
•
glide.identification_engine.ire_message_listener_skip_updating_last_scan_to_now
Enhanced IRE features

The CreateOrUpdateCIEnhanced() and identifyCIEnhanced scriptable
APIs provides the functionality for the following enhanced IRE features,
which can be enabled or disabled as needed:
Partial payloads
IRE isolates items for which data sources did not provide enough
information to uniquely identify the CI and therefore processing cannot
continue. Some of these items are identified as partial items, which
get stored for potential later processing. Other items are identified as
incomplete items, which get stored for logging purposes only.
For example: SCCM has multiple feeds such as a disk feed and a
computer feed. The disk feed might have complete information about
the disk but insufficient information about the computer CI that it
depends on.
API option: partial_payloads which is enabled by default. When

partial_payloads is enabled, partial_commits and deduplicate_payloads
are automatically enabled regardless of their setting in options.
Partial commits
Errors in some items do not prevent committing the rest of the items in
a payload. Therefore, when a payload contains items with errors, IRE
still commits the remaining valid items in the payload. In this situation,
some of the uncommitted items are saved as partial payloads and other
uncommitted items are saved as incomplete payloads.
API option: partial_commits which is enabled by default.
Deduplicate payload items
IRE deduplicates duplicate items within the payload, merging those

duplicates into a single payload item for processing.
API option: deduplicate_payloads which is enabled by default.

associated.
Generate summary
IRE generates summaries in the output payload with processing details

such as the number of updates per class.
API option: generate_summary which is disabled by default.
Partial items
A payload item is determined to be a partial item if it contains the

necessary data for unique identification and if it has one of the following
errors. Unique identification requires that the payload item has the
sys_object_source_info section with source_name and source_native_key
values, or the full set of the identification criterion attributes specified for
the CI class, or both.
IRE errors for a partial item:
• MISSING_MATCHING_ATTRIBUTES –— Item does not have identification

criterion attributes to use at least one identifier entry for matching.
• REQUIRED_ATTRIBUTE_EMPTY –— Unable to create a CI because a

required attribute is missing.
• MISSING_DEPENDENCY –— Dependent CI is missing a dependency

relation which is specified in the payload.
• INSERT_NOT_ALLOWED_FOR_SOURCE –— An IRE data source rule

prevents the specified data sources from creating CIs of the specified
class.
For more details about IRE error messages, see IRE error messages.
If processing fails because payload items are determined to be partial

items, then the partial items are saved as partial payloads in the CMDB
IRE Partial Payloads [cmdb_ire_partial_payloads] table in JSON format for
later potential processing. IRE uses identifier keys to attempt to match
incoming payloads with stored partial payloads.
If later, a data source sends the data that was missing in the
partial item, IRE matches the incoming payload with the stored partial
payloads. IRE then merges any matching partial payloads with the
incoming payload. To resolve any conflicting attributes, IRE uses either
source_recency_timestamp (when source_native_key and source_name
are identical), or static reconciliation rules specified for the class. The

associated.
result is a complete and valid payload which IRE then processes to

create or update the respective CIs.
Partial payloads older than 90 days are deleted from the CMDB IRE
Partial Payloads [cmdb_ire_partial_payloads] table.
Sample of a partial payload:

Disk feed:
{
"items": [
{
"className": "cmdb_ci_computer",
"source_native_key": "Server001",
"source_feed": "DISK_FEED",
:00"
}
},
{
"className": "cmdb_ci_disk",
"values": {
"name": "disk1"
}
}
],
"relations": [{
"parent": 0,
"child": 1,
"type": "Contains::Contained by"}
]
}
The computer item in the above payload does not have any
attributes and therefore IRE can't process it. However, source_name and
source_native_key are provided making it a partial item. Because the
computer item is partial, the disk item that depends on the computer
item, is a partial item too.
Sample of a subsequent payload that completes the previous partial
payload by providing the missing details:
Server/Computer feed:
{

associated.
"items": [
{
"className": "cmdb_ci_linux_server",
"values": { "name": 'linux001',
"ip_address": "100.126.38.19",
"mac_address": "DSWER4587" },
"source_native_key": "Server001",
"source_feed": "COMPUTER_IDENTITY",
:00"
}
}
]
}
The computer in the partial payload and the server in the new
payload match because they have identical source_name and
source_native_key. Therefore, the partial payload and the new payload
are merged, the operation is committed, and the partial payload is
deleted from the Partial Payloads table.
There is a limit on the number of items per partial payload, which

is set by the glide.identification_engine.partial_payload_items_max_size
property (1000 by default). Storing associated relationships, references,
and dependent items, in one partial payload, can result in reaching that
limit, in which case, the payload is split into multiple partial payloads.
For more information about partial payloads, see

CreateOrUpdateCIEnhanced().
Incomplete items
A payload item is determined to be an incomplete item if:
• It does not contain all the data necessary for unique identification
• It has an error that is not associated with a partial item
Unique identification is not possible if neither source_name and

source_native_key within the sys_object_source_info object, nor the full
set of identification criterion attributes specified for the CI class, is
provided.

associated.
Incomplete items are saved as incomplete payloads in the CMDB IRE

Incomplete Payloads [cmdb_ire_incomplete_payloads] table in JSON
format. Incomplete items are stored for the purpose of logging payloads
with irrecoverable errors, and are never processed again.
Adding relationships
Add relationships by using either indices, or the optional JSON internal_id

element.
Use the relations object in the payload to add or update relationships by

referring to internal_ids of items. Relationships can be created using main
items and related items in the payload. For example:
• Relation (parent Index, child Index, Relation Type)
• Relation (parent Internal Id, child Internal Id, Relation Type)
For more information and for code samples, see

Adding references between payload items
Add references between two payload items by using the optional JSON
internal_id element, which uniquely identifies payload items.
Use the referenceItems block to add or update references. You can add
references between any two items, including main items, lookup items,
and related items, in a single payload.
For more information and for code samples, see

CI reclassification
Use the updateWithoutUpgrade, updateWithoutDowngrade, and

updateWithoutSwitch flags in the settings block in a payload, to prevent
unintentional updates to CIs' class. These flags prevent upgrading,
downgrading, or switching the class of a CI that multiple data sources
unintentionally might attempt while updating the same CI. For more
information and for code samples, see CreateOrUpdateCIEnhanced().
Reclassification flags have precedence over any other system settings for
CI reclassification during IRE processing.

associated.
Adding custom before and after scripts
Use the IntegrationHub ETL to add custom Java scripts for a data source
of a CMDB integration application. Those scripts provide access to the IRE
input and output payloads, while processing CMDB integrations.
Before scripts provide access to a batch of input payloads that will be

sent to IRE. Using a custom before script lets you:
• Skip a payload in the batch by setting the status to SKIPPED.

Optionally, provide a reason for skipping the payload which will appear
as a comment on the respective import set row table.
• Modify the input payload.
• Write other custom logic inside the script that uses the IRE payload.
After scripts provide access to the IRE input and output payloads. Using a
custom after script lets you:
• Easily compare the input and output payloads and identify the
different operations that IRE performed on each CI.
• Access the sys_ids of the CIs that IRE created or updated.
• Write other custom logic inside the script that uses the IRE output
payload.
Apply CI Identification and Reconciliation to Import

Sets
You can apply CMDB Identification and Reconciliation processes when
Import Sets are used to import CIs into the CMDB. CI identification can
prevent duplicate CIs in the CMDB, which Import Sets might otherwise
cause.
Populating CMDB tables using Import Sets can inadvertently result in

duplicate CIs when multiple imported records are identical to an existing
CI. To minimize this duplication, you can apply CMDB Identification and
Reconciliation processes to Import Sets when importing new records into
CMDB tables.

associated.
Transform map script

In the onBefore transform map script for an import set, add a call to the
CMDBTransformUtil API, similar to the following code sample:
(function runTransformScript(source, map, log, target) {
// Call CMDB API to do Identification and Reconciliation o
f current row
var cmdbUtil = new CMDBTransformUtil();
cmdbUtil.identifyAndReconcile(source, map, log);
ignore = true;
if (cmdbUtil.hasError()) {
var errorMessage = cmdbUtil.getError();
log.error(errorMessage);
} else {
log.info('IE Output Payload: ' + cmdbUtil.getOutp
utPayload());
log.info('Imported CI: ' + cmdbUtil.getOutputReco
rdSysId());
}
})(source, map, log, target);
The ignore = true code phrase prevents Import Sets from creating the
same record again after it is processed by the identification engine.
Process
The identification engine performs identification of each source record
before it is inserted into the CMDB. The identification engine determines if
the record is a duplicate of an existing CI, and then:
• If not duplicate: Inserts the record to the target table.
• If duplicate: Updates the existing CI in the CMDB, with data from the
source record.
The CMDBTransformUtil API pre-processes the source data, then passes

the input values to the identification engine with import set being the
data source by default. The CMDBTransformUtil API supports a target field
that is a reference field in the same manner that Import Sets supports
it. The CMDBTransformUtil API also supports a source script, evaluating
source scripts to determine the target value which is then passed to the
identification engine. For more information, see Creating a field map.

associated.
Specify multiple target tables for an import set
You can configure each record in an import set with its own target table.
Then, instead of inserting all the transformed records into a single target
table, the records are inserted into the different target tables that are
specified per record. For example, you might need to insert some records
from the import set to the Computer class and other records to the Server
class.
When importing data using Import Sets, incorporate the following steps:
• In the data source file, add a target table column. Use a string such
as "MyTable" to label the column header. In each record row, enter
the target table for the record, as a valid CMDB class name such as
"cmdb_ci_computer".
• After you Auto Map Matching Fields on the Table Transform Map form,
add a field map for the added target table column to establish a
relationship between classes and the target tables in the CMDB.
1.• In the Field Map related list on the Table Transform Map form, click
New.
2.• Set Source field to the header of the target table column that you
added in the data source file, such as MyTable.
3.• Set Target field to Class.
4.• Click Submit.
When you configure an import set with multiple target tables as

described in the steps above, the Target table that is specified on the
Table Transform Map form is not used.
Restrictions
The following restrictions apply:
• An import set should be associated with a single transform map. While

adding a call to the CMDBTransformUtil API, ensure that still a single
transform map exists for the import set.
• The CMDBTransformUtil API does not check if mandatory fields have

values when used with Import Sets . Regardless of how enforce

associated.
mandatory fields is set in the transform map, data import fails if a

mandatory field does not have a value.
• CI Identification and Reconciliation cannot be applied to Import Sets

for dependent CIs (CIs with dependent identification rules).
The CMDB identification process relies on identification rules to uniquely
identify CIs.
An identification rule applies to a CI class and consists of a single CI

identifier and one or more identifier entries and related entries, each with
a different priority. Each identifier entry defines a unique attribute set
with a specific priority and each related entry defines rules for identifying
related items. Create strong identification rules that are set with the
highest priority for the strongest identifier entries and related entries.
The identification process and identification rules use the CIs attributes for
identification:
Unique attributes
Designated sets of criterion attribute values of a CI, that can be used to

uniquely identify the CI. Unique attributes can be from the same table or
from derived tables.
Required attributes
Designated attributes of a CI that cannot be empty.
Derivation across the CMDB hierarchy
If no identification rule is explicitly defined for a child class, then

the child class derives its identification rule, including any associated
identification entries and related entries, from its parent class. Later,
an own identification rule can be explicitly defined for the child class.
In that case, the identification rule that was initially derived from the
parent class, including any associated identification entries and related
entries, is no longer in effect at the child class. Also, you must explicitly
add identification entries and related entries in the newly created
identification rule at the child class.

associated.
For example: The Hardware class identification rule has a related entry
for the Software Instance table. This identification rule, including its
associated related entry for the Software Instance table, is derived by
the Computer class. If you then create a new identification rule for the
Computer class, it overwrites the identification rule that was derived from
the Hardware class. Therefore, the Hardware class identification rule,
including its associated related entry for the Software Instance table, is
no longer in effect for the Computer class. If the same related entry is
needed, you must explicitly add a related entry for the Software Instance
table in the newly created identification rule for the Computer class.
Identification rule types

CI dependency is specified in the CI Class Manager by the dependent
relationship rules for the CI's class:
Independent CIs
CIs, such as Server CIs, which exist on their own and are not dependent
on any other CIs.
Dependent CIs
CIs which depend on a relationship to another CI and can't exist on their

own in the absence of the dependent relationship. For example:
• Network Adapter CIs can't exist meaningfully without the Hardware CIs
that contain them.
• Application CIs can't exist on their own without the Server CI they are
hosted on.
The steps for identifying dependent CIs can be different from the steps for
identifying independent CIs. This difference is reflected in the differences
between dependent identification rules and independent identification
rules:
Independent identification rule
A rule that identifies a CI based on the CI's own attributes, independently

of other CIs or relationship.

associated.
Dependent identification rule
A rule in which identifying a CI requires identifying a dependent

CI first. A CI can have dependency on one or more CIs, and a
dependent CI can have only a single parent CI with dependency.
The relationship types between the CI and its dependent CIs are also
included in the identification process. To help with the identification
process of dependent CIs, create dependent relationships that define
the dependency chain within CI types.
The payload used for identification of a dependent CI, can include

a relationship with a qualifier chain. For such relationship, if there is a
matching parent/child pair, the system compares the qualifier chain in
the payload, with the qualifier chain of the CIs in the database. If there is
a difference, the qualifier chain in the database is updated to match the
qualifier chain in the payload for that relationship.
Identifier entries
You can configure an identifier entry to match a CI not only based on

the CI's own attributes (field-based identification) but also based on the
CI's related list (lookup-based identification) such as Serial Numbers or
Network Adapters. The lookup table that is used for identification, needs
to have a reference field that points to cmdb_ci.
There are three types of identifier entries:
Regular identifier entry
Based on CI's attributes that uniquely identify the CI.
Lookup identifier entry
Uses a lookup table (related table) which can be any table that has a
reference to the CI that is being identified. After you select a related
lookup table, you select identifier attributes from the related table that
reference either the cmdb_ci table itself, or one of its descendants.
If the lookup records do not already exist, then they are inserted in the
lookup table referenced in the identifier entry.
Hybrid identifier entry
A combination of both, a regular identifier entry and a lookup identifier

entry.

associated.
Example: When discovering virtual machines in a cloud environment

which might contain two virtual machines with an identical set of
serial numbers. A lookup identifier entry for the Hardware table such
as [Table: Serial Number, Criterion Attributes: Serial
Number, Serial Number Type] cannot uniquely identify these two
virtual machines. However, a hybrid identifier entry such as [Table:
Serial Number, Criterion Attributes: Serial Number, Serial
Number Type + (Name field from main Hardware table)] can
uniquely identify the two virtual machines.
Guidelines for lookup tables

Follow these guidelines when specifying a lookup table in an identifier
entry.
1. Ensure that lookup tables reference the cmdb_ci table.
2. It is preferable to enforce exact count match (check box Enforce

exact count match (Lookup)) for a stronger identification rule. During
lookup identification, this option enforces matching only on exact
lookup records count match. See Create or edit a CI identification
rule for more details.
3. Do not create conflicting identification rules especially for lookup-

based rule.
Example: In a CI Identifier for the Hardware class, you specify a
lookup-based rule for the Network Adapter class and you also
define a CI Identifier for the Network Adapter class. Duplicates might
potentially be created in the Network Adapter table, because there
are contradicting rules to identify a unique CI in that table:
• One rule that looks only at criterion attributes (CI identifier rule)
• Another rule that looks at criterion attributes and referenced

sys_id (lookup rule).
Example: CI with related items that needs to be inserted - sysId is

available.
var payload = {
items: [{
className:'cmdb_ci_linux_server',
related: [{
className:'cmdb_ci_spkg',
values: {

associated.
name:'package1',
version:'version1'
}
}],
values: {
sys_id:'194876usytrr65378098'
}
}]
};
Related entries
You can define related entries which are rules that are based on related
CIs. A related entry is based on a related table which can be any
table (CMDB or non-CMDB) that has a reference to the CI that is being
identified. Related entries let you create or update records on other
tables in which the data is associated with the CI being identified by
the identifier entries. Related entries are not used to directly identify CIs.
After you select a related table for the rule, the list in Referenced field
is populated with fields from the related table that reference either the
cmdb_ci table itself, or one of its descendants.
A related entry for a class is derived by child classes for which no related
entries are specified.
• Create or edit a CI identification rule
Identification rules are used to uniquely identify CIs in the CMDB, as part
of the identification and reconciliation process. Each CMDB class can
be associated with a single identification rule.
• Create an identification inclusion rule
Narrow the scope of CIs that are included in the identification process
by creating an identification inclusion rule.
Related concepts
Identification rules are used to uniquely identify CIs in the CMDB, as part
of the identification and reconciliation process. Each CMDB class can be
associated with a single identification rule.

associated.
Before you begin
Role required: itil has read access, itil_admin (on top of itil) has full access.
About this task
In a CI identification rule, specify a CI identifier, and identifier entries and

related entries that uniquely identify the CI.
Review the following before creating identification rules:
Procedure
2. Click Hierarchy to display the CI Classes list. Select the class for which
to create an identification rule.
3. In the class navigation bar, expand Class Info and then click
Identification Rule.
4. Click Edit to edit an existing rule, or click Add in the Identification Rule
section to create one. Fill out the form, and then click Save.
Field Description
Designation of whether the CI

identifier can identify the CI
independently of other CIs, or
not.
Independent/Dependent Note: To set the
rule as Dependent, you
must specify dependent
relationship rules for the
selected class.
Name Name of CI identifier.

associated.
Field Description
Description Description of the CI identifier.
5. In the Identifier Entries section, click an existing identifier entry to edit,

or click Add to create one.
6. In the Identifier Entry dialog box, choose an option and then click
Next. Continue with one of the following three steps according to the
option you selected.
Option Description
Lets you select attributes from

Use attributes from main table
the currently selected table
<table>
(regular identifier entry).

Use attributes from another table any related table, other than the
(Lookup table) currently selected table (lookup
identifier entry).

Use attributes from main and both the currently selected
another table (Hybrid) table, and from another table
(hybrid identifier entry).
7. Use attributes from main table <'table'> option: Set the options on the
form and then click Save.
Search On Table is preset to the currently selected table in the CI

Classes list.
Field Description
Check box that specifies the

identifier entry is active. At
Active least one identifier entry in an
identification rule must be active
for the rule to apply.

associated.
Field Description
Priority of the identifier entry.

Identifier entries are applied
based on priority. Rules with
lower priority numbers are given
higher priority. Identifier entries
of identical priorities are applied
randomly.
Priority
You can keep gaps between
the priority numbers, so you
can assign the unused priority
numbers to new entries without
modifying the existing priority
order.
Set of attributes that uniquely

identify the CI. Attributes can
Criterion Attributes
belong to the current class, or to
a parent class.

associated.
Field Description
Note: It is possible to
add reference fields as a
criterion attribute. However,
such fields might not always
be effective:
• Reference fields store

sys_ids that point to a
record in another table,
and thus is considered a
weak criterion attribute
(in terms of uniqueness)
for the current table.
• The system detects

and then replaces
invalid values in a
reference field with
'Unknown'. For example,
an invalid Model ID
value is replaced with
the value 'Unknown'.
Also, if several CIs end
up having that same
reference field set to
'Unknown', then these
CIs become duplicate
CIs.
When selected, then if at least

one criterion attribute is not
null, attempt matching with an
identifier entry even if there are
Allow null attribute criterion attributes that are null.
Otherwise, all criterion attributes

must have values to attempt
matching with an identifier entry.

associated.
Field Description
Allows the identification rules

of the CI's parent to be used
if a match is not found for
Allow fallback to parent's rules
this identification rule. Applies
only for dependent identification
rules.
A filter to narrow the set of

records that will be searched for
a matching CI.
Available only if the

glide.identification_engine.enabl
e_identifier_optional_condition
system property is set to true
(false by default). In the base
system, identifier entries of
various classes are pre-
configured with advanced
options conditions. All these pre-
Advanced Options
configured conditions in regular
identifier entries will
automatically apply when you
set this property to true.
Therefore, to prevent
unexpected behavior, review
those predefined conditions in
regular identifier entries before
setting this property to true.
For more details about this

property, see Properties for

associated.
Note: If criterion attributes have only two attributes

and sys_class_name is one of them (for example [name,
sys_class_name], [ip_address, sys_class_name]), then the other
attribute cannot be NULL, even if Allow null attribute is enabled.
This restriction is due to sys_class_name being considered a
special system matching attribute.
8. Use attributes from another table (Lookup table) option:
a. Set Search On Table to a table other than the currently selected

table in the CI Classes list. The Search On Table must have
a reference field to cmdb_ci, otherwise the identifier entry is
considered invalid.
b. Set the rest of the fields as described in the previous step.
c. (Optional) Click Advanced options and enter the information for

a lookup identifier (scroll down if necessary).
Advanced Option Description

All of these conditions must be
records that will be searched
met
for a matching CI.
For lookup identification,

match a CI only on exact
lookup records count match.
When enforced, all lookup
items for a CI in the payload
must have matching records
in the lookup table, that
reference the same CI:
Enforce exact count match
a. Only matches CIs that
have all the lookup items
from the input payload
referencing the CI in
CMDB.
b. If there are multiple

matches, selects the oldest

associated.
Advanced Option Description

created CI as the final
match.
When not enforced, one
lookup item for a CI in the
payload matching a record in
the lookup table, is sufficient to
consider a match:
a. Matches any CI that

has at least one of the
lookup items from the input
payload referencing the
CI in CMDB.

matches, selects the CIs
with the max number of
CI in CMDB.
c. If there are still multiple

created CI as the final
match.
d. Click Save.
9. Use attributes from main and another table (Hybrid) option:
a. Set the options on the General Settings tab as described in

previous steps, and then click Next.
b. On the Main Table Settings tab, select the attributes to use from
the currently selected table, and then click Next.
Search On Table is preset to the currently selected table in the CI
Classes list.
c. On the Lookup Table Settings tab, select a Search On Table and

then in Criterion Attributes select attributes from the specified
table. Search On Table must have a reference field to cmdb_ci,
otherwise the identifier entry is considered invalid.

associated.
You can click Advanced options and enter the information for a
lookup identifier as described in the previous step (scroll down if
necessary).
d. Click Save.
Note: The Allow null attribute option in the hybrid option, is set to
false. Therefore, all of the selected criterion attributes from both
the currently selected table and the lookup table, must have a
value. Also, setting optional conditions is available only for the
lookup table, and is not available for the main table.
10. (Optional) On the Related Entries section click an existing related

entry to edit, or click Add to create one.
a. Update the Related Entry form and then click Save.

Related Entry form
Field Description
Check box that specifies that

Active
the related entry is active.
A related table that references

Related table
the CI that is being matched.
A referenced field in Related

table that should store the
referenced CI. This field always
Referenced field
references the cmdb_ci table,
or a descendent of the
cmdb_ci table.
Priority of the related entry

for the specified Related
table. Rules with lower priority
numbers are given higher
priority while matching a
Priority
related item for specific
related table. Related entries
for the specified related table
with identical priorities are
applied randomly.

associated.
Field Description
order.
The set of attributes to uniquely

identify the related item.
Criterion attributes Attributes can belong to the
current class, or to a parent
class.

associated.
Field Description
Note: It is possible
to add reference fields
as a criterion attribute.
However, such fields might
not always be effective:

sys_ids that point to
a record in another
table, and thus is
considered a weak
criterion attribute (in
terms of uniqueness)

and then replaces
invalid values in
a reference field
with 'Unknown'. For
example, an invalid
Model ID value is
replaced with the
value 'Unknown'. Also,
if several CIs end
up having that same
CIs.
Click the lock icon to view,

add, or remove attributes from
the identification rule.
If at least one criterion

attribute in the related table
Allow null attribute
is not null, allow to attempt
matching with an identifier

associated.
Field Description
entry even if there are criterion
attributes which are null.
Add conditions to construct

a filter to narrow the set of
Filter conditions
records that will be searched
for a matching related item.

sys_class_name], [ip_address, sys_class_name]), then the
other attribute cannot be NULL, even if Allow null attribute
is enabled. This restriction is due to sys_class_name being
considered a special system matching attribute.
Example
For example, the pre-defined Hardware Rule applies to the Hardware

[cmdb_ci_hardware] table. It has an identifier entry with the criterion
attribute Serial Number, Serial Number Type and its Search on table field
is set to Serial Number.
The following payload snippet adds a CI to the cmdb_ci_linux_server

class, that is a child of the Hardware class. It also shows how you can add
related items in the payload for which you should create Related Entries
on the CI Identifier page for the Hardware [cmdb_ci_hardware] table:
{
"items": [
{
"className": "cmdb_ci_linux_server",
"lookup": [
{
"className": "cmdb_serial_number",
"values": {
"serial_number": "VMware-42 21 e
3 da 44 14 5a a6-56 48 2b 0a 28 53 42 4c",
"serial_number_type": "system",
"valid": "true"
}

associated.
},
{
"className": "cmdb_serial_number",
"values": {
"serial_number": "4221E3DA-4414-5
AA6-5648-2B0A2853424C",
"serial_number_type": "uuid",
"valid": "true"
}
}, }
],
“related": [
{
"className": "cmdb_ci_ucs_chassis",
"values": {
“name": “chassis1",
“category": “category1",
“short_description": “My Chassis
1"
}
},
{
"className": "cmdb_ci_ucs_chassis",
"values": {
“name": "chassis2",
"category": "category2",
"short_description": "My Chassis
2"
}
}, }
],
"values": {
......
"name": "xpolog2.lab3",
"os_name": "Linux",
"output": "Linux xpolog2.lab3 2.6.32-431.
el6.x86_64 #1 SMP Fri Nov 22 03:15:09 UTC 2013 x86_64 x86
_64 x86_64 GNU/Linux",
"serial_number": "VMware-42 21 e3 da 44 1
4 5a a6-56 48 2b 0a 28 53 42 4c",
"sys_class_name": "cmdb_ci_linux_server"
}

associated.
}
]
}
When the Hardware Rule is applied, the Serial Number

[cmdb_serial_number] table is searched for a match with the values
specified within the lookup key. Unless Enforce exact count match
(Lookup) is checked, it is not necessary for every lookup key to return
a match, as long as there is at least one match. If all matches reference
the same CI, then that CI is considered to be the existing CI record. If no
match is found, then the identification search continues to the next rule
entry. If after all the rules are exhausted without finding a match, a new
CI record is created in the database.
What to do next
You can optionally create an inclusion rule to narrow the scope of CIs
that are included in identification.
Related tasks
Narrow the scope of CIs that are included in the identification process by
creating an identification inclusion rule.
Before you begin
About this task
During duplication detection of independent CIs, the identification

and reconciliation engine (IRE) processes only the CIs that satisfy the
identification inclusion rules. For example, you can set a filter to include
only CIs whose state is operational. When no identification inclusion rules
exist, all CIs are included in the identification process and in the CMDB
Health duplicate metric calculations. In the base system, there are no
predefined identification inclusion rules. Identification inclusion rules are
defined at the class level.

associated.
Identification inclusion rules also indirectly impact what appears in CMDB

health dashboards for duplicate CIs, in addition to any health inclusion
rules.
Note: Identification inclusion rules impact any script that calls IRE,
therefore create them carefully. Identification inclusion rules can
prevent the identification of certain types of CIs, affecting some
features of Discovery and Service Mapping.
Procedure
to create an identification inclusion rule.
Identification.
4. In the Inclusion Rule (Advanced) section, click Add to create a rule or

click Edit to edit an existing rule. In the Create Inclusion Rules dialog
box, specify a criteria in the Active record condition field. CIs must
meet this criteria to be included in the identification process and in
the duplicate CMDB Health metric.
5. Click Save.
What to do next
Navigate to All > Configuration > Identification/Reconciliation >

Identification Inclusion Rules > to see the list of all identification inclusion
rules.
Related tasks
• Create or edit a CI identification rule
• Create health inclusion rule

associated.
Reconciliation rules
Reconciliation rules determine which discovery sources can update CI
attributes.
Discovery sources, such as EventManagement, ImportSet, ManualEntry,

and Tivoli, are used with the createOrUpdateCI() API to simulate manual
updates to CIs. Without reconciliation rules, discovery sources can
overwrite each other's updates to attribute values.
There are two types of reconciliation rules:
Static reconciliation rules
Static reconciliation rules are the legacy reconciliation rules that set
priorities for the various discovery sources for updating CI attributes. Static
reconciliation rules specify which discovery sources can update class
attributes, and the precedence order among these discovery sources.
When creating static reconciliation rules, ensure that there is a

reconciliation rule for each discovery source that is authorized to update
an attribute. Reconciliation rules can be defined at the parent and the
child class level.
Static reconciliation rules are stored in the Reconciliation Definition

[cmdb_reconciliation_definition] table.
Dynamic reconciliation rules
Dynamic reconciliation rules are based on attribute values processed by

CMDB 360/Multisource CMDB rather than on discovery source priority.
First, CMDB 360 processes the current payload data into the CMDB 360
data store. Then, applying a dynamic reconciliation rule, IRE selects the
largest or most reported value, for example, across all discovery sources.
Because dynamic reconciliation rules leverage CMDB 360, you must
enable that feature to use dynamic reconciliation rules.
Creating dynamic reconciliation rules can be useful, for example, if it

becomes difficult to set priority order for multiple discovery sources. Only
a single dynamic reconciliation rule can exist per class attribute.
Dynamic reconciliation rules are stored in the Dynamic Reconciliation

Definitions [cmdb_dynamic_reconciliation_definition] table.

associated.
Examples of static reconciliation rules

The following sample static reconciliation rules are created for the
cmdb_ci_computer class and its cmdb_ci_linux_server child class:
1. Discovery is exclusively authorized to update the name attribute in

the cmdb_ci_computer class.
Because reconciliation rules are derived by child classes from parent

classes, this rule also authorizes Discovery to update the name
attribute in any child classes for the cmdb_ci_computer class.
2. ServiceWatch is exclusively authorized to update the name attribute

in the cmdb_ci_linux_server class.
3. ServiceWatch is exclusively authorized to update all attributes in the

cmdb_ci_linux_server class, as configured by leaving the Attributes
field empty in the rule.
See Create a CI reconciliation rule for details about creating a static

reconciliation rule that, for example, authorizes a discovery source to
update a specific attribute such as name.
Using reconciliation rules
As you create reconciliation rules, keep in mind the following principles

which are designed for flexibility and the refinement of rules at the
attributes level:
Precedence of dynamic reconciliation rules
When both, static and dynamic reconciliation rules exist for the same
CI attribute, the dynamic reconciliation rule takes precedence over the
static reconciliation rule.
Authorization for all attributes in a class
A static reconciliation rule lets you authorize a discovery source to

update all attributes in a class. However, this authorization can be
overridden for some of the attributes by rules for child classes in which
specific attributes are listed.
For example, if only example rules #1 and #3 above are created,

then Discovery is authorized to update the name attribute in the

associated.
cmdb_ci_linux_server class. ServiceWatch is authorized to update all

other attributes in the class except for the name attribute.
To override the authorization of Discovery to update the name attribute,

example rule #2 above is added to specifically authorize ServiceWatch
to update the attribute.
Authorization to only specific attributes in a class
To authorize a discovery source to update specific attributes in a class,

create a static reconciliation rule for the discovery source, and list these
attributes in the rule. A rule that grants access to specific attributes in a
class overrides other static reconciliation rules with an empty attribute list
that grants access to the entire class.
Example rule #1 above grants Discovery with exclusive authority to

update the name attribute of the cmdb_ci_computer class. All other
discovery sources are prevented from updating the name attribute of
any CI in the cmdb_ci_computer class.
Child class rules overrides parent class rules
Any reconciliation rules defined for a child class override the rules defined
for its parent class. This rule applies also when the child's reconciliation
rule is static and the parent's rule is dynamic (dynamic reconciliation rules
have precedence over static reconciliation rules when they are for same
level class).
For example, rule #1 above lets Discovery update the name attribute in
the cmdb_ci_computer class and all of its child classes. However, rule #2
for the cmdb_ci_linux_server child class, which overrides rule #1 for the
parent class, explicitly authorizes ServiceWatch to update this attribute in
the child class.
As a result:
• Discovery cannot update the name attribute of the child

cmdb_ci_linux_server class. Only ServiceWatch is authorized to update
this attribute.
• Discovery is authorized to update the name attribute of CI records in all

other child classes of the cmdb_ci_computer class.

associated.
Overlapping static reconciliation rules
Static reconciliation rules that authorize different discovery sources for the
same attributes of the same class can coexist and do not exclude each
other.
For example, assume the following rule is added. It is similar to example

rule #1 above but authorizes a different discovery source:
ServiceWatch is authorized to update the name attribute in the

cmdb_ci_computer class.
Like example rule #1 above, this new rule applies to the name attribute
in the cmdb_ci_computer class so both Discovery and ServiceWatch can
update the attribute. Any reconciliation rules are enforced to prevent the
discovery sources from overwriting each other's updates.
For more information about reconciliation rules, see the [CMDB - Data
Precedence Rules] Understanding the CMDB data precedence rules and
troubleshooting [KB0756709] knowledge base article (Starting with the
Paris release, reconciliation and data precedence rules are merged.
Domain separation
If Domain Separation is enabled, then you can scope reconciliation rules

to specific domains. Rules of the parent domain, if not overridden, apply
to CIs of child domain. All rules that are visible to a domain are applied,
and a rule overriding the parent domain displays thele child domain
version.
Understanding the CMDB reconciliation rules and troubleshooting

[KB0756709]
• Create a CI reconciliation rule
Create a static or a dynamic CI reconciliation rule.
• Create a data refresh rule
Specify data refresh rules to determine if a CI is stale for a specific

discovery source. Such CIs can then be updated by a lower-priority
authorized discovery source.
Create a static or a dynamic CI reconciliation rule.

associated.
If both, static and dynamic reconciliation rules exist for the same CI
attribute, the dynamic rule has precedence.
Note: You can't create a reconciliation rule for system fields or

for Identification and Reconciliation Engine (IRE) specific fields such
as the Discovery source (discovery_source) field. Also, reconciliation
rules can't be dot-walked using reference fields.
Related tasks
Create a static reconciliation rule
A static reconciliation rule specifies class attributes that discovery sources

are authorized to update, and prevents unauthorized discovery sources
from overwriting the attributes' values. A static reconciliation rule also
specifies the prioritization among multiple discovery sources. Without
static reconciliation rules, discovery sources can overwrite each other's
updates to attribute values.
Before you begin
About this task
Static reconciliation rules are used in conjunction with data refresh rules
to determine reconciliation steps for a CI. These rules determine if,
when, and by which discovery source a CI can be updated. If multiple
discovery sources are authorized to update the same class attributes,
assign a priority to each of these discovery sources to prevent them from
overwriting each other's updates.
After an authorized discovery source updates an attribute, subsequent

updates are accepted only from the same discovery source or from a
discovery source with a higher priority. Updates from a discovery source
with a lower priority are rejected, unless these two conditions are met:
• The lower priority source is the first source updating the CI.
• The CI became stale based on data refresh rules for the CI class.

associated.
Precedence order of static reconciliation rules:
• Rule configured for a specific attribute, has precedence over rule set
with Apply to all attributes (regardless of priority value).
• Between two rules for the same attribute or between two rules set with
Apply to all attributes, the rule that is specific directly for the class has
precedence over the derived rule.
• Between two rules for the same attribute or between two rules set
with Apply to all attributes at the same class level, precedence is
determined by rule priorities.
Information about the last discovery source that updates each attribute
is stored in the Data Source History [cmdb_datasource_last_update]
table, but only after enabling the reconciliation rule. Therefore, there
might be unexpected updates after you enable the rule until the highest
priority data source has updated the CI.
Static reconciliation rules affect reconciliation of stale CI attributes.

During reconciliation, the information in the Data Source History table
is considered along with the data refresh rules for the CI's class, to
determine if a CI attribute is stale. A CI attribute is determined to be stale
if it was not updated by the latest discovery source to update the CI,
within a time period. The time period is specified by the Effective Duration
time in the data refresh rule for the class for the discovery source. In
this case, if another authorized discovery source, with a lower priority
attempts to update the stale CI attribute, the update is allowed.
If there is a dynamic reconciliation rule for the same CI attribute as in a

static reconciliation rule, the dynamic rule takes precedence.
Procedure
2. Click Hierarchy to open the CI Classes hierarchy list. Then select a

class for which to create a reconciliation rule.
Reconciliation Rules.
4. In the Reconciliation Rules section, click Add to create a rule or select

an existing rule to edit.

associated.
5. Click the Static Reconciliation Rule tile if it appears.

If CMDB 360/Multisource CMDB is not enabled, you can't create a
dynamic reconciliation rule and the tiles to choose the rule type do
not appear.
6. Fill out the fields on the Add Data Sources & Prioritize tab, and then
click Next.
Field Description
Check box to activate this

Active
reconciliation rule.
The discovery source that you

Discovery Source
are configuring this rule for.
Priority of Source within other

discovery sources for the
specified attributes. Smaller
Priority numbers designate higher
priority. Discovery sources
without a reconciliation rule are
assigned the lowest priority.
You can add multiple pairs of Discovery Source and Priority.
7. Fill out the fields on the Select Attributes tab, and then click Next.
Field Description
Authorizes the specified

discovery sources to update all
attributes of the specified class.
Note: This rule will be
overridden by any rule
Apply to all attributes
that applies to a specific
attribute. In which case,
instead of using this option,
you can directly include all
attributes for Attributes.

associated.
Field Description
Attributes, from the current or

from a parent class, that the
specified discovery sources are
Attributes authorized to update.
Available only if Apply to all

attributes is not selected.
Attributes that the specified

discovery sources can update
with a null value. By default,
authorized discovery sources
cannot overwrite a non-null
value with a null value.
Update with Null
Attributes in this list, which are
not in the Attributes list, are
not included with the attributes
that the discovery sources can
update with a null value.
8. Fill out the fields on the Set Filter Condition tab, and then click Save.
Field Description
Conditions that CIs must meet for

the rule to be applicable.
For example, to apply this

Filter Condition rule only to CIs that
are associated with the
Finance department, select
this condition: [Department] [is]
[Finance].

associated.
Note: The
glide.identification_engine.enable_reconciliation_filter_before_update
system property determines when filter conditions are applied. By
default, those filter conditions are applied after attribute values
have changed during payload processing. Set this property to
true so that Identification and Reconciliation Engine (IRE) applies
the filter conditions before attribute values change.
What to do next
• Click the filter icon ( ) and select:
• Attributes: To show only reconciliation rules for a specific attribute.
• Discovery sources: To show only reconciliation rules for a specific

discovery source.
• Click Preview Rule to see per attribute, the precedence order between
any discovery sources that are authorized to update that attribute and
any dynamic reconciliation rules.
• If CMDB 360/Multisource CMDB is enabled, you can:
• Click Preview Data to see all attributes for a specific CI. Also, for each
attribute, the current CMDB value and discovery sources reported
values for the attribute.
• Click Recompute to recompute CI attribute values after changing

reconciliation rules.
• Navigate to All > Configuration > Identification/Reconciliation >

Reconciliation Definitions to see a list view of all definitions of
Create a dynamic reconciliation rule
A dynamic reconciliation rule uses CMDB 360 data to choose a value

such as the largest value that is reported, for updating a CI.
Before you begin
CMDB 360/Multisource CMDB must be enabled.

associated.
Role required: itil has read access, itil_admin (on top of itil) has full access
About this task
If the same CI attribute has both, a static reconciliation rule and

a dynamic reconciliation rule, the dynamic reconciliation rule has
precedence.
A dynamic reconciliation rule supports several rule types, such as largest

reported value and most reported value. When applying a dynamic
reconciliation rule, IRE processes the current payload and then examines
the CMDB 360 data store to select a value with which to update the
CMDB. Depending on the dynamic reconciliation rule type, selecting the
appropriate value might not be immediately conclusive. For example,
there might not be a single value that is most reported, or for some
values, the last discovered timestamp isn't reported. Therefore, when
necessary, IRE falls back to examining additional details such as last
reported, last discovered, and last updated values to select the most
appropriate value.
Note: You can't add a dynamic reconciliation rule when creating a

new child class in the CI Class Manager. You must first save the new
child class and then add the dynamic reconciliation rule.
Procedure
2. Click Hierarchy to open the CI Classes hierarchy list. Then select a

class for which to create a reconciliation rule.
4. In the Reconciliation Rules section, click Add to create a rule or select

an existing rule to edit.
5. Click the Dynamic Reconciliation Rule tile.
6. On the Select Rule tab, select a rule type in the Dynamic Rule Type
list field, and then click Next.

associated.
7. On the Select Attributes tab, select the attributes for which to apply
the rule. Then click Next.
Attributes that the specified rule type can't be applied to and
attributes for which a dynamic reconciliation rule already exists for,
don’t appear.
8. Fill out the fields on the Set Filter Condition tab, and then click Save.
Field Description

For example, to apply a rule only

Filter Condition
to CIs that are associated with
the Finance department, select
[Finance].
What to do next
• Click the filter icon ( ) and select:
• Attributes: To show only reconciliation rules for a specific attribute.
• Discovery sources: To show only reconciliation rules for a specific

discovery source.
• Click Preview Rule to see per attribute, the precedence order between
any discovery sources that are authorized to update that attribute and
any dynamic reconciliation rules.
• Click Preview Data to see all attributes for a specific CI. Also, for each
attribute, the current CMDB value and discovery sources reported
values for the attribute.
• Recompute CI attribute values.

associated.
• Navigate to All > Configuration > Identification/Reconciliation >

Reconciliation Definitions to see a list view of all definitions of
Specify data refresh rules to determine if a CI is stale for a specific

discovery source. Such CIs can then be updated by a lower-priority
authorized discovery source.
Before you begin
About this task
Data refresh rules have no impact when dynamic reconciliation rules are
in effect.
Data refresh rules are used in conjunction with static reconciliation rules
to determine reconciliation steps for a CI. These rules determine if, when,
and by which discovery source a CI can be updated.
Procedure
to create a data refresh rule.
4. In the Data Refresh Rules section, click Add to create a rule or select
an existing rule to edit. Fill out the details in the Create Data Refresh
Rules dialog box.
Field Description
Discovery source for which

Discovery source
staleness is evaluated.
The time period that is used for

Effective Duration
the staleness test.

associated.
Field Description
If the fields specified in the static
reconciliation rule for the CI's
class were not updated by the
specified discovery source within
the specified time period — the
CI is determined to be stale for
that discovery source.
If you enter a value with a prefix

that is valid and a suffix that is
not, such as 15 x — the valid
portion of the value is used ('15').
If the entire value is invalid — the
default value of 0 is used.
Active Activates the rule.
5. Click Save.
Related concepts
• Create a CI reconciliation rule
Create an IRE data source rule

prevent a specific discovery (data) source from inserting new CIs for a
specific class. Create IRE data source rules for discovery sources that you
don't trust in creating CIs but continue to trust in updating those CIs that
exist.
Before you begin
About this task
IRE data source rules have no impact when dynamic reconciliation rules
are in effect.

associated.
For example, an IP scan tool that discovers network gear but does not
discover servers and therefore creates server CIs without details. You
can prevent such discovery source from creating specific CIs, while still
permitting it to update those specific CIs if they exist. IRE data source
rules are stored in the IRE Data Source Rule [cmdb_ire_data_source_rule]
table.
• Child classes derive IRE data source rules from parent classes like
identification rules do.
• IRE data source rules that are specified for a child class, override any
IRE data source rules derived from a parent class.
When IRE processes an insert operation that is prohibited by an IRE

data source rule, the insert operation fails. This failure happens when
the discovery source and CI class in the insert operation and in an
IRE data source rule, match. When CreateOrUpdateCIEnhanced() is
used, IRE stores the failed payload in the CMDB IRE Partial Payloads
[cmdb_ire_partial_payloads] table for future potential use.
Note: When an insert operation is not allowed by the IRE
data source rule, then when using createOrUpdateCI(), the entire
IRE payload fails since createOrUpdateCI() doesn't allow partial
commits.
If later, a permitted discovery source attempts to insert that same CI, then
IRE inserts the CI after merging it with the matching CI from the partial
payloads. IRE then deletes the partial payload from the CMDB IRE Partial
Payloads [cmdb_ire_partial_payloads] table, and allows future updates
by the discovery source specified in the rule.
IRE data source rules do not apply to lookup and related items, and only
a single rule can be active for any class/discovery source pair.
Procedure
1. Navigate to All > Configuration > Identification/Reconciliation > IRE

Data Source Rule.
2. In the list view, click New and fill out the IRE Data Source Rule form.

associated.
Field Description
Activates the IRE data source

Active
rule.
The class (and child classes) that

the specified discovery (data)
Applies to
source is not allowed to create
CIs of.
Discovery (data) source that is

Data source not allowed to create CIs of the
specified class.
Disables the specified discovery

(data) source from inserting new
Insert Not Allowed
CIs from the specified class, to
the CMDB.
3. Click Submit.
Result
If a payload item with an insert request, and in which the discovery

source and the CI class match the discovery source and the CI class
specified in the IRE data source rule:
1. The insert operation fails and IRE logs the following message:
INSERT_NOT_ALLOWED_FOR_SOURCE Insert into [xyz] is blocked for

data source [xyz] by IRE data source rule.
2. If using CreateOrUpdateCIEnhanced(), then IRE stores the payload

item as a partial payload in the CMDB IRE Partial Payloads
[cmdb_ire_partial_payloads] table.
If later, a permitted discovery source successfully inserts a CI that

matches the CI from a partial payload item:
1. The current CI is merged with the matching CI from the partial

payload, applying static reconciliation rules as needed.

associated.
2. The respective partial payload in the CMDB IRE Partial Payloads

[cmdb_ire_partial_payloads] table is deleted.
3. Later payloads in which the non-permitted discovery source updates

the respective CI, run successfully.
4. IRE allows the discovery source, that was previously prohibited from
inserting the CI, to update that same CI which now exists in the
CMDB.
Detecting duplicate CIs

When the identification process encounters duplicate CIs, it groups
each set of duplicate CIs into a de-duplication task for review and
remediation. A large number of duplicate CIs might be due to weak
identification rules. You can configure the identification engine to
reconcile duplicate CIs.
During CMDB Identification, processing of duplicate CIs is determined by

the properties glide.identification_engine.skip_duplicates (set to true by
default) and glide.identification_engine.skip_duplicates.threshold (set to
5 by default), and on the number of duplicate CIs that are detected.
You can configure these properties so duplicate CIs are automatically
reconciled, skipping duplication.
• If glide.identification_engine.skip_duplicates is true, and the number

of duplicate CIs is less than the threshold specified by
glide.identification_engine.skip_duplicates.threshold, then the oldest of
the duplicate CIs is picked as a match and gets updated. That oldest
duplicate CI also becomes the main CI for that set of duplicate CIs.
The rest of the duplicate CIs are tagged as duplicates by setting the
cmdb_ci's duplicate_of to the appropriate main CI. During matching,
the identification engine filters out any CI that is tagged as duplicate of
any CI.
• If glide.identification_engine.skip_duplicates is false, then matching of

duplicate CIs fails with an error, and none of the duplicate CIs are
updated.
In either case, de-duplication tasks are always created.

associated.
Note: For a duplicate CI, if any of the CI's attributes, other than
duplicate_of, is updated by IRE processing, then the CI is no longer
considered a duplicate CI. In that situation, the value of duplicate_of
is cleared in the CI.
For more information about these properties, see Properties for

Review de-duplication tasks
For information about reviewing and remediating de-duplicate tasks, and

how the main CI is used, see Duplicate CIs.
Generate and simulate payload execution using

identification simulation
Identification simulation is a central location for automatically
constructing a payload that is guaranteed to be complete and
valid. You can then simulate the processing of the payload by the
identification and reconciliation engine (IRE) and examine the results
before actually submitting it for execution by IRE.
Use identification simulation to construct an input payload, and simulate

processing of the payload by IRE. You can then examine the results,
adjust identification rules if needed, and re-run the simulation of the
updated payload.
Use the identification simulation to:
• Automatically construct input payload that is based on existing

identification rules, hosting and containment rules.
• Simulate execution of a payload (automatically constructed by

identification simulation, or manually created).
• Browse payload output and execution log messages for a simulated

run.

associated.
Note:
• Identification simulation does not commit any updates to the

CMDB.
• Identification simulation supports simulation of processing payloads

that are provided and which contain non-CMDB tables, but
doesn't support the generation of such payloads.
Automatically generate payload using identification simulation
Use identification simulation to automatically construct an input payload

for a specified class. The constructed payload is complete with any
required dependent CIs, correctly structured, and syntactically valid for
processing by the identification and reconciliation engine (IRE).
Before you begin
Role required: admin
About this task
The payload that is constructed during identification simulation is for

the specified class. For a dependent CI class, you will be prompted
for information about all dependencies. After you provide the required
details, identification simulation constructs the payload based on your
input.
Note: Automatically generating payloads that contain non-CMDB

tables, isn't supported.
Procedure
1. Navigate to All > Configuration > Identification/Reconciliation, and

click Identification Simulation.
2. In the Start with CI Class box click Start.
3. On the Payload Information form, in the Data source field, select the
data source that is associated with this class update.
For the ServiceNow Discovery data source, select ServiceNow.

associated.
4. Select the Class in the payload.
a. In the Criterion Attributes area select the CI identifier attributes

and then specify the values that uniquely identify a CI.
b. In the Additional Attributes area specify attributes and values that

matching CIs will be updated with.
5. For dependent CIs associated with dependent identification rules, fill

out the Criterion Attributes and Additional Attributes sections in all
Container level sections that display.
6. Click Generate Script.
7. If any errors indicate that there are missing fields, fill in the missing
fields and then click Generate Script again.
What to do next
• Click Run Simulation to simulate processing of the payload by IRE.
• Examine the results of the simulation, fine-tune the payload as needed,

and combine with other payloads for other classes as desired. After
finalizing the payload, use the createOrUpdateCI() API to execute the
payload by IRE which will result in actual updates to the CMDB.
• Click Copy Script to copy the JSON script into the clipboard. You can
then paste that script into a third party software or to another screen of
the identification simulation.
Simulate payload processing using identification simulation
Use identification simulation to simulate the identification and

reconciliation engine (IRE) process of CI identification for an input
payload. Provide a valid payload, which was constructed using
identification simulation or that was created manually.
Before you begin

associated.
Procedure

2. (Optional) To run a simulation of an existing payload:
a. Click Start in the Start with Existing Payload tile.
b. On the Insert JSON Payload page, select the Data source that is
associated with this class update.
c. (Optional) Select Use Enhanced Identification to apply the

identifyCIEnhanced API for enhanced CI identification, instead
of using the identifyCI API.
d. Paste the JSON payload into the empty canvas.
3. (Optional) To construct a new payload click Start in the Start with CI

Class tile.
See Automatically generate payload using identification simulation
for more information.
4. Click Run Simulation to simulate processing of the payload by IRE.
What to do next
1. Examine the results of the simulation in the results pane, and fine-tune
the payload as needed:
a. Click Run #1 to display the Context ID and the Run ID of the

simulated run.
b. Click the drop down arrow next to Run #1 to display additional

details.
• Input: Displays the payload for the simulation.
• Logs: Displays all the logged messages that IRE generated

while simulating processing of the payload, according to the
specified logging level.
• Output: Displays the output payload returned by IRE.

associated.
2. After finalizing the payload, use the createOrUpdateCI() API to

execute the payload by IRE which will result in actual updates to the
CMDB.
Set logging level for identification simulation
Identification simulation logs each step of a simulated payload

processing. You can then examine these run logs to determine if a
payload was processed as expected, and if identification rules are
effective. You can adjust the level of logging so it is helpful, and so that
the amount of messages is not excessive or insufficient.
Before you begin
Procedure

2. Click the Settings icon.
3. Select logging level for the identification and reconciliation engine

(IRE) under IE Log Level and for the service cache under Service
Cache Log Level.
The logging levels are displayed in ascending order, from the
minimum level to the maximum level of logging.
4. Click on the Settings icon again to close the Settings dialog box.
Examine run logs
Identification simulation provides run logs which are generated by

Identification and Reconciliation Engine (IRE). You can access these run
logs for payload runs, to examine results and for debugging purposes. IRE
payload output logs appear in a user friendly format on a central page.
Before you begin

associated.
About this task
Also, internal applications that use IRE (such as Discovery) can call an
internal API to provide a URL to viewing IRE run logs.
Logging is in the context of a specific run of the identification

engine, and you can filter the log list by a specific data source
and time range. Up to 1000 run logs that are up to 2 months old
are listed, grouped by Context IDs, and run times. You can use the
glide.identification_logs.max_run_ids property to modify the 1000 limit.
You can control the logging level by using the

glide.discovery.identification.log_level Discovery system property and
setting the value to one of the following:
• Info
• Warn
• Error
• Debug
• DebugVerbose
• DebugObnoxious
Note: IRE performs an initial verification of a payload before

processing identification rules. If IRE detects any duplicate CIs based
on any class identifiers, the payload is rejected and processing stops.
Procedure
1. Navigate to All > Configuration > Identification/Reconciliation >

Identification Logs.
2. Filter the runs list as follows:
a. Source: Select the data source for which to display run logs.
b. Time Range: Specify a time range for which to display run logs.
The Runs list displays all runs for the specified data source, during the
specified time range.

associated.
3. In the Runs list, click a Run # to display its Context ID and Run ID.
A unique Context ID is associated with each specific payload that is
run. Each run of that payload, is associated with a unique Run ID. A
single Context ID for a payload that is run multiple times is associated
with multiple Run IDs.
4. Click the drop down arrow for a Run # to display additional details.
• Input: Displays the payload for the run.
• Logs: Displays all the logged messages that the identification

engine generated while running the payload, according to the
specified logging level.
• Output: Displays the output payload returned by the

identification engine.
IRE error messages
The Identification and Reconciliation Engine (IRE) generates the following

errors and messages. Depending on settings, these messages appear in
the Identification Logging pane and in the system logs.
For information about lookup-based CI identification and qualifier chains,

see Create or edit a CI identification rule.
Note: IRE performs an initial verification of a payload before
processing identification rules. If IRE detects any duplicate CIs based
on any class identifiers, the payload is rejected and processing stops.
For information about CMDB Identification Payload error: "FAILED TRYING

TO EXECUTE ON CONNECTION", see CMDB Identification Payload error -
"Insertion failed with error Error during insert of cmdb_ci...", where node
logs show "FAILED TRYING TO EXECUTE ON CONNECTION" "Duplicate entry
'XXX' for key 'XXX'" knowledge base article.

associated.
Error- IDENTIFICATION_RULE_MISSING
Message Description and Resolution
Description:
Identification rule is missing for a

class.
Identity Rule Missing for table [xyz] Resolution:
Ensure that there is an

identification rule for table [xyz],
and that the rule is active.
MISSING_MATCHING_ATTRIBUTES
Description:
Missing minimum set of values

for criterion attributes for an
identification rule.
In payload missing minimum set
of input values for criterion Resolution:
(matching) attributes from identify
rule for table [xyz]. Add these input In the payload, add minimum set
values in payload item 'abc' of values for criterion attributes
for CI Identifier for table [xyz].
Open the CI Class Manager, click
Hierarchy and select the [xyz class.
Check the identification rule and
the identifier entries for table [xyz.

associated.
Error- NO_CLASS_NAME_FOR_INDEPENDENT_CI
Description:
The class attribute was added

to the CI identifier which is not
Cannot have 'sys_class_name' as
supported.
a key field in an Independent
Identity Rule on 'xyz' Resolution:
Remove the class attribute from CI

Identifier for table [xyz].
Error- IDENTIFICATION_RULE_FOR_LOOKUP_MISSING
Description:
The payload has a lookup class

name, but the corresponding
lookup rule is missing.
Identity Rule for table [xyz] missing
Lookup Rule for class [abc] Resolution:
Add lookup identifier entry with

[Search on table] as [abc] for CI
Identifier for table [xyz].

associated.
Error- IDENTIFICATION_RULE_FOR_RELATED_ITEM_MISSING
Description:
The payload has a related class

name, but the corresponding
related rule is missing.
Identity Rule for table [xyz] missing
Related Rule for class [abc] Resolution:
Add related entry with [Related

table] as [abc] within CI Identifier
for table [xyz].
Error- NO_LOOKUP_RULES_FOR_DEPENDENT_CI
Description:
Cannot have Lookup Rule for a

Dependent Identity Rule.
Cannot have Lookup Rule for a
Dependent Identity Rule on 'xyz' Resolution:
Remove lookup identifier entry

from dependent CI Identifier for
table [xyz].

associated.
Error- INVALID_INPUT_DATA
Description:
Found invalid sys_id in payload. The payload has a reference to an

No record with sys_id [xyz] exist invalid sys_id.
in table [abc] or is a duplicate
record with [duplicate_of] field set Resolution:
to a main CI
Remove the referenced sys_id, or
provide a valid sys_id.
Description:
In payload no data source exists.

In payload no data source
exist. You need to provide
Resolution:
choice value from choice
field [discovery_source] in table In the payload, provide a valid
[cmdb_ci] choice value from choice field
[discovery_source] from table
[cmdb_ci].
Description:
The payload contains an invalid

In payload invalid data source data source.
[xyz] exist. You need to provide
a valid choice value from Resolution:
field [discovery_source] in table
[cmdb_ci] In the payload, provide a valid
choice value from choice field
[discovery_source] from table
[cmdb_ci].

associated.
Description:
The payload is referencing a

relationship that does not exist in
the [cmdb_rel_type] table.
No such relationship with name
[xyz] exist in table [cmdb_rel_type]. Resolution:
If out-of-box relationship for [xyz]
has been removed or renamed, it Verify that the reference to the
should be restored relationship is accurate. Or, if it
is a new relationship, add it to
the [cmdb_rel_type] table. Or, If
out-of-box relationship for [xyz]
has been removed or renamed,
restore it.
Description:
Payload references invalid parent

Payload relations 'xyz' has invalid indexes.
parent record index: [0] Resolution:
Check payload indexes and

ensure that they are all valid.
Description:
Payload references invalid child

Payload relations 'xyz' has invalid indexes.
child record index: [0] Resolution:
Check payload indexes and

ensure that they are all valid.

associated.
Error- DUPLICATE_RELATIONSHIP_TYPES
Description:
Duplicate relationship type records There are duplicate records in

exists with name [xyz] in table the [rel_ci_type] table for the
[cmdb_rel_type] having sys_ids: relationship.
[abc] Resolution:
Remove the duplicate records.
Error- DUPLICATE_PAYLOAD_RECORDS
Description:
The payload contains two items

Found duplicate items in the
whose criterion attributes have
payload (index 0 and 1), using
identical values.
className [xyz] and fields [abc].
Remove duplicate items from Resolution:
payload
Remove one of the duplicate
items.

associated.
Error- LOCK_TIMEOUT
Description:
Failed to acquire the system mutex

lock.
Resolution:
Failed to acquire synchronization
lock for xyz Increase the mutex expiration time
by adding the system property
glide.identification_engine.mutex_
expiration_time and setting to an
integer value that is greater than
the default value (15 min).
Error- MULTIPLE_DUPLICATE_RECORDS
Description:
Found duplicate records in the

specified table.
Found duplicate records in table Resolution:
[xyz] using fields [abc]
Fix the duplicate records found
by the identification engine.
Check de-duplication tasks for
information about all duplicates.

associated.
Error- REQUIRED_ATTRIBUTE_EMPTY
Description:
A required attribute is missing in the

payload.
Missing mandatory field [xyz] in
table [abc]. Add input value for Resolution:
mandatory field in payload
In the payload, add input value
for mandatory field [xyz] in table
[abc].
Error- MISSING_DEPENDENCY
Description:
No relations defined for the

dependent class that matches any
In payload no relations defined
of its metadata rules.
for dependent class [xyz] that
matches any containment/hosting Resolution:
rules: [abc]. Add appropriate
relations in payload for 'def' In payload add appropriate
relations for dependent class [xyz]
that matches any containment/
hosting rules: [abc].

associated.
Error- METADATA_RULE_MISSING
Description:
There are no containment

No containment or hosting rules or hosting rules defined for
defined for dependent class [xyz]. dependent class.
Add containment/hosting rules for
‘abc' Resolution:
Add containment or hosting rules

for dependent class [xyz].
Error- MULTIPLE_DEPENDENCIES
Description:
Multiple dependent relation items

exist.
Found multiple dependent relation
items [xyz] and [abc] in payload Resolution:
Remove one of the multiple

dependent relation items [xyz] or
[abc].
Description:
Multiple paths leading to the same
destination: xyz -> abc Multiple paths leading to the same
destination.

associated.

Resolution:
Remove duplicate relationship/

qualifier chains that might exists
between xyz -> abc.
Error- ABANDONED
Description:
Dependent payload item has

Abandoning processing payload errors, so abandoning processing.
item 'xyz', since its depends on
payload item 'abc' has errors Resolution:
Resolve the error on the

dependent payload item ‘abc'.
Description:
Matched sys_id does not exist in

the corresponding table.
Can't find matched record with
sys_id [xyz] in table [abc] Resolution:
Check in table [abc] whether

matched record is a valid record
based on input payload.
Description:
Identification engine API got
called recursively, aborting... The Identification engine API was
called recursively.

associated.

Resolution:
Avoid calling the Identification

engine API recursively.
Description:
Error occurred during processing

Detected error while processing payload.
payload from xyz Resolution:
Resolve all errors mentioned in the

output payload from xyz.
Description:
While processing relations Payload item has errors.

encountered errors in payload
item: xyz Resolution:
Resolve errors in payload item ‘xyz'.
Description:
Error occurred during parsing JSON

Error occurred during parsing input payload.
json payload: xyz Resolution:
Ensure that input JSON payload

has correct JSON format.

associated.
Error- MULTI_MATCH
Description:
Duplicate dependent records Found duplicate dependent CIs.

found having relationship [xyz] with
Resolution:
same CI (className:[abc], sysId:
[def]) Check de-duplication tasks for
information about all duplicates,
and then delete duplicate records.
Description:
Found multiple relations between

payload items.
Found multiple relations between
payload items: 'xyz' and 'abc' Resolution:
Check for duplicate relationship

chains and qualifier chains that
might exist.
Description:
Found duplicate records in lookup

table.
Found duplicate records in lookup
table [xyz] using fields [abc] and Resolution:
reference field [def]
Check de-duplication tasks for
information about all duplicates,
and then delete duplicate records.

associated.
Error- QUALIFICATION_LOOP
Description:
Qualification chain has a loop.

Qualification chain has loop that
Resolution:
contains relation 'xyz'
Remove the loop from the
qualification chain with relation
‘xyz'.
Error- TYPE_CONFLICT_IN_QUALIFICATION
Description:
Multiple qualification paths found.

Invalid payload, qualification
chain has multiple possible paths Resolution:
for payload items: 'xyz' and 'abc'
Remove multiple possible
qualification paths between items
‘xyz’ and ‘abc'.

associated.
Error- RECLASSIFICATION_NOT_ALLOWED
Description:
CI reclassification not allowed.
CI Reclassification not allowed Resolution:

from class: [xyz] to [abc]
Check reclassification tasks for
information about reclassification,
and check if reclassification from
class: [xyz] to [abc] is valid.
Error- DUPLICATE_RELATED_PAYLOAD
Description:
Duplicate Related items present.

Found duplicate Related items (0
and 1) in the payload index 1 using Resolution:
fields xyz
related items present in the
payload.

associated.
Error- DUPLICATE_LOOKUP_PAYLOAD
Description:
Duplicate lookup items present.

Found duplicate Lookup items (0
and 1) in the payload index 1 using Resolution:
fields xyz
lookup items present in the
payload.
INSERT_NOT_ALLOWED_FOR_SOURCE
Description:
An IRE data source rule is

configured to prevent data source
[abc] from inserting CIs of the [xyz]
class.
Insert into [xyz] is blocked for data Resolution:

source [abc] by IRE data source
rule Delete or update the appropriate
IRE data source rule to let data
source [abc] insert CIs of the [xyz]
class.
Or, wait for another permitted

data source to create the same
CI.

associated.
CI reclassification during IRE processing

During the Identification and Reconciliation Engine (IRE) CI identification
process, a CI might need to be reclassified to a different sys_class_name
type. By default, CIs are reclassified automatically. If automatic
reclassification is disabled, then the CI is not reclassified and the system
generates a reclassification task for your review.
The class of a CI can be upgraded, downgraded, or switched to

a different branch in the class hierarchy. For more details about
reclassification operations, see Reclassify a CI. You can use system
properties and payload flags to configure the IRE behavior of CI
reclassification, globally or individually per CI.
Note: CI reclassification is possible only between two classes that
have identical identification rules.
Configure automatic CI reclassification using system properties
You can use system properties to configure system-wide IRE behavior

for CI reclassification. For information about CI reclassification-related
properties, including access, see Properties for Identification and
Reconciliation.
The following properties enable or disable automatic reclassification

updates that are specified in a payload. These properties are set to
true in the base system, enabling processing of CI updates, including CI
reclassification updates.
To disable any automatic reclassification update, set the respective

property to false. In that case, IRE rejects a payload (or a payload
item in Enhanced IRE) with the respective reclassification updates, and
creates a reclassification task.
• glide.class.upgrade.enabled
• glide.class.downgrade.enabled
• glide.class.switch.enabled

associated.
The following properties enable IRE to process CI updates with

reclassification operations. However, depending on the property
setting, IRE processes or skips the reclassification update. These
properties are set to false in the base system, in which case IRE
processes CI updates including any CI reclassifications.
Set a property to true to configure IRE to process CI updates but not the
CI respective reclassification update.
• glide.identification_engine.update_without_switch_enabled
• glide.identification_engine.update_without_downgrade_enabled
• glide.identification_engine.update_without_upgrade_enabled
This set of properties takes precedence over the previous set of
properties (glide.class.<reclassification>.enabled). For example, with
the following conflicting property settings, the second property takes
precedence over the first:
• glide.class.downgrade.enabled = false
• glide.identification_engine.update_without_downgrade_enabled =
true
Example for IRE processing of a payload item with a switch of a CI from

Linux Server to Window Server. With the following default property settings
in the base system, IRE updates the attributes including the class switch:
• glide.class.switch.enabled = true
• glide.identification_engine.update_without_switch_enabled = false
However, with the following property settings, IRE updates the attributes
but skips the class switch:
• glide.class.switch.enabled = true
• glide.identification_engine.update_without_switch_enabled = true
Configure automatic CI reclassification in input payloads
You can use flags which correspond to the system properties,

in the input payload of the CreateOrUpdateCIEnhanced() or the
createOrUpdateCI() APIs. In the payload, set these flags to true or false

associated.
to temporarily override the respective system property settings, at the

payload item level.
Also, you can pass payload level settings (which apply to all items within
a payload), per data source, by specifying CI reclassification properties
on the Robust Import Set Transformers form. For more information, see
Robust import set transformer properties.
Payload flags that control reclassification behavior:
• classUpgrade
• classDowngrade
• classSwitch
• updateWithoutUpgrade
• updateWithoutDowngrade
• updateWithoutSwitch
The following sample JSON payload enables automatic reclassification

for the specified CI:
{ items: [{className: 'cmdb_ci_server', classUpgrade: tru

e, classDowngrade: true, classSwitch: true, values: {name
: 'linux123', serial_number: '12srt567', ip_address: '10.
2.3.4'}, }]}
Reclassification restriction rules
Prevent IRE from downgrading or switching a CI class during payload

processing to help prevent data loss. A reclassification restriction rule
prevents a CI class change for specific source and target classes, while
still processing any other property updates for the CI.
You can use a reclassification restriction rule, for example, to prevent

a CI class downgrade from cmdb_ci_linux_server (source class) to
cmdb_ci_server (target class). Or, to prevent a CI class switch from Linux
Server to Windows Server. Reclassification restriction rules can be useful
when using a Service Graph Connector which might lead to a class
downgrade or switch, and a potential loss of important data.

associated.
To control the application of reclassification restriction rules:
• Use the
glide.identification_engine.reclassification_restriction_rules_enabled
system property to globally enable or disable the application of active
reclassification restriction rules. This property is set to true by default.
Use the skipReclassificationRestrictionRules payload flag in an IRE

payload to prevent the application of active reclassification restriction
rules.
For example, a payload with the skipReclassificationRestrictionRules

flag:
{
"items": [
{
"className": "cmdb_ci_server",
"values": {
"short_description": "Linux server description",
"name": "Linux Server 1"
},
"settings": {
"skipReclassificationRestrictionRules": "true"
}
}
]
}
For information about how to create a reclassification restriction rule, see

Create a reclassification restriction rule.
Create a reclassification restriction rule
Reduce data loss during IRE processing by preventing a CI class change

for specific source and target classes. A reclassification restriction rule
affects only the Class attribute and does not prevent the update to the
rest of the CI properties.
Before you begin
Role required: Itil_admin (Itil has read privilege only)

associated.
About this task
If during IRE processing of a payload, a CI needs to be reclassified

(downgrade or switch class), IRE checks reclassification restriction
rules. If any reclassification restriction rule applies to the current CI
reclassification, IRE processes the CI properties update, but skips the CI
reclassification.
IRE output provides specific details about any processing related to

reclassification restriction rules.
A reclassification restriction rule applies only to the direction between

the specified source and the target classes. The rule doesn't prevent a
reclassification in the opposite direction, from the specified target class to
the source class. To restrict reclassification between two classes in both
directions, specify two separate reclassification restriction rules, one for
each direction.
Procedure
1. Enter cmdb_ire_reclassification_restriction.list in the filter

navigator.
2. Fill out the Reclassification Restriction form.
Field Description
Name of the reclassification

Name
restriction rule.
Source table Current CI class.
Whether to apply the

Source inheritance reclassification restriction rule to
child classes of Source table.
Target class Reclassification target class.
Whether to apply the

Target inheritance reclassification restriction rule to
child classes of Target table.

associated.
Field Description
CI reclassification type:
Type
Downgrade or Switch.
3. Click Submit.
What to do next
In the Reclassification Restrictions list view, you can activate or

deactivate a reclassification restriction rule by setting its Active value to
true or false.
View a reclassification task
When automatic CI reclassification is disabled, reclassification tasks are

created for CIs that could not be automatically reclassified during the
identification process. Review these tasks to locate the CIs and decide if
to reclassify them.
Before you begin
Role required: admin or itil
Procedure

Reclassification Tasks.
2. Select a reclassification task.
3. Examine the details on the Reclassification Task form.

Reclassification Task form
Field Description
Configuration item The CI that must be reclassified.
Short description noting that CI

Short description
reclassification was not allowed.

associated.
Field Description
Description noting the current

Description class of the CI and the class that
the CI must be changed to.
Payload used in the

Internal payload
identification process.
What to do next
After examining the task details, you can locate the CI that is noted in
the task Description and manually reclassify it. For details, see Reclassify a
CI.
CMDB dependent relationship rules

Service definitions consist of CI types and relationship types. Dependent
relationship rules define the dependency structure of the CI types
and the relationship types in these service definitions, helping in CI
identification and in the construction of business service maps.
The dependencies that are defined by these rules are used when
identifying dependent CIs to prioritize the order of CI identification, and
to match CIs and respective dependent CIs in a payload. Dependent
relationship rules are also used by Service Mapping and can be defined
for custom CI types. After defining a new CI type, you can define
dependent relationship rules that specify how the new CI type is related
to existing types in the CMDB.
Dependent relationship rules consist of hosting and containment rules

(dependent relationship rules), each type modeling the data from
a different perspective of the CI. Containment rules represent CIs'
configuration hierarchy, describing which CI contains which other CIs.
Hosting rules represent CIs' placement in a business definition, describing
what CIs run on.
Both hosting and containment rules describe a relationship type between

two CI types and the same relationship type can be used in a hosting
rule and in a containment rule. It is the context in which the relationship is
used that distinguishes between a containment and hosting rule.

associated.
Manage dependent relationship rules:
• To access rules at the class level, use the CI Class Manager. Navigate to
All > Configuration > CI Class Manager.
• To access grouped rules, use the Metadata Editor. Navigate to All >
Configuration > Identification/Reconciliation > Metadata Editor.
The plugins that have been activated on an instance determine which

hosting and containment rules exist in a base system.
Hosting rules
Hosting rules represent all the possible valid combinations of pairs of

hosting and hosted CIs in the service definition. Hosting rules are a flat
set of rules that can be only one level deep, and which always involve
resources, typically physical or virtual hardware. Each hosting rule is a
stand-alone rule between two CI types, describing either a valid CI type
that another CI type can host, or by which another CI type can be
hosted. A hosting rule consists of a parent CI type, a relationship type
(such as Hosted On::Hosts) and a child CI type. For example, you can
have a hosting rule that specifies that the CI type ‘Application’ ‘Runs
On::Runs’, the CI type ‘Hardware’.
A CI can be hosted on multiple resources (such as Windows and Linux).

This CI is represented by a hosting rule for the CI with each resource that
the CI can be hosted on. During CI identification, the pair of CIs that are
being examined, should satisfy at least one hosting rule.
Hosting rules are stored in the CMDB Metadata Hosting Rules

[cmdb_metadata_hosting] table.
Containment rules
Containment rules represent the containment hierarchy for a CI type,

describing valid objects that a CI type can contain in the service
definition, and valid objects that can be contained by the CI type.
Containment rules are chained to each other in a containment rules
group, with a CI type that is the top-level (root) parent of the group.
The collection of containment rules construct a hierarchy-like map
of containment relationships. Containment rules are logical concepts
used to represent logical CIs, for example to describe software that
runs on a server. A containment rule consists of a parent CI type, a
relationship type (such as 'Contained By::Contains'), and a child CI type.

associated.
For example, you might have a containment rule specifying that the CI
type ‘Tomcat’ ‘Contains::Contained By' CI type ‘WAR File’.
Endpoints are special containment rules that specify incoming or

outgoing connections in the model, designating the CI types that data
of some specified type flows in to or out from the service definition. After
adding an endpoint to a containment rule, you cannot add any child
rules to the endpoint rule.
Containment rules are stored in the CMDB Metadata Containment Rules

[cmdb_metadata_containment] table.
Reference rules
Reference rules are used mostly by Cloud Management to represent all

of the possible valid combinations of pairs of referencing and referenced
CIs in the service definition.
• Reference rules are a flat set of rules that can be only one level deep.
• Reference rules always involve resources, typically virtual entities. Each

reference rule is a stand-alone rule between two CI types, describing
either a valid CI type that another CI type can reference, or by which
another CI type can be referenced. Both the CI classes should be able
to live independent of each other.
• A referencing rule consists of a parent CI type, a relationship type

(such as Provisioned From::Provisioned) and a child CI type.
For example, you can have a referencing rule that specifies that the
CI type ‘Virtual Machine’ Provisioned From::Provisioned, the CI
type ‘Image’.
• A CI can reference multiple resources (for example, a VM Instance

can have a reference relation with both the Image and the Hardware
templates). This CI is represented by a referencing rule for the CI with
each resource that the CI can be referenced from.
• The reference rule cannot be part of the CI identification.
• Reference rules are stored in the CMDB Metadata Reference Rules

[cmdb_metadata_reference] table.

associated.
Rules requirements
The rules that you create are bound by the following requirements which
narrow the relationships and ensure that only valid options are available
in the drop-down lists in the Metadata Editor.
• Given a CI type that is as a child in a containment rule: Not this

CI type or its children can be a top-level (root) parent of any other
containment rule, and it cannot be in any hosting rule, either as a
parent or as a child.
• Given a CI type that is a top-level (root) parent of a containment rule: It

cannot be a child in a hosting rule (for example, you cannot be hosted
on Tomcat, if Tomcat has any containment rules).
• Given a CI type that is a child in a hosting rule: It cannot be in any

containment rule, either as a parent or a child.
• Given a CI type that is a parent in a hosting rule: It cannot be a child in

any containment rule.
• Hosting rules cannot create loops such as Tomcat –runs_on- VMWare

–runs_on- Tomcat.
Example: Hosting and containment rules model
Hosting rules that model the diagram:

associated.
Tomcat 'Runs on' Hardware.
Containment rules that model the diagram:
• Tomcat 'Contains' Configuration File
• Tomcat 'Contains' WAR
• WAR has two endpoints for JDBC with MySQL:
• Inbound
• Outbound
Example: Valid set of rules
Tomcat Hosted Linux

Linux Hosted Computer
The second metadata entry triggers the third requirement, which is

satisfied (it is a hosting rule, not a containment rule).
• Create dependent relationship rules
Create hosting and containment rules (dependent relationship rules) for

CI classes to help with correctly identifying dependent CIs during the
business discovery process and service mapping. Discovery calls the
identification API that applies dependent relationship rules.
Create hosting and containment rules (dependent relationship rules) for

CI classes to help with correctly identifying dependent CIs during the
business discovery process and service mapping. Discovery calls the
identification API that applies dependent relationship rules.
You can create a basic hosting or containment rule in the CI Class

Manager. Or, use the Metadata Editor to create groups of hosting and
containment rules, and inbound or outbound endpoints in containment
rules. The CI Class Manager and the Metadata Editor are synchronized,
and you can use each of those tools to display and edit a dependent
rule.

associated.
Create a dependent relationship rule for a CMDB class
Use the CI Class Manager to create a basic dependent relationship rule

(hosting or containment relationship rule) for a CMDB class.
Before you begin
About this task
The class for which you create dependent relationship rule, must have a
dependent identification rule.
Procedure
2. Click Hierarchy to display the CI Classes list, and select the class for
which you want to create a hosting or a containment rule.
3. In the class navigation bar, click Dependent Relationships.
4. In the Dependent Relationships view, click Add dependency.
5. Fill out the details in the Add Dependent Relationship Rule dialog box.
Field Description
Designation of whether this rule is

Rule Type a hosting rule or a containment
rule.
This Class The class that the rule applies to.
Relationship The relationship type for the rule.
The target class for the

dependent relationship rule. The
Target Class designation of this class as a
child or parent class, is based on
the specified Relationship.

associated.
6. Click Save.
What to do next
You can click Reset to derived and then confirm the operation to delete
all dependent relationship rules that were added specifically for the
selected class. Only dependent relationships that are derived from a
parent class, remain.
For more information about child and parent classes, see Table extension
and classes.
Create or edit a collection of containment rules
Create containment rule for CIs to help with correctly identifying

dependent CIs during the business discovery process and service
mapping. Discovery calls the identification API that applies dependent
relationship rules.
Before you begin
About this task
A containment rule is a dependent relationship rule which defines a

relationship between two CIs, structured as: CIType1 RelationshipType
CIType2. The first CI type that you add becomes the top level CI of a
containment rules group which is a chain of containment rules. The entire
set of containment rules is organized as groups according to top-level
CIs.
To create a containment rules group for a new CI type, you need to first
add the CI Type1 of the relationship. To add a child containment rule
for a CI type that exists, you need to select that CI type, and define the
second portion of the relationship rule which is the relationship type and
CI Type2.
To each rule within a containment rules group you can add inbound or
outbound endpoints, which are noted by blue up and down arrows. After
adding an endpoint, you can not add a containment rule in that branch
of the containment rules hierarchy.

associated.
Procedure
1. Navigate to All > Configuration > Metadata Editor.
2. In the Metadata Editor, click the Containment Rules tab.
3. Click Add New Rule to add a top-level rule or point to a rule for
which you want to add a child rule and click the green '+' icon that
appears on the right.
4. Complete the Add Containment Rule to <class> form.
Field Description
The CI class that the rule applies

Configuration Item Type
to.
Relationship Type The relationship type for the rule.
Enable to use the reverse

Reverse Relationship Direction
relationship in the rule.
Enable to always include the

CIs of the specified class in
the Service Map if their parent
Always include in Service Model
CI (based on the containment
relationship) is present in the
Service Map.
5. Click Create.
6. Add an endpoint to a child rule:
a. Point to a child rule for which you want to add an endpoint.
b. Click the blue "+" icon that appears on the right.
c. Complete the Add Endpoint To <class> form.
Field Description
Endpoint Type The type of endpoint.

associated.
Field Description
Inbound or Outbound The direction of the endpoint.
d. Click Create.
Create or edit a collection of hosting rules
Create hosting rule for CIs to assist in correctly identifying dependent CIs
during the business discovery process and service mapping. Discovery
calls the identification API that applies dependent relationship rules.
Before you begin
A hosting rule is a dependent relationship rule which defines a

relationship between two CIs, structured as: <CI Type1> <relationship
type> <CI Type2>. To create a hosting rule, you need to add a CI type
as <CI Type1> in the relationship rule, and then define the second portion
of the relationship rule which is the relationship type and <CI Type2>.
The entire set of hosting rules is organized as groups according to the
top-level hosted CIs.
A hosting rule implicitly contains two rules, which are the reversal of each
other. When you create the rule '<CI Type1> <relationship type> <CI
Type2>', the rule '<CI Type2> <reversed relationship type> <CI Type1>' is
automatically added.
Procedure
1. Navigate to All > Configuration > Metadata Editor.
2. In the Metadata Editor, click the Hosting Rules tab.
3. Click Add New Rule to add a top-level rule or point to a rule for
which you want to add a child rule and click the green '+' icon that
appears on the right.
4. Complete the Add Hosted/Hosting Rule to <class> form.

associated.
Field Description
Configuration Item Type The <CI Type2> in the rule.
Relationship Type The relationship type for the rule.
Check to reverse relationship in

Reverse Relationship Direction
the rule.
5. Click Create.
IRE support for non-CMDB tables

Apply Identification and Reconciliation Engine (IRE) processes to
supported non-CMDB tables to ensure data integrity and health of those
tables.
Starting with the Vancouver release, IRE supports some non-CMDB tables.
You can use all IRE features with some non-CMDB tables after creating
identification rules (CI identifiers and identifier entries) for those tables.
Non-CMDB tables supported for IRE features include:
• In an application-specific scope: All non-CMDB tables
• In the global scope: Only non-CMDB tables that are preset in

the base system. In the Vancouver release for example, the
Location [cmn_location], Department [cmn_department], Cost Center
[cmn_cost_center], Building [cmn_building], User [sys_user], and Group
[sys_user_group] non-CMDB tables are supported.
You can't use the CI Class Manager to manage any IRE-related rules
for non-CMDB tables. Instead, you must work directly with the respective
tables in list views to create and manage those rules as described in the
following procedures:
• Create an identification rule for a non-CMDB table
• Create a reconciliation rule for a non-CMDB table
• Create an IRE data source rule for non-CMDB tables
• Create a data refresh rule for a non-CMDB table

associated.
• Create an identification inclusion rule for a non-CMDB table
• Simulate payload execution using identification simulation
• Use partial payloads
• Review and remediate de-duplication tasks
You can use the following store apps with supported non-CMDB tables:
• CMDB 360 in CMDB Workspace
• IntegrationHub ETL
IRE processes are applied to supported non-CMDB tables with the

following differences:
• IRE doesn't populate the discovery_source, last_discovered, and the

first_discovered attributes if those attributes don't exist in the non-CMDB
table.
• IRE uses the non-CMDB table’s class name as sys_class_name if the

table doesn't include a sys_class_name attribute.
• IRE payloads don't support relationships with non-CMDB tables.
Note: Although IRE-related user interface and accompanying

documentation might reference CMDB and CMDB elements, most
of those references also apply to any supported non-CMDB tables.
• Create an identification rule for a non-CMDB table
To use Identification and Reconciliation Engine (IRE) features with

supported non-CMDB tables, you must first create identification rules
that uniquely identify the table records. Each non-CMDB table can be
• Create a reconciliation rule for a non-CMDB table
Create a static or a dynamic CI reconciliation rule for a non-CMDB

table.
• Create a data refresh rule for a non-CMDB table

associated.
To apply Identification and Reconciliation Engine (IRE) features to

supported non-CMDB tables, create data refresh rules for those tables.
Data refresh rules are used to determine if a record is stale for a specific
data source. Such records can then be updated by a lower-priority
authorized data source.
• Create an identification inclusion rule for a non-CMDB table
Narrow the scope of records that are included in the identification

process of non-CMDB records by creating an identification inclusion
rule.
• Create an IRE data source rule for non-CMDB tables

prevent a specific data source from inserting new records for a specific
non-CMDB table. Create IRE data source rules for data sources that
you don't trust in creating records but continue to trust in updating
those records that exist.
To use Identification and Reconciliation Engine (IRE) features with

supported non-CMDB tables, you must first create identification rules
that uniquely identify the table records. Each non-CMDB table can be
Before you begin
About this task
Each identification rule consists of a single identifier for the table, one or
more identifier entries, and one or more related entries.
Review the following topics before creating identification rules:
When creating identifier entries, you can configure the Search on table
and Criterion attributes fields on the Identifier Entry form to implement
one of the following options:

associated.
Regular identifier entry
Lets you select attributes from the associated identifier table.
Lookup identifier entry
Lets you select attributes from any related table (Lookup table), other
than the currently selected table.
Hybrid identifier entry
Lets you select attributes from both the currently main selected table,
and from another table (Lookup table).
For non-CMDB tables, only independent identification rules are

supported.
Procedure
1. Navigate to All > Identification/Reconciliation > CI Identifiers.
2. In the Identifiers list view, click New.
3. Fill out the Identifier form.
Field Description
Name Name of CI identifier.
Applies to Supported non-CMDB table.
Must be checked to indicate

that the identifier can identify a
Independent
record independently of other
records.
4. Click Submit.
5. In the Identifiers list view, locate and open the identifier that you just
created.
6. On the Identifier form, select the Identifier Entries tab and then click
New.

associated.
7. Fill out the Identifier Entry form.
Field Description
Preset with the name of the

Identifier
table of the associated identifier.
Preset with the label of the table

of the associated identifier.
To create:
• A regular identifier entry: Set

to the identifier table and
select Criterion attributes
from that same table.
• A lookup identifier entry: Set

to another table (lookup
table) and select Criterion
attributes from that lookup
table.
Search on table
• A Hybrid identifier entry: Set
to another table (lookup
table) and then do the
following steps.
• Select Criterion attributes

from the lookup table.
• Add Hybrid Entry CI

Criterion Attributes from
the current table using
background scripts, after
saving the rule. For more
details, see the 'What to
do next' section at the
end of this task.

associated.
Field Description
A lookup table should have
a reference to the associated
identifier table.
Set of attributes that uniquely

identify the record. Attributes
can belong to the current class,
or to a parent class.
Note: It's possible to
be effective:

Criterion attributes

and then replaces
invalid values in a
an invalid Model ID
up having that same
CIs.
Priority of applying the identifier

Priority entry. Rules with lower priority
numbers are given higher

associated.
Field Description
priority. Identifier entries of
identical priorities are applied
randomly.

order.
Specifies whether the identifier

entry is active. At least
Active one identifier entry in an
identification rule must be active
for the rule to apply.
For lookup identification, match

a record only on exact lookup
records count match.
When enforced, all lookup items
for a record in the payload must
have matching records in the
lookup table that reference the
same record:
a. Only matches records that

have all the lookup items
from the input payload
Enforce exact count match
referencing the record in the
table.

created record as the final
match.
When not enforced, one lookup
item for a record in the payload
matching a record in the lookup
table, is sufficient to consider a
match:

associated.
Field Description
a. Matches any record that has
at least one of the lookup
items from the input payload
referencing the record in the
table.

matches, selects the records
with the max number of
record in the table.
c. If there are still multiple

created record as the final
match.
When selected, then if at

least one criterion attribute isn't
null, attempt matching with an
identifier entry even if there are
Allow null attribute criterion attributes that are null.
Otherwise, all criterion attributes

must have values to attempt
matching with an identifier entry.
Allows the identification rules of

the record's parent table to be
used if a match isn't found for
Allow fallback to parent's rules
this identification rule. Applies
only for dependent identification
rules.

Optional condition
records that will be searched for
a matching record.

associated.
Field Description
Available only if the
glide.identification_engine.enabl
e_identifier_optional_condition
system property is set to true
(false by default). In the base
system, identifier entries of
various classes are pre-
configured with advanced
options conditions. All these pre-
configured conditions in regular
identifier entries will
automatically apply when you
set this property to true.
Therefore, to prevent
unexpected behavior, review
those predefined conditions in
setting this property to true.
For more details about this

property, see Properties for

sys_class_name], [ip_address, sys_class_name]), then the other
attribute can't be NULL, even if Allow null attribute is enabled.
This restriction is due to sys_class_name being considered a
special system matching attribute.
8. Click Submit.
9. On the Identifier form, select the Related Entries tab and then click
New.
10. Fill out the Related Entry form.

associated.
Related Entry form
Field Description
Preset with the identifier that this

Identifier
related entry is associated with.
Check box that specifies that the

Active
related entry is active.
A related table (lookup table)

Related table that references the record that is
being matched.
A referenced field in Related

Referenced field table with a reference to the
associated identifier table.
The set of attributes to uniquely

identify the related item.
Criterion attributes Attributes can belong to the
current class, or to a parent
class.

associated.
Field Description
Note: It's possible to

be effective:


and then replaces
invalid values in a
an invalid Model ID
up having that same
CIs.
Click the lock icon to view, add,

or remove attributes from the
If at least one criterion attribute

in the related table isn't null,
allow to attempt matching with
Allow null attribute
an identifier entry even if there
are criterion attributes which are
null.

associated.
Field Description
Priority of the related entry

for the specified Related table.
Rules with lower priority numbers
are given higher priority while
matching a related item for a
specific related table. Related
entries for the specified related
table with identical priorities are
Priority applied randomly.

order.
Filter conditions to narrow the set

Optional condition of records that will be searched
for a matching related item.
11. Click Submit.
What to do next
To add criterion attributes to a Hybrid Entry CI Criterion Attributes field in

a hybrid identifier entry, instead of using the Identifier Entry form, you must
use background scripts. After saving the identification rule, navigate to
System Definitions > Scripts - Background, and then enter a script that
adds the attributes and click Run script.
Sample script:
var gr = new GlideRecord('cmdb_identifier_entry');
// get the identifier entry you want to update
gr.get('<identifier_entry_sys_id>');
// set the attributes you want in the hybrid rule in a co
mma separated list
// for example: 'name,serial_number'
gr. hybrid_entry_ci_criterion_attributes='<column_name_1>

associated.
,<column_name_2>,<etc.>';
gr.update();
This process requires the admin role.
Create a static or a dynamic CI reconciliation rule for a non-CMDB table.
For information about static reconciliation rules, dynamic reconciliation

rules, and other principals related to reconciliation rules, see
Reconciliation rules.
If both, static and dynamic reconciliation rules exist for the same record
attribute, the dynamic rule has precedence.
Note: You can't create a reconciliation rule for system fields or

for Identification and Reconciliation Engine (IRE) specific fields such
as the Discovery source (discovery_source) field. Also, reconciliation
rules can't be dot-walked using reference fields.
Create a static reconciliation rule for a non-CMDB table
A static reconciliation rule specifies class attributes that data sources

are authorized to update, and prevents unauthorized data sources
from overwriting the attributes' values. A static reconciliation rule also
specifies the prioritization among multiple data sources. Without static
reconciliation rules, data sources can overwrite each other's updates to
attribute values.
Before you begin
About this task
Static reconciliation rules are used in conjunction with data refresh rules
to determine reconciliation steps for a record. These rules determine if,
when, and by which data source a record can be updated. If multiple
data sources are authorized to update the same attributes, assign a
priority to each of these data sources to prevent them from overwriting
each other's updates.
After an authorized data source updates an attribute, subsequent

updates are accepted only from the same data source or from a data

associated.
source with a higher priority. Updates from a data source with a lower
priority are rejected, unless these two conditions are met:
• The lower priority source is the first source updating the record.
• The record became stale based on data refresh rules for the class.
Precedence order of static reconciliation rules:
• Rule configured for a specific attribute, has precedence over rule set
with Apply to all attributes (regardless of priority value).
• Between two rules for the same attribute or between two rules set with
Apply to all attributes, the rule that is specific directly for the class has
precedence over the derived rule.
• Between two rules for the same attribute or between two rules set
with Apply to all attributes at the same class level, precedence is
determined by rule priorities.
Information about the last discovery source that updates each attribute
is stored in the Data Source History [cmdb_datasource_last_update]
table, but only after enabling the reconciliation rule. Therefore, there
might be unexpected updates after you enable the rule until the highest
priority data source has updated the CI.
Static reconciliation rules affect reconciliation of stale attributes. During

reconciliation, the information in the Data Source History table is
considered along with the data refresh rules for the CI's class, to
determine if a CI attribute is stale. A CI attribute is determined to be stale
if it was not updated by the latest discovery source to update the CI,
within a time period. The time period is specified by the Effective Duration
time in the data refresh rule for the class for the discovery source. In
this case, if another authorized discovery source, with a lower priority
attempts to update the stale CI attribute, the update is allowed.
If there is a dynamic reconciliation rule for the same record attribute as in

a static reconciliation rule, the dynamic rule takes precedence.
Procedure

Reconciliation Definitions.

associated.
2. In the Reconciliation Definitions list view, click New.
3. Fill out the Reconciliation Definition form.
Field Description
The data source that you are

Data source
configuring this rule for.
Priority of Data source within

other data sources for the
specified attributes. Smaller
Priority numbers designate higher
priority. Data sources without a
reconciliation rule are assigned
the lowest priority.
Authorizes the specified data

source to update all attributes of
the specified non-CMDB table.
Note: This setting will be
overridden by any setting
Applies to
that applies to a specific
attribute. In which case,
instead of using this option,
you can directly include all
attributes for Attributes.
Conditions that records must

meet for the rule to be
applicable.
Filter condition For example, to apply this

rule only to records that
Finance department, select
[Finance].

associated.
Field Description
Note: The
glide.identification_engine.e
nable_reconciliation_filter_b
efore_update system
property determines when
filter conditions are applied.
By default, those filter
conditions are applied after
attribute values have
changed during payload
processing. Set this property
to true so that Identification
and Reconciliation Engine
(IRE) applies the filter
conditions before attribute
values change.
Attributes from the current or

from a parent class, that
the specified data source is
Attributes authorized to update.
Available only if Apply to all

attributes is not selected.
Attributes that the specified data

source can update with a null
value. By default, authorized
data sources cannot overwrite a
non-null value with a null value.
Update with null
Attributes in this list, which are
not in the Attributes list, are not
included with the attributes that
the data source can update
with a null value.

associated.
4. Click Submit.
Create a dynamic reconciliation rule for a non-CMDB table
A dynamic reconciliation rule for non-CMDB table uses CMDB 360 data
to choose a value such as the largest value that is reported, for updating
a record.
Before you begin
CMDB 360/Multisource CMDB must be enabled.
About this task
If the same CI attribute has both, a static reconciliation rule and

a dynamic reconciliation rule, the dynamic reconciliation rule has
precedence.
A dynamic reconciliation rule supports several rule types, such as largest

reported value and most reported value. When applying a dynamic
reconciliation rule, IRE processes the current payload and then examines
the CMDB 360 data store to select a value with which to update the
CMDB. Depending on the dynamic reconciliation rule type, selecting the
appropriate value might not be immediately conclusive. For example,
there might not be a single value that is most reported, or for some
values, the last discovered timestamp isn't reported. Therefore, when
necessary, IRE falls back to examining additional details such as last
reported, last discovered, and last updated values to select the most
appropriate value.
Note: You can't add a dynamic reconciliation rule when creating a

new child class in the CI Class Manager. You must first save the new
child class and then add the dynamic reconciliation rule.
Procedure
1. Click All.

associated.
2. In the Filter navigator, enter

cmdb_dynamic_reconciliation_definition.list to open the
Dynamic Reconciliation Definitions table.
3. In the Dynamic Reconciliation Definitions list view, click New.
4. Fill out the Dynamic Reconciliation Definition form.
Field Description
Name
Attributes for which to apply

the rule. Attributes that the
specified rule type can't be
Attributes applied to and attributes for
which a dynamic reconciliation
rule already exists for, don’t
appear.

For example, to apply a rule only

Filter condition
to CIs that are associated with
the Finance department, select
[Finance].
Non-CMDB table that this rule

Applies to
applies to.
Rule type which is based on

Dynamic Rule Type
CMDB 360 data.
5. Click Submit.
To apply Identification and Reconciliation Engine (IRE) features to

supported non-CMDB tables, create data refresh rules for those tables.
Data refresh rules are used to determine if a record is stale for a specific

associated.
data source. Such records can then be updated by a lower-priority

authorized data source.
Before you begin
About this task
Data refresh rules have no impact when dynamic reconciliation rules are
in effect.
Data refresh rules are used in conjunction with static reconciliation rules
to determine reconciliation steps for a record. These rules determine if,
when, and by which data source a record can be updated.
Procedure
1. Click All.
2. In the Filter navigator, enter cmdb_datasource_staleness.list to

open the Data Source Staleness Definitions table.
3. In the Data Source Staleness Definitions list view, click New.
4. Fill out the Data Source Staleness Definitions form.
Field Description
Non-CMDB class that this rule

Applies to
applies to.
Data source for which record

Data source
staleness is evaluated.

the staleness evaluation.
If the fields specified in the

Effective Duration
static reconciliation rule for the
record's class were not updated
by the specified data source
within the specified time period

associated.
Field Description
— the record is determined to
be stale for that data source.

default value of 0 is used.
Active Activates the rule.
5. Click Submit.
Narrow the scope of records that are included in the identification

process of non-CMDB records by creating an identification inclusion rule.
Before you begin
About this task
During duplication detection of independent CIs, the Identification and

Reconciliation Engine (IRE) processes only the records that satisfy the
identification inclusion rules. For example, you can set a filter to include
only records whose state is operational. When no identification inclusion
rules exist, all records are included in the identification process.
In the base system, there are no predefined identification inclusion rules.

Identification inclusion rules are defined at the class level.
Note: Identification inclusion rules impact any script that calls IRE,
therefore create them carefully. Identification inclusion rules can
prevent the identification of certain types of records, affecting some
features of Discovery and Service Mapping.

associated.
Procedure

Identification Inclusion Rules.
2. In the Identification Inclusion Rules list view, click New.
3. Fill out the Identification Inclusion Rules form.
Field Description
Non-CMDB table that this rule

Applies to
applies to.
Criteria that non-CMDB records

Inclusion condition must meet to be included in the
4. Click Save.

prevent a specific data source from inserting new records for a specific
non-CMDB table. Create IRE data source rules for data sources that you
don't trust in creating records but continue to trust in updating those
records that exist.
Before you begin
About this task
IRE data source rules have no impact when dynamic reconciliation rules
are in effect.
• Child classes derive IRE data source rules from parent classes like
identification rules do.
• IRE data source rules that are specified for a child class, override any
IRE data source rules derived from a parent class.
When IRE processes an insert operation that is prohibited by an IRE

data source rule, the insert operation fails. This failure happens when

associated.
the data source and record class in the insert operation and in an
IRE data source rule, match. When CreateOrUpdateCIEnhanced() is
used, IRE stores the failed payload in the CMDB IRE Partial Payloads
[cmdb_ire_partial_payloads] table for future potential use.
Note: When an insert operation is not allowed by the IRE
data source rule, then when using createOrUpdateCI(), the entire
IRE payload fails since createOrUpdateCI() doesn't allow partial
commits.
If later, a permitted data source attempts to insert that same record, then
IRE inserts the record after merging it with the matching record from the
partial payloads. IRE then deletes the partial payload from the CMDB
IRE Partial Payloads [cmdb_ire_partial_payloads] table, and allows future
updates by the data source specified in the rule.
IRE data source rules do not apply to lookup and related items, and only
a single rule can be active for any class/data source pair.
Procedure
1. Navigate to All > Configuration > Identification/Reconciliation > IRE

Data Source Rules.
2. In the IRE Data Source Rules list view, click New and fill out the IRE
Data Source Rule form.
Field Description
Data source that is not allowed

Data source to create CIs of the specified
class.
Activates the IRE data source

Active
rule.
The class (and child classes) that

Applies to the specified data source is not
allowed to create records for.
Disables the specified data

Insert Not Allowed
source from inserting new

associated.
Field Description
records of the specified class, to
the non-CMDB table.
3. Click Submit.
Result
If a payload item with an insert request, and in which the data source
and the record class match the data source and the record class
specified in the IRE data source rule:
1. The insert operation fails and IRE logs the following message:
INSERT_NOT_ALLOWED_FOR_SOURCE Insert into [xyz] is blocked for

data source [xyz] by IRE data source rule.
2. If using CreateOrUpdateCIEnhanced(), then IRE stores the payload

item as a partial payload in the CMDB IRE Partial Payloads
If later, a permitted data source successfully inserts a record that

matches the record from a partial payload item:
1. The current record is merged with the matching record from the
partial payload, applying static reconciliation rules as needed.
2. The respective partial payload in the CMDB IRE Partial Payloads

[cmdb_ire_partial_payloads] table is deleted.
3. Later payloads in which the non-permitted data source updates the

respective record, run successfully.
4. IRE allows the data source, that was previously prohibited from
inserting the record, to update that same record which now exists
in the non-CMDB table.
Effective usage of CMDB Identification

Use CMDB Identification effectively.

associated.
An independent identification rule identifies a CI based on the CI's

attributes, independently of other CIs.
A dependent identification rule identifies a CI by its dependent

CIs and the relationships of the identified CI with those dependent
CIs. Identification with a dependent identification rule is based on
the dependent CIs and the relationships and qualifiers between the
identified CI and its dependent CIs. Identification then requires more
time than with an independent identification rule and is prone to
some identification errors. Usage of dependent rules should therefore be
minimized.
CI modeling determines which type of identification rules are required for

proper CI identification.
Create identification rules using the following order of importance:
1. Independent identification rules — It is always preferable to create

independent identification rules rather than dependent identification
rules. When you model a CI, define the CI with a complete set
of attributes that lend themselves to independent identification,
eliminating the need to use additional CIs for identification.
2. Dependent identification rules — If it is necessary to create

dependent identification rules, then define a single level of
dependency. Two is the maximum number of dependency levels
that is supported.
3. Avoid creating lookup identifier entries. The use of lookup identifier

entry is highly discouraged as it can reduce performance. If
unavoidable, ensure to first review class definitions and consider
updates that allow usage of independent identification rules.
4. Limit the number of identifier entries within an identification

rule, ideally to 1. A second identifier entry can further reduce
performance, as will each additional identifier entry.
5. Create strong identification rules in which the strongest identifier

entries and related entries are set with the highest priority.
6. Ensure that the identification rule is at the class level that it needs to
be.

associated.
Payload
Create the payload using the following order of importance:
1. Payload size — Limit the number of CIs per payload to 500.
2. Avoid duplicate entries in the payload.

Example: If an identification rule has a criterion attribute for the name
field, then the following payload has duplicate items resulting in
failure:
var payload = {
items: [{
values: {
name:'Win Server 200',
ram:'2048'
}},
{
values: {
ram:'4096'
}}]
};
3. Do not pass system data such as the following in the payload.

var payload = {
items: [{
values: {
sys_domain:'global',
sys_domain_path:'xyz',
sys_updated_on:'2017-06-15 16:25:11',
sys_mod_count:23,
}}]
};
4. Provide the minimum necessary set of criterion attributes for each

payload item, according to what is specified in the corresponding
identification rules.

associated.
5. When matching CIs, use CIs’ sysIds if available. If provided, IRE can
use the sysId to directly locate a CI without requiring any criterion
attributes from the identification rule. In this case, IRE does not use the
sysId in the matching process.
• Example: Independent CI that needs to be updated — sysId is

available.
var payload = {
items: [{
values: {
sys_id:'194876usytrr65378098',
ram:'2048',
}}]
};
• Example: Dependent CI that needs to be inserted. Tomcat War

CI depends on Tomcat CI, and Tomcat CI depends on Linux
Server CI. SysIds for the Tomcat and the Linux CIs are available.
var payload = {
items: [{
className:'cmdb_ci_app_server_tomcat_wa
r’,
values: {
name:'war1',
short_description:'my description
' }
}, {
className:'cmdb_ci_app_server_tomcat',
values: {
sys_id:'194876usytrr65378098'
}
}, {
values: {
sys_id:'09876tysueyt6345lakiu'
}
}],
relations: [{
parent:1,
child:0,
type: 'Contains::Contained by’}

associated.
, {
parent:1,
child:2,
type:'Runs on::Runs'}
]
};
• Example: Dependent CI that needs to be updated — sysId is

available.
var payload = {
items: [{
className:'cmdb_ci_app_server_tomcat_wa
r',
values: {
sys_id:'039387euey637465sytet',
short_description:'my description n
ew' }
}]
};
6. When inserting many CIs, all of which depend on the same CI, you
should serialize your API calls. Otherwise, attempting to concurrently
process many CIs can clog the system, significantly degrading overall
system performance.
Properties for Identification and Reconciliation

Use the Identification and Reconciliation properties to configure the
identification and reconciliation engine (IRE).
These properties are available for Identification and Reconciliation. To

view and edit these properties, the admin role is required.
Note: To open the System Properties [sys_properties] table, enter
sys_properties.list in the navigation filter.
Properties for Identification and Reconciliation
Enforce the requirement that

required attributes cannot be

associated.
• Default value: true
null during identification and
reconciliation. • Location: Configuration >
CMDB Properties > Identification/
glide.required.attribute.enabled
Reconciliation Properties
• Location: Configuration >

Allow class upgrade during IRE Reconciliation Properties
identification and reconciliation.
• Learn more: CI reclassification
glide.class.upgrade.enabled during IRE processing.
When false, IRE rejects a

payload (or a payload item
in Enhanced IRE) with the
respective reclassification update,
and creates a reclassification task.

Allow class downgrades during IRE CMDB Properties > Identification/
identification and reconciliation. Reconciliation Properties
glide.class.downgrade.enabled • Learn more: CI reclassification
during IRE processing.


associated.

Allow class switching during IRE Reconciliation Properties
identification and reconciliation.
glide.class.switch.enabled during IRE processing.

Enable IRE to process

CI updates with upgrade
reclassification updates. This
property takes precedence over
the glide.class.upgrade.enabled
property.
glide.identification_engine.update
_without_upgrade_enabled • Type: true | false



associated.
Depending on the property
setting, IRE processes or skips the
upgrade update:
• true: IRE processes the CI

updates but doesn't process
the CI upgrade reclassification
update.
• false: IRE processes the CI

updates including the CI
upgrade reclassification update.
Enable IRE to process CI updates

with downgrade reclassification
updates. This property
takes precedence over the
glide.class.downgrade.enabled
property.

_without_downgrade_enabled • Learn more: CI reclassification

downgrade update:

updates, but doesn't process the
CI downgrade reclassification
update.
• false: IRE processes the

CI updates including the

associated.
CI downgrade reclassification
update.
Enable IRE to process

CI updates with switch
reclassification updates. This
property takes precedence
over the glide.class.switch.enabled
property.

_without_switch_enabled • Learn more: CI reclassification

switch update:

updates, but doesn't process the
CI switch reclassification update.
• false: IRE processes the CI

updates including the CI switch
reclassification update.
Globally enable or disable

the application of active
glide.identification_engine.reclassif reclassification restriction rules.
ication_restriction_rules_enabled

associated.


Allow the update of an empty field
by a lower priority data source.
glide.reconciliation.override.null CMDB Properties > Identification/
• Other values:
true
Controls how identification If the number of duplicate CIs is

processes a small set of duplicate less than the threshold specified
CIs. by
glide.identification_engine.skip_d
glide.identification_engine.skip_du uplicates.threshold, then the
plicates oldest of the duplicate CIs is
picked as a match and gets
updated. That oldest CI is also
designated as the main CI for
that set of duplicate CIs.
For the rest of the duplicate CIs,

the duplicate_of field is set as a
reference to the main CI.

associated.
false
Matching a CI fails, and an error

is logged.

If the number of duplicate CIs

exceeds the threshold, then
Maximum number of CIs that can identification processes the
be in a set of duplicate CIs to duplicate CIs as if
allow identification to process the glide.identification_engine.skip_du
duplicate CIs according to the plicates is set to false.
setting of
glide.identification_engine.skip_du • Type: Integer
plicates.
• Default value: 5
glide.identification_engine.skip_du
plicates.threshold • Location: Configuration >
Maximum number of log runs that • Type: integer

can be displayed when navigating
to Configuration > Identification • Default value: 1000
Logs.
glide.identification_logs.max_run_i CMDB Properties > Identification/
ds Reconciliation Properties
Maximum cache size (in MB)

that is used by the identification
glide.cache.size.service_cache engine for inbound and outbound
relations. When the limit is
reached, the least recently

associated.
used cached data is discarded,
releasing space for new data.
Note: You cannot disable the
service cache.
• Type: Integer

Determines whether to use multiple

granular insert locks or single
global insert lock.
Set to false if there are

performance issues associated
with the usage of multiple granular
glide.identification_engine.granula insert locks.
r_insert_locking

Controls batch update of

last_discovered field in CIs that
are being processed by the
identification engine.
glide.identification_engine.batch_
update_last_discovered
Set to false if there are
business rules that apply to
the last_discovered field, and
you want to trigger these rules

associated.
when calling an Identification and
Reconciliation API.

For optimization, a custom number

of locally cached query result
entries of related/lookup items.
• Type: integer

glide.identification_engine.related
_items_local_cache_count
Note: If there is a memory
issue due to optimization
related to using local cache,
set the
glide.identification_engine.rel
ated_items_local_cache_cou
nt and the
glide.identification_engine.de
pendent_items_local_cache_
count properties to 0.

glide.identification_engine.depen entries of dependent CIs.
dent_items_local_cache_count
• Type: integer

associated.
Note: If there is a memory

issue due to optimization
related to using local cache,
set the
glide.identification_engine.rel
ated_items_local_cache_cou
nt and the
glide.identification_engine.de
pendent_items_local_cache_
count properties to 0.

entries of independent CIs.
• Type: integer
glide.identification_engine.indepe • Default value: 100000

ndent_items_local_cache_count
Setting the value to 0 avoids using

local cache for independent CIs
which might affect performance.
Enable and configure what type

of details the system logs when
using IRE outside the scope
glide.cmdb.logger.source.identific
of identification simulation. For
ation_engine
example, when using an API, ECC
queue or scheduled jobs.
• Type: string

associated.
• Values: info, warn, error, debug,
or debugVerbose

Note: Depending on
the setting, the system can
generate large amounts of
data that might affect overall
system performance. Set the
value with caution, and limit
the level of details and
use time to the minimum
necessary for testing or
debugging.
For more troubleshooting

information, see the How to
capture IRE [identification and
reconciliation engine] debug
logs [KB0750382] knowledge base
article.
Maximum number of items allowed

when creating a partial payload.
When that limit is reached, the
partial payload is split.
glide.identification_engine.partial_
payload_items_max_size For example, when IRE creates
a partial payload, items
and associated relations and
references, are all merged in one
partial payload. This merge could
result in a large partial payload.

associated.
Adjusting this property can help
with performance issues related to
IRE processing of partial items.
• Type: integer
• Default: 1000
• Learn more: Identification and

Reconciliation engine (IRE)

Properties [sys_properties] table
Maximum number of partial items

to be fetched in a single IRE call.
After reaching this limit, IRE fetches
only partial items corresponding
to complete items in the input
payload.
glide.identification_engine.partial_i Adjusting the value can help with

tems_process_limit performance issues related to IRE
processing of partial items.
• Type: integer
• Default: 2000

Absolute limit of the number

of partial items for IRE to
glide.identification_engine.partial_i fetch, after which, IRE stops
tems_process_absolute_limit fetching partial payloads from
the CMDB IRE Partial Payloads
Adjusting the value can help with

associated.
performance issues related to IRE
processing of partial items.
• Type: integer
• Default: 5000

Determines how IRE updates

the last_discovered and the
discovery_source attributes in the
CMDB.
• true: If last_discovered is
provided in the payload and it
is older than the last_discovered
of the CI in the CMDB, IRE does
not use the payload values to
update the last_discovered and
the discovery_source attributes in
the CMDB.
glide.identification_engine.skip_up • false: Even if the last_discovered
dating_source_last_discovered_if_ provided in the payload is
older older than the last_discovered
of the CI in the CMDB, IRE uses
the payload values to update
the last_discovered and the
discovery_source attributes in the
CMDB.
Note: Only the attributes

mentioned above are
affected by this property in an
update operation.

associated.
• Default: true
• Learn more: Identification and

Reconciliation engine (IRE)

If Robust Transform Engine (RTE)

does not pass the
ire.skip_updating_last_scan_to_no
w custom property on the Robust
Import Set Transformer form, IRE
uses the value of this property for
glide.identification_engine.ire_mes the
sage_listener_skip_updating_sourc skip_updating_source_last_discove
e_last_discovered_to_now red_to_now IRE option.
• Default: false

Determines how IRE uses the

source_recency_timestamp value
in a payload to update the
last_scan attribute in the Source
[sys_object_source] table.
glide.identification_engine.skip_up • true: If
dating_last_scan_if_older source_recency_timestamp is
provided in the payload and it
is older than the last_scan of the
CI in the CMDB, IRE does not
update the last_scan attribute
in the Source [sys_object_source]
table.

associated.
• false: Even if the
source_recency_timestamp
provided in the payload is older
than the last_scan of the CI
in the CMDB, IRE uses the
payload value to update the
last_scan attribute in the Source
[sys_object_source] table.
Note: Only the attributes

mentioned above are
affected by this property in an
update operation.
• Default: true
• Learn more: About mapping

data columns to CMDB classes
and attributes

If RTE does not pass the

ire.skip_updating_last_scan_to_no
w custom property on the Robust
Import Set Transformer form, IRE
glide.identification_engine.ire_mes uses the value of this property for
sage_listener_skip_updating_last_s the
can_to_now ire.skip_updating_last_scan_to_no
w IRE option.
• Default: false

associated.
• Learn more: About mapping
data columns to CMDB classes
and attributes

Toggles domain separation

support mode during IRE
processing.
• false: IRE processes run only

within the current domain.
Basically disabling parent
domains access to child domains
• true: IRE domain separation

follows the platform domain
separation behavior. Basically,
glide.identification_engine.platfor enabling parent domains to look
m_domain_separation_enabled access into all its child domains
• Default: false
• Learn more: Domain separation

and CMDB Identification and
Reconciliation

Enables advanced options

for regular identifier entries
glide.identification_engine.enable
in identification rules. Those
_identifier_optional_condition
advanced options let you add
conditions to narrow the set of

associated.
records that will be searched for a
matching CI.
Note:
This property affects only

regular identifier entries (it
doesn't affect lookup or hybrid
identifier entries).
In the base system, identifier

entries of various classes
are pre-configured with
advanced options conditions.
All these pre-configured
conditions in regular identifier
entries will automatically apply
when you set this property to
true.
To prevent unexpected
behavior, review those
predefined conditions in
setting this property to true. In
the Filter box in the primary
navigation, enter
cmdb_identifier_entry.lis
t. Then, in the Identifier Entry
list view, review the 'Optional
condition' column.
• Default: false
• Learn more: Create or edit a CI

identification rule

associated.
Determines whether filter

conditions of a reconciliation
rule are applied before a
value change during payload
processing, or after.
glide.identification_engine.enable • Type: true | false

_reconciliation_filter_before_updat
• Default: false
e
• Learn more: Create a static
reconciliation rule, Create a
dynamic reconciliation rule

Components installed with Identification and

Reconciliation
Several types of components are installed with Identification and
Reconciliation (included in the com.snc.cmdb plugin), including tables.
Tables installed
Table Description
Identifier
Identification rule sets defined for
[cmdb_identifier] different classes of CIs.

associated.
Table Description
Reconciliation Definition
Static reconciliation rules defined
for different classes of CIs at the
[cmdb_reconciliation_definition]
table and field level.
Dynamic Reconciliation Definitions

Dynamic reconciliation rules
[cmdb_dynamic_reconciliation_de defined for different attributes and
finition] classes.
Identifier Entry
Rule entries with different priorities
[cmdb_identifier_entry] assigned to each identifier.
Duplicate audit results

Duplicate Audit Result corresponding to a specific
duplicate task. These results are
[duplicate_audit_result] generated automatically during
the identification process and
should not be added manually.
Task to address duplication that is

Remediate Duplicate Task
detected during the identification
process. Records are generated
[reconcile_duplicate_task]
automatically, and users should
not add records manually.
Reclassification Task
Reclassification tasks that
were generated during the
[reclassification_task]
Information about the last data

Data Source History
source that updated each
attribute. Used to determine if a
[cmdb_datasource_last_update]
data source can update a stale
CI.

associated.
Table Description
Effective duration per data

Data Source Staleness Definition source. When effective duration
is exceeded, then CMDB Health
[cmdb_datasource_staleness] determines that the information
provided by that data source is
stale.
Input payload, and data source

(cmdb_ci’s discovery_source) that
will be used as input for a
specific identification engine API.
Stores information about which
Identification Engine Context specific identification engine API
will be called (identifyCI or
[cmdb_ie_context] createOrUpdateCI API). Also stores
information about enhanced IRE
options used in Identification
Simulation.
Note: Internal table used by

identification simulation.
Specific cmdb_ie_context record

that was used to run against
the identification engine. Also
Identification Engine Run details about the output payload
returned by APIs, such as start and
[cmdb_ie_run] end time of the run and whether
the run was successful.

Identification Engine Log Identification engine logs for a

specific cmdb_ie_run simulated in

associated.
Table Description
the identification simulation. Also
details about logs level and order.
[cmdb_ie_log]
IRE Data Source Rule

IRE data source rules.
[cmdb_ire_data_source_rule]
Payload items that were

determined to be partial, and
which might be later matched
with an incoming payload. If a
partial payload is matched and
processed, it is deleted from the
CMDB IRE Partial Payloads
CMDB IRE Partial Payloads table.
[cmdb_ire_partial_payloads]
Partial payloads older than 90 days
are deleted from the table.
For more information about usage

of this table in IRE processes, see
Identification and Reconciliation
engine (IRE).
Identifier keys associated with

partial items. IRE uses those keys to
try to match with identifier keys of
CMDB IRE Partial Payloads Index
incoming payloads.
[cmdb_ire_partial_payloads_index]
engine (IRE).

associated.
Table Description
Incomplete items, stored using

JSON format as incomplete
payloads. Incomplete items are
stored for the purpose of logging
payloads with irrecoverable errors,
and are never processed again.
CMDB IRE Incomplete Payloads
The table is configured for table
[cmdb_ire_incomplete_payloads]
rotation, with duration of one day
and seven table rotations.

engine (IRE).
This table is populated when RTE

invokes IRE, for example, when
processing integrations.
IRE Output Aggregate Stats
Details about data inserted by
[cmdb_ire_output_aggregate_stat Import Sets or Robust Transform
s] Engine (RTE) to the CMDB (via
IRE). Numbers of items inserted,
partial items, and updated items,
are stored for each type of CI, per
run.
This table is populated when RTE

invokes IRE, for example, when
IRE Output Target Items
processing integrations.
[cmdb_ire_output_target_item]
Details about data inserted by
Import Sets or Robust Transform
Engine (RTE) to the CMDB (via IRE).
Target class and the sys_id are

associated.
Table Description
stored per ImportSet row id, within
a run.
For this table to populate, RTE must

pass the ire_output_detailed_stats
property.
Reclassification restriction rules.

Reclassification Restrictions These rules prevent switch
and downgrade reclassification
[cmdb_ire_reclassification_restricti updates for specific source
on] and target classes. For more
information, see CI reclassification
User roles installed
Role Description
Automatically assigned to users

cmdb_payload_admin with the cmdb_admin role for
internal use only.
Related reference
• Properties for Identification and Reconciliation
Populating the CMDB

You can populate the CMDB by using Discovery, by using the
IntegrationHub ETL or Import Sets to import and integrate data from a
third-party source, by integrating with an external CMDB, or by manually
creating CIs.
When you populate the CMDB with information, you create a record for
each configuration item in the cmdb_ci table or on one of the tables
that extend that table.

associated.
• CMDB schema model: A collection of class diagrams and class

attributes for key CMDB classes.

system.
• CMDB CI Class Models: A ServiceNow Store app that adds class

models that extend the base CMDB class hierarchy. This includes
class descriptions, identification rules, identifier entries, and dependent
relationships if applicable. You can then use the added classes as any
other CMDB base class.

the industry.

ITIL configuration management auto-discovery

The key to any configuration management business practice is the initial
and on-going inventory or discovery of what you own. The ServiceNow
platform provides three options for auto-discovery:
• The separate and highly robust Discovery product.
• For organizations that want to leverage the discovery technologies they

already have deployed (SMS, Tally NetCensus, LanDesk, and so on),
the ServiceNow platform supports integrations to those technologies via
web services. Scanned data can be mapped directly into the CMDB.
For further information on designing, constructing, and maintaining the

CMDB, see the CMDB Design & Configuration white paper.
Discovery
The Discovery product automatically populates the CMDB. Discovery

searches the network for all attached computers and devices, then
populates the CMDB with information on each computer/device's
configuration, provisioning, and current status. Discovery uses probes,

associated.
sensors, and patterns, to collect and process data about computers,

servers, printers, a variety of IP-enabled devices, and the relationships
between all the items found. Discovery also reports on any software
which is running, and the TCP connections between computer systems,
thereby establishing their relationships. This information is sent back to the
instance and is used to populate the CMDB.
For more information about Discovery see:
• ITOM Visibility
• Discovery basics
Integrate third-party data using IntegrationHub ETL
Use the IntegrationHub ETL to import and integrate data from a

third party into the CMDB. Using IntegrationHub ETL, create ETL
transform maps which are used for integrating data from specific data
sources. IntegrationHub ETL guides you through importing source data,
transforming any data if needed, and selecting target CMDB classes and
attributes to map the data to. You then preview the integration results
and adjust any configurations before scheduling recurring integrations.
Visit the ServiceNow Store website to view and download common

integrations.
Import data from another source using Import Sets
You can import data to the CMDB using Import Sets. Import sets find files
of information (in formats such as XML, Excel, or CSV), import them, and
transform them onto the required table. This process can be scheduled or
performed on demand.
To import relationships between CIs, use import sets to populate the

table [cmdb_rel_ci] with information on the parent, the child, and the
nature of the relationship. The [cmdb_rel_ci] table displays a list of all CI
relationships and is useful when importing CI data.

associated.
Import Sets overview
CMDB instance API
Use the CMDB instance API to populate the CMDB by creating or

updating CMDB tables.
Manually create a CI
Create a single CI for a specific class. The role required is based on the
settings of the class table you select for the CI.
1. Use the CI Class Manager:
b. Click Hierarchy to display the list of CI Classes. Select the class to

use for the CI.
c. In the class navigation bar, select CI List and then on the CI list
view, click New.

associated.
d. Fill out the CI form and then click Submit.
2. Or, directly use a table:
a. Navigate to All > Configuration and then elect the class to use for
the CI, such as Business Services.
b. In the navigation filter of the application navigator, enter the

table label (such as 'Linux'), or the table name in the format of
<table name>.list (such as 'cmdb_ci_linux_server.list'). Then, press
Enter.
c. In the list view of the table, click New and fill out the form fields for
the table.
d. Click Submit.
Integrating third-party data into the CMDB

Import and integrate third-party data into CMDB classes and properties.
Available methods
Use the combination of the following data integration methods to
integrate third-party data into CMDB.
Integration
Service
Commons for CMDB
Graph Connectors
IntegrationHub ETL
Framework that
Connectors for
provides a set of ETL transform
bringing in third-party
common operations maps for integrations.
data correctly and
and functionalities for
quickly.
integrations.
Related applications and features
Learn about applications and features related to the CMDB classes, class
models, data populating, discovery patterns, and data reconciliation
process.

associated.
CMDB schema model
A collection of class diagrams and class attributes for key CMDB classes.
CMDB tables descriptions
Descriptions of key CMDB tables in the base system.
CMDB CI Class Models
A ServiceNow Store app that adds class models that extend the
base CMDB class hierarchy. The hierarchy includes class descriptions,
identification rules, identifier entries, and dependent relationships, if
applicable. You can then use the added classes as any other CMDB
base class.
Populating the CMDB
Information about the various options for populating the CMDB.
Discovery patterns
A ServiceNow Store app that provides a library of discovery patterns for

discovering specific devices and applications in the industry.
CMDB Identification and Reconciliation
A centralized framework for identifying and reconciling data from

different data sources that helps maintain the integrity of the
CMDB when multiple data sources are used to create and update
configuration item (CI) records.
Integration Commons for CMDB (2.11.1)

The Integration Commons for CMDB (sn_cmdb_int_util) store app
contains the CMDB Integrations Dashboard and a set of Robust Transform
Engine (RTE) transforms and script includes.

associated.
Using the CMDB Integrations Dashboard
The Integration Commons for CMDB store app provides a dashboard with
a central view of the status, processing results, and processing errors of all
installed Service Graph Connectors and any custom integrations created
in IntegrationHub ETL.
See CMDB Integrations Dashboard for more information.
Using RTE transforms as templated operations
The Integration Commons for CMDB (com.snc.cmdb.integration_util)

plugin provides the Integration Commons functionality. You can use
the transforms and script includes to standardize the values stored in
the CMDB by different data integrations or by changes. The attributes
that are included in the Integration Commons for CMDB store app are
attributes that the Identification and Reconciliation Engine (IRE) requires
for identification or attributes that could be used to derive classes.
The transforms are templated operations, meaning that there’s a script

that controls the logic for the transform. The result is that there can be
only a single output. When a transform returns multiple values, then those
values are concatenated by a triple pipe (|||). You then must use the
split transform to retrieve the values that you’re interested in. The inputs
are either a single field or a list of fields. For all but one transform, the
inputs are assumed to be a fixed list of fields as described for each of the
following individual transform.
Note: The RTE transforms are included in the Integration Commons

for CMDB store app and are available in the IntegrationHub ETL
(3.2) store app. For more information on RTE transforms as templated
operations, see RTE transforms as templated operations.
ServiceNow Service Graph Connectors that are available at the

ServiceNow Store, have dependencies on the transforms and script
includes in the Integration Commons for CMDB store app. Therefore,
when you install such CMDB integration, the Integration Commons for
CMDB store app is automatically installed too.
You can also configure the Application Dependency Mapping

(ADM) adapter to populate running processes, TCP connections, and
applications into CMDB. For more information, see Configuring the ADM
adapter.

associated.
Important: After upgrades and deployments of new applications or

integrations, run quick start tests to verify that Integration Commons
for CMDB works as expected. See Quick start tests for more
information.
• CMDB Integrations Dashboard
You can use the CMDB Integrations Dashboard that provides a central
view of status, processing results, and processing errors of all installed
Service Graph Connectors and any custom integrations created in
IntegrationHub ETL run.
• RTE transforms included within the Integration Commons for CMDB app
The Robust Transform Engine (RTE) transforms are templated operations

included within the Integration Commons for CMDB (sn_cmdb_int_util)
store app.
• Configuring the ADM adapter for Service Graph Connectors
You can configure the Application Dependency Mapping (ADM)

adapter to populate running processes, TCP connections, and
applications into CMDB.
• Quick start tests for Integration Commons for CMDB
Validate that integrations for CMDB pass validation and still work after
you make any configuration changes such as applying an upgrade or
developing an application.
Related concepts
• IntegrationHub ETL (3.2)
• Service Graph Connectors
• Available Service Graph Connectors
• Service Graph Connector for AWS (2.2.1)
• Service Graph Connector for Microsoft Azure (1.4.0)
• Service Graph Connector for Observability - AppDynamics (1.2.1)

associated.
• Service Graph Connector for Observability - Datadog (1.2.1)
• Service Graph Connector for Observability - Dynatrace (1.8.0)
• Service Graph Connector for Observability - New Relic (1.2.1)
• Service Graph Connector for ExtraHop (2.0.3)
• Service Graph Connector for GCP (1.3.1)
• Service Graph Connector for Infoblox (1.1.0)
• Service Graph Connector for Microsoft Intune (2.3.0)
• Service Graph Connector for Jamf (2.12.0)
• Service Graph Connector for Microsoft SCCM (3.4.0)
• Service Graph Connector for OpenTelemetry (1.2.0)
• Service Graph Connector for SolarWinds (2.4.1)
• Service Graph Connector for Tanium (1.5.0)
• Service Graph Connector for VMware Workspace ONE UEM (1.6.0)
You can use the CMDB Integrations Dashboard that provides a central
view of status, processing results, and processing errors of all installed
Service Graph Connectors and any custom integrations created in
IntegrationHub ETL run.
The CMDB Integrations Dashboard is available with the Integration

Commons for CMDB (sn_cmdb_int_util) store app. On the dashboard,
you can see metrics for all Service Graph Connector runs, or filter the
view to a specific connector, a specific time duration, or a specific
connector run.
Learn more about the CMDB Integrations Dashboard from the following
video.

associated.
Access CMDB Integrations Dashboard
Access the CMDB Integrations Dashboard provided with the Integration

Commons for CMDB store app for maintaining data consistency and
accuracy across multiple data sources.
Before you begin
Role required: None
Procedure
1. Navigate to Self-Service > Dashboards.
2. On the Dashboards view, select CMDB Integrations Dashboard and

do any of the following actions:
• Select the CMDB Execution Status tab to see metrics such as the
total number of integrations and processed rows, integration runs
actively running, daily statistics, and details about the classes that
were updated.

associated.
• Select the CMDB Integration Errors tab to see metrics such

as number of import and integration errors, and number of
erroneous imported records.
• Point to the score on the various tiles to drill down to the list
views for the associated records. Point to the charts to show more
details for the chart.
• Narrow down the scope of the integration runs included in the

metrics on the dashboard by configuring filters on the right-hand
side of the dashboard. Set any of the following filters and then
select Apply. The filter settings apply to any metric with a filter
icon in its upper left corner.
Filters
Filter Description
Select All or a time period,

such as Last 7 days, from which
Import Date
to include integration runs in
metrics.
Select All, or a CMDB

application, such as SCCM,
CMDB Applications or a custom integration, from
which to include integration
runs in metrics.
Select All, or a specific

CMDB Import integration run to include in
metrics.
The Robust Transform Engine (RTE) transforms are templated operations

included within the Integration Commons for CMDB (sn_cmdb_int_util)
store app.
The following RTE transforms are available in the Integration Commons for
CMDB app.
CI Lookup Operation
Use to get the value of a field on an existing configuration item (CI) in the
CMDB by the source native key.

associated.
Details
Table sn_cmdb_int_util_ci_lookup_operation
source_sys_rte_eb_field
Input in order is:
1. Discovery Source
2. Source Native Key
Input field 3. CI Field
The operation queries the Source [sys_object_source]

table for the discovery source and the associated source
native key, and then returns the CI Field value of the
matching record in the target table and the associated
target sys ID.
target_sys_rte_eb_field
Output is the value of the field name on the CI matched

Output field
by the source native key lookup or an empty string if
there is no match.
The Source [sys_object_source] table is queried using the discovery

source and source native key ordering by the last scan. The table iterates
through the results of the query and queries the target table by the target
sys ID until a valid CI is found. After a valid CI is found, the operation
returns the value of the CI Field on the matching CI.
Example
Discovery Source Source Native Key CI Field Result
ServiceNow|||
COMPUTER-
ServiceNow name Computer-01
NAME|||
Computer-01

associated.
Cleanse Company
Use to cleanse hardware manufacturer name and add the record to

the Company [core_company] table to populate a reference, when the
manufacturer is not linked to a model or software (cpu_manufacturer).
Details
Table sn_cmdb_int_util_cleanse_company_operation
Input field
Input is a company/manufacturer name.
Output field Output is the resulting sys_id and name of the company
in core_company, concatenated by triple pipe (|||).
Script
sn_cmdb_int_util.CmdbIntegrationHardwareModelUtil().c
include
leanseCompany(input)
function
If a matching record does not exist, then a new record is created in

core_company so the return always includes a sys_id and name (unless
the input is empty or invalid). The name is cleansed and a fuzzy lookup
is done via the CmdbIntegrationCompanyModelUtil script include before
the MakeAndModelJS platform API is called.
Example
Input Result
93d4ecfac0a8000b6294d71b73397
SERVICENOW
7fb|||ServiceNow

associated.
Cleanse Hardware Model
Use to create, cleanse, or lookup a hardware model to create a

reference (model_id).
Details
Table sn_cmdb_int_util_cleanse_hardware_model_operation
source_sys_rte_eb_fields
Input in order is:
1. The manufacturer name

Input fields
2. The model name
If either value is provided by itself, then the operation

only processes what is found.
Output is the resulting sys_id and name of the company

Output field
in core_company, and sys_id and name of the model in
cmdb_model - all concatenated by triple pipe (|||).
Script
include
leanseModelAndCompany(manufacturer_in, model_in)
function
For either the manufacturer or model, if a matching record does not exist
then a new record is created so the return always includes sys_ids and
names for both records (unless the input is empty or invalid).
The manufacturer name is processed like the Cleanse Company

transform and then the manufacturer name and model name are sent
to the MakeAndModelJS platform API.

associated.
Example
Manufacturer Name Model Name Result
93d4ecfac0a8000b629
4d71b733977fb|||
ServiceNow ServiceNow|||
SERVICENOW
Incorporated ba29cb303710200044e
0bfc8bcbe5d6d |||
ServiceNow
Cleanse Hardware Model with Model Number
Use to create, cleanse, or lookup a hardware model to create a

reference (model_id).
Details
Table sn_cmdb_int_util_cleanse_hardware_model_operation
Input in order is:
2. The model name
3. The model number
4. CI Class
Input fields
Note: The CI Class field is an
optional input field, and when included,
the MakeAndModelJS platform API gets the
model record by querying the product
model class from the Model Category
[cmdb_model_category] table. Else, the API
gets the model record from the Hardware
Models [cmdb_hardware_product_model] table
only.

associated.
Details
If either value is provided by itself, then the operation
only processes what is found.

Output field
in core_company, and sys_id and name of the model in
cmdb_model - all concatenated by triple pipe (|||).
Script
include
leanseModelAndCompany(manufacturer_in, model_in)
function
For either the manufacturer or model, if a matching record does not exist
then a new record is created so the return always includes sys_ids and
names for both records (unless the input is empty or invalid).
The manufacturer name is processed like the Cleanse Company

transform and then the manufacturer name, model name, and model
number are sent to the MakeAndModelJS platform API.
Example
Manufacturer
Model Name Model Number Result
Name
93d4ecfac0a80
00b6294d71b733
977fb|||
ServiceNow ServiceNow|||
SERVICENOW BC0AA8000C56
Incorporated ba29cb3037102
00044e0bfc8bc
be5d6d |||
ServiceNow
Cleanse IP Address
Use when a field provides an IP address.

associated.
Details
Table sn_cmdb_int_util_cleanse_ip_operation
Input fields
Input is the IP address to cleanse.
Output field
Output is the resulting IP address, which can be empty.
Script
sn_cmdb_int_util.CmdbIntegrationNetworkUtil().cleanseI
include
pAddress(input)
function
The IP address is tested for both IPv4 and IPv6 structures along with some
known derivations (an IPv4 with spaces instead of periods). If a result is
found, then it is formatted and returned.
Examples
Ip Ip Results
192.160.89.1 192.160.89.1
192.160.89.1,54.21.12.311 192.160.89.1
192 160 89 1 54 21 12 311 192.160.89.1
192-160-89-1 192.160.89.1
2001:0db8:0000:0000:0000:ff00:0042 2001:0db8:0000:0000:0000:ff00:0042
:8329 :8329
junk
175912537 10.124.54.89

associated.
Ip Ip Results
-1
Cleanse IP Version
Use when the source of data does not provide an IP version or when the
IP version might be unreliable.
Details
Table sn_cmdb_int_util_cleanse_ip_version_operation
Input fields
Input is the IP address to cleanse.
Output field Output is the resulting cmdb_ci_ip_address.ip_version

lookup key (either 4, 6, or empty).
Script
sn_cmdb_int_util.CmdbIntegrationNetworkUtil().deriveIpV
include
ersion(input)
function
The input IP address value is checked for either proper IPv4 or IPv6
structure, otherwise the return is empty. This function provides no IP
cleansing.
Example
Input Result
192.160.89.1 4

associated.
Cleanse MAC Address
Use when a field provides a MAC address.
Details
Table sn_cmdb_int_util_cleanse_mac_operation
Input fields
Input is the MAC address to cleanse.
Output field Output is the resulting MAC address which can be

empty.
Script
sn_cmdb_int_util.CmdbIntegrationNetworkUtil().cleanse
include
MacAddress(input)
function
The MAC address is tested for proper structure along with some known
derivations (for example, a MAC address with spaces instead of colons).
If a result is found, then it is formatted and returned.
Example
Input Result
00 0A 95 9D 68 16 00:0a:95:9d:68:16
Cleanse Operating System
Use to extract, cleanse, and format an operating system name, when the
source provides an operating system value.

associated.
Details
Table sn_cmdb_int_util_cleanse_os_operation
Input fields
Input is the operating system name to cleanse.
Output is the resulting operating system name. The

Output field
resulting operating system name is also written to the
cmdb_ci_computer.os list field.
Script
sn_cmdb_int_util.CmdbIntegrationOsUtil().cleanseAndIns
include
ertOs(input)
function
Most of the current cleansing is centered on Microsoft operating system

values aside from common cleansing such as fixing casing.
Examples
Operating System Operating System Results
Windows Server 2003 R2 64 bit

Windows Server 2003 R2
Edition Service Pack 2
Windows 2003 Windows 2003
Windows Vista 64 bit Edition Windows Vista
Windows 2000 Professional Service

Windows 2000 Professional
Pack 4
Windows XP Service Pack 2-3 Windows XP
Microsoft Windows Server 2003 R2

Windows Server 2003 R2
64 bit Edition Service Pack 2

associated.
Operating System Operating System Results
Microsoft Windows 2003 Windows 2003
Microsoft Windows Vista 64 bit

Windows Vista
Edition
Microsoft Windows 2000

Windows 2000 Professional
Professional Service Pack 4
Microsoft Windows XP Service Pack

Windows XP
2-3
linux ubuntu Linux Ubuntu
Linux Ubuntu Server Linux Ubuntu Server
Cleanse Serial Number
Use to cleanse and remove invalid serial numbers.
Details
Table sn_cmdb_int_util_cleanse_serial_number_operation
Input fields
Input is the serial number to cleanse.
Output field
Output is the resulting serial number.
Examples
Serial Number Serial Number Results
ec2aa2da-5312-aa3e-804c- ec2aa2da-5312-aa3e-804c-
c35feabeda5f c35feabeda5f

associated.
Serial Number Serial Number Results
1045–1209–6738–4668–7696–2783 1045–1209–6738–4668–7696–2783
Cleanse Software Model
Use to cleanse and create a software model. Also, to create

manufacturer and software model if they do not exist and follow with
a split operation.
Details
Table sn_cmdb_int_util_cleanse_software_model_operation
Input in order is:
2. The software name

Input fields
3. The software version (not required)
If only manufacturer or name is provided, then only those

values are processed and returned.

Output field in core_company, the cleansed software name, and the
cleansed software version all concatenated by a triple
pipe (|||).
Script
sn_cmdb_int_util.CmdbIntegrationSoftwareModelUtil().cl
include
eanseSoftwareModel(company, model, version)
function
If a matching manufacturer record does not exist, then a new record

is created so the return always includes the sys_id and name for the
manufacturer (if the manufacturer is not empty or invalid).

associated.
The manufacturer name is processed the same as in the Cleanse

Company transform and then the manufacturer name is sent to the
MakeAndModelJS platform API.
The software name and version are cleansed and formatted and
returned. The version is removed from the software name if present.
Examples
Software Software
Manufacturer Results
Name Version
Dell Inc.
NoManufact
urer
1.0.0.0
b7e7d7d8c0a8016900a5d7f
Dell Inc. DataEngine 1.0.17.2 291acce5c|||Dell Inc.|||
DataEngine|||1.0.17.2
7aad6d00c611228400f00e0
GenuineIntel TestSoftware 1.0.0.1 f80b67d2d|||Intel|||
TestSoftware|||1.0.0.1
b7e7d7d8c0a8016900a5d7f
Dell Inc. TestSoftware 232 291acce5c|||Dell Inc.|||
TestSoftware|||232
b7e7d7d8c0a8016900a5d7f
Dell Inc. TestSoftware 123.0.0.0 291acce5c|||Dell Inc.|||
TestSoftware|||123.0
0c43d035c61122750000251
America 553f6f8e8|||America
TestSoftware 1.0.0.0
Online Online|||TestSoftware|||
1.0
America 0c43d035c61122750000251
TestSoftware 1.0.0.0
Online 553f6f8e8|||America

associated.
Software Software
Manufacturer Results
Name Version
Online|||TestSoftware|||
1.0
b7e7d7d8c0a8016900a5d7f
dell LowerCase 1.0.0.0 291acce5c|||Dell Inc.|||
LowerCase|||1.0
Dell
Corporation. b7e7d7d8c0a8016900a5d7f
TestSoftware 1.0.0.0 291acce5c|||Dell Inc.|||
Incorporate TestSoftware|||1.0
d, Corp.
Microsoft
0e8b8e650a0a0b3b004f285
SQL
ffbb1a4fc|||Microsoft|||
Microsoft 2.0.0
Microsoft SQL Server 2016
Server 2016
Enterprise|||2.0
Enterprise
b7e7d7d8c0a8016900a5d7f
Dell
DataEngine 1.0.17.2 291acce5c|||Dell Inc.|||
Computer
DataEngine|||1.0.17.2
b7e8b5c4c0a80169008b49
e468920048|||Adobe
Adobe TestSoftware 1
Systems|||
TestSoftware|||1.0
Create Software Instance Name

Use when a hardware name, software name, and software version is
provided, to create a new software instance name.

associated.
Details
sn_cmdb_int_util_create_software_instance_name_oper
Table
ation
Input in order is:
Input fields 1. The hardware name
2. The software name
3. The software version (not required)
Output field
Output is the software instance name.
Script sn_cmdb_int_util.CmdbIntegrationSoftwareModelUtil().cr
include eateSoftwareInstanceName(hw_name_in, sw_name_in,
function sw_version_in)
Examples
Hardware Name Software Name Software Version Results
microsoft 2.0.1-
computer1 microsoft 2.0.1
computer1
adobe-
computer2 adobe
computer2
adobe 2.1-
computer3 adobe 2.1
computer3
hw2 sw3 301 sw3 301-hw2

associated.
Derive CI Class from Model
Use when processing a computer record and a model is provided but

the class of the computer is ambiguous otherwise. Can be used along
with other Derive CI Class transforms.
Details
Table sn_cmdb_int_util_derive_class_from_model_operation
Input in order is:
Input fields 1. The model name
2. The current class name
Output field
Output is the resulting class name.
Script
sn_cmdb_int_util.CmdbIntegrationClassUtil().deriveClassN
include
ameFromModelInput(model_in, class_in)
function
Does not return a value of a class which is higher in the class hierarchy
(a parent class) than the provided input class. For example, does not
return cmdb_ci_computer if the input is cmdb_ci_server. Looks only
at the cmdb_ci_computer hierarchy, going through cmdb_ci_server
(cmdb_ci_computer, cmdb_ci_server, children of cmdb_ci_server).
Currently looks for Server, Windows Server, and Linux Server indicators in
the model.
Examples
Model Class Class Results
window server cmdb_ci_computer cmdb_ci_win_server

associated.
Model Class Class Results
Microsoft server cmdb_ci_computer cmdb_ci_win_server
linux server cmdb_ci_computer cmdb_ci_linux_server
Microsoft server cmdb_ci_server cmdb_ci_win_server
linux server cmdb_ci_server cmdb_ci_linux_server
Red hat server cmdb_ci_server cmdb_ci_linux_server
Arch server cmdb_ci_server cmdb_ci_linux_server
Centos server cmdb_ci_server cmdb_ci_linux_server
Debian server cmdb_ci_server cmdb_ci_linux_server
Fedora server cmdb_ci_server cmdb_ci_linux_server
Suse server cmdb_ci_server cmdb_ci_linux_server
Oracle server cmdb_ci_server cmdb_ci_linux_server
Rhel server cmdb_ci_server cmdb_ci_linux_server
Ubuntu server cmdb_ci_server cmdb_ci_linux_server
Junk
cmdb_ci_server cmdb_ci_server
Junk server cmdb_ci_computer cmdb_ci_server
Junk cmdb_ci_computer cmdb_ci_computer
Derive CI Class from Native Class Identifier
Use when processing a computer record and a native class indicator is

provided but the class of the computer is ambiguous otherwise. Can be
used along with other Derive CI Class transforms.

associated.
Details
sn_cmdb_int_util_derive_class_from_native_value_operati
Table
on
Input in order is:
Input fields 1. The native class identifier
Output field
Script
include
ameFromNativeValue(native_id_in, class_in)
function
the native identifier.
Examples
Native Class Class Class Results

associated.
Native Class Class Class Results
Junk
Derive CI Class from Operating System
Use when processing a computer record and an operating system is

provided but the class of the computer is ambiguous otherwise. Can be
used along with other Derive CI Class transforms.

associated.
Details
Table sn_cmdb_int_util_derive_class_from_os_operation
Input in order is:
Input fields 1. The operating system name
Output field
Script
include
ameFromOsName(os_in, class_in)
function
the operating system name.
Examples
Operating System Class Class Results

associated.
Operating System Class Class Results
Junk
Derive Virtual From Hardware Model
Use when processing a computer record that may be virtual, a hardware

model is provided, and the virtual status is ambiguous. Can be used
along with other Derive Virtual From transforms.
Details
Table sn_cmdb_int_util_derive_virtual_from_model_operation

associated.
Details
Input in order is:
Input fields 1. The hardware model name
2. The current virtual flag value
Output is the resulting virtual flag (true/false). If the

Output field
current virtual flag is ‘true’, the result is true. Otherwise
the result is ‘true’ or ‘false’.
Script
sn_cmdb_int_util.CmdbIntegrationVirtualDetectionUtil().d
include
etectVirtualFromModelName(model_in, is_virtual_in)
function
Looks for indicators in the model name for a virtual device (VMware).
Examples
Hardware Model Virtual Flag Virtual Flag Results
thinkpad true true
thinkpad false false
thinkpad false
vmware inc true true
true true
false false
false

associated.
Derive Virtual From Native Indicator
Use when processing a computer record that may be virtual, a virtual

indicator is provided by the source, and the virtual status is ambiguous.
Can be used along with other Derive Virtual From transforms.
Details
sn_cmdb_int_util_derive_virtual_from_native_value_oper
Table
ation
Input in order is:
Input fields 1. The native indicator

Output field
Script
include
etectVirtualFromNativeIdentifier(native_in, is_virtual_in)
function
Tests native indicator against a list of common values and looks for a
‘true’ boolean indicator.
Examples
Native Virtual Value Virtual Flag Virtual Flag Results
virtual false true
virtual true

associated.
virtual true true
y false true
y true
y true true
yes false true
yes true
yes true true
true false true
true true
true true true
t false true
t true
t true true
other false false
other false
other true true
not virtual false false
not virtual false
not virtual true true
false false

associated.
false
true true
Derive Virtual From Serial Number
Use when processing a computer record that may be virtual, a serial

number is provided by the source, and the virtual status is ambiguous.
Can be used along with other Derive Virtual From transforms.
Details
sn_cmdb_int_util_derive_virtual_from_serial_number_oper
Table
ation
Input in order is:
Input fields 1. The serial number

Output field
Script
include
etectVirtualFromSerialNumber (serial_in, is_virtual_in)
function
Looks for indicators in the serial number for a virtual device (VMware).

associated.
Examples
Serial Number Virtual Flag Virtual Flag Results
123 true true
123 false false
123 false
vmware-123 true true
true true
false false
false
Extract and Scale by Units
Use when the source has numerical values that need to be scaled and
numerical value with an input such as 2048Mb. The source does not
always provide the units so it may be required to calculate or guess the
units being provided. The target units depend on the target field in the
CMDB. If not specified, the decimal place field is set at 2 by default.
Note: This field is case sensitive.
Details
Table sn_cmdb_int_util_extract_and_scale_by_units_operation
Input fields source_sys_rte_eb_fields
Output field target_sys_rte_eb_field
Script sn_cmdb_int_util.CmdbIntegrationExtractScaleUnitUtil().e
include xtractAndScaleUnits(input,defaultUnit,outputUnit,decimal
function Places)

associated.
Examples
Input Value Default Unit Output Unit Result
2048Mb Mb GB 2GB
17179869184 B GB 16GB
First Non Null Value
Use when you have a list of fields providing similar information that must
map to a single field and you want to rank the order in which they can
provide those values.
For Example Internally in SolarWinds, there is a hierarchy of tables that

are join. In one example, a computer’s name could come from the
child most table or any of that tables parents but each of those is a
separate field in the pull. Starting with the most specific table, the values
are searched for the first instance of a name value.
Details
Table sn_cmdb_int_util_first_non_null_operation
Input fields
Input is a list of fields of any length.
Output field Output is the value from the first field in the list that
doesn’t have a null (or empty) value.
Script
sn_cmdb_int_util.CmdbIntegrationFirstNonNullValueUtil().f
include
irstNonNullValue(batch[i])
function

associated.
Example
Field 1 Field 2 Field 3 Result
foo foo2 foo
Process Name, Domain, FQDN, DNS set
Use when the source provides name, domain, FQDN, or DNS information.
Can be used for only a subset of these (if for example, the
source only provides name and domain). In the case that a source
only provides fields that are lower in the input list (FQDN) the
CmdbIntegrationHardwareNameUtil script include can be called from a
script operation to minimize having to create empty dummy fields.
Details
Table sn_cmdb_int_util_process_name_set_operation
Takes up to four Input fieldss (any additional fields are
ignored), in the following order:
1. Name
2. Domain
Input fields 3. FQDN
4. DNS
You don't have to provide all four input values, but you
must provide those values in the specified order. If for
example, you only want to cleanse domain, you must
provide a name attribute, even it if empty.

associated.
Details
Output is a concatenated set of values in the same
order, using a triple pipe (|||): {name}|||{domain}|||
{fqdn}|||{dns}
Script sn_cmdb_int_util.CmdbIntegrationHardwareNameUtil().p
include rocessNameDomainFqdnDnsSet(name, domain, fqdn,
function dns)
FQDN and DNS are first processed to see if their formats are correct.
FQDN has an additional discovery regex it must pass (via properties):
glide.discovery.fqdn.regex – default : ^([^.]+)\\.((?:[^.]
+\\.)+[^.]+)$
Possible name and domain values are extracted if possible. When name
and domain are processed, if there is no FQDN, a value is generated
if possible. A resulting name value is also modified using the following
discovery flags:
1. glide.discovery.hostname.case – default: No change. Can be set to

‘Lower case’, ‘Upper case’, ‘No change’
2. glide.discovery.hostname.include_domain – default: false. If ‘true’

the domain is added to the final name value
Examples
Name Domain FQDN DNS Results
myName||
|
other.net||
|
mycomp.ser
otherName. otherName.
myName other.net vicenow.co
other.net other.net||
m
|
mycomp.ser
vicenow.co
m

associated.
otherName|
||
other.net||
|
mycomp.ser
otherName. otherName.
na other.net vicenow.co
other.net other.net||
m
|
mycomp.ser
vicenow.co
m
|||
servicenow.
servicenow.
com
com||||||
name|||
servicenow.
com|||
name.servic name.servic
enow.com enow.com|
||
name.servic
enow.com
name|||
servicenow.
name.servic com|||
enow.com name.servic
enow.com|
||
name|||
servicenow.
name.servic com|||
enow.com name.servic
enow.com|
||
name|||
servicenow.
name servicenow.
com
com|||

associated.

name.servic
enow.com|
||
Process FQDN
Use when the source provides a suspected FQDN value but no other
naming fields such as name, domain, or DNS.
Details
Table sn_cmdb_int_util_process_fqdn_operation
Input fields
Input is a single field containing an FQDN.
Output is a concatenated set of values in the same

Output field
order using a triple pipe (|||): {name}|||{domain}|||
{fqdn}|||{dns}
Script
sn_cmdb_int_util.CmdbIntegrationHardwareNameUtil().p
include
rocessNameDomainFqdnDnsSet('’, '’, fqdn, '’)
function
The processing follows the same logic as the ‘Process Name, Domain,
FQDN, DNS set’ transform except that only FQDN is used as an input.
Example
Input Result
mycomputer|||
mycomputer.servicenow.com servicenow.com|||
mycomputer.servicenow.com|||

associated.
Scale Units
Use when the source has numerical inputs that must be scaled. The
source does not always provide the current units so it may be required
to calculate or guess the units being provided. The target units depend
on the field being targeted in the CMDB.
Details
Table sn_cmdb_int_util_scale_unit_operation
Inputs in order are:
1. The input value

Input fields
2. The current units
3. The target units
Output is the input value scaled from the current units to

Output field the target units. If no units are found for the current units,
then the input value is returned. If no current or target
units are found the input is returned as the output.
Script
sn_cmdb_int_util.CmdbIntegrationScaleUnitUtil().scaleUni
include
ts(input_value, input_unit, output_unit)
function
Example
Input Result
• Input Field 1: 1
1024
• Input Field 2: GB

associated.
Input Result
• Input Field 3: MB
Software Bundle ID Lookup
Use when a source, such as Jamf, does not provide the software
publisher but does provide a Mac software bundle ID. Software
Bundle ID Lookup looks up records in the Bundleid Lookup [sn-
cmdb_int_util_bundleid_lookup] table by bundle_id. If a record with the
specified bundle_id exists, it extracts the respective software publisher.
Otherwise, it creates a new record which will be queried the next time
the Lookup Mac Software Bundle IDs data source runs.
Details
Table sn_cmdb_int_util_software_bundle_id_lookup_operation
• source_sys_rte_eb_field
Input fields
• Bundle ID
Output is the resulting artist name, track name, and seller

Output field
name, all concatenated by a triple pipe (|||), or an
empty string if no match is found.
Script
sn_cmdb_int_util.CmdbIntegrationSoftwareBundleIdLook
include
up. lookupSoftware(bundleId)
function
Example
Input Result
Microsoft Corporation|||Microsoft
Input Field 1: com.microsoft.Word
Word||| Microsoft Corporation

associated.
User Lookup
Use to look up a user in the User [sys_user] table by user name or email,
attempting to match in the following order:
1. The User Name matching the user_name attribute.
2. The Email matching the email attribute.
3. If nothing is matching, it returns empty.
Details
Table sn_cmdb_int_util_user_lookup_operation
Inputs in order are:
Input fields 1. User Name
2. Email (Optional)
Output field
sysId of the sys_user.
Script
sn_cmdb_int_util.CmdbIntegrationUserLookup.
include
lookupUser(username, email)
function
Examples
Input Result
62826bf03710200044e0bfc8bcbe5
Input Field 1: abel.tuter
df1
62826bf03710200044e0bfc8bcbe5
• Input Field 1: atuter df1

associated.
Input Result
• Input Field 2:
abel.tuter@example.com
You can configure the Application Dependency Mapping (ADM)

adapter to populate running processes, TCP connections, and
applications into CMDB.
As a user with the admin role, you can use the ADMHelper script
include to configure the ADM adapter that populates running processes,
TCP connections, and applications into CMDB. The ADMHelper script
include is available within the Integration Commons for CMDB
(sn_cmdb_int_util) store app. The ADMHelper script include invokes
the ApplicationDependencyMapping script include that is available
within the Discovery and Service Mapping Patterns application
(sn_itom_pattern).
The ADM adapter requires the inputs as discussed in the following table:
Inputs for the ADM adapter
Input Input type
Running Process Details Required
Computer Sys Id Required
TCP connection details Optional
ADM Properties Optional
For interpreting and populating the CIs, the ADM processor requires the
input data in a specific format. Ensure that the keys are formed as shown
in the following example:

associated.
Example keys for ADM processor
TCP connections data Running process
[
[ {
{ "pid": "1",
"pid": "1068", "ppid": "0",
"local_ip": "127.0.0.1", "command": "/usr/lib/system
"local_port": "199", d/systemd", "name": "system
"ip": "0.0.0.0", d",
"port": "199", "parameters": "--switched-r
"state": "LISTEN", oot --system --deserialize
"type": "on" 21"
} }
]
]
The ApplicationDependencyMapping script include processes TCP

connections and running process data and populates the following
tables:
• TCP Connections [cmdb_tcp]
• Running Process [cmdb_running_process]
• Application [cmdb_ci_appl]
Note: After the data is populated into the TCP Connections

[cmdb_tcp] and Running Process [cmdb_running_process] tables,
the ApplicationDependencyMapping script include reconciles the
TCP connections and running process data for populating the
Application [cmdb_ci_appl] table based on the data in the
Network Adapter [cmdb_ci_network_adapter] and IP Address
[cmdb_ci_ip_address] tables.
Validate that integrations for CMDB pass validation and still work after
you make any configuration changes such as applying an upgrade or
developing an application.

associated.
Danger: By default, the system property that is used to run

automated tests is disabled to prevent you from accidentally running
these tests on a production system. To avoid data corruption or
an outage, run tests only on development, test, and other non-
production instances. See Enable or disable executing Automated
Test Framework tests.
Integration Commons for CMDB
CMDB INT: CMDB Integrations Validation test suite

Test suite to verify the integrity of an integration using
multiple tests.
Test Description Release version
Modify the run

server-side script to
set an application
CMDB INT: Set Test name so that you
Paris
Session Application can test only one
integration. Otherwise,
all integrations
installed will be tested.
Test an integration
against the values in
the CMDB Integration
CMDB INT: Test Against
Source Analysis Paris
Source Analysis
[sn_cmdb_int_util_cmd
b_integration_source_
analysis] table.
Validate all
CMDB INT: Validate
application feeds in Paris
Application Feed
an integration.
Validate that the

CMDB INT: Validate
discovery source Paris
Discovery Source
exists.

associated.
Validate all entity

CMDB INT: Validate
mappings of an Paris
Entity Mappings
integration.
CMDB INT: Validate Validate fields for

Paris
Fields CMDB Integrations.
CMDB INT: Validate Validate CMDB

Paris
Lookups integration lookups.
Validate that all

integrations for
CMDB INT: Validate
mandatory operations Paris
Mandatory Operations
exist for mapped
fields.
CMDB INT: Validate Validate all operations

Paris
Operations for an integration.
CMDB INT: Validate Validate CMDB

Paris
References integration references.
Validate all related

CMDB INT: Validate classes against the
Paris
Related Entries data dictionary for
related entries.
Validate CMDB
CMDB INT: Validate
integration Paris
Relationships
relationships.
To learn more about Integration Commons for CMDB, see Integration

Commons for CMDB.
IntegrationHub ETL (3.2)

Use the IntegrationHub ETL store app to create and manage ETL
transform maps, which integrate third-party data into the CMDB or
into non-CMDB tables without compromising the integrity of data.
IntegrationHub ETL provides a simplified user interface that guides you

associated.
through the integration process end-to-end, including a test integration

run of sample data.
The IntegrationHub ETL (sn_int_studio) plugin provides the IntegrationHub

ETL functionality.
• Use the CMDB Integrations Dashboard to track progress, results,

and errors associated with using custom integrations created in
IntegrationHub ETL. The CMDB Integrations Dashboard is included in the
Integration Commons for CMDB store app.
• Watch the IntegrationHub ETL | Importing resources into the CMDB

video for an introduction and walk through of the IntegrationHub ETL
tool.
Roles required
Users with the cmdb_inst_admin role can use IntegrationHub ETL to

create integrations, or customize a pre-existing integration provided by
ServiceNow or a vendor at the ServiceNow Store. A vendor can create a
new integration and provide it as an application for anyone to use.
Support for non-CMDB tables
Starting with the Vancouver release, IntegrationHub ETL supports

the integration of third-party data into some non-CMDB tables.
IntegrationHub ETL supports those non-CMDB tables that are supported
by Identification and Reconciliation (IRE). For details about which non-
CMDB tables are supported and any needed configuration, see IRE
support for non-CMDB tables.
Supported non-CMDB tables are available in IntegrationHub ETL when

specifying classes, conditional classes, class associations, and reference
sources in mapping definitions. However, there are some differences
between using CMDB classes and non-CMDB tables in IntegrationHub
ETL:

associated.
• Specifying class associations isn't mandatory for non-CMDB tables.
• Adding relationships doesn't apply to non-CMDB tables.
• Class associations for a non-CMDB table is based on a reference field

instead of a CMDB relationship.
Note: Although the IntegrationHub ETL user interface and

accompanying documentation references CMDB and CMDB
elements, most of those references also apply to supported non-
CMDB tables.
Process
The two key components that IntegrationHub ETL uses for processing are:
• Robust Transform Engine (RTE): Used to transform raw source data that
is stored in staging tables, into the data that is mapped and integrated
into the CMDB. RTE uses ETL transform maps that were created for the
integration during data transformation.
• Identification and Reconciliation engine (IRE): Used as a centralized

framework for identification and reconciliation processes across
different data sources. IRE processes help maintain data integrity in the
CMDB and in supported non-CMDB tables.
IntegrationHub ETL uses RTE and IRE which work together to process
and integrate data. Data is first imported from a data source, and is
then stored in temporary staging tables in Import Sets systems. Using
the data in the staging tables and the ETL transform map created by
IntegrationHub ETL, RTE creates IRE payloads which are then processed
by IRE. IRE applies reconciliation processes to avoid potential problems
such as duplicate CIs, ensuring that the CMDB or non-CMDB tables
remain healthy, and then integrates the resulting data.
When you create an integration, you import source data, transform data
if needed, and select target CMDB classes (or non-CMDB tables) and
attributes to map the data to. Eventually, you run an integration test
of the sample data, using your settings in the IntegrationHub ETL. You
can then preview the integration test results and adjust any settings
before scheduling recurring integration runs for large data sets. If you
develop and test the ETL transform map on a development instance,
then you can test and adjust the configuration before implementation on
a production instance.

associated.
For example, you can integrate data from SCCM (Microsoft System
Center Configuration Manager).
Refer to the community page IntegrationHub-Extract Tranform Load (IH-

ETL) is GA in ServiceNow store for an overview of IntegrationHub ETL,
including its components and workflow.
Guided Setup
A guided setup organizes all the tasks in the correct order, tracks the
completion of tasks, and enforces any task dependencies. Tasks that
depend on the completion of other tasks, are enabled or disabled as you
step through the tool and complete tasks.
Read-only mode
When opening a Service Graph Connector in which IntegrationHub ETL

isn't detecting any incoming data from the data source, the integration
is available in read-only mode. In read-only mode you can access all the
guided setup tasks on the ETL Transform Map Assistant page. You can
examine all the settings and definitions in the integration even though it
isn't populated with actual data. However, you can't make any updates
to a read-only connection.
Read-only mode is useful for studying an existing connection for the

purpose of creating a new connection that is similar to the read-only
connection. The read-only mode can also assist in troubleshooting issues
with the connection.
IntegrationHub ETL and Import Sets

Using IntegrationHub ETL and ETL transform maps has the following
advantages over using Import Sets and transform maps:
• Identification and Reconciliation Engine (IRE) processes are

incorporated into the IntegrationHub ETL so all data is automatically
processed by IRE as part of the integration. Using Import Sets and
transform maps does not provide a simple way to apply IRE processes.
• IntegrationHub ETL uses guided setup which provides guidance and

a simple user interface for the entire process of integrating third-party
data.

associated.
• IntegrationHub ETL includes an integration test for a small data set using
the new ETL transform map. This test lets you review the results and
adjust configuration settings before scheduling recurring integrations.
Terms
The following terms are associated with the IntegrationHub ETL:
CMDB application
Name of the third-party vendor such as SCCM 2019. A CMDB application

has two associated attributes: Name and Discovery Source. When
creating a new integration, ensure to configure a discovery source
for the CMDB application that you plan to use, before using the
IntegrationHub ETL.
Data source
The source feed, such as SCCM 7.0 Computer Identity, where the raw
source data is imported from. If you use various REST endpoints for
different types of data, then each REST endpoint is associated with its
own data source and an ETL transform map.
ETL transform map
The output generated by IntegrationHub ETL. You can integrate third-

party data into the CMDB or into non-CMDB tables using an ETL transform
map which is configured for the respective integration.
Source data
Original, raw data that have been imported into IntegrationHub ETL.
Source data can be used in its original form, or you can transform the
data before mapping and integration.
Transform
An operation, that you can apply to a specific data column to transform

the data values. For example, to transform the format of the data values.
Use transforms to standardize data formats and meet other system
requirements.
Transformed data
Some of the source data might not be compliant with the requirements
of its target CMDB attributes and classes or non-CMDB tables. In those

associated.
cases, you can apply various types of transforms to the source data,
before mapping the data to the target CMDB classes and attributes
or non-CMDB tables. Transforms, can for example convert data format,
replace values, and concatenate values from multiple data columns.
Each CMDB application can have multiple connections for retrieving raw
data. Each connection that is used to retrieve a certain type of data,
has its own pair of data source and an ETL transform map. Therefore, one
CMDB application can have multiple ETL transform maps, and each of
those ETL transform maps is associated with a single Data Source.
For example:
CMDB Application ETL Transform Map Data Source
SCCM Computer
/sccm/2019/comp
Identify
SCCM
SCCM Disk /sccm/2019/disk
SCCM Application /sccm/2019/appl
Nested data payloads
To process nested data payloads, you must first ensure that the data
source that is used for the integration, is set with the Data in single column
option. With that setting, you can correctly represent nested data in a
JSON payload which IntegrationHub ETL then processes as nested data,
rather than as flat data.
Sample of nested data:

{
"u_computer_fqdn": "computer2-fqdn",
"u_computer_id": 2,
"u_computer_ip": "computer2-ip",
"u_computer_location": "PDX",
"u_computer_mac": "computer2-mac",
"u_computer_name": "nested-payload-computer2"
,
"u_computer_os": "computer2-os",
"interfaces": [
{

associated.
"u_interface_ip": "computer2-eth1-ip"
,
"u_interface_mac": "computer2-eth1-ma
c",
"u_interface_name": "computer2-eth1",
"ip": ""
},
{
"u_interface_ip": "computer2-eth2-ip"
,
"u_interface_mac": "computer2-eth2-ma
c",
"u_interface_name": "computer2-eth2",
"ip": {
"u_ip_address": "computer2-eth2-i
p",
"u_mac_address": "computer2-eth2-
mac"
}
}
],
"software": [
{
"u_software_name": "computer2-softwar
e2",
"u_software_version": "computer2-soft
ware2-1.0",
"instance": {
"u_software_instance_name": "comp
uter2-software1-instance"
}
},
{
"u_software_name": "computer2-softwar
e2",
"u_software_version": "computer2-soft
ware2-2.0",
"instance": {
"u_software_instance_name": "comp
uter2-software2-instance"
}
}

associated.
]
},
You can view the layers of nested data in a separate panel in
IntegrationHub ETL, apply transforms, map, and integrate that data into
the CMDB.
When creating a nested data JSON payload, the following restrictions
apply:
Field names must start with a letter (between A-Z or a-z) or with ‘_’, and
must only contain letters (between A-Z or a-z), digits (0-9), or the ‘_’
character.
For example, a field name can't contain special characters such as *,

[,], #, $, spaces, and dot.
• Field names can't be “temp” or “object”, which are reserved for

internal use.
• Consistently throughout the payload, you must use an array or an

object to represent data in a specific level, regardless of the number
of items in the level. If you use an array for multiple items in one object,
you must also use an array to represent a single item in other objects.
For a demo about working with nested payload data, watch the
Integration Hub - ETL nested payload feature demo video on the
ServiceNow YouTube channel.
Related reference
• Teams related list
IntegrationHub ETL provides a guided setup which walks you through the
completion of all necessary tasks for creating an ETL transform map for a
specific integration.
Guided setup
Guided setup organizes all the tasks in the correct order, tracks the
completion of tasks, and enforces any task dependencies. Tasks that
depend on the completion of other tasks, are enabled or disabled as you
step through the tool and complete tasks.

associated.
Use guided setup on the ETL Transform Map Assistant page to complete
the following tasks.
Import source data and specify basic details
Provide basic details for the integration, such as the source of the data
that you want to integrate into CMDB, and import the source data.
Before you begin
The data source that you plan to select for the ETL Transform Map must
exist in the same application scope as the one being used in the current
session.
When you open an ETL transform map, by default the map is

not validated. You can enable this validation step by adding the
system property sn_int_studio.validation.enabled to the System Properties
[sys_properties] table and then setting it to true. After validation is
complete, you choose how to handle validation errors.
Role required: cmdb_inst_admin
Procedure
1. Navigate to All > Configuration > IntegrationHub ETL.

The landing page of the IntegrationHub ETL lists all integrations that
exist in the system, including integrations that were downloaded
from the ServiceNow Store. Starting with IntegrationHub ETL v3.2,
integrations are grouped by the CMDB Application value, in which
case expand the respective group to locate an integration.
2. Click the Name of an integration to view or modify, or click Create

new.
If the system property sn_int_studio.validation.enabled is set to true,
then IntegrationHub ETL validates the ETL transform map that you
are loading. If there are any validation errors, the Invalid Mapping
Data Detected dialog box appears, listing all the specific errors that
were detected. You can choose to delete the invalid mappings and
continue with only the valid mappings, or you can choose to keep
the invalid mappings. However, notifications about invalid mappings
will continue to appear as you continue to work with the integration.
The system detects errors such as:

associated.
• Missing source or target fields in corresponding Robust Transform

Engine (RTE) field mappings records
• Missing table columns in an import set

Note: In this situation, any corresponding metadata records
in RTE are no longer valid and are automatically deleted.
Records such as field mappings and transform operations
that are associated with the missing table columns in the
import set, are deleted.
• Missing an Identification and Reconciliation Engine (IRE) lookup

rule for a lookup class
3. On the ETL Transform Map Assistant page, in the Specify Basic Details
section of the guided setup, select the Import Source Data and
Provide Basic Details task.
4. Fill out the form.
Field Description
The CMDB application

associated with the ETL transform
map.
CMDB Application
You can select Add new, which
adds the CMDB Application and
the Discovery Source fields for
the new CMDB application.
Name Name of the ETL transform map.
Description Description of the integration.
List of all data sources in the

Data Source
system.

associated.
Field Description
Note: Be cautious in
subsequently modifying the
data source as it can
result in substantial changes
to the data integration.
Aligning to the import
set table of the new
data source might require
the removal of columns
and associated transforms,
or the addition of new
columns. IntegrationHub
ETL validation processes
will detect any required
updates and let you agree
or reject these updates.
An Import Set that is associated

with the specified Data Source.
A subset of that Import Set data

is used to preview source data.
Select the Auto-pull a new

import set option to pull a new
Import Set of the associated
Sample Import Set data source.
Starting with IntegrationHub ETL

v3.2, if no Import Set is specified,
then the map is loaded and
is automatically set to be
in read-only mode. You can
review configurations in the map
but can’t edit mappings or
transforms.

associated.
Field Description
Number of data records that

are loaded and used as sample
for the preview for this transform
map. If set, this custom setting
overrides the value of the
sn_int_studio.preview.size system
property, and applies only to the
current transform map.
Preview Size Override
If Load Complete Schema
is disabled, then the nested
data structure for the map is
generated based only on the
specified number of records that
are loaded.
Field available starting with

IntegrationHub ETL v3.2.
Enable or disable loading

the entire data schema for
generating the data structure for
the map.
When disabled, the nested

data structure for the map is
generated based only on the
number or records loaded as
Load Complete Schema
sample records for preview.
The number of records loaded
is determined by either the
Preview Size Override setting, or
by the global system property
sn_int_studio.preview.size.
Field available starting with

IntegrationHub ETL v3.2.

associated.
Field Description
Name of a new CMDB

CMDB Application Application. Appears if you set
CMDB Application to Add new.
Discovery source associated

with a new CMDB Application.
Discovery Source
Appears if you set CMDB
Application to Add new.
5. Click Save to save the current changes or Mark as Complete.
A time stamp appears in the header when you click Save, which
remains for the duration of the IntegrationHub ETL session for the ETL
transform map. When you re-enter the session or switch between ETL
maps, the time stamp disappears.
Preview and prepare data
Review sample records of raw source data, which will be integrated into
the CMDB. Transform and prepare data to align with the target classes
and attributes, if needed.
Before you begin
The number of records in the sample data is globally determined by the

system property sn_int_studio.preview.size, which is set to 100 by default.
The maximum number of records in the sample data that IntegrationHub
ETL can process is 10,000. If you set that property above the 10,000 limit,
then IntegrationHub ETL will only process up to 10,000 records and a
message will appear to that effect.
Starting with IntegrationHub ETL v3.2, you can override the value of the
sn_int_studio.preview.size property by setting the Preview Size Override
field on the Import Source Data and Provide Basic Details form, per map.
To process nested data from a nested payload, the respective data

source must be set with the Data in single column option.

associated.
About this task
Review the values in the data columns of the sample data and identify
columns that do not align with the requirements of the intended
target classes and attributes. You can transform data, for example, by
converting the data format, replacing values, and concatenating data
columns. You can apply transformations one on top of another, creating
a chain of data transformations. You can also set a data column to be
ignored in the mapping and integration process.
Note: To set a CMDB attribute to be empty, use the string
'<EMPTY_STRING>'.
Columns for nested data appear alongside the rest of the data, with a
Nested Objects notation in the data column header. The count of nested
data items per object appear with a link which lets you drill to deeper
levels of the nested data. To show the data structure of nested data in a
separate panel, enable the Show data structure option.
The Data Structure panel has two options for displaying nested data:
• Tree: Nested data grouped by objects, where each object node

corresponds to a record entry in the source data. Expand object nodes
to show all nested data for the record.
• Collection: Nested data grouped by the top-level object (by default)

and then by nested data items such as software. Expand a node such
as software, to show which software is installed on each computer.
You can navigate through the levels of nested data in the Data Structure
panel, the breadcrumbs path, or through number links that appear in
the source data itself. Your selections and the data that appears are
kept synchronized between all views of the nested data, regardless of
navigation.
For a demo about working with nested payload data, watch the
Integration Hub - ETL nested payload feature demo video on the
ServiceNow YouTube channel.
Procedure
1. Navigate to All > Configuration > IntegrationHub ETL, and click the
Name of an integration.

associated.
exist in the system, including integrations that were downloaded from
the ServiceNow Store.
2. In the ETL Transform Map Assistant page, in the Prepare Source Data
for Mapping section of the guided setup, select Preview and Prepare
Data.
3. (Optional) Select Show data structure to open the Data Structure

panel which shows the structure of nested data. In the Data Structure
panel, you can drill down through the levels of nested data.
4. (Optional) Select the action menu for a column and then select a
Sort operation.
5. Select the action menu for a column and then select Group by to
group the data by the respective column. Select Ungroup to undo
the grouping operation.
6. (Optional) Click New Transform and then select Use Source Column .
Or, select the action menu for a column, and then select New
Transform to transform the selected column.
You can't create new transforms for nested objects at this top-level
view of the data. A nested object column contains number links
which indicate the number of nested items for the record. To create
a new transform for nested objects, click that number link to drill
down to the actual nested data. Alternatively, navigate in the Data
Structure panel to the nested object for which you want to create a
transform.
A transform of nested data can reference parent objects of the

nested data being transformed. Using the sample payload for
nested data as an example, a transform for an interface object
can reference the parent computer object but can't reference a
software object.
a. In the New Transform sidebar on the right, select a Transform Type

and modify the Transform Description if appropriate.
For more details about transform types, see Transform types in
IntegrationHub ETL.
b. (Optional) Select Hide initial column used for this transform to

hide from the current view all the columns that were used for this
transform.

associated.
This setting is temporary for the current session, and if you

refresh the page, the hidden column reappears. To show a
hidden column, you can also click the gear icon on the banner
frame. Then, move the hidden column from the Available to the
Selected list and click OK.
c. Select or verify the Input Column whose values are being

transformed.
d. (Optional) Modify the Output Column Name for any of the

columns that will be added with the transformed values.
e. Click Apply.
A new column with the transformed values appears, placed in
alphabetical order based on the output column name. If you
used the suggested output column name, then the new column
appears to the right of the input column.
f. Review the transformed data and adjust any transforms, if

needed.
7. (Optional) To apply the 'Set Fixed Value Column' transform:
a. Click New Transform and then select Set Fixed Value Column.
b. In the Set Fixed Value Column sidebar, enter a Column Name

and a Column Description for the new column. Then, set Assign
Column Value to the value that is fixed for the new column.
c. Click Apply.
8. (Optional) Select the action menu for a column, and then select
Ignore in Mapping to exclude the column from mapping and
integration in the current session.
In a subsequent session, the Ignore in Mapping setting does not

apply, and the column will be included in mapping.
You can click Include in Mapping to undo the Ignore in Mapping

setting for the column.
9. (Optional) Select the action menu for a column, and then select
Delete This and Downstream Columns. This delete action deletes the
column along with any columns that were added using this column
as an input column.

associated.
10. (Optional) Click New Transform and then select Table Lookup which
lets you specify a table to look up and extract additional values from.
Fill out the fields in the Table Lookup sidebar on the right.
Values from the specified lookup table are matched with the
mapped data. For the records that match, the specified values from
the lookup table, are added as a column, to the data that is being
prepared for mapping.
Table Lookup
Field Description
Table to use for matching with

the data that is being mapped.
When records from the lookup
table and the mapped data
Lookup Table satisfy the Look Up Condition,
then specified values from the
Lookup Table are extracted
from the respective record and
added to the mapped data.
A set of pairs of column

conditions. Each pair specifies
a column in the lookup table
and a column in the mapped
data, which are attempted to
be matched.
• If values of target table

column: The column in the
target table to match to
Lookup Condition
a column in the mapped
data.
• Match values of source data

table: The column in the
mapped data to match to a
column in the lookup table.
You can add multiple pairs of

columns to match on.

associated.
Field Description
Values to extract from the

Lookup Table when there is a
match with the mapped data.
Then output values from the

following columns: The lookup
table columns to extract values
from, when values from the
lookup table and the mapped
data, satisfy the Lookup
Lookup Condition Condition.
You can specify multiple lookup

table columns to extract values
from. For every column that
you specify, a corresponding
Output Column Name field
automatically appears. Specify
a label for the column that will
be added with the extracted
values.
A label for the column that will

be added to the mapped data,
with the values extracted from
the lookup table.
Output Column Name
An Output Column Name field is
automatically added for every
column that you specify in Then
output values from the following
columns.
11. Review the data and ensure that the intended set of data to
be integrated is transformed, correctly formatted and prepared for
import.

associated.
12. Click Mark as Complete.
Result
Data is prepared when the set of source data columns and transformed
columns that you want to integrate, meet any formatting and other
value requirements of the target CMDB classes and attributes. These
columns are then ready to be mapped and integrated to CMDB classes
and attributes.
About mapping data columns to CMDB classes and attributes
There are several requirements and guidelines for mapping source data
to target CMDB classes and attributes. Also, there is an option of
deactivating class mappings while preserving the settings for an easy
reactivation. Review these concepts to ensure proper processing by the
Identification and Reconciliation Engine (IRE).
Required mappings
You must map data to all required attributes of the target class in
addition to mapping to attributes that are not configured as required.
Also, the following two fields appear by default and you cannot delete
them:
Source Native Key
IRE uses to uniquely identify a record and for building relationships and
references. Also, improves performance of insert and update operations.
When processing a payload, IRE generates an error if this field is empty.
Source Recency Timestamp
IRE uses to identify records that are older than the current record and
therefore can be ignored, to help resolve conflicting attribute values. If a
value is provided, it is used only if it is later than the value that is currently
stored in the CMDB. If a value is not provided, IRE updates the attribute
with the current timestamp.
The following system properties let you modify how IRE uses the
source_recency_timestamp value in a payload to update the last_scan
attribute in the Source [sys_object_source] table:
• glide.identification_engine.skip_updating_last_scan_if_older

associated.
•
glide.identification_engine.ire_message_listener_skip_updating_last_scan_to_now
For more information about how IRE uses source_native_key and

source_recency_timestamp for CI identification, see Identification and
Reconciliation engine (IRE).
Conditional class
A conditional class lets you map different sets of data records to different
target classes according to specific column values, or the status of a
specific plugin.
For example, if a display name contains 'Windows', then 'Windows Server'

is selected as the target class. But if the display name contains 'Linux',
then 'Linux Server' is selected as the target class. For records that do not
meet any of these conditions (display name does not contain 'Windows'
nor 'Linux'), 'Server' is selected as the target class.
Associated class
An associated class lets you select the CMDB class to be associated with
a target non-CMDB table. Setting an associated class is required for IRE
processing if the non-CMDB table is not configured for IRE processing. For
a non-CMDB table that is supported and configured for IRE processing,
setting an associated class is optional. See IRE support for non-CMDB
tables for more information.
The software Instance is a non-CMDB class but it does not have IRE rules
associated with it. So, things we said about it here pre-Utah are still valid.
But for non-CMDB classes with IRE rules it's not mandatory to have an
association. For example “If the target class for mapping is a non-CMDB
class with a reference to a CMDB class, you must select the CMDB
class to associate the non-CMDB target class with” non-CMDB class with
IRE rules Instead of “you must” it should be. “You can”. Same with the
Example it's not valid for non-CMDB with IRE rules.
If the target class for mapping is a non-CMDB class with a reference

to a CMDB class, you must select the CMDB class to associate the non-
CMDB target class with. A non-CMDB class refers to a class, such Serial
Number [cmdb_serial_number], that does not extend the Configuration
Item [cmdb_ci] class. The Related Entry [cmdb_related_entry] class might
contain multiple CMDB class associations for the same non-CMDB class.

associated.
Therefore, select the appropriate association to allow IRE processes to

update the target non-CMDB class.
For example, the Related Entry [cmdb_related_entry] class has

a record which associates the non-CMDB Software Instance
[cmdb_software_instance] class with the CMDB Software Package
[cmdb_ci_spkg] class. If you select Software Instance as a target class,
you must associate the Software Instance class with the Software
Package [cmdb_ci_spkg] class.
Deactivating class mappings
When you edit an ETL transform map, provided by a Service Graph

Connector for example, you can delete a class mapping to prevent
the class from being populated when the integration runs. However, if
you later decide to populate that class, you must readd that class and
reconfigure all the class mappings. Instead, you can deactivate a class
mapping to temporarily ignore the class during the integration run, while
preserving all of its mapping configuration. A class that you choose to
deactivate is grayed out in the user interface but you can continue and
edit the class mappings. Later, you can reactivate a class mapping to
enable populating the class, without needing to reconfigure the class
mappings.
Some classes that you choose to deactivate, trigger an automatic

deactivation of additional classes that you did not directly choose to
deactivate. Which classes are automatically deactivated, depends on
the class that you chose to deactivate. For example, whether the class
has dependent relationships or associated classes. Those automatically
deactivated classes:
• Appear in light gray in the user interface and you can't reactivate
them.
• Are automatically reactivated when you reactivate:
• The class that you initially deactivated which triggered the automatic
deactivation
• Any class that the deactivated class depends on
All classes that you directly deactivate mappings for and the resulting
class mappings that are automatically deactivated, are not populated
when the integration runs. Also, any relationships and lookup tables

associated.
associated with those classes, are not populated when the integration
runs.
Class mapping and other deactivation scenarios:
• Deactivate a class which no class depends on and which has no

associated classes:
Triggers an automatic deactivation of any lookup rules and

relationships associated with the deactivated class.
• Deactivate a lookup rule, such as serial number, within a class

mapping:
Does not trigger any automatic deactivations.
• Deactivate a CMDB class which is associated with a non-CMDB class:
• Triggers an automatic deactivation of the associated non-CMDB

class.
• Deactivating the non-CMDB class, does not impact the associated

CMDB class.
•
Deactivate a class with dependent relationships (Applies only if the
dependent relationship exists in IntegrationHub ETL):
• Triggers an automatic deactivation of any class that has a single

dependent relationship with the deactivated class.
If a class has multiple dependent relationships, then it is automatically

deactivated only when you deactivate all of the dependent on
classes.
For example, a scenario in which the File System class has

dependent relationships with both, the Computer and a Server class.
If you deactivate the Computer class, the File System class is not
automatically deactivated. Only if you also deactivate the Server
class, the File System class is automatically deactivated.
• Deactivate a conditional class or a class mapping within a conditional

class:

associated.
• Deactivating or activating a conditional class, triggers an automatic

deactivation or activation of all conditional class mappings within the
conditional class.
Deactivating a class mapping within a conditional class: Prevents

the deactivated class from getting populated during integration runs.
However, the associated 'If', 'Else if', or 'Else' conditions themselves
remain in effect within the condition of the conditional class. For
example, if you deactivate the following class mapping:
[If] [operating_system] [contains] [Linux] Then [Class] [is] [Linux Server].
Then, the Linux Server class is not populated, but the [If]
[operating_system] [contains] [Linux] condition is in effect.
Map data columns to CMDB classes and attributes
Choose target classes and attributes in the CMDB to map source data
columns to. You can map a data column to a specific target class, or
add conditions so that the choice of target class depends on specific
data values.
Before you begin
About this task
Data columns that you map can be either source data columns which
were not transformed, or transformed data columns. For example, to
integrate a data column into the Computer and Software Package
classes, select those classes as target classes and then map data
columns into specific attributes in those classes.
When you configure mapping for a class, relationship, or a lookup rule,

those items are always initially set as activated. For details about the
results of deactivating mappings, see Deactivating class mappings.

associated.
Note: Changing a class impacts any mappings that were already

configured for the class, sometimes deleting those mappings. Details
about the affected mappings and the impact, appear in the
Affected mappings dialog box before you proceed with the class
change. However, these details appear only when the change is
from a CMDB class to another CMDB class or from a non-CMDB class
to another non-CMDB class.
Procedure
2. In the ETL Transform Map Assistant page, in the Map Data to CMDB
and Add Relationships section of the guided setup, select Select
CMDB Classes to Map Source Data.
Attributes that are configured as required in the platform, are noted,
and you must map a data column to each of those attributes.
3. Click Add Class to add a target class to map to, or click Edit Class to
edit a class.
a. In the Add Class dialog box, select a CMDB Class.
b. Click Save.
c. (Optional) Set the Activate/Deactivate Mapping toggle switch

for a class, to on or off. If the Affected class mappings dialog
box appears, review the list of affected classes, and then click
Proceed.
When you add a non-CMDB class, it is initially deactivated and
the Activate/Deactivate Mapping toggle switch is disabled, until
you add an associated class that is active.
4. Click Add Conditional Class and then in the Add Conditional Class
dialog box, specify the conditions that must be met for data to be
mapped to different target classes.
a. Collection is automatically set to the data branch in the

hierarchy which is associated with the lowest-level attribute. You

associated.
can modify the value to the data branch from which you want
to map data from, which must be at a higher level in the same
data branch of the hierarchy.
b. In the If drop-down list, select attribute conditions that data

values must meet, or enter plugins in the search box and
specify a plugin condition. You can then specify that the rest of
the records, which did not match any conditions, are mapped
to yet a different target class. Data records will be mapped to
different target classes according to the conditions met.
When processing nested data, a prefix denotes the first level in

the nested hierarchy for attribute items.
Note: When you select a non-CMDB class, it is initially

deactivated and the Activate/Deactivate Mapping toggle
switch is disabled, until you add an associated class that is
active.
c. Click Save.
d. (Optional) Set the Activate/Deactivate Mapping toggle switch for

a conditional class, to on or off. If the Affected class mappings
dialog box appears, review the list of affected classes, and then
click Proceed.
e. (Optional) Click Edit Class to edit the settings of a conditional

class. In the Edit Conditional Class dialog box, set the Activate/
Deactivate Mapping toggle switch for a class mapping, to on
or off. Click Save, and if the Affected class mappings dialog
box appears, review the list of affected classes and then click
Proceed.
• A deactivated class is not populated during integration runs,

however, this doesn't affect the associated condition. The
'If', 'Else if', and 'Else' conditions themselves remain in effect
within the condition of the conditional class and matching
CIs are filtered accordingly.
• The toggle switch of the conditional class reflects the

summary of the states of all the conditional class mappings
within the conditional class. If at least one of the conditional
class mappings is activated, then the toggle switch of

associated.
the conditional class appears as activated. Otherwise,

the toggle switch of the conditional class appears as
deactivated.
5. For a non-CMDB class, click Add Associated Class to associate the

non-CMDB class with a CMDB class and to enable the Activate/
Deactivate Mapping toggle switch.. Or, click Edit Associated Class
to edit an already associated class.
a. In the Add Associated Class dialog box, select a CMDB class. The
list includes all entries in the Related Entry [cmdb_related_entry]
class for the specified non-CMDB table (deactivated classes are
not included).
b. Click Add.
c. (Optional) Set the Activate/Deactivate Mapping toggle switch for

an associated class, to on or off.
Note: If an associated class was not added or is
deactivated, then the Activate/Deactivate Mapping toggle
switch is disabled.
6. Click Set Up Mapping to configure mapping for a newly added class,

or click Edit Mapping to edit a mapping.
a. To map, drag data columns from the Data sidebar on the right,
to CMDB target attribute on the left side of the mapping page.
Or, click the icon to search and select data columns for the
mapping.
When mapping nested data:
• Data columns in the Data sidebar appear in a tree format

that represents the structure of the nested data. Each
attribute is associated with sample data for the attribute.
• Transformed columns are noted by a cyan-shaded dot.
All mappings to a specific CMDB class must be from the

same source branch in the nested data. Only the branch

associated.
from which you selected the first column to map, is valid for
selecting columns in subsequent mappings.
This restriction applies differently when mapping to attributes

in lookup tables. All mappings to attributes in a lookup table
also must be from the same source branch. However, that
source branch can be different than the source branch you
used with non-lookup tables.
Note: You can work around this restriction by using the

Copy transform in the data preparation step, to copy
attributes from a parent level to a child level. Prepare
the data so that all the attributes that you want to map,
are at the same level.
• When you drag a column to map from the Data sidebar,

the fields of CMDB target attributes that are valid for the
mapping, are highlighted by a green frame. If you attempt
to drop a column in an invalid target attribute, the respective
field is highlighted by a red frame and an error appears.
b. Click Add Attribute. Then, in the Add Attribute dialog box, from
the Attribute list, select one or more items as target attributes to
map data to. You can also scroll down to the IRE Settings section
of the list and select one of the robust import set transformer
properties . Click Save.
For information about precedence order between robust import
set transformer properties defined at the individual item level
and at the IRE payload level, see robust import set transformer
properties .
c. Map any lookup rules such as the 'Serial Number Lookup 1' rule.
Lookup rules are in a deactivated state until you map them.

Click the filter icon for the lookup rule to edit or add any lookup
filters. In the lookup filter dialog box, specify attribute or plugin
conditions that must be met for data to be mapped to various
target classes. Then click Save.
After mapping a field of a lookup rule, you can set the Activate/
Deactivate Lookup rule toggle switch for a rule, to on or off.

associated.
d. (Optional) Click View Class Details to view the current class in CI

Class Manager.
e. (Optional) Click the Transform Data tab to navigate to the data

preparation page where you can review and further transform
data that you want to map.
f. Return to the Select CMDB Classes to Map Source Data page.
Add Relationships
Add relationships that exist among the target CMDB classes, for an
integration.
Before you begin
• A class that you want to add in the relationship, must be in an

activated state.
• A base relationship or a relationship within a conditional relationship,

that you want to edit, must be in an activated state.
• In a conditional relationship that you want to edit, at least one

relationship condition must be in an activated state. Otherwise, the Edit
Relationship button is grayed out.
About this task
When creating relationships with nested data, you can't create a

relationship between sibling objects from the nested data. Using the
sample payload for nested data as an example, you can't create a
relationship between interfaces and software.
ITOM Visibility, if available, uses enhanced discovery patterns to identify

and add CI relationships to the Suggested Relationships table in the base
system. When applicable, use the Suggested Relationships table to select
relationships that are in compliance with Common Service Data Model
(CSDM) standards.

associated.
Procedure
2. In the ETL Transform Map Assistant page, in the Map Data to CMDB
and Add Relationships section of the guided setup, select Add
Relationships.
3. To add relationships, select Add Relationship or Add Conditional

Relationship if you want to specify attribute conditions that must
be met before adding a relationship. Then, complete the following
actions as needed.
Option Description
Add Relationship
a. Select the Parent, Child, and
Relationship Type values.
b. Click Add.
Add Conditional Relationship

a. In the choose field list, select
attribute conditions that the
data values must meet.
b. Select the Parent, Child, and

Relationship Type values.
c. Click Save.
When processing nested data,

a prefix denotes the first level
in the nested hierarchy for
attribute items.
The Relationship Type list menu changes based on the selected

parent and child class:
• If there is a dependent relationship, the list is disabled and the

relationship type is automatically populated.

associated.
• If there is more than one dependent relationship, the list displays

both containment and hosting relationship options and the
containment relationship type is automatically populated.
• If there is no dependent relationship, the list displays Suggested

relationships with the first suggested relationship automatically
selected, followed by the base system relationship types.
• If there is no suggested relationship, the list displays No suggested

relationships followed by the base system relationship types.
4. Click Save to save the current changes or Mark as Complete.
A time stamp appears in the header when you click Save, which
remains for the duration of the Integration Hub ETL session for the ETL
transform map. When you re-enter the session or switch between ETL
maps, the time stamp disappears.
Preview mapping results
Preview the results of the sample data integration.
Before you begin
About this task
Run an integration test and view a summary of the results, for the
sample data (by default, up to 100 records). The summary includes
total numbers for relationships that were created, mapped classes,
partial and incomplete payloads that IRE couldn’t process. You can also
view detailed messages from Robust Transform Engine (RTE) and from
Identification Reconciliation Engine (IRE).
Note: Most IntegrationHub ETL log messages
(from RTE and IRE) are informational. However,
even if the com.glide.import_set.importlog_level and the
glide.importlog.log_to_table system properties are set to not add
INFO log messages, IntegrationHub ETL does render INFO log
messages. For more details about these properties, see Import sets
properties.

associated.
After you view the details in the summary page, you can return to any
step to make adjustments and then rerun the integration.
Procedure
2. In the ETL Transform Map Assistant page, in the Preview Sample

Integration Results and Schedule Import section of the guided setup,
select Test and Rollback Integration Results.
3. On the Test and Rollback Integration Results page, click Run

Integration.
4. View the summary page and click the various tabs to see the
integration run results for the affected CMDB classes. You can click
to open CI forms and view information.
Note: The order of the attribute columns follows the default
columns list for the class in the platform. First, the default columns
for the class appear from left to right, followed by the rest of the
attribute columns organized in alphabetical order. For example,
to see the default columns list for the Computers class, navigate
to All > Configuration > Computers.
5. (Optional) Select any class tab and click Edit Mapping to return to
the Select CMDB Classes to Map Source Data page where you can
review and change mapping settings.
Note: Clicking Edit Mapping rolls back all the changes that were
made to the CMDB as a result of this integration run.
6. (Optional) Click the Relationships tab and review any relationships

that were created. Click Edit Relationships to return to the Add
Relationships page where you can review and change any
relationship configurations.
Note: Clicking Edit Relationships rolls back all the changes that
were made to the CMDB as a result of this integration run.

associated.
7. Click the Error Log, Activity Log, or the Warning Log tabs to see the
respective details logged by IRE and RTE during the integration.
IRE log records are grouped by categories and further organized

by the respective class. For IRE log messages, the Message column
contains only the messages themselves which were extracted
from the raw log message. The Log Message column contains
the complete log message, which includes class and category in
addition to the message itself. RTE logs appear under the Other
category.
Use the Verbose toggle switch to change the viewing mode for the
Message and the Log Message columns:
• Verbose on: Shows fully expanded text of log messages.
• Verbose off: Shows a condensed version of the log messages.

The fully expanded text of the log messages appears when you
point to a message.
8. Click the Incomplete Payloads and Partial Payloads tabs for details
about IRE payloads for the integration run.
9. Select Mark as Complete. The Rollback options dialog box appears

and you can choose either of the following options.
• Retain Data: All the changes to the CMDB resulting from this
integration, are retained.
• Perform Rollback: All the changes to the CMDB resulting from this
integration, are rolled back and the CMDB is restored to its state
before running the integration.
Provide integration schedule
Configure a schedule for importing data to CMDB using this ETL Transform
Map.
Before you begin

associated.
Procedure
2. In the ETL Transform Map Assistant page, in the Preview Sample

Integration Results and Schedule Import section of the guided setup,
select Set Import Schedule.
3. On the Provide Schedule page, click Set Schedules.
4. In the Scheduled Data Imports list view (which opens in a new tab),
click New.
5. Fill out the Scheduled Data Import form and then click Submit.
See Schedule a data import for details about the form fields.
Transform types in IntegrationHub ETL
Use various transforms in IntegrationHub ETL to convert and prepare

source data for mapping to the CMDB.
Transforms from the Integration Commons for CMDB store app, are also
available in IntegrationHub ETL.
Concatenation
Combines the values from input fields into a single string, joining them on
the optional joining_string field.
Details
Table sys_rte_eb_concat_operation

associated.
Details
Additional
joining_string (optional)
Fields
Example
Input “input_1”, “input_2”, “input_3”
Additional
joining_string = ”, ”
Fields
Result “input_1, input_2, input_3”
Convert to Boolean
Converts the incoming value to a boolean. ‘true’ and ‘1’ values convert
to 'true' (case insensitive), and any other values convert to 'false'.
Details
Table sys_rte_eb_to_boolean_operation
Input fields source_sys_rte_eb_field

Examples:
• All of the following inputs return 'true':
• true
• 1
• All of the following inputs return 'false':
• “input_1”
• “”
•0

associated.
• 11
Convert to Date
Attempts to convert the incoming value to a GlideDateTime value by

applying the date_format to the incoming value. Attempts to directly
convert using GlideDateTime if the date_format is incorrect.
Details
Table sys_rte_eb_to_date_operation
Output field
Returns an empty value if unable to parse at all.
Additional
date_format (Java simple date format)
Fields
Example
Input "2018/09/20 11:21:00 a.m. EST”
Additional
date_format = “yyyy/MM/dd hh:mm:ss a z”
Fields
Result “2018-09-20 16:21:00”
Example
Input "2018/09/20 01:21:00 PM EST”
Additional
Fields
Result “2018-09-20 18:21:00”

associated.
Example
Input "09/20/18”
Additional
Fields
Result “0018-09-20 00:00:00”
Convert to Numeric
Converts the incoming value to a number.
Details
Table sys_rte_eb_to_numeric_operation
Output field If the incoming value is non-numeric, then the output is

empty.
Example
Input 1.23
Result 1.23
Example
Input 1.00
Result 1

associated.
Example
Input input_1
Result null
Example
Input two
Result null
Copy
Copies the source field’s value to all of the target fields.
Details
Table sys_rte_eb_copy_operation
Output field target_sys_rte_eb_fields
overwrite_existing_value (optional, boolean): If true, then

Additional
the values of target fields are replaced. Otherwise, any
Fields
non-empty value is not overwritten.
Extract Leading Numeric
Sets the target field to be the first numeric value found in the source field.
Details
Table sys_rte_eb_extract_numeric_operation

associated.
Details
• decimal_places (optional, number): Forces the output

to have a specified number of decimal places.
Additional
Fields • remainder_target_field (optional, reference to a field):
Set to the trimmed remainder of the source field, after
removing the first numeric value.
Example
Input “100 mb”
Result "100”
Example
Input “100.123 mb”
Result “100.123"
Example
Input “100.123 mb”
Additional
decimal_places = 2
Fields
Result “100.12”
Example
Input “100 mb”

associated.
Example
Additional
decimal_places = 2
Fields
Result “100.00”
Example
Input “100 mb”
Additional
remainder_target_field = <field>
Fields
Result “100” and <field> = “mb”
Glide Lookup
Performs a lookup in the database on the target_table.
Details
Table sys_rte_eb_glide_lookup_operation
• target_table
• glide_matching_fields (string): Comma-separated list of

Additional column names in the target table. For each input field
Fields in source_sys_rte_eb_fields, there must be an equal
number of values in glide_matching_fields
• glide_target_fields (string): Comma-separated list of

column names in the target table. For each target

associated.
Details
field in target_sys_rte_eb_fields, there must be an equal
number of values in glide_target_fields.
Example
• Input Field 1: 100 South Charles Street, Baltimore

Input
• Input Field 2: MD
• Target Table: Location (cmn_location)

Additional
• Glide Matching Fields: street,state
Fields
• Glide Target Fields: sys_id
Result Output Field 1: 25ab9c4d0a0a0bb300f7dabdc0ca7c1c
Min/Max
Sets the target field to either the maximum or minimum of the values from
all input fields.
Details
Table sys_rte_eb_min_max_operation
Additional
Fields • data_type (choice list <STRING,NUMERIC,DATE>)

associated.
Details
• min_max (choice list <MIN,MAX>)
Example
Input “2”, “-1”, “0”
• data_type = NUMERIC
Additional
Fields • min_max = MAX
Result “2”
Example
Input “a”, “b”
• data_type = STRING
Additional
Fields • min_max = MAX
Result “b”
Example
Input “2”, “-1”, “0”
Additional • data_type = NUMERIC

Fields
• min_max = MIN
Result “-1”

associated.
Example
Input “a”, “b”
• data_type = STRING
Additional
Fields • min_max = MIN
Result “a”
Multiple Input Script
Runs a script with multiple inputs, setting the target_field == output for
that script.
Each source field is available inside of the ‘batch’ variable as JavScript

fields. The name of the JavaScript field is the field attribute of the entity
field (looking at sys_rte_eb_field.field, not sys_rte_eb_field.name).
Details
Table sys_rte_eb_multi_in_script_operation
• script (script)
Additional • use_unique_input_sets (boolean): When true, only

Fields unique input values are included in the data batch for
IRE processing. Otherwise, all input object’s field values
are included.
Example for using use_unique_input_sets, with a script function that takes

record_type and operating_system as input and returns record_with_os:

associated.
Input data
Record record_type operating_system record_with_os
1 computer Windows XP
2 computer Linux
3 computer Windows XP
If use_unique_inputs_sets is set to true, then the script processes only
two values (computer + Windows XP and computer + Linux). If
use_unique_inputs_sets is set to false, then each of the three values is
individually processed (computer + Windows XP, computer + Linux, and
computer + Windows XP).
Sample script:
(function(batch, output) {
for (var i = 0; i < batch.length; i++) {
// batch[i] is the unique set of
inputs/individual record
// batch[i].<field> gives access t
o the field value
var in0 = gs.nil(batch[i].record_
type) ? '' : batch[i].record_type;
var in1 = gs.nil(batch[i].operati
ng_system) ? '' : batch[i].operating_system;
// output[i] is the output for th
e specific combination of inputs/individual record
output[i] = in0 + "_" + in1;
}
}
})(batch, output);
Sample script:
/* Example Script
// In this example the script input fields a
re 'input_field_1', 'input_field_2' - replace these with th
e fields used as script inputs // There is a static field '
input' that has all the input field values concatenated wi
th a '|' (function(batch, output) {
//step1: access the input variables

associated.
var a = batch[i].input_field_1; //Val

ue of the first source field.
var b = batch[i].input_field_2; //Val
ue of the second source field.
//step2: Your script/code goes here.

var c = a + b;
//step3: set the output for each ele

ments
output[i] = b;
}
})(batch, output);
*/
Rexeg Replace
Replaces each substring of the incoming string that matches the

specified match_regex, with the specified replacement_regex string
value.
Details
Table sys_rte_eb_regex_replace_operation
Additional • match_regex (string, regular expression)

Fields
• replacement_regex (string)
Example
Input “String&With(Special)$Characters”

associated.
Example
Additional • match_regex = “[^0-9a-zA-Z]+”

Fields • replacement_regex = “ ”
Result “String With Special Characters”
Replace
Replaces each substring in the incoming string that matches the

specified match_string, with the replacement_string string value.
Details
Table sys_rte_eb_replace_operation
• match_string (string)
Additional
Fields • replacement_string (string)
Example
Input “Original String”
Additional • match_string = “Original”

Fields
• replacement_string = “Replacement”
Result “Replacement String”

associated.
Round Numeric
Rounds the number value to the nearest whole number. Non-numbers

are truncated.
Details
Table sys_rte_eb_round_numeric_operation
Example
Input “1.5”
Result "2"
Example
Input “1.4”
Result "1"
Example
Input “i’m a string”
Result ""
Script
Runs a script with input, setting the target_field == output for that script.
This transform has been superseded by the Multi Input Script transform
and is included for backwards compatibility with existing configurations.

associated.
Details
Table sys_rte_eb_script_operation
• script (script)
• use_unique_input_sets (boolean): When true, only

Additional unique input values are included in the data batch for
Fields IRE processing. Otherwise, all input object’s field values
are included. For an example and for more details, see
the Multiple Input Script transform.
The source field is included in the ‘batch’ variable as the JavaScript field
‘input’.
// batch[i] is the unique set of
inputs/individual record
// batch[i].input gives access t
o the field value
var in0 = gs.nil(batch[i].input)
? '' : batch[i].input;
// output[i] is the output for th
e specific combination of inputs/individual record
output[i] = in0 + " modified by sc
ript”;
}
}
})(batch, output);
Example:
/* Example Script
//step1: access the input variables
var a = batch[i].input; //Value of the source fie

associated.
ld.
//step2: Your script/code goes here.

var b = a + 1;
//step3: set the output for each elements
output[i] = b;
}
})(batch, output);
*/
Set
Sets the target field’s value to the string specified in set_value.
Details
Table sys_rte_eb_set_operation
• set_value (string)
Additional • overwrite_existing_value (optional, boolean): When
Fields true, the current value of the target field is overwritten.
Otherwise, a non-empty value isn't replaced.
Split
Splits the source field’s value on the splitting_string and assigns each
resulting item from the split to the target_sys_rte_eb_fields, in order.
Details
Table sys_rte_eb_split_operation

associated.
Details
Additional
splitting_string (string)
Fields
Example
“value1||value2||value3”, with target_sys_rte_eb_fields

Input
{target1,target2,target3}
Additional
splitting_string = ”||”
Fields
Result target1 : value1, target2 : value2, target3 : value3
Example
“value1||value2||value3”, with target_sys_rte_eb_fields

Input
{target1}
Additional
Fields
Result target1 : value1
Example
“value1”, with target_sys_rte_eb_fields

Input
{target1,target2,target3}
Additional
Fields
Result target1 : value1, target2 : <null>, target3 : <null>

associated.
Trim
Trims leading and trailing whitespace from the source_sys_rte_eb_field

value and assigns the result to the target_sys_rte_eb_field. This transform is
equivalent to a Java String.trim().
Details
Table sys_rte_eb_trim_operation
Example
Input “ value 1 ”
Result “value 1”
Uppercase
Uppercases the source_sys_rte_eb_field value and assigns the result to

target_sys_rte_eb_field.
Details
Table sys_rte_eb_upper_case_operation
Example
Input “value1”
Result “VALUE1”

associated.
Uppercase Trim
Combines both the Uppercase and the Trim transforms.
Details
Table sys_rte_eb_upper_case_trim_operation
Example
Input “ value1 ”
Result “VALUE1”
Add custom before and after Java scripts for a data source of a CMDB
integration application. Those scripts provide access to the input and
output payloads of IRE. When a CMDB integration invokes Identification
and Reconciliation Engine (IRE), those scripts run before and after IRE
processes the integration payload.
Before you begin
Procedure
2. Click the CMDB Application link for the integration that you want to
add scripts for.

associated.
3. On the CMDB Integration Studio Application form, in the CMDB

Integration Studio Application Data Sources related list, open the
data source record for the CMDB integration.
4. On the CMDB Integration Studio Application Data Source form,

check Execute Before Script or Execute After Script. Review the
Before Script and After Script comments and enter your custom
scripts at the bottom of the script field.
The comments in the script fields provide details for the before
and after scripts. Use those guidelines, explanations such as what
operations are supported, and examples when creating your custom
script.
5. Click Update.
Related concepts
• Identification and Reconciliation engine (IRE)
Use an existing ETL transform map if you need to create a map that is
mostly similar to that existing map. Select an existing map, specify a new
data source for the new duplicate map, and then change or retain other
settings such as data transforms.
Before you begin
The data source for the new duplicated ETL transform map must satisfy
these requirements:
• The schema of the data source must be identical to the schema of the
original ETL transform map. For example, both data sources must have
an identical number of columns and identical column labels.
• The data source must preexist.
• The data source must not be used in any other ETL transform map.
Procedure

associated.
2. Click Duplicate and then fill out the Duplicate ETL Transform Map
form.
Field Description
The ETL transform map to

Duplicate from
duplicate from.
The CMDB application

associated with the ETL transform
map.
CMDB application
You can select Add new, which
adds the CMDB Application and
the Discovery Source fields for
the new CMDB application.
Discovery source associated

with a new CMDB Application.
Discovery Source
Appears if you set CMDB
Application to Add new.
Name of a new CMDB

CMDB Application Name Application. Appears if you set
CMDB Application to Add new.
Name Name of the ETL transform map.
The source feed, unique for this

ETL transform map, where the
Data Source
raw source data is imported
from.
3. Click Create Duplicate.

associated.
Result
Data for the new duplicated ETL transform map is imported, and the
Import Source Data and Provide Basic Details task, is set as complete.
What to do next
Continue with the next steps on the guided setup steps to review the
imported data and complete the integration using the duplicated ETL
transform map.
Service Graph Connectors

Service Graph Connectors are the pre-defined integrations that ingest
data into Configuration Management Database (CMDB) from third-
party sources from different domains like security, server, software or
monitoring, internet of things (IoT), and Cloud.
Important: See Available Service Graph Connectors for a list of

connectors provided by ServiceNow.
Overview
As a purpose-built app, you can use a Service Graph Connector to

maintain the quality and consistency of third-party data in your CMDB.
The following video provides an overview of Service Graph Connectors.
The connectors also make sure that third-party data is mapped to the
right locations in your CMDB as specified by the Common Service Data
Model (CSDM). The CSDM enables ServiceNow products to use the data
and increases reporting accuracy. For more information on CSDM, see
Common Service Data Model.
The Service Graph Connectors manage the configuration data pipeline

in the following steps:
1. Ingest the data by identifying class, attribute, and data sources by

using the identification rules.
2. Standardize the data to comply with your CMDB.

associated.
3. Reconcile the data into a single coherent picture by using the

4. Ingest the data into your CMDB.
The guided setup provided within each connector walks you through the
steps for configuration. You can then track the status and processing
results of all installed integrations using the integrations dashboard,
provided with the Integration Commons for CMDB store app. For more
information, see Integration Commons for CMDB (2.11.1).
Note: The Integration Commons for CMDB store app provides
a dashboard with a central view of the status, processing results,
and processing errors of all installed integrations using Service
Graph Connectors. For more information, see CMDB Integrations
Dashboard.
Key capabilities
Healthy data
Maintains data using the multisource CMDB.
Improved experience
Reduces customization and time to value by speeding up deployment

times with intuitive setup options and guidance available through the
guided setup provided with the Service Graph Connectors.
Reduced risk
Ensures that the Service Graph Connectors are supported and up-to-
date with the certified partners.
Using Service Graph Connectors
You can use Service Graph Connectors for common applications from
By using Service Graph Connectors, you can mandate data governance

and design practices. Some of the examples practices that are
mandated using Service Graph Connectors are:
• Consistently associating data with specific CI types. For instance,

IP addresses are always assigned to network interfaces rather than

associated.
a mix of interfaces and servers. Ensuring that ServiceNow products

know where to find third-party data. For more information, see CMDB
classifications and class dependency.
• Using the Identification and Reconciliation (IRE) engine to identify and

classify data correctly before it’s loaded into the CMDB. Preventing
duplicate CIs and ensuring that attribute values are consistent across
multiple data sources.
For information on the IRE-related rules used in Service Graph

Connectors, see the following topics:
• CMDB Identification and Reconciliation
• Reconciliation rules
• Create an IRE data source rule
• Detecting duplicate CIs
• Using the IntegrationHub ETL functionality so that data is transformed

and loaded in the fastest and most efficient manner. For more
information, see IntegrationHub ETL (3.2).
Available Service Graph Connectors

You can use a Service Graph Connector to import and integrate third-
party data into CMDB classes and properties.
Important: Visit the ServiceNow Store website to view the latest list of
all Service Graph Connectors.
Select an application to learn about the Service Graph Connector

available for ingesting data from the application into your CMDB.

associated.
Public cloud providers
AWS GCP Microsoft Azure
Endpoint or IT asset management applications
Jamf Microsoft Intune Microsoft SCCM
VMware Workspace
Tanium
ONE UEM
Monitoring and observability applications
AppDynamics Datadog Dynatrace
OpenTelemetry New Relic SolarWinds

associated.
Software, server, or network applications
Infoblox
Operational Technology (OT) applications
Microsoft Defender for Operational

Technology (Excel
Claroty CTD
IoT import)
Partner-built connectors
Service Graph Connectors can be build by partners and vendors. For a

list of partner-built connectors, see the ServiceNow Store website.
Service Graph Connector for AWS (2.2.1)

Use the Service Graph Connector for AWS to securely bring in Amazon
Web Services (AWS) data into your ServiceNow instance.
The integration uses AWS native technologies and AWS security best
practices to enable cloud teams to connect the data within their
ServiceNow workflow. For more information about the Service Graph
Connector for AWS, see the Service Graph Connector for AWS -
Introduction article on the ServiceNow Community site.

associated.
Supported versions
Supported ServiceNow versions:
• Tokyo
• Utah
• Vancouver
Use Cases
The following are examples on how you can use the Service Graph
Connector for different ServiceNow applications:
• Visibility into cloud resources, relationships, and state in real time.
• Deep discovery of Applications for ITAM/SAM outcomes.
• Governance and Compliance outcome.
Guided Setup
The guided setup for the Service Graph Connector for AWS provides
an organized sequence of tasks to configure the integration on your
instance. To access the guided setup, see Configure guided setup.
CMDB Integrations Dashboard
installed integrations. You can see metrics for all integration runs. You can
filter the view to a specific CMDB integration, a specific time duration,
or a specific integration run. For more details about monitoring AWS
integrations in the CMDB Integrations Dashboard, see Using the CMDB
Integrations Dashboard.
Data Mapping
Data from the AWS data sources is mapped and transformed into the
ServiceNow CMDB Configuration Item (CI) class definitions using the
Robust Transform Engine (RTE). Data is inserted into the ServiceNow CMDB
using the Identification and Reconciliation Engine (IRE).

associated.
You can use the IntegrationHub ETL app to view the data maps. See
IntegrationHub ETL (3.2) for more information.
Note: If the Use last run datetime field is empty, the connector will
pull in the baseline data. If the field has a data, the connector will
pull in new data.
The following tables lists the data sources included for AWS and the
corresponding staging tables where the imported data is loaded.
Data sources and staging tables for AWS
Data source Staging table
SG-AWS-API-Gateway
SG-AWS-API-Gateway [sn_aws_integ_sg_aws_api_gatew
ay]
SG-AWS-Datacenters
SG-AWS-Datacenters [sn_aws_integ_sg_aws_datacenter
s]
SG-AWS-DynamoDb
SG-AWS-DynamoDb
[sn_aws_integ_sg_aws_dynamodb]
SG-AWS-EC2
SG-AWS-EC2
[sn_aws_integ_sg_aws_ec2]
SG-AWS-EKS-Cluster
SG-AWS-EKS-Cluster
[sn_aws_integ_sg_aws_eks_cluster]
SG-AWS-EKS-Cluster-2
SG-AWS-EKS-Cluster-2 [sn_aws_integ_sg_aws_eks_cluster_
2]
SG-AWS-EKS-FULL
SG-AWS-EKS-FULL
[sn_aws_integ_sg_aws_eks_full]
SG-AWS-ELB-V1
SG-AWS-ELB-V1
[sn_aws_integ_sg_aws_elb_v1]
SG-AWS-ELB-V2
SG-AWS-ELB-V2
[sn_aws_integ_sg_aws_elb_v2]

associated.
SG-AWS-Hardware-Type
SG-AWS-Hardware-Type [sn_aws_integ_sg_aws_hardware_t
ype]
SG-AWS-Image-Id
SG-AWS-Image-Id
[sn_aws_integ_sg_aws_image_id]
SG-AWS-Image
SG-AWS-Image-Private
[sn_aws_integ_sg_aws_image]
SG-AWS-Lambda
SG-AWS-Lambda
[sn_aws_integ_sg_aws_lambda]
SG-AWS-Network-Interface
SG-AWS-Network-Interface [sn_aws_integ_sg_aws_network_int
erface]
SG-AWS-Organization
SG-AWS-Organization [sn_aws_integ_sg_aws_organizatio
n]
SG-AWS-RDS
SG-AWS-RDS
[sn_aws_integ_sg_aws_rds]
SG-AWS-S3
SG-AWS-S3
[sn_aws_integ_sg_aws_s3]
SG-AWS-Security-Group
SG-AWS-Security-Group [sn_aws_integ_sg_aws_security_gro
up]
SG-AWS-Service-Account
SG-AWS-Service-Account [sn_aws_integ_sg_aws_service_acc
ount]
SG-AWS-Software-Inventory
SG-AWS-Software-Inventory [sn_aws_integ_sg_aws_software_in
ventory]

associated.

SG-AWS-Software-Staging
[sn_aws_integ_sg_aws_temp_softw
are_staging]
SG-AWS-Software-Remove
SG-AWS-Software-Remove [sn_aws_integ_sg_aws_software_re
move]
SG-AWS-SSM-SendCommand
SG-AWS-SSM-SendCommand [sn_aws_integ_sg_aws_ssm_sendco
mmand]
SG-AWS-Storage-Volume
SG-AWS-Storage-Volume [sn_aws_integ_sg_aws_storage_vol
ume]
SG-AWS-Subnets
SG-AWS-Subnets
[sn_aws_integ_sg_aws_subnets]
SG-AWS-Tags
SG-AWS-Tags
[sn_aws_integ_sg_aws_tags]
SG-AWS-VM-Hw-Consolidation
SG-AWS-VM-Hw-Consolidation [sn_aws_integ_sg_aws_vm_hw_con
solidation]
SG-AWS-VPC
SG-AWS-VPC
[sn_aws_integ_sg_aws_vpc]
The imported data from staging tables is then inserted into the following
target tables:
• Availability Zone [cmdb_ci_availability_zone]
• AWS Datacenter [cmdb_ci_aws_datacenter]
• Block Endpoint [cmdb_ci_endpoint_block]
• Cloud Database [cmdb_ci_cloud_database]

associated.
• Cloud Function [cmdb_ci_cloud_function]
• Cloud Gateway [cmdb_ci_cloud_gateway]
• Cloud Load Balancer [cmdb_ci_cloud_load_balancer]
• Cloud Mgmt Network Interface [cmdb_ci_nic]
• Cloud Network [cmdb_ci_network]
• Cloud Object Storage [cmdb_ci_cloud_object_storage]
• Cloud Organizations [cmdb_ci_cloud_org]
• Cloud Service Account [cmdb_ci_cloud_service_account]
• Cloud Subnet [cmdb_ci_cloud_subnet]
• Compute Security Group [cmdb_ci_compute_security_group]
• Docker Container [cmdb_ci_docker_container]
• Docker Image [cmdb_ci_docker_image]
• DynamoDB Table [cmdb_ci_dynamodb_table]
• Hardware Type [cmdb_ci_compute_template]
• Image [cmdb_ci_os_template]
• IP Address [cmdb_ci_ip_address]
• Key Value [cmdb_key_value]
• Kubernetes Cluster [cmdb_ci_kubernetes_cluster]
• Kubernetes DaemonSet [cmdb_ci_kubernetes_daemonset]
• Kubernetes Deployment [cmdb_ci_kubernetes_deployment]
• Kubernetes Namespace [cmdb_ci_kubernetes_namespace]
• Kubernetes Node [cmdb_ci_kubernetes_node]
• Kubernetes Pod [cmdb_ci_kubernetes_pod]
• Kubernetes Service [cmdb_ci_kubernetes_service]

associated.
• Kubernetes Volume [cmdb_ci_kubernetes_volume]
• Network Adapter [cmdb_ci_network_adapter]
• Server [cmdb_ci_server]
• Software Installation [cmdb_sam_sw_install] (If SAM is installed.)
• Software Instance [cmdb_software_instance] (If SAM is not installed.)
• Software [cmdb_ci_spkg] (If SAM is not installed.)
• Storage Mapping [cmdb_ci_storage_mapping]
• Storage Volume [cmdb_ci_storage_volume]
• Storage Volume Snapshot [cmdb_ci_storage_vol_snapshot]
• TCP [cmdb_tcp]
• Virtual Machine Instance [cmdb_ci_vm_instance]
• VNIC Endpoint [cmdb_ci_endpoint_vnic]
Note: If the AWS Systems Manager (SSM) service isn't

enabled, the connector populates the server records in the
Server [cmdb_ci_server] class. If the AWS SSM service is enabled,
then based on the platform type obtained through the
SSM service, the server records are populated in either the
Linux Server [cmdb_ci_linux_server] class or the Windows Server
[cmdb_ci_win_server] class. The Server [cmdb_ci_server] class is the
parent class of the Linux Server [cmdb_ci_linux_server] and the
Windows Server [cmdb_ci_win_server] classes.
For more information on where data is saved when pulling data from
AWS, see CMDB classes targeted.
When you run the diagnostic test, the data is loaded in the following
tables:
• SG AWS Diagnostic Details [sn_aws_integ_sg_aws_diagnostic_details]

associated.
• SG-AWS Diagnostic Summary

[sn_aws_integ_sg_aws_diagnostic_summary]
• SG AWS Diagnostic Summary Notes

[sn_aws_integ_sg_aws_diagnostic_summary_notes]
The AWS configuration data for each connection is stored in the SG AWS
Application properties [sn_aws_integ_sg_aws_application_properties]
table.
For more information about how CI information is pulled from AWS, see
the Service Graph Connector for AWS - Functional Spec and CI article on
the ServiceNow Community site.
Additional resources
See the following articles on the ServiceNow Community site for any
additional information on the AWS set up:
• Service Graph Connector for AWS - Introduction
• Service Graph Connector for AWS - Diagnostic Tool & Troubleshooting

Issues
• Service Graph Connector for AWS - Functional Spec and CI
• Cloud Discovery and SG-AWS
Set up the AWS environment and scheduled jobs to pull in AWS data into
the CMDB.
Before you begin
To use this Service Graph Connector, you need a subscription to

a Subscription Unit that is based in the IT Operations Management
(ITOM) Visibility application or in the ITOM Discovery application. As
defined in the section titled "Managed IT Resource Types" in ServiceNow
Subscription Unit Overview, for managed IT resources that are created or
modified in the CMDB by this Service Graph Connector, but that aren’t
yet managed by ITOM Visibility or ITOM Discovery, these resources will
increase Subscription Unit consumption from that application. Review
your current Subscription Unit consumption within ITOM Visibility or ITOM
Discovery to ensure available capacity.

associated.
Dependencies and requirements:
• The Integration Commons for CMDB store app, which is automatically

installed.
• The CMDB CI Class Models store app store app, which is automatically
installed.
• Discovery Core plugin (com.snc.discovery.core), which is automatically

installed by Discovery.
• The ITOM Discovery License plugin (com.snc.itom.discovery.license).

You must activate this plugin.
• ITOM Licensing plugin (com.snc.itom.license). For more information, see

Request Discovery.
Starting with the San Diego release, embedded help content won’t be
visible on the default Polaris theme in the Next Experience. You must
activate the embedded help content by completing the following steps:
1. Select a task section in the guided setup, and then select Configure.
2. In the menu bar, select the help icon ( ).
About this task
For more information on the Service Graph Connector for AWS setup
instructions, see the following articles:
• Service Graph Connector for AWS - Setup Instructions [KB1220597]

article on the Now Support Knowledge Base.
• Service Graph Connector for AWS - Introduction on the ServiceNow

Community site.
• SGC-AWS - Release 2.0 Features on the ServiceNow Community site.
Procedure
1. Ensure that you’ve selected the Service Graph Connector for AWS
application scope by using the application picker.
For more information, see Application picker.

associated.
2. Navigate to All > Service Graph Connector for AWS > Setup.
3. On the Getting started page, select Get Started.
4. Download the scripts.
a. In the Configure the AWS environment section of the Service

Graph Connector for AWS page, select Get Started.
b. For the Download the scripts task, select Configure.
a. When you download all the scripts onto your local machine,
select Close to close the Download the scripts dialog box and
get return to the guided setup.
b. Set the Download the scripts task to complete by selecting Mark

as Complete.
5. Create the required application properties for an AWS credential.
a. For the Add configuration properties for instance task, select

Configure.
b. On the SG AWS Application properties form that opens in a new

tab, fill in the fields.
SG AWS Application properties form
Field Description
Connection Details
Name to identify the AWS

connection record. For
example,
SG_AWS_CredentialAlias_O
rg.
Connection Alias You can add multiple AWS

instances. However, don’t
modify the name for the
default connection alias
SG_AWS_CredentialAlias_O
rg.

associated.
Field Description
Organization Details
Numeric account identifier of

Organization Account
the AWS organization.
Name of the AWS

Organization Name
organization.
Description of the AWS

Organization Description
organization.
ID of a member account in the

Standalone Account ID
AWS organization.
AWS Regions
AWS regions to collect the CI

data.
By default, the Service Graph

Connector for AWS runs
through all the AWS regions to
collect the CI data.
You can enter AWS specific

regions to speed up the
CI data import process.
Regions For example, us-east1, us-
east-2.
If this field is left empty, the

Service Graph Connector for
AWS pulls the resources from
all the AWS regions.
However, for the AWS

GovCloud regions, don’t leave
the Regions field empty. The
supported AWS GovCloud

associated.
Field Description
regions are us-gov-east-1
and us-gov-west-1.
If you update the Regions field

value later, clear the value of
the Last run datetime field in all
the Service Graph Connector
for AWS-related data sources
to import a new set of data.
STS Assume Role Name
AWS Identity and Access

Management (IAM) role name
that is obtained by the
ServiceNow user by calling
the AssumeRole API offered
by the AWS Security Token
Service (STS). The AssumeRole
API returns a set of temporary
security credentials for the
ServiceNow user to access the
AWS resources.
STS Role
Note: Enter the IAM role
name but don’t prefix arn
in the name. If you leave
this field is empty, the
value of this field is
automatically set to
SnowOrganizationAccount
AccessRole, which is the
default IAM role name for
the ServiceNow user.
S3 Account Details
Numeric identifier of the

S3 Account Id
AWS account that hosts

associated.
Field Description
the Amazon Simple Storage
Service (Amazon S3) bucket.
Name of the Amazon S3

S3 Bucket Name bucket that collects the details
from Amazon EC2 instances.
Region where the Amazon S3

S3 Region
bucket resides.
SSM SendCommand Document details
Name of the document that

defines the actions run by the
SSM Send Command Linux
AWS Systems Manager (SSM)
Name
on a Linux-based Amazon EC2
instance.
Name of the document that

SSM Send Command Windows defines the actions run by the
Name AWS SSM on a Windows-based
Amazon EC2 instance.
Management Account ID
Management account in
the AWS organization. The
account calls the ListAccounts
API associated with the
AWS organization to collect
CI information from all
the accounts. For more
information, see ListAccounts
Management Account ID
on the AWS documentation
site.
Enter a value for this field

when the ServiceNow user was
created in an AWS member
account.

associated.
Field Description
AWS Config Aggregator details
AWS account where the

aggregator resource type in
the AWS Config service has
been configured.
Config Aggregator Account
Enter a value in this field when
you’re using an AWS Config
aggregator.
Name of the aggregator

resource type. This field is
Config Aggregator Name available only when you
enter a value in the Config
Aggregator Account field.
Region where the aggregator

resource type resides. This field
Config Aggregator Region is available only when you
enter a value in the Config
Aggregator Account field.
AWS Key Rotation Setup
Option to enable the key

AWS Rotate Keys
rotation process.
Key rotation date. This field

is automatically set to the
next rotation date. This field is
AWS Key Rotation Date
available only when you select
the AWS Rotate Keys check
box.
Key rotation period in days. This

AWS Key Rotation Period (in field is available only when you
Days) select the AWS Rotate Keys
check box.

associated.
Field Description
Status message of a key

rotation displaying whether
the rotation was a success
or a failure. This field is
automatically set to display
the key rotation status
AWS Key Rotation Status
message. This field is available
only when you select the AWS
Rotate Keys check box. If the
rotation status is a failure, an
email notification is triggered, if
configured.
Gov Cloud Setup
Option to indicate that the

Is Gov Cloud connection setup is for the
AWS GovCloud.
c. Select Update and close the tab and return to the guided setup
tab.
d. Set the Add configuration properties for instance task to

complete by selecting Mark as Complete.
6. (Optional) Configure the notification settings to receive email

notifications on the AWS key rotation status.
a. For the Email Notification Setup task, select Configure.
b. On the Notification form that opens in a new tab, fill in the fields.
For more information, see Create an email notification.
c. Select Update and close the tab and return to the guided setup
tab.
d. Set the Email Notification Setup task to complete by selecting

Mark as Complete.
7. Configure the authentication credentials to authenticate requests

sent to the AWS APIs.

associated.
a. Configure your AWS credentials.
a. For the Configure the connection section of the Service

b. For the Configure the credentials task, select Configure.
c. In the Name field, enter a name for the authentication.
SG-AWS-Credentials-Org is the default credential alias

name. You can add multiple AWS instances. However, don’t
modify the default connection alias.
d. Enter the access key ID and the secret access key in the
Access Key ID and Secret Access Key fields respectively.
The AWS access keys are long-term credentials for the IAM
user and include two parts: an access key ID and a secret
access key. You must use both the access key ID and the
secret access key together to authenticate requests.
e. Return to the Configure the connection task page by

selecting the back icon (<).
f. Set the Configure the credentials task to complete by

selecting Mark as Complete.
b. Test the AWS API connection to import data from the AWS
application.
a. For the Test the connection task in the Configure the

connection section, select Configure.
b. Select the Test Load 20 Records related link.
The Test Connection dialog box opens displaying the import

progress.
c. When the progress state changes to Complete, select the

back icon (<) to return to the guided setup.
d. Set the Test the connection task to complete by selecting

Mark as Complete.

associated.
8. Configure the required EC2 resources for Amazon Elastic Kubernetes

Service (EKS) to import EKS cluster data.
An EKS EC2 resource is a bastion host that has network access
to EKS clusters. The EKS clusters aren't directly accessible to the
connector. Therefore, you must provide the EKS EC2 resource details.
For importing EKS cluster data, the connector uses the SSM Send
Command on EKS EC2 resources to run kubectl commands remotely.
Note: Ensure that you’ve configured your AWS environment for
the EKS integration. For more information, see the Service Graph
Connector for AWS - Amazon EKS Integration [KB1437138] article
in the Now Support Knowledge Base.
a. For the Configure the EKS Resource Details section of the Service
b. For the Enter the EKS EC2 Resource Details task, select Configure.
c. On the form that opens in a new tab, fill in the fields.

SG-AWS-EKS-EC2-Resource form
Field Description
Option to activate the EKS EC2

resource.
Active Note: Set to false, if you
are not using the EKS EC2
resource resource.
AWS region where the EKS EC2

EC2 Region
resource is located.
Identifier of the EKS EC2

EKS EC2 Resource Id
resource.
User name assigned to the EKS

EC2 Account
EC2 resource account.
Connection alias associated

Connection Alias
with the AWS environment

associated.
Field Description
setup and configured in step
7.a.
d. Select Submit to return to the guided setup.
e. Repeat steps from 8.b to 8.d to add multiple EKS EC2 resources.
All the EKS EC2 resources are added to the SG-AWS-EKS-Master
[sn_aws_integ_sg_aws_eks_master] table.
f. Set the Enter the EKS EC2 Resource Details task to complete by
9. Run the AWS diagnostic tool before running a scheduled import job
to identify any issues in the AWS environment setup.
a. For the Service Graph AWS Diagnostic Tool section of the Service
b. For the AWS Setup Diagnostic Tool task, select Configure.
c. Select the organization ID from the text field.
d. Select Run Diagnostic Test.

associated.
Tip: Select one of the following options to exclude the

corresponding test results from the diagnostic summary:
Skip SSM setup tests
Excludes the software inventory data from the summary

results by not calling the GetInventory API. Select this option
when you’ve opted out or not set up the configuration for
SSM.
Skip SSM Deep Discovery tests
Excludes the deep discovery data from the summary results.

Select this option when you’ve opted out or not set up the
configuration for SSM deep discovery.
Skip EKS setup tests
Excludes the EKS data from the summary results by not

running the kubectl commands. Select this option when
you’ve opted out or not set up the EKS integration.
e. (Optional) View only EKS cluster test results by selecting View EKS
Test Details.
f. (Optional) Preview any previous diagnostic tool results by

selecting Load DT Results, selecting a diagnostic ID, and then
selecting Load Results.
g. When you finish reviewing the diagnostic summary results, select

the back button of your browser to return to the guided setup.
h. Set the AWS Setup Diagnostic Tool task to complete by selecting

Mark as Complete.
10. Configure the scheduled jobs to import data from the AWS
application.
a. In the Configure the scheduled import jobs section of the Service

Graph Connector for AWS page, select Get started.
b. For the Configure the scheduled job task, select Configure.
c. Select the scheduled job that you want to activate.

associated.
d. On the Scheduled Data Import form, verify the field values for the
scheduled job.
For more information, see Schedule a data import.
e. Select Execute Now.
f. Repeat the steps 10.c to 10.e for each scheduled job for data
import.
g. Select the back icon (<) to return to the guided setup page.
h. Set the Configure the scheduled job task to complete by

selecting Mark as Complete in the guided setup.
11. (Optional) Add multiple AWS instances.
a. In the Add Multiple Instances section of the Service Graph

Connector for AWS page, select Get Started.
b. Create a credential alias for the new AWS connection in the

Service Graph Connector for AWS.
a. For the Create new Connection & Credentials Alias Record

task, select Configure.
b. On the Connection & Credential Aliases form that opens in a

new tab, fill in the connection details.
c. Select Submit and close the tab and return to the guided
setup tab.
d. Set the Create new Connection & Credentials Alias Record

task to complete by selecting Mark as Complete.
c. Create credentials for the new AWS credential alias.
a. For the Create new AWS Credentials task, select Configure.
b. On the AWS Credentials form that opens in a new tab, fill in

the credential name, access key, and secret key details.
c. In the Credential alias field, select the unlock credential alias
icon ( ) to select the credential alias you created in step

11.b.

associated.
d. Set the Create new AWS Credentials task to complete by

d. Create application properties for the new AWS connection by

selecting Configure for the Configure AWS environment for the
new Instance task.
For more information, follow the step 5 discussed earlier for
configuring the application properties of the AWS connection
available by default.
e. Create data sources for the new AWS connection.
a. Ensure that you have edit permissions for the Datasource

[sys_data_source] table.
b. For the Update Data Source Access task, select Configure.
c. To edit the record, select the Global application scope from

the application picker.
d. In the Application Access related list of the Data Source form

that opens in a new tab, select the Can create, Can update,
and Can delete check boxes.
e. Select Update.
f. Select the back icon (<) to return to the guided setup page
tab.
g. From the application picker, select the Service Graph

Connector for AWS application scope.
h. Set the Update Data Source Access task to complete by

f. Create a scheduled import job for the new AWS connection.
a. Ensure that you have edit permissions for the Scheduled data
import [scheduled_import_set] table.
b. For the Update Scheduled Data Import Access task, select

Configure.


associated.
d. In the Application Access related list of the Scheduled Data

Import form that opens in a new tab, select the Can create,
Can update, and Can delete check boxes.
e. Select Update.
f. Select the back icon (<) to return to the guided setup page
tab.

h. Set the Update Scheduled Data Import Access task to

g. Clear the cache on the Data Source [sys_data_source] and

Scheduled Data Imports [scheduled_import_set] tables.
a. For the Clear Cache for Data Source and Scheduled Data
Imports tables task, select Configure.
b. To edit the record, select the Global application scope from

c. In the Run script field, enter the following code:

GlideTableManager.invalidateTable("sys_data_sou
rce");
GlideCacheManager.flushTable("sys_data_source");
GlideTableManager.invalidateTable("scheduled_im
port_set");
GlideCacheManager.flushTable("scheduled_import_se
t");
GlideTableManager.invalidateTable("sys_db_objec
t");
GlideCacheManager.flushTable("sys_db_object");
d. Select Run script.
e. Select the back icon (<) to return to the guided setup page
tab.
f. From the application picker, select the Service Graph


associated.
g. Set the Clear Cache for Data Source and Scheduled

Data Imports tables task to complete by selecting Mark as
Complete.
h. Create new data sources and scheduled imports.
a. For the Create New Data Sources and Scheduled Imports

task, select Configure.
b. On the form that opens in a new tab, fill in the fields.

SG-AWS Create Data Source and Scheduled Import
form
Field Description
Identifier that is used in

all the data sources and
scheduled import names for
this AWS connection. In a
Data source and Scheduled
multi-instance deployment,
Import name prefix
the prefix should be a short,
meaningful identifier that
enables you to identify a set
of related data sources.
Connection and Credentials Connection alias that was

Alias created in step 11.b.
Run Scheduled Imports as User who will run the

User scheduled data import.
c. Select Submit.
d. Close the tab for the SG-AWS Create Data Source and
Scheduled Import form and return to the guided setup page
tab.
e. Set the Create New Data Sources and Scheduled Imports

task to complete by selecting Mark as Complete.
i. Configure the scheduled imports for the new AWS instance.
a. For the Configure the Scheduled Imports task, select

Configure.

associated.
b. In the Scheduled Data Imports list that opens in a new tab,

select the organization of the AWS instance that you want to
configure.
d. On the Scheduled Data Import form, modify the field values

for the scheduled job.
f. Repeat the steps 11.i.iii to 11.i.v for each scheduled job for
data import.
g. Close the tab for the Scheduled Data Imports list and return
to the guided setup page tab.
h. Set the Configure the Scheduled Imports task to complete by

When you complete the guided setup, you can configure the integration
to periodically pull data from AWS. The data is saved in tables that
extend from the Configuration item [cmdb_ci] table.
Availability Zone [cmdb_ci_availability_zone]

The following attributes in the Availability Zone
[cmdb_ci_availability_zone] table are populated by collected data:
Attribute label Attribute name
Name name
Object ID object_id
Relationships created for Availability Zone
Parent class Relationship type Child class
Availability Zone Cloud Subnet

Contains::Contained
[cmdb_ci_availability_ [cmdb_ci_cloud_subn
by
zone] et]

associated.
Availability Zone Cloud Load Balancer

Contains::Contained
[cmdb_ci_availability_ [cmdb_ci_cloud_load
by
zone] _balancer]
Block Endpoint [cmdb_ci_endpoint_block]

The following attributes in the Block Endpoint [cmdb_ci_endpoint_block]
table are populated by collected data:
Host host
Name name
Object ID object_id
Cloud DataBase [cmdb_ci_cloud_database]

The following attributes in the Cloud DataBase
[cmdb_ci_cloud_database] table are populated by collected data:
Name name
Object ID object_id
TCP port(s) tcp_port
Fully qualified domain name fqdn
Install Status install_status
Type type
Version version

associated.
Relationships created for Cloud DataBase
Cloud DataBase AWS Datacenter

[cmdb_ci_cloud_data Hosted on::Hosts [cmdb_ci_aws_datac
base] enter]
Cloud DataBase
Key Value
[cmdb_ci_cloud_data Reference
[cmdb_key_value]
base]
Cloud Function [cmdb_ci_cloud_function]

The following attributes in the Cloud Function [cmdb_ci_cloud_function]
Name name
Object ID object_id
Code Size code_size
CodeSha256 codesha256
Function Last Modified function_last_modified
Language language
Version version
Relationships created for Cloud Function
Cloud Function AWS Datacenter

[cmdb_ci_cloud_funct Hosted on::Hosts [cmdb_ci_aws_datac
ion] enter]

associated.
Cloud Function
Key Value
[cmdb_ci_cloud_funct Reference
[cmdb_key_value]
ion]
Cloud Gateway [cmdb_ci_cloud_gateway]

The following attributes in the Cloud Gateway
[cmdb_ci_cloud_gateway] table are populated by collected data:
Name name
Object ID object_id
Relationships created for Cloud Gateway
Cloud Gateway AWS Datacenter

[cmdb_ci_cloud_gate Hosted on::Hosts [cmdb_ci_aws_datac
way] enter]
Cloud Gateway
Key Value
[cmdb_ci_cloud_gate Reference
[cmdb_key_value]
way]
Cloud Load Balancer [cmdb_ci_cloud_load_balancer]

The following attributes in the Cloud Load Balancer
[cmdb_ci_cloud_load_balancer] table are populated by collected data:
Name name

associated.
Object ID object_id
Relationships created for Cloud Load Balancer
Compute Security
Cloud Load Balancer
Contains::Contained Group
[cmdb_ci_cloud_load
by [cmdb_ci_compute_s
_balancer]
ecurity_group]
Cloud Load Balancer AWS Datacenter

[cmdb_ci_cloud_load Hosted on::Hosts [cmdb_ci_aws_datac
_balancer] enter]
Cloud Load Balancer

Key Value
[cmdb_ci_cloud_load Reference
[cmdb_key_value]
_balancer]
Cloud Mgmt Network Interface [cmdb_ci_nic]

The following attributes in the Cloud Mgmt Network Interface
[cmdb_ci_nic] table are populated by collected data:
Name name
Object ID object_id
Public IP public_ip
Private DNS private_dns
Private IP private_ip
Public DNS public_dns

associated.
State state
Relationships created for Cloud Mgmt Network Interface
Cloud Mgmt AWS Datacenter

Network Interface Hosted on::Hosts [cmdb_ci_aws_datac
[cmdb_ci_nic] enter]
Cloud Mgmt VNIC Endpoint

Use End Point To::Use
Network Interface [cmdb_ci_endpoint_v
End Point From
[cmdb_ci_nic] nic]
Cloud Mgmt
Key Value
Network Interface Reference
[cmdb_key_value]
[cmdb_ci_nic]
Cloud Network [cmdb_ci_network]

The following attributes in the Cloud Network [cmdb_ci_network] table
are populated by collected data:
Name name
Object ID object_id
Relationships created for Cloud Network
AWS Datacenter
Cloud Network
Hosted on::Hosts [cmdb_ci_aws_datac
[cmdb_ci_network]
enter]

associated.
Cloud Subnet
Cloud Network Contains::Contained
[cmdb_ci_cloud_subn
[cmdb_ci_network] by
et]
Compute Security
Cloud Network Contains::Contained Group
[cmdb_ci_network] by [cmdb_ci_compute_s
ecurity_group]
Cloud Network Key Value

Reference
[cmdb_ci_network] [cmdb_key_value]
Cloud Object Storage [cmdb_ci_cloud_object_storage]

The following attributes in the Cloud Object Storage
[cmdb_ci_cloud_object_storage] table are populated by collected
data:
Name name
Object ID object_id
Cloud Provider cloud_provider
Service Name service_name
Relationships created for Cloud Object Storage
Cloud Object Storage AWS Datacenter

[cmdb_ci_cloud_obje Hosted on::Hosts [cmdb_ci_aws_datac
ct_storage] enter]

associated.
Cloud Object Storage

Key Value
[cmdb_ci_cloud_obje Reference
[cmdb_key_value]
ct_storage]
Cloud Organizations [cmdb_ci_cloud_org]

The following attributes in the Cloud Organizations [cmdb_ci_cloud_org]
Object ID object_id
Name name
Relationship created for Cloud Organizations
Cloud Service
Cloud Organizations Contains::Contained Account
[cmdb_ci_cloud_org] by [cmdb_ci_cloud_servi
ce_account]
Cloud Service Account [cmdb_ci_cloud_service_account]

The following attributes in the Cloud Service Account
[cmdb_ci_cloud_service_account] table are populated by collected
data:
Is master account is_master_account
Parent account parent_account
Account Id account_id
Name name

associated.
Object ID object_id
Datacenter Type datacenter_type
Relationships created for Cloud Service Account
Cloud Service Cloud Service

Account Account
Reference
[cmdb_ci_cloud_servi [cmdb_ci_cloud_servi
ce_account] ce_account]
Cloud Service
Account Key Value
Reference
[cmdb_ci_cloud_servi [cmdb_key_value]
ce_account]
Cloud Subnet [cmdb_ci_cloud_subnet]

The following attributes in the Cloud Subnet [cmdb_ci_cloud_subnet]
Name name
Object ID object_id
Available IP Count available_ip_count
CIDR cidr

associated.
Relationships created for Cloud Subnet
Cloud Subnet Cloud Load Balancer

Contains::Contained
[cmdb_ci_cloud_subn [cmdb_ci_cloud_load
by
et] _balancer]
Cloud Subnet Cloud Mgmt

Contains::Contained
[cmdb_ci_cloud_subn Network Interface
by
et] [cmdb_ci_nic]
Cloud Subnet
Key Value
[cmdb_ci_cloud_subn Reference
[cmdb_key_value]
et]
Compute Security Group [cmdb_ci_compute_security_group]

The following attributes in the Compute Security Group
[cmdb_ci_compute_security_group] table are populated by collected
data:
Name name
Object ID object_id
Relationships created for Compute Security Group Table
Compute Security
AWS Datacenter
Group
[cmdb_ci_compute_s
enter]
ecurity_group]
Compute Security Key Value

Reference
Group [cmdb_key_value]

associated.

[cmdb_ci_compute_s
ecurity_group]
Docker Container [cmdb_ci_docker_container]

The following attributes in the Docker Container
[cmdb_ci_docker_container] table are populated by collected data:
Container id container_id
Name name
Status status
Docker Image [cmdb_ci_docker_image]

The following attributes in the Docker Image [cmdb_ci_docker_image]
Image id image_id
Name name
DynamoDB [cmdb_ci_dynamodb_table]
The following attributes in the DynamoDB [cmdb_ci_dynamodb_table]
Name name
Object ID object_id

associated.
Read Units read_units
Write Units write_units
Relationships created for DynamoDB Table
DynamoDB AWS Datacenter

[cmdb_ci_dynamodb_ Hosted on::Hosts [cmdb_ci_aws_datac
table] enter]
DynamoDB
Key Value
[cmdb_ci_dynamodb_ Reference
[cmdb_key_value]
table]
Hardware Type [cmdb_ci_compute_template]

The following attributes in the Hardware Type
[cmdb_ci_compute_template] table are populated by collected data:
Name name
Object ID object_id
Cores cores
Local Storage GB local_storage_gb
Memory MB memory_mb
vCPUs vcpus

associated.
Relationship created for Hardware Type
Hardware Type AWS Datacenter

[cmdb_ci_compute_t Hosted on::Hosts [cmdb_ci_aws_datac
emplate] enter]
Image [cmdb_ci_os_template]
The following attributes in the Image [cmdb_ci_os_template] table are
populated by collected data:
Name name
Object ID object_id
Description short_description
Environment environment
Guest OS guest_os
Image Source image_source
Image Type image_type
Root Device Type root_device_type
Relationships created for Image
Image AWS Datacenter

[cmdb_ci_os_templat Hosted on::Hosts [cmdb_ci_aws_datac
e] enter]
Image
[cmdb_ci_os_templat Reference Key Value
e]

associated.
IP Address [cmdb_ci_ip_address]
The following attributes in the IP Address [cmdb_ci_ip_address] table are
Nic nic
IP Address ip_address
Relationship created for IP Address
Network Adapter
IP Address
Reference [cmdb_ci_network_ad
[cmdb_ci_ip_address]
apter]
Key Value [cmdb_key_value]

The following attributes in the Key Value [cmdb_key_value] table are
Key key
Value Value
Kubernetes Cluster [cmdb_ci_kubernetes_cluster]

The following attributes in the Kubernetes Cluster
[cmdb_ci_kubernetes_cluster] table are populated by collected data:
Name name
Port port
Install status install_status

associated.
Relationships created for Kubernetes Cluster
Kubernetes Cluster Kubernetes Pod

Contains::Contained
[cmdb_ci_kubernetes_ [cmdb_ci_kubernetes_
by
cluster] pod]
Kubernetes Cluster Kubernetes Node

[cmdb_ci_kubernetes_ Cluster of::Cluster [cmdb_ci_kubernetes_
cluster] node]
Kubernetes Cluster
Managed Server
[cmdb_ci_kubernetes_
by::Manages [cmdb_ci_server]
cluster]
Kubernetes Cluster AWS Datacenter

[cmdb_ci_kubernetes_ Hosted on::Hosts [cmdb_ci_aws_datac
cluster] enter]
Kubernetes
Kubernetes Cluster
Contains::Contained Namespace
by [cmdb_ci_kubernetes_
cluster]
namespace]
Kubernetes Cluster Kubernetes Service

Contains::Contained
by
cluster] service]
Kubernetes Cluster
Key Value
[cmdb_ci_kubernetes_ Reference
[cmdb_key_value]
cluster]
Kubernetes DaemonSet [cmdb_ci_kubernetes_daemonset]

The following attributes in the Kubernetes DaemonSet
[cmdb_ci_kubernetes_daemonset] table are populated by collected
data:
Kubernetes UID k8s_uid

associated.
Name name
Namespace namespace
SelfLink self_link
Relationship created for Kubernetes DaemonSet
Kubernetes
Kubernetes Cluster
DaemonSet
Hosted on::Hosts [cmdb_ci_kubernetes_
cluster]
daemonset]
Kubernetes Deployment [cmdb_ci_kubernetes_deployment]

The following attributes in the Kubernetes Deployment
[cmdb_ci_kubernetes_deployment] table are populated by collected
data:
Name name
Namespace namespace
Available Replicas available_replicas
SelfLink self_link
Relationship created for Kubernetes Deployment
Kubernetes Cluster
Kubernetes
Deployment
cluster]

associated.

deployment]
Kubernetes Namespace [cmdb_ci_kubernetes_namespace]

The following attributes in the Kubernetes Namespace
[cmdb_ci_kubernetes_namespace] table are populated by collected
data:
Namespace namespace
Kubernetes Node [cmdb_ci_kubernetes_node]

The following attributes in the Kubernetes Node
[cmdb_ci_kubernetes_node] table are populated by collected data:
Name name
Kubernetes Pod [cmdb_ci_kubernetes_pod]

The following attributes in the Kubernetes Pod
[cmdb_ci_kubernetes_pod] table are populated by collected data:
Name name
Namespace namespace
Resource version resource_version

associated.
Relationship created for Kubernetes Pod
Kubernetes Pod Docker Container

Contains::Contained
[cmdb_ci_kubernetes_ [cmdb_ci_docker_con
by
pod] tainer]
Kubernetes Pod Kubernetes Volume

Contains::Contained
by
pod] volume]
Kubernetes Pod Docker Image

Contains::Contained
[cmdb_ci_kubernetes_ [cmdb_ci_docker_ima
by
pod] ge]
Kubernetes Service [cmdb_ci_kubernetes_service]

The following attributes in the Kubernetes Service
[cmdb_ci_kubernetes_service] table are populated by collected data:
Name name
Namespace namespace
Kubernetes Volume [cmdb_ci_kubernetes_volume]

The following attributes in the Kubernetes Volume
[cmdb_ci_kubernetes_volume] table are populated by collected data:
Mount Path mount_path

associated.
Name name
Namespace namespace
Volume ID volume_id
AWS Datacenter [cmdb_ci_aws_datacenter]

The following attributes in the AWS Datacenter
[cmdb_ci_aws_datacenter] table are populated by collected data:
Name name
Object ID object_id
Region region
Relationships created for AWS Datacenter
AWS Datacenter Availability Zone

Contains::Contained
[cmdb_ci_aws_datac [cmdb_ci_availablity_z
by
enter] one]
Cloud Service
AWS Datacenter
Account
[cmdb_ci_aws_datac Hosted on::Hosts
[cmdb_ci_cloud_servi
enter]
ce_account]
Network Adapter [cmdb_ci_network_adapter]

The following attributes in the Network Adapter
[cmdb_ci_network_adapter] table are populated by collected data:

associated.
MAC Address mac_address
Configuration Item cmdb_ci
Name name
Relationship created for Network Adapter
Server
[cmdb_ci_server],
Network Adapter
Linux Server
[cmdb_ci_network_ad Reference
[cmdb_ci_linux_server]
apter]
, or Windows Server
[cmdb_ci_win_server]
Server [cmdb_ci_server]
The following attributes in the Server [cmdb_ci_server] table are
Name name
Class sys_class_name
CPU core count cpu_core_count
CPU core thread cpu_core_thread
CPU count cpu_count
CPU name cpu_name
CPU speed (MHz) cpu_speed

associated.
Disk Space (GB) disk_space
DNS Domain dns_domain
Is Virtual virtual
Operating System os
Operational status operational_status
OS Version os_version
RAM (MB) ram
Note: If the AWS Systems Manager (SSM) service isn't

enabled, the connector populates the server records in the
Server [cmdb_ci_server] class. If the AWS SSM service is enabled,
then based on the platform type obtained through the
SSM service, the server records are populated in either the
Linux Server [cmdb_ci_linux_server] class or the Windows Server
[cmdb_ci_win_server] class. The Server [cmdb_ci_server] class is the
parent class of the Linux Server [cmdb_ci_linux_server] and the
Windows Server [cmdb_ci_win_server] classes.
Relationships created for Server
Virtual Machine
Server Virtualized Instance
[cmdb_ci_server] by::Virtualizes [cmdb_ci_vm_instanc
e]
Server IP Address
Owns::Owned by
[cmdb_ci_server] [cmdb_ci_ip_address]

associated.
Network Adapter
Server
Owns::Owned by [cmdb_ci_network_ad
[cmdb_ci_server]
apter]
Server Software Installation

Reference
[cmdb_ci_server] [cmdb_sam_sw_install]
Server Key Value

Reference
[cmdb_ci_server] [cmdb_key_value]
Software [cmdb_ci_spkg]
The following attributes in the Software [cmdb_ci_spkg] table are
populated by collected datawhen the Software Asset Management
(SAM) application isn't installed:
Key key
Discovery source discovery_source
Name name
Version version
Manufacturer manufacturer
Relationship created for Software
Software Instance
Software
Reference [cmdb_software_insta
[cmdb_ci_spkg]
nce]

associated.
Software Installation [cmdb_sam_sw_install]

The following attributes in the Software Installation [cmdb_sam_sw_install]
table are populated by collected datawhen the SAM application is
installed:
Display name display_name
Publisher publisher
Version version
Software Instance [cmdb_software_instance

The following attributes in the Software Instance
[cmdb_software_instance] table are populated by collected datawhen
the SAM application isn't installed:
Name name
Installed on installed_on
Install date install_date
Relationship created for Software Instance
Software Instance
Server
[cmdb_software_insta Reference
[cmdb_ci_server]
nce]
Storage Mapping [cmdb_ci_storage_mapping]

The following attributes in the Storage Mapping
[cmdb_ci_storage_mapping] table are populated by collected data:

associated.
Name name
Object ID object_id
Mount Point mount_point
Relationship created for Storage Mapping
Storage Mapping Block Endpoint

Use End Point To::Use
[cmdb_ci_storage_ma [cmdb_ci_endpoint_bl
End Point From
pping] ock]
Storage Volume [cmdb_ci_storage_volume]

The following attributes in the Storage Volume
[cmdb_ci_storage_volume] table are populated by collected data:
Object ID object_id
Volume ID volume_id
Name name
Size size
Size bytes size_bytes
State state
Storage Type storage_type

associated.
Relationships created for Storage Volume
Storage Volume AWS Datacenter

[cmdb_ci_storage_vol Hosted on::Hosts [cmdb_ci_aws_datac
ume] enter]
Storage Volume
Key Value
[cmdb_ci_storage_vol Reference
[cmdb_key_value]
ume]
Storage Volume Snapshot [cmdb_ci_storage_vol_snapshot]

The following attributes in the Storage Volume Snapshot
[cmdb_ci_storage_vol_snapshot] table are populated by collected data:
Name name
Object ID object_id
Relationship created for Storage Volume Snapshot
Storage Volume
AWS Datacenter
Snapshot
[cmdb_ci_storage_vol
enter]
_snapshot
Virtual Machine Instance [cmdb_ci_vm_instance]

The following attributes in the Virtual Machine Instance
[cmdb_ci_vm_instance] table are populated by collected data:
Name name

associated.
Object ID object_id
CPUs cpus
Disks disks
Disks size (GB) disks_size
Memory (MB) memory
Monitor monitor
Network adapters nics
Placement Group ID placement_group_id
State state
VM Instance ID vm_inst_id
Relationships created for Virtual Machine Instance
Virtual Machine
AWS Datacenter
Instance
[cmdb_ci_vm_instanc
enter]
e]
Virtual Machine
Storage Mapping
Instance Contains::Contained
[cmdb_ci_storage_ma
[cmdb_ci_vm_instanc by
pping]
e]

associated.
Virtual Machine
Image
Instance Provisioned
[cmdb_ci_os_templat
[cmdb_ci_vm_instanc From::Provisioned
e]
e]
Virtual Machine
Hardware Type
[cmdb_ci_compute_t
emplate]
e]
Virtual Machine
Instance Key Value
Reference
[cmdb_ci_vm_instanc [cmdb_key_value]
e]
Virtual Machine
Storage Volume
Instance Use End Point To::Use
[cmdb_ci_vm_instanc End Point From
ume]
e]
Virtual Machine
Cloud Mgmt
Network Interface
[cmdb_ci_nic]
e]
VNIC Endpoint [cmdb_ci_endpoint_vnic]

The following attributes in the VNIC Endpoint [cmdb_ci_endpoint_vnic]
Host host
Name name
Object ID object_id

associated.
Service Graph Connector for Microsoft Azure (1.4.0)

Use the Service Graph Connector for Microsoft Azure to pull data from
Microsoft Azure into your CMDB.
Supported versions
• San Diego
• Tokyo
• Utah
Use cases
Connector:
• Visibility into cloud resources, relationships, and state in near real-time.
• Service ITAM/SAM outcomes through deep discovery of applications.
Guided setup
The guided setup for the Service Graph Connector for Microsoft Azure
provides an organized sequence of tasks to configure the integration on
your instance. To access the guided setup, see Configure guided setup.
CMDB integrations dashboard
or a specific integration run. For more details about monitoring Microsoft

associated.
Azure integrations in the CMDB Integrations Dashboard, see Using the

CMDB Integrations Dashboard.
Data mapping
Data from the Azure data sources is mapped and transformed into
the ServiceNow CMDB Configuration Item (CI) class definitions using the
Robust Transform Engine (RTE). Data is inserted into the ServiceNow®
CMDB using the Identification and Reconciliation Engine (IRE).
The Azure data sources include the following:
• SG-Azure Availability Zone
• SG-Azure Datacenters
• SG-Azure Hardware Template
• SG-Azure Load Balancers
• SG-Azure Network
• SG-Azure Network Interface
• SG-Azure Public IP Address
• SG-Azure Resource Group
• SG-Azure Security Group
• SG-Azure Server Config Data
• SG-Azure Software
• SG-Azure Storage Accounts
• SG-Azure Storage Volume
• SG-Azure Subscriptions
• SG-Azure Virtual Machines
• SG-Azure SQL

associated.
to periodically pull data from Azure. The data is loaded into staging
tables and then inserted into the following target tables:
• Azure Datacenter [cmdb_ci_azure_datacenter]
• Cloud LB Public IP Address [cmdb_ci_cloud_lb_ipaddress]
• Cloud Mgmt Network Interfaces [cmdb_ci_nic]
• Cloud Public IP Address [cmdb_ci_cloud_public_ipaddress]
• Cloud Storage Account [cmdb_ci_cloud_storage_account]
• Compute Security Groups [cmdb_ci_compute_security_group]
• Linux Server [cmdb_ci_linux_server]
• Resource Group [cmdb_ci_resource_group]
• Servers [cmdb_ci_server]
• Software [cmdb_ci_spkg]
• Software Installation [cmdb_sam_sw_install]
• Software Instance [cmdb_software_instance]
• Virtual Server [cmdb_ci_vm_instance]

associated.
• Windows Server [cmdb_ci_win_server]
Azure, see CMDB classes targeted.
Set up data sources and scheduled import jobs to pull in data from Azure
into your CMDB.
Before you begin

installed.
installed.

• The Datastream Action plugin

(com.glide.hub.action_type.datastream), which is automatically
installed.


Request Discovery.
Starting with the San Diego release, embedded help content will not
be visible on the default Polaris theme in the Next Experience. You must
1. Select a task section in the guided setup, and then click Configure.
2. In the menu bar, click the help icon ( ).

associated.
About this task
The connector uses the Azure Management APIs for the complete pull
of data from Azure. However, to pull delta changes from Azure, the
Azure Resource Graph APIs are used. The domain name system (DNS)
is Microsoft Azure Management, but the path is a resource graph.
For more information on the Azure setup instructions, see the Service
Graph Connector for Azure - Overview article on the ServiceNow
Community site.
Procedure
1. Navigate to Service Graph Connectors > Azure > Setup.
3. Create data sources and scheduled imports for the new connection.
a. On the Service Graph Connector for Microsoft Azure page, in the

Update Data Sources and Scheduled Imports Access, select the
task Update Scheduled Data Import Access.
b. On the next page, in the Update Scheduled Data Import Access

section, select Configure and do the following:
a. To edit the record, select Global from the Scope menu.
b. Under the Application Access tab, select the Can create,

c. Save the record.
d. From the Scope menu, select Service Graph Connector for

Microsoft Azure.
e. In the Help task bar, click Mark as Complete.
f. Repeat these steps in the Update Data Source Access

section with the Data Source table.
c. Clear the cache for the new connection.
a. In the Clear Cache for Datasource and Import set section,

select Configure.

associated.
b. Switch to Global in the Scope menu.
c. Enter the following script.

rce");
GlideCacheManager.flushTable("sys_data_sou
rce");
GlideTableManager.invalidateTable("schedu
led_import_set");
GlideCacheManager.flushTable("scheduled_imp
ort_set");
GlideTableManager.invalidateTable("sys_db
_object");
GlideCacheManager.flushTable("sys_db_object
");
d. Select Run script.
e. From the Scope menu, select Service Graph Connector for

Microsoft Azure.
f. Click Mark as Complete.
4. Create a connection to import hardware configuration items (CIs)

from the Azure client application.
Note: Ensure that you have the User.Read permission on the
Microsoft Graph API for the hardware import.
a. Obtain the OAuth credentials from your Azure administrator.

Make a note of the following details:
• Application (client) ID
• Client Secret
• Directory (tenant) ID
• Connection URL

associated.
Note: After getting the OAuth credentials, in the guided

setup for Service Graph Connector for Microsoft Azure, go
to the Create connection for the hardware import section
of the Service Graph Connector for Microsoft Azure page
and set the Get the OAuth credentials task to complete by
clicking Mark as Complete.
b. Configure your Azure hardware connection and credentials.
a. In the Create connection for the hardware import section

of the Service Graph Connector for Microsoft Azure page,
select Continue.
b. For the Create or Edit connection task, select Configure.
c. On the Connections page of the Flow Designer,

select Configure for the SG-Azure Hardware Connection
connection that is available by default for the hardware
import.
You can create multiple connections by clicking Add

Connection.
d. On the form, review and modify the fields.

Configure Connection form
Field Description
Connection Information
Name to uniquely identify

the hardware connection
Connection Name record. For example,
SG-Azure Hardware
Connection.
Base URL to connect to your

Connection URL
Azure client application.

associated.
Field Description
Note: This field is

automatically set to the
URL to connect to the
application. Leave the
field value as is.
Credential Information
Application (client) ID of
OAuth Client ID your Azure client application
as described in step 4.a.
Client Secret of your

OAuth Client Secret Azure client application as
described in step 4.a.
Token URL of your Azure

client application.
Based on the region of your
Azure client application,
enter the token URL in one of
the following formats:
• Global
https://login.micro
softonline.com/<ten
antid>/oauth2/v2.0/
OAuth Token URL token
• US Government
https://login.micro
softonline.us/<tena
ntid>/oauth2/v2.0/t
oken
• China
https://login.partn
er.microsoftonline.

associated.
Field Description
cn/<tenantid>/oauth
2/v2.0/token
• Germany
https://login.micro
softonline.de/<tena
ntid>/oauth2/v2.0/t
oken
Where <tenantid> is the
tenant ID of your Azure client
application as described in
step 4.a.
e. Select Configure and Get OAuth Token.
f. When the OAuth token flow is successfully completed, return

to the Create connection for the hardware import task page
using the back button for your browser.
g. Set the Create or Edit connection task to complete by

c. Test the Microsoft Graph API connection to import hardware

data from the Azure client application.
a. For the Test Connection task, select Configure.
b. Select the data source associated with the newly created

connection in the Name column of the Data Sources list.
c. Click the Test Load 20 Records related link.
d. When the state changes to Complete, return to the setup by

clicking Back to Guided Setup in the Help panel.
e. Set the Test Connection task to complete by clicking Mark as

Complete.
d. Review the scheduled data imports configuration.
a. For the Set up scheduled import jobs task, select Configure.

associated.
b. Select the SG-Azure Subscriptions scheduled job.
c. On the Scheduled Data Import form, verify the field values for
the scheduled job.
d. Click Execute Now.
e. Set the Set up scheduled import jobs task to complete by

clicking Mark as Complete in the Help panel.
5. Create a connection to import software information from the Azure

client application.
Note: Ensure that you have the Data.Read permission on the
Log Analytics API for the software import.
a. Obtain the OAuth credentials and set up the Log Analytics

workspace in the Azure.
a. Ensure that you have the OAuth credentials from step 4.a.
b. Configure the Log Analytics workspace in the Azure client

application.
• Use an existing workspace, if available.
• Create another workspace.
For more information, see Create Log Analytics

workspace in the Azure documentation.
Note: Make a note of the Workspace ID.
c. Create an automation account in the Azure client

application.
For more information, see Quickstart: Create an Automation

account using the Azure portal in the Azure documentation.
d. Enable change tracking and inventory from the automation

account.

associated.
For more information, see Enable Change Tracking and

Inventory from an Automation account in the Azure
documentation.
Note: After obtaining the OAuth credentials, in the guided

setup for Service Graph Connector for Microsoft Azure, go to
the Create connection for the software import section of the
Service Graph Connector for Microsoft Azure page and set
the Get the OAuth credentials task to complete by clicking
Mark as Complete.
b. Configure your Azure software connection and credentials.
a. In the Create connection for the software import section

of the Service Graph Connector for Microsoft Azure page,
select Continue.
b. For the Create or Edit connection task, select Configure.
c. On the Connections page of the Flow Designer, select

Configure for the SG-Azure log analytics connection
connection that is available by default for the software
import.
You can create multiple connections by clicking Add

Connection.

Field Description

the software connection
Software Connection Name record. For example, SG-
Azure log analytics
connection.
Hardware Connection Name of the hardware

Name connection associated with

associated.
Field Description
the software as described in
step 4.b.iv.
You add a hardware

connection name to
associate the software
connection with the
respective hardware.
Base URL to connect to the

Log Analytics workspace in
the following format:
https://api.loganalyti
cs.io/v1/workspaces/<w
orkspace_id>
Where <workspace_id> is
the ID of the Log Analytics
workspace as described in
step 5.a.ii.
Connection URL Note: This field is
automatically set to
the URL to connect
to the Log Analytics
workspace. Replace
the <workspace_id>
variable in the auto-
generated URL with
the workspace ID of
your Log Analytics
workspace.
Application (client) ID of
OAuth Client ID your Azure client application
as described in step 4.a.

associated.
Field Description
Client Secret of your

OAuth Client Secret Azure client application as
described in step 4.a.
Token URL of your Azure

client application.
Azure client application,
• Global
https://login.micro
softonline.com/<ten
antid>/oauth2/v2.0/
token
• US Government
https://login.micro
softonline.us/<tena
OAuth Token URL ntid>/oauth2/v2.0/t
oken
• China
https://login.partn
er.microsoftonline.
cn/<tenantid>/oauth
2/v2.0/token
• Germany
https://login.micro
softonline.de/<tena
ntid>/oauth2/v2.0/t
oken
tenant ID of your Azure client

associated.
Field Description
application as described in
step 4.a.
e. Select Configure and Get OAuth Token.
f. When the OAuth token flow is successfully completed, return

to the Create connection for the software import task page
using the back button for your browser.
g. Set the Create or Edit connection task to complete by

c. Test the Log Analytics API connection to import software data

from the Azure client application.
a. For the Test Connection task, select Configure.
b. Select the data source associated with the newly created

connection in the Name column of the Data Sources list.
d. When the state changes to Complete, return to the setup by

clicking Back to Guided Setup in the Help panel.

Complete.
d. Review the scheduled data imports configuration.
a. For the Set up scheduled import jobs task, select Configure.
b. Select the SG-Azure Subscriptions scheduled job.
the scheduled job.
e. Set the Set up scheduled import jobs task to complete by

clicking Mark as Complete in the Help panel.

associated.
Result
The data from Azure is pulled into your CMDB.

Note: You can use Azure policies to add multiple virtual machines
(VMs) of different subscriptions to a single Workspace. For more
information, see Configure a policy.
to periodically pull data from Microsoft Azure. The data is saved in tables
that extend from the Configuration item [cmdb_ci] table.

[cmdb_ci_availability_zone] table are populated by collected data.
Name name
Object ID object_id
State state
Status install_status
Relationship created for Availability Zone
Availability Zone
Key Value
[cmdb_ci_availability_ Reference
[cmdb_key_value]
zone]

[cmdb_ci_cloud_database] table are populated by collected data.

associated.
Name name
Object ID object_id
State state
Type type
Version version
Relationships created for Cloud DataBase
Cloud DataBase Azure Datacenter

[cmdb_ci_cloud_data Hosted on::Hosts [cmdb_ci_azure_data
base] center]
Cloud DataBase
Key Value
[cmdb_key_value]
base]
Cloud LB IPAddress [cmdb_ci_cloud_lb_ipaddress]

The following attributes in the Cloud LB IPAddress
[cmdb_ci_cloud_lb_ipaddress] table are populated by collected data.
Name name
Object ID object_id
IPAddress Type ipaddress_type

associated.

[cmdb_ci_cloud_load_balancer] table are populated by collected data.
Name name
Object ID object_id
Canonical Hosted Zone Name canonical_hosted_zone_name
DNS Name dns_name
State state
Relationships created for Cloud Load Balancer
Cloud Load Balancer Azure Datacenter

[cmdb_ci_cloud_load Hosted on::Hosts [cmdb_ci_azure_data
_balancer] center]
Cloud Load Balancer Cloud LB IPAddress

[cmdb_ci_cloud_load Owns::Owned by [cmdb_ci_cloud_lb_ip
_balancer] address]
Cloud Load Balancer

Key Value
[cmdb_key_value]
_balancer]

associated.

populated by collected data.
Key key
Value value

[cmdb_ci_nic] table are populated by collected data.
Name name
Object ID object_id
Public IP public_ip
Private IP private_ip
State state
Static is_static
Relationships created for Cloud Mgmt Network Interface
Cloud Mgmt Azure Datacenter

Network Interface Hosted on::Hosts [cmdb_ci_azure_data
[cmdb_ci_nic] center]

associated.
Cloud Public IP
Cloud Mgmt
Contains::Contained Address
Network Interface
by [cmdb_ci_cloud_publi
[cmdb_ci_nic]
c_ipaddress]
Cloud Mgmt
Key Value
Network Interface Reference
[cmdb_key_value]
[cmdb_ci_nic]

are populated by collected data.
Name name
Object ID object_id
Cidr cidr
State state
Azure Datacenter
Cloud Network
Hosted on::Hosts [cmdb_ci_azure_data
[cmdb_ci_network]
center]
Compute Security
ecurity_group]
Cloud Subnet
[cmdb_ci_cloud_subn
et]

associated.

Reference
Linux Server [cmdb_ci_linux_server]

The following attributes in the Linux Server [cmdb_ci_linux_server] table
Name name
Object ID object_id
Serial number serial_number
Disk space (GB) disk_space
Is Virtual virtual
Operating System os
RAM (MB) ram
Relationships created for Linux Server
Virtual Machine
Linux Server Virtualized Instance
[cmdb_ci_linux_server] by::Virtualizes [cmdb_ci_vm_instanc
e]

associated.
Compute Security
ecurity_group]
Cloud Subnet
[cmdb_ci_cloud_subn
et]

Reference
Cloud Public IP Address [cmdb_ci_cloud_public_ipaddress]

The following attributes in the Cloud Public IP Address
[cmdb_ci_cloud_public_ipaddress] table are populated by collected
data.
Name name
Object ID object_id
Public IP Address public_ip_address
Relationships created for Cloud Public IP Address
Cloud Public IP
Azure Datacenter
Address
[cmdb_ci_cloud_publi
center]
c_ipaddress]

associated.
Cloud Public IP
Address Key Value
Reference
[cmdb_ci_cloud_publi [cmdb_key_value]
c_ipaddress]

data.
Name name
Object ID object_id
Relationship created for Cloud Service Account
Cloud Service
Account Key Value
Reference
[cmdb_ci_cloud_servi [cmdb_key_value]
ce_account]
Cloud Storage Account [cmdb_ci_cloud_storage_account]

The following attributes in the Cloud Storage Account
[cmdb_ci_cloud_storage_account] table are populated by collected
data.
Name name

associated.
Object ID object_id
Sku Name sku_name
State state
Relationships created for Cloud Storage Account
Cloud Storage
Azure Datacenter
Account
[cmdb_ci_cloud_stora
center]
ge_account]
Cloud Storage
Account Key Value
Reference
[cmdb_ci_cloud_stora [cmdb_key_value]
ge_account]

table are populated by collected data.
Name name
Object ID object_id
CIDR cidr
Relationship created for Cloud Subnet
Cloud Subnet
Key Value
[cmdb_key_value]
et]

associated.

data.
Name name
Object ID object_id
State state
Relationships created for Compute Security Group
Compute Security
Azure Datacenter
Group
[cmdb_ci_compute_s
center]
ecurity_group]
Compute Security
Group Key Value
Reference
[cmdb_ci_compute_s [cmdb_key_value]
ecurity_group]

[cmdb_ci_compute_template] table are populated by collected data.
Name name
Object ID object_id
Cores cores

associated.
Logical Storage GB local_storage_gb
Memory MB memory_mb
vCPUs vcpus
Note: When the Cloud Hardware Type class extension is enabled,

the Class attribute is set to Cloud Hardware Type. Else, the attribute
is set to Hardware Type.
As a user with the admin role, you can enable the Cloud Hardware
Type class extension by setting the value of the use a single
hardware type for cloud data centers property (sn_itom_pattern.use
a single hardware type for cloud data centers) to true. For more
information, see the Service Graph Connector For Microsoft Azure -
Migrating to a new hardware type model [KB1288455] article in the
Now Support Knowledge Base.
Hardware Type Azure Datacenter

[cmdb_ci_compute_t Hosted on::Hosts [cmdb_ci_azure_data
emplate] center]
Name name
Object ID object_id
Guest OS guest_os

associated.
Version version
Vendor vendor
Relationship created for Image
Image Azure Datacenter

[cmdb_ci_os_templat Hosted on::Hosts [cmdb_ci_azure_data
e] center]

Publisher publisher
Version version
Azure Datacenter [cmdb_ci_azure_datacenter]

The following attributes in the Azure Datacenter
[cmdb_ci_azure_datacenter] table are populated by collected data.
Name name
Object ID object_id
Region region

associated.
Relationships created for Azure Datacenter
Cloud Service
Azure Datacenter
Account
[cmdb_ci_azure_data Hosted on::Hosts
center]
ce_account]
Azure Datacenter Resource Group

Contains::Contained
[cmdb_ci_azure_data [cmdb_ci_resource_gr
by
center] oup]
Azure Datacenter Availability Zone

Contains::Contained
[cmdb_ci_azure_data [cmdb_ci_availability_
by
center] zone]
Resource Group [cmdb_ci_resource_group]

The following attributes in the Resource Group [cmdb_ci_resource_group]
Name name
Object ID object_id
State state

associated.
Relationships created for Resource Group
Virtual Machine
Resource Group
Contains::Contained Instance
[cmdb_ci_resource_gr
by [cmdb_ci_vm_instanc
oup]
e]
Resource Group Cloud Load Balancer

Contains::Contained
[cmdb_ci_resource_gr [cmdb_ci_cloud_load
by
oup] _balancer]
Resource Group Image

Contains::Contained
[cmdb_ci_resource_gr [cmdb_ci_os_templat
by
oup] e]
Resource Group Storage Volume

Contains::Contained
[cmdb_ci_resource_gr [cmdb_ci_storage_vol
by
oup] ume]
Resource Group
Key Value
[cmdb_ci_resource_gr Reference
[cmdb_key_value]
oup]
Serial Number [cmdb_serial_number]

The following attributes in the Serial Number [cmdb_serial_number] table
Serial Number serial_number
Serial Number Type serial_number_type
Valid valid

associated.
Relationships created for Serial Number
Serial Number Server

Reference
[cmdb_serial_number] [cmdb_ci_server]
Serial Number Windows Server

Reference
[cmdb_serial_number] [cmdb_ci_win_server]
Serial Number Linux Server

Reference
[cmdb_serial_number] [cmdb_ci_linux_server]
Windows Server [cmdb_ci_win_server]

The following attributes in the Windows Server [cmdb_ci_win_server] table
Name name
Object ID object_id
Is Virtual virtual
Operating System os
RAM (MB) ram

associated.
Relationships created for Windows Server
Virtual Machine
Windows Server Virtualized Instance
[cmdb_ci_win_server] by::Virtualizes [cmdb_ci_vm_instanc
e]
Name name
Object ID object_id
Is Virtual virtual
Operating System os
RAM (MB) ram

associated.
Storage Volume
Server Contains::Contained
[cmdb_ci_server] by
ume]
Cloud Mgmt
Server
Owns::Owned by Network Interface
[cmdb_ci_server]
[cmdb_ci_nic]
Virtual Machine
e]

Reference
Key key
Name name
Version version
Software Instance
Software
[cmdb_ci_spkg]
nce]

associated.
Software Instance [cmdb_software_instance]

[cmdb_software_instance] table are populated by collected data.
Name name
Software Instance
Server
[cmdb_ci_server]
nce]

[cmdb_ci_storage_volume] table are populated by collected data.
Object ID object_id
Volume ID volume_id
Name name
Size size
State state

associated.
Storage Volume Azure Datacenter

[cmdb_ci_storage_vol Hosted on::Hosts [cmdb_ci_azure_data
ume] center]
Storage Volume
Key Value
[cmdb_key_value]
ume]

[cmdb_ci_vm_instance] table are populated by collected data.
Name name
Object ID object_id
State state
Virtual Machine
Azure Datacenter
Instance
[cmdb_ci_vm_instanc
center]
e]
Virtual Machine
Image
[cmdb_ci_os_templat
e]
e]

associated.
Virtual Machine
Hardware Type
[cmdb_ci_compute_t
emplate]
e]
Virtual Machine
Cloud Mgmt
Network Interface
[cmdb_ci_nic]
e]
Virtual Machine
Storage Volume
Instance
Uses:Used by [cmdb_ci_storage_vol
[cmdb_ci_vm_instanc
ume]
e]
Virtual Machine
Instance Key Value
Reference
e]
Configure an Azure policy to use a single workspace for pulling the

software data of multiple virtual machines (VMs) in different subscriptions.
Before you begin
• Ensure that you’ve configured the Service Graph Connector for

Microsoft Azure. For more information, see Configure guided setup.
• Ensure that you have the Resource Policy Contributor and User Access
Administrator roles. For more information, see, What is Azure Policy? in
the Azure documentation site.
Role required: Resource Policy Contributor and User Access Administrator

of the Azure directory
About this task
Workspaces are associated with single subscriptions only. So, rather than
configuring a subscription every time for pulling software data using

associated.
the connector, you can add VMs from various subscriptions to a single
workspace by using the following Azure policies:
• For Windows-based VMs:

LogAnalyticsExtension_Windows_VM_Deploy.json
• For Linux-based VMs: LogAnalyticsExtension_Linux_VM_Deploy.json
For more information, see Azure policy definitions on the GitHub

repository.
Note: This configuration is optional and is done after you’ve

configured the Service Graph Connector for Microsoft Azure.
Procedure
1. Sign in to the Azure portal.
2. Navigate to Subscriptions and then select Manage policies.
3. From the left menu, select Settings > Policies.
4. On the Policy page, select Assign policy.
5. In the Policy definition field of the Basics tab, select the ellipsis icon
(...).
6. In the Available Definitions side panel, search for the policy based on
your machine type.
• For Windows-based VMs, select Deploy - Configure Log Analytics

extension to be enabled on Windows virtual machines policy.
• For Linux-based VMs, select Deploy - Configure Log Analytics

extension to be enabled on Windows virtual machines policy.
7. Select Add.
8. Select the Parameters tab.
9. In the Log Analytics workspace field of the Parameters tab, select the
ellipsis icon (...).

associated.
10. From the Subscription and workspaces lists of the Log Analytics
workspace side panel, select a subscription and the workspace to
connect the multiple VMs with different subscriptions.
11. Select Review + create on the Assign policy page.
12. Review the selected options and then select Create.

The assignment of the policy could take some time.
Note: The policy enables the role assignments to the VMs of that
subscription by installing the extension in the VMs.
13. Repeat steps 10 to 12 for each subscription to be associated with the

workspace.
14. Create a remediation task for the policy to complete the

compliance process of the existing VMs associated with the
subscriptions.
For more information, see Create a remediation task in the Azure
documentation.
15. Add the VMs to the inventory in the linked automation account.
For more information, see Enable Change Tracking and Inventory

from an Automation account in the Azure documentation.
Service Graph Connector for Observability -

AppDynamics (1.2.1)
Use the Service Graph Connector for Observability - AppDynamics to
ingest CMDB data from an AppDynamics installation using REST APIs. Push
events from AppDynamics into ServiceNow with Event Management.
Supported versions
• Supported versions: AppDynamics version 20.3.

associated.
• Supported ServiceNow versions:
• San Diego
• Tokyo
• Utah
Guided Setup
The guided setup for the Service Graph Connector for Observability -
AppDynamics provides an organized sequence of tasks to configure the
integration on your instance. To access the guided setup, see Configure
guided setup.
The Integration Commons for CMDB store app provides a dashboard

with a central view of the status, processing results, and processing errors
of all installed integrations. You can see metrics for all integration runs.
You can filter the view to a specific CMDB integration, a specific time
duration, or a specific integration run. For more details about monitoring
AppDynamics integrations in the CMDB Integrations Dashboard, see
Using the CMDB Integrations Dashboard.
Data Mapping
Data from the AppDynamics data sources is mapped and transformed

into the ServiceNow CMDB Configuration Item (CI) class definitions using
the Robust Transform Engine (RTE). Data is inserted into the ServiceNow
The AppDynamics data sources include the following:
• SG-AppDynamics Application Services
• SG-AppDynamics Servers and Applications
• SG-AppDynamics Server Tags
• SG-AppDynamics Tier to Tier Relationship

associated.
AppDynamics, see CMDB classes targeted.
Set up scheduled import jobs to pull in data from AppDynamics into your
CMDB.
Before you begin

installed.
installed.


Request Discovery.

installed.
• Observability Commons for CMDB (sn_observability), which is only

required for event ingestion. This must be installed prior to installing the
connector for Event Management to work. For more information, see
Observability Commons for CMDB on the ServiceNow Store.
Note: If you have an earlier version of the Service Graph Connector

for Observability - AppDynamics, then do not migrate data from the
old connector. You must uninstall the previous version and run the
new integration.

associated.
Procedure
1. Navigate to All > Service Graph Connector AppDynamics > Setup.
3. Configure the authentication credentials and HTTP connection.
a. On the Service Graph Connector for Observability -

AppDynamics page, in the Configure the connection section,
select the task Configure Credentials.
b. In the Configure Credentials section, configure your credentials.
a. Select Configure.
b. Update the Name and User name field.

Note: Server Visibility needs to be active for your
AppDynamics account. The AppDynamics user requires
the AppDynamics role: Applications and Dashboards
Viewer (Default) and Server Monitoring User (Default).
c. Click Update then Mark as Complete.
c. In the Configure Connection section, configure the connection.
a. Click Configure.
b. Review the fields and enter the controller base URL into the
Host field.
HTTP(s) Connection form
Field Description
Name Name of the connection.
Target host value used

by the connection. The
Host Connection URL will
automatically fill in the
hostname.

associated.
Field Description
Credential value that is used

Credential
by this connection.
Connection value that is

Connection alias used to refer to the
connection.
URL builder that is used to

URL builder
build the connection URL.
Connection URL for the

connection. You can either
Connection URL manually enter a URL, or use
the URL builder to build the
connection string.
Option to set the connection

Mutual authentication
with mutual authentication.
Underlying protocol used by

the connection.
Note: Update the
Protocol
Protocol field if you
are using anything other
than https.
Option to activate the HTTP

Active
connection.
Domain that contains the

Domain
connection.
Target value port that is used

Override default port
by the connection.
Base path for HTTPs

Base path
connection.
c. Click Update then Mark as Complete.

associated.
d. In the Validate data sources section, validate the data sources

by selecting Configure.
a. Review the fields on the form.

Data Source form
Field Description
Unique name of this data

Name
source.
Label of the import set table

Import set table label that this data source will
produce.
Name of the table that will

Import set table name be created for this data
source.
Data storage type of the

Type
data to be imported.
Option to set the data in a

Data in single column
single column.
Application that contains this

Application
record.
Script that loads data in the

Data Loader
import set table.
b. To test the connection, click the Test Load 20 Records related

link.
When the test is finished, select Mark as Complete.
Testing the connection may take a few moments. The page

is refreshed to show the test results.

associated.
Note: The connection is successful if the HTTP Status

is 200. If there is anything displayed in the Error Code
and Error Message fields, then the connection failed and
further troubleshooting is required.
e. In the Push HTTP Request Template section, push the HTTP Request
by selecting Configure.
a. Under the Related Links section, click Push HTTP Request

Template.
b. Click Mark as Complete.

After you push the HTTP request template, multiple API calls are
executed to start the event ingestion service in AppDynamics.
For more information, see the Service Graph Connector
for Observability AppDynamics article on the ServiceNow
Community site.
4. Configure duplicate detection rules.
a. On the left side bar, select the Configure duplicate detection

rules icon ( ).
b. On the Service Graph Connector for Observability -

AppDynamics page, in the Duplicate detection rules section,
select the task Configure duplicate detection rules.
c. On the next page, in the Configure duplicate detection rules

section, click Configure.
d. On the CMDB Duplicate Row Rules form, select the rule that you
want to activate and update the Active column value to true.
Note: To remove fields from being evaluated, add the field
names in the Ignore Fields column. To ignore multiple fields,
separate the fields with a comma in a separated list.
When you're finished, click Mark as Complete.
5. Configure advanced settings.
a. On the left side bar, click the advanced icon ( ).

associated.

AppDynamics page, in the Advanced section, select the task
Advanced Settings.
c. In the Advanced Settings section, click Configure.
a. Review the set of advanced properties.

Advanced properties
Advanced property Description
The relationships between

Toggle to populate
tiers will be imported in
relationships between tiers
cmdb_rel_ci.
The business transactions will

Toggle to import
be imported into
business transactions from
cmdb_ci_service_calculated
AppDynamics
.
The server tags will

Toggle to populate tags for
be imported into
imported servers
cmdb_key_value.
Toggle to import node data

The nodes will be imported
from AppDynamics and
into cmdb_ci_appl table
map to the cmdb_ci_appl
hierarchy.
hierarchy
The performance impact changes based on the selected

advanced setting.
b. Select the Yes check box to activate each property, as

needed.
c. Click Save then Mark as Complete.
6. Set up the scheduled import jobs.
a. On the left side bar, select the scheduled import jobs icon ( ).

associated.

AppDynamics page, under the Set up scheduled import jobs
section, select the Configure the scheduled job task.
c. In the Configure the scheduled job section, select Configure.
d. Review the fields.

Scheduled Data Import form
Field Description
Name Name of the scheduled job.
Data source record that

Data source
defines the data to import.
Option to run the scheduled

Run as job with the credentials of the
specified user.
Option to activate the

Active scheduled job. Select this
option.
Function that loads the data

from multiple import sets.
Concurrent Import The function then processes
and transforms the data
concurrently.
Partition method for the

Partition Method
concurrent import set.
Import set size for early

Partition Size
scheduling.
Option to specify a script

Execute pre-import script to run before the import is
performed.

associated.
Field Description

Execute post-import script to run after the import is
performed.

Application
scheduled job.
Frequency of running the

import. Set this value to how
Run
frequent you want to pull your
data.
Conditions under which this job

Conditional
is executed.
e. Select the imports that you want to run, and click Execute Now
then Mark as Complete.
to periodically pull data from AppDynamics. The data is saved in tables
The following attributes in the AppDynamics Extension

[sn_sg_appd_extension] table are populated by collected data:
AppDynamics ID appdynamics_id
Controller Name controller_name
Agent Type agent_type
Type type
The following attributes in the Application [cmdb_ci_appl] table are

associated.
Name name
Running process command running_process_command
Relationships created for Application
Application Server
Runs on::Runs
[cmdb_ci_appl] [cmdb_ci_server]
AppDynamics
Application Extension
Reference
[cmdb_ci_appl] [sn_sg_appd_extensio
n]
The following attributes in the Calculated Application Service
[cmdb_ci_service_calculated] table are populated by collected data:
Name name
Hide from dashboard hide_from_dashboard
Metadata metadata
Service Populator Status populator_status
Service Populator service_populator
Service Type type
Short Description short_description

associated.
Relationships created for Calculated Application Service
Calculated
Application Service Application
Depends on::Used by
[cmdb_ci_service_cal [cmdb_ci_appl]
culated]
Calculated
Application Service Server
Depends on::Used by
[cmdb_ci_service_cal [cmdb_ci_server]
culated]
Calculated Calculated
Application Service Application Service
Depends on::Used by
[cmdb_ci_service_cal [cmdb_ci_service_cal
culated] culated]
Nic nic
IP version ip_version
Name name
Network Adapter
IP Address
apter]

associated.
Key key
Value value
Name name
Network Adapter
Server
[cmdb_ci_server]
apter]
Name name
Server IP Address
Owns::Owned by

associated.
Network Adapter
Server
[cmdb_ci_server]
apter]
Server Key Value

Reference
Service Graph Connector for Observability - Datadog

(1.2.1)
Use the Service Graph Connector for Observability - Datadog to ingest
CMDB data from a Datadog installation using REST APIs. Push events from
Datadog into ServiceNow with Event Management.
Supported versions
• San Diego
• Tokyo
• Utah
Guided Setup
The guided setup for the Service Graph Connector for Observability
- Datadog provides an organized sequence of tasks to configure the
guided setup.

associated.
filter the view to a specific CMDB integration, a specific time duration, or
a specific integration run. For more details about monitoring Observability
Datadog integrations in the CMDB Integrations Dashboard, see Using the
Data Mapping
Data from the Datadog data sources is mapped and transformed into
The Datadog data source includes SGO-Datadog Hosts.
Datadog, see CMDB classes targeted.
When you complete the guided setup, the data from Datadog is
automatically loaded into staging tables and then inserted into the
following target tables:
• Cloud DataBase [cmdb_ci_cloud_database]
• IP address [cmdb_ci_ip_address]
• Logical Datacenter [cmdb_ci_logical_datacenter]
Pull in data from Datadog into your CMDB.

associated.
Before you begin

installed.
installed.


Request Discovery.

installed.


for Observability - Datadog, then don’t migrate data from the old
connector. You must uninstall the previous version and run the new
integration.

associated.
Procedure
1. Navigate to All > Service Graph Connectors > Observability Datadog

> Setup.
3. Configure the authentication credentials and the host name to send

requests to the Datadog API.
a. Configure your Datadog credentials.
a. In the Configure the Connection section of the Datadog

Integration with CMDB page, select Get Started.
b. For the Configure the Credentials task, select Configure.
For example, Datadog credentials.
d. In the API Key field, enter the Datadog API token.
e. In the Authentication Key field, enter the authentication key

used for connecting to the Datadog API.
f. Click Update.
g. Set the Configure the Credentials task to complete by

b. Configure the Datadog connection settings.
a. In the Configure the Connection section of the Datadog

Integration with CMDB page, select Continue.
b. For the Configure the Connection task, select Configure.
c. Review the fields and in the Host field, enter the Datadog
base URL or IP address.
d. Update the Protocol field if you’re using anything other than

https.
e. Leave the Base path field as is.

associated.
f. Click Update.
g. Set the Configure the Connection task to complete by

For more information about the Datadog API, see the Datadog
Developer documentation.
4. Configure a user account for the Datadogand CMDB integration.
a. Create the Datadog CMDB integration user account by

completing the User form.
a. In the Datadog CMDB integration user account section

of the Datadog Integration with CMDB page, select Get
Started.
b. For the Create a Datadog CMDB integration user task, select

Configure.
c. Review the fields on the User form, enter the Datadog CMDB
integration user account details, and set a password for the
user account.
d. Click Update.
e. Set the Create a Datadog CMDB integration user task to

complete by clicking Mark as Complete.
b. Assign the cmdb_import_api_admin role to the Datadog CMDB

integration user.
a. In the Datadog CMDB integration user account section of

the Datadog Integration with CMDB page, select Continue.
b. For the Assign role to the Datadog CMDB user task, select
Configure.
c. In the User ID column of the Users list, select the Datadog

CMDB integration user ID you created in the earlier step 4.a.
d. In the Roles related list, click Edit.
e. On the Edit Members form, move the

cmdb_import_api_admin role from the available roles in the
Collection column to the Roles List column.

associated.
f. Click Save.
g. Click Update.
h. Set the Assign role to the Datadog CMDB user task to

5. Configure the ServiceNow tile on Datadog and enable the Datadog

CMDB integration.
a. Configure the ServiceNow tile on Datadog.
a. Log in to your Datadog account.
b. Select the Integrations tab.
c. Search for and select the ServiceNow tile.
d. Add the ServiceNow instance name in the format https://

<instance name>.service-now.com/.
e. Add the name and password for the Datadog CMDB

integration user account and click Submit.
For more information, see the Datadog documentation.
Note: After you have configured the ServiceNow tile

on Datadog, in the guided setup for Service Graph
Connector for Observability - Datadog, go to the Configure
Datadog tile and enable integration section of the Datadog
Integration with CMDB page and set the Configure the
ServiceNow tile in Datadog task to complete by clicking
Mark as Complete.
b. Enable the Datadog CMDB integration on your ServiceNow

instance.
a. In the Configure Datadog tile and enable integration

section of the Datadog Integration with CMDB page, select
Continue.
b. For the Enable the integration on ServiceNow task, select

Configure.

associated.
c. On the System Property form, fill in the fields to create the

sn_datadog_integra.datadog_enabled system property and
set its value to true.
For more information, see Add a system property.
d. Click Submit.
e. Set the Enable the integration on ServiceNow task to

6. Configure the webhook and monitors for Observability Datadog.
a. In the Configure Observability section of the Datadog Integration

with CMDB page, select Get started.
b. For the Configure the Webhooks and Monitors task, select

Configure.
c. In the Datadog Webhooks list, click New to add a Datadog

webhook.
d. Fill in the fields.

New record form
Field Description
Name of the Datadog

Name
webhook.
Search for and select the

Connection Alias connection and credential
alias you created in step 3.
e. Click Submit.
f. Populate the Datadog Webhooks list by clicking the Synchronize

Monitors related link on the Datadog Webhook page.
Note: In the Datadog Webhooks list, don't click New to add
a monitor as the button is not used in this scenario.
g. In the Name column of the Datadog Webhooks list, click the link
to a monitor.

associated.
h. On the Datadog Monitors page, select the Webhook Active

check box and then click Update.
i. Repeat steps 6.g and 6.h for all the monitors in the Datadog
Webhooks list.
j. On the Datadog Webhook page, click Update to save your

changes.
k. Set the Configure the Webhooks and Monitors task to complete

by clicking Mark as Complete.
When you complete the guided setup, the data is automatically pulled
from Datadog. The data is saved in target tables.

CPU count cpu_count
CPU type cpu_type
Operating System os
RAM (MB) ram

associated.
Network Adapter
Server
[cmdb_ci_server]
apter]
Server IP Address
Owns::Owned by
data:
Name name
Object ID object_id

Name name
Object ID object_id
Relationship created for Cloud Load Balancer
Cloud Load Balancer Logical Datacenter

[cmdb_ci_cloud_load Hosted on::Hosts [cmdb_ci_logical_dat
_balancer] acenter]

associated.

Nic nic
Name name
Network Adapter
IP Address
apter]
Object ID object_id
Type type
Version version
Relationship created for Cloud DataBase
Cloud DataBase Logical Datacenter

[cmdb_ci_cloud_data Hosted on::Hosts [cmdb_ci_logical_dat
base] acenter]

associated.
Name name
Network Adapter
Server
[cmdb_ci_server]
apter]
The following attributes in the Logical Datacenter
[cmdb_ci_logical_datacenter] table are populated by collected data:
Name name
Object ID object_id
Region region
Relationship created for Logical Datacenter
Cloud Service
Logical Datacenter
Account
[cmdb_ci_logical_dat Hosted on::Hosts
acenter]
ce_account]

associated.
Service Graph Connector for Observability - Dynatrace

(1.8.0)
Use the Service Graph Connector for Observability - Dynatrace to ingest
CI data, events, metrics, and logs from Dynatrace into your ServiceNow
instance.
Note: The Service Graph Connector for Observability - Dynatrace

provided by ServiceNow is different from the Service Graph
Connector for Dynatrace provided by Dynatrace.
Supported versions
• Supported versions:
• Dynatrace Release 177
• Dynatrace Release 224: This version is optional for pushing

configuration to Dynatrace for Event Management.
• San Diego
• Tokyo
• Utah
• Vancouver
Guided Setup
Dynatrace provides an organized sequence of tasks to configure the
guided setup.

associated.
a specific integration run. For more details about monitoring Dynatrace
Data mapping
Data from the Dynatrace data sources is mapped and transformed into
The Dynatrace data sources include the following:
• SGO-Dynatrace Applications
• SGO-Dynatrace Application Relationships
• SGO-Dynatrace Hosts
• SGO-Dynatrace Processes
Note: Beginning with the 1.8.0 version of the Service Graph
Connector for Observability - Dynatrace, the SG-Dynatrace
Processes Transform Map includes the onStart transform script that
transforms all the processes fetched from Dynatrace using the
DynatraceADMprocessor class. The earlier robust transformer is no
longer used.
• SGO-Dynatrace Process Groups
• SGO-Dynatrace Services

associated.
Dynatrace, see CMDB classes targeted.
Use the Service Graph Connector for Observability - Dynatrace to ingest

Configuration Management Database (CMDB) data from Dynatrace
using REST APIs. This connector is the second generation of the Service
Graph Connector for Observability - Dynatrace application developed
by ServiceNow.
Before you begin

installed.
installed.


Request Discovery.

installed.

required for event ingestion and will need to be installed prior to
installing the connector for Event Management to work. For more
information, see Observability Commons for CMDB on the ServiceNow
Store.

associated.
Procedure
1. Navigate to All > Service Graph Connectors > Dynatrace

Observability > Setup.
3. Migrate from the previous Dynatrace installation.

Note: If you do not have a previous version of Dynatrace
installed, you can skip this step.
a. On the Setup page, in the Migrate from previous Dynatrace

installation section, select the task Disable Previous Scheduled
Jobs.
b. Disable the previous scheduled jobs.
a. In the Disable Previous Scheduled jobs section, click

Configure.
b. On the Scheduled Jobs list, set the Active field to false.
If this list is empty, then there are no scheduled jobs that need
to be deactivated.
c. Click Mark as Complete.
c. Copy the migration script.
a. In the Migrate Data - Copy Migration Script section, click

Configure.
b. Change the current scope to Global.
c. Click the menu icon ( ).
d. Click Insert and Stay.
e. Click Mark as Complete.
d. Execute the script.
a. In the Migrate Data - Execute Script section, click Configure.

associated.
b. Click the record of the script that you copied.
c. Click Execute Now.
4. Set impact values for clusters and have the connector get access to
the SNC.ImpactManager API.
Note: This step appears when Observability Commons is
installed.
a. On the Setup page, under the Enable Access To SNC.Impact

Manager, select the Copy Script to Global Scope task.
b. In the Copy Script to Global Scope section, copy the script.
a. Click Configure.
b. Switch to the global scope.
c. Click the Additional actions icon ( ).
d. Select Insert and Stay.
c. In the Verify script is copied properly section, verify the script.
a. Click Configure.
b. Select the EvtMgmtImpactManagerMediator script and

verify it was copied to the global scope.
c. In the Accessible from field, ensure it is set to All application

scopes.
d. Click Mark as Complete.
5. Configure the basic setup.
a. On the Setup page, under the Basic section, select the Configure
Auth Token for Dynatrace task.
b. On the next page, in the Configure Auth Token for Dynatrace

section, configure the authentication token.
a. Click Configure.

associated.
b. In the API Key field, enter api-token <your api token>.
For example, api-token mytokenid.
c. In the Configure HTTP Connection for Dynatrace section,

configure the HTTP connection.
a. Click Configure.
b. Update the Host field with a fully qualified hostname for your
Dynatrace instance.
For example, abc123.live.dynatrace.com.
The hostname will be automatically filled in the Connection

URL field.
c. Enable the use of a MID Server, select the Use MID Server
check box.
Note: The HTTP connection will be pre-configured to
use the API key that was configured during the previous
setup task.
d. In the Test Connection section, to test the connection, select

Configure.
a. In the Test Connection section, click Configure.
b. To test the connection configuration, select Test Connection.

Note: If the test connection fails, there is an error in the
connection that you must fix.
c. When you're finished, click Mark as Complete.
e. In the Create Default Notification Payload Template section,

select Configure.

associated.
Note: You need an access token with the following scopes:
• Read configuration (ReadConfig)
• Write configuration (WriteConfig)
• Read logs (LogExport)
• Read metrics (metrics.read)
a. Update the name of the payload template, if needed.
b. Click Problem Notification Setup.
c. When you're finished, click Mark as Complete.
f. (Optional) If you want to support multi-instance, in the Upgrade

Source Native Keys section, click Configure.
a. Switch to the global scope.
b. Enter the following script.

var gr = new GlideRecord("sys_object_source");
gr.addQuery("name", "SGO-Dynatrace");
var grOR = gr.addQuery("id", "STARTSWITH", "HOS
T-");
grOR.addOrCondition("id", "STARTSWITH", "PROCES
S_GROUP_INSTANCE-");
grOR.addOrCondition("id", "STARTSWITH", "PROCES
S_GROUP-");
grOR.addOrCondition("id", "STARTSWITH", "SERVIC
E-");
grOR.addOrCondition("id", "STARTSWITH", "APPLIC
ATION-");
gr.query();
while (gr.next()) {
gr.setValue("id", "f379137e075820107add6a77
c4a93538|||" + gr.getValue("id"));
gr.update();
}
c. Select Run Script.

associated.
d. From the Scope menu, select Service Graph Connector for

Observability Dynatrace then Mark as Complete.
6. Set up the additional configurations.
a. On the Guided setup page, under the Advanced section, select

the Advanced settings task.
b. In the Advanced Settings section, select Configure and review or

modify the existing settings for a custom configuration.
You can configure the following settings:
• Review the page size used in REST API requests to fetch

Dynatrace entities.
• Define number of days a configuration item (CI) can be

inactive before it is ignored.
• Enter the percentage of an application cluster's nodes that

need to be in a state to raise that state to its parent in the
service map.
For example, you can define the percentage of nodes that

need to go critical for the parent of a cluster to be in a
critical state. If there are 10 nodes in a cluster, setting the
property value to 70 would require at least 7 out of the 10
nodes in the cluster to go into a critical state to reflect up to
the parent service of the cluster.
• Enable ingesting events that do not have a matching CI in

the CMDB.
• Enable populating the Application (cmdb_ci_appl) CIs from

Dynatrace (Dynatrace processes) during scheduled imports.
c. Click Save.
d. Select Mark as Complete for the Advanced Settings task.
e. Configure connection properties for the Dynatrace connection.
a. In the Configure Instance Settings section, select Configure.
b. In the Service Graph Connection Properties related list,

configure the properties of the connection record.

associated.
Dynatrace connection properties
Enter the name of the

management zone to
fetch from your Dynatrace
managementZoneNames
environment. For multiple
entries, separate the zone
names with commas.

tags to fetch from your
tags Dynatrace environment. For
multiple entries, separate the
zone names with commas.

management zone to
serviceTypes
names with commas.

management zone to
managementZoneIds
names with commas.
c. Click Update.
d. Complete the Configure Instance Settings task by clicking

Mark as Complete.

associated.
Note: Beginning with the 1.8.0 version of the Service

Graph Connector for Observability - Dynatrace, the
Dynatrace Connections [sn_dynatrace_integ_connections]
table is being migrated to the Service Graph Connections
[sn_cmdb_int_util_service_graph_connection] table. The
Migrating Dynatrace Connections fix script that is available
by default migrates the details of any existing connections,
single instance or multi-instance, including the connection
name, alias, and status to the Service Graph Connections
[sn_cmdb_int_util_service_graph_connection] table. The fix
script also migrates any connection properties, data sources,
and scheduled data imports to the corresponding related
tables.
f. Configure the notification settings.
The setup enables pulling ITOM events from Dynatrace into the
ServiceNow instance.
a. In the Configure Problem Notification section, select

Configure.
b. To push the configuration to Dynatrace, select Problem

Notification Setup.
c. To receive the configuration from Dynatrace, select Fetch

Notification Setup.
d. Complete the Configure Problem Notification task by clicking

Mark as Complete.
7. Clean up records from the previous instance.

Note: If you are not migrating from the previous Dynatrace
version, you can skip this step.
a. On the Setup page, under the Clean Up Records From Previous

Integration section, select the Execute the New Integration task.
b. On the next page, in the Execute the New Integration section,

select Configure and select Execute Now.
c. Select Mark as Complete.

associated.
d. In the Verify Integration Execution Has Completed section, verify

the integration execution.
a. Click Configure.
b. In the State field, wait for the field to change to Complete or

Complete with errors.
It is normal to have errors during the migration from an older

version.
c. If you need to refresh the list, right-click the header and

select Refresh List.
e. In the Delete Application Services Left Over From Previous Version

section, select Configure to delete any application services that
you no longer need from the previous integration.
g. In the Cleanup Identification Remnants - Copy Script section,

copy the script.
a. Click Configure.
b. Change the current scope to Global.
c. Click the menu icon ( ).
d. Click Insert and Stay.
h. In the Cleanup Identification Remnants - Execute Script section,

execute the script.
a. Click Configure.
b. Select the record of the script you copied.
c. Click Execute Now.
8. (Optional) Add multiple instances.

associated.
Note: If you do not need to add multiple instances, you can skip
this step.
a. On the left side bar, select the Add Multiple Instances icon ( ).
b. On the Service Graph Connector for Observability Dynatrace

Setup page, under the Add Multiple Instances section, select the
Update Data Source Access task.
c. On the next page, in the Update Data Source Access section,

select Configure.
d. Select the Data Source [sys_data_source] table.
e. To edit the record, select Global from the Scope menu.
f. Under the Application Access tab, select the Can create, Can
update, and Can delete check boxes.
g. Save the record.
h. From the Scope menu, select Service Graph Connector for

Observability Dynatrace.
i. In the Help task bar, click Mark as Complete.
j. Repeat these steps in the Update Scheduled data import access

section with the Scheduled data import [scheduled_data_set]
table and the Update Value Access section with the Value
[sys_variable_table] table.
9. Clear the cache for the new connection.
a. Select the Clear Cache for Datasource and Import set task, then
Configure.
b. Clear the cache by selecting Global from the Scope menu.
GlideTableManager.invalidateTable("sys_data_s
ource");
GlideCacheManager.flushTable("sys_data_source"
);

associated.
GlideTableManager.invalidateTable("scheduled_
import_set");
GlideCacheManager.flushTable("scheduled_import
_set");
GlideTableManager.invalidateTable("sys_variab
le_value");
GlideCacheManager.flushTable("sys_variable_val
ue");
GlideTableManager.invalidateTable("sys_db_obj
ect");
d. Select Run Script.

Observability Dynatrace.
10. Add another connection.

Note: Change the scope to Service Graph Connector for
Observability, otherwise you will be unable to load the additional
connections.
a. Under the Add Another Connection section, click Configure.
b. In Flow Designer, select Add Connection.
c. On the form, fill in the fields.

Connection form
Field Description
Display name for the

Connection Name
connection.
Host name of the Dynatrace

Connection Hostname
instance.

associated.
Field Description
Dynatrace API Key.

Note: The API Key
API Key
must be prefixed with
api-token.
d. Click Create Connection.
e. Navigate back to the guided setup and click Mark as Complete.
f. If needed, set up the MID Server for the connection you created.
a. In the Configure Mid Servers section, click Configure.
b. Select the name of the connection you created.
c. Click the Use MID server check box.
d. Click Update.
e. When you're finished with the task, click Mark as Complete
g. Configure the instance settings.
a. In the Configure Instances section, click Configure.
b. Select the name of the connection you want to configure.
c. When you're finished, click Update then Mark as Complete.
h. Test the new connections.
a. In the Test Connections section, click Configure.
b. Select the name of the connection you want to test.
c. To validate the data source configuration, click the Test Load

20 Records button.
connection that you must fix.
d. When you're finished, click Mark as Complete.

associated.
i. In the Create Default Notification Payload Templates section,

select Configure.
Note: You need an access token with the following scopes:
• Read configuration (ReadConfig)
• Write configuration (WriteConfig)
• Read logs (LogExport)
• Read metrics (metrics.read)
a. Select the connection you want to create a default

notification payload template for.
b. Update the name of the payload template, if needed.
c. Click Problem Notification Setup.
d. Repeat the steps for each connection.
e. When you're finished, click Mark as Complete.
11. Set up scheduled import jobs.
a. On the Setup page, under the Set up scheduled import jobs

section, select the Configure the scheduled import jobs task.
b. On the next page, select Configure.
c. On the form, review the fields as needed.

Field Description

Data source

specified user.

associated.
Field Description

option.

concurrently.

Partition Method

Partition Size
scheduling.

performed.

performed.

Application
scheduled job.

Run
data.

Conditional
is executed.

associated.
d. Select the imports that you want to run, and click Execute Now
then Mark as Complete.
to periodically pull data from Dynatrace. The data is saved in tables that
Relationships created for Configuration Item
Calculated
Configuration Item Application Service
Depends on::Used by
[cmdb_ci] [cmdb_ci_service_cal
culated]
Database Instance
Configuration Item
Depends on::Used by [cmdb_ci_db_instanc
[cmdb_ci]
e]
Name name
Running process key parameters running_process key parameters
Configuration file config_file
Installation directory install_directory
Version version

associated.
Relationships created for Application
Application Computer
Runs on::Runs
[cmdb_ci_appl] [cmdb_ci_computer]
Application Key value

Reference
[cmdb_ci_appl] [cmdb_key_value]
Name name
Correlation ID correlation_id
Metadata metadata
Service Type type
Calculated
Application Service Configuration Item
Depends on::Used by
[cmdb_ci_service_cal [cmdb_ci]
culated]
Calculated Key value

Reference
Application Service [cmdb_key_value]

associated.

[cmdb_ci_service_cal
culated]
The following attributes in the Computer [cmdb_ci_computer] table are
Name name
Is Virtual virtual
Operating System os
RAM (MB) ram
Relationships created for Computer
Computer IP Address
Owns::Owned by
[cmdb_ci_computer] [cmdb_ci_ip_address]
Computer Key Value

Reference
[cmdb_ci_computer] [cmdb_key_value]
Computer Software Installation

Reference
[cmdb_ci_computer] [cmdb_sam_sw_install]
The following attributes in the Database Instance [cmdb_ci_db_instance]

associated.
Edition edition
Name name
TCP port(s) tcp_port
Relationships created for Database Instance
Database Instance
Configuration Item
[cmdb_ci_db_instanc Depends on::Used by
[cmdb_ci]
e]
Database Instance
Contains::Contained Group
[cmdb_ci_db_instanc
by [cmdb_ci_group]
e]
Database Instance
Application
[cmdb_ci_db_instanc Depends on::Used by
[cmdb_ci_appl]
e]
Database Instance
Key Value
[cmdb_ci_db_instanc Reference
[cmdb_key_value]
e]
The following attribute in the Group [cmdb_ci_group] table is populated
by collected data:
Name name
Relationship created for Group
Group Contains::Contained Application

[cmdb_ci_group] by [cmdb_ci_appl]

associated.

Name name
The following attributes in the Key value [cmdb_key_value] table are
Key key
Value value
Key key
Name name
Version version
Software Instance
Software
[cmdb_ci_spkg]
nce]

associated.
Version version
[cmdb_software_instance] table are populated by collected data:
Name name
Software Instance
Computer
[cmdb_ci_computer]
nce]
Set up push notifications of events from Dynatrace into a ServiceNow

instance that has the Service Graph Connector for Observability -
Dynatrace installed.
Before you begin
If you don't have an alerting profile in Dynatrace, then complete the

following steps to create one:
1. Navigate to Settings > Alerting > Alerting Profiles.
2. Set up an alerting profile according to your business needs.

Note: For more information about how to set up an alerting
profile, see Alerting profiles on the Dynatrace documentation
site.
You must have Observability Commons for CMDB installed.

associated.
Procedure
1. In the Dynatrace instance, navigate to Settings > Integration >

Problem notifications.
2. Click Add Notification.
3. On the form, fill in the fields.
Value
Field
N
o
t
i
f
i
c
a
Custom Integration
t
i
o
n
T
y
p
e
D
i
s
p
l
a
Name of the notification
y
N
a
m
e

associated.
Value
Field
W
e
b
h
o the following URL: https://<name_of_your_servicenow_instance_name> /api/
Use
sn_em_connector/em/inbound_event?source=SGO-Dynatrace
o
k
U
R
L
A
d
d
i
t
i
o
na. In the ServiceNow instance, set a password for the pre-created Dynatracee API user by doin
a following:
l
H a. Navigate to System Security > Users.
T
T b. Select the Dynatrace API user.
P
c. Set the Password field with a new password.
H
e d. Clear the Password needs reset check box.
a
d e. Update or save the user.
e
r b. Set the Username field to DynatraceAPI.
s
>c. Set the Password field to the password that you had created.
C
r d. Click Add.
e
a
t
e
b
a

associated.
Value
Field
s
i
c
a
u
t
h
o
r
i
z
a
t
i
o
n
Use the following payload:

{
"ImpactedEntities": {ImpactedEntities},
C "ImpactedEntity": "{ImpactedEntity}",
u
s "PID": "{PID}",
t
o "ProblemDetailsHTML": "{ProblemDetailsHTML}",
m
P "ProblemDetailsJSON": {ProblemDetailsJSON},
a
y "ProblemDetailsMarkdown": "{ProblemDetailsMarkdown}",
l
o "ProblemDetailsText": "{ProblemDetailsText}",
a
d "ProblemID": "{ProblemID}",
"ProblemImpact": "{ProblemImpact}",
"ProblemSeverity": "{ProblemSeverity}",
"ProblemTitle": "{ProblemTitle}",

associated.
Value
Field
"ProblemURL": "{ProblemURL}",
"State": "{State}",
"Tags": "{Tags}"
A
l
e
r
t
i
n
g
Select the alerting profile created in the Before you begin section or another alerting profile.
P
r
o
f
i
l
e
S
e
n
d
i
n
g
T
Click to send a test notification, and verify that the response status is 200.
e
s
t
N
o
t
i
f

associated.
Value
Field
i
c
a
t
i
o
n
s
Service Graph Connector for Observability - New Relic

(1.2.1)
Use the Service Graph Connector for Observability - New Relic to ingest
CMDB data from a New Relic installation using REST APIs. Push events
from New Relic into ServiceNow with Event Management.
Supported versions
• New Relic version: Last tested on March 01, 2023
• San Diego
• Tokyo
• Utah
Guided Setup
New Relic provides an organized sequence of tasks to configure the
guided setup.

associated.
a specific integration run. For more details about monitoring Observability
New Relic integrations in the CMDB Integrations Dashboard, see Using the
Data Mapping
Data from the New Relic data sources is mapped and transformed into
The following data sources are included for New Relic:
• SG-New Relic Application Services
• SG-New Relic Applications
• SG-New Relic Disks
• SG-New Relic Hosts
• SG_New Relic Networks
to periodically pull data from the New Relic application. The data is
loaded into the following staging tables:
• SG-New Relic Applications

[sn_newrelic_integ_sg_new_relic_applications]
• SG-New Relic Application Services

[sn_newrelic_integ_application_services]
• SG-New Relic Disks [sn_newrelic_integ_disks]
• SG-New Relic Hosts [sn_newrelic_integ_hosts]

associated.
• SG_New Relic Networks [sn_newrelic_integ_networks]
The data is then inserted into the following target tables:
• Application service [cmdb_ci_service_calculated]
• Disk [cmdb_ci_disk]
• IP Address[cmdb_ci_ip_address]
New Relic, see CMDB classes targeted.
Set up scheduled import jobs to pull in data from New Relic into your
CMDB.
Before you begin

installed.
installed.


Request Discovery.

associated.

installed.


for Observability - New Relic, then don’t migrate data from the old
connector. You must uninstall the previous version and run the new
integration.
Procedure
1. Ensure that the application scope is set to the Service Graph

Connector for Observability - New Relic application by using the
application picker.
2. Navigate to All > Service Graph Connectors > New Relic > Setup.
4. Configure the authentication credentials to send requests to the New

Relic application.
a. Configure your New Relic connection and credentials.
a. In the Configure the Connection section of the New Relic

Integration with CMDB page, select Get Started.

associated.
b. For the Configure connection and credentials task, select

Configure.
c. On the Connections page of the Flow Designer, select

Configure for the NewRelicConnectionAlias connection that
is available by default.

Field Description

the connection record. For
Connection Name example,
NewRelicConnectionAlias
.
Base URL to connect to the

New Relic application in the
following format:
https://api.newrelic.c
om/graphql
Connection URL Note: This field is

automatically set to the
URL to connect to the
NerdGraph API in the
New Relic application.
Leave the field value as
is.
NerdGraph API token used

API Key for authentication on the
New Relic application.
Account ID associated with

Account ID
the New Relic credential.

associated.
e. Select Configure Connection.

Note: The Service Graph Connector for Observability
- New Relic supports connection to a single New
Relic instance only. So, you can use the single default
connection only.
f. Return to the Configure the connection task page using the

back button for your browser.
g. Set the Configure connection and credentials task to

b. Test the NerdGraph API connection to import data from the New
Relic application.
a. In the Configure the Connection section of the New Relic

b. For the Test Connection task, select Configure.
The Test Connection dialog box opens displaying the import

progress.
d. When the progress state changes to Complete, click X to

close the Test Connection dialog box and return to the setup.

Complete.
5. Configure the webhooks for Observability New Relic and turn on

alerts for unmatched configuration items (CIs).
a. Configure the webhooks for Observability New Relic.
a. In the Configure Observability section of the New Relic

Integration with CMDB page, select Get started.
b. For the Configure the webhooks task, select Configure.
c. In the SG-New Relic Webhooks list, click New to add a New

Relic webhook.
d. On the form, fill in the fields.

associated.
New record form
Field Description
Name of the New Relic

Name
webhook.
Search for and select the

Connection Alias connection and credential
alias you created in step 4.
e. Click Submit.
f. Set the Configure the webhooks task to complete by clicking

Mark as Complete.
b. Enable alerts for configuration items (CIs) that aren’t available in

the CMDB.
a. In the Configure Observability section of the New Relic

b. For the Turn on alerts for unmatched CI task, select Configure.
c. On the System Property form, fill in the fields to create the

sn_newrelic_integ.alerts_for_unmatched_ci.enabled system
property and set its value to true.
For more information, see Add a system property.
d. Click Submit.
e. Set the Turn on alerts for unmatched CI task to complete by

6. Configure the scheduled jobs to import data from the New Relic
application.
a. In the Set up scheduled data imports section of the New Relic

Integration with CMDB page, select Get started.
b. For the Configure Scheduled Data Imports task, select Configure.

associated.
scheduled job.
e. Click Execute Now.
import.
g. Click X to close the Configure Scheduled Data Imports window

and return to the setup page.
h. Set the Configure Scheduled Data Imports task to complete by

clicking Mark as Complete in the guided setup.
to periodically pull data from New Relic. The data is saved in tables that

Host name host_name
Operating System os
Server Contains::Contained
Disk [cmdb_ci_disk]
[cmdb_ci_server] by

associated.
Server IP Address
Owns::Owned by
Network Adapter
Server
[cmdb_ci_server]
apter]
Name name
Metadata metadata
Service Type type

Name name
Nic nic
Network Adapter
IP Address
apter]

associated.

Name name
Software Instance
Server
[cmdb_ci_server]
nce]
Key key
Nic nic
Name name
Software Instance
Software
[cmdb_ci_spkg]
nce]
The following attributes in the Disk [cmdb_ci_disk] table are populated by
collected data:
Device ID device_id

associated.
Free disk space (GB) free_space
Computer computer
Name name
File system file_system
Relationship created for Disk
Server
Disk [cmdb_ci_disk] Hosted on::Hosts
[cmdb_ci_server]
Name name
Network Adapter
Server
[cmdb_ci_server]
apter]

associated.
Name name
Relationship created for Application
Application Server
Runs on::Runs
[cmdb_ci_appl] [cmdb_ci_server]
Service Graph Connector for ExtraHop (2.0.3)

Use the Service Graph Connector for ExtraHop to pull data from the
ExtraHop application into your ServiceNow instance.
Important: Starting with the Vancouver release, the ServiceNow

hosted Service Graph Connector for Extrahop is being prepared
for future deprecation. It will be hidden and no longer activated
on new instances but will continue to be supported. The Extrahop
hosted Service Graph Connector for Extrahop provides the latest
experience for this functionality. For details, see the Deprecation
Process [KB0867184] article in the Now Support Knowledge Base.
The Service Graph Connector for ExtraHop provides real-time network

visibility across your enterprise by implementing stream processing, so that
you can transform your network data into structured wire data.
The Service Graph Connector for ExtraHop pulls network visibility data
into the ServiceNow® Configuration Management Database (CMDB)
application. The connector enriches discovered device data and
establishes relationships between devices based on network traffic flow.

associated.
System requirements and supported versions

• MID Server that is installed on Linux or Windows, unless the ExtraHop

appliance is publicly accessible.
• ExtraHop Discover appliance with firmware version 7.2 or later with a

user account that has unlimited privileges.
• Supported versions: ExtraHop v7.9.
• Quebec
• Rome
• San Diego
• Tokyo
Use cases
Connector:
• Identification of network interactions between CIs.
• Discovery of network traffic flow data between computers or other

types of hardware.
• Creation of relationships between devices. The relationships are based

on network traffic flow.

associated.
Guided setup
The guided setup for the Service Graph Connector for ExtraHop provides

with a central view of the status, processing results, and processing
errors of all installed Service Graph Connectors. You can see metrics
for all integration runs. You can also filter the view to a specific
CMDB integration, a specific time duration, or a specific integration run.
For more details about monitoring ExtraHop integrations in the CMDB
Integrations Dashboard, see Using the CMDB Integrations Dashboard.
Data mappings
Data from data sources in the ExtraHop application is mapped and

transformed into the ServiceNow CMDB Configuration Item (CI) class
definitions using the Robust Transform Engine (RTE). Data is inserted into
the ServiceNow CMDB using the Identification and Reconciliation Engine
(IRE).
to periodically pull data from the ExtraHop application. The data is
loaded into the following staging tables:
• ExtraHop Computer [sn_extrahop_integr_computer]
• ExtraHop Network Activity [sn_extrahop_integr_activity]
• CI Relationship [cmdb_rel_ci]
• Hardware [cmdb_ci_hardware]
Set up a REST message and scheduled jobs to import ExtraHop data into
your CMDB.

associated.
Before you begin


a Subscription Unit that is based in the ServiceNow® IT Operations
Management (ITOM) Visibility application or in the ITOM Discovery
application. As defined in the section titled "Managed IT Resource Types"
in ServiceNow Subscription Unit Overview, for managed IT resources that
are created or modified in the CMDB by this Service Graph Connector,
but that are not yet managed by ITOM Visibility or ITOM Discovery,
these resources will increase Subscription Unit consumption from that
application. Review your current Subscription Unit consumption within
ITOM Visibility or ITOM Discovery to ensure available capacity.

installed.
• The CMDB CI Class Models store app, which is automatically installed.

Request Discovery.
• ITOM Discovery License plugin (com.snc.itom.discovery.license). You

must activate this plugin.
• MID Server that is installed on Linux or Windows, unless the ExtraHop

appliance is publicly accessible.
• ExtraHop Discover appliance with firmware version 7.2 or later, with a

user account that has unlimited privileges.
• To connect to the ExtraHop application, configure an API key. For

more information, see ExtraHop REST API Guide, specifically, see the
"ExtraHop API requirements" section.

associated.
Roles required: admin
Procedure
1. Navigate to All > Service Graph Connector ExtraHop > Setup.
2. On the Getting started page, click Get Started.
3. On the Service Graph Connector for the ExtraHop page, in the

Configure REST message section, select the task Configure ExtraHop
REST message.
4. Configure a REST message to use when sending requests to the

ExtraHop API.
a. On the next page, in the Configure ExtraHop REST message task

section, click Configure.
b. On the form, fill in the fields.

REST Message form
Field Description
Descriptive name for this

Name REST Message. This field is
automatically set.
URL to the web service API

endpoint. Set the field to
Endpoint
a base URL. For example,
https://myextrahop.com.

associated.
Field Description
Note: Updating the

Endpoint base URL also
updates the base URLs
for all HTTP methods that
ExtraHop REST message.
In the HTTP Request tab,
update the Authorization
header to use your API key
in the Value field.
Description for this REST

Description Message. This field is
automatically set.
Application that contains

Application this message. The field is
automatically set.
Type of authentication to
Authentication type apply to HTTP requests. The
field is automatically set.
Option to use
multiple authentication by
Use mutual authentication authenticating HTTP requests.
Mutual authentication cannot
be used with a MID Server.
c. Click Update if necessary.
d. In the Configure ExtraHop REST message task section, click Mark

as Complete.
5. Test the connection to the ExtraHop Computer API.
a. In the Test Computer connection task section, click Configure.

associated.
HTTP Method form
Field Description
Unique identifier for this

Name HTTP method. This field is
automatically set.

Endpoint
endpoint
MID Server that sends this HTTP

request. Using a MID Server
Use MID Server
is not compatible with mutual
authentication.
REST message record that this

REST Message method is based on. This field is
automatically set.
HTTP method that is

HTTP method implemented by this method.
This field is automatically set.

Application this method. This field is
automatically set.
Authentication type
apply to HTTP requests.
Option to use
c. Select the HTTP Request tab and fill out the Use MID Server field.
d. Click the Authentication tab and then click the Test related link.
Testing the connection takes a few moments. When the test is
complete, the page is refreshed and shows the test results.

associated.
e. Select Mark as Complete.

Note: The connection is successful if the HTTP Status field
is set to 200. If there are any errors in the Error Message
field, then the connection failed and further troubleshooting
is required.
f. Click Update if necessary.
g. In the Test Computer connection task section, click Mark as

Complete.
6. Test the connection to the ExtraHop Network Activity Create API.
a. In the Test Network Activity Create connection task section, click

Configure.

HTTP Method form
Field Description
Unique identifier for this HTTP

Name
method.

Endpoint
endpoint

request. Using a MID Server
Use MID Server
authentication.
REST message that this method

REST Message is based on. This field is
automatically set.
HTTP method that is

HTTP method implemented by this method.
This field is automatically set.

associated.
Field Description

Application this record. This field is
automatically set.
Authentication type apply to HTTP requests. This
field is automatically set.
Option to use
c. Click the Authentication tab and then click the Test related link.
Testing the connection takes a few moments. When the test is
complete, the page is refreshed and shows the test results.
d. Select Mark as Complete.

Note: The connection is successful if the HTTP Status field
is set to 200. If there are any errors in the Error Message
field, then the connection failed and further troubleshooting
is required.
e. Click Update if necessary.
f. In the Test Network Activity Create connection task section, click

Mark as Complete.
a. On the Service Graph Connector for ExtraHop page, in the

Set up scheduled import jobs section, select the task Configure
Computer scheduled job.
b. In the Configure Computer scheduled job task section, click

Configure.

associated.
Field Description

Data source

specified user.

option.

concurrently.

Partition Method

Partition Size
scheduling.

performed.

performed.

Application
scheduled job.

Run
import.

associated.
Field Description

Conditional
is executed.
d. Click Update if necessary.
e. In the Configure Computer scheduled job task section, click Mark

as Complete.
8. Configure the Network Activity scheduled job.
a. On the Service Graph Connector for ExtraHop page, in the

Set up scheduled import jobs section, select the task Configure
Network Activity scheduled job.
b. In the Configure Network Activity scheduled job task section,

click Configure.

Field Description

Data source

specified user.

option.

concurrently.

associated.
Field Description

Partition Method

Partition Size
scheduling.

performed.

performed.

Application
scheduled job.

Run
import.

Conditional
is executed.
d. Click Update if necessary then Mark as Complete.
to periodically pull data from ExtraHop. The data is saved in tables that

The following attributes in the Hardware [cmdb_ci_hardware] table are

associated.
Name name
Relationships created for Hardware
Hardware IP Address
Owns::Owned by
[cmdb_ci_hardware] [cmdb_ci_ip_address]
Network Adapter
Hardware
[cmdb_ci_hardware]
apter]
Hardware Receives data Hardware

[cmdb_ci_hardware] from::Sends data to [cmdb_ci_hardware]
Name name
Nic nic
Network Adapter
IP Address
apter]

associated.

Name name
Network Adapter
Hardware
[cmdb_ci_hardware]
apter]
Service Graph Connector for GCP (1.3.1)

Use the Service Graph Connector for GCP to ingest CMDB data from a
Google Cloud Platform (GCP) installation using REST APIs.
Supported versions
• GCP version: Last tested on July 03, 2023
• San Diego
• Tokyo
• Utah

associated.
• Vancouver
Use cases
You can use the Service Graph Connector for GCP to get visibility into
cloud resource identities, relationships, and state in real-time.
Guided setup
The guided setup for the Service Graph Connector for GCP provides
or a specific integration run. For more details about monitoring GCP
Data mapping
Data from the GCP data sources is mapped and transformed into the
to periodically pull data from the GCP application.
The following tables lists the data sources included for GCP and the
corresponding staging tables where the imported data is loaded.

associated.
Data sources and staging tables for GCP
SG-GCP Cloud Database

SG-GCP Cloud Database [sn_gcp_integ_sg_gcp_cloud_dat
abase]
SG-GCP Cloud Function

SG-GCP Cloud Function [sn_gcp_integ_sg_gcp_cloud_func
tion]
SG-GCP Cloud Object Storage

SG-GCP Cloud Object Storage [sn_gcp_integ_sg_gcp_cloud_obje
ct_storage]
SG-GCP Folder
SG-GCP Folder
[sn_gcp_integ_sg_gcp_folder]
SG-GCP Hardware Type

SG-GCP Hardware Type [sn_gcp_integ_sg_gcp_hardware_t
ype]
SG-GCP Image
SG-GCP Image
[sn_gcp_integ_sg_gcp_image]
SG-GCP Kubernetes Cluster

SG-GCP Kubernetes Cluster [sn_gcp_integ_sg_gcp_kubernetes
_cluster]
SG-GCP Kubernetes Deployment

SG-GCP Kubernetes Deployment [sn_gcp_integ_sg_gcp_kubernetes
_deployment]
SG-GCP Kubernetes Namespace

SG-GCP Kubernetes Namespace [sn_gcp_integ_sg_gcp_kubernetes
_namespace]
SG-GCP Kubernetes Node

SG-GCP Kubernetes Node [sn_gcp_integ_sg_gcp_kubernetes
_node]

associated.
SG-GCP Kubernetes Pod

SG-GCP Kubernetes Pod [sn_gcp_integ_sg_gcp_kubernetes
_pod]
SG-GCP Kubernetes Replicaset

SG-GCP Kubernetes Replicaset [sn_gcp_integ_sg_gcp_kubernetes
_replicaset]
SG-GCP Kubernetes Service

SG-GCP Kubernetes Service [sn_gcp_integ_sg_gcp_kubernetes
_service]
SG-GCP Load Balancer

SG-GCP Load Balancer [sn_gcp_integ_sg_gcp_load_balan
cer]
SG-GCP Load Balancer Health

SG-GCP Load Balancer Health
Service[sn_gcp_integ_sg_gcp_loa
Service
d_balancer_health_service]
SG-GCP Load Balancer Pool

SG-GCP Load Balancer Pool [sn_gcp_integ_sg_gcp_load_balan
cer_pool]
SG-GCP Load Balancer Pool

SG-GCP Load Balancer Pool Member
Member [sn_gcp_integ_sg_gcp_load_balan
cer_pool_member]
SG-GCP Load Balancer Service

SG-GCP Load Balancer Service [sn_gcp_integ_sg_gcp_load_balan
cer_service]
SG-GCP Network
SG-GCP Network
[sn_gcp_integ_sg_gcp_network]
SG-GCP Organization
SG-GCP Organization [sn_gcp_integ_sg_gcp_organizatio
n]

associated.
SG-GCP Project
SG-GCP Project
[sn_gcp_integ_sg_gcp_project]
SG-GCP Security Group

SG-GCP Security Group [sn_gcp_integ_sg_gcp_security_gr
oup]
SG-GCP Software Inventory

SG-GCP Software Inventory [sn_gcp_integ_sg_gcp_software_in
ventory]
SG-GCP Storage Volume

SG-GCP Storage Volume [sn_gcp_integ_sg_gcp_storage_vol
ume]
SG-GCP Storage Volume Snapshot

SG-GCP Storage Volume Snapshot [sn_gcp_integ_sg_gcp_storage_vol
_snapshot]
SG-GCP Subnet
SG-GCP Subnet
[sn_gcp_integ_sg_gcp_subnet]
SG-GCP VM Hw Consolidation
SG-GCP VM Hw Consolidation [sn_gcp_integ_sg_gcp_vm_hw_co
nsolidation]
SG-GCP VM Instance
SG-GCP VM Instance [sn_gcp_integ_sg_gcp_vm_instanc
e]
The imported data from the staging tables is then inserted into the
following target tables:
• Cloud DataBase [cmdb_ci_cloud_database]
• Cloud Disk Type [cmdb_ci_disk_type]
• Cloud Function [cmdb_ci_cloud_function]

associated.
• Cloud Load Balancer Health Service [cmdb_ci_lb_health_service]
• Cloud Mgmt Network Interface [cmdb_ci_nic]
• Cloud Object Storage [cmdb_ci_cloud_object_storage]
• Cloud Organizations [cmdb_ci_cloud_org]
• Compute Security Group [cmdb_ci_compute_security_group]
• Google Datacenter [cmdb_ci_google_datacenter]
• Google Organization Folder [cmdb_ci_gcp_folder]
• Google Organization Project [cmdb_ci_gcp_project]
• Kubernetes Volume [cmdb_ci_kubernetes_volume]
• Kubernetes ReplicaSet [cmdb_ci_kubernetes_replicaset]

associated.
• Load Balancer Pool [cmdb_ci_lb_pool]
• Load Balancer Pool Member [cmdb_ci_lb_pool_member]
• Load Balancer Service [cmdb_ci_lb_service]
• Network ACL [cmdb_ci_network_acl]
• Network ACL Rule [cmdb_ci_network_acl_rule]
• Software Installation [cmdb_sam_sw_install] (If SAM is installed.)
• Software Instance [cmdb_software_instance] (If SAM is not installed.)
• Software [cmdb_ci_spkg] (If SAM is not installed.)
• Storage Mapping [cmdb_ci_storage_mapping]
• Storage Volume Snapshot [cmdb_ci_storage_vol_snapshot]
• Virtual Machine Instance [cmdb_ci_vm_instance]
• Cloud Disk Type [cmdb_ci_disk_type]
• Block Endpoint [cmdb_ci_endpoint_block]
• VNIC Endpoint [cmdb_ci_endpoint_vnic]
GCP, see CMDB classes targeted.
Set up scheduled import jobs to pull in data from Google Cloud Platform
(GCP) into your CMDB.

associated.
Before you begin

installed.
installed.


Request Discovery.

installed.

required for event ingestion. This app must be installed prior to installing
the connector for Event Management to work. For more information,
see Observability Commons for CMDB on the ServiceNow Store.

for GCP, then don’t migrate data from the old connector. You must
uninstall the previous version and run the new integration.
Procedure

Connector for GCP application by using the application picker.

associated.
2. Navigate to All > Service Graph Connectors > GCP > Setup.
4. Configure the connection to send requests to the GCP application.
a. In the Configure the Connection and Credentials section of the

Service Graph Connector for GCP page, select Get Started.
b. Set up the GCP environment and create a Java KeyStore (JKS)

certificate to encrypt the security certificates obtained from a
GCP application.
Make a note of the destination keystore password. You need to

specify this password while importing the JKS certificate into the
Service Graph Connector for GCP application.
For instructions, see the Service Graph Connector for GCP - Setup
Instructions [KB1220598] article in the Now Support Knowledge
Base.
Note: After you have set up the GCP environment, return
to the guided setup and set the GCP Setup Instructions task
in the Configure the Connection and Credentials section to
c. Create an X.509 certificate to associate the JKS certificate for the

GCP application with the Service Graph Connector for GCP.
a. For the Create X.509 certificate task, select Configure.

X.509 Certificate form
Field Description
Name of the X.509

Name certificate. For example, SG-
GCP-509Certificate-Org1.
Users to be notified when

the certificate expires. If
Notify on expiration
no users are selected, the
logged-in user is added by

associated.
Field Description
default, along with the last
two logged-in users with the
administrator role.
Number of days to send

Warn in days to expire a notification before the
certificate expires.

Active
certificate.
Certificate container that is

automatically set to Java
Type
Key Store. Leave the field
value set to Java Key Store.
Number of days until the

Expires in days
certificate expires.
Password to access the JKS

Key store password certificate as noted down in
the previous step.
Description of the X.509

Short description
certificate.
c. Click the manage attachments icon ( ).
d. Click Choose file to browse and upload the keystore.p12 file

for the JKS certificate you created in step 4.b.
e. Close the dialog box.
f. Click the Validate Stores/Certificates related link.
g. On successful validation, click Update to return to the guided

setup page.
h. Set the Create X.509 certificate task to complete by clicking

Mark as Complete.

associated.
d. Create a JSON Web Token (JWT) signing key from the X.509
certificate credentials.
a. For the Create JWT Key task, select Configure.

JWT Keys Certificate form
Field Description
Name of the JWT signing key.

Name For example, SG-GCP-Keys-
Org1.
Name of the X.509

Signing Keystore certificate that you created
in step 4.c.
ID to identify which JWT

signing key is used when
Key Id
multiple keys are used to sign
tokens.
Name of the application

using the JWT signing key.
Application This field is automatically set
to Service Graph Connector
for GCP.
Algorithm to sign with the

JWT signing key that is
Signing Algorithm automatically set to RSA 256.
Leave the field value set to
RSA 256.
Password associated with

Signing Key
the JWT signing key.
Option to activate the JWT

Active
signing key.
c. Click Submit to return to the guided setup page.

associated.
d. Set the Create JWT Key task to complete by clicking Mark as

Complete.
e. Add a JWT provider for the GCP application.
a. For the Create JWT Provider task, select Configure.

JWT Provider form
Field Description

Name
the JWT provider.
Number of seconds that

Expiry Interval (sec) indicate the lifespan of the
JWT provider token.
Name of the JWT signing key

Signing Configuration
you created in step 4.d.
d. Set the Create JWT Provider task to complete by clicking

Mark as Complete.
f. Create a mapping between the JWT credential and GCP

organization or project from which the data is imported.
a. For the Create Organization-Credential Mapping task, select

Configure.

SG-GCP Organization Credential Setup form
Field Description
Name of the JWT provider

JWT Provider
you created in step 4.e.

associated.
Field Description
ID of the organization
Organization Id associated with the GCP
application.
ServiceNow service account

Service Account associated with the GCP
application.
Discovery scope of the GCP

application. The available
options are:
Organization
Select Organization when

the ServiceNow service
account has access to data
Discovery Scope
within the GCP organization.
Projects
Select Projects when the

ServiceNow service account
has access to data within
GCP projects only.
d. Set the Create Organization-Credential Mapping task to

g. Map the organization credential with the pre-defined data

sources.
a. For the Create Organization-Credential Mapping task, select

Configure.
b. In the Organization-Credential Record field of the form that

opens in a new tab, click the lookup using list icon ( ) to

associated.
select the name of the JWT provider you mapped with the
GCP organization in step 4.f.
c. Click Execute mapping to process all the data sources and

scheduled jobs to import data from the GCP application.
d. Return to the guided setup page and set the Create

Organization-Credential Mapping task to complete by
h. Configure the scheduled jobs to import data from the GCP

application.
a. For the Configure the Scheduled Imports task, select

Configure.
b. Select the scheduled job that you want to activate.
the scheduled job.
e. Repeat the steps 4.h.ii to 4.h.iv for each scheduled job for
data import.
f. Click the back icon (<) to return to the guided setup page.
g. Set the Configure the Scheduled Imports task to complete by

clicking Mark as Complete in the guided setup
5. (Optional) Add multiple GCP instances.
a. In the Add Multiple Instances section of the Service Graph

Connector for GCP page, select Get Started.
b. Create data sources for the new GCP connection.
a. Ensure that you have edit permissions for the Datasource

[sys_data_source] table.
b. For the Update Data Source Access task, click Configure.

associated.

d. In the Application Access related list of the Data Source form

that opens in a new tab, select the Can create, Can update,
and Can delete check boxes.
e. Click Update.
f. Click the back icon (<) to return to the guided setup page
tab.

Connector for GCP application scope.
h. Set the Update Data Source Access task to complete by

c. Create a scheduled import job for the new GCP connection.
a. Ensure that you have edit permissions for the Scheduled data
import [scheduled_import_set] table.
b. For the Update Scheduled Data Import Access task, click

Configure.

d. In the Application Access related list of the Scheduled Data

Import form that opens in a new tab, select the Can create,
e. Click Update.
f. Click the back icon (<) to return to the guided setup page
tab.

h. Set the Update Scheduled Data Import Access task to

d. Clear the cache on the Data Source [sys_data_source] and

Scheduled Data Imports [scheduled_import_set] tables.

associated.
a. For the Clear Cache for Data Source and Scheduled Data
Imports tables task, click Configure.
b. To edit the record, select the Global application scope from

c. In the Run script field, enter the following code:

rce");
GlideCacheManager.flushTable("sys_data_source");
GlideTableManager.invalidateTable("scheduled_im
port_set");
GlideCacheManager.flushTable("scheduled_import_se
t");
GlideTableManager.invalidateTable("sys_db_objec
t");
d. Click Run script.
e. Click the back icon (<) to return to the guided setup page
tab.
f. From the application picker, select the Service Graph

g. Set the Clear Cache for Data Source and Scheduled

Data Imports tables task to complete by clicking Mark as
Complete.
e. To create an X.509 certificate for the new GCP instance, repeat

the step 4.c, and then mark the Create X.509 certificate task to
f. To create a JWT key for the new GCP instance, repeat the step
4.d, and then mark the Create JWT Key task to complete by
g. To create a JWT provider for the new GCP instance, repeat

the step 4.e, and then mark the Create JWT Provider task to
h. To create an organization-credential mapping for the new

GCP instance, repeat the step 4.f, and then mark the Create

associated.
Organization-Credential Mapping task to complete by clicking

Mark as Complete.
i. Generate data sources and scheduled imports for the

organization credential mapping associated with the new GCP
connection.
a. For the Generate Data Sources and Scheduled Imports task,

select Configure.
b. In the Data source and Scheduled Import name prefix field of

the form that opens in a new tab, enter a prefix for the data
sources and scheduled job for the new GCP connection.
c. In the Organization-Credential Record field of the form that

opens in a new tab, click the lookup using list icon ( ) to
select the name of the JWT provider you mapped with the
GCP organization.
d. Click Generate Data source and Scheduled Import to

generate and process all the data sources and scheduled
jobs for the new connection.
e. Return to the guided setup page and set the Generate Data
Sources and Scheduled Imports task to complete by clicking
Mark as Complete.
j. To configure the scheduled jobs to import data from the new

GCP instance, repeat the step 4.h, and then mark the Configure
the Scheduled Imports task to complete by clicking Mark as
Complete.
to periodically pull data from GCP. The data is saved in tables that

Name name

associated.
Object ID object_id
Block Endpoint [cmdb_ci_endpoint_block]

The following attributes in the Block Endpoint [cmdb_ci_endpoint_block]
Host host
Name name

Name name
Object ID object_id
Type type
Version version

associated.
Relationship created for Cloud DataBase
Cloud DataBase Google Datacenter

[cmdb_ci_cloud_data Hosted on::Hosts [cmdb_ci_google_dat
base] acenter]
Cloud DataBase
Key Value
[cmdb_key_value]
base]
Cloud Disk Type [cmdb_ci_disk_type]

The following attributes in the Cloud Disk Type [cmdb_ci_disk_type] table
Name name
Object ID object_id
Relationships created for Cloud Disk Type
Google Datacenter
Cloud Disk Type
Hosted on::Hosts [cmdb_ci_google_dat
[cmdb_ci_disk_type]
acenter]
Cloud Disk Type Key Value

Reference
[cmdb_ci_disk_type] [cmdb_key_value]
Cloud Function [cmdb_ci_cloud_function]

The following attributes in the Cloud Function [cmdb_ci_cloud_function]

associated.
CodeSha256 codesha256
Function Last Modified function_last_modified
Language language
Name name
Object ID object_id
Version version
Relationship created for Cloud Function
Cloud Function Google Datacenter

[cmdb_ci_cloud_funct Hosted on::Hosts [cmdb_ci_google_dat
ion] acenter]
Cloud Function
Key Value
[cmdb_ci_cloud_funct Reference
[cmdb_key_value]
ion]

Name name
Object ID object_id

associated.
Relationship created for Cloud Load Balancer
Cloud Load Balancer Google Datacenter

[cmdb_ci_cloud_load Hosted on::Hosts [cmdb_ci_google_dat
_balancer] acenter]
Cloud Load Balancer

Key Value
[cmdb_key_value]
_balancer]
Cloud Load Balancer Health Service [cmdb_ci_lb_health_service]

The following attributes in the Cloud Load Balancer Health Service
[cmdb_ci_lb_health_service] table are populated by collected data:
Healthy threshold healthy_threshold
Interval in seconds check_interval_sec
Monitor type protocol monitor_type
Name name
Object ID object_id
Port port
Request path request_path
Timeout in seconds timeout_sec
Unhealthy threshold unhealthy_threshold

associated.
Relationship created for Cloud Load Balancer Health Service
Cloud Load Balancer Cloud Service

Health Service Account
Hosted on::Hosts
[cmdb_ci_lb_health_s [cmdb_ci_cloud_servi
ervice] ce_account]
Cloud Load Balancer

Cloud Load Balancer
Health Service Contains::Contained
[cmdb_ci_cloud_load
[cmdb_ci_lb_health_s by
_balancer]
ervice]

[cmdb_ci_nic] table are populated by collected data:
Name name
Object ID object_id
Relationship created for Cloud Mgmt Network Interface
Cloud Mgmt
IP Address
Network Interface Owns::Owned by
[cmdb_ci_nic]


associated.
Name name
Object ID object_id
Cloud Service
Cloud Network Account
Hosted on::Hosts
[cmdb_ci_network] [cmdb_ci_cloud_servi
ce_account]
Cloud Subnet
[cmdb_ci_cloud_subn
et]
Network ACL
[cmdb_ci_network_acl
]
Cloud Object Storage [cmdb_ci_cloud_object_storage]

The following attributes in the Cloud Object Storage
[cmdb_ci_cloud_object_storage] table are populated by collected
data:
Cloud Provider cloud_provider
Name name
Object ID object_id
Service Name service_name

associated.
Relationship created for Cloud Object Storage
Cloud Object Storage Google Datacenter

[cmdb_ci_cloud_obje Hosted on::Hosts [cmdb_ci_google_dat
ct_storage] acenter]
Cloud Object Storage

Key Value
[cmdb_ci_cloud_obje Reference
[cmdb_key_value]
ct_storage]
Cloud Organizations [cmdb_ci_cloud_org]

The following attributes in the Cloud Organizations [cmdb_ci_cloud_org]
Name name
Object ID object_id
Time time
Relationship created for Cloud Organizations
Google
Cloud Organizations Contains::Contained
Organization Folder
[cmdb_ci_cloud_org] by
[cmdb_ci_gcp_folder]

data:

associated.
Name name
Object ID object_id

Name name
CIDR cidr
Object ID object_id
Relationships created for Cloud Subnet
Cloud Subnet Kubernetes Cluster

Contains::Contained
[cmdb_ci_cloud_subn [cmdb_ci_kubernetes_
by
et] cluster]
Cloud Subnet
Key Value
[cmdb_key_value]
et]

associated.

data:
Name name
Object ID object_id
Relationships created for Compute Security Group
Compute Security Cloud Service

Group Account
Hosted on::Hosts
[cmdb_ci_compute_s [cmdb_ci_cloud_servi
ecurity_group] ce_account]
Compute Security
Group Key Value
Reference
[cmdb_ci_compute_s [cmdb_key_value]
ecurity_group]

Command command
Container created container_created_at
Image id image_id
Name name

associated.
Status status

Image id image_id
Name name
Google Datacenter [cmdb_ci_google_datacenter]

The following attributes in the Google Datacenter
[cmdb_ci_google_datacenter] table are populated by collected data:
Name name
Object ID object_id
Region region
Relationships created for Google Datacenter
Google Datacenter Availability Zone

Contains::Contained
[cmdb_ci_google_dat [cmdb_ci_availability_
by
acenter] zone]

associated.
Cloud Service
Google Datacenter
Account
[cmdb_ci_google_dat Hosted on::Hosts
acenter]
ce_account]
Google Organization Folder [cmdb_ci_gcp_folder]

The following attributes in the Google Organization Folder
[cmdb_ci_gcp_folder] table are populated by collected data:
Name name
Object ID object_id
Parent Id parent_id
Parent Type parent_type
Google Organization Project [cmdb_ci_gcp_project]

The following attributes in the Google Organization Project
[cmdb_ci_gcp_project] table are populated by collected data:
Name name
Object ID object_id

associated.
Parent parent_ci
Parent Id parent_id
Parent Type parent_type
Project Id project_id
Time time
Relationships created for Google Organization Project
Google Organization
Google
Project
Reference Organization Folder
[cmdb_ci_gcp_project
[cmdb_ci_gcp_folder]
]
Google Organization
Project Cloud Organizations
Reference
[cmdb_ci_gcp_project [cmdb_ci_cloud_org]
]

Local Storage GB local_storage_gb
Memory MB memory_mb
Name name
Object ID object_id
vCPUs vcpus

associated.
Hardware Type Google Datacenter

[cmdb_ci_compute_t Hosted on::Hosts [cmdb_ci_google_dat
emplate] acenter]
Name name
Object ID object_id
Relationships created for Image
Cloud Service
Image
Account
[cmdb_ci_os_templat Hosted on::Hosts
e]
ce_account]
Image
Key Value
[cmdb_ci_os_templat Reference
[cmdb_key_value]
e]
IP Address [cmdb_ci_ip_address]

associated.
Name name

Key key
Value value

Name name
Kubernetes Cluster Google Datacenter

[cmdb_ci_kubernetes_ Hosted on::Hosts [cmdb_ci_google_dat
cluster] acenter]

cluster] node]

associated.

Contains::Contained
by
cluster] pod]
Kubernetes
Kubernetes Cluster
cluster]
namespace]

Contains::Contained
by
cluster] service]
Kubernetes Cluster
Key Value
[cmdb_key_value]
cluster]

data:
Available Replicas available_replicas
Desired Replicas desired_replicas
Kubernetes Cluster cluster
Name name
Namespace namespace
Total Replicas total_replicas
Unavailable Replicas unavailable_replicas

associated.
Updated Replicas updated_replicas
Relationships created for Kubernetes Deployment
Kubernetes
Kubernetes Cluster
Deployment
cluster]
deployment]
Kubernetes
Kubernetes Cluster
Deployment
Reference [cmdb_ci_kubernetes_
cluster]
deployment]
Kubernetes
Deployment Key Value
Reference
[cmdb_ci_kubernetes_ [cmdb_key_value]
deployment]

data:
Name name
Namespace namespace

associated.
Relationship created for Kubernetes Namespace
Kubernetes
Namespace Key Value
Reference
[cmdb_ci_kubernetes_ [cmdb_key_value]
namespace

Name name
Namespace namespace
Relationships created for Kubernetes Node
Kubernetes Node Google Datacenter

[cmdb_ci_kubernetes_ Hosted on::Hosts [cmdb_ci_google_dat
node] acenter]
Kubernetes Node Kubernetes Cluster

[cmdb_ci_kubernetes_ Reference [cmdb_ci_kubernetes_
node] cluster]
Kubernetes Pod [cmdb_ci_kubernetes_pod


associated.
Name name
Namespace namespace
Resource version resource_version
Relationships created for Kubernetes Pod

Contains::Contained
by
pod] ge]
Kubernetes Pod Kubernetes Volume

Contains::Contained
by
pod] volume]

Contains::Contained
by
pod] tainer]
Kubernetes Pod
Key Value
[cmdb_key_value]
pod]
Kubernetes ReplicaSet [cmdb_ci_kubernetes_replicaset]

The following attributes in the Kubernetes ReplicaSet
[cmdb_ci_kubernetes_replicaset] table are populated by collected
data:
Desired Replicas desired_replicas

associated.
Name name
Namespace namespace
SelfLink self_link
Total Replicas total_replicas
Relationships created for Kubernetes ReplicaSet
Kubernetes ReplicaSet Kubernetes Cluster

[cmdb_ci_kubernetes_ Hosted on::Hosts [cmdb_ci_kubernetes_
replicaset] cluster]

Kubernetes ReplicaSet
Key Value
[cmdb_key_value]
replicaset]

Name name

associated.
Namespace namespace
Relationship created for Kubernetes Service
Kubernetes Service
Key Value
[cmdb_key_value]
service]
Kubernetes Volume [cmdb_ci_kubernetes_volume]

The following attributes in the Kubernetes Volume
[cmdb_ci_kubernetes_volume] table are populated by collected data:
Mount Path mount_path
Name name
Namespace namespace
Volume ID volume_id
Load Balancer Pool [cmdb_ci_lb_pool]

The following attributes in the Load Balancer Pool [cmdb_ci_lb_pool]
Name name
Object ID object_id

associated.
Relationships created for Load Balancer Pool
Google Datacenter
Load Balancer Pool
[cmdb_ci_lb_pool]
acenter]
Load Balancer Pool

Load Balancer Pool Member
Owns::Owned by
[cmdb_ci_lb_pool] [cmdb_ci_lb_pool_me
mber]
Load Balancer Pool Key Value

Reference
[cmdb_ci_lb_pool] [cmdb_key_value]
Load Balancer Pool Member [cmdb_ci_lb_pool_member]

The following attributes in the Load Balancer Pool Member
[cmdb_ci_lb_pool_member] table are populated by collected data:
Name name
Object ID object_id
Load Balancer Service [cmdb_ci_lb_service]

The following attributes in the Load Balancer Service
[cmdb_ci_lb_service] table are populated by collected data:
Listener Protocol listener_protocol
Name name

associated.
Object ID object_id
Port port
Relationships created for Load Balancer Service
Load Balancer Service Contains::Contained Load Balancer Pool

[cmdb_ci_lb_service] by [cmdb_ci_lb_pool]
Cloud Load Balancer

Load Balancer Service
Hosted on::Hosts [cmdb_ci_cloud_load
[cmdb_ci_lb_service]
_balancer]
Network ACL [cmdb_ci_network_acl]

The following attributes in the Network ACL [cmdb_ci_network_acl] table
Name name
Object ID object_id
Relationships created for Network ACL
Network ACL Network ACL Rule

Contains::Contained
[cmdb_ci_network_acl [cmdb_ci_network_acl
by
] _rule]
Network ACL
Key Value
[cmdb_ci_network_acl Reference
[cmdb_key_value]
]

associated.
Network ACL Rule [cmdb_ci_network_acl_rule]

The following attributes in the Network ACL Rule
[cmdb_ci_network_acl_rule] table are populated by collected data:
Allow Deny allow_deny
Allowed\Denied Traffic allowed_denied_traffic
Destination Ranges destination_ranges
Name name
Outbound is_outbound
Source Ranges source_ranges
Target Tags target_tags
Relationship created for Network ACL Rule
Network ACL Rule

Key Value
[cmdb_ci_network_acl Reference
[cmdb_key_value]
_rule]
The following attribute in the Server [cmdb_ci_server] table is populated
by collected data:
Name name
Operating System os

associated.
Virtual Machine
e]
Server IP Address
Owns::Owned by

Reference
Server Key Value

Reference
populated by collected data when the Software Asset Management
(SAM) application isn't installed:
Key key
Name name
Version version

associated.
Software Instance
Software
[cmdb_ci_spkg]
nce]

table are populated by collected datawhen the SAM application is
installed:
Last scanned last_scanned
Publisher publisher
Version version
Relationship created for Software Installation
Software Installation Server

Reference
[cmdb_sam_sw_install] [cmdb_ci_server]
Software Instance [cmdb_software_instance]

[cmdb_software_instance] table are populated by collected datawhen
the SAM application isn't installed:

associated.
Name name
Software Instance
Server
[cmdb_ci_server]
nce]
Storage Mapping [cmdb_ci_storage_mapping]

The following attributes in the Storage Mapping
[cmdb_ci_storage_mapping] table are populated by collected data:
Mapping Type mapping_type
Name name
Object ID object_id

Name name

associated.
Object ID object_id
State state
Storage type storage_type
Volume ID volume_id
Storage Volume Google Datacenter

[cmdb_ci_storage_vol Hosted on::Hosts [cmdb_ci_google_dat
ume] acenter]
Storage Volume
Key Value
[cmdb_key_value]
ume]
Storage Volume Snapshot [cmdb_ci_storage_vol_snapshot]

The following attributes in the Storage Volume Snapshot
[cmdb_ci_storage_vol_snapshot] table are populated by collected data:
Name name
Object ID object_id
Parent ID parent_id

associated.
Size (GB) size
State state
Volume Name volume_name
Relationships created for Storage Volume Snapshot
Storage Volume
Google Datacenter
Snapshot
acenter]
_snapshot]
Storage Volume
Snapshot Key Value
Reference
[cmdb_ci_storage_vol [cmdb_key_value]
_snapshot]

CPUs cpus
Disks disks
Disks size (GB) disks_size
Memory (MB) memory
Name name
Network adapters nics

associated.
Object ID object_id
State state
Virtual Machine
Hardware Type
[cmdb_ci_compute_t
emplate]
e]
Virtual Machine
Cloud Subnet
[cmdb_ci_cloud_subn
et]
e]
Virtual Machine
Google Datacenter
Instance
[cmdb_ci_vm_instanc
acenter]
e]
Virtual Machine
Cloud Mgmt
Network Interface
[cmdb_ci_nic]
e]
Virtual Machine
Storage Mapping
[cmdb_ci_storage_ma
pping]
e]
Image
Virtual Machine Provisioned
[cmdb_ci_os_templat
Instance From::Provisioned
e]

associated.

[cmdb_ci_vm_instanc
e]
Virtual Machine
Block Endpoint
[cmdb_ci_endpoint_bl
ock]
e]
Virtual Machine Google Organization

Instance Project
Hosted on::Hosts
[cmdb_ci_vm_instanc [cmdb_ci_gcp_project
e] ]
Virtual Machine
Instance Key Value
Reference
e]
VNIC Endpoint [cmdb_ci_endpoint_vnic]

The following attributes in the VNIC Endpoint [cmdb_ci_endpoint_vnic]
Host host
Name name
Object ID object_id
Relationship created for VNIC Endpoint
VNIC Endpoint Implement End Point Cloud Mgmt

[cmdb_ci_endpoint_v To::Implement End Network Interface
nic] Point From [cmdb_ci_nic]

associated.
Service Graph Connector for Infoblox (1.1.0)

Use the Service Graph Connector for Infoblox to pull data from an
Infoblox instance into your ServiceNow instance.
Supported versions
• Supported versions: Infoblox API v2.11.2
• San Diego
• Tokyo
• Utah
• Vancouver
Use cases
Connector for Infoblox for different ServiceNow® applications:
• Configure the Infoblox connection for connecting to an Infoblox

instance.
• Create IP address management (IPAM) tasks when subnets are added

or deleted.
• Schedule periodic synchronization of IPAM CIs by configuring

scheduled data imports jobs.
• View imported IPAM CIs and IPAM tasks.

associated.
Guided setup
The guided setup for the Service Graph Connector for Infoblox provides
Note: Users with the import_scheduler and import_admin roles

can modify the scripts in scheduled imports and potentially
escalate their privilege to admin. So, be careful when granting the
import_scheduler and import_admin roles to any users.
or a specific integration run. For more details about monitoring Infoblox
Data mapping
Data from the Infoblox data source is mapped and transformed into
the ServiceNow CMDB configuration item (CI) class definitions using the
to pull data periodically from Infoblox.
The following data sources are included for the Infoblox app:
SG-Infoblox IP Pool
Imports all the IP pools, networks, and subnets from the Infoblox
instance, loads the imported data in the SG-Infoblox IP Address
[sn_infoblox_integ_sg_infoblox_ip_address] staging table, and then
populates the IP Pool [cmdb_ci_ip_pool] target table.

associated.
SG-Infoblox IP Address
Imports all the IPv4 and IPv6 data from Infoblox instance,
loads the imported data in the SG Infoblox Connection
[sn_infoblox_integ_sg_infoblox_connection] staging table, and then
populates the Allocated IP Address [cmdb_ci_allocated_ip_address], IP
Network Subnet [cmdb_ci_ip_network_subnet], and Managed Network
[cmdb_ci_managed_network] target tables.
SG-Infoblox DNS Alias
Imports all the DNS aliases from the Infoblox instance,

loads the imported data in the SG-Infoblox DNS Alias
[sn_infoblox_integ_sg_infoblox_dns_alias] staging table, and then
populates the DNS Alias [cmdb_ci_dns_alias] target table.
Infoblox, see CMDB classes targeted.
Pull in data from Infoblox into your CMDB.
Before you begin

installed.
installed.


Request Discovery.

installed.


associated.

for Infoblox, then don’t migrate data from the old connector. You
must uninstall the previous version and run the new integration.
Procedure

Connector for Infoblox application by using the application picker.
2. Navigate to All > Service Graph Connectors > Infoblox > Setup.
4. Configure the authentication credentials and HTTP connection

details for sending requests to the Infoblox API.
a. Configure your Infoblox authentication credentials.
a. In the Configure the connection section of the Service Graph

Connector for Infoblox page, select Get Started.
b. For the Configure Infoblox authentication credentials task,

select Configure to open the Basic Auth Credentials page
opens in a new browser tab..
For example, Infoblox Credential.
d. In the User name field, enter the user name that is used
to authenticate the HTTP request when this authentication
profile is enabled.

associated.
e. In the Password field, enter the password for the user name
that is used to authenticate the HTTP request.
f. Click Update to return to the guided setup page.
g. Set the Configure Infoblox authentication credentials task to

b. Configure the Infoblox connection settings.
a. For the Configure Infoblox HTTP connection task, select

Configure to open the HTTP(s) Connection page in a new
browser tab.
b. Review the fields and in the Name field and enter the
Infoblox instance name.
c. Use the URL builder to build the connection string or in the

Connection URL field, enter the Infoblox base URL in the
following format: https://<base-URL>.
d. In the api_version field of the Attributes section, enter the

version of WAPI you’re using.
e. In the network_view field of the Attributes section, enter the

network views for which data is to be imported.
For multiple views, separate the views with commas. For

example: view1,view2. If you leave this field empty, the
data sources import data from all the network views.
f. Click Update to return to the guided setup page.
g. Set the Configure Infoblox HTTP connection task to complete

by clicking Mark as Complete.
For more information about the Infoblox API, see the Infoblox
Developer documentation.
c. Configure the connection properties.
a. For the Configure connection properties task, select

Configure to open the Service Graph Connections page in
a new browser tab.

associated.
b. To review and modify the property details, click a property

from the Property column in the Service Graph Connection
Properties related list.
c. Click Update on the Service Graph Connection Properties

page.
d. Click Update on the Service Graph Connections page to

return to the guided setup page.
e. Set the Configure connection properties task to complete by

d. Test the Infoblox API connection to import data from the Infoblox
application.

Connector for Infoblox page, select Continue.
b. For the Test the connection task, select Configure to open

the Service Graph Connections page in a new browser tab.
c. Click Test Connection.
d. When the Status field is set to Success, select Update to close

the Test the connection dialog box and return to the guided
setup page.
If any of the tests have errors, follow the suggestions for

remediation.
e. Set the Test the connection task to complete by clicking

Mark as Complete.
5. Configure the IP address management tasks and user groups.
a. Enable properties to create an IP address management task

when deleting or inserting a network.
a. In the Configure IP address management tasks section of

the Service Graph Connector for Infoblox page, select Get
Started.
b. For the Enable creating a task task, select Configure to open

the Enable create Task page in a new browser tab.

associated.
c. Select the check box for the Create a task when a network is
deleted and Create a task when a network is inserted fields
to enable properties for creating IP address management
tasks when deleting and inserting a network, respectively.
d. Click Save.
e. Close the Enable create Task page tab and return to the
guided setup page.
f. Set the Enable creating a task task to complete by clicking

Mark as Complete.
b. Configure the user group for IP address management tasks.
a. For the Configure the user group for IP address management

tasks task, select Configure to open the SG Infoblox
Connection page in a new browser tab.
b. In the Connection alias field, review and change the

connection alias.
c. In the Task user group field, change the assignment group for
the connection alias.
Note: By default, the user group for the IP address
management tasks is assigned to the IP Address
Management user group. To change the default
assignment group, change the task user group for the
connection alias.
d. Click Update to return to the guided setup page.
e. Set the Configure the user group for IP address management

tasks task to complete by clicking Mark as Complete.
6. Configure the scheduled jobs to import data from the Infoblox

application.
a. In the Set up scheduled import jobs section of the Service Graph

Connector for Infoblox page, select Get started.
b. For the Configure the scheduled jobs task, select Configure to

open the Scheduled Data Imports page in a new browser tab.

associated.
c. From the Name column, select the scheduled job that you want
to activate.
scheduled job.
import.
g. Close the Scheduled Data Imports page tab and return to the
guided setup page.
h. Set the Configure the scheduled jobs task to complete by

clicking Mark as Complete in the guided setup.
to pull data periodically from Infoblox. The data is saved in tables that
Allocated IP Address [cmdb_ci_allocated_ip_address]

The following attributes in the Allocated IP Address
[cmdb_ci_allocated_ip_address] table are populated by collected data:
Managed Network managed_network
Is Broadcast is_broadcast
Is Conflict is_conflict
Is DHCP is_dhcp
Is DNS is_dns
Is Managed is_managed

associated.
Is Reserved is_reserved
Name name
Relationship created for Allocated IP Address
Allocated IP Address Managed Network

[cmdb_ci_allocated_i Reference [cmdb_ci_managed_
p_address] network]
IP Network Subnet [cmdb_ci_ip_network_subnet]

The following attributes in the IP Network Subnet
[cmdb_ci_ip_network_subnet] table are populated by collected data:
Name name
Parent Pool parent_pool
CIDR cidr
Relationship created for IP Network Subnet
IP Network Subnet Allocated IP Address

[cmdb_ci_ip_network_ Members::Member of [cmdb_ci_allocated_i
subnet] p_address]
IP Pool [cmdb_ci_ip_pool]
The following attributes in the IP Pool [cmdb_ci_ip_pool] table are

associated.
Name name
Parent Pool parent_pool
CIDR cidr
Managed Network [cmdb_ci_managed_network]

The following attribute in the Managed Network
[cmdb_ci_managed_network] table is populated by collected data:
Name name
DNS Alias [cmdb_ci_dns_alias]

The following attributes in the DNS Alias [cmdb_ci_dns_alias] table is
Name name
Service Graph Connector for Microsoft Intune (2.3.0)

Use the Service Graph Connector for Microsoft Intune to pull data from
the Microsoft Intune application into your ServiceNow instance.
The Service Graph Connector for Microsoft Intune pulls data from mobile
devices, computers and software applications into the ServiceNow®
Configuration Management Database (CMDB) application. The
integration provides greater visibility into mobile devices, computers and
related software applications that run on them.

associated.
Supported versions
• Microsoft Intune Graph API v1.0
• Microsoft Intune Graph API Beta
• San Diego
• Tokyo
• Utah
• Vancouver
Use Cases
Connector for different ServiceNow® applications:
• IT Operations Management (ITOM) Visibility
• Detailed hardware and application inventory for Android, Apple, and

Windows mobile devices. The inventory can be used with or without
Software Asset Management (SAM).
• Compliance tracking for mobile devices. You can build your own
device (BYOD) or use corporate-owned devices.
• IT Service Management (ITSM)
• Incidents, problems, and changes on discovered configuration items

(CI).
• Ownership tracking and assignment for mobile devices.

associated.
You can also do the following types of administrative actions:
• Device Management: You can locate, wipe, or retire a device. You

can report on various aspects of the device.
• Integration with Azure Monitor: Delta notification.
Guided Setup
The guided setup for the Service Graph Connector for Microsoft Intune
CMDB Integration Dashboards
Intune integrations in the CMDB Integrations Dashboard, see Using the
Data Mappings
Data from data sources in the Microsoft Intune application is mapped

and transformed into the ServiceNow CMDB Configuration Item (CI) class
(IRE).
The Microsoft Intune data sources include:
• SG-Intune Computer
• SG-Intune Devices
• SG-Intune Software
to periodically pull data from the Microsoft Intune application.

associated.
The data is loaded into the following staging tables:
• SG-Intune Computer [sn_intune_integrat_computer]
• SG-Intune Devices [sn_intune_integrat_devices]
• SG-Intune Software [sn_intune_integrat_software]
• Computer [cmdb_ci_computer]
• Handheld Computing Device [cmdb_ci_handheld_computing]
• Serial Number [cmdb_serial number]
Note:
• To view any additional information about a handheld device or

computer, you can add the SG-Intune Device Related and SG-
Intune Computer Related related lists by configuring the Related
lists view.
• For any discovered software applications that were deleted later

in the Microsoft Intune application, the Service Graph Connector
automatically deletes the corresponding records in CMDB.
Set up authentication credentials and a scheduled job to import

Microsoft Intune data into your CMDB.

associated.
Before you begin

Subscription Unit Overview, for managed IT resources that are created
or modified in the CMDB by this Service Graph Connector but that are
not yet managed by ITOM Visibility or ITOM Discovery, these resources
will increase Subscription Unit consumption from that application. Review
Before you start the configuration process, you need to grant Graph
API permissions when the application is registered with Microsoft Intune.
When you register the application, you will get credential information
that will be needed to use the Microsoft Graph API to connect to the
Microsoft Intune REST endpoints. For more information about how to
configure the permissions, see the Service Graph Connector for Microsoft
Intune - Troubleshooting connection issues blog post on ServiceNow
Community.

installed.
installed.
• Datastream Action plugin (com.glide.hub.action_type.datastream),

which is automatically installed.

Request Discovery.
Starting with Service Graph Connector for Microsoft Intune version 2.1.1, a
new feature introduces support for Multi-instance, which is the ability for
SG-Intune to connect to and import data from multiple Microsoft Intune
instances. This feature involves dynamically creating data sources and
scheduled imports, thus requires the granting of additional permissions.
Additional steps have been added in the guided setup to perform these
steps.

associated.
Procedure
1. Navigate to All > Service Graph Connector for Microsoft Intune >
Setup.
2. On the Getting Started page, select Get started.
3. Configure the credentials.
a. On the Service Graph Connector for Microsoft Intune page, in

the Configure the connection section, select the task Configure
credentials.
b. On the next page, in the Configure credentials task section, click

Configure.

Edit Connection form
Field Description
Name of the Microsoft Intune

Connection Name application. This field is
automatically set.

connection.
Microsoft Intune application,
Connection URL
enter the connection URL in
one of the following formats:
• Global

associated.
Field Description
https://graph.micros
oft.com
• US Government
oft.us
• China
https://microsoftgra
ph.chinacloudapi.cn
• Germany
https://graph.clouda
pi.de/
The client ID of the Microsoft

OAuth Client ID
Intune application.
The client secret of the

OAuth Client Secret
Microsoft Intune application.
Callback URL for the provider.

• Global
OAuth Token URL https://login.micros

oftonline.com/<tenan
tid>/oauth2/v2.0/tok
en
• US Government
https://login.micros
oftonline.us/<tenant

associated.
Field Description
id>/oauth2/v2.0/toke
n
• China
https://login.partne
r.microsoftonline.cn
/<tenantid>/oauth2/v
2.0/token
• Germany
oftonline.de/<tenant
n
tenant ID of your Microsoft
Intune application.
d. Click Edit and Get OAuth Token.
e. Go back to the guided setup page and for the Configure

credentials task, click Mark as Complete.
4. (Optional) If needed, configure the MID Server.
a. In the Configure MID Server section, select Configure.
b. Select the Use MID server check box.
c. Click Update to save the record.

Note: You do not need to update the other fields.
5. Test the connection to the Microsoft Intune API.
a. In the Test the connection section, select Configure.
b. On the form, review the fields.

associated.
Data Source form
Field Description
Unique name for this data

Name
source.
Label of the table that will be

Import set table label
created for this data source.
Name of the table that will be

Import set table name
Option to set to data in single

column.
Data storage type of the data

Type
to be imported.
Application containing this

Application
record.
c. (Optional) Modify the properties in the Service Graph

Connection Properties related list of the connection record.
Note: Try to retain the default value of the software_path
property to ensure the proper retrieval of software details.
d. Click the Test Connection related link to start the testing process.
e. When the Status field is set to Success, return to the guided setup
page.
remediation.
f. In the Test the connection task section, click Mark as Complete.
6. Add multiple instances.
a. On the left sidebar, click the Add Multiple Instances icon ( ).

associated.
b. On the Service Graph Connector for Microsoft Intune page, in

the Add Multiple Instances section, select the task Update Data
Source Access.
c. In the Update Data Source Access section, select Configure.
d. To edit the record, select Global from the Scope menu.
e. Under the Application Access tab, select the Can create, Can
f. Save the record.
g. From the Scope menu, select Service Graph Connector for

Microsoft Intune.
h. In the Help task bar, click Mark as Complete.
i. Repeat these steps in the Update Scheduled data import access

table.
a. Select the Clear Cache for Datasource and Import set task then
Configure.
ource");
);
import_set");
_set");
ect");

associated.

Microsoft Intune.
8. To either add or save the connection, click Configure for the Create
or Edit connection task.
• To add a connection, select Add Connection.
• To save the edits for the existing connection, select Edit.

Note: You need to the following information from your Microsoft
Intune administrator:
• Client ID
• Client Secret
• Token URL
When a Microsoft Intune administrator registers an application,

the Client ID, Client Secret, and Token URL will be available. To
get more information about how to register an application, see
the Microsoft Intune documentation site.
a. On the form, fill in the fields or edit as needed.

Create Connection form
Field Description

Connection Name
connection.
Connection URL for the new

connection.
Connection URL
enter the connection URL in
one of the following formats:
• Global

associated.
Field Description
oft.com
• US Government
oft.us
• China
https://microsoftgra
ph.chinacloudapi.cn
• Germany
https://graph.clouda
pi.de/
OAuth Client ID Client ID for the provider.
OAuth Client Secret Client Secret for the provider.
Callback URL for the provider.

• Global
oftonline.com/<tenan
OAuth Token URL tid>/oauth2/v2.0/tok
en
• US Government
oftonline.us/<tenant
n
• China

associated.
Field Description
https://login.partne
r.microsoftonline.cn
/<tenantid>/oauth2/v
2.0/token
• Germany
oftonline.de/<tenant
n
Where <tenantid> is the tenant
ID of your Microsoft Intune
application.
b. Either add or save the connection.
• To create the new connection, select Create and Get OAuth

Tokens.
• To save the edits for the existing connection, select Edit and
Get OAuth Token.
c. Navigate back to the guided setup and click Mark as Complete.
d. (Optional) Set up the MID Server for the connection you created.
d. Click Update.
9. Configure the sets of the data sources and scheduled data imports
for the new connection.
a. In the Configure data sources and scheduled data imports

section, select Configure.

associated.
Field Description
The prefix is an identifier

that is used in all of the
data source and scheduled
import names for this distinct
Instance Prefix to Data source
SG-Intune connection. In a
and Scheduled data import
multi-instance deployment, this
sets
prefix should be a short,
meaningful identifier that
allows you to identify a set of
related data sources.
Select the connection alias

Connection and Credentials
that was created in the
Alias
previous step.
Select a user to populate the

Run Scheduled Import as User field on the scheduled data
import.
c. Click Submit then Mark as Complete.
d. Test the connection, in the Test New Connections section, by

selecting Configure.
a. Select the name of the data source associated with the

newly created connection.
b. Click the Test Connection related link to start the process.
c. Optionally modify the properties in the Service Graph

Connection Properties related list.
Microsoft Intune connection properties
The version of the Microsoft

api_version
Intune Graph API.

associated.
The path of the software

code for finding apps and
software_path associated devices or vice
versa. Leave the property
value as is.
Enable retrieving the details

of the primary user during
import and populating the
assigned_to attribute in the
records of the cmdb_ci
table by setting the property
value to true. For retrieving
the enrolled user details, set
the property value to false.
Retrieving primary user

details increases the time for
importing data because of
additional API calls.
include_primary_user_details
Note: When a user

is assigned to a device
initially, the enrolled and
primary users are same.
But if the device is
reassigned to another
user, the primary user
name is reassigned to
the new user, but the
enrolled user is still the
original enrolled user
name.
Enable retrieving the IP

addresses of devices during
import and populate
include_ip_address_details
the records in the
cmdb_ci_ip_address table
by setting the property value

associated.
to true. To skip retrieving IP
addresses, set the property
to false.
Retrieving IP addresses
increases the time for
importing data because of
additional API calls.
Note: The properties in the Service Graph Connection

Properties related list of the connection record are
modifiable. However, try to retain the default value of
the software_path property to ensure the proper retrieval
of software details.
d. When the Status field is set to Success, return to the guided

setup page.
Note: If any of the tests have errors, follow the
suggestions for remediation.
e. Return to the guided setup and click Mark as Complete for

the Test New Connections task.
a. On the left sidebar, click the Set up scheduled import jobs icon
( ).
b. On the Service Graph Connector for Microsoft Intune page,

in the Set up scheduled import jobs section, select the task
Configure the scheduled job.
c. In the Configure the scheduled import jobs task section, click

Configure.
d. Select the name of the scheduled import you want to run.
e. On the form, fill in the fields.

associated.
Field Description

Data source

specified user.

option.

concurrently.

Partition Method

Partition Size
scheduling.

performed.

performed.

Application
scheduled job.

Run
import.

associated.
Field Description

Conditional
is executed.
f. Click Execute Now then Mark as Complete.
to periodically pull data from Microsoft Intune. The data is saved in tables

Name name
Operating System os
Model ID model_id
Assigned to assigned_to
Chassis type chassis_type

associated.
Network Adapter
Computer
[cmdb_ci_computer]
apter]
Computer IP Address
Owns::Owned by
SG-Intune Computer
Computer Related
Reference
[cmdb_ci_computer] [sn_intune_integrat_co
mputer_related]
Computer Software Installation

Reference
[cmdb_ci_computer] [cmdb_sam_sw_install]
The following attributes in the Handheld Computing Device
[cmdb_ci_handheld_computing] table are populated by collected
data:
Name name
IMEI imei
MEID meid
Operating System os
Phone Number phone_number

associated.
Root Access root_access
Model ID model_id
Carrier carrier
Relationships created for Handheld Computing Device
Handheld Computing
Network Adapter
Device
[cmdb_ci_handheld_c
apter]
omputing]
Handheld Computing
Device IP Address
Owns::Owned by
[cmdb_ci_handheld_c [cmdb_ci_ip_address]
omputing]
Handheld Computing SG-Intune Device

Device Related
Reference
[cmdb_ci_handheld_c [sn_intune_integrat_de
omputing] vice_related]
Handheld Computing
Device Software Installation
Reference
[cmdb_ci_handheld_c [cmdb_sam_sw_install]
omputing]

associated.
Version version
Relationships created for Software Installation
Handheld Computing
Software Installation Device
Reference
[cmdb_sam_sw_install] [cmdb_ci_handheld_c
omputing]
Name name
Relationships created for Network Adapter
Handheld Computing
Network Adapter
Device
[cmdb_ci_handheld_c
apter]
omputing]
Network Adapter
Computer
[cmdb_ci_computer]
apter]

associated.
Owned By Configuration Item owned_by_cmdb_ci
Name name
Relationships created for IP Address
Handheld Computing
IP Address Device
Reference
[cmdb_ci_ip_address] [cmdb_ci_handheld_c
omputing]
IP Address Computer
Reference
[cmdb_ci_ip_address] [cmdb_ci_computer]
Valid valid
Handheld Computing
Serial Number Device
Reference
[cmdb_serial_number] [cmdb_ci_handheld_c
omputing]

associated.
Serial number Computer

Reference
[cmdb_serial_number] [cmdb_ci_computer]
The following attributes in the SG-Intune Computer Related
[sn_intune_integrat_computer_related] table are populated by collected
data:
Device ID device_id
Azure AD Registered azure_ad_registered
Compliance State compliance_state
Device Enrollment Type device_enrollment_type
Email Address email_address
Encrypted is_encrypted
Managed Device Owner Type managed_device_owner_type
Management Agent management_agent
Supervised is_supervised
The following attributes in the SG-Intune Device Related
[sn_intune_integrat_device_related] table are populated by collected
data:
Device ID device_id
Azure AD Registered azure_ad_registered
Compliance State compliance_state
Device Enrollment Type device_enrollment_type

associated.
Email Address email_address
Encrypted is_encrypted
Managed Device Owner Type managed_device_owner_type
Management Agent management_agent
Supervised is_supervised
Key key
Name name
Version version
Software Instance
Software
[cmdb_ci_spkg]
nce]
Name name

associated.
Relationships created for Software Instance
Handheld Computing
Software Instance
Device
[cmdb_ci_handheld_c
nce]
omputing]
Software Instance
Computer
[cmdb_ci_computer]
nce]
Service Graph Connector for Jamf (2.12.0)

Use the Service Graph Connector for Jamf to pull data from Jamf into
your ServiceNow instance.
The Service Graph Connector for Jamf pulls data from computers,
disks, networks, and software into the ServiceNow® Configuration
Management Database (CMDB) application.
Supported versions
• Jamf API v2.1.0
• Jamf Pro API 10.28.0
• Jamf Pro 10.35.0
• San Diego

associated.
• Tokyo
• Utah
Use Cases
Connector for different ServiceNow® applications:
• Detailed hardware and software inventory tracking for macOS

hardware and apps. The tracking can be done with or without
• Detailed hardware and software inventory tracking for hardware and

apps for both iPhones and iPads. The tracking can be done with or
without Software Asset Management (SAM).
• Compliance tracking for mobile devices and end-user computers.
• Duplicate data detection on imports to improve performance of

nightly imports.
• Software Asset Management (SAM) and IT Asset Management (ITAM)
• Software package and installation tracking.
• License reclamation by detecting removed software.
• Software Usage tracking.

(CI).
• Automatic ownership assignment based on top users.
Guided Setup
The guided setup for the Service Graph Connector for Jamf provides

associated.
or a specific integration run. For more details about monitoring Jamf
Data mapping
Data from the Jamf data source is mapped and transformed into the
to periodically pull data from Jamf.
The data is loaded into the following tables:
• SG-Jamf Computers [sn_jamf_integrate_sg_jamf_computers] staging

table
• SG-Jamf Lookup Mac Software Bundle Ids

[sn_cmdb_int_util_mac_software_bundleid_lookup] table. If you want
to view the publisher information for applications installed on Mac
devices, run this table before running SG-Jamf Computers or SG-Jamf
Mobile Devices.
• SG-Jamf Mobile Devices [sn_jamf_integrate_sg_jamf_mobile_devices]

table
• SG-Jamf Remove Computers Software

[sn_jamf_integrate_jamf_remove_software] table
Note: Removes the imported computer software data that were
later deleted from the source.

associated.
• SG-Jamf Remove Mobile Software

[sn_jamf_integrate_remove_mobile_software] table
Note: Removes the imported mobile software data that were later
deleted from the source.
• SG-Jamf Software Usage [sn_jamf_integrate_jamf_software_usage]

table
• Handheld Computing device [cmdb_ci_handheld_computing]
• Printer [cmdb_ci_printer]
• Serial Number [cmdb_serial_number]
• Software Usage [samp_sw_usage]

associated.
Note: For the Computer [cmdb_ci_computer] and Handheld

Computing device [cmdb_ci_handheld_computing] data sources,
if you created multiple Jamf instances and want to know where
the CIs originated from, you can identify the origins from the Key
and Value columns. Additionally, you can view the Jamf Extension
Attributes [sn_jamf_integrate_extension_attribute] and Most recent
discovery [last_discovered] fields in both data sources. If you want
to configure multiple instances, follow the steps in Configure guided
setup in step 4.
Set up authentication credentials and scheduled jobs to import Jamf

data into your CMDB.
Before you begin

or modified in the CMDB by this Service Graph Connector, but that are

installed.
installed.
• ITOM Licensing plugin (com.snc.itom.license). An unlicensed plugin that

contains computation logic for SU consumption as necessary. For more
information, see Request Discovery.
• Jamf Classic API version 10.x.
• To access Jamf data: API user with read-only access to Jamf database.

associated.
Procedure
1. Navigate to All > Service Graph Connectors > Jamf > Setup.
2. On the Getting Started page, select Get started.
3. Configure the connection.
a. On the Service Graph Connector for Jamf page, in the Configure

the properties section, select the task Configure transform JSON
max partial length.
b. On the next page, in the Configure transform JSON max partial

length section, select Configure and do the following:
a. Change the scope to Global.
b. To create a new system property, select New.
c. In the Name field, enter com.glide.transform.json.max-

partial-length.
d. Set the Value field with 65536.

Note: The Value field is required for the transform to
work.
c. Filter the personal applications.

Note: By default, the SG-Jamf imports all application
records. To import only managed application records, set
the sn_jamf_integrate.import_managed_apps_only property
value to true.

associated.
a. In the Filter personal applications section, select Configure.
b. Select the name of the property.
c. In the Value field, update the value from false to true.
d. Enable the Jamf proAPI property.
a. In the Enable Jamf proAPI property section, click Configure.
b. Select the Use Jamf Pro API and Jamf Pro 10.35 or higher
check box as needed.
Note: If you are using Jamf Pro 10.35 or higher, then
you must select the Jamf Pro 10.35 check box to avoid
generating errors.
c. Click Update.
Note: When you configure the Jamf HTTP connection,
ensure that the Base Path field is cleared so that you can
set up the endpoint URL for the Jamf proAPI property.
e. Configure the Jamf authentication credentials.
a. In the Configure Jamf authentication credentials section,

click Configure.

Basic Auth Credentials form
Field Description
Descriptive name of
Name this authentication
configuration.
User name that is used

User name to authenticate the HTTP
request when this Basic

associated.
Field Description
authentication profile is
enabled.
Note: The Jamf
user must have a role
with read privileges for
Computers so that the
integration can pull
computer data.
Password that is used

to authenticate the HTTP
Password request when this Basic
authentication profile is
enabled.
Note: The Jamf user must have a role with read

privileges for Computers to pull computer data and
Mobile Devices so the integration can pull mobile device
data.
c. Click Update if necessary then Mark as Complete.
f. Configure the Jamf HTTP connection.
a. In the Configure Jamf HTTP connection section, click

Configure.

Field Description
Option to select a MID

Server that sends this HTTP
Use MID server connection. Using a MID
Server is not compatible with
mutual authentication.

associated.
Field Description
Target host value used

by the connection. The
Connection URL will
hostname.
Host Note: Update the
Host field with a
Jamf base URL or IP
address. For example,
demojamfhost.com or
127.0.0.1.
Credential value used by this

Credential
connection.
Connection value that is

Connection alias used to refer to the
connection.
URL builder that is used to

URL builder
build the connection URL.

connection. You can either
Connection URL manually enter a URL or use
the URL builder to build the
connection string.
Option to set the connection

with mutual authentication.

the connection.
Note: Update the
Protocol
Protocol field if you
are using anything other
than https.

associated.
Field Description

Active
connection.

Domain
connection.

by the connection.
Base path for HTTP(s)

connection.
Note: You do
not need to update
this field. This field is
automatically set to /
Base path JSSResource. If you are
upgrading the Service
Graph Connector for
Jamf and want to
use the Jamf proAPI
property, then you must
clear this field.
c. Click Update if necessary then Mark as Complete.
g. Test the connection.
a. In the Test the connection section, click Configure.
b. Review the fields on the form.

Data Source form
Field Description

Name
source.

associated.
Field Description
Label of the import set table

Import set table label that this data source will
produce.
Name of the table that will

Import set table name be created for this data
source.
Data storage type of the

Type
data to be imported.
Option to set the data in a

single column.

Application
record.

Data Loader
import set table.
c. Test the connection by clicking the Test Load 20 Records

related link.
Testing the connection may take a few moments. The page

is refreshed to show the test results.
Note: The connection is successful if the HTTP Status

is 200. If there is anything displayed in the Error Code
and Error Message fields, then the connection failed and
further troubleshooting is required. Do not click Load All
Records during this setup.

this step.

associated.
b. On the Service Graph Connector for Jamf page, under the Add
Multiple Instances section, select the Update Data Source Access
task.

select Configure.
g. Save the record.
h. From the Scope menu, select Service Graph Connector for Jamf.

table.
5. Add another connection.

Note: Change the scope to Service Graph Connector for Jamf,
otherwise you will be unable to load the additional connections.
a. Under the Add Another Connection section, click Configure.

Connection form
Field Description

Connection Name
connection.

associated.
Field Description

Connection URL
connection.
User name credential for the

User name
new connection.
Password credential for the

Password
new connection.
d. Click Update.
g. If needed, enable the Jamf proAPI property for the connection

you created.
a. In the Enable Jamf proAPI property section, click Configure.
b. For the connection you created, under the Use JAMF Pro API
column, change the value from false to true.
h. Test the new connections.
a. In the Test New Connections section, click Configure.
b. Select the name of the connection you want to test.
c. To validate the data source configuration, click the Test Load

20 Records button.

associated.

Jamf connection that you must fix.
d. When you're finished, click Mark as Complete.
a. On the left side bar, select the set up scheduled import jobs icon
( ).
b. On the Service Graph Connector for Jamf page, in the Set

up scheduled import jobs section, select the task Configure the
scheduled job.
c. In the Configure the scheduled job task section, click Configure.
d. Select the name of the scheduled job that you want to activate.
e. Review the pre-populated fields on the Scheduled Data Import

form.
Note: By default, the SG-Jamf Mobile Devices scheduled
job is automatically set as Active and runs SG-Jamf
Computer as a parent.
Field Description

Data Source

specified user.

option.

associated.
Field Description

concurrently.

Partition Method

Partition Size
scheduling.

performed.

performed.

Application
scheduled job.

Run
import.

Conditional
is executed.
f. Click Execute Now and repeat these steps for the other imports if
needed.
g. In the Configure the scheduled job task section, click Mark as

Complete.
to periodically pull data from Jamf. The data is saved in tables that


associated.
Name name
CPU count cpu_count
CPU name cpu_name
CPU type cpu_type
Most recent discovery last_discovered
OS Service Pack os_service_pack
RAM (MB) ram
Model ID model_id
Operating System os

associated.
Network Adapter
Computer
[cmdb_ci_computer]
apter]
Computer IP Address
Owns::Owned by
Computer Contains::Contained
Disk [cmdb_ci_disk]
[cmdb_ci_computer] by
Computer Key Value

Reference
SG-Jamf Extension
Computer Attributes
Reference
[cmdb_ci_computer] [sn_jamf_integrate_ext
ension_attributes]
collected data:
Computer computer
Model ID model_id
Name name

associated.
Computer
Disk [cmdb_ci_disk] Reference
[cmdb_ci_computer]
data:
Carrier carrier
Name name
Disk spae (GB) disk_space
ICCID iccid
IMEI imei
MEID meid
Operating System os
Model ID model_id

associated.
Relationships created for Handheld Computing Device
Handheld Computing
Network Adapter
Device
[cmdb_ci_handheld_c
apter]
omputing]
Handheld Computing
Device IP Address
Owns::Owned by
[cmdb_ci_handheld_c [cmdb_ci_ip_address]
omputing]
Handheld Computing
Device Key Value
Reference
[cmdb_ci_handheld_c [cmdb_key_value]
omputing]
Handheld Computing SG-Jamf Extension

Device Attributes
Reference
[cmdb_ci_handheld_c [sn_jamf_integrate_ext
omputing] ension_attributes]
Name name
Nic nic

associated.
Network Adapter
IP Address
apter]
Key key
Value value
Name name
Discovery Source discovery_source
Relationships created for Network Adapter
Network Adapter
Computer
[cmdb_ci_computer]
apter]
Handheld Computing
Network Adapter
Device
[cmdb_ci_handheld_c
apter]
omputing]

associated.
The following attributes in the Printer [cmdb_ci_printer] table are

Name name

Valid valid
Serial Number Computer

Reference
Handheld Computing
Reference
omputing]
The following attributes in the SG-Jamf Extension Attributes
[sn_jamf_integrate_extension_attributes] table are populated by
collected data:
Id id

associated.
Extension Attributes extension_attributes

Version version
Key key
Name name
Software Instance
Software
[cmdb_ci_spkg]
nce]
Name name
Handheld Computing
Software Instance
Device
[cmdb_ci_handheld_c
nce]
omputing]

associated.
Software Instance
Computer
[cmdb_ci_computer]
nce]
Service Graph Connector for Microsoft SCCM (3.4.0)

Use the Service Graph Connector for Microsoft SCCM to pull data
from Microsoft System Center Configuration Manager (SCCM) into your
The Service Graph Connector for Microsoft SCCM (SG-SCCM) imports

SCCM data into the ServiceNow® Configuration Management Database
(CMDB) application. The integration does not write to the SCCM
database and supports the Microsoft Endpoint Configuration Manager
(MECM). The integration pulls data from computers, processors,
operating systems, disks, networks, and software.
Supported versions
• Supported Microsoft SCCM/MECM versions:
• 2303
• 2211
• 2207
• 2203
• San Diego
• Tokyo

associated.
• Utah
• Vancouver
Use Cases
The following ServiceNow applications have features that interact with
the Service Graph Connector:
• Ability to get visibility into your infrastructure.
• Detailed hardware and software inventory tracking. The tracking can

be done with or without Software Asset Management (SAM).
• Ability to detect delta changes for efficient incremental imports from

SCCM to the Now Platform.

(CI).
• Automatic device ownership assignment.
• Software Asset Management (SAM) and IT Asset Management (ITAM)
• Tight integration with Software Asset Management Professional and

client software distribution workflows.
• Inventory Software package and installation tracking.
• Software Usage tracking.
• License reclamation by detecting removed software.
• Support for software editions, normalizing publisher information, and

normalizing product Information.
• Support for SCCM Asset Intelligence.

associated.
Guided Setup
The guided setup for the Service Graph Connector for Microsoft SCCM
Note: When you install and configure the Service Graph Connector
for Microsoft SCCM, only active SG-SCCM data sources will be
configured with credentials or MID configuration during the guided
setup. If a Software Asset Management plugin is enabled after
the connector has been installed, any additional SAM-related data
sources will not be configured with credentials and will not function
correctly. In this scenario, in order for these new SAM-related
data sources to function correctly, you must go back into the
guided setup for SG-SCCM and re-enter the credentials and MID
configuration.
SCCM integrations in the CMDB Integrations Dashboard, see Using the
Data mapping
Data from the SCCM data sources is mapped and transformed into
Robust Transform Engine (RTE). Data is inserted into the ServiceNow®
The SCCM data sources include the following:
• SG-SCCM Computer Identity

You can see the following data if it is available in SCCM:
• Asset Tag. If the Asset Tag data is available, the mapping can be
optionally enabled via the guided setup.

associated.
• Assigned
• DNS Domain
• SG-SCCM Computer OU. This data source imports data about the
Organizational Unit (OU) name. The data is stored in the SG-SCCM
Computer Related [sn_sccm_integrate_sccm_2019_computer_related]
table. To add the view, open the computer record, click the top
header, and select View > SG-SCCM Computer Related.
• SG-SCCM Disk
• SG-SCCM Last Discovered Update. This data source will run at the end
of the import schedules to update the last_discovered date on the
Computer CI. The source will conduct a full pull of all the computers
and bring in only the ResourceID and the LastHWScan columns to
update the CMDB Computer table.
• SG-SCCM Network
• SG-SCCM Operating System
• SG-SCCM Processor
• SG-SCCM Removed Software. Ensure the Use last run datetime option is
cleared for every run.
• SG-SCCM Removed Software AI. Ensure the Use last run datetime
option is cleared for every run.
• SG-SCCM Software
• SG-SCCM Software AI
Note: If you have Asset Intelligence on your Microsoft SCCM

instance, you have to run SG-SCCM Removed Software AI and
SG-SCCM Software AI. If you do not have Asset Intelligence on
your instance, you have to run SG-SCCM Removed Software and
SG-SCCM Software.
to periodically pull data from SCCM. The data is loaded into staging
tables and then inserted into the following target tables:

associated.
• Computer [cmdb_ci_computer] (required)
• IP address [cmdb_ci_ip_address]
By default, network adapters that are missing an IP address or MAC

address are not imported. To include these network adapters in the
import, do the following:
1. Navigate to Service Graph Connector for Microsoft SCCM > Data

Sources.
2. Select SG-SCCM Network.
3. Remove the where clause from the SQL statement field.
Troubleshooting
For more troubleshooting information about Service Graph Connector for

Microsoft SCCM, see the Service Graph Connector for Microsoft SCCM -
FAQ and Troubleshooting blog post on the ServiceNow Community site.
Set up and validate data source connection credentials to import

Microsoft SCCM data into your CMDB.
Before you begin
Important: If you are currently using a version of the Microsoft SCCM

plugin, refer to the following topic, Upgrade from the legacy SCCM
plugin.

associated.
Note: If you have the Service Graph Connector for Microsoft

SCCM version 2.1.6 or lower installed in your production environment,
then you will need to contact Customer Service and Support for
additional steps to remove the SCCM Discovery Source from being
included when calculating the subscription unit consumption.
Confirm that you are in the SCCM application scope instead of a global
scope so that you are able to save your information.

installed.
installed.
• Integration - JDBC (com.snc.integration.jdbc)
• Windows MID Server required for access to SCCM environment.
To access SCCM data, you must have appropriate access to the SCCM
database. You must have sufficient credentials to query the SQL Server
that contains the SCCM database. You must do the following:
1. Create a SQL Server account in order to connect to the SCCM

database on the MID Server to use the data sources.
2. Connect to your SCCM SQL Server and configure the following:
a. Create a new login user name and password for SQL

authentication.
b. Choose the SCCM database that ServiceNow data sources will

connect to.
c. Assign the 'db_datareader' role membership to the new user.
Starting with Service Graph Connector for Microsoft SCCM version 3.0.4,
a new feature introduces support for Multi-instance, which is the ability
for SG-SCCM to connect to and import data from multiple Microsoft
SCCM instances. This feature involves dynamically creating data sources
and scheduled imports, thus requires granting of additional permissions.
Additional steps have been added in the guided setup to perform these

associated.
steps. For more information about how to complete these steps, see
Service Graph Connector for Microsoft 3.0 Setup Guidelines [KB1001248]
in Now Support.
Procedure
1. Navigate to All > Service Graph Connector for Microsoft SCCM >
Setup.
2. On the Getting Started page, select Get Started.
3. On the Service Graph Connector for Microsoft SCCM page, in the

Configure Data source and Scheduled data import access section,
select the task Configure Data source access.
4. Create a data source and scheduled data import for a new

connection in the Service Graph Connector for Microsoft SCCM.
a. In the Configure Data source access section, click Configure.
b. Edit the record by selecting Global from the Scope menu.
c. Under the Application Access tab, select the Can create, Can
d. Click Update to save the record.
e. From the scope menu, select Service Graph Connector for

Microsoft SCCM.
f. In the Help task bar, click Mark as Complete.
g. Repeat these steps in the Update Scheduled data import access

table.

associated.
5. Connect to multiple SCCM instances.

Note: If you want to configure a connection using integrated
authentication, skip to step 6.
a. On the left side bar, select the configure the connection icon
( ).
b. On the Service Graph Connector for Microsoft SCCM page,

under the Configure the connection section, select the Configure
connection task.
c. In the Configure connection section, select Configure to open

the connection dashboard.
d. In Flow Designer, select Add Connection.
e. On the form, fill in the fields.

Field Description
Host Host of the connection.
Database name for the new

Database name
connection.
User name credential for the

User name
new connection.
Password credential for the

Password
new connection.
f. Click Create Connection.
g. Navigate back to the guided setup.
h. Under the Configure connection section, select Mark as

Complete.
6. Configure the connection using integrated authentication to the

Microsoft SCCM database.

associated.
Note: Skip and mark this section complete if you already

configured a connection in the previous step.
a. In the Configure connection (Integrated authentication), select

Configure to open the connection dashboard.
Note: Only use this step if the JDBC connection is using
integrated authentication.

Field Description
Host Host of the connection.
Database name for the new

Database name
connection.
e. Navigate back to the guided setup.
f. Under the Configure connection (Integrated authentication)

section, select Mark as Complete.
a. On the left side bar, select Configure Data Sources and

Scheduled Data Imports.

under the Configure Data sources and Scheduled data imports
section, select the Configure Data Sources and Scheduled Data
Imports task.
c. In the Configure Data Sources and Scheduled Data Imports

d. On the form, fill in the fields.

associated.
Field Description
The prefix is an identifier that

is used in all of the data
source and scheduled import
names for this distinct SCCM
connection. In a multi-instance
deployment, this prefix should
be a short, meaningful
identifier that allows you to
identify a set of related data
sources.
Prefix to Data source and
Scheduled data import sets Note: For example,
assume you have two
different SCCM instances
for AMS and EMEA
regions. You can use
AMS and EMEA for
easy identification and
differentiation between
the sets of data sources
and schedules.

Connection and Credentials
Alias
previous step.
Select the MID Server for the

connection.
Note: It is mandatory to
MID Server
select a MID Server for an
Integrated Authentication
connection.
Select a user to populate the

Run Scheduled Import as User field on the scheduled data
import.
e. Click Create/Update Imports.

associated.
8. Validate the data sources.
a. In the Validate Data Sources task section, click Configure.
b. Review the fields on the Data Source form, which are

automatically set.
Try not to update any values on this page. The data source is
pre-configured to use the SCCM JDBC Connection that you set
up in the previous step.
Data Source form
Field Description

Name
source.



Type
to be imported.
MID server to use to access the

Use MID Server
JDBC server.
Format Format of the data file.
Instance name Named instance for SQLServer.
Database name Name of the database.
Database port Port of the database.

Application
record.
Windows JDBC integrated

Use integrated authentication
authentication.

associated.
Field Description
User name for connecting to

User name
the JDBC server.
Password Password for the JDBC server.
Server name for the JDBC

Server
connection.
Query type. Query all data

Query from a table or run a specific
SQL statement.
Number of seconds the JDBC

driver will wait for a query
to complete. Zero means
no timeout. If timeout is
Query timeout
exceeded, the integration
considers the JDBC result
inaccessible and places it in
an Error state.
Number of seconds before the

MID server connection cache
Connection timeout pool closes the connection
and removes it. Zero means no
timeout.
SQL statement to extract

SQL statement the desired data from the
database.
Option to control the amount

of data that is retrieved from
a database during an import
run. If unselected, then all
rows in the table specified are
Use last run datetime
imported, every time.
You might want to use this

setting if this is a one-time
import, or if all the data in

associated.
Field Description
the target table is new. If
selected, two additional fields
appear, enabling you to select
a datetime value to limit
imported data to delta values
only.
c. Validate your data sources by clicking the Test Load 20 Records

related link.
Note: If the displayed completion code is Success, then the
sources are validated. But if the displayed completion code
is Error, then there is an error in the SCCM JDBC Connection
that you must fix.
d. After the data sources have been validated, if you have the Use
Last Run Datetime check box selected, then clear the Last Run
Datetime field for the data source.
Cleaning the field avoids the risk of potential data loss due to the
test load.
e. In the Help sidebar, click Back to Guided Setup.
f. In the Validate data sources task section, click Mark as

Complete.
9. Configure the process for importing disk data when the Discovery
application is running.
Note: To avoid creating duplicate records in the
CMDB Disks [cmdb_ci_disk] table, you must configure the
sn_sccm_integrate.sccm_disks_managed property and set its
value to true. By default, the property value is set to false.
a. For the Configure Disk Data Imports task, select Configure.
b. On the System Property page, set the value of the

sn_sccm_integrate.sccm_disks_managed property to true.
c. Click Update.

associated.
d. Mark the Configure Disk Data Imports task as complete by

10. Configure the scheduled data imports.

Note: If the Use Integrated Authentication check box is
selected for the data source, the run as user for the scheduled
data import job must have the import_admin role. For more
information, see the "Use Integrated Authentication" is being
unchecked when you run the schedueld import related to SG-
SCCM or SG-SCCM Computer Identity Data Source [KB1312810]
article in the Now Support Knowledge Base.
a. On the left side bar, select the Set up Scheduled data imports
icon ( ).

in the Set up scheduled import jobs section, select the task
Configure scheduled jobs.
c. In the Configure scheduled jobs task section, click Configure.

By default, the newly created SG-SCCM Computer Identity
scheduled job with the prefix you named is inactive.
scheduled job.
All other SG-SCCM scheduled jobs that are active will run in
their specified order after the Computer Identity scheduled job
is finished running. You can modify the Active field for each
scheduled job as appropriate for your configuration.
Important: If you are upgrading to the Service Graph

Connector for Microsoft SCCM, deactivate the existing
'SG-SCCM Computer Identity scheduled data import'.
Additionally, you cannot use the baseline scheduled data
import or data sources that have a name starting with 'SG-
SCCM' because they are used as templates for creating an
instance of data sources and scheduled data imports.

associated.
f. Repeat the steps 11 d and 11 e for each scheduled job.
g. In the Help sidebar, click Back to Guided Setup.
h. In the Configure Scheduled data imports task section, click Mark

as Complete.
i. (Optional) If you are upgrading to the Service Graph Connector

for Microsoft SCCM, then deactivate the existing 'SG-SCCM
Computer Identity' scheduled data import.
In the Deactivate Legacy Scheduled Data Imports section, click
Configure.
j. Select the 'SG-SCCM Computer Identity' scheduled data import

and deselect the Active check box.
k. In the Deactivate Legacy Scheduled Data Imports task section,

click Mark as Complete.
11. (Optional) Customize the Instance Data source SQL statement.
a. On the left side bar, select the Customize Instance Data source
SQL statement icon ( ).
b. On the Service Graph Connector for Microsoft SCCM page, in

Customize Instance Data source SQL statement section, select
the task Customizing Data source SQL statement.
c. In the Customizing Data source SQL statement task section, click

Configure.
d. Select the name of the instance in which you want to customize

the SQL statement.
e. After you're finished, select Update.
12. Configure the mapping of the asset tag.
a. On the left side bar, select the Configure mapping for Asset tag
icon ( ).

associated.

in Configure mapping for Asset Tag section, select the task
Configure mapping for Asset Tag.
c. In the Configure mapping for Asset Tag section, click Configure.
d. In the Value field, enter true.
e. Click Update.
Deactivate the scheduled imports and pull records so that you can
upgrade from the Microsoft SCCM 2016 plugin or an earlier version of
the plugin to the Service Graph Connector for Microsoft SCCM.
Before you begin
Role required: none
If you are upgrading to the Service Graph Connector for Microsoft

SCCM, the following steps are mandatory. The steps must be executed
in any instance with an existing install of the Microsoft SCCM 2016 plugin
or with an earlier version of the plugin.
Note: The Service Graph Connector for Microsoft SCCM is an

independent implementation that does not reuse any components
from the Microsoft SCCM 2016 plugin.
About this task
The Service Graph Connector for Microsoft SCCM is a successor to the

Microsoft SCCM 2016 plugin. If you already have the Microsoft SCCM
2016 plugin or an earlier version installed in your instance, you must
follow these steps to enable the successful transition from using the SCCM
plugin to using the Service Graph Connector. Additionally, you can run
a SG-SCCM cleanup to delete the Network Adapters and Disks created
from the older SCCM plugin to make the migration faster.
When the Service Graph Connector for Microsoft SCCM is installed in an

instance, you must no longer run any components from the Microsoft
SCCM 2016 plugin, including Data Sources and Scheduled Data Imports.
The SCCM 2016 plugin Scheduled Data Imports must be tuned off. The

associated.
Service Graph Connector for Microsoft SCCM installs a new set of SG-
SCCM Data Sources and Scheduled Data Imports.
Warning: This upgrade process should be performed and validated

in a non-production or test instance that is based on a recent clone
of the customer production instance. Failure to first validate upgrade
in a non-production instance may result in unexpected outcomes
and possible data loss or corruption.
Any customizations to the SCCM 2016 plugin will not automatically

migrate. The customizations would have to be reimplemented in
the Service Graph Connector for Microsoft SCCM, such as by using
IntegrationHub-ETL.
Procedure
1. (Optional) If you are migrating from the SCCM 2016 plugin, then run
the Migration Readiness Tool for Service Graph Connector for SCCM.
The plugin can be downloaded from the ServiceNow Store.
The tool does not migrate any changes, but runs a series of ATF tests
to identify any customizations that were done to the legacy SCCM
2016 plugin compared to the OOB SCCM 2016 plugin. It will not
migrate the changes between the two plugins, but serves to alert
any customizations.
2. After the tool has finished running, review the tests that were failed.
A failed test means that a customization was made in the plugin.
The customization could be a transform map. For example, if a
transform map was modified, then it needs to be reimplemented in
the connector.
3. Deactivate the scheduled imports from the older SCCM plugin.

For more information on how to deactivate scheduled imports, see
Upgrade the SCCM integration version.
4. (Optional) Delete duplicate OS software records in the older SCCM

plugin.
Note: There is no cleanup required for Computer OS Software
records if SAM is enabled.

associated.
a. Navigate to the Software Package or Software Instance table in

the older SCCM plugin.
b. Search for the duplicate OS records that you want to delete.

You can tell which records are the SG-SCCM software OS records
if the version number is included in the Name or Product Name.
c. To delete the duplicate software OS records from the Software

Package table, do the following:
a. On the Software Package table, select the duplicate OS

record that does not have SG-SCCM in the Discovery Source
column.
b. Delete the duplicate OS record and repeat with other

records as needed.
d. To delete the duplicate software OS records from the Software

Instance table, do the following:
a. On the Software Instance table, select the duplicate OS

record that has the SCCM group ID column empty.
b. Delete the duplicate OS record and repeat with other

records as needed.
Note: This step is optional because there is a difference in the
way software OS records are written to the CMDB, between
the legacy SCCM plugin and Service Graph Connector. The
SCCM plugin did not record values to sys_object_source, a
discovery_source, or a sccm_group_id.
5. After you are finished deactivating the scheduled imports and

deleting the duplicate OS records from the older SCCM plugin,
configure the connector.
For instructions, see Configure the Service Graph Connector for
Microsoft SCCM.
6. (Optional) Clean up the Disk and Network Adapter records created

by the SCCM plugin.
a. Confirm that you are in the Service Graph Connector for

Microsoft SCCM application scope.
b. Navigate to Scheduled Job > SG-SCCM CleanupUtil.

associated.
c. Select the SG-SCCM CleanupUtil scheduled job, and then switch

to the global application scope.
d. To make a copy of the scheduled job, right-click the header of

the scheduled job and select Insert and Stay.
e. Change the name to SG-SCCM CleanupUtil Global.
f. Click Update.
g. When you need to run the scheduled job, click Execute Now.
h. (Optional) To check the progress of the run, do the following:
a. Navigate to System Log > All.
b. To filter the records for the script run, enter SG-SCCM

CleanupUtil under the Message search box.
The script will have a log message for each batch so that you
know the status of the current run and its progress.
Note: The duration of the run depends on the amount
of Network Adapter and Disk data in the CMDB from
the previous SCCM integration. The data must meet the
condition for the cleanup.
What to do next
When you execute the Service Graph Connector components, your

existing CMDB data created by the SCCM plugin becomes managed
and maintained by Service Graph Connector for Microsoft SCCM.
Upgrade your Service Graph Connector for Microsoft SCCM. When you
upgrade versions, you can select the files that you want to transfer from
the older version to the newer version of the Service Graph Connector for
Microsoft SCCM.
Before you begin
To avoid any serious upgrade issues, perform the upgrade in a test or

development instance prior to upgrading in a production environment.

associated.
About this task
When you upgrade from an older version to a newer version of the

Service Graph Connector for Microsoft SCCM, there will always be
Skipped Updates. The original SCCM data source files that were installed
will have the last run date updated as part of the data source runs. The
files will be treated as custom files by the platform. When the newer
version is installed, the newer data sources will not be automatically
upgraded.
Once you have upgraded to the newer version, you can check the
upgrade status.
Procedure
1. In the left navigation bar, navigate to System Diagnostics > Upgrade

History.
2. Click Review Skipped Updates.
3. Review all the updates and pick the data source files from the newer
version.
Note: If you have customized the previous version, then pick
the changes that you need from the older file and migrate them
to the new file. Repeat this migration process for all the other
skipped update files.
What to do next
After the upgrade, if there are changes to the SQL in the data source files
or mapping, then do the following:
1. Clear the Use last run datetime check box in all the data sources.
2. Perform a full pull of data from all the data sources.

associated.
Note: Upgrading from Service Graph Connector for Microsoft SCCM

v2.3 to v2.3.1 requires a minimum pull of Computer and Software,
because the Source Native Key for the software within the SQL was
changed in the SG-SCCM Removed Software data source. Without
the correct Source Native Keys, it will not be able find the software in
the CMDB.
If you have any conflicts, refer to the following documentation:
• Revert a customization.
• Resolve a skipped update and set a resolution status.
• Skipped Changes to Review related list.
Enable software editions so that you can gather edition information for
products such as Adobe Acrobat, Microsoft SQL Server, and Windows
Exchange Server into the Service Graph Connector for Microsoft SCCM.
Before you begin
Note: There are two types of setup that are required, one on the
SCCM Manager and the other on the ServiceNow Instance. For more
information on how to set up the SCCM Manager, see the SCCM
Manager Setup section of the Custom solution to gather editions in
SCCM [KB0721360] article on the HI Knowledge Base. When you're
finished setting up the SCCM Manager, refer back to this task and
complete the steps.
About this task
You can set up the ServiceNow Instance on the Service Graph

Connector for Microsoft SCCM.
Procedure
1. Navigate to All > Service Graph Connector Microsoft SCCM > Import
Schedules.

associated.
2. Select the Software Edition scheduled import you created to edit this
import record.
3. Select the Active check box.
4. Click Update.
5. Navigate to Service Graph Connector Microsoft SCCM > Data

Sources.
6. Select the Software Edition data source you created.
7. Under the Transforms list, select Update software install with edition.
8. Edit the data source and select the Active check box.
9. Click Update.
What to do next
You can verify that the edition information has been gathered by doing
the following:
1. Navigate to Service Graph Connector Microsoft SCCM > Data

Sources and the Software Edition data source you want to verify.
2. Select Load All Records.
Note: If the displayed completion code is Success, then the

software edition data source was executed successfully. If the
displayed completion code is Error, then there is an error that must
be fixed.
to periodically pull data from Microsoft SCCM. The data is saved in tables


associated.
CPU type cpu_type
CPU manufacturer cpu_manufacturer
Name name
Asset tag asset_tag
Assigned assigned
Chassis type chassis_type
CPU count cpu_count
CPU name cpu_name
Default Gateway default_gateway
Operating System os
OS Address Width (bits) os_address_width
OS Domain os_domain

associated.
RAM (MB) ram
Model ID model_id
Network Adapter
Computer
[cmdb_ci_computer]
apter]
Computer IP Address
Owns::Owned by
Disk [cmdb_ci_disk]
Computer Key Value

Reference
SG-SCCM Computer
Related
Computer
Reference [sn_sccm_integrate_sc
[cmdb_ci_computer]
cm_2019_computer_re
lated]
collected data:

associated.
Computer computer
Device ID device_id
Name name
Device type drive_type
Model ID model_id
Computer
[cmdb_ci_computer]
Name name
Nic nic

associated.
Network Adapter
IP Address
apter]
Key key
Value value
Name name
DHCP Enabled dhcp_enabled
Netmask netmask
Network Adapter
Computer
[cmdb_ci_computer]
apter]

associated.
Valid valid
Relationship created for Serial Number

Reference
The following attributes in the SG-SCCM Computer Related
[sn_sccm_integrate_sccm_2019_computer_related] table are populated
by collected data:
Resource ID resource_id
OU Name ou_name
Key key
Name name
Version version
Vendor vendor

associated.
Software Instance
Software
[cmdb_ci_spkg]
nce]
Name name
Sccm group ID sccm_group_id
SCCM TimeStamp sccm_timestamp
Software Instance
Computer
[cmdb_ci_computer]
nce]
Service Graph Connector for OpenTelemetry (1.2.0)

Use the Service Graph Connector for OpenTelemetry to ingest
Configuration Management Database (CMDB) data from the
ServiceNow Cloud Observability (formerly Lightstep) application using
REST APIs. Push events from the Cloud Observability application into
ServiceNow with Event Management.

associated.
Supported ServiceNow versions
• San Diego
• Tokyo
• Utah
Use cases
The following examples describe how you can use the Service Graph
Connector for OpenTelemetry:
• Import project topologies from Cloud Observability so that the site

reliability engineering (SRE) teams can have a single view for triage with
other ServiceNow data points (such as a change request, an incident)
from a single view.
• Import events created by Cloud Observability against monitored

projects to pinpoint SRE triage activities.
Guided setup
The guided setup for the Service Graph Connector for OpenTelemetry
or a specific integration run. For more details about monitoring Cloud
Observability integrations in the CMDB Integrations Dashboard, see Using
the CMDB Integrations Dashboard.

associated.
Data mapping
Data from the Cloud Observability data sources is mapped and

transformed into the ServiceNow CMDB configuration item (CI) class
(IRE).
to pull data from the application periodically.
The following data sources are included for the Cloud Observability
application:
OpenTelemetry Resources
Imports all the Kubernetes clusters, workloads, and application services

from the OpenTelemetry traces and loads the imported data in the
OpenTelemetry Resources [sn_sg_lightstep_resources] staging table.
OpenTelemetry Pods
Imports all the Kubernetes pods from the containers and loads the
imported data in the OpenTelemetry K8s Pods [sn_sg_lightstep_pods]
staging table.
OpenTelemetry Containers
Imports all the containers from the OpenTelemetry traces and

loads the imported data in the OpenTelemetry docker containers
[sn_sg_lightstep_containers] staging table.
OpenTelemetry Container Images
Imports all the container images from the OpenTelemetry traces and
loads the imported data in the Opentelemetry container images
[sn_sg_lightstep_container_images] staging table.

associated.
OpenTelemetry Services
Imports all the Kubernetes services from the OpenTelemetry traces

and loads the imported data in the OpenTelemetry K8s Services
[sn_sg_lightstep_kubernetes_services] staging table.
OpenTelemetry Dependency Map
Imports the dependency maps to get an aggregate view of the traced

data and loads the imported data in the OpenTelemetry Dependency
Map [sn_sg_lightstep_dependency_map] staging table. The data source
also imports and loads any inferred services and their related services
data in the Inferred service [sn_sg_lightstep_inferred_service] staging
table.
Note: You need to link the imported inferred services with a CI
manually. For more information, see Inferred service linking.
The data from the staging tables is then inserted into the following target
tables:
• Calculated Application Service [cmdb_ci_service_calculated]
• Kubernetes Cronjob [cmdb_ci_kubernetes_cronjob]
• Kubernetes DaemonSet [cmdb_ci_kubernetes_daemonset]
• Kubernetes Job [cmdb_ci_kubernetes_job]
• Kubernetes ReplicaSet [cmdb_ci_kubernetes_replicaset]

associated.
• Kubernetes StatefulSet [cmdb_ci_kubernetes_statefulset]
Cloud Observability, see CMDB classes targeted.
Inferred service linking
The ServiceNow Cloud Observability application can infer the presence

of an inferred service when the span calling the remote service has
the necessary information. Service Graph Connector for OpenTelemetry
provides the linking of inferred services and their related services with CIs
in the CMDB. For more information, see Linking inferred services.
Set up scheduled import jobs to pull in data from Service Graph

Connector for OpenTelemetry (formerly Lightstep) into your Configuration
Management Database (CMDB).
Before you begin

installed.
installed.


Request Discovery.

installed.

required for event ingestion. For Event Management to work, the
Observability Commons for CMDB app must be installed prior to

associated.
installing the connector. For more information, see Observability

Commons for CMDB on the ServiceNow Store.

for OpenTelemetry, then don’t migrate data from the old connector.
You must uninstall the previous version and run the new integration.
Procedure
1. Ensure that the application scope is set to Service Graph Connector

for OpenTelemetry by using the application picker.
2. Navigate to All > Service Graph Connectors > OpenTelemetry >

Setup.
4. Configure the application properties to set up your organization and

authentication credentials for sending requests to the ServiceNow
Cloud Observability APIs.

Connector for OpenTelemetry page, select Get started.
b. For the Set up OpenTelemetry task, ensure that the following

conditions are met in the Cloud Observability application.
a. You’ve signed up or identified an existing organization for

your Cloud Observability account.
Confirm with your account management team if you’re

not sure whether an organization exists. To sign up for a
free Cloud Observability account, contact your ServiceNow
account representative.
b. The OpenTelemetry collectors and software development kit

(SDKs) are deployed in your cloud or on-premises instances.
These steps are mostly performed by a development,

DevOps, or site reliability engineering (SRE) team.

associated.
c. The OpenTelemetry collectors and SDKs are configured to

send data to your Cloud Observability organization that you
identified in step 4.b.i.
Important: Note down your projects, organization, and API
key details of the Cloud Observability application to be used
later during the installation of the connector.
For more information on API keys, OpenTelemetry, and

Kubernetes configuration details, see the following topics on the
Cloud Observability documentation site:
• Create and manage API keys
• Where to begin
• Quick Start Kubernetes: Collector and Operator
• Quick Start: Tracing instrumentation
• Already using OpenTelemetry Collectors?

Note: After you have set up the OpenTelemetry
environment in the Cloud Observability application, return to
the guided setup and mark the Set up OpenTelemetry task
to complete by selecting Mark as Complete.
c. Enter your Cloud Observability organization details from where

you want to retrieve the projects, resources, and dependency-
mapping information.
a. For the Set up your organization task, select Configure.
b. In the Value field of the Service Graph Connection

Properties form, enter the name of your Cloud Observability
organization.
c. Select Update.
d. Mark the Set up your organization task to complete by

d. Enter the API key details associated with the Cloud Observability
application.

associated.
a. For the Set up the API key task, select Configure.
b. In the API Key field of the API Key Credentials form, enter the
API key associated with the Cloud Observability application
that you noted down in step 4.b.
c. Select Update.
d. Set the Set up the API key task to complete by selecting Mark
as Complete.
e. Test the Cloud Observability API connection to import data from

the Cloud Observability application.
a. For the Test the connection task, select Configure.
b. Select the Test Connection related link.
c. When the Status field is set to Success, select X to close the

Test the connection dialog box and return to the guided
setup page.

remediation.
d. Set the Test the connection task to complete by selecting

Mark as Complete.
f. Retrieve all the projects included in your Cloud Observability

organization.
a. For the Get projects task, select Configure.
b. Select Get Projects.
c. When the Project properties related list is populated with all

the projects included in the organization you specified in step
4.c.ii, select X to close the Get projects dialog box and return
to the guided setup page.
d. Set the Get projects task to complete by selecting Mark as

Complete.
5. (Optional) Configure additional configurations to set up lookback

time, add excluded projects, run project diagnostics, and configure

associated.
integration settings for service maps and stale configuration items

(CIs).
a. In the Advanced settings section of the Service Graph Connector

for OpenTelemetryService Graph Connector for Infoblox page,
select Continue.
b. Set up the lookback time from when you want to retrieve

resources from the projects.
Lookback time is used to calculate the start and end time for
retrieving resources from a project of an organization and should
match the scheduled job frequency setting. For example, if the
lookback time is set to 12 hours, resources are retrieved from the
start time calculated as the current time minus 12 hours and until
the end time that is the current time.
a. For the Set up lookback time task, select Configure.
b. In the Value field of the Service Graph Connection Properties

form, enter the lookback time in hours.
c. Select Update.
d. Set the Set up lookback time task to complete by selecting

Mark as Complete.
c. Select the projects from which you don't want to retrieve

resources.
a. For the Add excluded projects task, select Configure.
b. Select a project from the Project column.
c. Select the Exclude project check box.
d. Select Update.
e. Repeat steps from 5.c.ii to 5.c.iv for each project that you
want to exclude.
f. Select X to close the Add excluded projects dialog box and

return to the guided setup page.
g. Set the Add excluded projects task to complete by selecting

Mark as Complete.

associated.
d. Run project diagnostics to test the Resource API response and

ensure that the API contains the Kubernetes cluster name,
Kubernetes namespace, and Kubernetes nodes.
a. For the Run project diagnostics task, select Configure.
b. Select a project from the Project column.
c. Select Run diagnostics.
d. When the Diagnostics status field set to Success, select X to

close the Run project diagnostics dialog box and return to
the guided setup page.
If any of the Diagnostic tests have errors, follow the

instructions in the Diagnostics message field to resolve the
errors.
e. Repeat the steps 5.d.ii to 5.d.iv for each project that you
want to run diagnostics.
f. Set the Run project diagnostics task to complete by selecting

Mark as Complete.
e. Configure the system properties for service maps and stale CIs.
a. For the Configure system properties for the connector task,

select Configure.
b. Verify the default values for the properties or fill in the values
for a custom configuration.
c. Select Save.
d. Set the Configure system properties for the connector task to

6. Configure the scheduled jobs to import data from the Cloud

Observability application.
a. In the Configure the scheduled import jobs section of the Service

Graph Connector for OpenTelemetry page, select Continue.
b. For the Configure the scheduled job task, select Configure.

associated.
scheduled job.
import.
g. Select the back icon (<) to return to the guided setup page.
h. Set the Configure the scheduled job task to complete by

7. Manage alerts and events by sending events from the Cloud

Observability application to the ServiceNow Event Management
application.
You can manage alerts and events only when the Observability
Commons for CMDB application is installed.
Note: Enabling this feature requires a paid Cloud Observability
license, but the feature is also available to free accounts
for the purpose of evaluating the product in non-production
environments. You can reach out to your ServiceNow account
representative for more information.
a. In the Manage alerts and events section of the Service Graph

Connector for OpenTelemetry page, select Continue.
b. Create a webhook destination for a project.
a. For the Create a webhook task, select Configure.
b. Select a project that is not excluded from the Project column.
c. Select Create Webhook to create a webhook destination in

the Cloud Observability application.
d. After a success message appears, select X to close the

Create a webhook dialog box and return to the guided
setup page.
When the webhook is created successfully:

associated.
• The system automatically creates a user record for each

webhook destination in your ServiceNow instance.
• The user name of the user record starts with

ls_api_<project_name> and the user is assigned the
evt_mgmt_integration role.
e. Repeat the steps 7.b.ii to 7.b.iv for each project for which you
want to create a webhook.
f. Set the Create a webhook task to complete by selecting

Mark as Complete in the guided setup.
c. Configure the system property for ingesting events that don’t

have matching CIs in the CMDB.
a. For the Configure the property for unmatched CIs task, select
Configure.
b. In the Value field, enter true.
c. Select Update.
d. Set the Configure the property for unmatched CIs task to

complete by selecting Mark as Complete in the guided
setup.
to periodically pull data from ServiceNow Cloud Observability (formerly
Lightstep). The data is saved in tables that extend from the Configuration
item [cmdb_ci] table.
Calculated Application Service [cmdb_ci_service_calculated]

Name name

associated.
Service Type type
Calculated Kubernetes
Application Service Connects Deployment
[cmdb_ci_service_cal to::Connected by [cmdb_ci_kubernetes_
culated] deployment]
Calculated Calculated
Application Service Connects Application Service
[cmdb_ci_service_cal to::Connected by [cmdb_ci_service_cal
culated] culated]
Calculated
Application Service Key Value
Reference
[cmdb_ci_service_cal [cmdb_key_value]
culated]



associated.
Image id image_id
Name name

Key key
Value value

Name name
Namespace namespace

cluster] node]

associated.

Contains::Contained
by
cluster] pod]
Kubernetes
Kubernetes Cluster
cluster]
namespace]

Contains::Contained
by
cluster] service]
Kubernetes Cronjob [cmdb_ci_kubernetes_cronjob]

The following attributes in the Kubernetes Cronjob
[cmdb_ci_kubernetes_cronjob] table are populated by collected data:
Name name
Namespace namespace
Relationships created for Kubernetes Cronjob
Kubernetes Cronjob Kubernetes Cluster

cronjob] cluster]
Kubernetes Cronjob Kubernetes Cluster

cronjob] cluster]

associated.
Kubernetes DaemonSet [cmdb_ci_kubernetes_daemonset]

The following attributes in the Kubernetes DaemonSet
[cmdb_ci_kubernetes_daemonset] table are populated by collected
data:
Name name
Namespace namespace
Relationships created for Kubernetes DaemonSet
Kubernetes
Kubernetes Cluster
DaemonSet
cluster]
daemonset]
Kubernetes
Kubernetes Cluster
DaemonSet
cluster]
daemonset]

data:
Name name

associated.
Namespace namespace
Relationships created for Kubernetes Deployment
Kubernetes
Kubernetes Cluster
Deployment
cluster]
deployment]
Kubernetes
Kubernetes Node
Deployment Connects
[cmdb_ci_kubernetes_ to::Connected by
node]
deployment]
Kubernetes
Kubernetes ReplicaSet
Deployment Connects
[cmdb_ci_kubernetes_ to::Connected by
replicaset]
deployment]
Kubernetes
Kubernetes Cluster
Deployment
cluster]
deployment]
Kubernetes Job [cmdb_ci_kubernetes_job]

The following attributes in the Kubernetes Job [cmdb_ci_kubernetes_job]
Name name

associated.
Namespace namespace
Relationships created for Kubernetes Job
Kubernetes Job Kubernetes Cluster

job] cluster]
Kubernetes Job Kubernetes Cluster

job] cluster]

data:
Name name
Relationship created for Kubernetes Namespace
Kubernetes
Kubernetes Cluster
Namespace
cluster]
namespace

associated.

Name name
Namespace namespace
Relationships created for Kubernetes Node
Kubernetes Node
Server
[cmdb_ci_kubernetes_ Hosted on::Hosts
[cmdb_ci_server]
node]
Kubernetes Node Kubernetes Cluster

node] cluster]
Kubernetes Pod [cmdb_ci_kubernetes_pod

Name name

associated.
Namespace namespace
Start date start_date
Relationships created for Kubernetes Pod

Contains::Contained
by
pod] ge]

Contains::Contained
by
pod] tainer]
Kubernetes Pod Kubernetes Cluster

pod] cluster]
Kubernetes ReplicaSet [cmdb_ci_kubernetes_replicaset]

The following attributes in the Kubernetes ReplicaSet
[cmdb_ci_kubernetes_replicaset] table are populated by collected
data:
Name name
Namespace namespace

associated.
Relationships created for Kubernetes ReplicaSet

Kubernetes ReplicaSet Kubernetes Node

Connects
to::Connected by
replicaset] node]


Name name
Namespace namespace
Kubernetes StatefulSet [cmdb_ci_kubernetes_statefulset]

The following attributes in the Kubernetes StatefulSet
[cmdb_ci_kubernetes_statefulset] table are populated by collected
data:
Name name

associated.
Namespace namespace
Relationship created for Kubernetes StatefulSet
Kubernetes StatefulSet Kubernetes Cluster

statefulset] cluster]
Kubernetes StatefulSet Kubernetes Cluster

statefulset] cluster]
The following attribute in the Server [cmdb_ci_server] table is populated
by collected data:
Name name
Related concepts
• Kubernetes extension classes
Create inferred services relationships in your ServiceNow instance with

other Cloud Observability application services as originally configured in
the application by linking an inferred service configuration item (CI) in
CMDB with an inferred service from the Cloud Observability application.

associated.
Inferred services
The inferred services in the Cloud Observability application are referred

to as external services, libraries, or dependencies such as a database or
a third-party API that haven’t been instrumented with OpenTelemetry.
These types of technologies are manually defined in the Cloud
Observability application, and you can import them into your ServiceNow
instance through the Service Graph Connector for OpenTelemetry.
For information about adding inferred services in the Cloud Observability

application, see Add inferred services in the Cloud Observability
documentation.
Storing inferred services data
The OpenTelemetry Dependency Map

[sn_sg_lightstep_dependency_map] data source available with the
Service Graph Connector for OpenTelemetry iterates through all the
included projects in a Cloud Observability organization and pulls in
the inferred services details. Inferred services details include mapping
of related services. The data source saves these details in the Inferred
service [sn_sg_lightstep_inferred_service] table.
The following attributes in the Inferred service

[sn_sg_lightstep_inferred_service] table are populated by the
OpenTelemetry Dependency Map [sn_sg_lightstep_dependency_map]
data source.
Project project
Organization organization
ID id
Inferred service inferred_service
Inferred service CI inferred_service_ci
Active active

associated.
Last scan last_scan
Cloud Observability CI cloud_observability_ci
Due to insufficient information for defining identification rules, the pulled

in inferred services don’t automatically bind to a CI in CMDB. However,
as a user with the cmdb_inst_admin role, you can manually link a CI
to an inferred service. The linking creates appropriate relationships with
the related services and generates the inferred service mapping in the
respective application service maps of your ServiceNow instance.
Link an inferred service
Link a Cloud Observability inferred service with a CI to create

relationships between the inferred service and other Cloud Observability
services in your ServiceNow instance.
Before you begin
Procedure
1. Navigate to All > Service Graph Connectors > OpenTelemetry >

Inferred services.
2. Review the inferred services available from the Cloud Observability

app in the Inferred service column.
3. For an inferred service, double-click the Inferred service CI column

cell.
4. Select the lookup using list icon ( ) to search for and select an
inferred service CI available within the Configuration item [cmdb_ci]
table.
5. Select the save icon ( ).
6. Repeat the steps 3 to 5 for each inferred service that you want to link
with a CI.

associated.
Result
The Update CI relationship business rule is triggered that creates

appropriate relationships for the inferred service with the related services
and generates the inferred service mapping in the respective application
service maps.
Note:
• If you remove any mapping later, the Delete CI relationship

business rule is triggered to delete any relationships between the
inferred service CIs and the Cloud Observability inferred services.
• For any inferred services that were not last scanned in the Cloud
Observability app, the Service Graph Connector automatically
deactivates the corresponding records in CMDB and deletes the
relationship for the inactive records.
Service Graph Connector for SolarWinds (2.4.1)

Use the Service Graph Connector for SolarWinds to pull in data from the
SolarWinds software into your ServiceNow instance.
The Service Graph Connector for SolarWinds pulls in asset inventory

data (hardware and software) from the SolarWinds database into
the ServiceNow® Configuration Management Database (CMDB)
application.
Supported versions
• Supported SolarWinds Orion minimum versions:
• 2019.4 HF6
• 2020.2.1. HF2

associated.
• Quebec
• Rome
• San Diego
• Tokyo
Use cases
Connector:
• Automatic normalization of asset information for hardware,

virtualization and cloud resources, and software.
• Ability to configure and save synchronization schedules.
Guided setup
The guided setup for the Service Graph Connector for SolarWinds

with a central view of the status, processing results, and processing
errors of all installed Service Graph Connectors. You can see metrics
for all integration runs. You can filter the view to a specific integration,
a specific time duration, or a specific integration run. For more details
about monitoring SolarWinds integrations in the CMDB Integrations
Dashboard, see Using the CMDB Integrations Dashboard.
Data mappings
Data from data sources in the SolarWinds software is mapped and

transformed into ServiceNow CMDB tables using the Robust Transform
Engine (RTE). Data is inserted into ServiceNow CMDB using the
Identification and Reconciliation Engine (IRE).
to periodically pull data from the SolarWinds software.

associated.
The data is loaded into staging tables and then inserted into the following
CMDB target tables:
• AIX Server [cmdb_ci_aix_server]
• Hardware [cmdb_ci_hardware]
• Hyper-V Server [cmdb_ci_hyper_v_server]
• IIS Virtual Directory [cmdb_ci_iisdirectory]
• Linux Server [cmdb_ci_linux_server]
• Logical Datacenter [cmdb_ci_logical_datacenter]
• Microsoft iis Web Server [cmdb_ci_microsoft_iis_web_server]
• MS SQL Server [cmdb_ci_db_mssql_server]
• MS SQL DataBase [cmdb_ci_db_mssql_database]
• Network Gear [cmdb_ci_netgear]

associated.
• Solaris Server [cmdb_ci_solaris_server]
• UNIX Server [cmdb_ci_unix_server]
• VM Instance [cmdb_ci_vm_instance]
• Windows Server [cmdb_ci_win_server]
Set up authentication credentials and scheduled jobs to import

SolarWinds data into your CMDB.
Before you begin

Before you start the configuration, navigate to System Definition >

Business Rules and deactivate the ValidateServiceAccountID business
rule.

installed.

associated.
installed.

• ITOM Discovery License plugin (com.snc.itom.discovery.license). You

must activate this plugin.

Request Discovery.
• SolarWinds Orion Platform.
• SolarWinds Server & Application Monitor and/or Network Performance

Monitor.
Roles required:
• To configure the ServiceNow platform: admin
• To access SolarWinds data: User with SWIS (SolarWinds Information

Service) access (the same as through the Orion website, not database
users).
About this task
Note: SolarWinds Integration can work with or without Service &

Application Monitor (SAM) and Network Performance Monitor (NPM)
being installed.
Procedure
1. Navigate to All > Service Graph Connectors > SolarWinds > Setup.
2. On the Getting started page, click Get Started.

associated.
3. Configure your authentication credentials used to connect to the

Solarwinds SWIS API.
a. On the Service Graph Connector for SolarWinds page, in the

Configure the connection section, select the task Configure the
authentication credentials used to connect to SolarWinds SWIS
API.
b. On the next page, in the Configure the authentication

credentials task section, click Configure.

Basic Auth Credentials form
Field Description
Human-readable name for

this credential. This field is
Name
automatically set. You can
optionally change this setting.
SolarWinds user name.

Note: The SolarWinds
user must have a role
with read privileges to
User name the SolarWinds Information
Service API for all
SolarWinds data sources
that the integration can
pull data.
SolarWinds password which is

Password stored in the database in
encrypted form.
Option to check if this

Active
credential is active.
Advanced selection criteria for

Credential alias
this credential.

associated.
Field Description
Order in which credentials are

Order tried. Smaller numbers are tried
first.
d. Click Update if necessary.
e. In the Configure the authentication credentials used to connect

to the SolarWinds SWIS API task section, click Mark as Complete.
4. Configure the SolarWinds HTTP connection.
a. In the Configure SolarWinds HTTP connection task section, click

Configure.
b. Review the HTTP(s) Connection form and fill in fields as needed.

Field Description
Name of the connection. This

Name field is automatically set. You
can optionally change.
Option to enable this

Use MID server Connection to use MID server
or not.
Target host value used by

the connection. This field
Host
is automatically set by the
connection URL.

Credential
connection.
Connection alias value with

Connection alias which the connection can be
referred.

associated.
Field Description
URL builder that is used to build

URL builder
the connection URL.
Option to enable Mutual

Authentication.

Protocol
the connection.

Active
connection.
Domain to which the

Domain
connection belongs.
Target port value used by

Connection.

Base path connection that is required but
should not be modified.
d. In the Configure SolarWinds HTTP connection task section, click

Mark as Complete.
5. Configure the SolarWinds modules.
a. In the Configure SolarWinds Modules section, click Configure.
b. Update the Value for the sn_solarwinds_inte.npm_installed and

the sn_solarwinds_inte.sam_installed properties in one of the
following ways:
• If the respective module is installed on the SolarWinds

instance, then set the fields true.
• If the respective module is not installed on the SolarWinds

instance, then set the fields to false.

associated.
Note: This update changes the API class and the data that
is returned from them.
c. In the Help sidebar, click Mark as Complete.
6. Test the connection.
a. In the Test the connection task section, click Configure.
b. Review the fields on the Data Source form, which are

automatically set.
Data Source form
Field Description
Unique name for this data

Name
source.



Type
to be imported.
Data in single column Data in single column.

Application
record.
The Data Source request

Data stream action action that will be invoked to
get data.
c. Test the connection by clicking the Test Load 20 Records related

link.
Testing the connection takes a few moments, after which the

page refreshes to show the test results.

associated.
This step tests the SG-Solarwinds Hardware data source

and ensures that data is loaded into the staging table. A
successful connection for SG-Solarwinds Hardware means that
all SolarWinds data sources connect successfully, so you do not
need to individually test all data source.
The connection is successful if the HTTP Status is 200. If there is an

Error Code and Error Message, the connection failed and further
troubleshooting is required.
d. In the Help sidebar, click Back to Guided Setup.
e. In the Test the connection task section, click Mark as Complete.

this step.
b. On the Service Graph Connector for SolarWinds page, under the

Add Multiple Instances section, select the Update Data Source
Access task.

click Configure.
g. Save the record.

SolarWinds.


associated.
table and the Update Value Access section with the Value
[sys_variable_table] table.
Configure.
ource");
);
import_set");
_set");
GlideTableManager.invalidateTable("sys_variab
le_value");
GlideCacheManager.flushTable("sys_variable_val
ue");
ect");

SolarWinds.
9. Add a connection to another SolarWinds instance.

Note: Confirm that the current scope is Service Graph
Connector for SolarWinds.
a. In the Add Another Connection section, select Configure.

associated.
b. Either create or edit a connection.
• To create a new connection, select Add Connection.
• To edit an existing connection, select the Edit button.
c. On the form, fill in the fields or edit as needed.

Create Connection
Field Description

Connection Name
connection.
Connection Host name for

Connection URL
SolarWinds.
Username for SolarWinds

User name
authentication.
Password for SolarWinds

Password
authentication.
d. Either add or save the connection.
• To add a new connection, select Create Connection.
• To save the edits for the existing connection, select Edit

Connection.
a. Under the Configure Mid Servers section, click Configure.
d. Click Update.

associated.
g. If needed, configure the connections in the Configure SolarWinds

Modules section, by clicking Configure.
h. When you're finished, close the window and click Mark as

Complete.
i. In the Test New Connections section, click Configure.
a. Select the name of the data source associated with the

newly created connection.
b. Click the Test Load 20 Records related link.

Note: If the displayed completion code is Success,
then the sources are validated. But if the displayed
completion code is Error, then there is an error that you
must fix.
c. In the Help sidebar, click Mark as Complete.
10. Set up scheduled import jobs.
a. On the left sidebar, click the Set up scheduled import jobs icon
( ).
b. On the Service Graph Connector for SolarWinds page, in the Set

up scheduled import jobs section, select the task Configure the
scheduled import jobs.
c. In the Configure the scheduled import jobs task section, click

Configure.
d. Review the fields on the Scheduled Data Import form, which are
automatically set.
Field Description

Data source

associated.
Field Description

specified user.

option.

concurrently.

Partition Method

Partition Size
scheduling.

performed.

performed.

Application
record.

Run
import.

Conditional
is executed.

associated.
Note: All active SolarWinds scheduled jobs will run in

their specified order after the SG-Solarwinds Hardware
scheduled job runs. You can modify the Active setting for
each SolarWinds scheduled job as appropriate for your
integration.
e. Click Update if necessary then Mark as Complete.
to periodically pull data from Solarwinds. The data is saved in tables that

Name name
Object ID object_id
Relationships created for Availability Zone
Availability Zone Cloud Subnet

Contains::Contained
[cmdb_ci_availability_ [cmdb_ci_cloud_subn
by
zone] et]
Availability Zone
Contains::Contained Cloud Network
[cmdb_ci_availability_
by [cmdb_ci_network]
zone]
The following attributes in the Cloud Key Pair [cmdb_ci_cloud_key_pair]
Object ID object_id
Name name

associated.
Relationship created for Cloud Key Pair
Cloud Key Pair Logical Datacenter

[cmdb_ci_cloud_key_ Hosted on::Hosts [cmdb_ci_logical_dat
pair] acenter]
Name name
Object ID object_id
Cloud Subnet
[cmdb_ci_cloud_subn
et]
Logical Datacenter
Cloud Network
Hosted on::Hosts [cmdb_ci_logical_dat
[cmdb_ci_network]
acenter]
data:
Name name
Object ID object_id

associated.

Name name
Object ID object_id
CPU name cpu_name
Is Virtual virtual
Virutal Machine
Computer Virtualized Instance
[cmdb_ci_computer] by::Virtualizes [cmdb_ci_vm_instanc
e]
Disk [cmdb_ci_disk]
collected data:

associated.
Model ID model_id
Device ID device_id
Name name
Free disk space (GB) free_space
Size size
Computer computer
Volume serial number volume_serial_number
Computer
[cmdb_ci_computer]
The following attributes in the Hardware [cmdb_ci_hardware] table are
Model ID model_id
Name name

associated.
Default Gateway default_gateway
Hardware IP Address
Owns::Owned by
Network Adapter
Hardware
[cmdb_ci_hardware]
apter]
Name name
Object ID object_id
Hardware Type Logical Datacenter

[cmdb_ci_compute_t Hosed on::Hosts [cmdb_ci_logical_dat
emplate] acenter]
The following attributes in the IIS Virtual Directory [cmdb_ci_iisdirectory]

associated.
Alias alias
Installation directory install_directory
Name name
Relationship created for IIS Virtual Directory
IIS Virtual Directory Hardware

Runs on::Runs
[cmdb_ci_iisdirectory] [cmdb_ci_hardware]
Name name
Object ID object_id
Relationship created for Image
Image Logical Datacenter

[cmdb_ci_os_templat Hosted on::Hosts [cmdb_ci_logical_dat
e] acenter]
Netmask netmask

associated.
Nic nic
Network Adapter
IP Address
apter]
The following attributes in the Logical Datacenter
[cmdb_ci_logical_datacenter] table are populated by collected data:
Name name
Region region
Relationships created for Logical Datacenter
Logical Datacenter Availability Zone

Contains::Contained
[cmdb_ci_logical_dat [cmdb_ci_availability_
by
acenter] zone]
Cloud Service
Logical Datacenter
Account
[cmdb_ci_logical_dat Hosted on::Hosts
acenter]
ce_account]
The following attributes in the Microsoft iis Web Server
[cmdb_ci_microsoft_iis_web_server] table are populated by collected
data:

associated.
Name name
Version version
PID pid
Type type
Relationships created for Microsoft iis Web Server
Microsoft iis Web

Server Contains::Contained IIS Virtual Directory
[cmdb_ci_microsoft_iis by [cmdb_ci_iisdirectory]
_web_server]
Microsoft iis Web

Server Hardware
Runs on::Runs
[cmdb_ci_microsoft_iis [cmdb_ci_hardware]
_web_server]
The following attributes in the MS SQL DataBase
[cmdb_ci_db_mssql_database] table are populated by collected data:
Data Base database
Name name

associated.
Relationship created for MS SQL DataBase
MS SQL DataBase
Hardware
[cmdb_ci_db_mssql_d Runs on::Runs
[cmdb_ci_hardware]
atabase]
The following attributes in the MSFT SQL Instance
[cmdb_ci_db_mssql_instance] table are populated by collected data:
Edition edition
Instance Name instance_name
Name name
Service pack service_pack
Relationships created for MSFT SQL Instance
MSFT SQL Instance

Hardware
[cmdb_ci_db_mssql_in Runs on::Runs
[cmdb_ci_hardware]
stance]
MSFT SQL Instance MS SQL DataBase

Contains::Contained
[cmdb_ci_db_mssql_in [cmdb_ci_db_mssql_d
by
stance] atabase]

associated.
Netmask netmask
Mac manufacturer mac_manufacturer
Name name
Network Adapter
Hardware
[cmdb_ci_hardware]
apter]
Valid valid
Relationship created for Serial Number
Serial Number Hardware

Reference
[cmdb_serial_number] [cmdb_ci_hardware]

associated.
Key key
Name name
Version version
Software Instance
Software
[cmdb_ci_spkg]
nce]
Name name
Software Instance
Computer
[cmdb_ci_computer]
nce]
Software Instance
Hardware
[cmdb_ci_hardware]
nce]

associated.

Object ID object_id
Volume ID volume_id
Name name
Relationship created for Storage Volume
Storage Volume Logical Datacenter

[cmdb_ci_storage_vol Hosted on::Hosts [cmdb_ci_logical_dat
ume] acenter]
Name name
Object ID object_id
State state
Virtual Machine
Logical Datacenter
Instance
Hosted on::Hosts [cmdb_ci_logical_dat
[cmdb_ci_vm_instanc
acenter]
e]

associated.
Virtual Machine
Image
[cmdb_ci_os_templat
e]
e]
Virtual Machine
Hardware Type
[cmdb_ci_compute_t
emplate]
e]
Virtual Machine
Storage Volume
ume]
e]
Service Graph Connector for Tanium (1.5.0)

Use the Service Graph Connector for Tanium to bring in hardware,
software, and software usage data from a Tanium environment into your
Supported versions
• Starting from Tanium 1.9 for Hardware and Software
• Starting from Tanium 1.17 for Software Usage
• San Diego
• Tokyo

associated.
• Utah
Guided Setup
The guided setup for the Service Graph Connector for Tanium provides
or a specific integration run. For more details about monitoring Tanium
Data Mapping
Data from the Tanium data sources is mapped and transformed into
The Tanium data sources include the following:
• SG-Tanium Applications
• SG-Tanium Hardware and Software
• SG-Tanium Usage
Note: SG-Tanium Hardware and Software is supported starting from

Tanium 1.9.
to periodically pull data from Tanium. The data is loaded into the
following staging tables:

associated.
• SG Tanium Import [sn_tanium_integ_sg_tanium_import]
• SG Tanium Usage Import [sn_tanium_integ_sg_tanium_usage_import]
• SG-Tanium Applications [sn_tanium_integ_sg_tanium_applications]
• Logical Disk [cmdb_ci_file_system]
• Physical Disk [cmdb_ci_disk]
• Software Install [cmdb_sam_sw_install] If SAM is installed.
• Software Instance [cmdb_software_instance] If SAM is not installed.
• Software Package [cmdb_ci_spkg] If SAM is not installed.

Note: Software Usage is supported starting from Tanium 1.17.
• TCP [cmdb_tcp]
You need to have the SAM professional plugin (com.snc.samp) installed

to have the Software Usage data source appear. You can make the
performance faster by adding the following indexes:
• samp_sw_product table prod_name column
• samp_sw_publisher table name column

associated.
Note: The indexes are required for instances prior to San Diego.
Starting from San Diego, the two indexes are added in the platform
code.
Set up scheduled import jobs to pull in data from Tanium into your CMDB.
Before you begin

installed.
installed.

installed.

for Tanium, then do not migrate data from the old connector. You
must uninstall the previous version and run the new integration.
Procedure
1. Navigate to All > Service Graph Connector for Tanium > Setup.
3. Configure the authentication credentials and HTTP connection.

associated.
a. On the Service Graph Connector for Tanium page, in the

Configure the Connection and Credentials section, select the
task Set authentication type.
a. In the Value field, enable either token authentication or basic

authentication.
• To enable the token authentication, enter token.
• To enable the basic authentication, enter basic.
b. Click Update, then Mark as Complete.
b. In the Configure the Token auth/Basic auth Credentials section,

configure your credentials.
a. Select Configure.
b. In the Name field, enter a name for the authentication.
For example, Tanium credentials.
• For a Token auth, in the API Key field, enter your Tanium
token.
• For a Basic auth, in the User name and Password field,

enter your Tanium user name and password.
c. Click Update, then Mark as Complete.
c. In the Configure the Connection section, configure the

connections.
a. Click Configure.
b. Update the Host field with a Tanium base URL or IP address.
For example, demojamfhost.com or 127.0.0.1. If you are

using a Tanium cloud instance, enter API at the end of your
base URL, such as demojamfhost-API.com.
c. If you are using anything other than https, then update the
Protocol field.

associated.
Note: If the Tanium server connection requires a MID

Server setup, select the Use MID Server check box and
select the MID Server. For more information about the
Tanium API, see the Tanium Developer documentation.
d. Click Update, then Mark as Complete.
d. In the Configure the View section, to create a custom view.

Note: The integration depends on a custom view from
Tanium.
a. Click Configure.
b. In Tanium, navigate to Modules > Asset.
c. In the left navigation menu, select Views.
d. If you have not done so already, create the ServiceNow

(reserved) view by selecting Create View > Create
ServiceNow view.
Note: By default, the ServiceNow (reserved) view is non-
editable.
e. Create a copy of the view to edit it.
f. Edit the copy.
a. Add all fields from the SIU Product Usage bucket.
b. Add Asset to the Last Seen field.
c. Add Network Adapter to the Model field.
g. Save the view.
h. In the ServiceNow instance, select the view you created in

the drop-down menu.
i. Click the Set View button.
j. Click Mark as Complete.

associated.
e. In the ADM setup instruction section, ignore the instructions as

application dependency mapping is not supported currently.
f. In the Test the Connection section, test the connection by

selecting Configure.
When the test is finished, select Mark as Complete.
Testing the connection may take a few moments. The page is

refreshed to show the test results.
Note: The connection is successful if the HTTP Status is

200. If there is anything displayed in the Error Code and
Error Message fields, then the connection failed and further
4. Configure the Tanium scheduled job.
a. In the Configure the Scheduled Import section, click Configure.
b. Select the scheduled data import that you want to activate.

Field Description

Data source

specified user.

option.

Concurrent Import from multiple import sets.
The function then processes

associated.
Field Description
concurrently.

Partition Method

Partition Size
scheduling.

performed.

performed.

Application
scheduled job.

Run
data.

Conditional
is executed.
e. In the Configure the Scheduled Import task section, click Mark as

Complete.

this step.

associated.
b. On the Service Graph Connector for Tanium page, under the

Add Multiple Icons section, select the Update Data Source
Access task.

click Configure.
e. Edit the record by selecting Global from the Scope menu.
g. Save the record.

Tanium.

table.
Configure.

GlideTableManager.invalidateTable("sys_data_source"
);
);
import_set");
_set");

associated.
ect");

Tanium.
7. Add a basic auth connection to another Tanium instance by

selecting the Add Another Basic Auth Connection task.
Note: Confirm that the current scope is Service Graph
Connector for Tanium.
a. In the Add Another Connection section, select Configure.
b. Either create or edit a connection.

Field Description

Connection Name
connection.
Connection Host name for

Connection URL
Tanium.
Username for Tanium

User name
authentication.
Password for Tanium

Password
authentication.
d. Either add or save the connection.
• To add a new connection, select Create Connection.

associated.
• To save the edits for the existing connection, select Edit

Connection.
f. Repeat these steps in the Add Another Token Auth Connection

section with the following information.
Field Description

Connection Name
connection.
Host Name Host name for Tanium.
Token Token name for Tanium.
g. If needed, set up the MID Server for the connection you created.
a. Under the Configure Mid Servers section, click Configure.
d. Click Update.
a. In the Configure Data Sources and Scheduled Imports section,

click Configure.
b. On the form, enter the following values.
Field Value

Connection and Credential
Alias
previous step.

associated.
Field Value
Select the Tanium view you

View
want to load.
c. Click Generate Data source and Scheduled import, then click

Mark as Complete.
9. Configure the Tanium scheduled job.
a. In the Configure the Scheduled Imports section, click Configure.
b. Select the scheduled data import that you want to activate.

Field Description

Data source

specified user.

option.

concurrently.

Partition Method

associated.
Field Description

Partition Size
scheduling.

performed.

performed.

Application
scheduled job.

Run
data.

Conditional
is executed.
e. Repeat these substeps for each of the scheduled data imports.
f. In the Configure the Scheduled Import task section, click Mark as

Complete.
10. On the left side bar, click the advanced icon ( ) then in the
Advanced section, select the Advanced Settings task.
11. Set up your advanced settings.
a. In the Advanced Settings section, click Configure.
b. If you do not want to exclude the serial number population, enter

false in the Exclude the serial number population field.
c. Click Save.

associated.
d. Close the window and click Mark as Complete.
to periodically pull data from Tanium. The data is saved in tables that

Name name
CPU count cpu_count
CPU type cpu_type
CPU name cpu_name
Is Virtual virtual
Operating System os
OS Domain os_domain

associated.
RAM (MB) ram
Model ID model_id
Network Adapter
Computer
[cmdb_ci_computer]
apter]
Computer IP Address
Owns::Owned by
Disk [cmdb_ci_disk]
Computer Contains::Contained File System

[cmdb_ci_computer] by [cmdb_ci_file_system]
collected data:
Name name
Computer computer
Device interface device_interface

associated.
Storage type storage_type
Model ID model_id
Device ID device_id
Computer
[cmdb_ci_computer]
The following attributes in the File System [cmdb_ci_file_system] table are
Name name
File system file_system
Free space bytes free_space_bytes
Label label
Media type media_type
Mount point mount_point
Computer computer

associated.
Relationship created for File System
File System Computer

Reference
[cmdb_ci_file_system] [cmdb_ci_computer]
Nic nic
Name name
Network Adapter
IP Address
apter]
Netmask netmask
Mac manufacturer mac_manufacturer
Name name

associated.
Model ID model_id
Network Adapter
Computer
[cmdb_ci_computer]
apter]
Valid valid
Version version
Key key
Name name

associated.
Software Computer
Reference
[cmdb_ci_spkg] [cmdb_ci_computer]
Name name
Software Instance
Computer
[cmdb_ci_computer]
nce]
Name name
Relationship created for Application
Application Computer[cmdb_ci_c
Runs on::Runs
[cmdb_ci_appl] omputer]

associated.
Service Graph Connector for VMware Workspace ONE

UEM (1.6.0)
Use the Service Graph Connector for VMware Workspace ONE UEM to
pull data from VMware Workspace ONE Unified Endpoint Management
(UEM) into your ServiceNow Instance.
The integration imports different hardware assets into the ServiceNow®

Configuration Management Database (CMDB) application.
Supported versions
• VMware Workspace ONE UEM version 2008
• Application Discovery Manager (ADM) API version 2
• Quebec
• Rome
• San Diego
• Tokyo
Use Cases
Connector for different ServiceNow applications:

associated.
• Detailed hardware and application inventory for Android, Apple, and

Windows mobile devices. The inventory can be used with or without
• Compliance tracking for mobile devices. You can build your own
device (BYOD) or use corporate-owned devices.
• Incident, problem, change on discovered configuration items (CI).
• Ownership tracking and assignment for mobile devices.
Guided Setup
The guided setup for the Service Graph Connector for VMware
Workspace ONE UEM provides an organized sequence of tasks to
configure the integration on your instance. To access the guided setup,
see Configure guided setup.

with a central view of the status, processing results, and processing errors
of all installed integrations. You can see metrics for all integration runs.
You can filter the view to a specific CMDB integration, a specific time
duration, or a specific integration run. For more details about monitoring
Workspace ONE integrations in the CMDB Integrations Dashboard, see
Using the CMDB Integrations Dashboard.
Data Mapping
Data from the VMware Workspace ONE UEM Devices and Apps
data sources is mapped and transformed into the ServiceNow CMDB
Configuration Item (CI) class definitions using the Robust Transform Engine
(RTE). Data is inserted into the ServiceNow CMDB using the Identification
and Reconciliation Engine (IRE).
When you complete the guided setup, you configure the integration to
periodically pull data from VMware Workspace ONE UEM.

associated.
The data is loaded into the SG-Workspace ONE UEM Devices and Apps
staging [sn_vmwoneuem_integ_devices_and_apps] table.
• Handheld Computing Device [cmdb_ci_handheld_computing]
• Media Player [cmdb_ci_media_player]
• Printer [cmdb_ci_printer]
• SAM Software Installation [cmdb_sam_sw_install], if com.snc.sams

plugin is installed.
• Software Instance [cmdb_software_instance], if com.snc.sams plugin is

not installed.
• Software Package [cmdb_ci_spkg], if com.snc.sams plugin is not

installed.
Note: To view any additional information such as the device

owner, type of ownership, or compliance status, you need to switch
to the SG-Workspace ONE UEM view. This view will display a SG-
Workspace ONE UEM Device Related tab in the related list tabs with
the additional information.
Use the Service Graph Connector for VMware Workspace ONE UEM to
pull mobile and computing devices data from VMware Workspace ONE
Unified Endpoint Management (UEM) into your ServiceNow instance.
Before you begin


associated.


installed.
installed.


Request Discovery.

installed.
About this task
To configure the Service Graph Connector for VMware Workspace ONE

UEM, you must configure your OAuth authentication credentials (step 4)
if you have these credentials. If you don't have these credentials, then
you must configure your Basic authentication credentials (step 5). Do not
configure both OAuth and Basic credentials.

associated.
Procedure
1. Navigate to All > Service Graph Connector VMware Workspace >

Setup.
3. Configure your OAuth authentication credentials.

If you do not have OAuth credentials, skip this step and configure the
Basic authentication credentials in step 5.
a. On the Service Graph Connector for VMware Workspace ONE

UEM page, in the Configure the connection section, select the
task Configure authentication credentials.
b. On the next page, in the Configure authentication credentials

c. On the form, fill in the following fields.

Application Registries form
Field Description
Client ID of the VMware

Client ID
Workspace ONE UEM console.
Client secret of the VMware

Workspace ONE UEM console.
Client Secret
Note: You can click the
lock icon ( ) to view the
client secret.
The Token URL of VMware

Token URL Workspace ONE UEM console
so that you can fetch the
access token.

associated.
Field Description
Note: For more

information about the
Token URL, see the
VMware knowledge base
article on the VMware
documentation site.
To get more information about how to get OAuth credentials,

see the VMware documentation site.
d. Review the other fields on the Applications Registries form as

needed.
Application Registries form
Field Description
Name Name of the OAuth app.
Script that is used to customize

OAuth API Script requests and responses to the
external OAuth provider.
Logo URL Logo URL for the OAuth app.
The Default Grant Type that

Default Grant type is used to establish the OAuth
token.
Number of seconds that a

Refresh Token Lifespan refresh token issued will be
good for.
Option to enable public clients

PKCE required to require PKCE during the
authorization flow.

Application
record.

associated.
Field Description
Location where the OAuth is

Accessible from
accessible from.
Option to activate the OAuth

Active
app.
OAuth authorization code

Authorization URL
end-point.
OAuth access token

Token Revocation URL
revocation end-point.
The OAuth app end-point to

Redirect URL
receive authorization code.
Option to use mutual

authentication for token
Use mutual authentication requests and revocations. This
option requires that a Mutual
Auth Profile is specified.
Option to enable the OAuth

Send Credentials Client to populate client
credentials in the request.
Comments about the OAuth

Comments
app.
e. Click Update if necessary.
f. In the Configure authentication credentials task section, click

Mark as Complete.
4. Configure your Basic authentication credentials.

If the OAuth credentials were configured in step 4, skip this step.
a. On the left side bar, click the Configure the Basic Auth
connection icon ( ) and select the task Select authentication
type.

associated.
b. On the next page, in the Set authentication type section, click

Configure.
c. Update the Value field to basic.
d. In the Set authentication type section, select Mark as Complete.
e. In the Configure authentication credentials section, click

Configure and do the following:
a. In the Name field, enter a name for the authentication.

For example, VMware Workspace ONE UEM Basic
credentials.
b. In the User name field, enter your VMware Workspace ONE

UEM user name.
c. In the Password field, enter your VMware Workspace ONE

UEM password.
d. Click Update.
f. In the Configure API key section, click Configure, in the API Key
field, enter your VMware Workspace ONE UEM tenant code, and
then click Update.
5. Configure the HTTP connection.
a. In the Configure HTTP connection task section, click Configure.

Field Description

connection. Using a MID Server
Use MID server
authentication.
Target host value that is

Host used by the connection.
The Connection URL will

associated.
Field Description
hostname.
Note: Update the
Host field with a VMware
Workspace ONE UEM
base URL. For example,
as4855.awmdm.com.

Credential
connection.
Connection value that is used

Connection alias
to refer to the connection.
URL builder that is used to build

URL builder
the connection URL.
Connection URL of the

connection. You can
either manually enter your
Connection URL
connection URL or use the URL
builder to build the connection
string.
Optional to enable mutual

authentication.

the connection.
Note: Update the
Protocol
Protocol field if you are
using anything other than
https.

Active
connection.

associated.
Field Description

Domain
connection.

by the connection.

connection.
Base path
Note: You do not need to
update this field.
Note: The HTTP connection will be pre-configured to use the

authentication credentials that were configured during the
previous setup task.
d. In the Configure HTTP Connection task section, click Mark as

Complete.
6. Validate the data sources.
a. In the Validate data sources task section, click Configure.
b. Review the fields on the Data Source form, which is automatically

set.
Data Source form
Field Description

Name
source.
Specify the import set table

Import set table label that is produced by this data
source.


associated.
Field Description

Type
to be imported.
Data in single column Data in single column.
Option to use batch insert to

Use Batch Import
the import set table.

Application
record.
Data Stream action that

Data Stream action provides complex object
streams to load data.

Data Loader
import set table.
c. Test the connection by clicking the Test Load 20 Records related

link.
Testing the connection takes a few moments, after which
the page refreshes to show the test results. The connection is
successful if the HTTP Status is 200. If there is an Error Code
and Error Message, then the connection failed and further
Note: Do not click Load All Records during this setup.
d. In the Help sidebar, click Back to Guided Setup.
e. In the Validate data sources task section, click Mark as

Complete.
7. (Optional) Configure additional settings.
a. On the left side bar, click the Configure additional settings icon
( ).
b. On the Service Graph Connector for VMware Workspace ONE

UEM page, in the Configure additional settings section, select the
task Configure duplicate detection rules.

associated.
c. In the Configure duplicate detection rules section, click

Configure.
d. On the CMDB Duplicate Row Rules form, update the Active

column value to true to activate the duplicate detection rule.
Note: To remove fields from being evaluated, add the field
names with a comma in a separated list in the Ignore Fields
column.
e. In the Help side bar, select Mark as Complete.
f. In the Set software import section, click Configure.
g. In the Value field, enter false to import the software data then
close the window.
h. In the Import non-managed software section, click Configure.
i. In the Value field, enter false to include non-managed software

then close the window.
j. In the Import apps with status section, click Configure.
k. Add the status of the applications you want to import by

updating the Value field.
By default, the connector imports applications labeled as
Installed, Pending Removal, and Unknown.
Status values of applications
Status Value
Pending Install 1
Installed 2
Pending Removal 3
Removed 4
Unknown 5
l. Close the window and click Mark as Complete.

associated.
a. On the left side bar, click the Set up scheduled import jobs
button.
b. On the Service Graph Connector for VMware Workspace ONE

UEM page, in the Set up scheduled import jobs section, select the
task Configure the scheduled job.
c. In the Configure the scheduled job task section, click Configure.
d. Select the name of the scheduled import that you want to run.
e. Review the pre-populated fields on the Scheduled Data Import

form.
Field Description

Data source

specified user.

option.

concurrently.

Partition Method

Partition Size
scheduling.

associated.
Field Description

performed.

performed.

Application
scheduled job.

Run
import.

Conditional
is executed.
f. Click Execute Now and repeat the Configure the scheduled job
task and these substeps for the other imports if needed.
g. In the Help task bar, click Mark as Complete.
If you need to connect to multiple instances of VMware Workspace ONE

Unified Endpoint Management (UEM), then create multiple connections
and scheduled imports to import data from multiple data servers.
Before you begin
Ensure that you are in the Service Graph Connector for VMware
Workspace ONE UEM application scope.
Procedure
1. Navigate to All > Service Graph Connector VMWare Workspace >

Setup.
2. On the left side bar, click the Create another OAuth connection icon
.

associated.
3. On the Service Graph Connector for VMware Workspace ONE UEM

page, in the Create another connection section, select the task
Update Scheduled Data Import access and do the following:
a. In the Update Scheduled Data Import access task section, select

Configure.
b. Select the Scheduled Data Import [scheduled_import_set] table.
c. To edit the record, select Global from the Scope menu.
d. Under the Application Access tab, select the Can create, Can
e. Save the record.
f. From the Scope menu, select Service Graph Connector for

VMWare Workspace ONE UEM.

page, in the Create another connection section, select the task
Update Data Source Access and do the following:
a. In the Update Scheduled Data Import access task section, select

Configure.
b. Select the Data Source [sys_data_source] table.
c. To edit the record, select Global from the Scope menu.
d. Under the Application Access tab, select the Can create, Can
e. Save the record.
f. From the Scope menu, select Service Graph Connector for


page, in the Create another OAuth connection section, select
the task Clear Cache for Datasource and Import set and do the
following:

associated.
a. To clear the cache, select Global from the Scope menu.
b. In the Clear Cache for Datasource and Import Set, select

Configure.
ource");
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import_set");
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page, in the Create another OAuth connection section, do the
following:

associated.
Note: You need to the following information from your VMware

Workspace ONE UEM administrator:
• Client ID
• Client Secret
• Token URL
• Connection URL
To get more information about how to get OAuth credentials,

see the VMware documentation on the VMware documentation
site. To get more information about the Token URL, see the
Workspace ONE Access Token URL documentation on the
VMware documentation site.
a. In the Create or Edit connection, select Configure.
b. Do one of the following:

Connection form
Field Description

Connection Name
connection.

Connection URL
connection.
Option to select a MID Server

that sends this connection.
Use MID Server Using a MID Server is
not compatible with mutual
authentication.

associated.
Field Description
MID Server MID Server for the connection.
OAuth Entity Name Display name for OAuth Entity.
OAuth Client ID Client ID for the provider.
OAuth Client Secret Client Secret for the provider.
OAuth Token URL Callback URL for the provider.
d. Do one of the following:
• To create the new connection, select Create and Get OAuth

Tokens.
• To save the edits for the existing connection, select Edit and
Get OAuth Token.
e. When you're finished, select Mark as Complete.

page, in the Create another OAuth connection section, select the
task Create data sources and scheduled data imports and do the
following:
a. In the Create data sources and scheduled data imports section,

select Configure.

SG-Workspace ONE UEM Create Data Source and
Scheduled Import form
Field Description
Contents of this field that

Scheduled Data source and
will be prepended to the
Import name prefix
Scheduled Data Import name.
Connection and Credential Connection and Credential

Alias Alias of the import. Select

associated.
Field Description
the connection alias that was
created in the previous step.
User who will run the

Run Scheduled Imports as User
scheduled data import.
c. In the Help task bar, click Mark as Complete.
to periodically pull data from VMware Workspace ONE Unified Endpoint
Management (UEM). The data is saved in tables that extend from the
Configuration item [cmdb_ci] table.

Name name
Is Virtual virtual
Operating System os
RAM (MB) ram
Model ID model_id
data:

associated.
Name name
IMEI imei
Operating System os
RAM (MB) ram
Model ID model_id
Carrier carrier
The following attribute in the Hardware [cmdb_ci_hardware] table is

associated.
Network Adapter
Hardware
[cmdb_ci_hardware]
apter]
Hardware IP Address
Owns::Owned by
SG-Workspace ONE
Hardware UEM Device Related
Reference
[cmdb_ci_hardware] [sn_vmwoneuem_inte
g_device_related]
Hardware Key Value

Reference
[cmdb_ci_hardware] [cmdb_key_value]
Name name
Nic nic
Network Adapter
IP Address
apter]

associated.
Key key
Value value
The following attributes in the Media Player [cmdb_ci_media_player]
Name name
Model ID model_id

Name name

associated.
Network Adapter
Hardware
[cmdb_ci_hardware]
apter]
The following attributes in the Printer [cmdb_ci_printer] table are
Name name
Model ID model_id
Serial number serial number

Valid valid

associated.

Reference
Handheld Computing
Reference
omputing]
Serial Number Printer

Reference
[cmdb_serial_number] [cmdb_ci_printer]
Media Player
Serial Number
Reference [cmdb_ci_media_play
[cmdb_serial_number]
er]
The following attributes in the SG-Workspace ONE UEM Device
Related [sn_vmwoneuem_integ_device_related] table are populated by
collected data:
Device ID device_id
Device Compliance State compliance_state
Device Ownership device_ownership
User Email user_email
User Name user_name

Key key

associated.
Name name
Version version
Software Instance
Software
[cmdb_ci_spkg]
nce]
Name name
Software Instance
Hardware
[cmdb_ci_hardware]
nce]
CMDB 360/Multisource CMDB

CMDB 360 retains complete history about discovery sources and
proposed values, involved in updates of CI attributes. Use CMDB 360
data to track how the CMDB is populated by various discovery sources at
the CI attribute level. Also, to revert CI updates from a specific discovery
source, or to recompute attribute values using updated reconciliation
rules.
Starting with the Utah release, the Multisource CMDB feature is part of the
CMDB 360 feature. CMDB 360 provides all the functionality of Multisource

associated.
CMDB and additional capabilities such as an analytics dashboard, and

new query functionality. You can access all of the CMDB 360 capabilities
in the CMDB 360 view in CMDB Workspace.
How CMDB 360 works
When multiple discovery sources attempt to update the same

CI attribute, the Identification and Reconciliation Engine (IRE) uses
reconciliation rules to select a single discovery source for the update.
Without CMDB 360, details about the lower-priority discovery sources
whose values were rejected, are discarded. Also, it is difficult to identify
the source of an attribute value without CMDB 360.
With CMDB 360, the raw details for every discovery source and CI
combination are retained for both, discovery sources that were selected
for an update and all others that were not. CMDB 360 data, consisting
of records for each discovery source and CI combination, is stored in
the CMDB MultiSource Data [cmdb_multisource_data] table. You can
examine, query, and report on the CMDB 360 data store.
Note: CMDB 360 supports non-CMDB tables. The widely used term
Configuration Item (CI), can also refer to a non-CMDB table record.
For information about support for non-CMDB tables, see IRE support
for non-CMDB tables.

associated.
CMDB 360 insights into data source processes

associated.
After data is initially ingested from multiple data sources, several

processes are applied to to standardize and reconcile the data before
it is stored in the CMDB. CMDB 360 provides insights that can help you
configure some of these processes.
Using CMDB 360

Use CMDB 360 to:
• Create a dynamic reconciliation rule.
• Control CI updates at the discovery source and CI attribute level.
• Visualize discovery sources of attribute values, at the attribute level.
• Modify reconciliation rules and then recompute CMDB data, reflecting

the updated reconciliation rules.
• Revert CMDB data integration from a specific discovery source, if,

for example, you realize that the discovery source is not reliable.
Recompute CI attribute values, while excluding the discovery source
that you want to ignore.
• Validate a new discovery source by comparing its data to data from

other discovery sources, which are known to be valid.
• Improve data management, data quality, and operational insights, by

querying on CMDB 360 data. Use the CMDB 360 query builder in CMDB
Workspace to create queries for CMDB 360 records, discovery sources,
and CI records.
Enable and configure CMDB 360
• Activate the ITOM Discovery License (com.snc.itom.discovery.license)

plugin.
• Navigate to All > Configuration > CMDB 360 Properties.

Then, in the CMDB 360 Properties pane ensure that the
glide.identification_engine.multisource_enabled (Enables CMDB 360)
property is set to true.
By default, CMDB 360 tracks discovery source information for CIs from
both CMDB and non-CMDB classes. You can independently enable or
disable tracking data for CMDB and for non-CMDB classes, using these
system properties:

associated.
• glide.identification_engine.multisource_cmdb_ci_enabled (Enables
capturing CMDB 360 data for CIs from CMDB classes)
• glide.identification_engine.multisource_non_cmdb_ci_enabled
(Enables capturing CMDB 360 data for CIs from non-CMDB classes
Report on CMDB 360 data
Use the CMDB 360 view in CMDB Workspace to gain insights into the
CMDB 360 data store. Build reports that, for example, do the followings:
• Find CIs not reported by any discovery source.
• Find discovery sources populating data in your CMDB.
• Compare attribute values across discovery sources.
• Compare attribute values between CMDB and other discovery source.
• Limit reports for CMDB 360 data, to a specific application service,

technical service, or a CMDB group.
See Sample Multisource CMDB queries for more details.
Visualize CMDB 360 data

CMDB 360 is highly verbose in the user interface:
• On the Reconcliation Rules page in CI Class Manager, click the Preview

Data tab to see per attribute, discovery sources that are authorized to
update that attribute, in precedence order.
• On a CI form, click the CMDB 360 Data Preview related link to see per
CI attribute, current value in the CMDB and incoming values from other
discovery sources.
Logging
Enable logging for CMDB 360 by adding and enabling the system
property glide.cmdb.logger.source.cmdb_multisource. In the Log
[syslog] table, search for entries in which source=“cmdb_multisource”.

associated.
CMDB 360 experience in CMDB Workspace

The CMDB 360 view provides aggregations and analysis of CMDB 360
data which you can use to track activities and identify potential issues
of discovery sources. You can also create different types of your own
queries and associated schedules and reports to explore CMDB data.
Use the CMDB 360 view in CMDB Workspace to access all of the CMDB
360 capabilities. For information about all CMDB 360 dashboard settings,
see Configure the CMDB 360 dashboard.
Note: Most cards on the CMDB 360 dashboard support non-

CMDB tables in their aggregation, or can be configured to provide
support. However, the CIs not reported by discovery sources card,
for example, doesn't apply to non-CMDB tables. Creating queries for
non-CMDB tables is also supported. For information about support for
non-CMDB tables, see IRE support for non-CMDB tables.
Access
Requirements:
• Role requirement: sn_cmdb_user (CMDB user) or any role containing

sn_cmdb_user
• Additional requirement: Enable and configure CMDB 360
To access the CMDB 360 view in the CMDB Workspace, navigate to

Workspaces > CMDB Workspace. In the CMDB Workspace menu bar,
select CMDB 360.
Potential Issues
Cards on the Potential issues tile show details about CIs with discovery
sources that are incorrectly reporting on the CIs.
CIs not reported by discovery sources
Lists CIs that are discovered by multiple discovery sources, but one or
more of the discovery sources has stopped reporting within a specified
number of days. The Number of days since CIs were last discovered by a
discovery source dashboard setting is used in the card's aggregation.

associated.
Drill down on this card to see a list view of the CIs for the card and the
specific discovery source per CI that is no longer reporting.
Example: You configure 7 days for the setting. A Linux server CI named
backup-linux.sea.com is reported by these discovery sources within the
specified number of days:
• ServiceNow - today.
• ServiceWatch - 4 days ago.
• AgentClientCollector - 8 days ago.
In this scenario, the CI shows on the CIs not reported by discovery sources
card, since AgentClientCollector reported over seven days ago.
Data mismatch
Lists CIs for which different discovery sources are reporting different
values. Attributes are considered mismatched when different discovery
sources report different values for the attribute. CIs that appear when you
drill down on this card can reveal issues with the individual CI, or your
The specific records that appear in the drilled-down list view, depend on
the Data mismatch dashboard settings.
Drill down to the Multisource Data Preview page to see details about
all discovery sources with values for the attribute. On the Multisource
Data Preview page you can use the Search Attributes box to search for
specific attributes and also choose one of the following options:
• All attributes: Shows all attributes of the selected class, regardless of

whether they have a value in the CMDB.
• Attributes with CMDB values: Shows only attributes of the selected class,
with a value in the CMDB.
• Attributes with multisource data: Shows all attributes of the selected

class, and for each attribute shows current CMDB value and any other
discovery sources with a value for the attribute.
Regardless of the option that you choose on the Multisource Data

Preview page, a discovery source value that was used for the current

associated.
CMDB value – is highlighted in green. These values are identical to the

CMDB value of the attribute.
Discovery Sources
Cards in the Discovery Sources tile show aggregated counts for your
discovery sources.
Number of discovery sources
The total number of discovery sources that report CMDB 360 data.
Total CMDB 360 records
The total number of raw CMDB 360 records in the CMDB 360 data store
that contains records for each discovery source report, per each CI
attribute.
Reconciled CIs
The total number of unique CIs created in the CMDB after processing
incoming data from all discovery sources, including after reconciling
data from multiple discovery sources for the same CIs. For more
information, see CMDB Identification and Reconciliation.
Discovery source overview
The distribution of CMDB 360 CIs across all reporting discovery sources.
Saved Queries
The Saved queries card shows up to 20 of your CMDB 360 queries. You
can use the card to edit and run those queries, or create new queries.
Saved queries are sorted on both the card and list view by the most
recently created or updated queries.
If your instance has been upgraded from an instance that contained

Multisource Report Builder queries, then those queries appear on the
Saved Queries card.
• Click a saved query to modify or view it before running.
• Click a query's action icon and then select Run.

associated.
• Click View All Queries to see all the saved queries where you can
examine or run a query.
• Click Create Query to create a query of one of the following types:
• Get Records: Creates a query that you can use to explore your CMDB
360 data. It queries your CMDB 360 for CIs matching your criteria that
are reported by specified discovery sources.
• Find Gap: Creates a query that you can use to analyze gaps in
discovery sources reporting your CMDB 360 data. It queries discovery
sources that report CIs against discovery sources that don't report
those same CIs.
• Compare Attribute Values: Creates a query that you can use to

identify CIs with attribute values that differ across multiple discovery
sources or against the CMDB. It queries at least two discovery sources
and/or the CMDB for CIs that match your criteria.
• Schedule a CMDB 360 query for a report to run that query on a regular
basis. Scheduling a query enables you to create a CMDB 360 report
that integrates the query results with the platform Reporting feature.
Coverage
Cards on the Coverage tile show a breakdown of CIs per the number of
discovery sources reporting those CIs.
CIs with a single source
Shows CIs that are only reported by a single discovery source, with a
breakdown by the discovery source reporting those CIs.
CIs by number of sources
Shows CIs reported by multiple discovery sources, grouped by the

number of discovery sources that are reporting those CIs.
The specific data that this card shows in the list view depends on the
'Coverage cards' dashboard settings.
Configure settings on the CMDB 360 dashboard of the Configuration

Management Database (CMDB) Workspace to determine how your
CMDB 360 data is analyzed and aggregated. These settings affect the

associated.
data that appears on the cards and the records shown when you drill
down on those cards on your CMDB 360 dashboard.
Before you begin
Role required: cmdb_ms_admin
Procedure
2. In the CMDB Workspace menu bar, select CMDB 360.
3. Click Settings.
4. Configure Global settings.

The Maximum number of records to process setting determines the
maximum number of records that can show when you drill down on
the cards in the CMDB 360 dashboard. If the total number of returned
records is greater than the specified setting value, the dashboard
trims the list view output according to this setting and the settings of
individual cards.
You can use this setting to limit the number of records that CMDB 360
must process. The setting applies to these cards:
• CIs not reported by discovery sources
• Data mismatch
• CIs with a single discovery source
• CIs by number of discovery sources
The CMDB 360 dashboard defaults this value to 100,000.
5. Configure Potential issues settings.

These settings affect the calculations for cards on the CMDB 360
view/Potential Issues tile and the list of CIs that appear when you drill
down on those cards.
a. Configure CIs not reported by discovery sources.

The Number of days since CIs were last discovered by a
discovery source setting determines the number of days used
in the calculation of the CIs not reported by discovery sources
card. The card shows CIs that are discoverable by multiple

associated.
sources, but at least one discovery source hasn't reported on that

CI in the specified number of days.
b. Configure Data mismatch.

These settings affect the calculation of the ‘Data mismatch’ card
and the list of CIs that appear when you drill down the card.
These settings determine which classes to use for the card and
the relative weight of each of those classes in the calculations.
Setting Description
Evenly distributes weights

Automatic data weights between the selected CI
classes.
Specify a custom weight for

Manual data weights
each CI class.
Specify the CI classes that you

want to check for attribute
mismatches. CI classes you
specify also include any child
classes.
Select CI classes you want to
include in the calculation Attributes are considered
mismatched when different
discovery sources report
different values for the
attribute.
Select to include only CIs

Show CIs where EVERY with a mismatch between
attribute doesn't match discovery sources for every
attribute that you specify.
Select to only include CIs

Show CIs where ANY attribute with a mismatch between
doesn't match discovery sources for any
attribute you specify.
Specify the attributes that you

Select an attribute
want to check for mismatches.

associated.
6. Configure Coverage settings.

These settings affect the calculations for cards on the CMDB 360 view
in CMDB Workspace tile and the list of CIs that appear when you drill
down on these cards. These settings determine which classes to use
for the cards and the relative weight of each of those classes.
Setting Description
Evenly distributes weights for the

Automatic data weights
selected CI classes.
Specify a custom weight for

Manual data weights
each CI class.
Specify the CI classes that you

want to include in the CIs with a
single source and CIs by number
Select CI classes you want to of sources cards.
include in the calculation
CI classes that you specify also
include any child classes.
7. Click Save.
Create a Get Records query from the CMDB 360 dashboard of your
Configuration Management Database (CMDB) Workspace to help you
explore your existing CMDB 360 data.
Before you begin
Role required: sn_cmdb_user and either cmdb_ms_admin or

cmdb_ms_editor
Procedure
3. On the Saved Queries tile, click Create Query.
4. Click I want to get CMDB 360 data.

associated.
5. Select the CI classes to include in the query.

You can click a selected class to open the condition builder. Use
the condition builder to specify conditions that must be met for each
class. Use And or Or to specify multiple conditions.
Select All Classes if you want to include all CI classes without

conditions.
6. Click Continue.
7. Select discovery sources to query on.

The query retrieves CMDB 360 data that originates from the discovery
sources you specify.
You can leave the Select discovery sources prompt empty to retrieve
data for all discovery sources.
8. Click Continue.
9. On the form, select the options:

Results Layout form
Field Description
Select if you want to see

only unique CMDB 360 records.
Show unique CMDB 360 records Records for the same CIs from
different discovery sources are
consolidated.
Select if you want to see records

Show CI records by discovery
for each CI and discovery
source
source pair.
Limits the query results to CIs

that belong to a service or
CMDB group. When you select
Application Services, Technical
Limit results to Services, or CMDB Groups, a
prompt appears. You can use
the prompt to specify the service
or group that you want the
query to filter for.

associated.
10. Click Continue.
11. Enter a name and description for your query.
12. Click Save .
What to do next
Run the query at least once if you want to create a schedule or report.
On the CMDB 360 Query Results page:
• If the number of results exceeds the number of results appearing on the

page:
• Click Load More Results: To show the next page of results. The
number of results that appear on each result page is specified by
the glide.identification_engine.multisource.query.batch.limit system
property (100 items by default).
• Click Load All Results: To show all results, up to the limit specified
by the glide.identification_engine.multisource.query.max.limit system
property (10000 by default).
• Click a CMDB 360 Source link to easily access preview data of a

source and see more details.
• You can click Create Schedule to set up a schedule that runs your
query on a regular basis. Scheduling your query enables you to use the
query results in reports you create.
• After creating a schedule, you can click Create Report to configure a

report that you can manage using Reporting capabilities.
• On the Query Results page, access a record to view further details. For
example, click a link in the Primary Record column, and then in the CI
Details page, click View CMDB 360 Data.
Create a Find Gap query from the CMDB 360 dashboard of your
Configuration Management Database (CMDB) Workspace to help you
find CIs that are not being reported by a discovery source.

associated.
Before you begin

cmdb_ms_editor
About this task
Gaps in discovery source reporting occur when at least one discovery

source reports on the CI and another doesn't, enabling you to identify
discovery sources that might have an issue.
Procedure
3. Click Create Query.
4. Click I want to find gaps in data between discovery sources.
5. Select the CI classes that you want to check for gaps.
6. Click Continue.
7. Select non-reporting discovery sources.

A non-reporting discovery source is a discovery source that doesn't
report CIs as expected. Multiple non-reporting discovery sources
have an OR condition with each other.
8. Select one or two reporting discovery sources.

These discovery sources report the CI as expected and act as a
baseline for identifying the gap in reporting.
You can leave the Select reporting discovery sources for gap
tracking prompt empty to include all discovery sources in the query.
9. Click Continue.

associated.
Results Layout form
Field Description
Select if you want to see

only unique CMDB 360 records.
Show unique CMDB 360 records Records for the same CIs from
different discovery sources are
consolidated.
Select if you want to see records

Show CI records by discovery
for each CI and discovery
source
source pair.

prompt appears where you can
specify the service or CMDB
group that you want the query
to filter for.
11. Click Continue.
13. Click Save .
What to do next
Run the query at least once if you want to create a schedule.

page:

associated.


• On the Query Results page, access a record to view further details.
Create a Compare Attribute Values query from the CMDB 360

dashboard of your Configuration Management Database (CMDB)
Workspace to help you find CIs with mismatched attribute values
between discovery sources.
Before you begin

cmdb_ms_editor.
About this task
The query enables you to determine if there’s an issue with how a

discovery source reports a CI.
The Compare Attribute Values query compares CIs from different

discovery sources for mismatched values. Mismatches occur when a
discovery source reports attribute values for a CI that are different from
values reported by other discovery sources or the CMDB. You can use the
query to identify these CIs and reconcile the attribute values, or fix any
issues with the discovery sources.
Procedure

associated.
3. Click Create Query.
4. Click I want to compare attribute values between discovery sources

or against the CMDB.
5. Select a CI class that you want to compare attribute values for.

You can click a selected class to open the condition builder. Use
the condition builder to specify conditions that must be met for each
class. Use And or Or to specify multiple conditions.
6. Click Continue.

Attributes to compare form
Field Description
Select if you want to retrieve CIs

where there's a mismatch with
Any attribute doesn't match
any specified attribute values
between the discovery sources.
Select if you want to retrieve CIs

where there's a mismatch with
Every attribute doesn't match
every specified attribute value
between the discovery sources.
Specify the attributes that

Select attributes to compare you want to compare for
mismatched values.
8. Click Continue.
9. Select your discovery sources that you want to compare attribute

values for.
Discovery sources form
Field Description
Select if you want to compare

the specified attribute values
Compare to CMDB
against your CI attributes
recorded in the CMDB. When

associated.
Field Description
you compare against the CMDB,
you only need one discovery
source.
The discovery sources that you

Select discovery sources want to compare. Select at least
two.

prompt appears. You can use
the prompt to specify the service
or group that you want the
query to filter for.
10. Click Continue.
12. Click Save .
What to do next
Run the query at least once if you want to create a schedule.

page:

associated.


• On the Query Results page, access a record to view further details.
Set up a schedule to regularly query for CMDB 360 data. Use scheduled
queries to provide CMDB 360 data to reports you create, which can
provide insight into how discovery sources populate the Configuration
Management Database (CMDB) and the reliability of those discovery
sources.
Before you begin
Ensure that you run the CMDB 360 query at least once.

cmdb_ms_editor.
Procedure
3. On the Saved queries tile, create or access a CMDB 360 query.

If you created a new query, you must run the query at least once
before you can click Create Schedule on the query results page.
4. Select Schedule query on the Results Layout page of the query.

To create a schedule for the Compare attributes values query, select
Schedule query on the Discovery Sources page.
5. Specify a Run frequency and time you want to schedule the query to
run.
When you select Weekly or Monthly, you must also select a day of
the week or calendar day, respectively.
6. Click Save.

associated.
What to do next
Create a CMDB 360 report to integrate CMDB 360 query results with
platform Reporting capabilities. Each run of the query automatically
updates the generated report.
Related tasks
• Create a CMDB 360 Get Records query
• Create a CMDB 360 Find Gap query
• Create a CMDB 360 Compare Attribute Values query
Recompute CI attribute values

Modify reconciliation rules, or exclude a discovery source which is found
to be invalid. Then, use the updated reconciliation rules in recomputing
CI attribute values, for which those reconciliation rules or discovery
source are applicable to.
Before you begin
Enable and configure CMDB 360.
If you want to recompute to apply updated reconciliation rules, then you

must first update the reconciliation rules.
Role required: itil_admin or sn_cmdb_admin
About this task
CMDB 360 automatically generates a recompute task for each

recompute that you submit. If you submit multiple recomputes, a
recompute task is generated for each operation, but only one
task runs at any given time. To list all recompute tasks, enter
cmdb_multisource_recomp_task.list in the left navigation search
box.
There is a maximum number of records that can be included in a

single recompute operation. This number is specified by the system
property glide.identification_engine.multisource.recompute.max.ci.limit
(100,000 by default).

associated.
Note:
• Recompute skips CIs which are reported by multiple discovery

sources, but with different class names.
• Recomputing CI attribute values is not supported with non-CMDB

tables.
Procedure
2. Select a class from the CI Classes hierarchy list.
3. In the left-side pane, expand Class Info, and select Reconciliation

Rules.
4. On the Reconciliation Rules page, click Recompute.
5. Select the Recompute Type.
Replace values from the specified discovery source with

value from the discovery source next in priority, according to
reconciliation rules: Recompute attribute values for the class
CIs, applying priorities specified in reconciliation rules and while
excluding the specified Discovery Source. Records for the
discovery source you are excluding, are also removed from the
CMDB 360 data store.
This operation applies to data that exists in the CMDB. If

reconciliation rules remain in effect for the discovery source that
you have excluded, then future data from that discovery source,
can populate the CMDB.
• Apply updated reconciliation rules: Recompute attribute values

for the class CIs, applying the updated reconciliation rules which
are now in effect.
6. Select the Recompute Scope.

The scopes grow from one option to the next:

associated.
• Recompute only CIs of this class: Basic scope of CIs to

recompute.
• Recompute CIs of this and derived classes: Expand the basic

scope to include CIs from derived classes.
• Recompute CIs of this and derived classes, along with selected

related items: Expand the previous scope to also include CIs from
specified related items. Select the related items to include in the
recompute.
7. Select the Delete action for CIs for which the excluded discovery
source, is the only discovery source.
• Delete record: Delete the CI record from CMDB.
• Set record attributes to custom value: Set a specified CI attribute

to a custom value to remove the CI from regular operations
without deleting the CI. For example, set the Operational status
attribute to Retired.
8. Click Next and on the Review page, carefully review the counts for
the affected CIs to ensure that all record counts are as you expect.
Click Back to adjust any settings for the recompute.
9. Click Recompute.
What to do next
You can do any of the followings:
In the status message that appears for the recompute operation, click
the link to see the CMDB 360 Recompute Task for more details. The
Recompute Task shows the progress and status of the recompute
operation.
You can abort the recompute by setting Status to Closed Incomplete

and selecting Update. You can then set Status back to Work in progress
to resume recompute from where it was aborted.
• Enter cmdb_multisource_recomp_task.list in the left navigation

search box, to see the status and progress of all recompute tasks.

associated.
Multisource Report Builder (legacy)

Improve CMDB data management by querying and reporting on
Multisource CMDB data. Use the Multisource Report Builder to gain
insights about how discovery sources are populating the CMDB and their
reliability. You can then adjust reconciliation rules to improve the quality
of CMDB data, if needed.
CMDB 360 in CMDB Workspace
Starting with the Vancouver release, the Multisource CMDB feature is part
of the CMDB 360 feature which is accessible in the CMDB Workspace.
Create, view, modify, schedule, create reports, and run CMDB 360
queries using the CMDB 360 query builder in the CMDB Workspace store
app. Use the CMDB 360 query builder to create queries of the following
types:
• Get Records: Queries your discovery sources for CIs that match your
criteria.
• Find Gap: Queries for gaps in discovery sources reporting your CMDB
360 data. Queries discovery sources that report CIs against discovery
sources that don't report those same CIs.
• Compare Attribute Values: Queries for CIs with attribute values that
differ across multiple discovery sources or against the CMDB. Queries at
least two discovery sources and/or the CMDB for CIs that match your
criteria.
Legacy Multisource Report Builder
Instead of using the CMDB 360 query builder in CMDB workspace, you
can still use the legacy Multisource Report Builder as described in this
topic.
After you create a Multisource query in the Multisource Report Builder,

you can run the query to see the results. You can then also create a
Multisource report that integrates the Multisource query results with the
platform Reporting capabilities. High level steps for creating a Multisource
report:
1. Create a query, then save and run it.
2. Create a schedule for the query.

associated.
3. Create a Multisource report that is based on the Multisource query.
You can create queries that find:
• All the discovery sources populating data in your CMDB.
• CIs not reported by any discovery source.
• All CIs discovered by one discovery source, but not by another

discovery source.
You can create other queries that show differences in CI attribute values
between multiple data sources, while being compared to the CMDB:
Show how an attribute value is different between a discovery source

and the current CMDB record. For example, find Hardware CIs with
different location than what SCCM reports.
Show how an attribute is different between SourceA, SourceB, and

SourceC. For example, show all Computer CIs where RAM is different
between SCCM, ServiceWatch, and CMDB.
You can show query results by CI records, Multisource CMDB data

records, or discovery sources. You can also limit the report results to CIs
within a specific application service, technical service, or a CMDB group.
Create a Multisource query in the legacy Multisource Report

Builder
Query the Multisource CMDB data to gain insights about how discovery
sources are populating the CMDB, and then use that query to create a
Multisource data report.
Before you begin
Enable and configure CMDB 360.
Role required: cmdb_ms_editor

associated.
About this task
The Multisource Report Builder page updates dynamically as you set

fields. Therefore, some of the fields that are described in the steps below
might not appear.
Procedure
1. Navigate to All > Configuration > Multisource Report Builder.
2. On the Multisource Report Builder page, select a query to edit or run,

or click New.
3. Enter Name and Description for the query.
4. Select the Result type for the query.
• CI records: Results show unique CIs from the Multisource CMDB

data store.
• Multisource data records: Results show all entries of CI/discovery

source combinations from Multisource CMDB data.
• Discovery sources: Results are grouped by discovery sources that

match the query criteria.
5. Select Only show difference to show differences in CI attribute values

and then select the Type of difference.
• Between CMDB record and discovery source: Show differences

in attribute values between the CMDB data and the specified
discovery sources.
• Between discovery sources: Show differences in attribute values

between specified discovery sources based on Multisource data.
6. Select the Class to apply the query to, or select All Classes to apply
the query to all classes.
Use the condition builder to specify conditions that must be met for
the class. Use And or Or to specify multiple conditions.
7. Use the slushbucket to select one or more Discovery source items to

query on.

associated.
8. Set Field to compare to the class attributes for which to show

differences, use the OR and AND operators to compare based on
multiple attributes.
The list of attributes is a pre-populated subset of the class attributes,
to which you cannot add or remove items.
9. Set Limit results to to limit the query results to CIs that belong to a
specific application service, technical service, or a CMDB group.
10. Click Save and then click Run.
What to do next
• On the CMDB Multisource Query Results page:
• If the number of results exceeds the number of results appearing on

the page:
• Click Load All Results: To show all results, up to the limit specified by
the glide.identification_engine.multisource.query.max.limit system
• Click a Multisource CMDB value link or a CI value link to access the

respective records and see more details.
• In the Configuration Item column, click a CI link to open the CI form.

In the Related Links section on the CI form, click the Multisource Data
tab to show Multsource data, such as discovery sources, related to
the CI.
• Create a schedule for the query and ensure that the schedule runs at
least once. This step is required for creating a Multisource report.
Note: Initially, after creating a query, both the Create Schedule
and the Create Report buttons are grayed out. Only after saving
the query, you can create and run a schedule for the query, and
only then you can create a report that is based on the query.

associated.
Schedule a Multisource query
After saving and running a Multisource query, create a schedule for the
query to run automatically on a set schedule. Query results are stored in a
results table and you can configure email addresses for the results to be
sent to or include the results in CMDB dashboards.
Before you begin
The query for the schedule must be already saved and run at least one
time.
Role required: cmdb_ms_user
Procedure
2. On the Multisource Report Builder page, select the query that you
want to create a schedule for.
3. On the Multisource Report form, click Create Schedule. Then, on the

Scheduled Email of Multisource Report Builders, click New.
4. Fill in the Scheduled Email of Multisource Report Builders form.
Field Description
Saved query that was created in

Query
Multisource Report Builder.
Users to email the query results

Users
to.
User groups to email the query

Groups
results to.
Run
Frequency and time to run the
Time query automatically.

associated.
Field Description
When you set Run to On
Demand, the query runs only
when you run it manually.
More ad-hoc email addresses to

Email addresses
email the query results to.
Text that will appear as the

Subject subject of the email with the
query results.
Text that is included in the body

Introductory message of the email with the query
results.
Type of the file with the query

Type results, which will be attached to
the email.
Zip output Enables zipping of the results file.
Enable a condition for running

the query and specify the
Conditional condition in the Condition field. If
the specified condition isn't met,
the query doesn't run.
Condition that must be met for

the query to run (Java script).
Condition
Appears only if Conditional is
selected.
Disable sending an email for a

Omit if no records
query run that returns no results.

associated.
Note: When using update sets to port Multisource schedules

from a non-production to a production environment, check the
Users and Groups settings in the schedule. Any user or group that
doesn't exist in the production environment, and which needs
to receive the query results, must be re-added in either of the
following ways:
• Manually created in the production environment. In this

case, you must also remove the invalid user or group in
the production environment (ported from non-production
environment) from any schedules and add the new user or
group instead.
• Explicitly ported from the non-production to production

environment.
5. Click Submit.
What to do next
• If Run is set to On Demand in a schedule, or if you need to run a query

randomly even if it has a recurring schedule, you can manually run that
query as follows:
1.• Navigate to All > Configuration > Multisource Report Schedules.
2.• In the Scheduled Email of Multisource Report Builders list view, select
the query that you want to run.
3.• On the Scheduled Email of Multisource Report Builder form, click

Execute Now.
• Create a Multisource report for the query, that integrates the

Multisource query results with the platform Reporting feature.
Create a report based on a Multisource (CMDB 360) query
After creating, saving, running, and scheduling a Multisource (CMDB 360)

query, you can create a Multisource (CMDB 360) report that integrates
the query results with the platform Reporting feature. You can for
example, include such Multisource (CMDB 360) report in the platform
CMDB dashboards.

associated.
Before you begin
The Multisource (CMDB 360) query for the report must be already saved,
have a schedule, and must have already run at least once.
Role required: cmdb_ms_user
About this task
Creating a report that is based on a Multisource (CMDB 360) query,

creates a report source which you can then manage using Reporting
capabilities.
Note: If you are using the CMDB 360 view in CMDB Workspace to
generate the CMDB 360 query and the report, you can skip to step 4
in the procedure below.
Procedure
2. In the Multisource Report Builder list view, select the query that you
want to create a schedule for.
3. On the Multisource Report form, click Create Report.
4. On the Create a report form, click Save or Run.
A report shows the results for the most recent query run. If meanwhile
the query has changed, then the report shows results that are out of
synchronization with the query. When you update the query, ensure to
immediately run the updated query so that the report is synchronized
with the query.
What to do next
To add a Multisource (CMDB 360) report to the CMDB Correctness

Dashboard for example, see Add a report to a dashboard.
Sample Multisource CMDB queries
Use sample queries to create your own Multisource CMDB queries.

associated.
Discrepancy in multiple attributes between multiple discovery

sources
Field Setting
Discrepancy in multiple attributes

between multiple discovery
Name
sources (discovery source vs.
discovery source)
Find Linux servers with name

containing “backup” which
have discrepancy in Disk
Description Capacity OR CPU Count
OR Serial Number between
discovery sources ServiceNow/
ServiceWatch/SCCM/Tivoli.
Result type Multisource data records
Only show difference Selected
Type of difference Between discovery sources
Class Linux Server [cmdb_ci_linux_server]
Conditions [Name] [contains] [backup]
ServiceNow/ServiceWatch/SCCM/
Discovery Source
Tivoli
Disk Capacity OR CPU Count OR

Field to compare
Serial Number
Limit results to All

associated.
Discrepancy in multiple attributes between CMDB record and

discovery sources
Field Setting
Discrepancy in multiple attributes

between multiple discovery
Name
sources (CMDB vs. discovery
sources)
Find Linux Servers with name

containing “backup” which have
discrepancy in Disk Capacity
Description AND CPU Count AND Fully
Qualified Domain Name for
discovery sources ServiceNow/
ServiceWatch/SCCM
Between CMDB record and

Type of difference
discovery source
Class Linux Server [cmdb_ci_linux_server]
Conditions [Name] [contains] [backup]
Discovery Source ServiceNow/ServiceWatch/SCCM
Disk Capacity AND CPU Count

Field to compare
AND Fully Qualified Domain Name
Servers discovered by ServiceNow but not by Tivoli
Field Setting
Name Missing Discovery by Tivoli

associated.
Field Setting
Servers discovered by ServiceNow

Description
but not by Tivoli
Result type CI records
Class Server [cmdb_ci_server]
[is] [ServiceNow]
Discovery Source
[is not] [Tivoli]
All discovery sources for backup servers
Field Setting
Name Discovery Sources Backup Servers
All discovery sources for backup

Description
servers
Result type Data sources
Class and class condition:
[Host name][starts with][backup]

associated.
All Multisource CMDB records where the reported value of

Location is different between Altiris and Tivoli discovery sources
Field Setting
Name Compare Location-Altiris vs. Tivoli
List all Multisource CMDB records

where the reported value of
Description
Location is different between Altiris
and Tivoli discovery sources
Type of difference Between discovery sources
• Altiris
Discovery Source
• Tivoli
Field to compare Location
All Multisource CMDB records for Linux Server, where the Location
value is different than the reported value by Tivoli
Field Setting
Linux Server Location - Diff than

Name
Tivoli value
All Multisource CMDB records for

Linux Server, where the Location
Description
value is different than the value
reported by Tivoli.

associated.
Field Setting
Class Linux Server
Between CMDB record and

Type of difference
discovery source
Discovery Source [is][Tivoli]
Field to compare Location
Components related to CMDB 360

Several types of components are related to CMDB 360 (included in the
com.snc.cmdb plugin), such as tables and properties.
Properties
Open the CMDB 360 Properties page by navigating to All > Configuration
> CMDB 360 Properties. You can hover over the '?' icon for a property, to
show property names.
You must have the cmdb_ms_admin role to modify property values.
Enables CMDB 360.

glide.identification_engine.multiso
urce_enabled • Default value: false
• Location: CMDB 360 Properties

page

associated.
Enables capturing CMDB 360 data

for CIs from CMDB classes (derived
from the cmdb_ci class).
glide.identification_engine.multiso • Type: true | false

urce_cmdb_ci_enabled

page
Enables capturing CMDB 360 data

for CIs from non-CMDB classes
(not derived from the cmdb_ci
class). For example, the Serial
Number [cmdb_serial_number]
class, or the Software instance
glide.identification_engine.multiso [cmdb_software_instance] class.
urce_non_cmdb_ci_enabled

page
Max number of items to show per

query results page, in the CMDB
360 Report Builder. Changing the
value of this property, might affect
glide.identification_engine.multiso
performance when running a
urce.query.batch.limit
query.
• Type: numeric

associated.
page
Max number of query results

to show when you click Load
All Results in the CMDB 360
Report Builder. Changing the value
of this property, might affect
performance when running a
glide.identification_engine.multiso query.
urce.query.max.limit
• Type: numeric

page
Max number of CIs that can

be included in a CMDB 360
recompute operation.
glide.identification_engine.multiso • Type: numeric

urce.recompute.max.ci.limit

page
Enable logging for CMDB 360.

CMDB 360 logs are stored in the
glide.cmdb.logger.source.cmdb_
Log [syslog] table with source set
multisource
to "cmdb_multisource".
• Type: string

associated.
• Values: info, warn, error, debug,
or debugVerbose

Tables
Table Description
CMDB 360 Data

CMDB 360 data store. Contains
the raw data sent by all discovery
[cmdb_multisource_data]
sources.
CMDB MultiSource Column

Metadata Mapping of attributes for each
class to floatable columns. Used to
[cmdb_multisource_column_meta improves performance of queries
data] that involve high volumes of data.
CMDB Multisource Queries CMDB 360 query definitions

created by the user in CMDB
[cmdb_multisource_query] Workspace or in the legacy
Multisource Report Builder.
Query Status State of execution, of queries

created in CMDB Workspace or
[cmdb_multisource_query_status] in the legacy Multisource Report
Builder.
Results for queries created in

CMDB Multisource Query Results
CMDB Workspace or in the
legacy Multisource Report Builder,
[cmdb_multisource_query_result]
configured with result type of CI
records.

associated.
Table Description
CMDB Multisource Query Result

Multisource Records
[cmdb_multisource_query_result_m
configured with result type of
s_record]
CMDB 360 records.
CMDB Multisource Query Result

Discovery Sources
[cmdb_multisource_query_result_di
configured with result type of
sco_source]
Discovery source records.
CMDB MultiSource Recompute

Task CIs
All Cis that are involved in a
[cmdb_multisource_recomp_task_ recompute operation.
ci]
CMDB Multisource Recompute

Tasks
Recomputation requests and
progress status.
[cmdb_multisource_recomp_task]
Roles
Role Description
Can access and run a CMDB 360

cmdb_ms_read query but can't create a query.
Contains cmdb_read role.
Can create and run a query,

has full read and write access,
cmdb_ms_editor
but can't do Recompute. Contains
cmdb_ms_read role.

associated.
Role Description
Can create and run a query, and

cmdb_ms_admin can modify CMDB 360 properties.
Contains cmdb_ms_write role.
CMDB data management

The integrity and health of the CMDB is essential for the various features
that depend on the data in the CMDB. As the CMDB grows and
infrastructures change, the CMDB can accumulate stale, duplicate,
or outdated CIs and therefor no longer accurately reflect the IT
infrastructure and applications in the organization.
The CMDB Data Manager is an essential tool where you can create,
publish, and manage policies that reflect organizational needs for
data management. The CMDB Data Manager is a comprehensive
and integrated solution which scales to large CMDBs and supports
bulk management of CI life cycle operations such as deletion and
archival. Use the CMDB Data Manager to automate and govern CI life
cycle operations to help maintain the CMDB in a healthy and efficient
operational state.
Attesting CIs and managing duplicate CIs are also important data
management tasks that help maintain the health of the CMDB.
CMDB Data Manager

CMDB Data Manager is a policy-driven framework for bulk management
of CI life cycle operations such as deletion and archival. The CMDB Data
Manager is a comprehensive and integrated solution which scales to
large CMDBs and copes with rapid changes in a cloud-based world.
Large CMDBs can over time accumulate large amounts of stale CIs
which can impact overall performance. Custom mitigating solutions can
be difficult to develop and to maintain, and are also prone to errors.
The CMDB Data Manager is the tool where you can create, publish,
and manage policies. Create policies to automate and govern CI life
cycle operations to help maintain the CMDB in a healthy and efficient
operational state.

associated.
Terms
Policy
A CMDB Data Manager policy captures the overall management plan

for a specific life cycle event, such as CI retirement. A policy is associated
with a specific subflow (the policy subflow) which creates the tasks (the
policy tasks) for the target CIs of the policy. A policy is configured with
a policy type and the policy tasks perform operations associated with
that policy type, such as archiving or deleting a CI record. Also, you can
configure a policy to require an approval.
The policy type, policy subflow, and the policy tasks, are all aligned to a
specific life cycle event of CIs. For example, a policy set with the delete
policy type, is associated with the delete subflow, and its policy tasks
handle the deletion of CIs.
A daily scheduled job processes all published CMDB Data Manager

policies.
Policy subflow
The policy subflow contains the underlying logic to process a life cycle
event such as retire or delete. If the policy is configured to require
approval, then the policy subflow runs only after a policy task is
approved.
The base system provides several common subflows, such as delete,

archive, and retire, which you can use with policies. You can also create
custom subflows that are needed in the organization.
Policy task
A separate task is created and assigned to each unique Managed By

Group value within the set of target CIs in a policy. A policy task triggers
the policy subflow, tracks the set of target CIs for the task, and handles
the approval of the task, if required.
If a policy requires an approval, the policy tasks do not trigger the policy
subflow until a member of the group assignment in the Managed by
Group attribute of the target CIs, approves the tasks. If a task is rejected
or if the Managed by Group attribute is empty, the task is assigned to an
administrator who needs to manually intervene to resolve the task.

associated.
If a policy isn't configured to require an approval, then the policy tasks

are always automatically approved.
CI exclusion list
A set of CIs to which policies of a specific type do not apply.
CMDB Data Manager experience in CMDB Workspace

You can use the CMDB Workspace landing page and its views to access
high level metrics and details of CMDB Data Manager tasks. For example:
• Use the Important actions tile on the landing page to access data
attestation and life cycle approval tasks such as reassignment requests
and unassigned overdue tasks. Drill down these task cards to see further
details about the tasks.
• Use the My work tile on the landing page to access all open attestation
tasks which are assigned to you, or to the group assigned in the
Managed by Group attribute and which you are a member of. Review
and process these attestation tasks by checking the physical existence
of IT infrastructure or applications associated with the CIs in the tasks.
• Use the Governance view to access attestation tasks that are assigned
to you or to an assignment group that you belong to in accordance
with CMDB Data Manager Attestation policies. Overdue tasks appear in
a separated Overdue tasks list.
For information about reviewing and processing attestation tasks, see

Review CMDB Data Manager Attestation tasks.
To access the Governance view, navigate to Workspaces > CMDB

Workspace and then select Governance in the CMDB Workspace
menu bar. Access requires the sn_cmdb_admin (CMDB Admin),
sn_cmdb_editor (CMDB Editor), or sn_cmdb_user (CMDB User) role.
Now Platform® data archiving

The functionality that the Archive policy type in CMDB Data Manager
provides, relies and extends the Now Platform® data archiving feature,
applied specifically for CMDB CIs. While processing an Archive policy
to archive CMDB CIs, CMDB Data Manager uses components and
processes of Now Platform® data archiving in the following ways:

associated.
• The Archive Rule [sys_archive] table contains the Now Platform®

archive rules including the Archive Configuration Items CMDB archive
rule which CMDB Data Manager Archive policies use.
• Data Manager relies on the Archive scheduled job to run (every hour
by default) and process CMDB Data Manager archive policies. The
Archive scheduled job is stored in the Schedule Item [sys_trigger] table.
• In the Now Platform® table Archive Job Execution Chunks

[sys_archive_run_chunk], the Keys attribute contains the sys_ids of the
CMDB CIs to be archived (where Rule ID is the CMDB archive rule ID).
Archived records are stored in the Now Platform® archive tables, which
are prefixed by 'ar_'. In a similar way, the first time that a CMDB archive
job runs, it creates an archive table for each CMDB class (prefixed by
'ar_cmdb'). Therefore, that initial CMDB archive task takes longer than
subsequent CMDB archive tasks.
For each Data Manager archive policy, the system batches the policy
CIs to be archived into batches of 1000 CIs. The sys_archive_run_chunk
table contains a record per each of those batches.
CMDB archive tables, such as ar_cmdb_ci_computer, are listed under

All > System Archiving > Archive Tables.
When using the CMDB Data Manager to archive CIs, you can also
directly apply Now Platform® data archiving features, such as restoring
archived records during a CIs retention period.
Life cycle state definitions
Life-cycle rules define the retirement state for classes in your organization
and support the transition of CIs through life cycle stages when using the
CMDB Data Manager. After retiring CIs, CMDB Data Manager configures
the retired CIs according to the retirement definitions specified by life-
cycle rules for the CI's class. Using a Retire, Archive, or Delete CMDB
Data Manager policies, requires that an active life-cycle rule exist for
each targeted class in the policy. You can activate life-cycle rules in the
base system to apply the default definitions, customize those rules, or add
life-cycle rules for classes needed in your organization.

associated.
The life cycle state of a CI affects the CIs visibility and inclusion in on-
going CMDB processes:
• A retired CI isn't excluded from any views or processes such as CMDB

Health.
• An archived CI no longer exists in its active table and instead, it is

stored in a separate archive table. Archived CIs are no longer visible or
included in processes such as list views, maps, and relations formatters.
Archived CIs can be retained for a specified retention period before
being deleted from the archive table. During that retention period,
archived CIs can be manually restored into an active state by using the
Now Platform® feature to restore archived records.
• A deleted CI no longer exists in the table it belonged to and there is

no way to restore it into an active state. Deleting a CI is an irreversible
operation.
For more information about accessing and managing life-cycle rules, see
Life-cycle rules.
Configure the environment for CMDB Data Manager

Prepare your environment for using the CMDB Data Manager:
1. Some policy types such as the life cycle policies Retire, Archive, and
Delete, require that an active life cycle rule exists for each targeted
class in the policy. This requirement doesn't apply to all policy types.
For example, this requirement doesn't apply to the Attestation policy
type. If you attempt to create a policy of a policy type for which this
requirement applies but isn't met, an error message appears and the
operation fails.
2. You can streamline approval of policies by populating the Manage

by Group attribute of CIs that you plan to target in policies. Use the
CI Class Manager to populate that attribute for an entire class, in
a single synchronization operation. For more information about this
data synchronization, see Set the group for a CI or an entire class of
CIs. If the Managed by Group attribute is not populated for a CI, then
the approval process is directed to the administrator.
Use CMDB Data Manager
To open the CMDB Data Manager, navigate to All > Configuration >
CMDB Data Manager.

associated.
The CMDB Data Manager tool lets you centrally create, edit, review,
publish, and track Data Manager policies and the tasks generated
by the policies. Use the CMDB Data Manager to create CMDB
Data Manager policies that represent your organizational policies for
managing the life cycle of CIs. The available policy types let you create
policies to:
• Retire all computers without owners which were created more than a
year ago ('Retire' policy type).
• Archive all Linux servers in the Seattle data center which have not been
updated for 6 months ('Archive' policy type).
• Delete all containers which have not been discovered in the past week
('Delete' policy type).
• Attest all the CIs in a specific location (Attestation policy type).
• Approve cascade-delete, archive, or retire life cycle tasks generated

by dependent CI management.
• Delete orphan, stale, or irrelevant records in non-CMDB related

tables. The non-CMDB Related tables in the Related Entry
[cmdb_related_entry] table have references to CMDB tables. A CI in
a related table can, for example, become orphan if the referenced CI
in the CMDB is deleted ('Delete CMDB Related Entry' policy type).
The landing page of the CMDB Data Manager provides a dashboard

view of policies, excluded CIs, and open policy tasks. Access the open
policy tasks that need attention from the management group or from
the CMDB Data Manager administrator. Preview those tasks, and then
approve or reject to continue the process.
Manage CMDB Data Manager policies:
• Create a CMDB Data Manager policy
• Approve or reject a CMDB Data Manager task
• Review CMDB Data Manager Attestation tasks
• Manage CI exclusion lists of CMDB Data Manager

associated.
Components installed with CMDB Data Manager
Scheduled jobs
Processes all published polices of

type Archive and Delete:
• Applies policies only to CIs that

are already retired.
CMDB Data Manager Archive/
Delete Policy Processor • Processes all Archive policies first,
and if no errors encountered,
continues to process any Delete
policies.
Processes all published polices of

CMDB Data Manager Retire Policy
type Retire: Applies policies only to
Processor
CIs that are not retired.
Cleans up stale CMDB Data

Manager tasks by setting the task
to Closed Cancelled.
The
cmdb.data.manager.stale.task.life
.in.days system property
determines the number of days
after which a task is considered
CMDB Data Manager - Stale Task
stale (90 by default).
Cleaner
A task becomes stale if:
• The task was created at least 90

days (by default) ago and it is still
open.
• The approval requests are older

than 90 days (by default) and
the task is not yet approved.

associated.
Processes the Delete CMDB

Related Entry policy by
CMDB Data Manager Delete
deleting the specified related
Related Entry Policy Processor
tables from the Related Entry
Tables
Table Description
CMDB Data Management Policy

Details about CMDB Data
[cmdb_data_management_policy
Manager policies.
]

Executions
Execution records corresponding
[cmdb_data_management_policy to each policy evaluation.
_execution]

Runtime Attributes
Current policy metadata including
[cmdb_data_management_policy status and summary.
_runtime_attributes]
CMDB Data Management Task

Control
Open policy tasks generated by
published policies.
[cmdb_data_management_task]
CMDB Data Management Tasks to

Associations of tasks to CIs.
CIs

associated.
Table Description
[cmdb_data_management_task_t
o_ci]
Excluded CIs
Tracks the CIs that are set to be
[cmdb_policy_ci_exclusion_list] excluded during policy evaluation.
CMDB Policy Types

Policy types supported by the
[cmdb_policy_type] CMDB Data Manager.
CMDB Policy Type Categories

Associations of policy types to Flow
[cmdb_policy_type_categories] Designer Categories.
Roles
Can access all

features in the
CMDB Data Manager,
including:
• Full access to
CMDB Data Manager assigned tasks. • task_editor
administrator
• Full access to • data_manager_user
[data_manager_admi policies.
n] •
• Ability to associate cmdb_query_builder
subflow categories _read
to policy type.
Can create, edit,

and delete policies,
calculate previews,

associated.

approve tasks, and
manage exclusion lists.
Can view CMDB Data

Manager policies in
read-only mode and
calculate previews.
Can perform the

CMDB Data Manager following tasks:
user
• View assigned tasks. cmdb_read
[data_manager_user]
• Update, approve, or
reject an assigned
task.
• Add a CI to an
exclusion list from
their task.
System properties
Size of each batch of CIs that

is deleted or archived (affects
performance optimization).
glide.cmdb.data.manager.delete.
batch.size • Type: Integer
Threshold (in milliseconds) for

subflow running time. A subflow
glide.cmdb.data.manager.subflo that passes this threshold while
w.timeout running, is cancelled.
• Type: Integer

associated.
• Default value: 60,000 (10
minutes)
Number of days that it is still

possible to restore archived CIs
from archive tables. After the
specified number of days pass,
glide.cmdb.data_manager.defaul archived CIs are permanently
t_archive_time deleted from the archive tables.
• Type: Integer
Number of days after which a task

is considered stale and is set to
Closed Cancelled by the CMDB
Data Manager - Stale Task Cleaner
cmdb.data.manager.stale.task.life daily scheduled job.
.in.days
Details:
• Type: Integer
Life-cycle rules
A life-cycle rule specifies the retirement definition for a class, reflecting
processes and protocols in your organization. These rules support the
transition of CIs through life-cycle stages as implemented by CMDB Data
Manager policies. A life-cycle rule is required for each targeted class in a
Retire, Archive, or Delete CMDB Data Manager policy.

associated.
Predefined life-cycle rules
The base system includes predefined life-cycle rules for key

classes such as Hardware [cmdb_ci_hardware] and Application
[cmdb_ci_appl], which are stored in the CMDB Retirement Custom
Definitions [cmdb_retirement_custom_definitions] table. For example, the
predefined rule for the Service [cmdb_ci_service] class defines that for a
retired CI, the value of the attributes [operational status], [Phase], and
[Status] is Retired.
Predefined life-cycle rules are inactive by default, and you must activate
a rule that corresponds a targeted class in a Retire, Archive, or Delete
CMDB Data Manager policy. Only in an upgraded instance in which the
CMDB Data Manager is used, the life-cycle rule for the Configuration
Item [cmdb_ci] class is active. In that case, the retirement definitions
in that rule, are in effect throughout the entire CMDB hierarchy due to
derivation.
You can use the default definition of a predefined life-cycle rule, or

customize a rule to reflect practices in your organization. You can also
add life-cycle rules for additional classes. However, each CMDB class
can be associated with only a single life-cycle rule.
CMDB Data Manager requirement
The Retire, Archive, and the Delete CMDB Data Manager policies
require that for each of the classes that the policy applies to, there's a
corresponding active life-cycle rule. After retiring a CI, CI's attributes are
configured according to the life-cycle rule for the CI's class.
You can use the default definitions in the predefined rules, customize
them, or add new definitions for classes that you need. Predefined
life-cycle rules are inactive by default, other than in some upgrade
situations in which there are existing policies and specific life-cycle rules
are needed by those policies.
Derivation across the CMDB hierarchy
Life-cycle rules are derived throughout the CMDB hierarchy in the same
way that other rules, such as identification rules, are derived. Child classes
extended from a parent class with a life-cycle rule, derive that rule unless
there’s a life-cycle rule defined at the child class level.

associated.
Edit and activate a life-cycle rule
Create, edit, or activate a life-cycle rule to define the retirement state

in your organization, for a specific class. Tables that are targeted in life-
cycle CMDB Data Manager policies, must be associated with an active
life-cycle rule.
Before you begin
Role required:
• data_manager_user has read access
• cmdb_admin and data_manager_admin have full access
About this task
Life-cycle rules in the base system are inactive and you must activate
any rule that you want to use with a life-cycle CMDB Data Manager
policy. To activate a life-cycle rule, set its Active attribute to true.
Each CMDB class can be associated with only a single rule. Life-
cycle rules are stored in the CMDB Retirement Custom Definitions
[cmdb_retirement_custom_definitions] table.
Procedure
1. Navigate to Configuration > CMDB Retirement Definitions.
2. In the list view, select the life-cycle rule/table that you want to edit
and then edit or fill out the CMDB Retirement Custom Definition form.
Field Description
Active Activates the life-cycle rule.
The CMDB class that the life-

cycle rule applies to, including
Table
any child classes of the specified
class.
One or more attribute conditions

Retirement definition
that together define the

associated.
Field Description
retirement state for the class. You
can only use AND clauses in this
definition as the OR clause isn't
supported.
3. Click Update.
Create a CMDB Data Manager policy

Create a CMDB Data Manager policy to automatically process CIs life
cycle event such as deletion. Applying consistent and standard life cycle
policies to CIs helps maintain the health of the CMDB.
Before you begin
• The life cycle policies Retire, Archive, and Delete, require that an active
life-cycle rule exists for each targeted class in the policy. If you attempt
to create a policy of a policy type for which this requirement applies
but isn't met, an error message appears and the operation fails.
• Ensure that any custom subflow that you want to associate with a
policy, exists.
• To require a review and an approval for a policy task: Ensure that the
Managed By Group attribute is populated in target CIs and that the
assigned users have the privilege to approve the policy tasks.
• When Asset Management is activated, check if there is an asset record

associated with that CI before retiring the CI. Check the associated
asset record, if there is one, to ensure that the asset state (install_status)
is Retired.
Role required:
• data_manager_admin: Full access to policies
• data_manager_user: Can read and preview policies

associated.
About this task
Specify for each policy a policy type, a life cycle subflow, and a set of
CIs to operate on as target CIs.
Set condition filters to specify the initial set of CIs that the policy applies
to. You can then further narrow down the initial set of CIs by using a CI
exclusion list for the policy type. During the final preview of the policy, or
from a policy task, you can select individual CIs to also exclude for the
policy type. The policy eventually applies to the resulting set of CIs, after
applying all those filters.
Note: CMDB Data Manager limits the number of target CIs per
task to 10,000. Therefore, when a task exceeds that number, Data
Manager automatically creates as many additional tasks as needed
to include all the CIs for the task. For example, if you target 30,000
CIs in an attestation task, Data Manager breaks down that task into
three tasks, each targeting 10,000 CIs.
You can create policies of the following types:
• Delete: Use to remove a CI from its current table with no option to

restore the CI into an active state.
• Retire: Use to retire a CI while keeping the CI active in list views and in
processes such as CMDB Health.
• Attestation: Use to assign and process attestation tasks that verify the
existence of actual IT infrastructure and applications that you own.
As CIs are continuously ingested into the CMDB from various data
sources, attesting CIs helps to ensure the integrity of the CMDB. For
more information about using the Attestation policy type, see Attesting
CIs.
• Archive: Use to remove a CI from its current table and store the CI in a
separate archive table for temporary retention. Archiving a CI excludes
the CI from views and from processes such as maps the relations
formatter. During the retention period, you can restore CIs into active
state. At the end of the retention period, archived CIs are deleted from
their archive table.

associated.
Delete CMDB Related Entry: Use to clean up any irrelevant or stale data
from related tables to help keep CMDB data healthy and relevant as
the state of referenced CIs change.
Related tables, such as the Serial Number [cmdb_serial_number]

table, aren't part of the CMDB hierarchy but still qualify as CMDB
data. Related tables don't inherent from the Configuration Item
[cmdb_ci] table, but have at least one column that references
a CMDB CI. Related tables are specified in the Related Entries
You can implement your Retire, Delete, and Archive polices so that
they follow Common Service Data Model (CSDM) standards where for
example, CIs are archived and deleted only when a CI is already
in retired state. When you create these life cycle policies, the system
applies processes to manage any dependent CIs that might be left
behind. For more details about these processes and about ensuring that
the feature is enabled, see Dependent CIs management.
For more information about life cycle state definitions, see CMDB Data
Manager.
Procedure
1. Navigate to All > Configuration > CMDB Data Manager.
2. On the CMDB Data Manager landing page, in the Policies tile, click
View Policies.
3. In the CMDB Data Manager Policy and Attributes list view, click New.
4. Fill out the fields in the different sections on the Define Policy tab.
Note: Some fields are applicable only to specific policy types.
Therefore some of the following fields, might not appear for the
policy type that you choose.
Field (General) Description
Name Unique name for the policy.
Task Assignment Group Group to assign the task to.

associated.
Due date for completing the

Task Due In Days policy tasks such as attestation
tasks.
Check to require a review and

an approval of the policy tasks,
by the group assignment in CIs'
Managed by Group attribute or
Needs Review
by an administrator.
Otherwise, all policy tasks are

approved automatically.
Life cycle event or data

management action, such as
Delete or Attestation, that this
Policy Type
policy manages, indicating the
type of actions to perform on
target CIs.
Group to use as the task

assignment group for the Delete
CMDB Related Entry policy
type. The list is a subset of
User Group
user groups from the Group
[sys_user_group] table, where
at least one member has a
data_manager_user role.
The length of time for retaining

archived CIs in the archive table
Apply Retention Time before they are deleted.
During the specified retention

period, you can use the Now

associated.

Platform® data archiving feature
to restore archived CIs.
Field (Condition Filter) Description
The related table to apply

a Delete CMDB Related Entry
Related Entry Table policy. The list contains related
tables from the Related Entry
Criteria that CIs must meet to be

included for the policy as target
CIs.
Condition Filter
Additional filtering such as a CI
exclusion list, can further narrow
down the set of target CIs.
Field (Action) Description
A subflow with the actions that

will run on the target CIs for the
policy.
The subflow typically matches

the policy type. For example,
Subflow if Policy type is set to Delete
CMDB Related Entry, then set
Subflow to Delete Related Entry
Configuration Item.
Note: The Attestation policy
type is not associated with a
subflow.

associated.
Field (Schedule) Description
Frequency How often to run the task.
Time to start running the task

Start Time
when it is due to run.
5. (Optional) Click Run filter in the Condition Filter section, to see the
resulting list of CIs that match the condition filters.
6. Click Save.
7. Click Preview and wait for an impact analysis for the policy on the
Preview Policy Impact page to complete.
This analysis estimates the number of CIs that the policy applies to
based on the policy filters, any CI exclusion lists, and the life cycle
stage of CIs. For example:
• If the policy type is retired, CIs that meet the policy filters but are
already in a retired state, are not targeted for the policy.
• If the policy type is archive or delete, CIs that meet the policy
filters but are not retired, are not targeted for the policy.
8. (Optional) Select CIs in the target CIs list that you want to also
exclude for the policy type. Click Exclude CI and then click
Recalculate Preview to recalculate the data on the preview page.
9. Click Publish to activate the policy.

Unpublished tasks are saved as draft policies.
Result
After you publish a policy:
A daily scheduled job processes the published policy and policy tasks
are assigned as set in the policy. If the policy is associated with a
subflow, then policy tasks trigger the policy subflow. Policy execution
issues are recorded in an error log with notifications sent to the CMDB
Data Manager Administrator.

associated.
If the policy is configured to require an approval for its tasks, then

email notifications are sent to members of the assignment group in the
Managed by Group attribute of the CI. If the policy is associated with a
subflow, then a policy task triggers the policy subflow only after the task
is approved.
• If the policy is associated with a subflow, then after a policy task is

complete, the policy subflow closes the task. For an Attestation policy
(which is not associated with a subflow), a user must process all CIs in
the task and submit the task to close it.
• For Attestation policies, attestation tasks are assigned to users as

specified, and those tasks appear in the CMDB Workspace when those
users log in.
• For some policy types, such as Delete, the list of the target CIs is rolled
up in a CSV file that is then attached to the task for tracking purposes.
• Stale tasks are set to Closed Cancelled by a daily scheduled job. A

task becomes stale when it is still open and not approved after at least
90 days. The number of days after which a task is considered stale
is determined by the cmdb.data.manager.stale.task.life.in.days system
property.
What to do next
• Click View Open Tasks in the Open Policy Tasks tile to track the
processing of policy tasks in the CMDB Data Management Task Control
list view. The Success Percent column shows the percentage of CIs in
the task, for which the task is completed. A CI is counted as complete
in an archival task only after the archival process has been fully
completed for the CI (and isn't counted as complete while the CI is
just staged for archival for example).
• Users log in to the CMDB Workspace to review and process attestation

tasks assigned to them.
• You can open a policy in CMDB Data Manager and click Deactivate to
temporarily prevent the policy from running.
• Manage CI exclusion lists of CMDB Data Manager.

associated.
Related concepts
• CMDB Data Manager
Approve or reject a CMDB Data Manager task

If you are an authorized approver, you might receive an email
notification directing you to review a CMDB Data Manager policy task.
Approve the task to continue its processing, or reject the task to send it to
the CMDB Data Manager administrator for a more detailed review.
Before you begin
Role required:
• data_manager_admin: Full access to policy tasks and can set state to

'Work in progress' of an unassigned task.
• data_manager_user: Read access to policy tasks and can approve or

reject an assigned policy task.
About this task
Authorized approvers for a task are all users in the assignment group of
the task, with the data_manager_user or data_manager_admin roles.
Procedure
2. On the CMDB Data Manager landing page, in the Open Policy Tasks
tile, click View Open Tasks.
3. On the CMDB Data Management Task Control list view, click a task to
review.
4. Click the Approvers tab in the related lists section.
5. In a record where you are the Approver, click the Requested value
in the State column. Then, on the Approval form, set State to your
approval choice such as Approved or Rejected.
6. Click Update.

associated.
Result
1. The Approval field of the task is set to Approved or Rejected.
2. If the task is approved, then the policy subflow is triggered to

continue processing the policy tasks for the target CIs.
Manage CI exclusion lists of CMDB Data Manager

Create a CI exclusion list for the various CMDB Data Manager policy
types. Policies of a specific policy type will not target CIs in the exclusion
list for that policy type.
Before you begin
Role required:
• data_manager_admin: Full access to CI exclusion lists
• data_manager_user: Read access and can add a CI to a CI exclusion

list
Procedure
2. On the CMDB Data Manager landing page, in the Excluded CIs tile,
click View Excluded CIs.
3. On the Excluded CIs list view, click Edit Exclusion List and fill out the
Specify Excluded CIs form.
Field Description
Type of policy from which to

Policy Type
exclude the specified CIs.
Conditions that CIs must meet

Condition Filter to be excluded for the specified
policy type.
4. Click Run filter.

associated.
All the CIs that meet the condition filters, appear in the Results
section.
5. In the Results list, select any or all of the CIs that you want to exclude
from the policies of the respective policy type.
6. In the Excluded CIs section, click the '+' icon to add the selected CIs
to the Excluded CIs list.
7. (Optional) In the Excluded CIs list, select CIs that you want to remove
from the exclusion list, then click the trash icon.
8. Click Save.
Duplicate CIs
When the instance encounters duplicate CIs during identification and
reconciliation, it groups each set of duplicate CIs into a de-duplication
task for review and remediation.
De-Duplication tasks
De-duplication tasks provide details about the duplication, including a list

of all the duplicate CIs. Review the details of each duplicate CI in the
task and the data that was used to determine that the CI is a duplicate.
From a de-duplication task, you can run the Duplicate CI Remediator

wizard to reconcile a set of duplicate CIs into a single CI, eliminating the
duplication.
Duplicate CI Remediator
The Duplicate CI Remediator is a wizard-like tool that you can use to

reconcile a set of duplicate CIs associated with a de-duplication task.
You can choose one of the duplicate CIs to retain as an active CI,
and then decide how to process the rest of the duplicate CIs. The
Duplicate CI Remediator lets you set reconciliation options for attributes,
relationships, and related items.
For information about using the Duplicate CI Remediator, see Remediate

a de-duplication task.

associated.
Properties that affect processing of duplicate CIs

During CMDB Identification, processing of sets of duplicate CIs is
determined by:
• Property glide.identification_engine.skip_duplicates (true by default).
• Property glide.identification_engine.skip_duplicates.threshold (5 by
default).
• Number of duplicate CIs in a set.
For information about how these properties affect the management of

duplicate CIs, see Detecting duplicate CIs.
Main CI
The main CI plays an important role in the remediation of duplicate

CIs. The main CI is a single CI from a set of duplicate CIs, that remains
active while the rest of the duplicate CIs in the set are potentially
retired, deleted, or reconciled into the main CI. Using the Duplicate
CI Remediator, you can select a main CI for a set of duplicate CIs
associated with a de-duplication task.
The duplicate_of attribute in duplicate CIs, is used to store a reference

to the main CI. For duplicate CIs which existed in an instance that was
upgraded to the New York release or later, the main CI is unknown.
After upgrade, duplicate_of for those duplicate CIs is set to 'Unknown',
indicating that the CI is a duplicate but the main CI is unknown.
Before remediation, the CIs in a duplicate CIs set are all duplicates of
each other. After remediation, a set of duplicate CIs consists of one main
CI, and any number of CIs, each considered a duplicate of the main
CI. The duplicate_of attribute of the main CI is empty. The duplicate_of
attribute for all the rest of the duplicate CIs in the set, is a reference to the
main CI of the set.
Restrictions
IRE uses the duplicate_of field internally by populating it as part of the

skip duplicate mechanism, and you should restrict manual updates of
that field. For more details, see Detecting duplicate CIs.

associated.
If you do attempt to modify the value of duplicate_of directly on a CI

form or by using a script, the following restrictions are enforced to ensure
data integrity:
• A CI cannot be its own main CI (you cannot set a CI as a duplicate of

itself).
• A CI and its main CI cannot be from different domains.
The duplicate_of attribute of the main CI cannot reference any CI as its

main CI (you cannot set a CI as a duplicate of another duplicate CI to
create a chain of duplicate CIs).
If you attempt to set a CI as a duplicate of another duplicate CI, then

the CI is set as a duplicate of the main CI of the duplicate CI you are
trying to set. If the main CI of the duplicate CI you are trying to set is
'Unknown', the operation fails.
Example: Attempt to set a CI as duplicate of another duplicate

CI
Result (System
CIs Attempted setting
enforced)
CI1: duplicate_of = CI1: duplicate_of =

empty CI3
CI1: duplicate_of =
CI2
CI3 CI3
CI3: Main CI CI3: Main CI
If CI2 is a duplicate of 'Unknown', the operation fails.
If a main CI becomes a duplicate of another CI, then it can no longer

be a main CI. All CIs that were duplicates of that main CI are set as
duplicates of the new main CI.

associated.
Example: Attempt to set a main CI as duplicate of another CI
Result (System
enforced)

CI4 CI5

CI4 CI5
CI4: duplicate_of =
CI5
CI4 CI5
CI4: Main CI CI4: duplicate_of =

CI5
CI5: duplicate_of =
empty CI5: Main CI
If a main CI becomes a duplicate of a CI within the same duplicate

CI set, then the selected duplicate becomes the main CI in the
duplicate CI set. The rest of the duplicate CIs in the set are set as
duplicates of the new main CI.
Example: Attempt to set a main CI as duplicate of a CI within

the duplicate CIs set
Result (System
enforced)
CI1: Main CI
CI1: duplicate_of =
CI4 CI2: duplicate_of =
CI4: duplicate_of =
CI1
CI1
CI2: duplicate_of =
CI1

associated.
Result (System
enforced)
CI3: duplicate_of =
CI1
CI4: Main CI
• You cannot delete a CI that is the main CI of duplicate CIs. To delete a

main CI, you must first disassociate that main CI with all of its duplicate
CIs. Either delete all duplicate CIs that are associated with that main CI,
or remove the reference to that main CI from all duplicate_of attributes
in any duplicate CIs that have it.
• Review de-duplication tasks
Review details of de-duplication tasks, and then potentially remediate

a de-duplication task.
• Manually create a de-duplication task
Manually create a de-duplication task when it is not automatically

created. You can then use the Duplicate CI Remediator to remediate
the manually created task.
• Remediate a de-duplication task
Remediate a de-duplication task by using the Duplicate CI Remediator

wizard. Use the wizard to guide you through the duplicate CI
reconciliation process or to apply a custom workflow.
• Manage default related items list
You can add or remove items from the default list of related items
which is used globally in the Duplicate CI Remediator for all de-
duplication tasks.
• Properties for duplicate CIs
Use the properties for duplicate CIs to configure how duplicate CIs are
processed.
• Components installed for duplicate CI remediation

associated.
Tables installed to support duplicate CI remediation (included in the

com.snc.cmdb plugin).
Review details of de-duplication tasks, and then potentially remediate a

de-duplication task.
Before you begin
Role required: itil to view, and itil_admin or cmdb_dedup_admin to

remediate a de-duplication task.
About this task
If a duplicate CI is a dependent CI, then you can view the details of

the dependent relationship, the Depend on CI, and any relation qualifier
chain. If the dependent CI has a lookup table, then you can see the
details of the respective lookup table.
Procedure
1. Navigate to All > Configuration > Identification/Reconciliation > De-

duplication Tasks.
2. Select a task.
Remediate Duplicate Task form
Field Description
Number Unique task number.
Person who is responsible for

Assigned to
resolving the task.
Short description Description for the task.
Details describing how the CI

was identified as a duplicate.
Note: Not available in de-
Work notes
duplication tasks that were
created prior to the London
release.

associated.
Field Description
This field also contains user notes
about the decisions and steps of
resolving the task.
Priority Task priority.
State of the de-duplication

State task as it progresses through
resolution.
3. In the related lists section, click the Duplicate Audit Results tab to see
the list of duplicate CIs in this task. You can click a CI to display more
CI details.
Column Description
Reference to the duplicate CI.

Note: This field is a
document ID type, which
means that it can reference
Duplicate CI any record on any table.
If the referenced CI is
deleted as part of resolving
duplicate tasks, then this
field is empty.
For a duplicate CI that is a

dependent CI, this field shows
Relationship
the relationship between the
duplicate CI and depend on CI.
If the duplicate CI is a
Depend on CI dependent CI, then this field
displays the depend on CI.
Discovery method used for the

Discovery source
CI.

associated.
What to do next
Analyze de-duplication tasks to determine which CIs should remain

active and which of the duplicate CIs in the Duplicate Audit Results lists
are stale or incorrect. Click Remediate to remediate a de-duplication
task.
Related concepts
Manually create a de-duplication task when it is not automatically

created. You can then use the Duplicate CI Remediator to remediate
the manually created task.
In some situations, duplicate CIs are not automatically detected and

de-duplication tasks are not automatically generated. Such situation
happens with a class for which identification rules are not defined and
the identification engine cannot be applied. However, you still want to
reconcile these duplicate CIs by utilizing the Duplicate CI Remediator.
Use the CMDBDuplicateTaskUtils API to manually create a de-duplication

task in which all duplicate CIs are specified. The de-duplication tasks that
you create manually and the automatically created tasks, are stored
in the same table ([reconcile_duplicate_task]) and are processed in the
same manner. Then use the Duplicate CI Remediator to remediate those
de-duplication tasks.
Note: You can manually create a de-duplication task only for

CMDB CIs and a CI can be specified as a duplicate CI only in a
single de-duplication task.
Remediate a de-duplication task by using the Duplicate CI Remediator

wizard. Use the wizard to guide you through the duplicate CI
reconciliation process or to apply a custom workflow.
Before you begin
Important concepts associated with the Duplicate CI Remediator:

associated.
Main CI
The main CI is one of the duplicate CIs that you want to retain as an
active CI while potentially retiring or deleting the rest of the duplicate
CIs. The first step in the Duplicate CI Remediator is to select a main CI for
the remediation process. The Duplicate CI Remediator lets you choose
which attribute values, relationships, and related items from the duplicate
CIs to reconcile into the main CI. Alternatively, you can choose not to
consolidate any data and retain the main CI as it is.
Default related items list
A list of related items that is used globally in the Duplicate CI Remediator

for all de-duplication tasks. All items from the default related items list
are selected by default to be merged to the main CI, on the Merge
Relationships and Related Items tab. Adding or removing items from that
slushbucket does not affect the default related items list. See Manage
default related items list for more information.
Note:
• Asset related tables are not included in the default related items list
and therefore they are not available for merge.
• If a scenario involves an inactive change request, the

Configuration item field on the Change Request form is cleared.
If the current value is a duplicate CI, then it isn’t merged with the
main CI.
Review Properties for duplicate CIs for information about important

properties that affect how the Duplicate CI Remediator operates.
Including the glide.duplicate_ci_remediator.dry_run property that
determines if the Duplicate CI Remediator actually updates the CMDB
or not.
Role required: itil to read, itil_admin or cmdb_dedup_admin to write
About this task
As you progress through the tabs of the Duplicate CI Remediator, CIs are
not updated. All updates are applied only in the final step, after you click
Remediate.

associated.
Note:
• Merging of attributes and related items that are associated with

assets is not supported in the Duplicate CI Remediator.
• The Duplicate CI Remediator behaves differently in remediations

that involve a large number of duplicate CIs or where the
duplicates are serial numbers. For information about those special
cases, see the 'Special remediation scenarios' section at the
bottom.
Procedure
1. Navigate to All > Configuration > Identification/Reconciliation > De-

duplication Tasks.
2. Open the de-duplication task that you want to remediate. On the

task form, click Remediate.
3. In the Remediate dialog box, select either of the following options:
• Use the Duplicate CI Remediator (Recommended): Use the

wizard to consolidate duplicate CIs according to your
configurations and settings. Follow the Duplicate CI Remediator
tabs to configure the reconciliation.
Note: This option is not available with non-CMDB tables.
• Use a custom remediation workflow: Use an existing CMDB

remediation rule or select Add New to create a new one.
• On the CMDB Remediation Rule form, set Task type to

Remediate Duplicate Task and select Active.
• On the Workflow form, set Table to Remediate Duplicate Task

[reconcile_duplicate_task] and If condition matches to None.
• Ensure that the associated workflow remediates duplicate

CIs.
In the Remediate dialog box, click Next to start the workflow and
to exit the Duplicate CI Remediator. The Remediate Duplicate
Task form appears, where you can update the State of the task.

associated.
4. On the Select Main CI tab in the Duplicate CI Remediator:
a. Select the main CI for this reconciliation using either of the

following lists of duplicate CIs. For any CI, you can click the Name
link to display the CI's attributes, or click the Related Items link to
display the number of related items.
• Recommended: A subset of the All list, containing only

system recommended main CIs. System recommendations
are based on checking the duplicate CIs for the following
criteria:
• CI with most related items.
• CI with most relationships.
• Newest discovered CI.
• Newest updated CI.
• Oldest created CI.
• Previous main CI, if one was previously selected.
• All: All duplicate CIs for the de-duplication task.
Either option lets you review a summary of the remediation

settings before starting the remediation.
b. Select one of the following options to choose whether to

consolidate any attribute values, relationships, or related items
from any of the duplicate CIs into the main CI:
• Remediate Manually: Lets you specify which attribute values,

relationships, and related items from duplicate CIs to
consolidate into the main CI.
• Use Main CI: Retains main CI attribute values, merges

relationships, and merges only the default related items.
Skip to step number 7 as this selection skips all configurations

other than choosing the action for the duplicate CIs on the
Determine Duplicate CI Actions page.
5. On the Merge Attribute Values tab review inconsistent values of each

attribute. For each attribute, choose to retain the main CI's value, or

associated.
choose a value from a duplicate CI for the main CI to be set with.

Then click Next.
Column Description
Attribute for which there are

Attribute
different values.
Main CI Value Attribute value in the main CI.
The number of unique Attribute

Other Values
values within the duplicate CIs.
To override the main CI attribute value with a duplicate CI value:
a. Click the Other Values link.
b. In the attribute dialog box, click Unique Values to display only

unique attribute values, or All to display all attribute values
including identical values.
c. Select a value for the main CI Attribute to be set with.

You can click Reset to Original to undo the selection of a
different attribute value for the main CI.
d. Click Select.
Note: Attributes, such as system fields, discovery fields
(discovery_source, last_discovered, first_discovered), and read-
only fields (such as the asset field) do not appear in the list.
6. On the Merge Relationships and Related Items tab:
a. In the Merge Relationships section, select whether to merge all

relationships from all duplicate CIs into the main CI. Click View all
relationships to display all the relationships in which a duplicate
CI is a parent or a child. You can click a Parent or a Child link
to display more details. Orphan and duplicate relationships of
duplicate CIs are deleted if you choose to merge relationships.
For more information about the CMDB Health relationship KPI, see

associated.
b. In the Merge Related Items section use the slushbucket to select

related items to be merged into the main CI. Click View all
related items to display all related tables (items) and the count
of references in each table to one of the duplicate CIs. You can
click the links in Main CI Related Items and Duplicate CIs Related
Items to display details about the related items.
Related items in the slushbucket have the following format:
• By default, all items in the default related items list are

selected to be merged.
• Related items (tables) that have no references to a duplicate

CI are not listed, unless that table is included in the default
related items list.
• Since asset related tables are part of the exclusion list, they
are not available for merge.
See Manage default related items list for more information about
configuring a default list of related items.
c. Click Next .
7. On the Determine Duplicate CI Actions tab, choose one of the

following actions to perform after completing the reconciliation. Then
click Next.
• Set attributes to custom values (recommended): Retain all

duplicate CIs. Mark the duplicate CIs as invalid by setting
a specific Attribute to a specific Value for all duplicate CIs.
For example, set Operational Status to Retired to retire the
duplicate CIs.

associated.
The duplicate_of attribute of the duplicate CIs is automatically

set to the appropriate main CI. Also, the duplicate CIs will
not be added to any de-duplication task after this task is
remediated. If the identification engine is not configured to
skip duplication, ensure that identification inclusion rules are
configured to exclude the duplicate CIs during identification. This
configuration prevents new de-duplication tasks with the same
duplicate CIs from being created after remediation.
Note: Discovery fields, system fields, read only fields, and
date fields are excluded from the attributes list.
• Delete: Delete all duplicate CIs (only the main CI remains).

Note: Review Roll back and delete recovery for information
about reverting the deletion of CIs and related records.
8. On the Review and Confirm tab:
a. Review the summary of the expected updates for this duplicate

CIs reconciliation. Updates are based on your selections and
therefore the summary includes only the details that are
applicable. This summary can include details of the relationships
and related items that will be merged to the main CI, the
attribute values that the main CI will be set with, and the number
of CIs that will be deleted. Click Attributes, Relationships, Related
Items, or Duplicate CI Actions if applicable, to display further
details such as changes to attribute values.
b. Click Remediate to complete the reconciliation according to

your reconciliation settings.
Once complete, the task State is set to Closed Complete.
Result
The following relationships are deleted without being merged to the main
CI:
• Relationships in which the type, child, or parent field is empty.
• Relationships for which merging to the main CI will result in cyclic

relationships.

associated.
• Relationship for which merging to the main CI will result in duplicate

relationships.
What to do next
The reconciliation process runs in the background and may take a while
to complete. Upon completion, the system sends a confirmation notice
to the remediator of the task. Meanwhile, you can:
• Review Identification Rules: Review identification and inclusion rules

and make any necessary updates to reduce CI duplication.
• Check Progress: View the task activities that are logged as the
remediation progresses.
• View Main CI: View the main CI for this reconciliation process.
Special remediation scenarios
There are a few special remediation scenarios in which the Duplicate CI

Remediator behaves differently.
Large number of duplicate CIs
Support for reconciliation of duplicate CIs in the Duplicate CI

Remediator is limited when the number of duplicate CIs exceeds
a certain threshold. This threshold is based on the value of the
glide.duplicate_ci_remediator.max.cis property, which is 1,000 by default.
You can update this property to increase the threshold. However, this
threshold never exceeds 5,000, even if you set the property to a value
greater than 5,000.
When the number of duplicate CIs for a de-duplication task exceeds the
threshold, the options available in the wizard are limited:
• On the Select Main CI tab, only the Recommended list of main CIs
appears, and only the Use Main CI option is available.
• Recommendations are based only on the oldest created, newest

updated, and most recently discovered CIs.
• Reconciliation of attribute conflicts and CI relationships is not

supported, and only default related items are reconciled.

associated.
Duplicate serial numbers:
The Duplicate CI Remediator is usually applied to duplicate CMDB CIs.

However, in some situations de-duplication tasks might be created for
duplicate serial numbers. When the Duplicate CI Remediator processes
duplicate serial numbers, the merge of relationships from duplicate
records, is not referenced and is not applied.
You can add or remove items from the default list of related items which
is used globally in the Duplicate CI Remediator for all de-duplication
tasks.
Before you begin
About this task
The default related items list appears on the Merge Relationships and
Related Items tab in the Duplicate CI Remediator. Globally modifying the
list affects all de-duplication tasks being remediated by the Duplicate CI
Remediator.
Alternatively, you can modify the list for only a specific task in the
Duplicate CI Remediator without affecting the default global list.
Note: Only related items in which the reference field points to

Configuration Item [cmdb_ci] in sys_dictionary can be selected for
the default related items list. Related items with references to any
child of the Configuration Item class cannot be selected for the
default related items list, but are still available for merging in the
Duplicate CI Remediator for a specific task.
Procedure

Duplicate CI Remediator Default Related Items.
2. On the Default Related Items List for Duplicate CI Remediator page,

use the slushbucket to add or remove items from the Selected list.
3. Click Save.

associated.
Use the properties for duplicate CIs to configure how duplicate CIs are
processed.
These properties are available for duplicate CIs. To view and edit these
properties, the admin role is required.
Properties for duplicate CIs
If the max_length for an attribute

is equal to the property value, and
the size of the data exceeds the
property value, then the data is
truncated to the property value
and the attribute appears in
Attributes in which max_length attribute lists.
exceeds this property value (4000
by default) are excluded from the • Type: integer
Select Main CI, Merge Attribute
Values, and Determine Duplicate • Default value: 4000
CI Actions tabs in the Duplicate CI
Remediator wizard. • Location: Configuration > CMDB
Properties > Duplicate CI
glide.duplicate_ci_remediator.max Remediator Properties
.field_length
Note: This property
impacts the performance of
de-duplication tasks, therefore
be cautious about setting this
value.
Comma separated list of

related tables in the format • Type: string
'<table>.<reference column>', that
are excluded from merging during • Default value:
duplicate CI remediation. cert_task.cmdb_ci,cert_audit_res
ult.configuration_item,discovery_l
glide.duplicate_ci_remediator.rela og.cmdb_ci,alm_hardware.ci,al
ted_items_blacklist m_asset.ci,fm_expense_line.ci

associated.
Remediator Properties
• Type: integer

Threshold for the number of
duplicate CIs, which if exceeded, • Location: Configuration > CMDB
support for reconciliation in the Properties > Duplicate CI
Duplicate CI Remediator is limited Remediator Properties
(1,000 by default).
• Learn more: See 'Large number
glide.duplicate_ci_remediator.max of duplicate CIs' in Remediate a
.cis de-duplication task.
This threshold never exceeds 5,000,

even if you set the property to a
value greater than 5,000.
When set to false (default value),

updates specified in the wizard are
actually performed.
Determines whether the Duplicate You can set this property to

CI Remediator actually remediates true and then test run through
CI duplication by updating records the Duplicate CI Remediator
in the CMDB, or not. without any records actually being
updated. In this case, the work
glide.duplicate_ci_remediator.dry_ notes for the task describe the
run changes that will happen in an
actual remediation.

associated.
Remediator Properties
Tables installed to support duplicate CI remediation (included in the

com.snc.cmdb plugin).
Tables installed
Table Description
Remediate Duplicate Task

De-duplication tasks.
[reconcile_duplicate_task]
Duplicate Audit Result

CIs associated with each de-
[duplicate_audit_result] duplication task.
Duplicate CI Remediation Input, selections on each tab,

overall status of remediation, and
[cmdb_duplicate_ci_remediation] results of each run of the Duplicate
CI Remediator.
Attesting CIs
Verify the existence of actual IT infrastructure and applications that
you own, systematically and in bulk. As CIs are continuously ingested
into the CMDB from various data sources, ensure the integrity of the
CMDB. Remove any stale CIs that are associated with IT infrastructure
or applications that no longer exists.
Use the CMDB Data Manager to create an Attestation policy, specifying

CIs that need to be attested and the attestation frequency. Assign
Attestation tasks to users that are familiar with or that manage the CIs,
and who can attest or reject the IT infrastructure or applications that

associated.
those CIs represent. Rejected CIs that are no longer needed can then be
retired, archived, or deleted from the CMDB.
Users can go to the Governance view in CMDB Workspace to see their

assigned attestation tasks, and then review and process the tasks.
Smart detection and auto-attestation
Smart detection streamlines and simplifies CI attestation. With smart

detection you can auto-attest CIs that are automatically detected by
discovery programs, based only on recent discovery results.
The following conditions must be met to enable smart detection:
• Discovery is enabled in your organization or Service Graph Connectors

are implemented.
• The system property sn_cmdb_ws.attestation.smart_detection.disabled

is set to false (default value).
In addition, smart detection uses the following system properties as filters

when creating a list of CIs that are candidates for auto-attestation. To be
included as candidates for auto-attestation, CIs must be discovered:
• Within the discovery time window specified by the

sn_cmdb_ws.attestation.smart_detection.discovery_window system
property (for example, within the last 30 days)
• By any discovery source that isn't excluded by the

sn_cmdb_ws.attestation.smart_detection.discovery_source.exclusion
system property
Then, when you review those candidate CIs, you can choose to auto-
attest them.
Properties associated with Attestation
sn_cmdb_ws.attestation.smart_det Disables smart detection.

ection.disabled

associated.
• Values:
• true: Disable smart detection.
• false: Enable smart detection.

• Learn more: Review CMDB Data

Manager Attestation tasks
Comma-separated list of discovery

sources that are excluded in
smart detection processing. For
example, a data source that is
unreliable in detecting CIs.
CIs discovered by discovery

sources in the list, can't be
sn_cmdb_ws.attestation.smart_det candidates for auto-attestation.
ection.discovery_source.exclusion
• Type: string
• Default value: Manual Entry
• Location: System property

Number of days (discovery

window) that smart detection
sn_cmdb_ws.attestation.smart_det
uses to determine whether a
ection.discovery_window
CI is a candidate for auto-
attestation. Only CIs that were
discovered within this discovery

associated.
window can be candidates for
auto-attestation.
• Type: integer
• Location: System property

Review attestation tasks that are assigned to you or to an assignment

group that you belong to in accordance with CMDB Data Manager
Attestation policies. Check the physical existence of IT infrastructure or
applications associated with CIs in the attestation task and then process
those CIs as appropriate.
Before you begin
Role required:
• CMDB administrator: data_manager_admin, sn_cmdb_admin (already

includes the data_manager_admin role)
• CI and service owner or manager: data_manager_user, sn_cmdb_user

(already includes the data_manager_user role)
About this task
After you receive notifications about attestation tasks assigned to you,

check the actual IT infrastructure or applications that you own, and
then process the CIs in the task accordingly. Initially, all the CIs in the
attestation task are listed in a Not Yet Reviewed list and therefore require
attestation. Attested CIs are then moved to an Attested CIs list, while CIs
you reject are moved to a separate Rejected CIs list. After processing all
the CIs in the task, you can submit and complete the task.
As you process the CIs in the task, details of your activities are captured in
the activity stream of the task.

associated.
Attesting tasks is performed in the Governance view in the CMDB

Workspace store app>.
Procedure
1. Navigate to Workspaces > CMDB Workspace and then select

Governance in the CMDB Workspace menu.
Any attestation tasks that are assigned to you or to assignment
groups you belong to, appear in the Data Attestation page.
Attestation tasks are associated with details such as the due dates
and short descriptions for those tasks. Assignment groups that you are
a member of, are also listed.
2. Select a task to review. For a bulk review, select multiple tasks or

check the box next to 'Configuration Item' to review all the tasks in
the list.
3. Review details of a task:
a. (Optional) Administrators can select Cancel task if attesting

the CIs in the task isn't needed. For example, if the task was
created by error. The canceled task is deleted without any
further processing.
b. (Optional) If the task isn't properly assigned, click Reassign and

then select one of the following options. Depending on your
selection, the task might no longer be assigned to you.
• To me: If the task isn't yet assigned to a specific user and you
are the owner of the CIs who can process the task.
To other user: If you aren't the actual owner of the CIs

and there is someone else that is more appropriate as the
owner for the task. In the Reassign to other user dialog
box, set Assign to to that user and enter the reason for the
reassignment. Then click Proceed.
For a CI owner, only users from the assignment group that the
task is currently assigned to, appear. For Admins, all users with
the data_manager_user role appear.
• Send for reassignment: If you aren't the appropriate user for

this task and the administrator needs to assign the task to

associated.
someone else. In the Send for reassignment dialog box, enter

the reason for the operation and then click Submit to send a
notification to the administrator.
c. Click Review CIs to attest to continue the CI attestation process. If

the task is not assigned to anyone, it is automatically assigned to
the current user.
4. (Optional) If the Smart detection dialog box appears, click Review

to review the CIs or Auto-attest to attest the detected CIs without a
review. If you click Cancel, you can later click Run auto-attestation in
the Smart detection widget. When reviewing the CIs to attest, the list
in the Smart detection pane is filtered to CIs that are candidates for
auto-attestation, letting you auto-attest all those CIs in bulk.
a. Review the details of the CIs in the list.
b. (Optional) Click Auto-attest to automatically attest all the CIs in

the list and to move them to the Attested CIs list.
c. (Optional) Click Cancel auto-attestation to leave all the CIs in the

Not Yet Reviewed list and to later continue attesting those CIs
regardless of smart detection.
5. Review the CIs in the Not Yet Reviewed list. You can click a CI
to open a dashboard with more details such as CI health, key
properties, and CMDB 360 data. The details that appear on the CI
dashboard depend on settings and activation of different features.
Use the following cards on the right hand bar to get help and status:
• Click Attestation actions ( ) to get help on the possible

actions you can take while reviewing CIs.
• Click Attestation status ( ) to see your progress in reviewing

and attesting CIs.
• Click Smart detection status ( ) to see if any CIs are

candidates for auto-attestation and to apply auto-attestation if
applicable.

associated.
6. In the Details tab of the Attestation Review CIs pane, select the CIs
that you are ready to process and select an action to apply to all
selected CIs.
Select the CIs that you can attest their existence and click Attest
to move them to the Attested list.
To undo attestation, select the Attested list, select the CIs that
you want to move back to the Not Yet Reviewed list and
click Unattest. Or, select the CIs that you want to move to the
Rejected list and click Reject.
Select the CIs that you can't attest their existence and click
Reject to move them to the Rejected list. In the Confirm rejecting
CIs dialog box, enter an explanation and then click Proceed.
To undo rejection, select the Rejected list, select the CIs that
you want to move back to the Not Yet Reviewed list and click
Unattest. Or, select the CIs that you want to move to the Attested
list and click Attest.
Select the CIs that shouldn't be included in this task and in future
Data Manager attestation policies, and click Exclude. In the
Confirm excluding CIs dialog box, enter an explanation and then
click Proceed.
Those excluded CIs are added to the exclusion list of CMDB Data
Manager attestation policies. For more information, see Manage
CI exclusion lists of CMDB Data Manager. Only an admin can
undo this operation using the CMDB Data Manager.
Select any CIs that you identify as duplicates of other CIs and
click Remove duplicates from task. In the Confirm removing
duplicate CIs dialog box, enter an explanation and then click
Proceed.

associated.
Those duplicate CIs are removed from the attestation task and
a de-duplication task is generated for them, which is similar
to the de-duplication tasks created by the Identification and
Reconciliation Engine (IRE). For more details about how to
process and remediate de-duplication tasks, see Duplicate CIs.
Note: Only an admin can undo this operation.
• After processing all the CIs in the task, when the Not Yet
Reviewed list is empty, the Submit button is enabled. Click Submit,
and then in the Submit attestation dialog box click Submit to
close the task.
CMDB groups
A CMDB group is a collection of CIs that lets you apply CI actions
collectively to all the CIs that are members in the group.
For example, a CMDB CI Lifecycle Management API can use a CMDB

group scriptable API to retrieve the group's list of CIs, and then apply a CI
Lifecycle Management action collectively to all the CIs. You can also use
a CMDB group with the Dynamic CI Group service population method, to
populate an application service.
Group type
A CMDB group is configured with a group type.
• If a CMDB group type is set to Health, then the CIs in the group can be
monitored by CMDB Health, and the aggregated health is reported
for the group as a whole in the CMDB group view dashboard. For
example, you can monitor health only for CIs in a specific location.
• If a CMDB group is set to CMDB Workspace, then that group appears in

the Management view in the CMDB Workspace.
Create and populate a CMDB group
Depending on the group type, you can populate a CMDB group

by manually adding individual CIs, selecting saved CMDB queries, or
building encoded queries in the CMDB group itself. The resulting CIs from
each query are added as members to the group.

associated.
Before you begin
Roles required:
• To view CMDB groups - itil
• To use a CMDB queries - cmdb_query_builder on top of itil
• To manually add CIs - itil or asset
Also, to populate a CMDB group using a CMDB query, a saved CMDB

query must exist.
Procedure
1. Navigate to All > Configuration > CMDB Groups.
2. In the CMDB Groups pane, click New.
3. Fill out the form, right-click the title bar and select Save.
CMDB Group form
Field Description
Group Name A unique name for the group.
• Default: Basic group type

which can be populated
by manually adding CIs,
saved queries, and encoded
queries.
•
Group type
Health: Sets CMDB Health to
monitor the health of the
group CIs and aggregate
health results for the group
as a whole.
Can be populated only by

encoded queries.

associated.
Field Description
Note: Dynamic filters

are not supported when
populating this type of
CMDB groups.
CMDB Workspace: Custom

class group which appears
in the CI Overview panel in
CMDB Workspace store app.
Can be populated only by

encoded queries.
4. To use saved CMDB queries:
a. Click CMDB Group Contains Saved Queries and then click Add
Query.
b. Select a query from the Query Builder Saved Query list.
c. Click Submit.
The query that is used returns a list of CIs of the class in the starting
node of the query.
5. To manually add CIs:
a. Click CMDB Group Contains Configuration Items and then click

Edit Manual CI.
b. (Optional) Add filters.
c. Select CIs in the Configuration Item list and click the '+' icon at
the bottom.
d. In the Group members list, select the CIs to add to the group.
e. Click Save or Save and Exit.
f. In the Save Confirmation dialog box, click OK.

associated.
g. Click Submit.
6. To use encoded queries:
a. Click CMDB Group Contains Encoded Queries and then click

New.
b. Fill out the CMDB Group Contains Encoded Query form with the
query conditions that filter the CIs to be included in the group.
Note: Dynamic filters aren't supported for CMDB health-type
groups, even though it's possible to add them in a condition
clause.
Field Description
Class for which the encoded

Class
query applies to.
Filter that is used in the

calculation for the CI Overview
chart in CMDB Workspace.
Applies only if the

sn_cmdb_ws.ci_overview.enab
le_simple_condition system
property is set to true (false by
default). Improves
CI Overview Condition
performance by yielding less
results when there is a large
amount of data in an
environment that hasn't
migrated to CSDM.
This condition isn't used when

clicking Show All CI.
Filters the CIs that are included

Condition in the group. Used if Simple
Condition isn't applicable.
c. Click Submit.

associated.
What to do next
Click Show All CI to show all CIs from all the result columns of the query.
However, only CIs from CMDB tables are shown.
Show CI Lifecycle Management details for CMDB group CIs
Display CI Lifecycle Management operational state and CI actions that

apply to the CIs that are members of a CMDB group.
Before you begin
Role required: none
About this task
If the CMDB group is based on a CMDB query, then the query runs in
real-time and displays the resulting CIs. If the query does not complete
successfully due to timing out or for other reasons, then appropriate error
messages are displayed.
Procedure
1. Navigate to All > Configuration > CMDB Groups.
2. On the CMDB Groups page, click a CMDB group.
3. Click Show All CI.
Field Description
Configuration Item CI group member.
Class Class of CI group member.
CI Lifecycle Management
operational state of the CI
such as 'Repair in Progress'
Operational Status or 'Operational'. Possible
operational states are defined in
the choice list of the Operational
status field in the cmdb_ci table.

associated.
Field Description
actions that apply to the
CI such as 'Cloning' and
Actions 'Provision'. Possible actions are
defined in the CMDB CI Actions
[statemgmt_cmdb_actions]
table.
CMDB Compliance
CMDB Compliance is a tool set that enables administrators to certify
CMDB data for correctness and fix any discrepancies found in the data.
Note: For compliance in the context of internal business goals and

objectives, and external legislation and regulations, see GRC: Policy
and Compliance Management.
Certification options
CMDB Compliance offers these certification options to suit the size and
requirements of your organization:
Option Description
Automatically compares the

actual attributes and relationships
of specific ServiceNow records
against the desired states for those
records. For example, an audit can
detect a Linux database server
Desired State with insufficient RAM or whose
Depends on relationships with
another CI is incorrect. The system
then publishes any discrepancies
found and automatically assigns
follow-on tasks to qualified users to
bring that server into compliance.

associated.
Option Description
Automatically compares the

actual attributes of specific CIs,
such as CPU count, RAM, or
disk size against the expected
Architecture Compliance attributes for those CIs. The
system publishes any discrepancies
found and automatically assigns
remediation tasks to qualified
users.
Compliance Templates and Audits
The Templates and Audits modules on the top level of the Compliance
menu enable a certification_admin user to create, edit, and delete all
template and audit types.
You can use Compliance Templates and Audits to evaluate records for
any table in the ServiceNow system, not just those tables extending the
Configuration Item [cmdb_ci] table. Compliance audits certify record
attributes only. Compliance templates can be used in Control Test
Definitions in Governance Risk and Compliance.
Compliance Activation
Compliance functionality is provided by the Certification Core
(com.snc.certification_core) plugin which contains shared functionality
required for certification audits.
The Certification Core (com.snc.certification_core) plugin consists of the

following plugins, and is activated by default.
• Activated by default: Desired State Certification

(com.snc.certification_desired_state)
• Activate: Architecture Compliance

(com.snc.architecture_compliance), which automatically activates
the Version Management (com.snc.version) plugin that manages
certification filter and template versions.

associated.
• Activate: Data Certification (com.snc.certification_v2), which

automatically activates the Version Management (com.snc.version)
plugin that manages certification filter versions.
Installed with Compliance

These components are installed with the Certification Core plugin.
Demo data is included with the Desired State and Architecture

Compliance plugins.
The Certification Core plugin adds or modifies these tables.
Compliance Certification Core tables
Name Description
Contains all the data required to

run an audit, including the users
Audit [cert_audit]
assigned to follow-on tasks and the
run schedule.
Contains the results of specific,

Audit Result [cert_audit_result]
certification audits.
Contains the tasks that were

Follow On Task
generated from an audit
[cert_follow_on_task]
discrepancy.
Contains the definition of the

desired state of the record. The
template includes a filter that
identifies the records to evaluate
Certification Template and the expected attributes and
[cert_template] relationship values.
Contains the records to certify,

the expected attributes, and the
expected relationship values.

associated.
Name Description
Base table that defines the desired

Certification Condition [cert_cond] attribute or relationship conditions
used in templates.
Contains the conditions that

define the desired CI attribute
Certification Attribute Condition
values. This table extends the
[cert_attr_cond]
Certification Condition [cert_cond]
base table.
Contains the CI to CI relationship

Certification CI Relationship conditions. This table extends the
Condition [cert_ci_rel_cond] Certification Condition [cert_cond]
base table.
Contains the CI to user relationship

Certification User Relationship conditions. This table extends the
Condition [cert_user_rel_cond] Certification Condition [cert_cond]
base table.
Contains the CI to group

Certification Group Relationship relationship conditions. This table
Condition [cert_group_rel_cond] extends the Certification Condition
[cert_cond] base table.
Contains the related list conditions.

Certification Related List Condition
This table extends the Certification
[cert_related_list_cond]
Condition [cert_cond] base table.
Contains a certification filter,

including the table that contains
Certification Filter [cert_filter]
the records to audit and the filter
conditions.
User roles
The certification role is automatically assigned to all users with the itil
role when the Certification Core plugin is activated or when compliance
applications are upgraded. Certification core installs two business rules,
both called Add Certification Role To Manager, that perform similar tasks
on different tables. One rule checks for a manager specified on the

associated.
User [sys_user] table, and the other checks for the certification role on
the User Role [sys_user_has_role] table. When both a manager and the
certification role are specified for a user, the system automatically grants
the certification role to the manager. This functionality ensures that a
certification task can be escalated successfully to the next level. The
system grants this automatic role to the user's immediate manager only
and not to others up the management chain.
Note: When a manager has only the certification role and no other
role, the manager is considered a Requester and is not counted as a
subscribed user (Fulfiller).
Compliance Certification Core user roles
Name Contains roles Description
Can read and update

certification none certification tasks to
resolve discrepancies.
Can create, read, and

certification_filter_adm
none update certification
in
filters.
Can manage the

entire certification
certification,
process. These users
certification_admin certification_filter_adm
can create, edit, and
in
delete all certification
records.
UI policies
Compliance Certification Core UI policies
Name Table Description
Sets the table field

derived from the
Make table read only Audit [cert_audit]
selected filter to read-
only.

associated.
Hides the Audit type

Hide Audit Type Audit [cert_audit]
field.
Hides the Next

scheduled run date
Hide next scheduled
Audit [cert_audit] when an audit
run
is inactive or on-
demand.
Displays all fields

Show task fields when related to creating
create tasks is set to Audit [cert_audit] tasks when the user
true selects the Create
tasks check box.
Make name Makes Name a

Audit [cert_audit]
mandatory mandatory field.
Prevent editing of Last Makes Last run date

Audit [cert_audit]
run date field read-only.
Shows or hides
fields based on
the Assignment type
selected. The system
shows the User field
when you select the
following assignment
Show User field Audit [cert_audit] types:
• User Field if the

Assign to empty
option is Create
Assigned Task.
• Specific User
Shows or hides
Show Assign to fields Audit [cert_audit] fields based on
the Assignment type

associated.

shows the Assign
to field when the
assignment type is User
Field.
Shows or hides
fields based on
the Assignment type
shows the Assign to
empty field when you
Show Assignment select either of the
Audit [cert_audit]
Fields following assignment
types:
• User Field
• Group Field
Shows or hides
fields based on
the Assignment type
shows the Group
field when you select
either of the following
Show Group field Audit [cert_audit] assignment types:
• Specific Group
• Group Field if the

Assign to empty
option is Create
Assigned Task.
Hide "run" associated Hides these scheduling

fields when active is Audit [cert_audit] fields when the audit is
set to false inactive:

associated.

• Run
• Day
• Time
• Last scheduled run
Displays the Run this

Show script window on
Audit [cert_audit] script field when the
Scripted Audit
audit type is Scripted.
Sets the table field

Certification Condition derived from the
Make table read only
[cert_cond] selected filter to read-
only.
Script includes
Compliance Certification Core script includes
Name Description
Utility functions for desired state,

DesiredStateUtil used to clone a template for Insert
functionality.
Tool to get all relationships for a

CMDBRElationshipAjax
given table.
Parses condition filters. This script

include is the internal code used
RelationshipQueryParseAjax
in generating the compliance
conditions.
Utility functions for certification that

CertificationUtils find Next run time value, and so
on.

associated.
Name Description
CertTaskEscalationTimerPercentag Utility method for setting escalation

e timer durations.
AJAX utilities for parsing queries

ConditionUtilsAjax
into a human-readable format.
AJAX server-side script to delete all

DeleteInactiveVersionsAjax
inactive versions of a record.
Client scripts
Compliance Certification Core client scripts
Sets the correct audit

type for new records,
Make audit type read Certification Template
and if the record is
only if not new [cert_template]
not new, sets the Audit
type field to read only.
Updates the table

Update table name
Audit [cert_audit] Name field when the
(filter)
filter is updated.
Updates the table

Update table name Audit [cert_audit] Name field when the
template is updated.
Returns the table

Set table name on
Audit [cert_audit] name from the
new
template or filter.
Updates the table

Name field when a
new filter is chosen
Certification Template
Update table name and checks all existing
[cert_template]
conditions to see if
they work for the new
table.

associated.
Shows and
Show conditions when Certification Template hides conditions
table is set [cert_template] appropriately when
the table is set.
Clears the filter and

Reset filter when audit Certification Template updates the lists shown
type changes [cert_template] when the audit type is
changed.
Business rules
Compliance Certification Core business rules
Part of certification
versioning. This
Certification Condition
Clone condition business rule retains
[cert_cond]
the original ID when a
condition is changed.
Ensures that all audit

Copy audit type from Audit Result results have the same
audit [cert_audit_result] audit type as the audit
that generated them.
When a user selects

a template, and
Copy values from
Audit [cert_audit] updates the table,
template
filter, and audit type
from the template.
Part of certification
Certification Condition
Delete condition versioning that deletes
[cert_cond]
a condition.
Prevents deletion of
Prevent deletion of
Audit [cert_audit] an audit containing
audit with results
results.

associated.
Prevents deletion of a
Prevent delete of Filter Certification Filter
filter still linked to a
with Template [cert_filter]
template or audit.
Prevent deletion of Audit Result
an audit result with an
result with task [cert_audit_result]
attached task.
Prevent delete of Certification Template
a template still being
Template with Audit [cert_template]
used by an audit.
When storing template

conditions, properly
run all workflows and
Update conditions' Certification Template
update the condition
tables [cert_template]
fields to contain the
display version of the
conditions.
Creates a version
Certification Filter when the filter
Update filter version
[cert_filter] changes in any
meaningful way.
Updates the time in

the Next scheduled
Update next run time Audit [cert_audit]
run field when an
audit is modified.
When the audit runs,

update the Next
Update next run time
Audit [cert_audit] scheduled run field to
during execution
the next time the audit
is scheduled to run.
Update the stored

Certification Template
Update table table to the table of
[cert_template]
the filter.

associated.
Creates a version
Update template Certification Template when the template
version [cert_template] changes in any
meaningful way.
Compliance Overview module

The Compliance Overview module is a type of a homepage.
About this task
The Compliance Overview module summarizes:
• Current audit states
• Outstanding certification tasks
• Compliance discrepancies
• Upcoming audits
• General state of compliance audits for Data Certification, Desired

State, Architectural Compliance, and Scripted audits
Only users with certain roles can access the Overview module. The
different levels of access are:
Access levels per role
Role Access
View (view overview page and

certification
refresh reports)
certification_admin • View (view overview page and

refresh reports)

associated.
Role Access
• Customize (refresh, add, delete,
and rearrange reports)
View, customize
• View (view overview page and

refresh reports)
admin • Customize (refresh, add, delete,

• Edit (can edit gauges)
Procedure
1. Navigate to All > Compliance > Overview.
2. Click elements within the reports to obtain more information.

For example, click the Disk space (GB) bar in the Compliance
Discrepancies chart to open a list of audit results filtered by disk
space attributes.

associated.
Example
Compliance Overview
Architecture Compliance
Architecture Compliance manages scheduled or on-demand audits of
CMDB data to determine which configuration items (CI) match expected
attributes. The compliance audits check servers to ensure that their
physical resources, such as CPU speed or memory, comply with certain
standards.
The compliance process checks servers to ensure that their resources,

such as CPU speed or memory, comply with standards set by your
organization. Audit reports show any discrepancies in the attributes of
the target CIs, and ServiceNow automatically assigns follow-on tasks to
qualified users who can remediate those discrepancies.

associated.
The administrator responsible for compliance checking creates template

definitions of expected attributes and then schedules an audit to check
CIs for compliance. The audit results identify CIs that pass certification
and itemize the discrepancies in those CIs that fail. ServiceNow
automatically generates and assigns follow-on tasks to track the process
of getting the CIs back into compliance. Users with the admin role
activate Architecture Compliance.
Architecture Compliance roles
To access or configure certification elements, a user must have the

certification_admin role. These users can create, update, and delete
filters if they have the proper access to necessary tables.
In the base system, certification_admin users have limited system rights

and do not have access to all the necessary tables. When assigning
compliance resources, make sure to grant additional roles to the
certification_admin user as needed. For example, the certification
administrator needs roles that grant access to these tables:
• Company [core_company]
• Cost Center [cmn_cost_center]
• Schedule [cmn_schedule]
Architecture Compliance Process

Perform these tasks in this order to certify configuration items with
Architecture Compliance.
1. Create a filter.
Create a filter that defines a subset of configuration items to certify.

You can create multiple versions of a filter, and then activate the
version you want to use for compliance checking. Architecture
compliance only supports filters on the Configuration Item [cmdb_ci]
table and all tables that extend it.
2. Create a template.
Create template conditions using values from reference fields in a

related list or conditions that define the expected physical attributes

associated.
of each CI in an audit. The template uses a filter to determine which

configuration items the system examines based on these conditions.
3. Create and run an audit.
Create and schedule an audit or run an audit on demand. The audit

generates a set of results based on the conditions in the template
you specify.
4. View audit results.
View the audit results which display any discrepancies between the
expected state, as expressed by the template conditions, and the
actual state of the target configuration items.
5. Correct discrepancies.
Correct the discrepancies the audit found by completing the follow-

on tasks created by the system.
The Architecture Compliance Overview module displays various

architecture compliance reports. The Overview module is a type of
homepage.
Only compliance users with certain roles can access the Overview
module. The different levels of access are:
Role Access

certification
refresh reports)

refresh reports)
certification_admin
View, customize

associated.
Role Access

refresh reports)

• Edit (can edit reports)
Using the Architecture Compliance Overview Module
To use the Architecture Compliance Overview module, navigate to

Compliance > Architecture Compliance > Overview and click elements
within the gauges to obtain more information.
The available reports are:

Architecture Compliance Overview Module Gauges
Report Description Table
All outstanding follow-

30/60/90 Day Task on tasks grouped
Certification Task
Aging by age in 30-day
increments
Architecture
All audited attribute
Compliance Audit Results
discrepancies
Discrepancies
All follow-on tasks

Hierarchical Task Roll
grouped by Assigned Follow On Task
Up
to user
Outstanding All follow-on tasks in

Architecture the Pending, Open, or Follow On Task
Compliance Tasks Work in Progress state

associated.
Report Description Table
Upcoming
Architecture All scheduled audits Audit
Compliance Audits
Architecture Compliance Module
Desired State
Desired State performs scheduled or on-demand audits of CMDB data to
determine which records match the expected attributes, CI relationships,
and relationships to other records in the system.
For example, desired state can determine if a computer has a

license for a particular software program. The compliance process
checks configuration items (CI) to ensure that their attributes and
relationships comply with standards set by your organization. Audit

associated.
results show any discrepancies in the desired state of a record, and

ServiceNow automatically assigns follow-on tasks to qualified users who
can remediate those discrepancies.
Desired State roles
To access or configure certification elements, a user must have the

certification_admin role. These users can create, update, and delete
filters if they have the proper access to necessary tables.
In the base system, certification_admin users have limited system rights

and do not have access to all the necessary tables. When assigning
compliance resources, make sure to grant additional roles to the
certification_admin user as needed. For example, the certification
administrator requires roles that grant access to these tables:
Desired State process
The desired state certification process can mean checking servers to

ensure that their physical resources, such as CPU speed or memory,
comply with certain standards. This process also ensures that all critical
business services have a manager, support group, and approval group
assigned.
The administrator responsible for certification creates definitions of

desired states and then schedules an audit to check CIs for compliance.
The audit results identify CIs that pass certification and itemize the
discrepancies in those CIs that fail. The ServiceNow system automatically
generates follow-on tasks to track the process of adjusting the CIs to the
desired state.
Desired state differs substantially from data certification. Data

certification is a manual process to ensure that your data matches
reality. Desired state examines the same data and determines when the
configuration of each item is in the desired and approved state.
1. Create a certification filter: Create a filter that defines a subset of

configuration items to certify. You can create multiple versions of a

associated.
filter, and then activate the version you want to use for certification.
You can create filters on the Configuration Item [cmdb_ci] table and
all tables that extend it.
2. Create a template: Create a template with conditions that define

the desired state of the physical attributes, related records, and
relationships for a CI. The certification filter you select for the
template determines which configuration items the system examines.
3. Create and run an audit: Create an audit using the template. Set
the audit to run on a schedule or on demand. The audit generates a
set of results based on the conditions from the template you specify.
Determine usage of follow-on tasks:
• Determine if the audit creates follow-on tasks and assignment.
• Determine if the same follow-on task is used for the

same audit failure across multiple runs. The system attribute
glide.allow.new.cert_follow_on_task is set to true by default,
allowing for new follow on tasks to be created for the same
failure, at each audit run.
4. View audit results: View the audit results which display any
discrepancies between the desired state, as specified by the
template, and the actual state of the target configuration items.
5. Correct discrepancies: Correct the discrepancies the audit found by

completing the follow-on tasks created by the system.
The Desired State Overview module displays various desired state reports.
The Overview module is a type of homepage.
Desired State Overview module roles

Only compliance users with certain roles can access the Overview
module. The different levels of access are:
Role Access

certification
refresh reports)

associated.
Role Access

refresh reports)
certification_admin • Customize (refresh, add, delete,
View, customize

refresh reports)

The different levels of access are:
• View: can view the overview page and refresh reports.
• Customize: can refresh, add, delete, and rearrange reports.
• Edit: can edit reports.
Use the Desired State Overview module
The Desired State Overview module displays various desired state reports.
Before you begin
Role required: none
Procedure
1. Navigate to All > Compliance > Desired State > Overview.
2. Move or add reports where needed.

associated.
The Desired State Overview Module in the base system contains

these reports:
• Upcoming Desired State Audits: All scheduled audits.
• Outstanding Desired State Tasks: All follow-on tasks in the

Pending, Open, or Work in Progress state.
• Hierarchical Task Roll Up: All follow-on tasks grouped by Assigned

to user.
• Desired State Discrepancies: All audit discrepancies for attributes

and relationships.
• 30/60/90 Day Task Aging: All outstanding follow-on tasks grouped

by age in 30-day increments.
The Desired State application includes reports to assess your audit results.

associated.
These reports are available to all users whose role gives them access
to the Reporting application. Users with the admin role can share these
reports with specific users of groups or change the display options.
Navigate to Reports > View / Run. In the Reports search field, enter all or
part of the report name such as Desired State. You can also scroll to
the designated category and select one of the reports.
In addition to these reports, you can generate your own reports.
Desired state report table
Report Description Category
This report displays all

desired state audit
results that have a
follow-on task that is
not yet in the Closed
Complete state. This
Desired State report displays by Audit Result
Discrepancies column name.
• Type: bar chart
• Table: Audit Result

[cert_audit_result]

audit results where the
Stability field has the
value Unstable. This
report displays by CI
Desired State Result and stacked by audit. Audit Result
with Stability Unstable
• Type: bar chart

[cert_audit_result]

associated.

audit results where the
Threshold field has the
value Exceeded. This
report displays by CI
Desired State Result and stacks by each
with Threshold audit. Audit Result
Exceeded
• Type: bar chart

[cert_audit_result]
This report displays the

desired state audits
that are scheduled to
run in the next two
quarters.
Upcoming Desired
Audit
State Audits • Type: List (tabular)
report
• Table: Audit
[cert_audit]
This report displays the

number of follow-on
tasks that are not
Closed Complete for
desired state audit
30/60/90 Day Desired
types. The report is Follow On Task
State Task Aging
grouped by aging
level.
• Type: Horizontal bar

chart

associated.

• Table: Follow On Task
This report displays

similar data to the
Task Aging report, but
groups the results by
Desired State manager.
Hierarchical Task Roll Follow On Task
• Type: Horizontal bar
Up
chart

This report displays

similar data to Task
Aging report, but
groups the results by
short description.
Outstanding Desired
Follow On Task
State Tasks • Type: List (tabular)
report

Certification audits
A certification audit compares the actual attributes of certain
ServiceNow records. This audit selects a filter, against the expected
attributes, relationships, and related record values defined by template
conditions or a script.
You can configure the audit to create and assign follow-on tasks
to remediate any discrepancies the audit finds. Audit records use a
standard ServiceNow scheduler to determine when to run. After an audit

associated.
runs, the results and follow-on tasks appear in related lists in the audit
record.
Users with the certification_admin role can create, update, delete, and
run audits. Users with the certification role can view audits, audit results,
and follow-on tasks.
Create a compliance audit. Compliance offers two types of audits: one

uses templates to define conditions and the other uses a script.
Before you begin
Role required: certification_admin
Procedure
1. Ensure that an appropriate template record was created for this

audit.
Note: Conditions in the template define the values to audit.
2. Use the CI Class Manager:
b. Select a class from the Class Hierarchy.
c. In the sidebar on the right, check Advanced and then click Audit
in the Compliance group.
3. Or, navigate to one of these modules:
• All > Compliance > Audits
• All > Compliance > Architecture Compliance > Audits
• All > Compliance > Desired State > Audits
• All > Compliance > Scripted Audits > Audits
4. Click New.
The system opens a new record for the audit type associated with
the navigation path you selected. The Audit type field is read-only.
5. Complete the form using the fields described in the table below.

associated.
6. Right-click the header bar and select Save.
The Audit Results and Follow On Tasks related lists appear on the
form.
7. To run the audit immediately, click Run Audit.
When template audits run, ServiceNow updates the date and time
in the Last run date field and populates the related lists. For scripted
audits, the Last run date field is not populated.
8. View the records that passed and the discrepancies found by the
audit in the Audit Results related list.
You can open template records and any follow-on tasks directly from
this related list. Notice that the value in the Task description field
appears as the Short description in the follow-on tasks.
Note: You cannot delete audit records that have audit results
or audit results that have follow-on tasks. ServiceNow disables
the Delete option in records and lists where these dependent
records exist.
Creating Audits
Field Description
Name Name for this audit.
Filter to use when the audit type

is Scripted. This field is required
Filter
for scripted audits, but is hidden
for all other audit types.
[Required] Template to use

when this audit runs. Audit
type filters the list of available
templates, and only the active
versions of templates are
Template available for selection. For
example, when you create an
audit from Desired State, only
templates of the Desired State
audit type are available for
selection. For the Desired State

associated.
Field Description
and Architecture Compliance
audit types, only templates
for tables that extend the
Configuration Item [cmdb_ci]
table are available. This field is
hidden when the audit type is
Scripted.
[Read-only] Table for the

Table
template.
Option to create follow-on tasks

for correcting discrepancies
(selected). In a scripted audit,
you can create the logic for
Create tasks either task state by using true
to create tasks or false to not
create tasks. By default, this
check box is cleared (false) in a
new audit record.
Method for assigning follow-on

tasks. This field is visible only when
the Create task check box is
selected. Choices are:
• User Field: Select a user

reference field on the table
being audited. For example,
you choose the user
identified in the Managed
Assignment type by field on the failed
record to perform the tasks.
This selection displays the
Assigned to and Assign to
empty fields. If the reference
field on the record is empty,
the value in the Assign to
empty field is used.
• Specific User: Select a

specific user to perform the

associated.
Field Description
tasks. This selection displays
the User field.
• Group Field: Select a group

reference field on the table
you choose the group
identified in the Support
group field on the failed
Tasks are assigned to all
members of the group. This
selection displays the Assign
to group and Assign to
• Specific Group: Select a

specific group to perform
the tasks. This selection
displays the Group field. All
members of the selected
group are assigned to the
tasks.
The specific user this audit

assigns to follow-on tasks. This
user must have the certification
role. This field is available under
these conditions:
User • Assignment type is set to

Specific User.
• Assign to empty is set to

Create Assigned Task, and
Assignment type is set to
User Field.

associated.
Field Description
The group field that defines

which group this audit assigns
Assign to group to the follow-on task. This field
is available only when the
Assignment type is Group Field.
The specific group this audit

Group field is available only when
the Assignment type is Specific
Group.
The user field that defines

which user this audit assigns
Assign to to the follow-on task. This field
Assignment type is User Field.
The behavior to use if the field

selected in Assign to or Assign
to group is blank on the record
if a follow-on task must be
assigned to a manager, but no
manager is identified, the Assign
to empty setting determines
what happens. This field appears
only when the Assignment type
is User Field or Group Field.
Assign to empty Choices are:
• Do Not Create Task: No

follow-on task is created
when the Assign to or Assign
to group field is empty.
• Create Unassigned Task:

Create a follow-on task, but
do not assign it to any user
or group. The task can be
manually assigned later.

associated.
Field Description
• Create Assigned Task:
Create a follow-on task and
assign it to the user or group
specified. If the assignment
type is User Field, the User
field becomes available.
If the assignment type is
Group Field, the Group field
becomes available.
The audit automatically creates
follow-on tasks for all records
that have Assign to populated,
regardless of the Assign to empty
setting.
Brief description of the purpose

Short description
of the audit.
General description of the work

required for the follow-on tasks
Task description for the audit. All follow-on tasks
created by this audit inherit this
description.
Activation control for this audit

record. Clear this check box to
Active
prevent this audit from running
and creating follow-on tasks.
How often to run the schedule

that generates the audit.
• Daily
• Weekly
Run
• Monthly
• Periodically
• Once

associated.
Field Description
• On Demand
• If Run is Weekly, the day of

the week when the audit
runs.
Day • If Run is Monthly, the day of

the month when the audit
runs. If the day is 29, 30 or 31,
for shorter months the audit
runs on the last day of the
month.
If Run is Periodically, the

frequency that the audit runs,
based on a 24-hr. clock. Enter
the number of days between
Repeat Interval audits and the time of day that
you want the audit to run. For
example, set Days to 10 and
Hours to 14:00:00 to run the audit
every 10 days at 2:00pm.
If Run is Periodically or Once, the

Starting date and time when the audit
runs.
If Run is Daily, Weekly, Monthly,

or Once, the time of day, on a
Time
24-hour clock, when the audit
runs.
[Read-only] The last date and

time the audit ran, either on its
Last run date regular schedule or manually.
Audit previews do not update
this field.
[Read-only] The next date and

Next scheduled run
time when the audit runs. The

associated.
Field Description
system recalculates this field
when you change the schedule.
[Read-only] The type assigned

to this audit. The system selects
the audit type based on the
application from which the audit
is created. The type can be:
Audit type • Desired State
• Architecture Compliance
• Compliance
• Scripted
Duration of the evaluation

period for threshold and stability.
The health window value defines
the number of Health window
Health window
units in an evaluation period for
an audit. This value is expressed
as a positive integer. The default
value for this field is 7.
Unit of measurement that

defines the duration of a health
window. The default value for
this field is Days. Choices are:
Health window unit • Minutes
• Hours
• Days
• Months
Sets the acceptable number of

audit failures for the desired state
Threshold count
field that can occur within the
specified health window for a CI.

associated.
Field Description
The audit results indicate when a
desired state field is within or has
exceeded this threshold limit. The
default value for the threshold is
5.
Sets the acceptable number of

times that audit results for a CI
can switch between Certified
and Failed within the specified
Stability count
health window. The audit results
for a CI indicate whether it is
stable or unstable. The default
value for stability is 1.
Audit script to run which contains

the conditions that a CI need
to comply with to pass the
audit. This field is available
Run this script only when the audit type is
Scripted. The Audit form includes
a sample script with instructions
for performing the audit and
generating the follow-on tasks.
New audits can be created from an existing audit.
1. Open the audit record you want to copy.
2. Change the name or short description to distinguish this audit from

the original.
3. Make any other changes you need.
4. Right-click in the header bar and select either Insert or Insert and Stay
from the context menu.
The system clears the Last run date field and inserts the record into
the database.
The system performs audits automatically from the schedule you

configure.

associated.
Users with the certification_admin or admin role can generate on-

demand audits directly from the Audit form by clicking Run Audit. When
an audit runs, ServiceNow populates the Audit Results related list in the
form and shows follow-on tasks, if any, in the Follow On Tasks related list.
Click Preview Audit Results to generate an audit preview that tests your
template conditions without generating any audit results.
Audit results show the records that have passed or failed an audit and
itemize any discrepancies detected.
A discrepancy is considered any departure from the expected conditions

defined in the template or script used for the audit. Audit results provide
links to the source records and to the follow-on tasks for bringing failed
records into compliance. Records that pass an audit have a single entry
in the results table with a state of Certified. Records that fail an audit
show all discrepancies, each with a state of Failed.
ServiceNow displays results from a certification audit in these locations:
• Audit Results list
• A related list in the Audit record
• A related list in the compliance view of a CI record
To generate certification results, you must first create and run an audit.
Before you begin
Role required: none
Procedure
1. Navigate to one of the following locations:
• Compliance > Desired State > Audit Results
• Compliance > Architecture Compliance > Audit Results
• Compliance > Scripted Audits > Audit Results
• Data Certification > Schedules > Audit results
2. From any audit results list, you can edit the filter to show the results for
any audit type.

associated.
Audit Type filter
The results filter by audit type and grouped by audit number. Within
the groups, results list by date, from oldest to newest.
3. You can open the audit record, the CI record, or the follow-on tasks
from this list.
Note: The Audit type field was set automatically when the audit
result was created and cannot be changed. For scripted audits,
the audit type is set when you create the audit record.
Audit results show this information:
Audit Results
Field Description
Created Date and time the audit ran.
Record that was certified, such

Document
as a configuration item (CI).
Results of certification for each

condition evaluated. The three
possible states are:
• Certified A certified record

is one that passed
all conditions. ServiceNow
generates only one audit
State result for a certified record.
• Failed Records that are not

certified have an audit result
for each failed condition.
The Column name, Desired
value, Discrepancy value,
and Follow on taskare only
populated for failed results.

associated.
Field Description
• Pending A pending state
indicates that the audit
is incomplete. Data
certification audits use this
state when a result is
awaiting user input.
Audited field, relationship, or

Column name related list column that did not
match the expected state.
Attribute or relationship required

for this record that was not
found, from the condition in the
Desired value expected state template. For
data certification, this column is
blank if the record has a state of
Failed or Pending.
Actual value of the attribute that

did not match the expected
state. The follow-on task, if
provided, tracks resolution of this
Discrepancy value discrepancy. In a list of results
for the Data Certification audit
type, this column is blank if the
record has a state of Certified or
Pending.
Link to the follow-on task

Follow on task generated for remediating a
discrepancy.
Link to the audit record that

Audit
produced the results.
State of an audited, desired

state field with a defined failure
Threshold threshold. This threshold is the
acceptable number of failures
for a desired state field within

associated.
Field Description
a specified health window and
is configured in the Audit form.
Possible threshold states for the
results are:
• In Limit
• Exceeded
Stability state of a CI. Stability

state is based on the number
of times the audit result for
a desired state field changes
from Certified to Failed within
Stability a specified health window.
Possible stability states are:
• Stable
• Unstable
While audit results can be deleted, you cannot delete an audit result that
has a follow-on task associated with it.
Before you begin
Role required: none
Procedure
1. Navigate to one of these modules:
• Compliance > Desired State > Audit Results
• Compliance > Architecture Compliance > Audit Results
• Compliance > Scripted Audits > Audit Results

The list groups by audit name.
2. Select the checkbox for a result in the list, and then select Delete
from the Actions on selected rows menu at the bottom of the list.

associated.
Note: If the result record has a follow-on task, the Delete option
is not available. If you select multiple records, some with and
some without tasks, the system only deletes those records that do
not have tasks.
3. Click a date/time link to see the results for a specific CI.

Note: The Delete button only appears on the form if the audit
result does not have a follow-on task.
4. Click Delete.
After an audit has run, you can view the results and follow-on tasks from
the Compliance view in the records of every CI audited.
Before you begin
Role required: none
About this task
This view is available only for systems that use the default CI classes
provided with the base ServiceNow system, such as Hardware, Software,
and Computer. For information about creating views, see View
Management.
Procedure
1. Navigate to All > Configuration and open the record of a CI that was
included in a compliance audit.
2. Select the view to configure by performing the appropriate action for

your list version.
Version Action
List V2 Open the context menu and

select View > Compliance.
List v3 Open the context menu and

select Change View, and then
click Compliance.

associated.
The Audit Results Compliance View appears.

Audit Results Compliance View List Descriptions
Lists Description
Lists audits for this CI that

passed without discrepancies.
The information includes the
Passed Audit Results versions of the template and
filter used. Records are grouped
first by audit, and then by
creation date and time.
Lists all failed audits for this

CI. The information includes the
discrepancy data, the follow-
on task, and the versions of
Failed Audit Results
the template and filter used.
Records are grouped first by
audit, and then by creation date
and time.
Lists all follow-on tasks generated

Follow On Tasks from audit discrepancies for this
CI.
3. Right-click the header bar and select View > Compliance from the
context menu.
You can preview an audit to view potential results without saving audit
results or generating follow-on tasks. For example, use this feature to test
template conditions for correctness without creating thousands of result
records.
In an audit record, click Preview Audit Results under Related Links to show
a summary of the potential audit results appears at the top of the audit
record.
Previewing does not change the Last run date field.
A health window is a trailing time frame in which the ServiceNow system

evaluates audit results from CIs that have desired state fields defined.

associated.
The Health window and Health unit fields define each window, and ends
when an audit runs. For example, an audit runs on the fifteenth of the
month with a seven-day window. It evaluates the threshold values of a
desired state field from the eighth to the fifteenth. When the same audit
runs the next day, the system evaluates the threshold from the ninth to
the 16th, and so on. The audit counts backward seven days from the
current day. ServiceNow evaluates a CI threshold value for each health
window, without considering the results from the previous window. As
a result, the health of a CI can fail for one audit and then pass in a
subsequent audit that runs in a new window.
ServiceNow evaluates stability by recording the number of times a

desired state threshold value for a CI switch between Failed and Certified
within the health window. In the example shown here, a 5-minute health
window was set for the desired state field on a UPS unit that measures the
remaining battery time. The threshold was set at 2, which allows the field
to fail two audits in the same health window.
In the initial audit, the system evaluated the threshold value for the
Seconds on battery field within a 5-minute window. This window ran
from 13:52:51 to the time of the audit at 13:57:51. The desired state
field showed In Limit for that audit and the second audit conducted
less than a minute later. The next two audits were conducted within five
minutes of the first audit and both showed that the threshold (set at 2)
was Exceeded. A subsequent audit was conducted five minutes after the
audit in which the desired state field threshold was first exceeded. Since
the health window had moved forward enough units, the Seconds on
battery field was within limits again with only one failure in the 5-minute
window being evaluated.
Certification filters
A certification filter creates a subset of ServiceNow records to audit,
typically from configuration items (CI) of a certain type, such as all UNIX
servers in a specific datacenter.
However, you can define a filter for any ServiceNow table by using any
set of system-supported conditions. Audited records identified by a filter
for expected attributes or relationships, depending on the audit type.
You can create multiple versions of a filter, reactivate inactive versions,

and select the version you want to use in a template or a certification
schedule. Only the active versions of a filter are available for selection

associated.
in template records. You can use a single filter for multiple certification
templates or schedules.
Certification filters
Filter Description
Data Certification Validates CMDB data.
Manages reviews of CMDB data

in architecture compliance audits
Architecture Compliance to determine which configuration
items (CIs) match expected
attributes.
Manages reviews of CMDB data

to determine which CIs match a
Desired State
desired state for both attributes
and relationships.
Manages reviews of records

from any ServiceNow table to
Compliance determine which records match
an expected set of attributes and
related record conditions.
Generates audits and tests to

IT Governance Risk and ensure that controls are being
Compliance followed and creates tasks to track
corrective actions.
Roles
In the base ServiceNow system, users with the certification_admin role

have limited system rights and do not have access to the tables required
for creating a filter.
When assigning compliance resources, make sure certification_admin

users have any additional roles they need. For example, a user requires
roles that grant access to the Company [core_company] table.
The compliance filter for license bases uses the following fields to define
entitled users or CIs.

associated.
These field values can be used independently or together to calculate

compliance.
Compliance Filter
Value Description
All users or configuration items (CI)

at all locations of this company,
in all departments are entitled
to use this software package.
Entitled company Compliance at this level calculates
how many licenses are purchased
for the company at large and how
many entitled users or CIs consume
them.
CIs and users who are assigned

to this company location in any
department are entitled to use this
software package. Compliance at
Entitled location
this level calculates how many
licenses are purchased for this
company location and how many
users and CIs consume them.
Only the users or CIs in this

department at this company
location are entitled to use this
Entitled department
software package. Compliance is
calculated for a single department
only.
The license form can display information about all CIs or named users
who are using this software package. The form indicates when license
reconciliation is necessary and displays all compliant users or CIs.
Possible compliance levels are:

associated.
Compliance
Level Description
Compliance levels for all

infrastructure licenses that are
related to cluster licenses are set
to Non applicable automatically.
Non applicable
Compliance levels are calculated
in the cluster license only, and
not in the related infrastructure
licenses.
More licenses are being consumed

than were purchased. There are
more users or CIs using this license
Out of compliance
than the license allows, and some
users or CIs are not be entitled to
use this software package.
The licenses for this software

Unused
package are currently unused.
CIs or users who are not entitled

to use this software are consuming
licenses. Licenses that require
reconciliation are considered out
of compliance. Reconciliation
Reconciliation required requires action to ensure that
unentitled users are not using the
software. Reconciliation involves
uninstalling software or increasing
license counts to match actual
user counts.
For a software package to be at

this compliance level, more than
95% of the licenses are in use by
Nearly out of compliance
entitled users or CIs. License bases
at this level are considered to be In
compliance.

associated.
Level Description
This software package has unused

licenses. All users or CIs using a
In compliance
license are entitled to use this
software package.
You can create as many versions of a filter as necessary. You can

then designate which versions are active and available for selection
in Compliance template records, Governance Risk and Compliance
control test definitions, or Data Certification schedule definitions.
1. Navigate to All > Configuration > CI Class Manager, and:
a. Click Hierarchy to display the CI Classes list.

Select the class to create a filter for.
b. In the class navigation bar, expand Health, select Compliance,

and then click Certification Filter.
• Compliance > Filters
• IT GRC > Administration > Filters
• Data Certification > Schedules > Certification Filters
3. Select an existing filter to edit, or click New.
4. Fill in the fields (see table below).
5. Click Submit.
This action saves the filter as version 1.
6. To create another version of this filter, open the record and modify
the name, table, or conditions.
Note: You can change a filter Description without incrementing
a version.
7. Click Update.

associated.
The system saves a new version of the current filter and makes it the
Active version. The previous version is marked inactive. The system
displays only active filter versions for selection when you create
templates or schedules.
Creating Filters
Field Description
[Read-only] Displays the

automatically assigned filter
Number identification number. All
versions of a filter have the same
number.
Name [Required] Filter name.
[Optional] Describes this filter.

You can change the description
Description
of a filter without incrementing a
version.
Specifies the table containing

the records to select. The
template or schedule that uses
Table this filter works on this table. For
example, select the ESXi Server
[cmdb_ci_esx_server] table
to select VMware ESX servers.
Makes this filter available

for use from the Filter field
on the Certification Template
or Schedule Definition form.
Active
Multiple versions of a filter can
be active. You can activate
or deactivate a filter without
incrementing the version.
[Read-only] Indicates the version

of this filter. Any changes to this
Version
filter, except to the description or
the Active check box, makes it

associated.
Field Description
inactive. The system increments
the version of the updated filter
and marks it as active. The
system saves all versions of the
filter and makes them available
for reactivation.
Specifies the fields, operators,

and values that create the
filter. The available fields are
based on the table selected.
The condition builder shows the
number of records that match
Filter condition the conditions. Click the refresh
icon
Refresh Conditions
to recalculate the number of

matching records when you edit
the conditions.
New filters can be created from an existing filter.
a. Click Hierarchy to display the CI Classes list.

Select the class to create a filter for.
b. In the class navigation bar, expand Health and select

Compliance.
Then click Certification Filter.
3. Open the filter record that you want to copy.

associated.
4. Make sure to change the filter name or description to distinguish the

new filter from the original.
5. Make any other necessary changes.
6. Right-click in the header bar and select either Insert or Insert and Stay
The system increments the record number and sets the version to 1
for the new record. Both the original filter and the copy are Active
and appear in the record list. Showing all copies of a filter allows you
to see the entire history of the filter.
Only users with the certification_admin or admin role can delete filter
versions. But, you cannot delete a filter that is being used in a template or
a scripted audit.
Before you begin
Role required: none
About this task
You cannot delete a filter that is being used in a template or a scripted

audit.
Procedure
a. Select Hierarchy to show the CI Classes list. Select the class to

delete a filter for.
b. Expand Health in the class navigation bar, and select

Compliance. Then select Certification Filter.
3. Open the filter record you want to delete.

associated.
a. To delete a single filter version, open that version record and click
Delete.
The system hides the Delete button for filters that are in use. If
you delete the latest version of a filter that is active, the previous
version of that filter is reset to Active.
b. To delete all unused and inactive versions of a filter, open any

version of that filter and click Delete inactive versions under
Related Links.
4. When prompted, select OK to proceed.

The system deletes unused filter versions. A message in the header
bar identifies filter versions that cannot be deleted because they are
used in a template or scripted audit.
You can view and manage all versions of a filter from the Certification
Filter form.
Before you begin
Role required: none
About this task
Versions can be displayed in a list. The default list of filters displays only
the active version of each filter. To see all filter versions in the list view,
select All in the breadcrumbs.
Procedure
1. Open any version of a filter.

The Other Versions related list displays all other versions of this filter,
both active and inactive. The system prevents you from editing either
the filter version or the record number in the list view.
2. Click any version in the related list to display the record for that
version.
3. To make an inactive filter the current version, open the filter, edit it if
desired, and then click Revert.
This action:
• Deactivates the previous active version of the filter.

associated.
• Copies the inactive filter.
• Makes this new copy current and active.
Certification follow-on tasks

The ServiceNow system can automatically generate and assign follow-on
tasks to correct discrepancies detected during compliance audits.
The system attribute glide.allow.new.cert_follow_on_task is set to true by

default, allowing for new follow on tasks to be created for the same
failure, at each audit run. You can set this property to false, to configure
audit to use the same follow-on task for the same audit failure across
multiple runs.
You configure and assign follow-on tasks to qualified users or groups in

the audit record. A user with the certification_admin role can reassign
any follow-on task. The Audit Results related list in the Follow On Task form
contains links to the records that failed.
Access follow-on tasks
Users with the certification role can only access follow-on tasks assigned
to them but can reassign these tasks to other users.
1. Navigate to All > Compliance > My Follow On Tasks.

The list contains all active follow-on tasks assigned to the logged in
user.
2. Open a task.
The record shows the specifics of the task, the task activity, and the
failed audit results.
3. Open records from the Audit Results related list to see each
discrepancy.
4. Go to the CI named in the record and perform the work to bring it

into compliance.
5. Update the State field in the follow-on task record and add work
notes as you correct each discrepancy.

associated.
When you change the state, the system updates the task activity
appropriately.
When the task is Closed Complete it no longer appears on the My

Work list.
Manage follow-on tasks
Users with the certification_admin or admin role can see all follow-on
tasks.
Before you begin
Role required: none
About this task
Tasks are pre-assigned to a user or group as specified in the audit record,

but users with the certification_admin role can reassign the task.
Procedure
1. Navigate to the appropriate application:
• Compliance > Architecture Compliance > Follow On Tasks
• Compliance > Desired State > Follow On Tasks
• Compliance > Scripted Audits > Follow On Tasks
The list of follow-on tasks appears, filtered by audit type.
2. Open a task.
The Audit and Configuration item fields are read-only for all users.
3. Edit the Change group or the Assigned to field if necessary.
4. Edit the Short description field if necessary.
The short description is inherited from the Task description field in the
Audit form.

associated.
5. Use the links in the Audit Results related list to open the individual
records that failed the audit.
6. If you update the follow-on task record, be sure to add work notes.
Certification templates
Certification templates can define attributes, relationships, and reference
field values that indicate what a record is expected to contain.
These values are used to perform audits on ServiceNow records. The

certification filter selected in the template identifies the table and
records to audit, and the template conditions set the expected state for
those records. The type of audit you create determines which tables and
template conditions are available.
Users with the certification_admin role can create, update, and delete
templates. Users with the certification role can view template versions.
Certification template audit types
When you create a template, ServiceNow assigns an Audit type that

determines which tables and conditions are available in the certification
template. This value is based on the application from which the template
is created. Each application lists only the templates with the associated
type.
Available Condition Builders

The available condition builders for each audit type:
• Compliance: Runs audits on any set of ServiceNow records, not only

configuration items (CI). This audit type provides the following types of
conditions for any ServiceNow table:
• Attribute: Sets conditions for the attributes of the records.
• Related List: Runs audits on records in tables that reference the table
defined in the template.
• Architecture Compliance: Defines the following types of conditions for

tables that extend the Configuration Item [cmdb_ci] table.

associated.
• Attribute: Sets conditions for physical attributes of CIs, such as memory

or disk size.
• Related List: Runs audits on records in tables that reference the table
defined in the template.
• Desired State: Defines the following types of conditions for tables that
extend the Configuration Item [cmdb_ci] table.
• Attribute: Sets conditions for physical attributes of CIs, such as memory

or disk size.
• CI relationship: Defines the relationships these CIs have with other CIs.
An example of a relationship is a business service, such as Outlook
Web Access, that depends on a server.
• User relationship: Defines the user who reviewed the log records. The
only operator available with this condition builder.
• Group relationship: Defines user groups who backed up this CI. The
only operator available with this condition builder.
• Related List: Runs audits on records in tables that point toward the
table defined in the template.
Certification Template Record List

The default Templates list displays only the active version of each
template, but users can update the breadcrumbs to display all template
versions.
• Default Templates List: The default Templates list displays only the active
version of each template, filtered by Audit type.
• All Template Versions: To view all template versions for an audit type,
click the arrow before Active=true to remove that condition from the
breadcrumbs.
To create a certification template, follow these instructions.
Before you begin
Activate the Certification Core plugin to enable the Compliance

functionality. See Compliance Activation for details.

associated.
Procedure
1. Ensure that you have an appropriate filter that defines the records
the template evaluates.
The template applies its conditions to these records.
2. Use the CI Class Manager to navigate to the Certification Template

form:
b. Click Hierarchy to display the CI Classes list.

Select the class for which to create a certification template.
c. In the class navigation bar, expand Health and then click

Compliance.
3. Click Certification Template.
4. Or, navigate using one of these paths:
• All > Compliance > Architecture Compliance > Templates
• All > Compliance > Desired State > Templates
• All > Compliance > Templates
• All > Audit Definitions > Templates
5. Click New or select a certification template to edit.

The following fields are completed automatically:
• Number: Each new template has a unique number. All versions of

the same template use the same number.
• Active: All new templates are set to Active.
• Version: The version of a new template is set to 1.
• Audit type: The system sets the default type to Architecture

Compliance, Desired State, or Compliance, depending on the
application in which the template was created. You can select
a different type when you create the template, but the field
becomes read-only when you submit the record. The system

associated.
uses audit types to filter record lists for appropriate data and
determine which conditions are visible on the template form.
6. Complete the following mandatory fields.
• Name: Enter a descriptive name for this template. The name

helps identify the purpose.
• Filter: Select the filter that identifies the records to be certified.

You can select either active or inactive filter versions. By default,
the system presents only active versions for selection. If you start
typing the name of a filter, the auto-complete feature displays all
versions for selection. For architecture compliance and desired
state templates, only filters that use a table extended from
Configuration Item [cmdb_ci] appear on the choice list. All filters
appear on the choice list for a compliance template. After
you select a filter, the template condition builder appears. The
template operates on the table specified in the filter.
7. Enter a Description for this template.
8. Define certification conditions using the condition builders.
All conditions are AND conditions. The audit type of the template
determines which conditions are available.
Certification Attribute Conditions: [All audit types] Select

configuration item attributes or specifications to certify, such
as CPU count, memory, or disk space. Available fields in the
attribute condition builder depend on the table from the
filter. Typical ServiceNow conditions for attributes are available,
including the between operator for setting numerical conditions
with high and low boundary values. This operator was added
specifically for desired state conditions.
The Show Related Fields item supports dot-walking, allowing you

to include referenced fields in a certification attribute condition.
Click Show Related Fields or Remove Related Fields to add or
remove referenced fields (in the form of <field> => <field>). Select
a referenced field to drill down to the next level of referenced
fields.
See Dot walking.

associated.
• Certification CI Relationship Conditions: [Desired State audit

types] Define the CI relationships to certify, such as Runs on or
Depends on.
• Certification User Relationship Conditions: [Desired State audit

types] Select the desired user relationship for this configuration
item. The relationship provided in the base system is Log reviewed
by.
• Certification Group Relationship Conditions: [Desired State audit

types] Select the desired group relationship for this configuration
item. The relationship provided in the base system is Backed up
by.
Certification Related List Conditions: [All audit types] Select field

values from tables that reference the template table, or user-
defined related lists which are created via custom relationships
in the sys_relationship table. To create a condition that evaluates
all servers in the Server [cmdb_ci_server] table for the presence
of Microsoft Word 2007, as referenced in the Software Installation
[cmdb_sam_sw_install] table. The resulting condition is [Software
Installation->Installed on] [Display name] [is] [Microsoft Word
2007].
Check All to include all records in the condition requirements of

the related list. If there are no records in the related list, then:
• If All is checked, the condition requirement is met.
• If All is unchecked, the requirement is not met.

Note: By default, the condition builders for relationships display
only suggested relationships. To see all possible relationships,
select the Show all relationships check box on the right side of
the form.
a. Click Insert a new row to insert a condition.

You cannot insert an empty condition.
b. Click the green check mark icon to save a condition.

Make sure to save the condition before performing any other
operation. Updating the form does not save the condition.

associated.
c. To delete a condition, click the red X beside the condition.

The system marks the condition as inactive.
d. To reactivate a condition, click the gray X.

If another condition for the same field exists, the system prevents
reactivation and warns you of the conflict.
9. Click Submit.
ServiceNow saves the template as version 1.
10. To create another version of this template, change the name, edit
the conditions, or select a different filter.
Updating the template Description does not create a new version.
Note: If you select a filter whose table is incompatible
with the existing template conditions, the system displays
a warning that the conditions cannot be applied.
11. Click Update.

The system saves a new version of the current template and makes it
the Active version. The previous version is marked inactive.
New templates can be cloned from an existing template.
1. Open the template record to be copied.
2. Make any necessary changes.
3. Change the template name or description to distinguish it from the

original.
4. Click Clone.
ServiceNow increments the record number above the highest
template number and sets the version of the new record to 1. A
message appears under the header bar naming the source record
for the clone.Both templates are Active and appear in the record list.
The record list allows you to see the entire history of the template.
You can view and manage all versions of a template from the Template
form.
1. Open any version of a template.

The Other Versions related list displays all other versions of this
template, both active and inactive.

associated.
2. Click any version in the related list to display the record for that
version.
3. Update the template to create a new version.

The system increments a version of the template when you edit any
field except Description and Active. You can manage the template
versions without returning to the list view.
4. To make an inactive template the current version, open that version,

edit it if desired, and then click Revert.
This action does:
• Deactivates the previously active version of the template.
• Copies the inactive template.
• Makes the new copy the current, active version.
5. Select the Audits related list to view all audits configured to use this
template.
6. Click New to create a new audit record with the template selection
and table pre-populated.
Certification templates can be deleted.
About this task
Only users with the certification_admin or admin role can delete

template versions. You cannot delete a template version that is being
used for an audit.
Procedure
1. To delete a single template version, open that version record and

click Delete.
The system hides the Delete button for templates that are in use.
If you delete the latest, active version of a template, the previous
version of that template is reset to Active.
2. To delete all unused and inactive versions of a template, open any

version of that template and click Delete inactive versions under
Related Links.

associated.
This control appears on all versions, whether they are used in an

audit.
3. When prompted, click OK to proceed.

The system deletes only template versions that are not used in an
audit. All protected versions are named in a message that appears in
the header bar.
Controls and tests management

After you identify the risks, define controls with accompanying control
tests to prevent issues from occurring.
This diagram illustrates the entire IT GRC control process.

ITGRC Control Process
Define a control before you define a control test.

associated.
1. Navigate to IT GRC > Controls > All.
2. Click New.
3. Fill in the form, as appropriate (see table).
4. Click Submit.
Defining A Control
Field Description
A unique identifier generated

Control ID
dynamically by the system.
Name A name for the control.
Number of a record from any

Applies to table in the system. This value
defines the scope of the control.
Classification The type of control.
The approach that the control

Purpose
takes.
The basis for determining when

Control frequency
the control is implemented.
A workflow field that determines

State where in the authoring process
the control is.
Indicator that the control is

Key control considered key to preventing
material risk, when selected.
A reference to the group with

Owning group
ownership over the control.
A reference to the user with

Owner
ownership over the control.

associated.
Field Description
A reference to the user who

has ownership over the control
Owner delegate
when the specified owner is
unavailable.
A long-form description of the

Description
control.
After you define a control, create control tests that run periodically
and provide documented evidence of whether the associated control
is operating correctly.
1. Navigate to All > IT GRC > Administration > Control Test Definitions.
2. Click New.
3. Fill in the form, as appropriate (see table).
4. Click Submit.
Defining A Control Test
Field Description
A unique identifier generated

Definition ID
dynamically by the system.
Name The name of the control test.
A reference to the control being

Control
enforced.
One of the following choices for

determining the test assignee:
• Assign to Group: Assignment

Method
group for the control test.
• Assign to Individual: User

assigned to the control test.

associated.
Field Description
Group assigned to this control

test. This field is available only
Assign to group
when the selected method is
Assign to Group.
User assigned to this control test.

This field is available only when
Assign to
the selected method is Assign to
Individual.
Group assigned to the

Remediation group remediation tasks when a
control test fails.
A workflow field to indicate

where in the drafting process
this control test currently is.
State If the state is Active, control
test instances are dynamically
generated based on the record
definition.
Frequency for generating control

test instances. Choices are:
• Daily
• Weekly
Run
• Monthly
• Periodically
• Once
• On Demand
The time that a control

Time test instance is automatically
generated when Run is set

associated.
Field Description
to Daily, Weekly, Monthly, or
Periodically.
Day of the week that a control

test instance is generated each
Day week when Run is set to Weekly.
Day of the month if Run is set to
Monthly.
A duration, in days and

hours, between the automatic
Repeat interval generation of control test
instances if Run is set to
Periodically.
The date and time control test

instances are first generated
when Run is set to Periodically.
Starting
The only date and time a control
test instance is generated if Run
is set to Once.
The steps involved in the control

Execution step
test.
The result that occurs after these

Expected result
tests.
Indicator whether sample data

is taken from a particular
Include supporting data table within the instance when
the control test instance is
generated.
The purpose of the data being

sampled If Include supporting
data is selected. This selection
Data purpose influences how the control test is
performed. Choices are:
• None

associated.
Field Description
• Support test execution:
Returns a random sampling
of records.
• Identifies non compliance:

Returns all the records that
do not match the condition
or conditions specified.
• Identifies compliance:
Returns all the records that
do match the condition or
conditions specified.
The table from which to sample

when Include supporting data is
selected.
This field is read-only when

Template is the Condition type.
Table
When you select a template
to define test conditions, the
certification filter used in the
template sets the table and
cannot be changed.
The list of fields to pull values

from when determining whether
Fields records match the conditions
when Include supporting data is
selected.
The type of conditions applied

to the table and fields. Choices
are:
Condition type • Basic: Applies conditions to

the table in question.
• Advanced: Uses condition

collections to apply

associated.
Field Description
conditions to the table and
to related tables.
• Template: Uses certification

templates to apply
conditions to the specified
table. Select the template to
use from the Template field.
An integer number of rows for

a random sample if Include
supporting data is selected. A
sample size of zero returns all
Sample size
matching records. This field is
available only if Condition type is
set to Basic and Data purpose is
set to Support test execution.
A condition builder that limits

the sample data when Include
Control test conditions supporting data is selected. This
field is available only if Condition
type is set to Basic.
A reference to a condition
collection if Include supporting
In scope definition
data is selected and Condition
type is set to Advanced.
Method for using the

Configuration reference field
if Include supporting datais
selected and Condition type is
set to Advanced or Template.
Configuration to retrieve
• None: Returns all records in
scope.
• Matching: Returns all

matching records in scope.

associated.
Field Description
• Non-matching: Returns all
non-matching records in
scope.
Defining Advanced Conditions.
[Required] Certification template

that defines conditions for this
test definition. Only templates
with an audit type of
Template Compliance are available for
selection. This field is available
and mandatory when the value
in the Condition type field is
Template.
Condition collection to use.

This field is available only
if Include supporting data is
Configuration selected, Condition type is set to
Advanced, and Configuration to
retrieve is set to anything except
None.
Set the Condition type to Advanced on control tests to define more

flexible conditions using condition collections.
Condition collections have one primary condition, which is applied to the

selected table, and one or more supplemental conditions.
When a control test is performed, advanced conditions evaluate in this

order:
1. The system processes the condition collection in the In scope

definition reference in this order:
a. The primary condition is processed on the fields specified in Table

and Fields on the control test definition, returning an array of
elements.

associated.
b. For each element in the array returned by the primary condition,

supplemental conditions are processed, filtering the array of
elements further.
c. The In Scope field is updated with the number of elements in the

array.
2. The condition collection in the Configuration reference is processed

on the array of elements returned from the In scope definition. The
choices for Configuration to retrieve are:
• None: These conditions are skipped. Supporting Data is all the

elements that are in scope.
• Matching: The control test checks the array of elements, returning

any elements that match the Configuration.
• Non-matching: The control test checks the array of elements,

returning any elements where at least one condition did not
match the Configuration.
3. The final array of elements is recorded as Supporting Data records.
Both the In Scope and Configuration fields refer to the Condition

Collection [grc_condition_collection] table.
To define condition collections:
1. Navigate to IT GRC > Administration > Condition Collections.
2. Click New.
3. Populate these fields:
• Name: Name of the condition collection.
• Description: Description of the condition collection.
• Type: Which Control Test Definition field references the condition

collection. Choices are:
• In Scope Definition
• Configuration Definition

associated.
4. After the condition collection is defined, use the Add Condition

related link to add these conditions:
• Condition: Predefined condition definition from the Condition

[grc_condition] table.
• Condition type: The condition collection Type determines the

choices:
• In Scope Definition
• Primary
• Supplemental
• Configuration Definition
• Not Applicable
To define new condition records:
1. Navigate to IT GRC > Administration > Conditions.
2. Click New.
3. Populate these fields:
• Name: Name of the condition collection.
• Description: Description of the condition collection.
• Table: Table on which the condition applies.
• Reference Field: For supplemental conditions, the reference field

for the table on which the primary condition is running.
• Condition: Condition builder for defining the condition.
When performing a control test, processing dependencies are

evaluated.
• If a control test definition is active, the system generates the control test
instances dynamically, according to definition. To generate a control
test manually:
1.• Navigate to IT GRC > Administration > Control Test Definitions.

associated.
2.• Open a control test definition record.
3.• Click Execute Now.
ServiceNow generates a control test instance, marks it Pending,

and assigns it to the group or individual responsible for the test
according to the control test definition.
• If sample data was requested in the definition, any sample data that
matches the conditions is found in the Supporting Data section. The
Test Complete Data Values related list holds references to the records
returned by the sample data query.
• If a control test has a condition type of Basic, the value in the Sample
size field limits the number of failures that are stored as support data. If
the result is passed or compliant, all the matching data is stored.
• If a control test has advanced conditions, the system evaluates them as

follows:
1.• The condition collection in the In scope definition reference is

processed.
a.• The primary condition is processed on the fields specified in

Table and Fields on the control test definition and returns an
array of elements.
b.• For each element in the array returned by the primary

condition, supplemental conditions are processed, filtering the
array of elements further.
c.• The In Scope field is updated with the number of elements in

the array.
2.• The condition collection in the Configuration reference is processed

on the array of elements returned from the In scope definition. The
choices for Configuration to retrieve are:
• None: These conditions are skipped. Supporting Data includes

all the elements that were in scope.
• Matching: The control test checks the array of elements,

returning any elements that match the Configuration.

associated.
• Non-matching: The control test checks the array of elements,

returning any elements where at least one condition did not
match the Configuration.
3.• The final array of elements is recorded as Supporting Data records.
Remediation Tasks
If the control test reveals problems in the process, create a task from the
Remediation Task related list. You can relate remediation tasks to any
task in the system with the related items tool from the Many to Many Task
Relations plugin.
Scripted audits
A scripted audit enables users with the certification_admin role to
conduct an audit from a script rather than using restrictive template
conditions.
A scripted audit uses a certification filter to select the records to

audit, and then creates standard follow-on tasks for remediation of any
discrepancies. Use this type of audit to query for any values or states
that a script can define. A scripted audit is a specific audit type that is
activated together with the Desired State plugin. ServiceNow provides a
sample audit script with configuration instructions.
A scripted audit is an audit whose conditions are defined by a script.
1. Navigate to All > Compliance > Scripted Audits > Audits.
An audit type of Scripted filters the list.
2. Click New.
3. Complete the form (see table).
4. Create the audit script.
The Run this script field includes a sample script with instructions
for performing the audit and generating the follow-on tasks. This
field appears only when you access audits from the Scripted Audits
module.
5. Click Submit.

associated.
Sample script:
/*
/////////////////////////////////////////////////////
/// This script works with Data Center Zones filter //
/////////////////////////////////////////////////////
var desiredFloorSpaceUsage = 30; // Valu

e to audit against
var assignToUser = '46d44a23a9fe19810012d100cca80666';
// Beth Anglin
var assignToGroup = '8a5055c9c61122780043563ef53438e3'
; // Hardware group
var taskMsg = 'See the audit results below for the dis
crepancies that must be addressed';
// API call to retrieve records based on the filter

var gr = new SNC.CertificationProcessing().getFilterRec
ords(current.filter);
// Loop over all records defined by the filter

while(gr.next()) {
var sysId = gr.getValue('sys_id'); // Sys
ID of audited record
var floorSpaceInUse = gr.getValue('floor_space_i
n_use'); // Value to audit
// Determine if certification condition passes

or fails
if (floorSpaceInUse < desiredFloorSpaceUsage) {
var columnNameSpace = gr.floor_space_in
_use.getLabel(); // String value of column audi
ted against
// Call create Follow on Task API and

save the returned sys_id for use in logging audit resu
lt fail
// Params:
// auditId - Sys id of the audit recor
d executed
// ciId Sys - id of the configuration i
tem. Empty string if not a cmdb ci
// assignedTo - Sys id of user to assi

associated.
gn task to. Can be empty

// assignmentGroup - Sys id of group t
o assign task to. Can be empty
// shortDescr - Short description for
the Follow On Task. Can be empty
// Return value: Sys id of the created
follow on task
var followOnTask = new SNC.Certificatio
nProcessing().createFollowOnTask(current.sys_id, sysId
, assignToUser, '', taskMsg);
// Call log failed result API

// Params:
// auditId - Sys id of audit record ex
ecuted
// auditedRecordId - Sys id of the rec
ord audited
// followOnTask - Sys id of the follow
on task associated with the audited record(@see audit
edRecordId). Can be empty
// columnDisplayName - Label of the co
lumn audited(ex. Disk space (GB)). Can be empty
// operatorLabel - Label of the operat
or used to audit the column(ex. is not empty, greater
than). Can be empty
// desiredValue - Desired value of the
column. Can be empty
// discrepancyValue - Discrepancy valu
e. Can be empty
// isCI - True, if audited record is a
CI. False, otherwise.
// domainToUse - Sys domain of the "ce
rt_audit" record. Can be empty
new SNC.CertificationProcessing().logAu
ditResultFail(current.sys_id, sysId, followOnTask, col
umnNameSpace, 'greater than', desiredFloorSpaceUsage,
floorSpaceInUse, true);
} else { // If certification condition pass, wr
ite a Audit Result Pass via API
// Params:
// auditId - Sys id of audit record ex
ecuted
// auditedRecordId - Sys id of the rec
ord audited

associated.
// isCI - True, if audited record is a

CI. False, otherwise. Can be empty.
// domainToUse - Sys domain of the "ce
rt_audit" record. Can be empty.
new SNC.CertificationProcessing().logAu
ditResultPass(current.sys_id, sysId, true);
}
}
*/
New scripted audit table
Field Description
Name Name for this audit.
Filter to use when the audit type

is Scripted. This field is required
Filter
for scripted audits, but is hidden
for all other audit types.
[Required] Template to use

when this audit runs. Audit
type filters the list of available
templates and only the active
Template
versions of a template are
available for selection. This field
is hidden when the audit type is
Scripted.
[Read-only] Displays the table for

Table
the template.
Creates follow-on tasks for

correcting discrepancies when
selected. In a scripted audit,
you can create the logic for
Create tasks either task state by using true to
create a task or false if no task
is created. By default, this check
box is cleared (false) in a new
audit record.

associated.
Field Description
A choice list to select how the

audit assigns the follow-on tasks.
This field is visible only when
the Create task check box is
selected. Choices are:
• User Field: elect a user

reference field on the
table being audited. As an
example, select the user
named in the Managed
by field on the failed
Assigned to and Assign to
Assignment type • Specific User: Select a

the User field.

table being audited. As an
example, select the Support
group from the failed record
to perform the tasks. This
to group and Assign to
empty fields. All members
of the group from the
reference field on the failed
record are assigned to the
tasks. If the reference field
on the record is empty, the
value in the Assign to empty
field is used.

associated.
Field Description
displays the Group field. All
members of the selected
tasks.
The specific user this audit

field is available under these
conditions:
• Assignment type is set to

Specific User.
User • Assign to empty is set to
Create Assigned Task, and
Assignment type is set to User
Field.
Note: Ensure that the
specified user has the
certification role.

which group this audit assigns
Assign to group to the follow-on task. This field
The specific group this audit

assign to follow-on tasks. This
field is available only when
Group the Assignment type is Specific
Group and you have selected
Group Field as the assignment
type.

Assign to which user this audit assigns
to the follow-on task. This field

associated.
Field Description

selected in Assign to or Assign
being audited. For example, if a
follow-on task must be assigned
to a manager, but no manager
is identified, the value in this
field determines what happens.
This field appears only when the
Assignment type is User Field
or Group Field. The possible
selections are:
• Do Not Create Task: No

follow-on task is created
when the Assign to or Assign
to group field is empty.
Assign to empty • Create Unassigned Task:

Create a follow-on task, but
do not assign it to any user
or group. The task can be
manually assigned later.

Create a follow-on task and
assign it to the user or group
specified. If you selected
an assignment type of User
Field, the User field becomes
available. If you selected the
Group Field type, the Group
field becomes available.
The audit automatically creates

follow-on tasks for all records
that have Assign to populated,

associated.
Field Description
regardless of which selection you
make for Assign to empty.
Brief description of the purpose

Short description
of the audit.
General description of the work

required for the follow-on tasks
Task description created by this audit. All follow-
on tasks created by this audit
inherit this description.
Activates this audit schedule

and generates follow-on tasks at
the scheduled date and time.
Active Clear this check box to hide
scheduling fields on the form
(except Last run date) and not
generate follow-on tasks.

that generates the audit.
• Daily
• Weekly
Run
• Monthly
• Periodically
• Once
• On demand
• If Run is Weekly, the day of

the week when the audit
Day runs.
• If Run is Monthly, the day of

the month when the audit

associated.
Field Description
runs. If the day is 29, 30 or 31,
for shorter months the audit
runs on the last day of the
month.
If Run is Periodically, the

frequency that the audit runs
entered in time, days, or both.
Repeat Interval
For example, set Days to 10 and
Hours to 14:00:00 to run the audit
every 10 days at 2:00pm.
If Run is Periodically or Once, the

Starting date and time when the audit
runs.
If Run is Daily, Weekly, Monthly,

or Once, the time of day, on
Time
a 24-hour clock, when the audit
runs.
[Read-only] The last date and

time the audit ran, either on its
Last run date regular schedule or manually.
Audit previews do not update
this field.

time on which the audit runs.
Next scheduled run
The system recalculates this field
when you change the schedule.
[Read-only] The type assigned

to this audit. The system selects
the audit type based on the
application from which the audit
Audit type was created and can be:
• Desired State
• Architecture Compliance

associated.
Field Description
• Compliance
• Scripted
Audit script to run. This field is

available only when the audit
type is Scripted. The Audit form
includes a sample script with
Run this script instructions for performing the
audit and generating the follow-
on tasks. See Script Methods for
a list of the methods provided
and the accepted parameters.
ServiceNow provides four methods for creating the audit script.
Script methods
Name Description Parameters
public GlideRecord
filterID: The sys_id of
getFilterRecords getFilterRecords(String
the filter to use.
filterId)
auditId: Sys_id of audit

record executed
auditedRecordId:
public void Sys_id of the record
logAuditResultPass(Stri audited.
ng auditId, String
logAuditResultPass
auditedRecordId, isCI: True, if the
boolean isCI, String audited record is a CI,
domainToUse) false if otherwise.
domainToUse:
Sys_domain of the
cert_audit record.

associated.
auditId: Sys_id of audit

record executed.
auditedRecordId:
Sys_id of the record
audited.
followOnTask: Sys_id
of the follow-on task
associated with the
audited record and
can be an empty
string.
public void
logAuditResultFail(Strin columnDisplayName:
g auditId, String Label of the column
auditedRecordId, audited. For example,
String followOnTask, Disk space (GB).
String
logAuditResultFail columnDisplayName, operatorLabel: Label
String operatorLabel, of the operator used
String desiredValue, to audit the column.
String For example, is not
discrepancyValue, empty or greater than
boolean isCI, String can be the label.
domainToUse)
desiredValue: Desired
value of the column.
discrepancyValue:
Discrepancy value.
isCI: True, if the

audited record is a CI,
false if otherwise.
domainToUse:
Sys_domain of the
cert_audit record.

associated.
auditId: Sys_id of
the audit record
executed.
ciId: Sys_id of the

configuration item.
This string is empty
when the table is not
extended from the
public String cmdb_ci table.
createFollowOnTask(St
ring auditId, String ciId, assignedTo: Sys_id of
createFollowOnTask() String assignedTo, the assigned user of
String the task. This string can
assignmentGroup, be empty.
String shortDescr)
assignmentGroup:
Sys_id of the group the
task is assigned to. This
string can be empty.
shortDescr: The text

to use for the short
description of the
follow-on task.
Managing proposed changes

The proposed changes feature allows you to pre-configure changes
to configuration items and their associated relationships. These pre-
configured changes are prepared to be implemented, but do not
actually happen until they are applied at a later time.
When you view a CI, the proposed changes can be displayed so that
you can see what is planned.
This feature is useful when you want to make modifications while a

change process is in the approval stage, and only implement the
changes after the approvals are complete. If the change is never

associated.
approved, no changes to records have to be reversed. If the change

is approved, a quick command applies all the proposed changes.
You can make the following proposed changes to a CI:
• Modify any field on the CI form.
• Add or delete a relationship to that CI.
To modify a relationship, you must delete the current relationship and

add a new relationship. You cannot delete a proposed change.
View CI history
You can view the history of changes to a CI in a list, calendar, or timeline

format.
View the proposed changes of a CI
You can view the proposed changes so that you can see what is
planned for the CI.
Before you begin
Role required: personalize_form
About this task
To view any proposed changes, configure the CI form layout to

display the CMDB Scheduled Changes field. Proposed changes are not
displayed in a CI form by default.
Procedure
1. Navigate to All > Change > Open and open a change request.
2. In the Affected CIs related list, open the Configuration Item.

You may also navigate directly to the CI form.
3. Right-click the form header bar.
4. Select Configure > Form Layout.
5. Move the CMDB Scheduled Changes field to the Selected pane.

associated.
6. Click Save.
The CI form shows the details of any proposed changes in the
Scheduled changes area.
Add a proposed change to a CI
Proposed changes to a CI can be made while viewing a change request

or any task-related record.
Before you begin
Role required: itil
Procedure
1. In the Change Request form, go to the Affected CIs related list.

If there are no CIs in the Affected CIs list, click Edit to add CIs that are
affected by this change request.
2. Right-click the CI that you want to configure for a proposed change,

and select Proposed Change.
3. Complete the form to make the proposed changes, and click Save
Proposed Change.
Click Update to apply the changes immediately. Click Delete to
delete the CI.
4. To propose an addition or a removal of a CI relationship:
a. Click the plus icon in the Related Items section.
b. In the Relationships section, add or delete a relationship. For

information about using the relationship editor, see Create or edit
a CI relationship.
c. Click Save Propose Change.
d. Confirm saving the proposed change.

Click Update or Delete to commit the changes immediately.
Note: Use only with CI relationships. Proposing additions or
removal of relationships is not valid for user relationships and
group relationships.

associated.
What to do next
After the proposed changes are saved, the Apply Proposed Changes
button appears on the Change Request form. This button lets the
user commit the proposed changes to the CI. Your business processes
determine the appropriate time to commit the changes. The CI retains
the existing data until the proposed changes are committed. However,
users can see that changes have been proposed.
Apply a proposed change to a CI
When you apply the proposed changes, all the proposed changes for
that change request are applied to the configuration item. You can
apply proposed changes without verification, or if verification tests of the
proposed changes have failed.
Before you begin
Role required: itil
About this task
After you apply the proposed changes, the Scheduled changes part
of the form displays No scheduled changes found. You can configure
proposed change verification rules which you can use to verify proposed
changes before applying the changes.
Procedure
1. Navigate to the Change Request form.
2. Click the Apply Proposed Changes button.

You may have to right-click the form header and select the Reload
Form option to see the changes.
Create or edit a proposed change verification rule
Ensure that proposed changes meet business requirements and do not

introduce invalid data to the CMDB, create a rule that includes a script to
verify the proposed changes.

associated.
Before you begin
Role required: asset or itil
About this task
When you configure proposed change verification rules for a CI, you
have an option to verify that the proposed changes pass the verification
test script in the rule. The verification test results are logged as passed
or failed, and you can view the results. Running the verification test is
not mandatory, and a failed verification test does not prevent you from
applying proposed changes.
Procedure
1. Navigate to All > Configuration > Change Verification > Proposed

Change Verification Rules.
2. Click New or select an existing rule to edit.
3. Fill in the fields, as appropriate.

Proposed Change Verification Rules form
Field Description
Rule name The name of this rule.
The table to which the rule

Table name
applies.
Conditions to apply this rule to

Filter condition
specific CIs.
Active Check box to activate this rule.
A verification Java script that

needs to return true or false. For
example:
Rule script
validateRule()
{
var os = current.getValu

associated.
Field Description
e("os");
var cpu = current.getVal
ue("cpu_count");
//Use current.getValu
e(fieldName) to get the pr
oposed change value, eg.
var os = current.getValue
("os");
//Your verification co
de
if (os != "SunOS" || cp
u < 2)
return false;
//Return true to pas
s the verification and fal
se if the verification fai
led
return true;
}
4. Click Submit or Update.
Result
On the Change Request form, you can click Verify Proposed Changes to
verify proposed changes for the affected CIs.
Verify proposed changes
Before applying proposed changes to affected CIs, use proposed

change verification rules to verify that the changes meet business
requirements and do not add invalid data to the CMDB.
Before you begin
Create or edit the rules used to verify proposed changes. For details, see
Create or edit a proposed change verification rule.
Role required: none

associated.
About this task
You can apply proposed changes even if they are unverified or fail a
verification test.
Procedure
1. Open the Change Request form that affects the CI.
2. Click Verify Proposed Changes.

The proposed changes are verified against any proposed change
verification rules in which the CI meets the Filter condition criteria.
3. Review the message that appears at the top of the form after the
verification process is finished.
The message states whether the verification tests passed or failed.
What to do next
To view the details of any verification tests that were performed for
the change request in the past two days, click the Proposed Change
Verification Log related link.
Create or edit a planned change validation script
Create a custom script that checks if a change to a class was valid

according to business requirements, and whether the change was
planned or not. A planned change validation script is used whenever
a CI change is viewed in the CI timeline or change history.
Before you begin
Role required: admin or itil
About this task
The system attempts to validate each CI change as follows:
• If a custom script exists for the CI or one of the CI parents, then the
script is executed and the results are used to flag the change as valid
or invalid. Parent CIs are examined in the hierarchical order.

associated.
If a custom script does not exist for the CI or any of its parents, then
a predefined validation script is used. The change is determined as a
planned change if the change occurred between the Work start and
Work end dates of the change request associated with the changed
CI.
However, this check is not always reliable because a user might

have manually modified the CI within the work dates, which flags the
change as valid even if it is invalid.
The script needs to return a boolean, true or false, which depends on

meeting the test criteria in the script. You can define a separate script for
each CI class, and you can define multiple planned change validation
scripts for a single class. For example, to maintain different versions of the
script. Only one script can be active for a CI class at any given time.
These are the parameters that uniquely characterize a change:
• The fields that were changed
• The data source that performed the change
• The time stamp of the change
To correctly determine the validity of a change, examine the parameters

and apply business logic to evaluate if the validation tests are met. A
planned change validation script can test any of these characteristics
and determine when a change meets pre-established criteria. For
example, the custom script can check if the mode of the CI is
operational or maintenance, or who initiated the change.
Procedure
1. Navigate to All > Configuration > Change Verification > Planned

Change Validation Script.
2. Click New or select a validation script to edit.
3. Complete the form.

associated.
Planned change validation script form
Control Description
Check box to activate this script

Active
for validating changes.
Applies to Class that this script applies to.
Script to run to validate a

change. If the script does not
Script
return a boolean value, then it is
configured to false.
The script has a template which displays the input variables of the
script.
Template script input variables
Variable Type Description
Current record that is

current GlideRecord
being processed.
Time stamp of the

updatedOn GlideDateTime
change.
Entity responsible for

updatedBy String
the change.
Comma-separated
list of the names of
fieldsChanged String
all fields that were
changed.
This sample script checks who initiated the record update. It returns
true if admin initiated the record update. Otherwise, the script returns
false.
isValidChange();
function isValidChange(/*GlideRecord current, GlideDat

eTime updatedOn, String updatedBy, String changedField
s*/)
{

associated.
//Return true if the user that updated the record h

as an admin role
return isUserAdmin(updatedBy);
}
function isUserAdmin(userName)
{
var grUser = new GlideRecord("sys_user");
grUser.addQuery('name', userName);
grUser.query();
if(grUser.next())
{
var roles = new GlideRecord ("sys_user_has_role
");
roles.addActiveQuery();
roles.addQuery('user', grUser.sys_id);
roles.query();
while(roles.next())
{
if(roles.role.name == 'admin')
return true;
}
}
return false;
}
4. Click Submit.
Intelligent Search for CMDB

Use everyday natural language query (NLQ) in a search string to query
for a set of CIs in the CMDB. Intelligent Search for CMDB, parses, resolves
ambiguities, and converts your search string into a valid CMDB query.
Complex search strings open fully constructed on a canvas of CMDB
Query Builder where you can continue and refine, or run.
Intelligent Search for CMDB is supported only in English.
Integration with CMDB Workspace
Intelligent Search for CMDB is integrated into the CMDB Workspace store
app. See CMDB Workspace for details about using Intelligent Search for
CMDB in CMDB Workspace.

associated.
Integration with CMDB Query Builder
Intelligent Search for CMDB is integrated with the CMDB Query Builder
in the Now Platform. This integration is controlled by the system property
glide.cmdb.query.nlq.activated, which is set to true by default. Intelligent
Search for CMDB lets you use natural language processing in the CMDB
Query Builder to find CIs and their relationships using Intelligent Search for
CMDB functions.
Using Intelligent Search for CMDB
Intelligent Search is tailored to the CMDB, searching only through the

CMDB class hierarchy for tables, and for CIs and their relationships.
Use the Intelligent Search search field to construct a search string

using everyday natural language. Your queries can span multiple
CMDB classes and involve many CIs that are connected by different
relationships. After resolving any ambiguities with table names or
relationship types, Intelligent Search converts your search string into
a query that the CMDB can run. The CMDB query is constructed
dynamically as you type into the search box and spell checker is applied
if needed. A dynamic list of relevant suggestions appears as you type,
with items such as table names, matching single words or part phrases in
the typed-in text.
Use Intelligent Search:
• Search tips: Shows details and tips about the usage, and examples for
single and multi-table search, advanced filtering, and relationships in
Intelligent Search. The Relationships tab contains a link to the CMDB
Implicit Relationships table.
Search: Depending on whether the search string is already fully

converted into a valid CMDB query and whether the search is for a
single or multiple tables.
If the search string has no ambiguities with the table name or

relationships, then the query runs and the results appear in a list view
format.

associated.
If the constructed CMDB query contains more than a single table,

then the View in Query Builder button appears. Click the button to
open the CMDB Query Builder with your query fully constructed on
the Query Builder canvas. You can use the Query Builder to continue
editing the query.
• If there are any ambiguities with table names or relationship types

in the search string, then the search string can't be converted into
a valid CMDB query. In this case, the Refine your query dialog box
appears to continue and parse your search string into a valid CMDB
query. The dialog box contains suggested synonyms and labels for
phrases in your search string. Use the drop-down lists to select the
synonyms that match your intended search and then click Go to run
the query.
• If Intelligent Search is unable to convert your search string into a

valid CMDB query, then clicking Search does not generate any query
results. Instead, a feedback form appears. Fill out the form and click
Submit Feedback to send your feedback to ServiceNow analysis.
• Results Feedback: Submit feedback to ServiceNow analysts, to express

your assessment of the results. Choose descriptions that capture any
gap between the results and your expected results, and add any
helpful details.
Sample searches
When you click the search box, the drop-down list of pre-defined
sample searches appears. The list consists of more common searches, or
searches that are more difficult to construct such as searches that involve
application services. Run any of those searches to get started.
• Sample searches are stored in the NLQ Sample Search

[sn_cmdb_ws_nlq_sample_search] table
• Referenced tables are stored in the NLQ Sample Search Table

[sn_cmdb_ws_nlq_sample_search_table] table
CMDB Admins (sn_cmdb_admin user role) can modify a sample

search by directly editing its record in the NLQ Sample
Search table. Click All and then in the Filter navigator, enter
sn_cmdb_ws_nlq_sample_search.list. In the NLQ Sample Searches
list view edit the record for a search that you want to modify.

associated.
Any modification to sample searches is reflected in both, the CMDB

Workspace and the CMDB Query Builder.
Synonyms
The NLQ Synonym [nlq_synonym] table is pre-populated with synonyms

for natural language strings for CMDB table and column names, and
relationships. This table is used to match natural language search words
to the CMDB query language. For example, the phrase ‘linux server’ has
synonyms such as ‘Linux Server’, ‘Server’, and ‘Virtual Machine Instance’.
For details about viewing and adding synonyms customized to your

business needs, see NLQ synonyms.
CMDB Implicit Relationships
You can help Intelligent Search find more results by defining some of the
relationships between classes as implicit relationships. Implicit relationships
can be useful in queries that involve service offering and application
services.
NLQ admins can create new implicit relationships by navigating to All >
NLQ > CMDB Implicit Relationships.
An implicit relationship defines the relationship between two tables

and includes any filters you want to apply. When creating an implicit
relationship, you set the following items:
• From table (from_table): The class that acts as the parent
• Filters: Conditions that are applied to the columns of the from_table
• To table: The class that acts as the child
• Relationship: How the from_table interacts with the to_table. For

example, Contains: Contained by means the from_table contains the
to_table
• Skipped table: The class that is implied and not captured by the CMDB
Query Builder
For example, in CMDB Query Builder, you want to see your service
offerings that have had a P1 incident in the last 10 days. However, if
you were to type show me all business service offerings with

associated.
p1 incidents in the last 10 days, NLQ wouldn't understand the

relationship.
Implicit relationships are stored in the NLQ CMDB Implicit Relationship

[nlq_cmdb_implicit_relationship] table and are used in the CMDB
Workspace and if integrated, also in CMDB Query Builder.
For more information about NLQ in the Now Platform, see Natural
Language Query (NLQ).
Unified Map
The Unified Map feature graphically shows a hierarchical map of CIs and
the relationships between them, while centered on a CI that you choose
(referred to as the home node). The Unified Map feature combines some
of the capabilities of Dependency Views and of Service Mapping, into a
single map experience.
Unified Map is available starting with CMDB Workspace v4.0.
Unified Map visually shows how CIs are connected to each other, which
lets it be useful with products such as Change Management, Incident
Management , and Event Management . Nodes on the map represent
CIs in the CMDB hierarchy and different types of lines between the nodes
represent the connections between CIs.
For example, Unified Map helps you understand the impact of a change
by visually showing how Cis are connected to other CIs by relationships
and references. Unified Map also shows the composition of application
services which lets it be useful with products such as Event Management
and Incident Management. For example, you can see all CIs that are
members of the 'Revenue App' application service. You can review
historical changes, and then easily filter the CIs so that only Application
CIs appear.
Unified Map provides the following panels:
• Map pane that shows the map for a CI, and which lets you access the
following utilities:
• CI search field letting you search for the home node CI for the map
• Filter panel letting you filter CIs and relationships that appear on the
map, and create filter presets to reapply a set of filters on any map

associated.
• Toolbox letting you modify various visual aspects, such as the layout
mode, of the map
• Mini-map navigator letting you easily move the entire map to an area
of interest and set the zoom level for the map
• Timeline showing related item events for the CIs on the map, up to six
months in the past and six months into the future, as of the time of
viewing the timeline.
• Contextual side panel on the right where you can choose the
Attributes, Application services, Related items, or Changes module. The
panel shows different types of details per module and according to the
selections on the map
Panels and elements in Unified Map
The map content and the details that appear in the various modules in
the contextual side panel, is synchronized. The selected module in the
contextual side panel determines the type of details that appear and
your selection on the map determines the scope. If you select a CI on the
map, then the contextual side panel shows details for that CI. For some
modules, if nothing is selected on the map, the contextual side panel
shows details for all the CIs on the map.
For example, if the Application services module is selected and a

CI is selected on the map, then the contextual side panel shows all
application services related to the selected CI. If you then select an
empty space on the map so that no CI is selected — The contextual side
panel shows all application services that are associated with any CI in the
map.

associated.
Access
You can access the Unified Map feature from CMDB Workspace, in either
of the following ways:
• Navigate to Workspaces > CMDB Workspace. Then, in the Quick Links

section on the CMDB Workspace Home view, select Unified Map.
• Select Open Map on a CI form, to open a map for the respective CI as

the home node of the map.
Role requirements:
• To access maps: sn_cmdb_user, sn_cmdb_editor or sn_cmdb_admin

roles
• To access maps with operational application services:

app_service_user, and sm_user or sm_admin
• To access maps with operational and non-operational application

services: app_service_admin, and sm_user or sm_admin
• To access and view related items: itil
Map content
The map pane shows a graphical layout of CIs and their relationships
including group CIs such as application services, and a timeline. You can
set and change the content on the map as follows:
Home node
Use the Search box to select the CI, such as an application service CI,
that you want the map to center on. That CI is the home node of the
map. The home node is easily visible by its thicker border line and by a
pulsating effect. The home node is the focal point of a map and all other
CIs and relationship lines are drawn in the context of the home node.
Level
Select the levels drop-down list to set the map level. The map level limits
the number of hierarchy levels for which to show CIs, therefore, limiting
the overall size of a map. Starting with the home node, the map shows
all CIs up and down the hierarchy, up to the specified level. By default,

associated.
only the first three levels of CIs, directly descending from the home node,
appear on the map.
The level setting has no effect when an application service CI is set

as the home node (CI is a mapped application service). All levels of
relationships appear for an application service CI.
Filter
Select Open filter panel ( ) to filter the data appearing on the current
map, and create filter presets. Each filtering category includes only items
that are relevant to the current map. The list in the CI types category, for
example, includes all the CI types on the map, and you can filter in or out
any of those items. A blue dot appears on the filter icon when filters are
being applied.
Filtered items don't appear on the map unless you select Show filtered
items to expose them as grayed-out CIs and relationships.
For more information about configuring map filters, see Configure map
filters.
Service Mapping
When Service Mapping is installed then application services populated

by Service Mapping population methods, are included in maps.
Otherwise, only application services populated by CMDB-related
population methods, appear.
Without Service Mapping, any other data that Service Mapping provides
for application services, such as relationships, grouping, and mapped
application services data (and subclasses of that class), isn't available.
Also, the Application services module in the contextual side panel,
doesn't show details for CIs in the map.
Note: A map retrieves and shows only up to 250 CI nodes (CIs within
a collapsed group CI are counted). Any additional elements are
truncated and don't appear on that map.

associated.
Map appearance and interaction
The map initially appears using default settings. Colors used in Unified
Map to highlight some field values, follow the Next Experience color
themes, and dashed lines represent references between end point CIs.
You can interact with the map and change the appearance of its
current content, as follows:
• Use the toolbox on the map to change map appearance:
• Zoom in or out: Add or reduce the level of details on the map.
• Align to home node: Move the home node to the center of the map.
• Fit to screen: Center the map on the canvas and set the zoom level
to its maximum level that enables the entire map to fit on the canvas.
• Export map: Export the map to a PDF document on your local drive.
• Collapse all: Collapse all group CIs that are expanded, center the
map on the canvas, and set the zoom level to its maximum level that
enables the entire map to fit on the canvas.
• Switch map layout to either of the following options:
• Unified vertical layout: Shows elements in a vertical tree pattern

according to their upstream and downstream relationships. This
option is the default layout for showing mapped application
services.
• Unified force layout: Shows elements in a clustered arrangement

around a parent CI, regardless of upstream or downstream
relationships.
• Toggle visibility of the timeline: Show or hide the timeline underneath

the map. For more information about the timeline, see Show CI
related items events on a timeline.
• Point to a CI to animate the relationships between the CI and its

connected CIs.
• Use the mini-map navigator on the bottom right to easily move the
entire map on the canvas and set the zoom level to a specific
percentage number. You can hide or show the mini-map navigator.

associated.
• Select the number badge on a group CI to expand the group and

show its member CIs. The group parent and any CI members are
temporarily highlighted by a light purple color (point to a group if
needed). Select the badge again to collapse the group back into its
group CI mode.
• Drag CI nodes on the map canvas to reposition CIs as needed.
Contextual side panel

Select one of the following modules in the contextual side panel on the
right to show different types of details for CIs on the map:
• Attributes ( ): Shows the Attributes pane with details that are based
on selections in the map. For more information about using this module,
see Show attributes for a CI or a relationship in a map.
Application services ( ): Cards in the Application services pane

show key details, such as Owner and Discovery source, for application
services. If a CI is selected on the map, then application services
related to the selected CI, appear. If nothing is selected on the map,
then any application service that is related to any CI on the map,
appears.
For more information about using this module, see Show application
services for a CI in a map.
Related items ( ): Shows related items grouped by related items

categories, such as active incidents and alerts, in the Related items
pane. If a CI is selected on the map, then only related items that are
associated with the selected CI, appear. If nothing is selected, then all
related items that are associated with any CI on the map, appear.
• For information about using this module, see Show related items for a
CI in a map.

associated.
• For information about how administrators can configure the related

items details appearing in badges, on timelines, and in cards in the
Related items panel, see Configure options for the Related items
module.
Changes ( ): Shows CI changes in the Changes pane. If a CI is

selected on the map, then only changes for the selected CI, appear.
If no CI is selected, then the Changes pane doesn't show any change
details.
For more information about using this module, see Show changes for a
CI in a map.
Service maps
Mapped services, appear on the map as group CIs that you can
expand and collapse to show or hide its members. Mapped services are
descendents of the Application Services [cmdb_ci_service_auto] class,
such as application services and dynamic CI groups. A badge on a
group CI shows the number of members in the group.
Select the badge to expand the group to show all members, and then
collapse the group back to hide members and to show only the group
CI. In its expanded mode, point to any CI in the group to temporarily
highlight all CI members by a light purple color.
Administer Unified Map

As an administrator, you can modify several settings in Unified Map to
reflect how maps are used in the organization.
The Unified Map configurations in the following tasks affect all users. Users
can customize some aspects of their own experience with Unified Map,
but can't configure settings in these tasks.
Add related items categories and configure what appears on individual

cards in the Related items module, and how related items appear on
timelines and in badges.

associated.
Before you begin
About this task
Related items are grouped by categories in the Related items pane in

the contextual side panel, and also appear in CI badges and in timelines.
The Node Map Related Item [sn_cmdb_ws_node_map_related_item]
table contains the settings that determine which related items and
associated details, appear. By default for example, common categories
of related items, such as active incidents, are pre-configured to
appear. You can add or modify records in the Node Map Related
Item [sn_cmdb_ws_node_map_related_item] table to globally manage
related items in maps.
Procedure
1. Navigate to All and then, in the Filter box in the main navigation
bar, enter sn_cmdb_ws_node_map_related_item.list to open the
Node Map Related Item table.
2. Select an existing record or select New and then fill out the form.
Field Description
The category label that appears

in the contextual side panel
Name
when the Related items module
is selected for a CI.
Tables from which records for the

Table
category are retrieved.
Order that the category

appears within all related items
categories. The list of related
Order items categories is sorted in an
ascending order. The category
with the smallest order number is
at the top of the list.

associated.
Field Description
Enables the appearance of the

Active
related item category.
Reference attribute in the

specified Table that references
Reference field the CIs for the category.
Typically set to Configuration
Item [cmdb_ci].
Configure related items in the Related items contextual side panel.
Related fields and conditions tab
Numeric attribute from the

specified Table that uniquely
identifies each record in the
category. This attribute is used
Number field
in the record links that appears
in each individual card when
drilling down the related item
category.
Attribute from the specified

Table that appears as the title
Title field of each individual card when
drilling down the category in the
contextual side panel.
Set of attributes from the

specified Table that appear in
individual cards when drilling
down the related item category.
Fields
For example, when drilling down
alerts, the set of attributes that
appear on each individual alert
card.
Order of appearance of the

Sort fields
specified set of Fields.

associated.
Attribute from the specified

Table that appears at the
bottom of individual cards when
Footer field
drilling down the related item
category, regardless of the sort
order specified in Sort fields.
Conditions to apply to the

Conditions specified Table that retrieve the
set of records for the category.
Configure related items in badges and timelines.
Badge and timeline configuration tab
Icon that appears in CI badges

Badge and timeline icon and on timelines, for the
specified related item.
Highlight configuration for

Badge and timeline highlight
applying colors to the icons in
field
timelines and on the map.
The date field to position the

Date field
event on the timeline.
Optional end date field to use

End date field
for a range on the timeline.
3. Select Submit or Update.
Each class has a unique set of extended properties that appear in the
Unified Map Attributes panel for a CI. Many common classes are pre-
configured with such set of extended properties. You can modify these
default settings and globally configure extended properties for additional
classes.

associated.
Before you begin
Procedure
1. Navigate to All and then, in the Filter box in the main navigation bar,
enter sn_cmdb_ws_node_map_table_attributes.list to access
the Table Attributes table.
2. Select an existing record or select New and then fill out the form:
Field Description
The class that this configuration

CMDB Class Name
applies to.
List of attributes that appear

as extended attributes in the
contextual side panel when
a user selects the Properties
module for a CI. The list contains
attributes of the specified CMDB
Display attributes
Class Name from which you can
select.
If the field is locked, then to

configure, select the Unlock
Display attributes icon first.
Configure map references to connect on the map, CIs from two classes
that aren't connected by a relationship.
Before you begin

associated.
About this task
References connect CIs from two classes that don't have a relationship
connection between them. On the map, any two CIs from the
referenced class and from the referencing class, appear connected by
a dotted line as if there's a relationship connection between them. For
such reference connections, the relationship type is Reference. There are
several pre-configured map references which you can modify, and you
can also add additional map references.
For example, a Windows Server CI record has a map reference to records

in the File System table that you want to include in a map. In that
case, Server ABC (referencing CI) shows connections to C:\ and D:\ file
systems (referenced CIs).
Procedure
1. Navigate to All and then, in the Filter box in the main navigation bar,
enter sn_cmdb_ws_node_map_reference.list to open the Node
Map References table.
Field Description
The referencing class that this

CI class
configuration applies to.
Class that the specified

Referenced CI class
Reference field references.
Attribute in the specified CI class

Reference field
that contains the reference.
Creates a map reference for

the reverse reference between
Show Reverse
the specified CI class and
Referenced CI class.
Enables the configuration so

Active that the map reference shows
referenced CIs.

associated.
Configure profiles that set default map filters and default map orientation
for a class. For example, to show Service Mapping data for the Mapped
Application Service class.
Before you begin
About this task
Class profiles are applied when no filter preset is used with the
current map. This typically happens when you initially load a map
without a filter preset or when you set the filter preset to Default
view. Class profiles let you configure only the Layer category in the
filter panel. Several common classes such as the Mapped Application
Service [cmdb_ci_service_discovered] class, are pre-configured with
class profiles.
Procedure
1. Navigate to All and then, in the Filter box in the main navigation
bar, enter sn_cmdb_ws_node_map_profiles.list to open the Node
Map Profiles table.
Field Description
Orientation Orientation of the map.
Class of the home node of the

CMDB CI class map for which to apply this
profile.
Filters in the Layers category, to

Layers filter elements in or out of the
map.
Designates whether this profile is

Active
active.

associated.
Show a CI in a map
Select a CI as the home node that a map centers on. The home node in
Unified Map is the focal point of a map. All other CIs and relationships on
the map are drawn in the context of the home node.
Before you begin
Role required: See general role requirements for Unified Map
About this task
When you open a map for an application service CI, a badge on group
CIs in the map shows the number of CI members in that group. In that
case, group functionality is available letting you expand or collapse the
group CIs.
Procedure
2. In the Quick links section in the Home view, select Unified Map.
3. In the search field, search for a CI that you want to see a map for.
The CI that you find and select, is automatically set as the home
node for the map.
What to do next
You can change the map content or appearance as described in

Unified Map, and you can do any of the following interactions:
• Show CI key details on the map: Point to a CI to show the CI's full name
and class (or zoom into the map until those details appear), its related
items details, and the direction of the CI relationships. If there are
multiple related items associated with a CI, then the CI badge contains
the string 'Multiple' and a badge showing the number of related items
appears on the timeline. You can point to that badge on the timeline
to show all related items.

associated.
• Show complete CI details: Select a CI (CI border thickens) to show its

respective details in the Attributes, Application services, Related items,
or Changes module panes.
• Show relationship details: Select a line, which represents relationships

between the CIs, to show the relationship attributes in the Contextual
side panel on the right (select the Attributes module if needed). If there
are multiple relationships between CIs, then a badge shows the total
number of relationships, and details for all the relationships appear in
the Attributes panel.
• Move a CI: Drag a CI to a different place on the map. Map elements

that are connected to that CI, are automatically moved and redrawn
according to the new placement of the CI.
• Change the level setting: Select the level drop-down and set the
number of relationship levels from the home node, for which to show
CIs on the map.
• Select a different home node: Right-click a CI. Then, in the pop-up

menu, select Set as Home node to redraw the map with the selected CI
as its home node.
• Expand and collapse a group CI: Select the number badge (indicating
the number of CI members) on a group CI to expand the group and
show its CI members. Select the badge again to collapse the group
and to show the group CI and its number badge. In its expanded
mode, the group parent and any CI members are temporarily
highlighted by a light purple color (point to a group if needed).
Show filtered items: Select Show filtered items to expose the filtered
items on the map, in a grayed-out shade. For more details about
configuring map filters, see Configure map filters.
Show CI related items events on a timeline

Show related items events, such as incidents and changes, associated
with the CIs on the map, across a time range.
Before you begin
Role required: See general role requirements at Unified Map

associated.
About this task
Select a CI on the map to show its related items on the timeline, or select
an empty space on the map to show related items for all of the CIs on
the map. Multiple related items from the same date are grouped into a
badge which shows the number of related items in the group.
The time range of timelines stretches from six months in the past through
six months into the future, relative to the current time. An event that
occurred outside of this time range, doesn't appear on the timeline.
However, such events might still appear in the corresponding Related
items pane and a CI badge might show data for those related items.
A timeline uses a marker to filter out CIs that were created after the
marker date, and doesn't affect related items on the timeline. Set the
marker to visualize topology changes in the CMDB until a specific point in
time. Maps are synchronized with their associated timelines, showing the
CIs and relationships as they existed at the marker's date and time. For
example, CIs that were created after the marker's date and time, don't
appear on the map.
As an administrator, you can configure some properties of the timeline,

such as which related items details appear on timelines. For more
information about configuring timelines, see .
Show related items events in a timeline, as follows:
Procedure
• Point to the marker to show its date setting.
• Point to a related items badge to show details about the related items
for that point of time.
• Drag the marker to another date to be set as a marker.
• Zoom in or out to extend or to shrink the range of dates that show on

the timeline.
• Select the More options button and then select Replace marker, Clear
marker, or Add marker to manage the marker.
• Select Now to set the marker to current time.

associated.
What to do next
Use the map toolbox to show or hide the timeline.
Configure map filters

Specify the type of CIs that you want to see on the current map by
filtering out data using different filtering categories.
Before you begin
Role required: See general role requirements at Unified Map
About this task
Some maps might extend to be too large to be useful. After selecting

the home node, you can reduce the size of a map by filtering out CIs of
specific type or with specific attribute values. For example, you can filter
out CIs associated with a specific discovery source or which are owned
by a specific user, and which you aren’t interested in.
The Map filter panel lets you filter by layer types, CI classes, and
relationship types. Filter options reflect the elements that are currently
on the map and represent attribute values from all elements in the map.
Select or clear items to filter CIs and relationships in the map.
Note:
• Filter conditions that might filter out the home node CI might be
available in the map filter panel because of other CIs on the map.
However, you can't filter out the home node CI even it matches
those filter conditions.
• Maps retrieve and show only up to 250 CMDB elements and any
remaining elements are truncated and don't appear on the map.
Procedure

associated.
3. In the search bar, search for the CI you want as the home node for
the map.
4. Select Open filter panel ( ).
5. In the Map filter panel, select or clear filters that you want to apply to
the current map.
6. Close the Map filter panel.
What to do next
• Select or clear Show filtered items to expose all filtered items as grayed-
out elements, or to hide them.
• Create a filter presets to reuse a custom set of filters.
Manage filter presets

Create and save a custom set of Unified Map map filters, which you can
then apply to any map to show only what you are interested in.
Before you begin
About this task
After you configure a custom set of map filters, you can capture those
settings as a filter preset. You can then select that filter preset to apply
automatically all of its filter settings to the current map.
Procedure
3. In the search bar, search for the CI you want as the home node for
the map.
4. Select Open filter panel ( ).

associated.
5. In the Map filter panel, select the filters that you want to include in
the filter preset.
The filter settings are also applied to the current map.
6. Select the star-shaped icon, enter a Preset name, and then select
Save.
7. Close the Map filter panel.
What to do next
• Apply a filter preset: Select the View preset list icon In the Map filter
dialog box, then select a preset filter and close the Map filter panel.
• Update a filter preset: Select a filter preset in the Map filter dialog box
and update the filter settings. Then select the star-shaped icon, and in
the Save Preset dialog box do either of the following:
• Select Update preset
• Select Save as new preset and enter a filter preset name

Select Save.
• Remove a filter preset: Select the filter preset in the Map filter dialog
box. Without changing the preset, select the star-shaped icon, and in
the Remove preset dialog box select Remove.
Show attributes for a CI or a relationship in a map

Open the Attributes module in Unified Map to show attributes for a CI
and for relationships that are on a map.
Before you begin
Procedure
3. In the Search bar, search for a CI to be set as the home node for the
map.

associated.
4. Select a CI or a relationship on the map for which you want to show

attributes.
5. Select Attributes ( ) in the contextual side panel to access the

Attributes module.
The Attributes pane shows the following details:
• For a non-group CI: The top section contains common key

attributes, such as Class and Discovery source that appear for
CIs of any class (other than Application Service CIs). The bottom
section contains attributes that uniquely extend the CI's class in
the CMDB hierarchy.
• For a group CI: The top card shows attributes of the group CI
and underneath, the Configuration items section contains cards
showing attributes for each of the group member CIs.
• For a single relationship: A card with the attributes for the

selected relationship.
• For a multi-relationship badge: A card for each of the

relationships in the relationship set, showing the attributes for the
relationship. The number of cards is equal to the number on
the relationship badge, which is a count of the different types
of relationships between the two CIs, in the same direction.
Relationship connections are based on records in the CI
Relationship [cmdb_rel_ci] table.
What to do next
In a CI card in the Applications pane, select the Actions menu and then
select any of the following options:
• View CI details to open the CI form for the CI.
• Open in new map to open an additional map with the current CI set as
the home node.
• Set CI as home to set the selected CI as the new home node for the
map.
Select a mapped application service CI on the map to show its entry

points in the Attributes pane.

associated.
Show application services for a CI in a map

Open the Application services module in Unified Map to show details of
application services associated with a CI that's on the map.
Before you begin
Service Mapping must be installed to show application services for a

selected CI.
Procedure
3. In the Search bar, search for a CI that to be set as the home node for
the map.
4. Select a CI on the map for which you want to show application

services.
5. Select Application Services ( ) in the contextual side panel to

access the Application Services module.
What to do next
• Select another CI on the map to show its related application services.

Or, select an empty space on the map so that no CI is selected, to
show all application services for any of the CIs on the map.
• In the Application services pane:
• Use the Search box to search for a specific application service.
• Select ( ) to open the filter panel, and then select a category and
a sort order by which to sort the application service cards. Close the
filter panel to apply your settings.

associated.
In an individual application service card, select Application Service

actions ( ) and then select:
• View CI details to open the CI form for the application service CI.
• Open in new map to open a new map in which the application

service is set as the home node.
• Set CI as home to set the application service as the home node on

the map and redraws the map accordingly.
Some fields, such as Business criticality, are color-coded to denote

specific values. For example, a status of Most Critical is highlighted by
default with a red background.
Show changes for a CI in a map

Open the Changes module in Unified Map to show historical changes for
a CI that's on the map.
Before you begin
Procedure
map.
4. Select a CI on the map for which you want to show changes.
5. Select Changes ( ) in the contextual side panel to access the

Changes module.
What to do next
• Select another CI on the map to show changes for.
• In the Changes pane:

associated.
• Select Open filters ( ) and then select and configure any of the
following filter types:
• Post types
• Field changes
• Flagged
• Filter sets
• Select the Search icon ( ) and enter text in the Search Activity
Stream field to find specific changes by entering terms.
• Select the or the sorting icons to toggle between sorting the

change cards in an ascending or descending order.
• Select Show less or Show more to show the minimum or the maximum
level of details in a change card.
In an individual card: Select the Flag as important icon to flag the

change as important.
Show related items for a CI in a map

Open the Related Items module in Unified Map to show all related items
such as active incidents or active problems, for a CI that's on the map.
Before you begin
Procedure
map.

associated.
4. Select a CI on the map for which you want to show related items.
5. Select Related items ( ) in the contextual side panel to access

the Related items module.
Related items are grouped by categories. The categories that
appear are based on the Related Items options and badges show
the number of related items of the respective category, for a
selected CI (or for all CIs if no CI is selected).
What to do next
• Select another CI on the map to show related items for, or select an

empty space on the map so that no CI is selected, to show all related
items for any of the CIs on the map.
• Select Related items user preferences ( ) in the Related items pane,

to set the related item categories that you want to see in the Related
items pane.
• Select a related item category (the category must contain least one
item) to drill down to the individual related item cards and see key
details for each related item.
• In a related item card:
• Select the related item link to drill down to the actual related item
record.
• Open the filter panel to set a sorting category and order for the
cards.
Some details, such as Priority and Risk, are color-coded to highlight

certain values. Color-codes use the default ServiceNow platform color
code settings.
Configure options for the Related items module

The Related items module in Unified Map lets you set your preference for
which categories of related items, such as active incidents and active
problems, appear for CIs.

associated.
Before you begin
About this task
Related items are grouped by categories in the contextual side panel

when selecting the Related items module. Administrators configure which
related item categories are globally available, and you can further
customize these settings to reflect your own preferences.
Procedure
3. Select the Related items icon to open the Related items

module.
4. In the Related items panel, select the Related items user preferences
icon .
5. In the Related items Settings dialog box, select and deselect items in
the Available items list to reflect which related item categories you
want to show for CIs.
Selected items are moved into the Selected item lists and when
you select a CI on the map for which to show related items, those
categories appear.
6. Select Apply.
Dependency Views
ServiceNow® Dependency Views graphically displays an infrastructure
view for a configuration item (CI) and the application or business services
that it is part of and that it supports. Dependency Views indicates the
status of its configuration items, and allows access to CIs related alerts,
incidents, problems, changes, and services.
If Service Mapping is activated, Dependency Views maps are enhanced

to display dependencies that reflect connections in service maps.

associated.
Use
• Dependency Views
map
Administer • Dependency Views
map menus and
• Create or modify controls
map indicators
• View a
• Create or modify Dependency Views
Explore map icons map
• Upgrade to • Create a predefined • Change the layout
Vancouver filter of Dependency
• Domain separation • Create or modify Views map
and Dependency Map Related Items • Filter the view of a
Views
• Create or modify Dependency Views
map
Dependency Views
menu actions • Perform actions
• Create or edit a on nodes in a
Dependency Views
dependency type
map
• Supported browsers
for Dependency
Views
Troubleshoot and get

Develop help
• Developer training Integration
• Ask or answer
• Developer questions in the
View metrics for CIs in
Now Community
documentation a Dependency Views
map
• Properties for • Search the Known
Error Portal for
Dependency Views
known error articles

associated.
• Components installed • Contact Customer

with Dependency Service and
Views Support
Supported browsers for Dependency Views

The latest version or service pack of internet browsers are required to view
and manipulate Dependency Views maps.
The Dependency Views module supports the latest version or service

pack of the following browsers:
• Firefox with the latest ESR
• Chrome latest version
• Safari version 8 or later (latest is recommended)
• Microsoft Internet Explorer (IE) version 11 and Microsoft Edge.
The Dependency Views module is not supported on tablets and on

mobile devices.
Domain separation and Dependency Views

Domain separation is unsupported in Dependency Views. Domain
separation enables you to separate data, processes, and administrative
tasks into logical groupings called domains. You can control several
aspects of this separation, including which users can see and access
data.
Support level: Basic
• Business logic: Ensure that data goes into the proper domain for the
application’s service provider use cases.
• The application supports domain separation at run time. The domain

separation includes separation from the user interface, cache keys,
reporting, rollups, and aggregations.
• The owner of the instance must set up the application to function

across multiple tenants.

associated.
Sample use case: When a service provider (SP) uses chat to respond to
a tenant-customer’s message, the customer must be able to see the SP's
response.
For more information on support levels, see Application support for

domain separation.
How domain separation works in Dependency Views
Dependency views are generated using both Configuration Item

[cmdb_ci] and CI Relationship [cmdb_rel_ci] tables. The [cmdb_ci] table
is domain separated, but the [cmdb_rel_ci] table is not. You can create
relationships only by selecting two CIs. They should be in the same
domain for you to be able to see them.
To be successful with domain separation in Dependency Views, make

sure that relevant CIs are visible for the current domain. If the instance
is domain separated, ServiceNow domain separation rules apply (see
Related information link below).
Tenant domains will be able to see only their domain and global CIs.
Dependency Views map

ServiceNow® Dependency Views maps graphically display CIs that
support application or business services and the relationships between
the CIs.
The CMDB Workspace store app provides the Unified Map feature as
an alternative to using Dependency Views. Unified Map combines the
capabilities of Dependency Views and Service Mapping into a single
map experience.
A ServiceNow service (application service or business service) is work or

goods that are supported by an IT infrastructure. For example, delivering
email service to an employee can require services such as email servers,
web servers, and the work to configure the user's account.
A Dependency Views map has one starting point, called the root CI or
root node of the map. The root CI is surrounded by a darker frame that
repaints itself with a pulsing effect drawing the attention to the root CI.
The maps can show both upstream and downstream dependencies for
the root CI. By default the Dependency Views map displays 3 levels, both

associated.
upstream and downstream relationships. Administrators can configure

the number of levels displayed. The map collapses and expands clusters
to make them easier to view. By default, clusters are collapsed.
In a Dependency Views map, map indicators indicate if a CI has any

active, pending issues. You can investigate the tasks that are connected
to a CI to get more details. When you return to the map from another
form, the system restores the last map viewed, using the default filter and
layout settings. When you click the icon ( ) on a CI record or on a task
record that identifies a CI, the map opens.
Many of the relationships in map are created through the discovery

process. You can also create, define, and delete CI relationships in the
map. You can display the map from different perspectives and open
specific records that relate to configuration items. The system refreshes
the map automatically to reflect changes to the CMDB.
Note: CIs not extended from the Configuration Item [cmdb_ci]

table, are not displayed in Dependency Views maps and in CI
relation formatters.
The Dependency Views module is active in all instances, and includes

demo data.
Dependency Views sample map
When you click the map icon [ ] on a CI record or on a task record

that identify a CI, a map opens.
Roles
Users with the itil and ecmdb_admin roles can view maps and perform all
actions in the map. Actions include access to the map views and saved
filters, both from the lists in the map and from the Saved Filters module.

associated.
Dependency Views map menus and controls

Dependency Views maps contain the following menus and controls.
Map options
The following options are available across the top of the map.
Menu to save, load and export

views of the map.
Next to the menu icon is the name

<Root CI> of the current root node (CI) of the
map.
Enter the name of a CI,

application service, or business
service to load into the map.
Alternatively, you can start typing
to have the auto-complete
feature present a list of CIs and
services that match your partial
value.

associated.
Vertical Display the map in vertical view.
Horizontal Display the map in horizontal view.
Radial Display the map in radial view.
Centers the elements around the

Force parent CI, regardless of upstream
or downstream relationships.
Groups the elements according to

Group
their CI type.
Displays related lists such as

Problems, Changes and Related
Services that are associated with
the selected CI.
• Click a service to highlight the

CIs that are associated with that
service.
Details
• Click Related Services, then
double-click a service to
display the map in the Event
Management dashboard.
If the Event Management plugin is

active, then events and alerts are
also displayed.
Settings Set filters for the map.
Use the navigation tools to

increase or decrease the view of
the map, rearrange the icons on
the map, and move the map on
the page.
• Use the plus sign (+) to increase

magnification of the map.

associated.
• Use the minus sign (-) to

decrease magnification of the
map.
• Click the center dot to center

the map on the page.
• Use the direction arrows to move

the page in that direction.
• Use the selection tool under

the navigation tool to toggle
between moving the entire map
or moving one CI on the map.
Map menu
The following options are available if you right-click the map

background.
Redraws the map with the current

Run Layout
layout option.
Resizes the map to fit all the nodes

Fit To Screen
in the map window.
Performs the same action as the

Reset Filters
Filters > Reset option.
Node menu
The following options are available if you right-click a node.
Displays the CMDB record of the

View Form selected CI in a new tab of the
browser.
Reloads the map using the

View Map selected CI as the new root node,
with the currently defined layout

associated.
setting. This option does not display

on the root node.
Displays all tasks or outages

associated with the selected
CI, including incidents, problems,
change requests, and follow-on
View Related Tasks tasks. This option is always
available, even if there are no
tasks associated with the CI.
This option does not appear on
collapsed nodes.
Shows a list of all tasks that have

the CI listed as an Affected CI.
This option is only visible when
View Affected CIs
you access the map from the
map icon in a task record's
Configuration item field.
Displays all outages involving the

selected CI. This option only
appears when there is an outage
View Related Outages
associated with the CI. This option
does not appear on collapsed
nodes.
This option displays a dotted green

line that you can drag to another
Add Relationship CI to create a relationship link. A
popup dialog allows you to define
the relationship type.
Displays all CIs and components

within a clustered node,
or virtual groups (virtual
nodes that appear when
Expand
glide.bsm.too_many_children is
reached). This option appears only
if the node is a cluster node or a
virtual group node.

associated.
If Load More was previously used,

then Expand reverts the results of
the Load More operation.
The number of additional icons

to display is bound by the
value of the glide.bsm.max_nodes
property.
Collapses all CIs and components

within a cluster node back to
a single node. Also, collapses
a virtual group that has been
expanded. This option only
appears if the node has been
Collapse expanded using the Expand menu
item.
If Load More was previously used,

then Expand reverts the results of
the Load More operation.
This option re-runs the chosen

layout using the current node. Use
Run Layout From Here
this option to get a new or clearer
view on the same map.
Starting at the selected icon, loads

the next level of the map, past the
setting of Max Levels.
Virtual grouping is not applied at

the newly loaded level even if the
Load More criteria for virtual grouping is met.

to display is bound by the
value of the glide.bsm.max_nodes
property.

associated.
Relationship menu
The following options are available if you right-click a relationship link.
Opens the CI Relationship form.

You can modify the Parent, Type,
View Relationship Form
and Child of the relationship from
this form.
Searches for and selects a new

Modify Relationship
relationship for this link.
Deletes a relationship. The

Delete Relationship relationship is deleted after
prompting for confirmation.
Cluster nodes in a Dependency Views map

Dependency Views maps can display cluster group nodes alongside
individual CI nodes, and the child nodes of these cluster groups.
Clusters are CIs in the Cluster [cmdb_ci_cluster] table. A cluster CI is an

organized set of computer CIs that work together as a single system.
Each node in a cluster group represents a CI, typically a server, that can
have referenced hardware, such as disks and network adapters.
Cluster nodes on a Dependency Views map can display in two modes:
• Collapsed mode: Displays only the cluster CI node without its child CI
nodes. This mode avoids unnecessary clutter in large maps.
• Expanded mode: Displays the cluster CI node and all its child CI nodes.
Menu options available for a clustered node include Collapse and

Expand, which allow you to control the density on the map.
By default, Dependency Views collapses all cluster groups and displays

clusters in collapsed mode on the map.

associated.
Annotation
Icons for cluster nodes and cluster group CI nodes are noted by the string
"Cluster" and by a unique cluster icon. The system searches through all
the component nodes in a cluster CI or collapsed node looking for tasks,
outages, and trouble, such as incidents, problems, or change requests.
This search evaluates only the number of levels that are displayed in the
diagram.
An expanded cluster node displaying its child nodes
Virtual grouping of nodes in a Dependency Views map

To reduce the density on a map, Dependency Views automatically
groups CIs of a similar CI type from the same level.

associated.
A large number of nodes can cause a Dependency Views map to

become too dense to be helpful. Therefore, if the number of nodes with
a similar CI type from same level, exceeds the value of the Maximum
number of nodes (of a similar CI type and at the same level) to
display before applying virtual grouping property, then those nodes are
automatically grouped into a virtual group. A single node, the virtual
group node is displayed to represent the virtual group, while all actual
nodes in the virtual group (that are of a similar CI type), are hidden.
Virtual group nodes represent CIs of a similar CI type but are not CIs
by themselves and cannot have tasks assigned to them. The number of
actual collapsed nodes in the virtual group is noted on the virtual group
node.
By default, child nodes of a virtual group are not displayed. You can
enable the Show children of virtual groups property to display child nodes
underneath virtual groups.
Virtual grouping is not applied at the level underneath a virtual group

even if the criteria for virtual grouping is met (the number of nodes with
a similar CI type from that level exceeds the preconfigured property
value). However, virtual grouping can happen at the following level
if that criteria is met. This behavior does not depend on any property
settings, and you cannot change it.
Menu options for a virtual group include Expand and Collapse, which
allow you to apply virtual grouping and display only the virtual group
node, or to undo the virtual grouping and display all actual nodes.
Virtual links
A virtual node is connected to other nodes with a virtual link. A virtual link
denotes that there such link between at least one CI in the virtual group,
to another CI node on the map.

associated.
Note: Predefined filters do not apply to virtual groups. Therefore

a virtual group displays even if it contains CIs that a predefined
filter would have excluded. Upon the expansion of a virtual group,
predefined filters are applied, and any or all of the CIs that were
previously virtually grouped, might no longer display on the map.
Also, when using the node menu option Load More, virtual grouping
is not applied at the newly loaded level even the criteria for virtual
grouping is met.
An expanded virtual group
Related reference
• Properties for Dependency Views
Use Dependency Views

Use the layout controls on a Dependency Views map to display elements
in different configurations for easier management. Use the filter panel on

associated.
the map to display fewer levels or to filter out elements you don't want
to see, then save the filter for use later. Draw new relationships between
elements or edit existing relationships.
• View a Dependency Views map
When you display a Dependency Views map using one of the options
below, the map is centered on the root CI, and displays the layout
and number of levels defined in the map properties. If Operational
Intelligence is activated, then a Dependency Views map provides a
mode that lets you directly access metrics information for the CIs on the
map.
• Save or load a Dependency Views map
In the View Map module, use the menu icon to save and load
Dependency Views maps.
• Delete a saved Dependency Views map view
Use the Saved Views module to delete a previously saved view.
• Change the layout of Dependency Views map
You can select from different layout options for your Dependency
Views map.
• Filter the view of a Dependency Views map
Filter a Dependency Views map to display specific types or categories

of configuration items.
• View metrics for CIs in a Dependency Views map
Operational Intelligence processes metrics data for CIs, calculates

statistics and aggregations, and detects metrics anomalies. A
Dependency Views map lets you switch to metrics mode to directly
access the Insights Explorer that displays metrics data for CIs on the
map.
• Perform actions on nodes in a Dependency Views map
You can view various related items for the nodes in a Dependency
Views map.

associated.
• Export a Dependency Views map
Export a Dependency Views map to an image in PNG format.
• View collapsed nodes in a Dependency Views map
Cluster and virtually grouped nodes can be displayed in a collapsed

mode to avoid unnecessary clutter in large maps.
Related concepts
• Domain separation and Dependency Views
• Dependency Views map
• Cluster nodes in a Dependency Views map
• Virtual grouping of nodes in a Dependency Views map
Related reference
• Supported browsers for Dependency Views
• Dependency Views map menus and controls
• Components installed with Dependency Views
Related topics
• Administer Dependency Views
When you display a Dependency Views map using one of the options
below, the map is centered on the root CI, and displays the layout
and number of levels defined in the map properties. If Operational
Intelligence is activated, then a Dependency Views map provides a
mode that lets you directly access metrics information for the CIs on the
map.
Before you begin
General role requirements:

associated.
• To access a Dependency Views map from either the navigation menu,

a script API, or directly from a URL, the minimum role required is
the dependency_views. Some operations that are related to icons,
indicators, and menu actions require the ecmdb_admin role. Some
operations that are related to properties and dependency types
require the admin role.
• Dependency Views enforces ACL permissions on CIs, and visually hides

them and their relationship from the map if the permission requirement
is not met.
About this task
The maps generated by Dependency Views are based on D3 and

Angular technology, providing a modern interactive graphical interface
to visualize configuration items and their relationships.
If Service Mapping is activated, Dependency Views maps are enhanced

to display dependencies that reflect connections in service maps. In
addition, the list of related services in the Details section, includes
application services, and technical and manual services if Event
Management is activated. All CIs that are included in a service, are
displayed underneath the service node on the map.
Maps provided by Service Mapping are for application services,

including comprehensive maps from the perspective of application
services. For more information, see Service Mapping.
Administrators can configure the setting for the default layout of the map
and number of levels displayed. When you access the map from a saved
view, the map opens using the properties in the saved view, and not the
default map properties.
Procedure
Navigate to All > Dependency Views and open one of these modules:
• View Map in New Tab: Opens the map in a new, full screen tab without
the application navigator.
• View Map: Opens the map in the content pane of the current tab.
• Saved Views: Opens a view of a map that you previously saved.

associated.
Click a number in the Version column, and then click the ( ) icon.
Related tasks
In the View Map module, use the menu icon to save and load
1. Navigate to All > Dependency Views > View Map.
2. Click the view menu icon ( ).
3. Select Save View, Load View, or Last View.
Related tasks

associated.
Use the Saved Views module to delete a previously saved view.
Before you begin
Procedure
1. Navigate to All > Dependency Views > Saved Views.
2. Use the checkbox in the first column of the table to select the map
view that you wish to delete.
3. Select Delete from the Actions on selected rows drop-down menu.
Related tasks
You can select from different layout options for your Dependency Views
map.
Before you begin
Role required: none

associated.
Procedure
2. Select one of the following layout options from the menu across the
top of the view.
• Vertical: Displays the elements in a vertical tree pattern

according to their upstream and downstream relationships. This
is the default value for the initial display of the map.
• Horizontal: Displays the elements in a horizontal tree pattern

according to their upstream and downstream relationships.
• Radial: Displays the elements in a radial pattern according to

their upstream and downstream relationships.
• Force: Centers the elements around the parent CI, regardless of

upstream or downstream relationships.
• Group: Groups the elements according to their CI type.
• Details: Displays related alerts, incidents, problems, and related

services.
Related Services displays application services related to the

CIs currently displaying in the map. If Event Management is
activated then technical services and manual services are
included. You can double-click a service to display the map in
the Event Management dashboard.
Related tasks

associated.
Filter a Dependency Views map to display specific types or categories of

configuration items.
Before you begin
About this task
Use the filter panel to control which elements of the map are displayed
and to save versions of a filter for later use.
Procedure
2. Click the button to open Map Settings.
Filter panel strips and options Description
Configure desired custom

settings, then enter a name and
click Save.
Custom settings can be loaded

by using the Load Saved Custom
Save Custom Settings
Settings option.
Navigate to Dependency Views

> Saved Settings > to display all
saved custom settings.
Apply previously saved custom

Load Custom Settings
settings to the current map.
Apply previously defined filters

Predefined Filters
consisting of configuration type,

associated.

CI type, and relationship filters.
You can Set a predefined filter
as default.
This filter is applied first, before

any other filters (such as Filter CIs
by Depth) are applied.
Apply a filter that runs in real

time and generates a custom
Dependency Type
view of a service map for a
specific CI.
Designate how many levels from

Max Levels
the root CI display on the map.
Designate which levels of CI

Filter CIs by Depth
display on the map.
Designate what CI types display

Filter CIs by CI Type
in the map.
Designate what CI locations

Filter CIs By CI Location
display in the map.
Designate what CI
Filter CIs By CI Manufacturer manufacturers display in the
map.
Hides CIs that failed the CMDB

health staleness test. This option
Filter CIs By Audit Failure
is available only if there are any
such CIs.
Designate what relationship

Filter Relationship Types
types display in the map.
Designate what types of tasks

Map Indicators display and get counted in the
map.

associated.
Off: Gray out filtered items on the

map.
Remove Filtered Items
On: Do not display filtered items
on the map.
On: The configured layout to the

map is reapplied whenever the
filter is changed.
Run Layout Automatically
Off: The map layout remains
static when the filter is changed.
On: The map magnification

will increase or decrease
automatically to display all CIs
on the map.
Fit to Screen Automatically
Off: The map magnification
remains unchanged when the
map is reloaded.
3. Click a filter strip to expand or collapse it, and to set filter items.
Related tasks

associated.
Operational Intelligence processes metrics data for CIs, calculates

statistics and aggregations, and detects metrics anomalies. A
Dependency Views map lets you switch to metrics mode to directly
access the Insights Explorer that displays metrics data for CIs on the map.
Before you begin
The Operational Intelligence (com.snc.sa.metric) plugin must be

activated to enable this functionality, and metrics data needs to be
processed for the CIs on the Dependency Views map.
About this task
Open a Dependency Views map in metric mode which integrates a

Dependency Views map with the Insights Explorer functionality that is
tailored to the map. In this mode, you can access Insights Explorer
functions directly from the map, to explore metrics data for the CIs on
the map. All map CIs are accessible in the right hand side pane, from
where you can drill into metrics data.
Procedure
1. Navigate to All > Dependency Views > View Map to open a map.
2. Right-click on a CI on the map and select View Metrics to open the

Dependency View map in metrics mode.
In the panel on the right side, the CI that you selected on the
Dependency View map is selected by default, and the list of all the
metrics available for that CI are displayed.
3. Click the '<' sign on the left of the CI to display all the CIs that you can
explore metrics for.
The Insights Explorer is scoped for exploring only the CIs that currently
display on the Dependency Views map, and you cannot add or
remove CIs from the list. If you use map settings or filters to filter out
CIs from the map, the same filtering will apply to the list of CIs that
you can explore metrics for.
4. Click on a CI in the CIs list or right-click on a CI on the Dependency

Views map, to drill down to the CI's metrics.

associated.
5. Click the Dependencies Map tab or the Metrics tab to switch modes:
a. In Metrics mode: The full functionality of the Insights Explorer is

available, you can create metric charts by dragging metrics into
the canvas.
You can modify chart settings, select different time ranges for the
charts, and perform other actions as described in View metric
values in the Insights Explorer.
b. In Dependencies Map mode: Select a CI on the map to drill

down to its metrics data, drop-down the Layout list to choose a
different layout, or modify map settings.
Related tasks
You can view various related items for the nodes in a Dependency Views
map.
About this task
If the node is a collapsed node or represents a cluster, the incidents,

problems and change requests are for all the collapsed nodes.
Procedure

associated.
2. Click the icon next to a node or right-click a node on the map,

to access the following menu items:
Node Menu
Displays the CMDB record of the

View Form selected CI in a new tab of the
browser.
Reloads the view using the

selected CI as the new root
View Map node, with the currently defined
layout setting. This option does
not display on the root node.
Displays all tasks or outages

associated with the selected
CI, including incidents, problems,
change requests, and follow-
View Related Tasks on tasks. This option is always
available, even if there are no
tasks associated with the CI.
collapsed nodes.
Shows a list of all tasks that have

the CI listed as an Affected CI.
This option is only visible when
View Affected CIs
you access the view from the
view icon in a task record's
Configuration item field.
Displays all outages involving

the selected CI. This option
only appears when there is an
View Related Outages
outage associated with the CI.
collapsed nodes.
This option displays a dotted

green line that you can drag
Add Relationship
to another CI to create a
relationship link. A popup dialog

associated.
allows you to define the

relationship type.
Displays all CIs and components

within a cluster node or a
collapsed node. This option
only appears if the node is a
collapsed or cluster node.
Expand
to display is bound by the value
of the glide.bsm.max_nodes
property.
Collapses all CIs and

components within a cluster
node or a collapsed node back
Collapse to a single node. This option only
appears if the node has been
expanded using the Expand
menu item.
This option re-runs the chosen

layout using the current node.
Run Layout From Here
Use this option to get a new or
clearer view on the same map.
Starting at the selected icon,

loads the next level of the map,
past the setting of Max Levels.
Load More The number of additional icons

to display is bound by the value
of the glide.bsm.max_nodes
property.
Related tasks

associated.
Export a Dependency Views map to an image in PNG format.
Before you begin
Procedure
2. Configure the map view as you want the image to appear.

The exported image displays the current view of the map.
3. Click the view menu icon ( ).
4. Click Export Image.
5. Right-click the image and select Save Image As, Print, or any other
menu option.
Note: You can't export images from a Dependency Views map
using Internet Explorer as your browser.
6. Click the "X" button to close the Export Image window.
Related tasks

associated.
Cluster and virtually grouped nodes can be displayed in a collapsed

mode to avoid unnecessary clutter in large maps.
1. To expand a collapsed node, right-click the CI and select Expand

2. To collapse an expanded cluster node with children, right-click the CI

and select Collapsefrom the context menu.
Related tasks
Administer Dependency Views

Users with the admin role can control the appearance and behavior of
Dependency Views by configuring map indicators, map related items,
map icons, and menu actions.
• Create or modify map indicators

associated.
Dependency Views maps and application service maps, use icons to

display additional information for a CI by displaying its related records
such as alerts, outages, incidents and problems. These icons are called
map indicator.
Upload new icons or modify existing icons to customize the icon

displayed for a CI in maps in Dependency Views, Service Mapping, and
Event Management.
• Create a predefined filter
Create filters to narrow down the CIs that are displayed on a

Dependency Views map. You can create filters that are based on CIs'
class, CIs' attributes, or CIs' relationships.
• Set a predefined filter as default
You can set a custom predefined filter as the default predefined filter
for viewing maps.
• Create or modify Map Related Items
The Map Related Items module relates referenced CIs to one another,
which allows them to be displayed in a Dependency Views map.
• Create or modify Dependency Views menu actions
To modify an existing menu option, first you create a copy of the

original menu action record, and then you modify the copy.
• Condition and script parameters for menu actions
You can use the following condition and script parameters for menu
actions.
• Create or edit a dependency type
Use one of the dependency types provided, or create a custom

dependency type with a script that will execute in real time to
generate a custom view of a Dependency Views map for a specific
CI.

associated.
Related concepts
• Domain separation and Dependency Views
• Dependency Views map
• Cluster nodes in a Dependency Views map
• Virtual grouping of nodes in a Dependency Views map
Related reference
• Supported browsers for Dependency Views
• Dependency Views map menus and controls
• Components installed with Dependency Views
Related topics
• Use Dependency Views
Dependency Views maps and application service maps, use icons to

display additional information for a CI by displaying its related records
such as alerts, outages, incidents and problems. These icons are called
map indicator.
Before you begin
About this task
The default configuration includes map indicators for the following record
types:
• Open incident.
• Open alert.
• Unplanned current outage.

associated.
• Planned current outage, or an open problem.
• Current, planned, or recent change request.
You can filter out the display of affected CIs, alerts, current change
requests, incidents and problems from the map settings menu.
The Affected CI’s map indicator appears for CIs in two related but not
identical situations. It appears for CIs for which tasks such as change
request, incident, or problem were directly created for, and for any CIs
that were added in those tasks (parent tasks) as Affected CIs (The CI
for which a task is directly created for, is automatically added as an
affected CI in that task). The state of affected CI’s depends on the status
of the respective parent task. For as long as the parent task is active, the
associated affected CIs continue to be impacted by the task issue. In a
map, the Affected CI’s indicator displays for all affected CIs for as long
as the parent task is active. On a map, the Affected CI tooltip displays
the details of the task records in which the CI was added as an affected
CI. However, the Details pane does not contain an Affected CI’s tab,
and no further details about affected CIs, or the associated tasks are
displayed. After the parent task is closed, the Affected CI’s indicator no
longer displays for any of the tasks’ affected CIs. For information about
affected CIs in Change Management, see Associate CIs to a change
request.
Note: Details about affected CIs are derived from the task and
the cmdb_ci tables and their extensions. Therefore, if you use custom
tables to store CIs for incidents, problems and changes, it affects the
details that are displayed for affected CIs.
For more information on how map indicators are used to show tasks
and outages in clusters and collapsed nodes, see Cluster nodes in a
Dependency Views map.
Procedure
1. Navigate to All > Dependency Views > Map Indicators.
2. Click New to create a new map indicator, or click the name of an

indicator from the Table column to modify an existing map indicator.
3. Fill in the fields on the form, as appropriate.

associated.
Map Indicator form
Field Description
Name of the table represented

by this map indicator.
Note: The list shows only tables

and database views that are
Table
in the same scope as the
map indicator. Views are not
supported, although included in
the list.
Name Name of the indicator.
Priority order of the task. The

highest priority task is the
Order
indicator with the lowest order
number.
File name and path of the icon

image file, which can be a
system image.
• To create a new icon, see

Icon
Create or modify map icons
• To create or use a system

image see Storing images in
the database.
Name of the field on the

CMDB CI field selected table that contains the
configuration item.
Record property that determines

the time-point on the metric
Start field
chart timeline for placing records
in the Insights Explorer.

associated.
Field Description
Possible values depend on the
selected Table. For example,
the incident indicator has values
such as Actual end, Actual Start,
and Approval Set.
Name of the field on the

selected table that contains the
Description field
description of the configuration
item.
Text to display when hovering

over the indicator. Alphanumeric
Description
characters and spaces are valid
for this field.
Condition builder that specifies

for which CIs to apply this
indicator. For example, a CI
that has a current past outage
Conditions is highlighted for 5 days. You
can configure a condition to
designate a different timeframe
for what is considered to be
current.
Toggle that you can enable

to make the specified table
available in the Settings dialog
box for application service
Active in Service Map
maps. You can then toggle
between displaying or not
displaying the respective records
on the map.
Toggle that you can enable

to make the specified table
Active Dependencies available in the Settings dialog
box for Dependency Views
maps. You can then toggle

associated.
Field Description
between displaying or not
displaying the respective records
on the map.
Enable to make the toggle for

the specified table available
in the Settings dialog box for
Active in Metrics the Insights Explorer. You can
then toggle between displaying
or not displaying the respective
records on the Insights Explorer.
Text to display for the indicator

Label
on the map.
Prefix portion of the tooltip

Tooltip Label
(Tooltip Label : Tooltip info).
Suffix portion of the tooltip

Tooltip Info
(Tooltip Label : Tooltip info).
4. Click Submit to enter a new map indicator or click Update to modify

an existing map indicator.
Result
For an indicator to appear in a Dependency Views map, a CI must meet

all filter conditions, and Active Dependencies must be selected.
Related tasks

associated.
Related reference
Upload new icons or modify existing icons to customize the icon

displayed for a CI in maps in Dependency Views, Service Mapping, and
Event Management.
Before you begin
About this task
The icons used in Dependency Views maps are listed in the Map Icons
module. Records in the Map Icons list are arranged by CI classes,
such as cmdb_ci_linux_server. The path to the default image files is
https://<instance name>.service-now.com/images/app.ngbsm/<image
name.svg>. For information about uploading images to the database,
see Storing images in the database.
Role required: admin or cmdb_admin roles are required to access the

records in this table [ngbsm_icon] to upload new icons.
Procedure
• Navigate to All > Configuration > CI Class Manager, and do the

following actions:
1.• Click Hierarchy to display the CI Classes list.
2.• Select a class to modify the icon for.
3.• In the class navigator bar, expand Class Info and then select Basic
Info.
4.• On the Basic Info form, click Icon.
5.• In the Icons dialog box, select an icon and then click Update.
6.• On the Basic Info form, click Update.

associated.
• Navigate to All > Dependency Views > Map Icons, and do the
following actions:
1.• Click New to create a new map icon or click the name of an
existing icon in the Label column to modify an existing icon.
2.• On the form, fill in the fields.

Map Icons form
Field Description
Label or the informal name

CI Type of the CI table that this icon
represents in the view.
Icon Name of the icon.
Path to the icon image using

the following format: /image
URL
name.svg Click the lock icon to
enter a new path.
3.• Fill in the fields on the form, as appropriate.
4.• Click Submit to enter a new icon or click Update to modify an

existing icon.
What to do next
You can modify a Dependency Views map indicator to use the new
icon.
Related tasks

associated.
Related reference
Create filters to narrow down the CIs that are displayed on a

Dependency Views map. You can create filters that are based on CIs'
class, CIs' attributes, or CIs' relationships.
Before you begin
About this task
Create a predefined filter that you can then select to determine the
scope of the CIs that are displayed in a Dependency Views map.
Configuration type filters filter by CI class, CI filters filter by CI attributes,
and relationship filters filter by relationships. Only CIs that match at least
one of the configuration type filters (if any exists), and at least one of the
CI filters (if any exists), and at least one of the relationship type filters (if
any exists) - are displayed on the map. If no filters are defined, then no
filtering is applied.
Note: Predefined filters do not apply to virtual groups. Therefore a

virtual group displays even if it contains CIs that a predefined filter
would have not included. Upon the expansion of a virtual group,
predefined filters are applied, and any or all of the CIs that were
previously virtually grouped, might no longer display on the map.
Procedure
1. Navigate to All > Dependency Views > Predefined Filters.
2. On the Predefined Filters page, click New.
3. Type in a Name for the filter.
4. Click Roles, and in the Roles dialog box, select the roles that this filter
will be available for.

associated.
5. Right-click on the page header, and click Save.
6. Create a configuration type filter:
a. Click Configuration Types, and then click Edit.
b. In the Collection slushbucket, select the classes that CIs must

belong to in order to be displayed on the map, and move them
to the Configuration Types List.
c. Click Save.
7. Create a CI filter:
a. Click CI Filters, and then click New.
b. In the CI Filters page enter conditions to filter CIs by specific

attribute values.
c. Click Submit.
8. Create a relationship type filter:
a. Click Relationship Type, and then click New.
b. In the Collection slushbucket, select the relationships that CIs

must have in order to be displayed on the map, and move them
to the Relationship Types List.
c. Click Save.
What to do next
After creating a predefined filter, you can apply it to a map:
1. Click the icon to open Map Settings.
2. Select a filter from the Predefined Filters list.
3. Click Apply.
Related tasks

associated.
Related reference
You can set a custom predefined filter as the default predefined filter for
viewing maps.
Before you begin
Procedure
1. Create the custom predefined filter to be used as the default

predefined filter.
2. On the predefined filter form, click the context menu and select
Copy sys_id.
3. Navigate to User Administration > User Preferences.
4. Click New and create a new user preference record using these
values:
• Name: ecmdb.ciview
• Type: String
• Value: Paste the sys_id of the custom predefined filter
• User: Leave blank to create a system-wide setting
• Description: Description of the predefined filter

associated.
• System: Selected
5. Click Submit.
What to do next
In Map Settings, when you select the Default option for Predefined
Filters, the custom predefined filter that was set, will be applied.
Related tasks
Related reference
The Map Related Items module relates referenced CIs to one another,
which allows them to be displayed in a Dependency Views map.
Before you begin
About this task
The base system configuration includes the following tables and relates
them to items in the Computer [cmdb_ci_computer] and Server
[cmdb_ci_server] tables.

associated.
• Database [cmdb_ci_database]
Some additional referenced CIs that can be related in this manner are
file systems and running processes.
In the following example, computer nodes in the map are related

to network adapter nodes if the Configuration Item field of the
adapter records reference the specific CI node. Access or create a
network adapter record from the Network Adapter related list in the
cmdb_ci_computer record.
Dependency Views Configuration Item field
The Dependency Views map for the *JEMPLOYEE-IBM computer shows

the network adapter attached to the computer.
Dependency Views map Related Items example

associated.
You can configure Dependency Views to display CIs that have no

relationship record, but are related to other CIs by reference fields.
Procedure
1. Navigate to All > Dependency Views > Map Related Items.
2. Click New to create a new related item, or click in the row of an

existing CI to modify an existing map related item.
3. On the form, fill in the fields.

See the Related Items form table.
4. Click Submit to enter a new map related item or click Update to

modify an existing map related item.
Related Items form
Control Description
CI that represents the base node

or a CI in a table that extends
the base node table. In the base
system, the configuration item
Configuration item
that represents the base node is
Computer [cmdb_ci_computer],
which includes all types of
workstations and servers.
Table name of the related

item. Only the cmdb_ci table
Related item
and tables that extend it are
displayed in the choice list.
Field that links this related item to

the configuration item. In many
cases, the appropriate value is
Related field automatically populated in the
field after the first two fields are
selected. Select the drop-down
menu for additional options.
Check box to enable or disable

Active
this record.

associated.
Related tasks
Related reference
To modify an existing menu option, first you create a copy of the original
menu action record, and then you modify the copy.
Before you begin
About this task
This ensures that your instance can update the record normally during
the upgrade process and allows you to quickly restore the original menu
option, if necessary.
Procedure
1. To create a new menu option, navigate to Dependency Views >

Map Menu Actions and click New.
Fill in the fields on the form, as appropriate. See the Menu Action form
table.
2. To modify an existing menu option, navigate to Dependency Views >

Map Menu Actions.
3. Open the menu action you want to edit.

associated.
4. Right-click in the header and click Insert and Stay.

This step creates a duplicate copy of the menu action and leaves it
open for editing.
5. Change the name of the copied record to avoid confusion.
6. Modify the form fields as necessary and save the record.
7. Open the original record and disable it by clearing the Active check
box.
Menu Action form
Control Description
Descriptive name that appears

Name
as the menu option.
Check box that allows you to

Active
enable or disable this record.
Condition that triggers the

display of this menu option. If the
condition evaluates to false the
menu option does not display.
Script is evaluated in JavaScript
Condition
in the user's browser and does
not have access to all the APIs
that Business Rules do. For details
on available parameters, see
Condition Parameters. .
Map element for which the

menu option displays. Valid
values are:
• Canvas for the menu on the

Item map background.
• Node for the menu on a CI.
• Relationship for the menu on

a relationship link.

associated.
Control Description
Physical location of the option in

the menu. The option with the
lowest order number appears
Order
first in the menu. All editable and
custom options appear below
the permanent menu options.
Script that is executed in the

browser when the menu option
is selected. Script is evaluated in
Script
JavaScript in the user's browser
and does not have access to all
the APIs that Business Rules do.
Menu action type being

created, either a menu option
or a menu separator. The menu
Type
separator is a single line. When
the type is a separator, the Script
field is ignored.
Related tasks

associated.
Related reference
You can use the following condition and script parameters for menu
actions.
Condition parameters
Note: The usual regular expression conventions are valid in the

condition field, such as ! for NOT, && for AND, and || for OR.
The Condition field contains a boolean expression that evaluates to true

or false. If the condition is true or if there is no condition, the specified
option appears in the menu when you right-click a CI or a relationship
link. When you select the option from the menu, ServiceNow executes
the associated script.
Common Elements for Building a Condition
Text Description
Node or reference link's data on

item which you performed the right-
click action.
item.label Label of the node.
CI's type (table), such as

item.ci_type
cmdb_ci_service.
Name of CIs. CI's type name or the

item.name
table label.
Location of the CI, such as New

item.location
York.
Name of the CI’s manufacturer,

item.manufacturer_name
such as Dell Inc.
item.id The sys_id of the CI.

associated.
Text Description
The item that is selected in the

item.is_selected
map.
item.level The current default level.
The sys_id of the CI node's

item.locationId
location.
item.locationName The full address of the location.
item.manufaturerId The sys_id of the CI's manufacturer.
Valid Conditions for Condition Parameters
Condition Description
item.is_collapsed The node is a collapsed node.
item.is_cluster The node is a cluster node.
Script parameters
Menu action scripts are executed on the client when a user clicks the
menu option. You can use the same building blocks in scripts as in
conditions. Menu action scripts do not function on separators. These are
some additional, useful expressions for scripts:
The sys_id of the CI node or

item.id
relationship link.
The sys_id of the relationship's

item.source
parent or child.
The sys_id of the relationship's

item.target
parent or child.

associated.
The name of the CI node, such as

item.label
IronMail-SD-02.
The sys_id of the CI node's

item.location
location.
The full address of the location,

item.location_name such as 4616 Clairemont Drive,
North Clairemont, San Diego CA.
item.manufacturer_id The sys_id of the CI's manufacturer.
Related tasks
Use one of the dependency types provided, or create a custom

dependency type with a script that will execute in real time to generate
a custom view of a Dependency Views map for a specific CI.
Before you begin
Role required: none
About this task
Create a JavaScript to customize the map. The script must comply

with JavaScript syntax guidelines and the directions in the default script

associated.
template, and it can call platform APIs. Use a dependency type, for
example:
• To narrow down and simplify a map, leaving out CIs that are not
important for a specific task.
• To include only specific CIs that are hidden by default, such as

qualifiers, end-points, and entry points.
• To display virtual relationships that are calculated, and that otherwise

do not exist in the CMDB.
• As a tool to plan a new topology deployment that is based on existing

resources.
The following dependency types are available in the base system:
Default
The default setting in the base system. With this setting, there is no
processing of the dependency map through any dependency type
scripts that might filter or modify the map.
Show All Relationships
Returns all qualifiers, end points, and entry points. This dependency type
is available in the base system and is disabled by default. Typically,
you would enable this dependency type for debugging and tracking
purposes.
The following dependency types are available with Service Mapping:
Application to Network Devices
Returns the network devices in the network paths leading to/from the
given CI.
Network Device to Applications
Returns the applicative CIs which are target or source of network paths
containing the given network device. In addition, returns the hosts of
those applicative CIs, and for an applicative CI that is an inclusion, its
parent CI is returned too.

associated.
Physical Network Connections
Returns hosts/network devices that are physically connected to the given

host or network device.
Flow Dependencies
Returns all the server to server connections that were discovered using
the Netflow collector. The script builds a graph based on data in
the [sa_flow_server_comm] table. This table contains pairs of services
represented by an IP and a listening port that are communicating with
each other. For more information, see Data collection and discovery
using Netflow and Data collection and discovery using VPC Flow Logs.
Procedure
1. Navigate to All > Dependency Views > Dependency Types.
2. In the Load Filter Scripts list view, select an existing depenency type,
or click New.
3. Enter or modify a script, adhering to the guidelines and requirements

in the script template that is provided.
4. Click Submit.
Result
In a Dependency Views map, you can click Dependency Type to apply

a custom script defined in a dependency type.
Related tasks

associated.
Related reference
Properties for Dependency Views

Use Dependency Views properties to configure how data appears in
These properties are available for Dependency Views. To view and edit
these properties, the admin role is required.
Properties for Dependency Views
The maximum number of nodes to

retrieve from the database. If more
nodes exist in the database, they
Maximum number of CIs to display are not displayed in the map.
on a map at once.
• Type: Integer
glide.bsm.max_nodes
• Location: Dependency Views >

Map Properties
Level depth is the graph distance

between the root CI and a node.
Maximum level depth from the • Type: Integer

root CI that can be initially
displayed in Dependency Views. • Default value:: 3
glide.bsm.max_levels • Other possible values: 1-49

Map Properties

associated.
Display the continuation of the

map underneath virtual group. • Type: Yes | No
Virtual links are used to connect
• Default value: No
virtual groups to their child nodes.
glide.bsm.show_virtual_node_child Map Properties
ren
Maximum number of nodes (of a

similar CI type and at the same
level) to display before applying
virtual grouping.
Maximum number of child nodes Nodes are collapsed for the map
to display (the rest will be to meet this limit.
collapsed).
• Type: Integer, valid values 1 or
glide.bsm.too_many_children greater

Map Properties
A value of true indicates that

filtered out items will be removed
from the graph along with any • Type: Yes | No
disconnected children while a
• Default value: Yes
value of false indicates that the
items will be dimmed in color. • Location: Dependency Views >
Map Properties
glide.ngbsm.filters_remove_filtered
_items

associated.
The maximum number of relations

to retrieve from the database.
If more relations exist in the
database, they are not displayed
in the map.
Maximum number of relations per
node. • Type: Integer
glide.bsm.max_num_rels • Default value: 100
• Other values: 1 or greater

Map Properties
A value of true indicates that

when filters are changed the • Type: Yes | No
graph will recalculate it layout
using the currently selected layout • Default value: Yes
algorithm.
glide.ngbsm.filters_run_layout_auto Map Properties
matically
A value of true indicates that when • Type: Yes | No

filters are changed the graph will
be fit to the screen automatically. • Default value: No
glide.ngbsm.filters_fit_to_screen_au • Location: Dependency Views >

tomatically Map Properties
A value of true allows relationship

lines to be drawn using smooth • Type: Yes | No
curves instead of straight line
• Default value: Yes
segments. These curves can be

associated.
more taxing on the browser,
setting to false may improve fluidity
of animation and interaction for
Dependency Views.
Map Properties
glide.ngbsm.performance_allow_c
urves
Amount of time in milliseconds a • Type: Integer

notification stays on the screen.
glide.ngbsm.notification_display_ti • Location: Dependency Views >
me Map Properties
• Type: Integer
The maximum amount of results
displayed when searching for CIs. • Default value: 10
glide.ngbsm.search_ci_limit • Location: Dependency Views >

Map Properties
The maximum amount of results • Type: Integer

displayed when searching for
Relationship Types.
glide.ngbsm.search_rel_type_limit Map Properties
When available, the map should

display the class labels for each CI. • Type: Yes | No
glide.ngbsm.show_class_labels • Default value: Yes

associated.
Map Properties
If glide.ngbsm.show_class_labels is
enabled, then the class label
Truncate node labels to a single always displays on top of the CI
line and to fit available space label, and wrapping applies to
(default). Disable to display entire both the class and the CI labels.
labels on multiple lines and
wrapped as needed. • Type: Yes | No
• Default value: No
glide.ngbsm.truncate_long_labels
Map Properties
The distance is measured in pixels

between one node's center to
Minimum horizontal distance another node's center.
between nodes in horizontal
layout. • Type: Integer
glide.bsm.layout_horizontal_spacin • Default value: 200

g_x
Map Properties
Minimum vertical distance The distance is measured in pixels

between nodes in horizontal between one node's center to
layout. another node's center.
glide.bsm.layout_horizontal_spacin • Type: Integer

g_y

associated.
Map Properties

Minimum horizontal distance another node's center.
between nodes in vertical layout.
• Type: Integer
glide.bsm.layout_vertical_spacing_
x
Map Properties

Minimum vertical distance another node's center.
between nodes in vertical layout.
• Type: Integer
glide.bsm.layout_vertical_spacing_
y
Map Properties
Components installed with Dependency Views

Several types of components are installed with the activation of the
Next_Gen BSM (com.snc.ng_bsm) plugin, such as tables.

associated.
Tables installed
Table Description
Available CI icons
Stores all available CI class icons.
[ngbsm_ci_icons]
Icons for CI types

Maps icons to CI class names.
[ngbsm_ci_type_icon]
Map Script
Custom scripts that run in real time
and generate a custom view of a
[ngbsm_script]
map for a specific CI.
Map View
Serialized map views saved by
[ngbsm_view] users.
Map Filter
Filters saved by users.
[ngbsm_filter]
Menu Action
Default and custom context menu
actions that appear when users
[ngbsm_context_menu]
right click a map.
Stores which reference fields

Related Item should be treated as relationships
when building the map. This
[ngbsm_related_item] allows users to include CI's that
are related via a reference field
instead of a relationship.

associated.
Table Description
Edge Colors
Color definitions to use when
drawing the relationships between
[bsm_edge_color]
nodes based on relationship type.
Map Indicator
Stores all map indicators.
[bsm_indicator]
BSM Saved Map

Details of maps.
[bsm_graph]
BSM Map Actions

Actions on the map.
[bsm_action]
BSM Map View

Parents' predefined filters.
[map_view]
Map View Configuration Types

Configuration type filters, limiting
the CI class types to be displayed,
[map_view_ci_type]
per predefined filter.
Map View Relationship Types

Relationship type filters, limiting the
links to be displayed between CIs,
[map_view_rel_type]
per each predefined filter.
Roles that a specific predefined

[map_viewroles]
filter should be applied to.
CI attribute filters, limiting the CIs to

CI Filters
be displayed, per predefined filter.

associated.
Table Description
[map_filter]
Querying the CMDB

The CMDB Query Builder allows you to easily build complex infrastructure
and service queries, that span multiple CMDB classes, non-CMDB tables,
and that involve many CIs that are connected by different relationships.
The CMDB Query Builder provides a canvas into which you drag the CI
classes that you want to include in a query. Then you add relationships,
AND/OR operators between the CI classes, and define the relationship
properties to query for. You can use saved queries to populate a CMDB
group with CIs, and then use scriptable APIs to retrieve the CI list and
apply actions collectively to all the CIs in the group.
There are two query types: CMDB Query and a Service Mapping query,
which you can use separately or in combination to create queries such
as:
• All hardware in my service offering that has Windows installed.
• All CIs of a certain type in an application service. For example, all

Apaches/Web Servers/Linux servers per service.
• All virtual servers and the physical servers that host them.
• All servers that are not mapped to any application service.
• All application services and their associated servers and the cost of
each server. This query helps evaluate the cost of technology for each
Starting node: The starting point of the query which is labeled as

STARTING NODE on the Query Builder canvas. The first class that you drag
to the canvas becomes automatically the starting node of the query
and you cannot select a different starting node. In a complex query, the
starting node must always be the only node connected to an AND/OR
operator. If you try to connect a second node to an operator that the
starting node is connected to, the query fails to run and a prompt to
select a different starting node appears.

associated.
Additional information
• For a webinar, see CMDB Query Builder Queries and Reporting -

Platform Analytics Academy blog post in the ServiceNow Community.
• For some tips and basic troubleshooting for the CMDB Query Builder,
see the CMDB Query Builder [KB0681251].
Intelligent Search for CMDB integration
By default, Intelligent Search for CMDB functionality is integrated into the

CMDB Query Builder. When opening the Query Builder, you can use the
Intelligent Search search box which appears above the Query Builder
canvas. Intelligent Search lets you use everyday natural language query
(NLQ) to build a query. Intelligent Search parses, resolves any ambiguities
in table names and relationship types, and then converts your search
string into a valid query. The query appears fully constructed on the
Query Builder canvas where you can run or continue and develop the
query.
The integration of Intelligent Search for CMDB with the

CMDB Query Builder is controlled by the system property
glide.cmdb.query.nlq.activated, which is set to true by default. If you set
the property to false, Intelligent Search for CMDB will not be available
within the Query Builder.
CMDB Query
A query type that queries the infrastructure for CI classes and the
relationships and references that connect them. You can optionally add
the context of non-CMDB tables to a CMDB query.
You can include Application services in a CMDB query, to find, for

example:
• All critical application services in your database.
• All infrastructure in a particular application service.
• All incidents for a particular CI in an application service, or all incidents

for all the CIs of an application service.
• All application services with a pattern of a service connected to a

database, and where the database has incidents.

associated.
The list of available non-CMDB tables includes a subset of tables

within the system, which have a reference to the Configuration Item
[cmdb_ci] class or its children. The list of non-CMDB tables, includes
tables such as Asset, Task, and Problem. You can use the system property
glide.cmdb.query.non_cmdb.black_listed_tables to narrow down the list
of non-CMDB tables to choose from.
Service Mapping Query
A query type that queries application services. The query is framed

within an application service map. You define a pattern, and query
for application service maps that have that pattern in their definition.
The relationships in Service Mapping queries are matched by single-level
direct relationships which is similar to the CMDB queries, and in addition,
they are also matched by multi-level indirect relationships if they exist.
A query for a relationship between two CI classes is satisfied even if the
two CI classes are connected by intermediate CI classes that are not
specified in the query.
Combination Query
You can combine the two query types by incorporating a saved Service
Mapping query into a CMDB query. For example, create a CMDB
query for Windows Servers that are connected to Tomcat WAR. Then
connect the Tomcat WAR CI class to a Service Mapping query. The
query changes to find Windows Servers that are connected to Tomcat
WAR which is included in the services that returned by the Service
Mapping query. You can inverse that query by choosing Does Not Belong
To Service. This changes the query to find Windows Servers that are
connected to Tomcat WAR that is not included in services returned by
the Service Mapping query.
Relationship properties
When you connect CI classes on the canvas, the CMDB Query Builder
displays the Connection Properties in the right-side bar, where you can
configure the properties of the relationship, such as the relationship
direction. For Service Mapping queries, you can configure whether to
query for related or unrelated CIs.
Connection properties include:
• Relationship type: Query for CIs and descending classes with specific
relationship types.

associated.
• Relationship direction: Which CI class is the parent and which CI class is

the child in the relationship.
• Relationship level: Query only on first-level relationship or also on

second-level relationships.
• No relationships: Query for CIs which have no relationship to the set

class.
• References fields: A field that the parent and ancestor parent CI classes
use to reference the child CI class.
Newly added relationships between CI classes may take up to 30 minutes

to appear in the relationship list.
• Domain separation and CMDB Query Builder
Domain separation is supported in the CMDB Query Builder.

Domain separation enables you to separate data, processes, and
administrative tasks into logical groupings called domains. You can
control several aspects of this separation, including which users can see
and access data.
• Build a CMDB query using the CMDB Query Builder
A CMDB query type that queries the infrastructure for CI classes and
optionally non-CMDB tables, and the relationships and references that
connect them.
• Build a Service Mapping query using the CMDB Query Builder
The Service Mapping query type is a pattern consisting of classes and

relationships between those classes. After you build the pattern and
run the query, the query returns all the Service Mapping services that
contain that pattern.
• Sample queries
Use the following sample queries to build your own CMDB queries and
Service Mapping queries.
• Run a partial CMDB query
You can run a partial query in the CMDB Query Builder by defining a
section of a query, and then running it.

associated.
• Delete a CMDB query
Delete a CMDB query that is no longer used or needed.
• Batch size for CMDB Query Builder queries
In a base system, a global batch size of 100 is allocated for every

Query Builder query run. If needed, you can use a system property to
override the default global batch size, or optimize the batch size value
per saved query.
• Navigation in CMDB Query Builder
Use the navigation tools to enlarge or shrink the query, to move the
query, or to border a section of the query to run.
• Create reports in CMDB Query Builder
Use CMDB Query Builder reports to show the results of a CMDB query or
a Service Mapping query. Create a basic report, or a dynamic report
that automatically updates when the results of the associated saved
query change.
• Search saved queries
The CMDB Query Builder allows you to search for a specific saved query
using any combination of search criteria such as the query's name,
type, custom tags, and who created or updated the query.
• Create a schedule for a CMDB query
Schedule a saved CMDB query to run once at a scheduled time or on

a recurring schedule, and to email the query results to specified users.
• Export and import a CMDB query
Export a saved CMDB or Service Mapping query definition to an XML

file which you can later import and run in the CMDB Query Builder. This
process lets you port a saved query between instances, such as from a
development environment to a production environment.
• Settings for CMDB Query Builder
Use settings to control some aspects of the CMDB Query Builder

behavior.

associated.
• Properties for CMDB Query Builder
Use the CMDB Query Builder properties to configure query processing.
Related concepts
• CMDB groups
Domain separation and CMDB Query Builder

Domain separation is supported in the CMDB Query Builder. Domain
data.
Overview
How domain separation works in the CMDB Query Builder
With the CMDB Query Builder you can easily build complex infrastructure
and service queries that span multiple CMDB classes, and that involve
many CIs that are connected by different relationships. Domain
separation is set to be on by default.
• Saved Query
The user creates a query by dragging a class node from the class
hierarchy and dropping it to the canvas and connecting the nodes
with the relationships type.
The user can save the created query as an XML file to the database
[qb_saved_query] table in the CMDB for future use. The saved query is
domain separated.
• Query results
With a saved query, the user clicks Run and the query result is saved
and displays in the platform list view.
In the query results, the domain separation behaves in the same way
as the platform list view for the CI relationship [cmdb_rel_ci] table
and CMDB CI [cmdb] table. Consequently, since the CI relationship

associated.
is not domain separated, all relationships of the query result display,

regardless of the domains. Conversely, if the query result is CI only, since
the CMDB CI is domain separated, the results display only if visible in the
current domain.
Related concepts
Build a CMDB query using the CMDB Query Builder

A CMDB query type that queries the infrastructure for CI classes and
optionally non-CMDB tables, and the relationships and references that
connect them.
Before you begin
The Core UI plugin (com.glide.ui.ui16) must be activated.
Role required: cmdb_query_builder_read to only view and run saved

queries, and cmdb_query_builder (contained for itil, itil_admin, and asset)
to create and save queries, modify saved queries, and run queries.
Authorized users can update and delete a query created by another

user.
About this task
Build the query by dragging the CI classes and non-CMDB tables that
you want to include in the query. Then dropping them as nodes on the
canvas, and defining relationship properties between them. You can filter
on the attributes of any node to narrow down the results to a specific set
of CIs of that class or to a single specific CI. You can also select which
property columns appear in the query results.
As you step through building a query, list options and other user
interface elements of the CMDB Query Builder, are dynamically filtered
as appropriate to your selections.
To learn more about using Query Builder, see the CMDB Query Builder
Queries and Reporting - Platform Analytics Academy ServiceNow
Community video. For a step-by-step walk through of building CMDB

associated.
queries in the Query Builder, including queries with application services,

see Sample queries.
Procedure
1. Navigate to All > Configuration and click CMDB Query Builder.
2. On the CMDB Query Builder page do either of the following steps:
• Click Create new. Type in a Name, choose CMDB Query as the

Query type, and then click Create.
• Click a widget of a saved query to continue building an existing

query. Search saved queries first if needed.
• Point to the upper right corner of a saved query widget, and click
the Duplicate Query icon to edit a copy of a saved query. The
default name of the new query contains the string 'copy'.
3. On the canvas, you can do any of the following operations:
• Add CI classes to the query: On the CMDB Classes tab, select

classes from the hierarchy list and drag them to the canvas.
Add an Application Service CI to the query: On the CMDB

Classes tab, select the Application Service class from the
hierarchy list and drag it to the canvas.
In Application Service Properties on the right-side bar, you can

select Convert attached nodes to pattern to query on patterns
between the application service and other CMDB class nodes.
When querying on a pattern, the nodes on both ends of the
pattern connection, can be any number of levels apart. If
Convert attached nodes to pattern is not selected, then the
connection between the application service node and other
CMDB class nodes, represent direct relationships.
• Add non-CMDB tables to the query: Select a table from the Non-
CMDB Tables list and drag it to the canvas.
Note: A non-CMDB table cannot be the starting node in the
query.

associated.
•
Add connections (relationships or patterns for application
services) between two nodes on the canvas:
a.• On the first node in the connection, click the small square at
the center of the right side.
b.• On the second node in the connection, click the small

square at the center of the left side to create the
connection.
Connection UI Notations
Notation Description
A relationship in a CMDB
Full line
query.
Information such as
Red asterisk at the center of
relationship type is missing,
the connection line
invalidating the query.
As applicable: The number

of relationship levels and the
Levels:<n> Types:<n> or a
number of relationship types
<Reference type> notation on
included for the connection.
the connection line
Or, a reference type for a
relationship that is a reference.
A pattern connection
between an application
Dashed line
service node and another
node.
• In Connection Properties on the right-side bar, configure

relationship settings (click the connection line if necessary):
a.• In the Relationship Direction section, select the Parent node

(the Child node automatically adjusts).
b.• In the Relationship Levels section, set Level to First level

relationships if the CIs are directly connected. Or, Up to 2nd

associated.
level relationships if the CIs are connected either directly or

indirectly through another CI.
c.•
In the Relationship Types and Related Items section, select
either option:
Option Description
To query for CIs with

no connecting relationships,
such as All Tomcat WAR
No Relationships
CIs which are not
connected to a Windows
Server.
To select specific or any

Add Relationship Types
relationship type.
To query for related CIs

Add a Related Item
between the nodes.
• Configure CI reference column for a connection to a non-CMDB

table: In the Connection Properties right-side bar, in the CI
Reference Column section, select the column with a reference
to a CI from the Use CI reference column list. If only one option is
available, it is automatically selected.
• Configure the pattern between an application service node set

with the Convert attached nodes to pattern option, and a non-
CMDB table node: Select Apply <table> reference filter to all
nodes in the pattern to apply the query to the application service
CI itself and to the CIs within the application service.
• Add filters to a class node: Apply filters to narrow down a class

query to a specific set of CIs or to a single specific CI.
a.• Point to the node to add a filter to, and then click the Apply
filters icon that pops up above the node.
b.• In the Filters section, add attribute and related list conditions.
c.• Close the Filters section.

associated.
For example: Add a filter for database location to query for

databases located in Seattle.
Click Applied Filters in the right-side bar to view all filters for each
node on the canvas.
• Add And/Or operators to the query:
a.• Connect one node to two other nodes.
b.• Click the And box that appears on the connection line, to
toggle between the And/Or operators.
For example: C1 is Tomcat WAR, C2 is Linux Server, and C3 is
Windows Server. Query for All Tomcat WAR CIs which are
connected either to Linux Server Or to a Windows
Server.
• Add property columns for a node, to appear in the query results:

Note: For a relationship, the query results include the parent,
child, and type columns. You cannot add any other columns
from the [cmdb_rel_ci] table.
a.• Click Properties in the right-side pane.
b.• Click a node once or twice, so that the Report Columns

section appears in the right-side bar, and then click Add
Columns.
c.• Select properties and then click outside the properties list to
close it.
• Create a combination query by integrating a Service Mapping

query into a CMDB query:
a.• When building a CMDB query, click Saved Service Queries in

the left-side bar.
b.• Select and then drag a Service Mapping query to the

canvas.
This query returns all CIs that satisfy the CMDB query, and that
are included in the services returned by the embedded Service
Mapping query.

associated.
• Add a search tag that can then be used as a search criteria for
saved queries:
a.• Click the Add Tags icon at the top of the canvas.
b.• Click Add Tag and in the Query Tags dialog box enter one or
more tag strings.
c.• Click the Add Tags icon again to close the Query Tags dialog
box.
4. Click Save.
On the Saved Queries tab, point to a saved query widget and

click Query Information. Query details such as the query type, last
update date, CMDB groups associated with the query, and the
query schedules appear.
What to do next
Click Run.
Only the first 100 results of the query appear in the results pane.
• Click Load More Results to view the next set of 100 results.
• Click Load All Results to view the rest of the query results, up to the
Click a CI to open its CI form, and on the CI form click Dashboard to

view CI health in the CI dashboard.

associated.
Note:
• Ensure that the glide.security.use_csrf_token property is set to

true, allowing all results to appear.
• When Level is set to Up to 2nd level relationships, the relationship

type does not appear in the query results.
• When a query is running, wait for it to complete or to time out

before opening or running another query.
• Modify Query Builder settings: Click the (Settings) icon to open the
Query Builder Settings dialog box.
• Copy and share the URL of a saved query with users that have access
to the CMDB Query Builder. Pasting the shared URL in a new internet
browser window, directly opens the saved query in the CMDB Query
Builder.
• Create reports in CMDB Query Builder.
• Create a schedule to run the query at a future time, and to email the
results to interested parties.
• Export query results:
Click the Query Results context menu and select Export. Even if the
Load More Results button is visible, indicating that there are additional
query results, only the results that are visible are exported.
• Export and import a CMDB query to port a query definition between

instances.
• Populate a CMDB group using a saved query.
• Delete a CMDB query.
Related concepts
• Sample queries

associated.
Build a Service Mapping query using the CMDB Query

Builder
The Service Mapping query type is a pattern consisting of classes and
relationships between those classes. After you build the pattern and run
the query, the query returns all the Service Mapping services that contain
that pattern.
Before you begin
Role required: cmdb_query_builder_read to only view and run saved

queries, and cmdb_query_builder (contained for itil, itil_admin, and asset)
to create and save queries, modify saved queries, and run queries.
Authorized users can update and delete a query created by another

user.
About this task
Build the query by dragging the CI classes that you want to include in
the query, dropping them as nodes on the canvas, and then defining
relationship properties between them. For every class node in the query,
you can filter on its attributes to narrow down the results to a specific set
of CIs of that class or to a single specific CI. You can also select which
property columns appear in the query results.
As you step through building a query, list options and other user
interface elements of the CMDB Query Builder, are dynamically filtered
as appropriate to your selections.
See Sample queries for a step-by-step walk through of building a Service

Mapping query in the CMDB Query Builder.
Procedure
1. Navigate to All > Configuration > CMDB Query Builder.
2. On the CMDB Query Builder page do either of the following:
a. Click Create new. Type in a Name, choose Service Mapping

Query as the Query type, and then click Create.

associated.
b. Click on a widget of a saved query to continue building an

existing query. Search saved queries first if needed.
c. Point to the upper right corner of a saved query widget, and click
the Duplicate Query icon to edit a copy of a saved query. The
new query's default name contains the string 'copy'.
3. On the canvas, you can do any of the following:
• Add CI classes to the query: Select classes from the CMDB

Classes hierarchy list and drag them to the canvas.
• Add connections (relationships) between two nodes on the

canvas:
a.• On the first node in the relationship, click the small square at
the center of the right side.
b.• On the second node in the relationship, click the small square
at the center of the left side to create the connection.
c.• In Connection Properties on the right-side bar, configure the

following (click the connection line if necessary):
• In the Relationship Direction section, select the Parent

node (the Child node automatically adjusts).
• In the Service Query Properties section, select Find

Related CIs or Find Unrelated CIs to query for a pattern in
which the two classes have or do not have relationships
with each other, respectively.
For example, All Tomcat WAR CIs which are not

connected to a Windows Server.
Relationship UI Notations
Notation Description
A relationship in a Service
Dashed line
Mapping query.
• Add filters to a class node: Apply filters to narrow down a class to

a specific set of CIs or to a single specific CI.

associated.
a.• Point to the node to add a filter to, and then click the Apply
filters icon that pops up above the node.
b.• In the Filters section, add attribute and related list conditions.
c.• Close the Filters section.

For example: Add a filter for business criticality to query for
businesses that are 'most critical'.
Click Applied Filters in the right-side bar to view all filters for each
node on the canvas.
• Add And/Or operators to the query:
a.• Connect one node to two other nodes.
b.• Click the And box that appears on the connection line, to
toggle between the And and the Or operators.
For example C1 is Tomcat WAR, C2 is Linux Server, and C3

is Windows Server. Query for all Tomcat WAR CIs which are
connected either to Linux Server Or to a Windows Server.
• Add property columns for a node, to display in the query results:

Note: For a relationship, the query results display the parent,
child, and type columns. You cannot add any other columns
from the [cmdb_rel_ci] table.
a.• Click Properties in the right-side pane.
b.• Click a node once or twice, so that the node's Report

Columns section appears in the right-side bar, and then click
Add Columns.
c.• Select properties and then click outside the properties list to
close it.
• Select columns and add filters that will be applied to the resulting
set of services:
a.• Select Properties in the right-side bar, and then click an

empty space on the canvas to ensure that nothing is
selected.

associated.
b.• Click Add Columns at the bottom of the right-side bar and
select columns to add. Click outside the columns list to close
it.
c.• Click the Apply Service Mapping Query Filters icon at the top
of the canvas and add filters.
• Inverse the entire query and search for all Service Mapping
services that do not include the query pattern: Click a node
once or twice so that Query Properties appear in the right-side
bar. In the Metadata section, toggle Services Including This
Pattern to enable or disable the option.
• Add a search tag that can then be used as a search criteria for
saved queries:
a.• Click the Add Tags icon at the top of the canvas.
b.• Click Add Tag and in the Query Tags dialog box enter one or
more tag strings.
c.• Click the Add Tags icon again to close the Query Tags dialog
box.
4. Click Save.
On the Saved Queries tab, point to a saved query widget and click
Query Information to view query details such as the query type, last
update date, and the query schedules.
What to do next
Click Run.
The query results pane displays only the first 100 results of the query.
• Click Load More Results to display the next set of 100 results.
• Click Load All Results to display the rest of the query results, up to the

associated.
Click a CI to open its CI form, and on the CI form click Dashboard to

view CI health in the CI dashboard.
Note: When a query is running, wait for it to complete or to time

out before opening or running another query.
• Modify Query Builder settings: Click the (Settings) icon to open the
Query Builder Settings dialog box.
• Copy and share the URL of a saved query with users that have access
to the CMDB Query Builder. Pasting the shared URL in a new internet
browser window, directly opens the saved query in the CMDB Query
Builder.
• Create reports in CMDB Query Builder.
• Create a schedule to run the query at a future time, and to email the
results to interested parties.
• Export query results:
Export query results that are visible: Click the Query Results context
menu and select Export. Even if the Load More Results button is visible,
indicating that there are additional query results, only the results that
are visible are exported.
• Export and import a CMDB query to port a query definition between

instances.
• Populate a CMDB group using the saved query.
• Delete a CMDB query.
Related concepts
• Sample queries
Sample queries
Use the following sample queries to build your own CMDB queries and
Service Mapping queries.

associated.
Using the CMDB Query Builder requires that the Core UI plugin
(com.glide.ui.ui16) is activated.
CMDB query sample
Use this example to build a CMDB query to find all servers with a
connection to a database.
Before you begin
Role required: none
Example
2. Click Create new. Enter a Name - All servers with a

connection to a DB. Choose CMDB Query, and click Create.
3. In the CMDB Classes list, locate the Server class, and drag it to the
canvas.
4. Locate the Database class, and place it to the right of the Server
class node on the canvas.
5. Click at the center of the right side of Server, and then at the center
of the left side of Database to create a connection line between the
two class nodes.
6. Click once or twice on the connection line until the Connection

Properties panel appears in the right-side bar. In the Relationship
Types and Related Items section, click Add Relationship Types and
add all the relationships from the list.

associated.
Settings in the Relationship Direction section reflect the parent-child

direction in the relationship. If the Database class is the parent in the
relationship, then the Parent and Child settings are switched.
7. Click Save, and then click Saved Queries on the left to see the
widget for the saved query.
8. Click the query widget to return to the canvas in edit mode.
9. Click Run to execute the query.

associated.
Review the query results. Each row displays the name of a server
CI, the name of a database CI, and the relationship type between
them.
10. Add columns to the query results:
a. Click the Server 1 node on the canvas once or twice so that the
Server 1 Report Columns section appears in the right-side pane.
Click Add Columns.
b. Select Manufacturer and then click outside the columns list to

close it.
c. Click Run.
Review the query results which now include the Manufacturer

column.
d. Click Save again to save all your customization for this query.
CMDB query sample - Application service 1
Use this example to build a CMDB query to find all critical application
services, and their owner.
Before you begin
Role required: none
Example
2. Click Create new.
3. Enter All critical application services as the query Name.

Choose CMDB Query and then click Create.
4. In the CMDB Classes list, locate the Application Service class, and
then drag it to the canvas.
5. Add a filter to the application service node:
a. Point to the application service node, and then click the Apply
filters icon that appear.

associated.
b. In the Filters section, add the condition [business criticality] [is] [1

- most critical].
c. Close the Filters section.
6. Add columns to the query results:
a. In the Properties right-side bar, click Add Columns.
b. Select business criticality and owned by, and then click outside
the columns list to close it.
7. Click Save.
8. Click Run and then review the results. You can for example, locate
any of the critical application services without an owner.
Use this example to build a CMDB query to find all application services,
for which there is an incident or a change request, for either, the
application service itself, or any CI within the service.
Before you begin
Role required: none
Example
3. Enter Application services with incidents or change

requests as the query Name. Choose CMDB Query and then click
Create.
4. In the CMDB Classes list, locate the Application Service class and
then drag it to the canvas.
5. Click Non-CMDB Tables.
6. Locate the Incidents class in the class hierarchy, and then drag it to
the canvas.

associated.
7. Locate the Change Requests class in the class hierarchy, and then
drag it to the canvas.
8. Connect the Application Service and the Incidents nodes, and then,
in the Properties right-side bar:
a. Select Apply Incidents reference filter to all nodes in the pattern.
b. Set Use CI reference column to Configuration item.
9. Connect the Application Service and the Change Request node,

and then, in the Properties right-side bar:
a. Select Apply Change Request reference filter to all nodes in the

pattern.
b. Set Use CI reference column to Configuration item.
10. Click the And operator between the Incidents and the Change
Request nodes, and switch it to Or.
11. Click Save.
12. Click Run and then review the results.
Use this example to build a CMDB query to find all hardware in my service
offering that has Windows installed.
Before you begin
Role required: none
Example
3. Enter All hardware in my service offering that has

Windows installed as the query Name. Choose CMDB Query and
then click Create.

associated.
4. In the CMDB Classes list, locate the following classes, and then drag
them to the canvas.
• Service
• Service Offering
• Application Service
• Searching for infrastructure, Hardware
5. Connect the Service node to the Service Offering node.
In the Properties right-side bar, click Add Relationship Type and select
the Connect to::Connected by relationship.
6. Connect the Serviced Offering node to the Application Service

node.
In the Properties right-side bar, click Add Relationship Type and select
the Connect to::Connected by relationship.
7. Click the Application Service node.
In the Properties right-side bar, select Convert attached nodes to

pattern to include all CIs within the application service, in the query.
8. Connect the Application Service node to the Hardware node.
9. All infrastructure under Service,
10. Click Save.
11. Click Run and then review the results.
You can click Column options of the Service column header, and
select to Group by Service. Then expand a service to see all the
hardware infrastructure under that service.
12. Return to the CMDB Query Builder window, to expand the query to
include only infrastructure CIs on which Windows is installed.
13. Click Non-CMDB Tables, locate the Software Instance class, and drag
it to the canvas.
14. Connect the Hardware node to the Software Instance node.

associated.
In the Properties right-side bar, set Use CI reference column to

Installed on.
15. Point to the Software Instance node, and click on the Apply filters
icon that appears. In the Filters section, add the condition [Product
Name.Name] [is] [windows]. Close the Filters section.
16. Click Save.
17. Click Run and review the new results.
Service Mapping query sample
Use this example to build a Service Mapping query to find all Linux servers
in services.
Before you begin
Role required: none
Example
1. Navigate to All > Configuration and click CMDB Query Builder
2. Click Create new. Enter a Name - Linux server in services.

Choose Service Mapping Query, and click Create.
3. In the CMDB Classes hierarchy list, locate Linux Server and drag it to
the canvas.
4. Click Run.
Review the query results. Each row displays the name of a Service
Mapping Service and the name of a Linux Server that is a member of
that service.
5. On the right-side pane, click Disable Service Including This Pattern

and then click Run again.
Review the query results. Now, each row displays the name of a
Service Mapping Service that does not include the specified Linux
Server.

associated.
Run a partial CMDB query

You can run a partial query in the CMDB Query Builder by defining a
section of a query, and then running it.
Before you begin
Role required: cmdb_query_builder (contained for itil, itil_admin, and

asset)
About this task
While building a query or reviewing a saved query, you can run only a
section of the query. On the canvas in the CMDB Query Builder, highlight
a section of the query which contains the nodes and relationships of the
partial query that you want to run. You can then examine the results of
the partial query, and update the query if needed.
Procedure
2. On the CMDB Query Builder page, click a tile to open an existing

query.
3. Click the selection tool under the navigation tool to switch to a

section selection mode.
4. Border a section of the query:
a. Click the mouse device on the upper left corner of the section
that you want to create.
b. Drag the mouse device to the bottom right corner of the section
that you want to create. As you drag the mouse device, the
selected section is highlight in light blue.
c. Release the mouse device. The query nodes that are included in
the partial query, appear with a blue border.
5. Click Run.

associated.
6. In the Pick Starting Node dialog box, select the starting node for the
partial query, and click Confirm.
Result
The results of the partial query appear in the Results pane.
Delete a CMDB query

Delete a CMDB query that is no longer used or needed.
Before you begin
The query that you want to delete must be already saved.

asset). Authorized users can delete a query created by another user.
Procedure
2. On the CMDB Query Builder page, select the Saved Queries tab and
set the viewing mode to Card view ( ).
3. Hover over the card with the query that you want to delete.
4. Click the Delete Query (X) icon that appears in the upper right corner
of the card.
Batch size for CMDB Query Builder queries

In a base system, a global batch size of 100 is allocated for every Query
Builder query run. If needed, you can use a system property to override
the default global batch size, or optimize the batch size value per saved
query.
Queries can differ widely as they can be configured to query a wide

variety of classes. Therefore, the batch size in the base system might not
be optimal for every query, and some queries might time out or take
a long time to complete. The optimal batch size for running queries

associated.
depends on system load such as amount of data and number of

relationships in your system. Contact Support for assistance in calculating
the batch size for your query.
Batch size is applicable and behaves the same in all query run scenarios,
regardless of how the run was initiated:
• Query Builder user interface (ad hoc or saved query)
• Query Builder Scriptable API
• Scheduled jobs
• CMDB groups
The batch size for query runs is allocated in the following priority order:
1. The value in the Execution Batch Size field in the Saved Queries table,
for a specific saved query. If set, this value applies only to the saved
query, and has priority over the global value of 100 and the value of
the glide.cmdb.query.batch_size system property.
2. The value of the system property glide.cmdb.query.batch_size, if

exists, determines globally the batch size that is allocated to all query
runs. If you add and set this property, the value applies to all queries,
other than saved queries with Execution Batch Size value set.
3. A global value of 100, if the previous two options are not configured.
Modifying batch size for queries

If you are experiencing performance problems when running queries, you
can modify the batch size value:
• Globally for all queries: By adding (if necessary) and setting the value of
the system property glide.cmdb.query.batch_size.
• Per saved query: Set batch size for a specific saved query
Set batch size for a specific saved query
Configure a custom batch size for a CMDB Query Builder saved query
that takes a long time to complete or that times out. A custom batch size
overrides the global batch size in the base system and the value of the
glide.cmdb.query.batch.size system property.

associated.
Before you begin
About this task
Contact Support for assistance in calculating the batch size for your
query.
Procedure
1. In the Filter navigator, enter qb_saved_query.list and press Enter

to navigate to the Saved Queries table.
2. In the Saved Queries list view, locate the saved query for which you
want to change batch size.
3. Set or modify the value in the Execution Batch Size field.

Set the value to be greater than the global value in the
glide.cmdb.query.batch.size property, or increase any existing value.
Navigation in CMDB Query Builder

Use the navigation tools to enlarge or shrink the query, to move the
query, or to border a section of the query to run.
Using the Query Builder requires that the Core UI plugin (com.glide.ui.ui16)
is activated.
Use the buttons in the navigation tool as follows:
• Use the plus sign (+) to increase magnification of the query.
• Use the minus sign (-) to decrease magnification of the query.
• Click the center dot to center the query on the canvas.

associated.
• Use the direction arrows to move the query in that direction.
• Use the selection tool under the navigation tool to toggle between two
states:
• Moving the entire query on the canvas.
• Bordering a section of the query, which you can then run as a partial
query.
Create reports in CMDB Query Builder

Use CMDB Query Builder reports to show the results of a CMDB query or a
Service Mapping query. Create a basic report, or a dynamic report that
automatically updates when the results of the associated saved query
change.
Create a dynamic report
After running a saved query in the CMDB Query Builder, create a

dynamic report that continuously updates to show the latest query
results. You can use a dynamic report as any other report created using
Reporting and you can add it to Performance Analytics dashboards.
Before you begin
Ensure that the query that you want to create a dynamic report for is a
saved query, and that there is a specified schedule for the query. Also,
run the saved query and ensure that all query results are visible.
Role required:
• To create: cmdb_query_builder and report_user
• To view: Reporting role requirements might apply, see Administering

reports for Reporting role requirements.
In a base system, the cmdb_query_builder role is contained in the itil and

asset roles.
About this task
The Create Report button in CMDB Query Builder which is used to create
a dynamic report, is activated only if:

associated.
• The query is saved
• The query has a schedule
• The entire set of query results is present after a query run
The initial dynamic report that you create, is based on the results from the
initial run of the saved query. Then, on every subsequent run of the saved
query, the associated report automatically updates with the latest query
results.
However, if you change the query definition itself, the query and the
report are no longer in sync and you must create a new report.
Procedure
2. In the Saved Queries tab, select the saved query for which you want
to create a report.
Ensure that the query has a specified schedule.
3. Click Run and ensure that all query results appear. Click Load All
Results if available, to load all results.
The Create Report button is enabled only if all query results are
showing.
4. Click Create Report.

If the CMDB Query Builder displays the query results in a new tab,
then after the new tab opens with the query results, return to the
CMDB Query Builder window.
5. In the Report Designer, click Next or Back to view and configure the
new report in the Data, Type, Configure, and Style tabs.
The report is pre-populated with the CMDB query results and a few
other report details.
• Report name is set to the name of the saved query.
• Source type is set to Data source.
• Data source is set to the table in which the query results are
stored.
• Query Sys ID is the ID of the latest run of the query.

associated.
For more details about Reporting and about configuring a report in

the Report Designer, see Reporting, Creating reports.
6. Click Save or Run.
Result
CMDB Query Builder creates a report source which you can attach to a
report and use with dashboards. For more details about report sources,
see Report sources.
What to do next
Use either of the following steps to view the new report source. The name
of the new report source is set to the name of the CMDB query it was
created from, and cannot be changed.
• In Query Builder, click Saved Queries. In the Saved Queries window,

click the Query Information icon in the tile of the saved query. Scroll to
the bottom of the information list and then click the link under Report
source.
• Navigate to All > Reports > Administration > Report Sources and locate
the new report source.
Create a basic report
After running a query in the CMDB Query Builder, you can create a basic
report that is scoped to the query execution.
Before you begin
Role required:
• View report: cmdb_query_builder or cmdb_query_builder_read
• Create report: cmdb_query_builder or cmdb_query_builder_read, and

report_user
In a base system, the cmdb_query_builder role is contained in the itil and

asset roles.

associated.
Procedure
2. Build a query.
3. In the query results pane, click Load More Results or Load All Results
to load all the results that you want to include in the basic report.
4. In the query results pane, click the column context menu and select
Bar Chart or Pie Chart.
Result
The Reports application creates a basic report, which is scoped to the

query results that are currently loaded and is static.
Related tasks
• Build a CMDB query using the CMDB Query Builder
• Build a Service Mapping query using the CMDB Query Builder
• Run a partial CMDB query
Search saved queries

The CMDB Query Builder allows you to search for a specific saved query
using any combination of search criteria such as the query's name, type,
custom tags, and who created or updated the query.
Before you begin
To locate a saved query using a Query Tags search criteria, the query
must have a query tag associated with it. For more information see Build
a CMDB query using the CMDB Query Builder, or Build a Service Mapping
query using the CMDB Query Builder.

asset)

associated.
Procedure
2. On the Saved Queries tab, select a Sort by criteria.
3. In the Search Saved Queries field, enter a search string that

corresponds to the Sort by selection and then select an item from
the list that gets populated as you type.
The drop-down list includes search strings that can be applied to the
sorting criteria such as 'Query name'.
4. Refine the search by entering additional Search Saved Queries

search strings as needed.
Create a schedule for a CMDB query

Schedule a saved CMDB query to run once at a scheduled time or on a
recurring schedule, and to email the query results to specified users.
Before you begin
The Core UI plugin (com.glide.ui.ui16) must be activated and a saved

CMDB query that was built in the CMDB Query Builder must exist.
Role required: cmdb_query_builder (contained for itil and asset)
About this task
The query results are attached to the email as a file in the specified
format. By default, the maximum result rows that can be attached is
10,000. This is controlled by a system property.
Procedure
1. If need to, navigate to All > Configuration > CMDB Query Builder and
then click a saved query.
2. Click Create Schedule and fill out the form.

associated.
Scheduled Email of Query Builder form
Field Description
Query The query to run.
Users who should receive query

results email.
Users To receive emails, users must

have an Email address defined
and have Notifications set to
Enable in their user records.
Groups to email the query results

Groups
to.
Indicates whether the report

Zip output
should be sent as a zip file.
Indicates whether to run the

Active query according to the specified
schedule.
Run Frequency for running the query.
Time Time of day to run the query.
Indicates whether to display the

Condition field, which allows
Conditional
you to specify conditions under
which the query runs.
Indicate whether to distribute

Omit if not records email if the query returns zero
results.
Email addresses of users who

Email addresses should receive the email but
who are not in the system.

associated.
Field Description
Text that appears in the subject

Subject
line of the distribution email.
Additional message that is

Introductory message
delivered with the query results.
User-created script that checks

for certain conditions to be true
before running the query.
Condition
This field is visible only when
Conditional is checked.
File format to use for the query

results.
Type Note: Configure the form
layout to add this field to the
form.
Export and import a CMDB query

Export a saved CMDB or Service Mapping query definition to an XML
file which you can later import and run in the CMDB Query Builder. This
process lets you port a saved query between instances, such as from a
development environment to a production environment.
Before you begin
• You must save a query before you can export it.
• Domain in an exported query must be visible in both, source and

destination instances.
Role required: cmdb_query_builder (contained in itil, itil_admin, and

asset).

associated.
About this task
When exporting a combination query, the integrated Service Mapping

query definition is included in the exported query.
For backward compatibility, you can alternatively Export and import a

query as an update set.
Procedure
2. Export a saved query:
a. In the Saved Queries tab, in either list view or card view, select a
saved query.
b. Click the Export query icon at the top of the Query Builder
canvas.
c. Wait for the Query Export Complete message to appear and

then click Download.
You can now access the query XML file.
3. Import a saved query:
a. In the Saved Queries tab, click the Import query icon at the top
of the CMDB Query Builder window.
b. In Finder, select the saved query XML file and click Open.
The imported query is available in the Saved Queries tab of the
CMDB Query Builder on the instance.
• Export and import a query as an update set
Export a saved query definition to an XML file as an update set, which

you can later import.
Export a saved query definition to an XML file as an update set, which

you can later import.
Before you begin
Role required: To export — cmdb_query_builder (contained in itil and

asset). To import — user with permission to import an update set.

associated.
Domain in the exported query must be visible in both, source and

destination instances.
About this task
Export a query definition as an update set which you can later import
and commit. This process lets you port a query between instances, such
as from a development environment to a production environment. For
more information about exporting and then committing update sets
using XML files, see Save an update set as a local XML file.
When exporting a combination query, the integrated Service Mapping

query definition is included in the exported update set.
Procedure
1. Export a saved query:
a. In the Filter navigator, enter qb_saved_query.list and hit Enter

to navigate to the Saved Queries table.
b. In the Saved Queries list view, select the query that you want to
export.
c. Click Actions on selected rows and then select Export query.
d. Wait for the Query Exporter to complete the export.
2. Import the exported saved query:
a. Navigate to System Update Sets > Retrieved Update Sets.
b. On the Retrieved Update Sets form, click Import Update Sets from
XML.
c. On the Import XML page, click Choose file and select the
exported XML file. Then click Upload.
d. Open the new record that was added to the Retrieved Update
Sets list view.
e. On the Retrieved Update Set form, click Preview Update Set

Batch and then close the Batch Update Set Preview dialog box.

associated.
f. Click Commit Update Set Batch and then close the Commit
Update Set Batch dialog box.
Result
The imported query is added to the Query Builder saved queries on the
instance.
Settings for CMDB Query Builder

Use settings to control some aspects of the CMDB Query Builder behavior.
Using the Query Builder requires that the Core UI plugin (com.glide.ui.ui16)
is activated.
Open the Query Builder Settings dialog box:
2. On the CMDB Query Builder page, click the (Settings) icon.
3. Click the Settings icon again to close the dialog box.
Setting Description
Display the relationship between

Display Relationships in Results
CIs in the query results.
Filter the CMDB classes and the

non-CMDB tables lists in the left
pane to display only classes and
tables that the selected node on
Display Suggested Connections the canvas has a relationship with.
You can then drag any item from
the filtered list to the canvas, and
connect it to the selected node on
the canvas.

associated.
Setting Description
This setting applies only to CMDB
queries.
Display query results in a separate

Display Results in New Tab
browser tab titled Query Results.
Properties for CMDB Query Builder

Use the CMDB Query Builder properties to configure query processing.
These properties are available for CMDB Query Builder. To view and edit
these properties, the admin role is required.
Properties for CMDB Query Builder
Limits the number of results for a • Type: integer

scheduled query and in the results
section in the Query Builder when • Default value: 10000
you click Load All Results.
glide.cmdb.query.max_results_limit Properties > Query Builder
Properties
Time limit (in seconds) for running • Type: integer

one batch to get one batch of
query results (100 results). • Default value: 300
glide.cmdb.query.batch_time_limit • Location: Configuration > CMDB

_in_sec Properties > Query Builder
Properties

associated.
Time limit (in seconds) for running • Type: integer

an entire query to get all results.
glide.cmdb.query.query_time_limit • Location: Configuration > CMDB
_in_sec Properties > Query Builder
Properties
• Type: string
• Default value: empty

Blacklist of non-CMDB tables that
appear in the CMDB Query Builder • Other values: Comma separated
when creating a CMDB query. list of table names (not labels).
Can include '*abc' to exclude all
glide.cmdb.query.non_cmdb.blac tables containing 'abc' in their
k_listed_tables table name.

Properties > Query Builder
Properties
Batch size allocated globally when

saved queries run.
• Type: integer
glide.cmdb.query.batch_size


associated.
Monitor system foundations in the CSDM and the

CMDB Data Foundations Dashboards (2.2.1)
The ServiceNow® CSDM and CMDB Data Foundations Dashboards
store app contains dashboards which provide insights into the key
foundational metrics of your CMDB and Common Service Data Model
(CSDM). This app provides recommendations to ensure that the CMDB
and CSDM are properly configured for optimal usage and to mitigate
any potential risks.
The CSDM and CMDB Data Foundations Dashboards store app provides
dashboards that complement each other.
CMDB Data Foundations dashboard
Evaluates various configurations and customizations in the CMDB.

This dashboard checks that important data is valid and properly
configured, and identifies and provides visibility into potential risks in the
implementation. Use the CMDB Data Foundations dashboard to prevent
issues and support continuous effective functioning of the CMDB.
CSDM Data Foundations dashboard
The CSDM Data Foundations dashboard displays key CSDM metrics on

a single page to assist you in getting the full benefit from your Now
Platform® products.
The tabs on the dashboard enable you to select your organization's

CSDM implementation stage (foundation, crawl, walk, run, and fly). As a
result, the reports on the page show the metrics that are appropriate for
the maturity of your CMDB data. In this example, a report on the Run tab
indicates that several business service offerings don't have the required
relationships to application services. With this knowledge, Service owners
can add the relationships to ensure that customer service agents get
complete information on the upstream impacts of down applications.

associated.
The CSDM and the CMDB Data Foundations dashboards capability is

provided by the com.snc.cmdb.getwell plugin, which is activated by
default in base systems.
For an introduction, watch the ServiceNow Data Foundations

Dashboards for CSDM and CMDB video.
Access the dashboards
To access these dashboards, navigate to All > Configuration, and then

select CMDB Data Foundations Dashboard or CSDM Data Foundations
Dashboard. You can toggle between the two dashboards by clicking the
change dashboard icon ( ) on the title bar of either dashboard.

associated.
Manage performance
Starting with CSDM and the CMDB Data Foundations Dashboards v2.2
you can deactivate CSDM or CMDB metrics.
To improve performance, deactivate metrics that aren't needed or that

require extensive resources and affect performance. The active/non-
active settings for metrics are preserved across family release upgrades.
To deactivate a metric, you must access the CMDB/CSDM Get Well

Metrics [sn_getwell_metric] table where all CMDB and CSDM metrics are
stored. Navigate to the list view of the table [sn_getwell_metric]. Then,
locate the metric that you want to deactivate and set its Active column
to false. Tiles on the dashboards that are associated with inactive metrics
stop collecting data and aren't refreshed.
For more information about deactivating metrics, see How to "turn off"
metric calculations on CMDB and CSDM Data Foundations Dashboards
[KB1430455].
Use the CMDB Data Foundations dashboard to monitor foundational key

health-related metrics in CMDB.
Requirements
• To access the CMDB Data Foundations dashboard, users must be

configured with the admin, itil_admin, or asset roles. Some metrics that
let you drill-down to Performance Analytics (PA) data, might require
additional roles for accessing specific tables. Those roles are specified
as appropriate per metric.
• The CMDB Data Foundations dashboard adds the following scheduled

jobs, which must be running:
• CMDB Get Well Metric Collection: Calculates and stores details for
compliant CIs associated with metrics, populating the list view of
the metrics. Data appears on the dashboard only after the first run
of this scheduled job. Metrics' scores are stored in the CMDB Data
Foundations Metric Scores [sn_getwell_cmdb_score] table. This non-
PA job runs daily by default.

associated.
• CMDB Data Foundations PA Metric Collection: Calculates the total

non-compliant CIs associated with metrics and populates the PA
widgets on the dashboard. Also, provides trending data over time for
the non-compliant CIs associated with metrics. This PA job runs daily
by default.
Overview
The CMDB Data Foundations dashboard provides four tabs, each

grouping a distinctive set of CMDB metrics:
• Best Practices: Checks if usage of tables and properties is as intended

for supporting the health of the CMDB. This set of metrics checks
adherence of CSDM-related standards, for example, for populating
services and relationships.
• Customizations: Checks how customizations to the CMDB are used. This

set of metrics checks that customizations are not used excessively, and
that they are used only when needed and are correctly applied.
• Data Management Practices: Checks if importing third-party data

into the CMDB is properly done without compromising the integrity
of the CMDB. This set of metrics checks if the imported data is

associated.
properly configured and formatted to provide the foundation for CMDB

functions.
• ITSM Processes: Check if ITSM processes leverage CMDB data.
Columns in the list view of metrics

The following columns appear in the list view of metrics:
Name
Name of metric.
Priority
Priority of an metric. The priority for an metric is a calculation of the

weight of the metric and the severity of the percentage score. Priority
ranges from 1- Critical as the highest priority, to the lowest priority which
is 5 - Low. Metrics are listed in their priority order, starting with the highest
priority metric (lowest priority number).
Result
Percentage number of CIs (or the measured item) which are in

compliance with the metric. A bar shows the percentage of CIs (or the
measured item) which are in compliance versus the percentage of items
which are not in compliance. The portion on the bar that represents CIs
(or the measured item) which are in compliance, uses the following color
scheme to note the level of compliance:
• Red: 0–50% of the total CIs (or the measured item), are in compliance
for the metric.
• Yellow: 50–90% of the total CIs (or the measured item), are in
compliance for the metric.
• Green: Above 90% of the total CIs (or the measured item), are in
compliance for the metric.
The portion on the bar that represents the percentage of items which are
not in compliance for the metric, always appears in darker shade. Also,
all metric percentage scores are aligned so that a higher percentage
score and a smaller darker-shade portion on an metric bar, always
indicate the more optimal state.

associated.
Note: Some metrics use a lower threshold value which impacts

the result that appears in the dashboard. For these metrics, if the
percentage of compliant CIs is less than the lower threshold value,
then the result appears as 0 for the metric.
Remediation playbook URL
Links to remediation playbook articles in Now Support. These knowledge

articles provide context for the respective issue, guidelines to help
remediate the issue, and other necessary details to bring CIs into
compliance. Click the link and use your Now Support credentials to
access the knowledge article.
Performance Analytics widgets
Most metrics are associated with Performance Analytics (PA) widgets

(tiles) that provide further details about CIs that are not in compliance
with the metric, correlating to the dark-shade portion of the metric bar.
Drill down the tiles to access PA widgets, which are provided by the
CMDB Data Foundations PA Metric Collection scheduled job.
On the Analytics Hub page:
• Click the Breakdowns context menu to see any available breakdowns.
• Ensure that the Real-time option is selected ( ) and then click

Show Records to see a list view of the respective CIs.
Best Practices metrics

The Best Practices tab contains the following metrics:
Create Asset Business Rule is Enabled
Checks for the existence of the Create Asset on insert business rule. If the
business rule exists, the percentage score for the metric is 100. Otherwise,
the percentage score is set to 0.

associated.
Custom CMDB Attributes at the Right Level
Percentage of custom attributes that should be added at a higher

level in the CMDB hierarchy. For example, the custom attribute Warranty
duration was added three times in the Computer class, instead of adding
the attribute once at a higher level in the hierarchy, which is more
efficient.
• If (total number of attributes that can be moved up > 10): Percentage is

set to 0.
• Otherwise: Percentage is set to (10 – total number of attributes that can

be moved up)*10.
Hardware CIs with Serial Numbers
Percentage of Computer or Network Gear CIs with a serial number versus

those CIs without. The metric is based on the following conditions:
• Class is an instance of Computer or Gear
• Status = installed
• Operational status = operational
• Serial number is empty
The complete set of CIs for this metric consists of the CIs that satisfy the
first three conditions. The CIs that satisfy all conditions are counted as
non-compliant Computer or Network Gear CIs, which are without a serial
number.
Note: If the percentage of compliant CIs is less than 70%, then the
percentage score for this metric is set to 0.
The Hardware CIs Missing Serial Numbers tile shows the total number of
CIs which are not in compliance with the metric, correlating the darker-
shaded portion of the metric bar. Click the tile to drill down the PA widget
for further details, such as the list all those CIs.
The Hardware CIs Missing Serial Number by Key Classes chart shows those
CIs that are missing a Serial Number, grouped by key classes. Point to
a class bar on the chart to show more details, and click a class bar to
access a list view of those CIs for class.

associated.
Services with Owners
Percentage of services in which the owned_by field is populated versus

those services in which this field isn't populated.
The complete set of CIs for this metric consists of all the services in the
Service [cmdb_ci_service] table. The percentage score for this metric is
calculated as (Compliant CIs/Complete set of CIs) *100.
The Services Missing Owners tile shows the total number of CIs which are
not in compliance with the metric, correlating the darker-shaded portion
of the metric bar. Click the tile to drill down the PA widget for further
details, such as the list all those CIs.
Customizations metrics
The Customizations tab contains the following metrics:
Base System Business Application Table Usage
Checks for the existence of a custom business application table, which

is any table that extends [cmdb_ci], whose name starts with “u_” or “x_”
and which contains the strings “bus” and “app”.
If such custom table exists, then is 0, and if not, the percentage is 100.
The Custom Business Application Tables tile shows any custom business
application tables. Click the tile to drill down the PA widget for further
details, such as the list all those tables.
Base System CMDB Relationship Types Usage
Percentage of base system relationship types versus custom relationship

types that were created by users. Creating custom relationship types can
interfere with the integrity of the CMDB therefore this metric can help you
prevent such problems.
This metric counts records in the Relationship Type [cmdb_rel_type] table

where sys_package is “global” and name is not “Manages::Managed
by”. The percentage score for this metric is calculated as follows:
• If count is <= 0, then percentage is 100
• If count is > 10, then percentage is 0

associated.
• Otherwise percentage = (10 – count)*10
The Custom CMDB Relationship Types tile shows the relationships which
are not in compliance with the metric, correlating the darker-shaded
portion of the metric bar. Those are the relationships that were not
included in the base system and were custom created. Click the tile
to drill down the PA widget for further details, such as the list all those
relationships.
Base System Relationship Types Not Deleted or Recreated
Percentage of relationship types that exist in the base system and which
were not deleted or recreated, versus those that were deleted and
maybe recreated. Deleting and recreating base system relationships can
interfere with the integrity of the CMDB, therefore this metric can help you
prevent potential problems.
This metric counts the number of base system relationships that were
deleted and possibly recreated. The percentage score for the metric is
calculated as follows:
• If count is <= 0 then the percentage is set to 100
• If count is > 10 then the percentage is set to 0
• Otherwise, the percentage = (10 – count)*10
The Base System CMDB Relationship Types Deleted and/or Recreated

tile shows the relationships which are not in compliance with the metric,
correlating the darker-shaded portion of the metric bar. Click the tile
relationships.
Custom CMDB Tables Using Standard Naming
Percentage of custom CMDB tables whose name doesn't start with the
standard string “u_cmdb_ci”. The metric counts tables in the Tables
[sys_db_object] table that extend from the CMDB table and whose
name starts with the string “u_” (indicating that it is a custom table) but
not with “u_cmdb_ci”.
The percentage score for this metric is calculated as follows:

associated.
• If count <= 0 then percent is 100
• If count > 6 then percent is 0
• If count is between 0 and 6, then percent is (1-(count/6))*100
The Custom CMDB Tables Not Using Standard Naming tile shows the
tables which are not in compliance with the metric, correlating the
darker-shaded portion of the metric bar. Click the tile to drill down the
PA widget for further details, such as the list all those tables.
Use of Custom Attributes
Percent of custom attributes that were added to CMDB tables in the

base system. Custom attributes are identified by a table name that starts
with "cmdb_ci" and a column name that starts with “u_.”
The percentage score for the metric is calculated as follows:
• If (total custom attribute count > 50): Percentage is set to 0.
• If (total custom attribute count < 10): Percentage is set to 100.
• If (total custom attribute count is 10–50): Percentage is set to (total

custom attribute count – 10)/(50-10)*100.
Data Management Practices metrics

The Data Management Practices tab contains the following metrics:
Active CIs Updated in Last 90 days
Percentage of Hardware [cmdb_ci_hardware] or VMware Virtual

Machine Instance [cmdb_ci_vmware_instance] active CIs that were
updated in the past 90 days versus those CIs that were not (stale CIs).
The metric is based on the following conditions:
• Class is an instance of Hardware or VMware Virtual Machine Instance
• Updated >= 90 days
The complete set of CIs for this metric consists of CIs that satisfy the first
three conditions. The CIs that satisfy all conditions, are counted as stale

associated.
CIs of the Hardware [cmdb_ci_hardware] and VMware Virtual Machine

Instance [cmdb_ci_vmware_instance] classes.
Note: If the percentage of compliant CIs is less than 65%, then the
result displayed for this metric is set to 0.
The Active CIs Not Updated in 90 Days tile shows the total number of
CIs Processed via IRE
Percentage of Hardware [cmdb_ci_hardware] or VMware Virtual

Machine Instance [cmdb_ci_vmware_instance] CIs processed via IRE
versus those CIs not processed via IRE. The metric is based on the
following conditions:
• Sys_id is IN (target_sys_id FROM sys_object_source table)
The complete set of CIs for this metric consists of the CIs that satisfy
the first three conditions. The CIs that satisfy all conditions are counted
as Hardware [cmdb_ci_hardware] or VMware Virtual Machine Instance
[cmdb_ci_vmware_instance] CIs not processed via IRE.
Note: Viewing all the data provided by PA for this metric, requires
the additional role of admin or discovery_admin.
CIs with Names
Percentage of Hardware, VMware Virtual Machine Instance, or

Application CIs with a name up to 200. The metric is based on the
following conditions:
• Class is an instance of Hardware [cmdb_ci_hardware], VMware

Virtual Machine Instance [cmdb_ci_vmware_instance], or Application
[cmdb_ci_appl]

associated.
• Name is empty
Non-compliant CIs are counted as the CIs that are missing a name,
which are those CIs that satisfy all conditions.
The percentage score for the metric is calculated as follows:
• If count of CIs without names is > 200, percent is 0
• If count of CIs without names is < 200, percent is (200-(count of CIs

without names)/200 * 100)
The CIs Missing Names tile shows the total number of CIs which are not
in compliance with the metric, correlating the darker-shaded portion of
the metric bar. Click the tile to drill down the PA widget for further details,
such as the list all those CIs.
CIs with Relationships to Parent and Child
Percentage of non-orphan CIs versus orphan CIs.
The complete set of CIs for this metric consists of CIs in

records from the CI Relationship [cmdb_rel_ci] table. CIs in which
[parent.sys_class_name=(empty)] OR [child.sys_class_name=(empty)],
are counted as orphan CIs.
The Orphan CIs tile shows the total number of orphan CIs, correlating the
darker portion of the metric bar. Click the tile to drill down the PA widget
Handled Duplicate CIs
Percentage of duplicate CIs of the Hardware or VMware Virtual Machine

Instance classes, that were remediated, up to 200. If the number of
unhandled duplicate CIs is greater than the upper threshold of 200, then
is set to 0. The metric is based on the following conditions:
• Class is an instance of the Hardware [cmdb_ci_hardware] or the

VMware Virtual Machine Instance [cmdb_ci_vmware_instance] class.
• Duplicate_of in not empty

associated.
Non-compliant CIs are counted as those CIs that satisfy all conditions.
Non-compliant CIs are those Hardware [cmdb_ci_hardware] or VMware
Virtual Machine Instance [cmdb_ci_vmware_instance] duplicate CIs that
were not remediated. For more information, see Duplicate CIs.
The percentage score for this metric is calculated as follows:
• If count of non-compliant CIs is > 200 then percent is 0
• If count of non-compliant CIs is < 200 then percent is (200-count of

non-compliant CIs)/200*100
The Unhandled Duplicate CIs tile shows the total number of CIs which are
not in compliance with the metric, correlating the darker-shaded portion
of the metric bar. Click the tile to drill down the PA widget for further
Installed Server CI Naming Reflecting Hostname
Percent of Server CIs where name reflects the host name, up to the first
period in the name. The complete set of CIs for the metric are all the
servers in the Server [cmdb_ci_server] table in which install_status=1 and
host_name is not empty.
Examples of compliant CIs:
• Server Name is “abc”, and host name is “abc.1.2.3”
• Server Name and host name are the same
The percentage score for the metric is calculated as (Compliant CIs/Total

CIs)*100.
The Installed Server CI Naming Not Reflecting Hostname tile shows the
number of Server CIs which are not in compliance with the metric. Click
the tile to drill down the PA widget for further details, such as the list all
those CIs.
Note: If you need to manually refresh the Installed Server CI
Naming Not Reflecting Hostname widget, then you must first run the
CMDB Get Well Metric Collection job, and then run the CMDB Data
Foundations PA Metric Collection job.

associated.
Managed CIs with Model Entries
Percentage of Hardware [cmdb_ci_hardware] CIs with a model ID versus

those CIs without.
The complete set of CIs for this metric consists of all the CIs in the
Hardware [cmdb_ci_hardware] table. Compliant CIs are those in which
model_id is populated.
The Managed CIs Missing Model Entries tile shows the total number of
Servers with Location
Percentage of Server CIs in which Location is populated versus Server

CIs in which Location isn't populated. The complete set of CIs for this
metric are the Server CIs in the Server [cmdb_ci_server] table in which
install_status =1 and operational_status=1. Compliant CIs are those CIs in
which also location is not null.

CIs)*100.
The Servers Missing Location tile shows the number of Server CIs which
are not in compliance with the metric. Those are the Server CIs in which
Location is empty. Click the tile to drill down the PA widget for further
Unique Locations
Percentage of unique locations versus non-unique (duplicate) locations.
The complete set of locations for this metric consists of all the locations in
the Location [cmn_location] table records, in which name is not null. A
duplicate location is counted as a record in which name is not null, and
the same name is used more than once.

CIs)*100.
The Duplicate Locations tile shows the total number of CIs which are not
in compliance with the metric, correlating the darker-shaded portion of

associated.
the metric bar. Click the tile to drill down the PA widget for further details,
such as the list all those CIs.
Note: If you need to manually refresh the Installed Server CI
Naming Not Reflecting Hostname widget, then you must first run the
CMDB Get Well Metric Collection job, and then run the CMDB Data
Foundations PA Metric Collection job.
ITSM Processes metrics

The ITSM Processes tab contains the following metrics:
Changes Referencing a CI
Percentage of change requests with a reference to CIs versus those

change requests without. The complete set includes all change requests
created in the last 90 days. Compliant records are those change requests
in which the cmdb_ci field is not empty.
The percentage score for the metric is calculated as (Compliant change

requests/Total change requests) * 100.
The Changes Not Referencing a CI tile shows the total number of records
which are not in compliance with the metric, correlating the darker-
for further details, such as the list all those change requests.
Note: Viewing all the data provided by Performance Analytics for

this metric (when drilling down), requires the additional role of itil or
sn_change_read.
Changes Relating to both a Service and a CI
Percentage of changes relating services to CIs versus those changes that

don't. The complete set of CIs for this metric consists of all change request
records. Compliant records are those change requests in which both, the
cmdb_ci and the business_service fields, are not empty.
The Incidents Relating to Neither a Service nor a CI tile shows the

total number of records which are not in compliance with the metric,
correlating the darker-shaded portion of the metric bar. Click the tile to
drill down the PA widget for further details, such as the list all those CIs.

associated.

sn_change_read. Click the tile to drill down the PA widget for further
Incidents Referencing a CI
Percentage of incidents referencing a CI versus those incidents that

don't. The complete set of records includes all incidents created in the
last 60 days. Compliant incidents are all those in which the cmdb_ci field
is not empty.
The percentage score for the metric is calculated as (Compliant

Incidents/Total Incidents)*100.
The Incidents Not Referencing a CI shows the total number of incidents

which are not in compliance with the metric, correlating the darker-
for further details, such as the list all those incident records.

sn_incident_read.
Incidents Relating to both a Service and a CI
Percentage of incidents relating to both a service and a CI versus

those incidents that don't. The complete set for this metric is all incident
created in the last 60 days. Compliant records are those incidents in
which both, the cmdb_ci and the business_service fields, are not empty.
The percentage score for the metric is calculated as (Compliant

Incidents/Total Incidents) * 100.
The Incidents Relating to Neither a Service nor a CI shows the total

number of records which are not in compliance with the metric,
correlating the darker-shaded portion of the metric bar. Click the tile
incident records.

associated.

sn_incident_read. Click the tile to drill down the PA widget for further
Configure the CSDM Data Foundations dashboard
Use the CSDM Data Foundations dashboard to monitor and evaluate key
foundational metrics of the CSDM framework.
Before you begin
For an introduction to the dashboard, see Viewing the CSDM Data

• Before you use the dashboard for the first time, populate the CSDM
metrics: Navigate to All > System Scheduler > Scheduled Jobs and run
the CSDM Get Well Metric Collection job.
• The CSDM Data Foundations dashboard adds the following scheduled

jobs that must be running:
• CSDM Get Well Metric Collection: Calculates and stores details

for compliant CIs associated with metrics. Data appears on the
dashboard only after the first run of this scheduled job. metrics'
scores are stored in the CSDM Data Foundations Metric Scores
[sn_getwell_csdm_score] table. The job runs daily by default.
• CSDM Data Foundations PA Metric Collection: Calculates the total

count of non-compliant CIs that are associated with each metric.
It also provides trending data over time for the non-compliant CIs
associated with metrics.
• Role required: app_service_admin, app_service_user, asset,

cmdb_read, itil_admin, portfolio_admin, service_viewer, or
technology_service_owner
Procedure
1. Navigate to All > CSDM > Configuration > CSDM Data Foundations
Dashboard.
2. Select a tab.

associated.

CSDM implementation stage (foundation, crawl, walk, run, and fly).
As a result, the reports on each tab display the metrics that are
appropriate for the maturity of your CMDB data.
3. Review the reports.

Note the percentages and color-coding in the Result column for
each metric.
• If the percentage is 100%, the CSDM framework has the

information it needs. You don't need to do anything else.
• Otherwise, required information is missing and additional actions

are required. Continue with step 5.
Note the metrics on the Foundation tab:
Named Product Models with Product Owners
Shows cmdb_model records that meet the following conditions:
• Status = in production
• Name and Owner is not empty
Configuration Item Status Values
Shows the percentage of CIs with default status values.
• 80%: At least 1 to 5 CIs have custom status values.
• 60%: 6 to 10 CIs have custom status values.
• 20%: 16 or more CIs have custom status values.
To view the default base-system status values, enter

sn_getwell_oob_status_table_field.list in the navigator Filter text box.
The Configuration Item Status Values form displays the list of elements
and associated tables. Select a table name to see the list of default
labels and values.

associated.
Business Units with Companies
Shows business unit records where the Company field is not empty.
Locations with Parents.
Shows cmdb_ci records that meet the following conditions:
• Location and Location.parent is not empty

associated.
4. Select the tiles associated with the foundational metrics to access

Performance Analytics widgets.
Performance Analytics widgets are provided by the CSDM PA Metric

Collection scheduled job. These widgets provide trending data over
time for the non-compliant CIs associated with the metric.
• Ensure that the real-time option is selected ( and then

select Show Records to view the list of CIs.
• Select the Breakdowns context menu to view available

breakdowns.
5. Scroll to the list of CIs in the Custom Status Values related list.
The charts show the number of custom values that have been
defined for each element. Click a chart to view custom values that
have been defined for the element. This example shows the custom
label-value combination for the Absent status.
6. Select a CI to drill down to the form view.

associated.
The form view provides the required information. If you don't see the
form, you may not have sufficient access privileges. Contact your
ServiceNow administrator.
7. When you're finished using the form, select Update or Delete to return
to the list view.
8. Navigate to return to the CSDM Data Foundations dashboard.
Result
The key foundational metric results are available for you to review and
analyze.
CMDB Health
Monitoring and maintaining the health of the CMDB is essential to an
effective and continuous use of the product. Health indicators such as
duplicate CIs, required CI fields, and audits contribute to the calculation
of health scorecards at the CI, class, and CMDB level.
Note: CMDB Health doesn't support non-CMDB tables.

The health of the CMDB data is monitored and reported for the following
KPIs, each further consisting of sub metrics:
• Completeness: CIs are tested for required and recommended fields

that are not populated.
• Correctness: CIs are tested against pre-defined data integrity rules such
as identification rules (to detect duplicate CIs), orphan CI rules, and
stale CI rules.
• Compliance: The CMDB data is audited for adherence to pre-defined

certificates.
• Relationships: The health of CI relationships is tested for indicators

such as orphan and duplicate relationships. And for compliance with
suggested relationships, hosting and containment rules.
After CIs are tested for various health indicators, the results are
aggregated at the class level, and eventually at the overall CMDB level.
You can configure how health is calculated and the weight of each KPI

associated.
and each metric at every level of the aggregation. For most health tests,
you can configure the health tests themselves.
CMDB Health experience in CMDB Workspace

You can use the CMDB Workspace landing page and its views to access
CMDB health details that are based on CMDB Health activities and
aggregations. For example:
• Use the Important actions tile on the landing page to access cards with
CMDB Health-related tasks such as de-duplication tasks.
• Use the CMDB Health tile to see overall health metrics for CIs and
relationships, to navigate to the CMDB Health and CMDB Relationship
Health dashboards, and to drill down to more health details for specific
CIs.
• Use tiles throughout the CMDB Workspace to drill down to health

overviews of specific CIs.
CI remediation
CMDB Health provides a framework for configuring CI remediation.

Remediation lets you proactively apply corrective actions to unhealthy
CIs in a managed and standardized fashion.
Domain separation
CMDB Health is domain aware. If the domain separation plugin has been
activated, then the CMDB dashboard displays health based on data,
rules, and settings from the logged-on user domain. If rules and settings
are not defined for a child domain, then the parent's settings are applied,
recursively.
Metric tests from the global domain propagate to subdomains. However,

subdomains can have their own local metric tests which override the
global domain tests. Up until the San Diego release, subdomain local
metric tests were applied to the subdomain CIs and also to the global
domain CIs (which are visible on subdomains). Global domain CIs that
failed metric tests of local subdomains, could have generated large
amounts of data due to duplicated data.
Starting with the Tokyo release, CIs in the global domain are evaluated
only against metric tests specified in the global domain. In subdomains,

associated.
local metric tests are applied only to the CIs in that subdomain and are
not applied to the global domain CIs (even though the global domain
CIs are visible in the subdomain). Health results for CIs in the global
domain appear on subdomains and health results on subdomains reflect
this new behavior.
See Domain separation in CMDB Health for more information.
Setup
To start gathering and aggregating health data, you need to enable

the CMDB Health-related jobs (CMDB Health Dashboard jobs) which
are initially disabled. You also need to configure CMDB Health related
system properties and health KPI and metric test rules, to customize how
aggregated data is calculated and other CMDB Health behavior.
For all the details about setting up and configuring CMDB Health, see
Setup and configure CMDB Health.
This is an overview of domain separation as it pertains to CMDB Health.

and access data.
• CMDB Health KPIs and metrics
The overall CMDB health score consists of three Key Performance

Indicators (KPIs) which are correctness, compliance, and
completeness, each further consisting of sub-metrics. Each KPI and
metric is associated with a scorecard that determines its contribution
to the aggregated health at the overall CMDB level, class, and CI level.
• CMDB Health dashboards
CMDB dashboards display CMDB health reports and let you configure
the CMDB health KPIs and metrics that CIs are evaluated for.
• View CMDB health reports
The CMDB dashboard serves as a central location to view aggregated

health reports for your CMDB at a glance which helps you understand

associated.
the CMDB health status. Also, it provides functions to address health

issues, and improve CMDB health.
• View services health reports
The CMDB service dashboard serves as a central location to view

aggregated health reports for services at a glance. Also, it lets you
drill into a service to perform remediation actions that address health
issues, and that improve CMDB health. The CMDB service dashboard
uses the Performance Analytics framework for dashboards and employs
the capabilities it provides.
• View CMDB groups health reports
The CMDB group view dashboard serves as a central location to

view aggregated health reports for CMDB groups at a glance. Also,
it lets you drill into a CMDB group to perform remediation actions
that address health issues, and that improve CMDB health. The CMDB
group view dashboard uses the Performance Analytics framework for
dashboards and employs the capabilities it provides.
• View CI health
The CI dashboard is a central location displaying health report for an

individual CI, history of changes to the CI in a timeline view, and the
relation formatter. The CI dashboard also displays incidents, changes,
and other tasks affecting the CI, and business services affected by the
CI. You can access the CI dashboard from a CI form, or from the CMDB
dashboard.
• View CI relationships health
View aggregated orphan, stale, and duplicate CI relationships in the

CMDB dashboard. You can configure the relationship scorecards, but
you cannot configure the underlying relationship KPI health tests.
• Create CMDB remediation rule
A CMDB remediation rule is associated with a task that was created

for a failed CMDB health test. A CMDB remediation rule is applied
automatically or manually to execute a remediation workflow that can,
for example, delete stale CIs.
• CMDB Health process tracking

associated.
Use the following information to track and resolve issues with the CMDB
Health processes.
Domain separation in CMDB Health

This is an overview of domain separation as it pertains to CMDB Health.
and access data.
Overview
CMDB dashboards should be set up with their own set of rules to best
accommodate how the user needs them. CMDB dashboard jobs adhere
to those rules to produce reports. These are covered in separate sections
below.
How domain separation works in CMDB Health
For dashboards to be the most effective, users should configure the

dashboard accordingly. This is done by setting up the orphan, staleness,
and inclusion rules to meet their needs, which then affect the reports
displayed on the dashboard.
The settings and metrics define different aspects of each application

because each domain can be configured differently. These rules are set
up in addition to those that are included in the base system. There are
different types of owners for different CIs; each domain has its own set of
rules.
Metric tests from the global domain propagate to subdomains. However,

subdomains can have their own local metric tests which override the
global domain tests. Up until the San Diego release, subdomain local
metric tests were applied to the subdomain CIs and also to the global
domain CIs (which are visible on subdomains). Global domain CIs that
failed metric tests of local subdomains, could have generated large
amounts of data due to duplicated data.
Starting with the Tokyo release, CIs in the global domain are evaluated
only against metric tests specified in the global domain. In subdomains,
local metric tests are applied only to the CIs in that subdomain and are
not applied to the global domain CIs (even though the global domain

associated.
CIs are visible in the subdomain). Health results for CIs in the global
domain appear on subdomains and health results on subdomains reflect
this new behavior.
Note: Domain separation is on by default, but each domain can be

configured as needed.
Health Preferences
Configure these preferences during setup:
1. Global system properties that control CMDB Health – System

properties are not domain separated. To learn more see CMDB
Health system properties.
2. CMDB Health Dashboard Jobs – There is a dashboard job for each

major KPI, such as Completeness. That job finds the health of the
CIs across all the enabled domains. There is only one job run for all
domains and jobs themselves are not domain separated.
Users can define the frequency with which they want to run jobs; the
report runs for all the domains. The more domains included in the job,
the longer the job runs.
3. Health Metrics – These selections are domain-separated and adhere

to the established “system overrides” logic of domain separation.
Changes are made according to the domain for which the user is
logged in. Base system values are defined at the global domain. The
overriding domain logic means these values apply for all domains.
If users want different values for a domain, they must be logged in
to a specific domain and change the property from there. The new
property setting applies only to that domain and any domain that
inherits this domain. To learn more, see Health Metrics.
Note: Regarding the Completeness, Compliance, and
Correctness KPIs: Users can disable this KPI if they don’t want to
see that as part of the dashboard score. All these settings are
domain-separated and the user can define specific properties
for the domain.
a. Weighted averages – These settings can affect all or part of

the metrics in Completeness, Compliance, Correctness, and
Relationship. They can be set differently for different domains.

associated.
b. Active – This setting is the most important because it affects how

long the jobs run. The more domains with flags set to Active,
the longer the jobs take. It’s best to select only those domains
you wish to be Active and render the rest as Active = false. You
can set this in Health Preferences. The default settings for global
domain are Active = true, but you can modify or disable specific
domains the user wants to see in the dashboard. Users should
consider the domain hierarchy when changing these values. If
there is a large number of domains (>100) the job can take a
very long time. To mitigate this, set Active to false for all the root
domains, thereby disabling all the other domains in the hierarchy.
If there is a rule at the top, all child domains inherit that rule.
c. Failure Threshold, Create Task, Task Assignee Group – All these

settings can be set differently for different domains depending on
what is needed in each domain.
d. Exceptions – For Relationship metrics (relationship, duplicate

relations, orphan relations, stale relations) the failure threshold
setting is not domain separated. The Failure Threshold for the
global domain is applied to all domains. For example, even if
users were to override the Failure Threshold for a domain, the
global domain setting for Threshold is still applied.
e. Troubleshooting / Implementation detail – These settings are

stored in the cmdb_health_metric_pref table, which is domain
separated.
CMDB Health-related rules
See CMDB Health-related rules settings at:
• Required
• Recommended
• Orphan
• Staleness
Most of the CMDB Health-related rules are domain separated and

provided by the users. Users can define different rules for different
domains by logging in to each domain and adding/overriding rules in
the CI Class Manager.

associated.
1. Completeness
a. Required fields – These are based on the class schema defined

in the platform’s System dictionary and is fixed for all domains.
These cannot be changed.
b. Recommended fields – These are domain separated. The table

used is cmdb_recommended_fields, which is domain separated.
The user can set these up for different domains.
2. Correctness
a. Duplicates – Duplicates are based on Identification rules, which

are not domain separated, so the same rules apply to all
domains.
b. Orphan – Orphan rules are domain separated; there are

different orphan rules for different domains. The table used is
cmdb_health_orphan_rule and is domain separated.
c. Staleness – Staleness rules are domain separated. The table used

is cmdb_health_staleness_rule. The base system rule (60 days) is
set for global domain so is inherited by all domains as the default
rule.
3. Compliance
Audit – Audit scores are based on the desired state or scripted audits
defined in the compliance module by the user.Audits themselves
are domain separated. When audit score evaluation is enabled for
a domain, scores become based only on the audits visible in that
domain.
Health inclusion rules:
• Health inclusion rules are domain separated. The rules are stored in the
cmdb_health_config table which is domain separated.
• Each domain can have its specific health inclusion rules and domain-
specific rules for each sub-metric.
• When a health inclusion rule is defined globally, all sub-domains inherit

the rule according to the domain structure and the rule can be
overridden at any domain.

associated.
• When a health inclusion rule is defined at the Configuration Item

[cmdb_ci] class level, all descending classes inherit the rule and the
rule can be overridden at any class level.
Health Dashboards (CMDB View/ Service View / Group View)
In general, CMDB Health dashboards are domain aware and show data
according to the logged-on domain user. If a user is logged into a
domain and views a health dashboard:
1. Only scores for enabled metrics in that domain display (based on the
Health Preferences Active flag as discussed above).
2. All scores are based on CIs that are visible from the specific domain.
(These are regular domain visibility rules: From that domain you can
see CIs in global domain, the specific domain, any child domain of
that domain or any domain that gets directly or indirectly contained
by that domain.)
3. The dashboard view is based on domain rules defined in domain

mapping, as opposed to those provided by the logged-in user. This
view overrides any additional domain visibility rules that a logged-in
user might have. The admin sets the basic rules, but does not set
each individual domain. The admin can give specific users or user
groups additional visibility to other domains and the dashboard still
does not change. The dashboard strictly follows the domain rules
mentioned above, based on the domain hierarchy for the domain in
which the user is logged in.
4. As explained in the Health Preferences section, users can define

different preference values for any domain which impact the scores
reported in the dashboard. Preferences that can impact scores
include Weighted Averages, Failure Threshold, and Active.
5. As explained in the CMDB Health Rules section, the scores reported

for the metrics are based on the health rules defined for them
(staleness, orphan, recommended, audit, and inclusion rules) which
can be defined differently for a specific domain (in the CI Class
Manager). Only the required metric and duplicate metric are based
on rules that apply in all domains.
6. Service View/ Group View – These reports also largely follow the
above points. Typically, these views differ from various views/filters for

associated.
the Health Report. One is based off business rules, the other is based
off CMDB Health groups.
Related tasks
• View CI health
Related concepts
Related reference
Setup and configure CMDB Health

The data collection system is highly configurable, however, the base
system is minimally configured for aggregating CMDB health data. Most
importantly, the CMDB Health Dashboard jobs are disabled by default
and data is not collected. To display valuable and meaningful data, you
should review and adjust settings.
1. Review CMDB Health KPIs and metrics to learn what CMDB Health
can monitor, and what needs to be configured to enable and
support each metric.
2. For each KPI and associated metric that you want monitored,
define the necessary rules and fulfill other needed requirements. For

associated.
example, create orphan rules for detecting orphan records, if you

are interested in this metric.
3. Review and adjust the threshold ranges for best, at risk, and critical
states for the CMDB health metrics scorecards - see Configure CMDB
Health scorecard thresholds.
4. Set metric aggregation preferences, deactivate KPI and metrics that

you are not interested in reporting, set failure thresholds, and adjust
weighted averages of aggregation - see Configure KPI and metrics
aggregation preferences.
5. Narrow the scope of CIs that are included in health calculations - see
Create health inclusion rule.
6. Enable the Health Dashboard jobs for the KPIs that you want reported
- see Enable and configure a CMDB Health Dashboard job.
7. Customize the CI dashboard (optional).
Configure the following system properties to customize how CMDB Health

is monitored and evaluated.
Note: To open the System Property [sys_properties]

table, enter sys_properties.list in the navigation
filter.
If processing of a metric exceeds

the specified time, CMDB Health
Max time in minutes for which
processing halts until the next
individual metric processor will run
CMDB Health job is scheduled to
in each scheduled cycle
run.
[glide.cmdb.health.metricProcesso
r.maxRunningTime] • Type: integer

associated.
• Location: Navigate to All
> Configuration > Health
Preference. In the right hand-
side navigator, click System
Properties.
For performance reasons, it is

recommended not to set this
property to a value greater than
120.
Note: If you enter an invalid

value, the default value is
used.
A comma-separated list that

controls the level of logging
of CMDB Health jobs. Logging
creates entries in the system logs to
capture messages generated by
the health auditing process each
time they run. This logging helps
debugging if there is a failure.
For example, to log error and

info messages, set the value to
'error,info'.
glide.cmdb.logger.use_syslog.CM
DBHealth • Type: String
• Default value: error
• Other possible values: Comma-

separated list with any of the
following values:
• info
• error
• warn

associated.
Or '*' which is equivalent to
including all possible values.
• Location: System Property

[sys_properties] table.
When set to true, disables health

results from sources other than
CMDB Health audit (such as cloud
discovery). Only results generated
by CMDB Health audit appear in
the CMDB dashboard.
For example, by default, if a

CI is determined to be stale by
Discovery, then that CI appears as
stale in the CMDB dashboard even
though CMDB Health audit did not
determine that CI to be stale. To
glide.cmdb.health.src.cmdb_healt disable these stale CI health results,
h_audit_only set the property to true.

• Learn more:
• Discovery for VMware vCenter
glide.cmdb.health.staleness_exclu
Exclude dependent CIs for the
de_dependent_cis
staleness CMDB Health metric.

associated.
When enabled, dependent CIs
are not checked for staleness,
regardless of any staleness or
inclusion rules that are defined for
the respective CI types.

Enable and configure the jobs that process CMDB health tests, to start
calculating CMDB health scores for the completeness, compliance,
correctness, and relationship KPI. These health scores are then
aggregated into the overall CMDB health report.
Before you begin
About this task
In the base system, CMDB Health Dashboard jobs are disabled by

default. Enable and configure the respective job for the CMDB health
KPI that you want data collected and aggregated for. You can schedule
a job to run on a recurring schedule, or execute it once at any time.
For more information about how CMDB Health Dashboard jobs work, see
the Understanding the CMDB HealthDashboard Numbers blog post in the
ServiceNow Community.
Procedure
1. Navigate to All > Configuration > CMDB Dashboard > CMDB View,
and then click CMDB Health Dashboard Jobs .
2. Select a job that you want to enable or configure.

associated.
CMDB Health Dashboard job Description
Script for calculating the

CMDB Health Dashboard -
completeness KPI of CMDB
Completeness Score Calculation
health.
CMDB Health Dashboard - Script for calculating the

Compliance Score Calculation compliance KPI of CMDB health.

Correctness Score Calculation correctness KPI of CMDB health.
CMDB Health Dashboard - Script for calculating the CI

Relationship Score Calculation relationships KPI of CMDB health.
Script for calculating

CMDB Health Dashboard
compliance of relationships with
- Relationship Compliance
suggested relationships, and with
Processor
hosting and containment rules.
3. Review the default configuration, and update as necessary.
Field Description
Job name. Leave this field with

Name
the pre-populated name.
Active Select to activate the job.
If selected, the scripted

Conditional condition must evaluate to true
before the job can run.
Configure the schedule for job

execution, or select On Demand
to run the job manually when
Run
needed.
If Active is selected, then

additional fields appear

associated.
Field Description
according to your choice. For
example, Repeat Interval (when
Run is set to Periodically), and
Time for various settings of Run.
Fill in the details to set precise
running times.
Time zone Local time zone.
The job's script.

Note: Changes to the script
Run this script
might result in unexpected
behavior.
4. Click Execute Now to run the job once immediately.
Result
After you enable a CMDB Health Dashboard job, the results for the
KPI are aggregated and displayed in the CMDB dashboard and CI
dashboard, at the CMDB, class, and CI levels.
Configure the thresholds for best, at risk, and critical state definitions
for the KPIs and metrics scorecards. You can configure these settings
globally for the entire CMDB, or individually per class.
Before you begin
About this task
Scorecard thresholds are used to determine overall metric state, and

are defined by upper and lower thresholds. For example, scorecards
thresholds for completeness:
• 0 - lower threshold: Best state
• Lower threshold - upper threshold: At risk state

associated.
• Upper threshold - 100: Critical state
In the base system, upper thresholds are set to 67 and lower thresholds
are set to 33 for all KPIs and metrics. You can adjust scorecard thresholds
to reflect the range of failures that should be used for each health state.
Applying the change to a scorecard is based on the selected class in the
CI Classes list:
• If the top level Configuration Item class is selected in the CI Classes list,
changes to metric scorecards apply to the entire hierarchy.
• If any other class is selected in the CI Classes list, changes to metric

scorecards apply to the selected class.
For CMDB groups, you can specify a separate set of scorecard

thresholds, per CMDB group/KPI or metric. See Configure CMDB groups
scorecard thresholds for more details.
Procedure
2. Click Hierarchy to display the CI Classes list, and then select a class to
set scorecards for.
3. In the class navigation bar, expand Health.
4. To configure the overall scorecard, select Other Scorecards and then

select Overall Scorecard.
5. To configure a scorecard for any of the KPIs (such as Compliance), or

for relationship-related metrics (such as duplicate relations):
a. Select configuration item at the top of the Hierarchy list.
b. Click a KPI item, Completeness, Compliance, or Correctness.
c. Click the tab CMDB Completeness Scorecard, CMDB

Compliance Scorecard, or CMDB Correctness Scorecard.
When you select the top-level Configuration Item class, changes to
threshold settings in any metric scorecard apply to the entire class
hierarchy.
6. To configure a scorecard for any metric:

associated.
a. In the CI Classes list, select the class to which the updated

scorecard should apply to. Select the top level Configuration
Item to apply the change to the entire hierarchy.
b. Click the KPI that contains the metric for which you want
to configure scorecard. For example, click Completeness to
configure the Required Fields scorecard.
c. Select the scorecard tab of the metric to configure, such as

Required Fields Scorecard. You might need to click New to edit
the scorecards.
7. Slide the threshold sliders, or enter specific numbers to increase or to

decrease the threshold bars to fit your definitions for best, at risk, and
critical levels for the scorecard.
8. Click Save.
Related reference
Each CMDB group can have its unique set of scorecard thresholds for
best, at risk, and critical state definitions for specific KPIs or metrics.
Before you begin
Role required: itil_admin (on top of itil)
About this task
Scorecard thresholds are used to determine overall metric state, and are
defined by upper and lower thresholds:
• 0 - lower threshold: Best state
• Lower threshold - upper threshold: At risk state
• Upper threshold - 100: Critical state
In the base system, for all KPIs and metrics, upper thresholds are set to 67
and lower thresholds are set to 33. You can adjust scorecard thresholds
for a specific CMDB group per KPI or metric, to reflect the range of
failures that should be used in health reporting.

associated.
CMDB groups scorecard thresholds are stored in the

[cmdb_health_scorecard_group_threshold] table.
Procedure
1. In the search box in the navigation bar, enter

cmdb_health_scorecard_group_threshold.list and press the
Enter key.
2. In the CMDB Health Group Scorecard Thresholds list, click New.
3. Fill out the form.
Field Description
Upper range of percentage of

CIs failing the specified metric
Upper threshold
tests, that is used to calculate
best and at risk states.
The CMDB group to which

CMDB Group this scorecard threshold setting
applies to.
Lower range of percentage of

CIs failing the specified metric
Lower threshold
tests, that is used to calculate at
risk and critical states.
The metric to which the

Metric scorecard threshold setting
applies to.
4. Click Submit.
Related tasks
• Configure CMDB Health scorecard thresholds
Metrics health scorecards are aggregated into their respective KPI,

which in return are aggregated into the overall CMDB Health report.
Set aggregation preferences for KPIs, and for each of their respective

associated.
metrics, deactivate KPIs and metrics that you are not interested in
reporting, and adjust weighted averages of aggregation.
Before you begin
To start collecting and reporting CMDB health KPIs and metrics, you must
first enable and configure the CMDB health dashboard jobs.
About this task
The completeness KPI for example, consists of the metrics required fields
and recommended fields, each contributing a different weight to the
sum. You can configure the proportional weight of required fields and
recommended fields within completeness to be 25 and 75 respectively.
You can also configure the proportional weight of completeness,
compliance and correctness within the aggregated sum of the overall
CMDB health.
Note: Non-active KPI or metrics are displayed on the

CMDB dashboard in faded coloring, displaying the most recent
aggregations that were calculated when the KPI or metric was
active.
If Domain Support - Domain Extensions is activated, then you can

configure aggregation preferences per domain.
In the ServiceNow base system, the weights of KPIs have default settings,
and metrics are globally set.
Procedure
1. Navigate to All > Configuration > Health Preferences.
2. Select Health Metrics on the right-hand side navigator.
3. From the Select Metric list select one of the KPIs such as
Completeness, or a metric.
For Completeness, Compliance and Correctness:

associated.
Field Description
Activate the KPI so it is included

Active in the aggregated CMDB health
report.
Specify the weight of each

metric in the aggregated KPI
Weighted Averages health report. The sum of
weighted averages of all metrics
should be 100.
For a metric:
Field Description
Activate the metric so it is

included in the aggregated
Active
health report for the respective
KPI.
If a record fails the metric test,

create a task with details about
the failure. You can then view
Create Task
the task on the CI dashboard,
and configure remediation for
the task.
When the threshold number of

CIs that fail the health metric test
Failure Threshold
is reached, health processing
stops for the metric for this cycle.
An assignment group for the

Task Assignee Group
task.
4. Click Save.
Configure a CI attribute as mandatory so it is included in the CMDB

Health tests for the required metric if enabled. Required is a metric of the
CMDB Health completeness KPI.

associated.
Before you begin
About this task
When a field is configured as mandatory, then if the required metric is

enabled, the CMDB health tests check whether that field is populated
or not. The CMDB dashboard displays the aggregated report of the
percentage of CIs for which one or more required fields is empty.
Procedure
2. Click Hierarchy to display the CI Classes list. Then select the class with
the field that needs to be set as mandatory.
3. In the class navigation bar, expand Class Info and then select
Attributes. In the Attributes view, click Added.
4. Locate the attribute that you want to set as mandatory, and then
double-click its Mandatory value and set it to true.
The next time the form is opened, a field status indicator appears
next to the field label, indicating that a value is mandatory.
Note: Mandatory fields are global. The field is marked as
mandatory everywhere it appears on a form. Also, mandatory
fields do not appear correctly when using Service Mapping tag-
based discovery. For more information, see Tag-based discovery
in Service Mapping.
Define a list of CI fields as recommended, noting that it is desirable that

they are populated by a data source such as Discovery. You can then
configure the CMDB completeness KPI to include recommended fields in
its aggregated health reports.
Before you begin

associated.
About this task
Use this for fields which should not be mandatory, but that might have
useful information that the CI should have. For example, a field with
information that might at some point help with diagnosis. Initially, a
derived class is set with the recommended fields that are defined at
the parent level. You can add or remove recommended fields for
a derived class, setting it with its own recommended fields, without
affecting the recommended fields at the parent or sibling levels. If all
recommended fields for a derived class are removed, then the derived
class automatically derives the recommended fields from its parent class.
For more information about child and parent classes, see Table extension
and classes.
Procedure
2. Click Hierarchy to display the CI Classes list. Then select the class that
contains the fields that need to be set as recommended.
3. In the class navigation bar, expand Health and click Completeness.

Then click Recommended Fields.
4. In the Recommended Fields tab, use the slushbucket to move

the fields that you want to designate as recommended, from the
Available list to the Selected list.
5. Click Save.
Create an orphan rule to determine the percentage of orphan CIs in the

CMDB. This sum is then aggregated into the correctness CMDB Health
KPI, and weighed into the overall CMDB health report. Orphan rules are
defined per class, and only a single orphan rule can be defined per class.
Before you begin
About this task
Specify the conditions that CIs must meet to be considered an orphan CI.
Specify attributes that a CI must have, relationships that a CI should not

associated.
have, or both. In the relationship conditions, you can either specify that
the CI has no relationships, or a set of specific relationships that the CI
doesn't have.
Note: If there is a health inclusion rule for the orphan metric, then
the conditions in the health inclusion rule and the conditions in the
health orphan rule, shouldn't be identical.
A health orphan rule can for example, identify a CI of the

cmdb_ci_computer class as an orphan CI if the CI is not set with an
owner or an asset.
Procedure
to create an orphan rule.
3. In the class navigation bar, expand Health. Click Correctness and

then click Orphan Rule.
4. Select a rule to edit if one exists, or click New. Fill out the form.
Field Description
The class for which the orphan

Class
rule applies.
Attribute conditions that a CI

must satisfy to be considered
an orphan CI. For example, the
Attributes filter conditions in which both the
Assigned to and the Owned by
fields are empty, will identify the
matching CIs as orphans.
And/Or operation between the

Condition Attributes conditions and the
Relationship conditions.

associated.
Field Description
The relationship conditions that a

CI must fail,based on records in
the CI Relationship [cmdb_rel_ci]
table, in order to be considered
an orphan CI.
Relationship
To specify that a CI must
have no relationships, choose
Any Relation and Any Class
respectively.
5. Click Submit or Update to save the rule.
If the staleness metric is in effect, then staleness rules are used to

determine the percentage of stale CIs in the CMDB. This sum is then
aggregated into the correctness KPI, and weighs into the overall CMDB
health calculation.
Before you begin
About this task
The Discovery setting of certain types of CIs as stale takes precedence

over a CMDB Health staleness rule defined for the CI. For more
information about Discovery marking CIs as stale, see Discovery for
VMware vCenter.
Staleness rules are defined per class. If a rule is not defined for a class,
then the parent's rule applies for that class.
Procedure
to create a staleness rule.

associated.
3. In the class navigation bar, expand Health and then click

Correctness. Click Staleness Rule.
4. Select a staleness rule to edit or click New, and then fill out the
Staleness Rule form.
Field Description
The class for which the rule

Applies to
applies.

the staleness test.
If the CI was not

updated (based on Updated
sys_updated_on) within the
specified time period — the CI is
determined to be stale.
Effective Duration
value is ignored and the previous
valid value is used.
5. Click Submit or Update to save the rule.
Filter the CIs that are included in health calculations and that appear
in CMDB health dashboards by defining health inclusion rules. Health
inclusion rules can be specified per domain.
Before you begin
About this task
Evaluation for the required, orphan, recommended, duplicate and

staleness health metrics, will apply only to CIs that satisfy health inclusion

associated.
rules. For example, if you want scores of the duplicate metric to appear
only for server and network CIs.
Note:
• Creating health inclusion rules at the level of the base cmdb_ci

table can potentially filter out health results of all classes in CMDB
health dashboards.
• Applying a health inclusion rule to the duplicate metric, is

supported only in the global domain.
• Due to performance issues, dot-walking in health inclusion rules for

the duplicate metric is not supported.
In addition to any health inclusion rules, identification inclusion rules also

indirectly impact what appears in CMDB health dashboards for duplicate
CIs. The dashboard itself uses the identification engine (IRE) to identify
duplicate CIs and therefore identification inclusion rules are applied.
Inheritance of health inclusion rules:
• If there are no health inclusion rules specified for a child class, then rules
specified on a parent class are applied to the child class.
• If health inclusion rules are specified for a child class, then those rules
take precedence over rules specified on a parent class.
In the base system, there are no predefined health inclusion rules, in

which case all CIs are included in the CMDB Health calculations.
Procedure
to create a health inclusion rule.
3. In the class navigation bar, expand Health and then click Health
Inclusion Rules.
4. Click an existing rule to edit or click New and then fill out the Health
Inclusion Rules form.

associated.
Field Description
Applies to Class this rules applies to.
Criteria that CIs must meet to

Active record condition be included in the evaluation for
the specified health metrics.
Applies to metric Metrics that the rule applies to.
5. Click Save or Update.
CMDB Health KPIs and metrics

The overall CMDB health score consists of three Key Performance
Indicators (KPIs) which are correctness, compliance, and completeness,
each further consisting of sub-metrics. Each KPI and metric is associated
with a scorecard that determines its contribution to the aggregated
health at the overall CMDB level, class, and CI level.
You can configure which KPIs and metrics are included in the
aggregated calculation, and set their weight in the aggregation. In the
base system, all KPIs and all metrics are included in the aggregated
health report.
Overall
An aggregation of all three KPIs (correctness, completeness and
compliance), according to their overall scorecard weight settings.
Correctness
A KPI which is an aggregation of the following metrics, according to the

correctness scorecard weight settings.
Orphan
Measures the percentage of orphan CIs in the CMDB. A CI can become

orphan if it was unintentionally left in the CMDB when it is no longer
needed. A CI is determined to be orphan if:

associated.
• The CI satisfies the criteria in an orphan rule. This criteria checks for
specific attributes that a CI must have, and for CIs that have no
relationships or that don't have specific relationships.
• Data is missing for the CI in its respective table, or in one of its parents'
table.
Staleness
Measures the percentage of stale CIs in the CMDB. A CI is stale if it was

not updated within the Effective Duration time period that is specified in
the staleness rule that applies to the class.
The base system includes a default staleness rule for the Configuration
Item [cmdb_ci] class, which sets the Effective Duration time to 60 days.
This rule applies to all extended CMDB classes, and can be overridden
by class specific staleness rules defined by the user. To determine CI
staleness, a staleness rule for the CI's class is used if it exists, otherwise, the
default staleness rule is used.
In addition, a relationship in which a stale CI is a parent or a child, is

determined to be a stale relationship.
Note: Discovery marks VMware vCenter CIs that no longer

physically exist, as stale. By default, this setting takes precedence
over a CMDB Health staleness rule defined for the CI. When drilling-
down in the CMDB dashboard to Health Results, the Source for CIs
determined to be stale by Discovery, is CLOUD_DISCOVERY. Setting
the glide.cmdb.health.src.cmdb_health_audit_only system property
to true, ensures that the CMDB dashboard displays health results
generated only by CMDB Health. For more information, see CMDB
Health system properties and Discovery for VMware vCenter.
Duplicate
Measures the percentage of duplicate CIs in the CMDB using

identification rules. Only independent CIs are evaluated for duplication.
In a set of duplicate CIs, the count of duplicate CIs is the total number
of CIs in the set, minus one. The detailed graphs for a duplicate set of CIs
display all the CIs in the set.

associated.
For more details, examples, and troubleshooting information about

duplicate metric, see the CMDB Health - Duplicate Metric - algorithm
[KB0726425] knowledge base article.
Completeness
A KPI which is an aggregation of the following metrics, according to the

completeness scorecard weight settings.
Required
Measures the percentage of CIs in which fields that are defined as

mandatory, are not populated. Missing fields are tagged as incomplete
noting that for this CI some information is missing. Required fields are
equivalent to the fields that are specified as mandatory in the system
dictionary.
Recommended
Measures the percentage of CIs in which fields that are set as

recommended, are not populated. Out-of-box, no recommended fields
are specified.
You can use the Add Identifier Fields In Recommended Rules scheduled
job to set criterion attributes from active identification rules, as
recommended fields. You can use the Remove Identifier Fields In
Recommended Rules scheduled job to unset criterion attributes from
active identification rules, as recommended fields.
Compliance
Based on the results of actual CMDB audit runs.
Audit
Audit compares actual values of specified fields, against expected

values defined in template and scripted audits. Based on the Last
run date of audits, CMDB Health identifies the set of the most recent
complete audit run, and uses those audit results. To pass the CMDB
Health audit test, a CI must be in compliance with all audits for that CI.
Create a compliance-type audit, for which the results are calculated into
the CMDB Health compliance KPI.

associated.
When running scripted audits, the Last run date is not populated.
Therefore, for the compliance KPI to include the results of a scripted
audit, update the script in the audit to record the audit run time.
Relationships
Measures the health of CI relationships, consisting of the following metrics

which are not-configurable:
Duplicate relationships
Relationships that have identical parent and child CIs, identical

relationship type, and an identical port. Duplicate relationships are
displayed per relationship type. In a set of duplicate relationships, the
duplicate relationship count is the total number of duplicate relationships
in the set, minus one. The detailed graphs for a duplicate set of
relationships display all the relationships in the set.
Orphan relationships
A relationship that is missing either a parent CI, a child CI, or both.
Stale relationships
A relationship in which the parent CI or the child CI is a stale CI.
A single relationship can fail more than one health test. For example, a
duplicate relationship can also be stale.
Also reports the following relationship-related summaries:
• Relations not compliant with suggested relations
• Relations not compliant with containment rules
• Relations not compliant with hosting rules
Related tasks
• View CI health

associated.
• Configure KPI and metrics aggregation preferences
• Configure CMDB Health scorecard thresholds
Related concepts
Related reference
• CMDB Health system properties
CMDB Health dashboards

CMDB dashboards display CMDB health reports and let you configure the
CMDB health KPIs and metrics that CIs are evaluated for.
Dashboard Use
Main CMDB health dashboard:
• Overall CMDB and class

CMDB Dashboard
level aggregated CI health.
Aggregation is displayed from
Configuration > CMDB Dashboard
the metric level up to the overall
> CMDB View
CMDB level.
• Aggregated health for CI

relationships, and its metrics.

associated.
Dashboard Use
• Displays the tasks that were
generated for CIs that failed a
health test.
• Drill down for each KPI to a

detailed report of associated
metrics, broken by class.
• Manage the CMDB Health

Dashboard jobs.
Video: CMDB Health dashboard
Health reports at the CI level:
• Pass/fail results for each metric,

CI Dashboard per CI.
<CI form> > Dashboard • Displays incidents, changes, and

other tasks affecting the CI, and
business services affected by the
CI.
Central location to manage CI

classes and to configure CMDB
health settings:
• Configure scorecard thresholds

of all KPIs and associated
metrics.
CI Class Manager
• Configure weight of KPIs and
Configuration > CI Class Manager
associated metrics in health
aggregation.
• Manage rules and definitions

that are used for health tests,
such as orphan rules, audit
certificates, and recommended
fields rule.

associated.
Dashboard Use
• Explore the class hierarchy.
• Update and extend a CI class.
• Delete all records for a class.
Central location for configuring

CMDB Health settings:
• Configure CMDB Health

preferences.

CMDB Health Preferences Dashboard jobs.
• Activate and configure

Configuration > Health Preferences
weighted averages for KPIs and
metrics.
• Set the maximum failure

threshold for the KPIs.
• Configure creation of tasks for

failed CIs.
Main CMDB service health

dashboard:
• Overall service aggregated

health and detailed health for
CIs per service. Aggregation is
CMDB Service Dashboard
displayed from the metric level
Configuration > CMDB Dashboard up to the overall services level.
> Service View
• Displays the tasks that were
generated for CIs in a service
that failed a health test.


associated.
Dashboard Use
Dashboard jobs.
Main CMDB groups (whose type is

Health) dashboard:
• Overall CMDB health groups

aggregated health and detailed
health for CIs in the group.
CMDB Group View Dashboard Aggregation is displayed from
the CI level up to the overall
Configuration > CMDB Dashboard group level.
> Group View

Dashboard jobs.
Related tasks
• View CI health
Related concepts

associated.
Related reference
View CMDB health reports

The CMDB dashboard serves as a central location to view aggregated
health reports for your CMDB at a glance which helps you understand
the CMDB health status. Also, it provides functions to address health
issues, and improve CMDB health.
The CMDB dashboard requires some configuration before it can display

meaningful data. Once CMDB Health is configured and the CMDB
Health Dashboard Jobs are enabled, the dashboard displays data that
is automatically collected and calculated on a recurring schedule.
The CMDB dashboard uses the Performance Analytics framework for
dashboards and employs some of the capabilities it provides. The CMDB
dashboard is domain aware.
Using the CMDB dashboard requires the asset or itil role.
For information, see:
• Sharing responsive dashboards (Sharing), see Share a responsive

dashboard.
Note: Only users with the itil role can view a CMDB dashboard
which has been shared.
• How score cards in CMDB Health dashboards are calculated, see

CMDB Health Dashboard Score Card Explained [KB0829828].
Access and configuration

Access the CMDB dashboard by navigating to Configuration > CMDB
Dashboard > CMDB View. On the CMDB dashboard:
• Click CMDB Health Dashboard Jobs to enable and manage the jobs
that monitor and collect health data for CIs and CI relationships.
• Click the default CMDB Dashboard - CMDB View dashboard to list

additional CMDB drill-in dashboards.

associated.
The CMDB dashboard has two viewing modes. Click CI Health or

Relationship Health to toggle between them.
CMDB Health view

The CMDB Health view is the default view for the CMDB dashboard which
contains:
• Scorecards detailing the overall health of CIs in your CMDB, per health
KPI and metric
• Useful reports showing a breakdown of any duplicate, orphan, or stale

CIs by class
• Widgets that list the top 10 incident, alert, and change generating CIs
in the CMDB
All the default widgets in the CI Class view can be filtered using the
CMDB class hierarchy tree. Initially, the class hierarchy filter is set to
the root class, Configuration Item (All). Click All to select a different
class, filtering all widgets on the dashboard to display data only for the
selected class and its child classes.
In each scorecard widget, the horizontal bar in the center and

the % number are correlated, displaying the aggregated health
summary for the KPI. Health results of associated metrics are displayed
underneath, each contributing according to the configuration of the
metric scorecard, and its threshold.
Except for the Overall health scorecard, you can drill into any widget in
the CI Class view:
• In a scorecard widget: Click the large aggregated percent number or

the health bar to drill into a more detailed dashboard for that KPI.
• In a charts widget: Click a bar to display a list of all the records that the
bar represents.
• In lists: Click the ‘i’ icon to view a list of all the tasks or alerts related to
the CI.
For more details about the CMDB Health dashboard, see the CMDB
Health Dashboard Score Card Explained knowledge base article.

associated.
Relationship Health view
The Relationship Health view displays various scorecards for health

indicators of CI relationships in your CMDB. It contains charts detailing
any duplicate, orphan or stale relationships, broken down by relationship
type. You can drill down these charts for further details.
Changing the CI Class selection while in the Relationship view has no

effect on the data displayed in this view.
Color codes
Both, the CI class view and the relationship view, use color codes when
displaying aggregated health status. The status definitions are based
on each scorecard’s threshold limits that are defined in the CI Class
Manager.
Color code Definition Default threshold setting
Less than or equal to

Green Best
33
More than 33 and less

Orange At risk
than or equal to 67
Red Critical More than 67
Gray Incomplete N/A
Note: The icon is a notation that the maximum failure threshold

for the scorecard has been reached. The tests for the metric are
halted for this cycle, and all associated aggregated summaries are
0%. Review the scorecard rules which might be ineffective, or the
CMDB might be in an unstable state.
Dashboard layout configuration
The CMDB dashboard uses some of the capabilities that Performance

Analytics provides for responsive dashboards. You can, for example, add
or remove widgets from the layout.

associated.
For information about adding a widget (Add Widgets) and changing

other layout settings such as adding a tab (Create Tab) to the
dashboard, see Edit a dashboard. The drop-down that appears when
adding a widget, includes CMDB-related widgets that are used in CMDB
dashboards and other system widgets which are typically not relevant in
CMDB reports.
Domain separation
If the Domain Support — Domain Extensions Installer plugin is activated,
then the CMDB dashboard is domain aware:
• The CMDB dashboard aggregates and reports health failures and

scores based on user’s domain visibility of CIs. If domain visibility lets
a user see a CI, then the audit rule in that user’s domain applies to that
CI, whether the CI is in the user's domain or in a contained domain. If
a CI fails health tests from different user domains, then separate failure
records are created.
• Users can configure KPI and metric settings specific to the needs in
their domain. So different domains can have different settings such as
active/inactive, and thresholds.
• A child domain derives its immediate parent's domain health

configurations if the child domain does not configure its own. A child
domain can override parent's configurations by modifying them.
Related tasks
• View CI health
Related concepts

associated.
Related reference
View services health reports

The CMDB service dashboard serves as a central location to view
aggregated health reports for services at a glance. Also, it lets you
drill into a service to perform remediation actions that address health
issues, and that improve CMDB health. The CMDB service dashboard uses
the Performance Analytics framework for dashboards and employs the
capabilities it provides.
Requirements
• The Event Management and Service Mapping Core plugin must be

activated.
• Role required: asset or itil.
Configuration
The CMDB service dashboard requires some configuration before it

can display meaningful data, using the same settings as the CMDB
dashboard. The CMDB service dashboard uses the settings for the
Business Service, Manual Service, and Technical Service classes. For each
CI that is included in a service, the rule settings of its respective class are
applied. You can customize these settings in the CI Class Manager, and
on the CMDB Health Preferences page. Once CMDB Health is configured
and the CMDB Health Dashboard Jobs are enabled, the CMDB service
dashboard displays data that is automatically collected and calculated
on a recurring schedule.
Note: The CMDB service dashboard doesn’t

include all services from the Service [cmdb_ci_service]
table. Only services from the cmdb_ci_service_auto
table and its descendants (cmdb_ci_service_discovered,
cmdb_ci_service_manual, cmdb_ci_query_based_service), are
included.

associated.
The glide.cmdb.services_hierarchy_limit system property limits the

number of service CIs that appear in the CMDB service dashboard.
This limit applies to any child class of the Application Services
[cmdb_ci_service_auto] class and is set to 10,000 by default.
Domain separation
CMDB Health is domain aware. If domain separation has been activated,

then the CMDB service dashboard displays health based on data, rules,
and settings from the logged-on user domain. If rules and settings are
not defined for a child domain, then the parent’s settings are applied,
recursively.
Access
Access the CMDB service dashboard by navigating to Configuration >

CMDB Dashboard > Service View.
Report details
The CMDB service dashboard displays aggregated health for services,

and also details for individual services. For a specific service, the CMDB
service dashboard displays aggregated health for all the CIs in that
service, including the service CI itself. Also it provides useful reports about
service classes such as the Business Service class. You can drill down
those reports to display further details of duplicate, orphan, or stale CIs
per service and lists of the top 10 incident, alert, and change generating
CIs in the service.
All default widgets can be filtered using the CMDB service hierarchy tree.
Initially, the service hierarchy filter is set to Business Service. Click Business
Service to expand it and to select a different class, filtering all widgets on
the dashboard to display data only for the selected class, its child classes,
or services of that class.
In each scorecard widget, the horizontal bar in the center and the %
number are correlated, displaying the aggregated health summary for
the KPI. Health results of associated metrics are displayed underneath,
each contributing according to the weight configuration of the metric
scorecard, and its threshold.
With the exception of the Overall health scorecard, you can drill into any
widget in the service dashboard:

associated.

• In a charts widget: Click a bar to display a list of all the records that the
bar represents.
the CI.
Color codes
The CMDB service dashboard uses color codes when displaying

aggregated health status. The status definitions are based on the
threshold limits for each scorecard, defined in the CI Class Manager.

Green Best
33

Orange At risk
than or equal to 67
Gray Incomplete N/A
The icon is a notation that the maximum failure threshold for the
scorecard has been reached. The tests for the metric are halted for this
cycle, and all associated aggregated summaries display 0%.
Related tasks
• View CI health

associated.
Related concepts
Related reference
View CMDB groups health reports

The CMDB group view dashboard serves as a central location to view
aggregated health reports for CMDB groups at a glance. Also, it lets
you drill into a CMDB group to perform remediation actions that address
health issues, and that improve CMDB health. The CMDB group view
dashboard uses the Performance Analytics framework for dashboards
and employs the capabilities it provides.
Configuration
The CMDB group view dashboard requires some configuration before

it can display meaningful data, using the same settings as the CMDB
dashboard. For each CI that is included in a CMDB group, the
rule settings of its respective class are applied. You can customize
these settings in the CI Class Manager, and on the CMDB Health
Preferences page. Once CMDB Health is configured and the CMDB
Health Dashboard Jobs are enabled, the CMDB group view dashboard
displays data that is automatically collected and calculated on a
recurring schedule.
CMDB Health is domain aware. If domain separation has been activated,

then the CMDB group view dashboard displays health based on data,

associated.
rules, and settings from the logged-on user domain. If rules and settings
are not defined for a child domain, then the parent’s settings are
applied, recursively.
Role required: asset or itil.
Access
Access the CMDB group view dashboard by navigating to Configuration

> CMDB Dashboard > Group View. Then, select a CMDB group from the
CMDB Health Group List drop-down list.
Report details
For each CMDB group, the CMDB group view dashboard displays
aggregated health for all the CIs in that group. You can drill down those
reports to display further details of duplicate, orphan, or stale CIs per
CMDB group. In each scorecard widget, the horizontal bar in the center
and the % number are correlated, displaying the aggregated health
summary for the KPI. Health results of associated metrics are displayed
underneath, each contributing according to the weight configuration of
the metric scorecard, and its threshold.
With the exception of the Overall health scorecard, you can drill into any
widget in the CMDB group view dashboard:

• In a chart widget: Click a bar to display a list of all the records that the
bar represents.
the CI.
Color codes
The CMDB group view dashboard uses color codes when displaying
aggregated health status. The status definitions are based on the
threshold limits for each scorecard, defined in the CI Class Manager.

associated.

Green Best
33

Orange At risk
than or equal to 67
Gray Incomplete N/A
The icon is a notation that the maximum failure threshold for the
scorecard has been reached. The tests for the metric are halted for this
cycle, and all associated aggregated summaries display 0%.
Related tasks
• View CI health
• Configure CMDB groups scorecard thresholds
Related concepts

associated.
Related reference
View CI health
The CI dashboard is a central location displaying health report for an
individual CI, history of changes to the CI in a timeline view, and the
relation formatter. The CI dashboard also displays incidents, changes,
and other tasks affecting the CI, and business services affected by the
CI. You can access the CI dashboard from a CI form, or from the CMDB
dashboard.
Before you begin
Role required: asset or itil
About this task
The health scores are based on settings of CMDB Health KPIs and metrics.
The report is calculated in real-time from data stored in health-related
tables which the CMDB Dashboard jobs update on a recurring schedule.
The completeness and correctness KPIs are always up to date, but for
other KPIs, it is possible that updates to the CMDB are not reflected
because one of the dashboard jobs hasn’t run yet, as follows:
• Compliance: Depends on audit cycles and on the 'CMDB Health

Dashboard - Compliance Score Calculation' job.
• Relationships: Depends on the 'CMDB Health Dashboard - Correctness

Score Calculation' job.
To ensure that the latest updates to these KPIs are reflected on the CI
dashboard, navigate to the respective dashboard job, and click Execute
Now.
Procedure
1. On a CI form click Dashboard.

associated.
2. Or, navigate to CMDB Dashboard > CMDB Health and click CMDB
Dashboard - All to display the class hierarchy. Enter a search string
and then select a CI from the Configuration Items group.
The search results are grouped by Classes and Configuration Items
that match the search string.
Result
Various widgets in the report display CI's health with the following color
codes:
• Green: The CI passed the health test (for example, it is not a duplicate).
• Red: The CI failed the health test (for example, it is a duplicate)
• Grey: The CI was not tested for this metric, because the threshold was
not set for the CI (class) in the CI module.
The report displays the change history for the CI in a timeline format, that
you can zoom in or out to select a time period for which to display details
for. Use the related lists tabs Change, Incident, Task, Business Services,
and Alerts to further drill into additional details.

associated.
Note:
Missing rules or other class definitions can prevent some health scores
from being evaluated for a CI. The results in the CI dashboard in
these situations, are described below:
Duplicate
• If no identification rules ([cmdb_identifier]) are defined for the CI’s

class or its ancestors: A notification to that effect appears.
• If only dependent identification rules are defined: Not applicable

notification appears.
Orphan
• If the CI is excluded by health inclusion rules: Not applicable

• If no orphan rules ([cmdb_health_orphan_rule]) are defined for

the CI’s class or its ancestors: A notification about missing a rule
appears.
Staleness
• If the CI is excluded by health inclusion rules: Not applicable

• If no staleness rules ([cmdb_health_staleness_rule]) are defined for

the CI’s class or its ancestors: A notification about missing a rule
appears.
Audit
• If no audits ([cert_audit]) are defined for the CI (CI dashboard

checks only desired states and scripted audits): Not applicable
• If there are audits defined for the CI but the audits did not run: Not
applicable notification appears.
• Customize the CI dashboard

associated.
You can add, remove or re-arrange content on the CI dashboard to

display the CI health statistics that are important to you.
Related tasks
• Enable and configure a CMDB Health Dashboard job
Related concepts
Related reference
You can add, remove or re-arrange content on the CI dashboard to

display the CI health statistics that are important to you.
On a CI form click Dashboard and customize the CI dashboard as

follows:
• Drag a tile near its upper edge and drag it to a different location on
the dashboard to rearrange the current layout.
• Click the X in the upper right side of a widget to hide the widget.

associated.
• Click the + sign in the upper left corner of the dashboard to add
content. In the Add content dialog box, select the content to add and
the location to place it.
• Click the gear icon in a widget tile to edit widget settings such as title
and height.
• Click Reset to Default to revert to the base system settings.
View CI relationships health

View aggregated orphan, stale, and duplicate CI relationships in the
CMDB dashboard. You can configure the relationship scorecards, but
you cannot configure the underlying relationship KPI health tests.
Before you begin
The CMDB Health Dashboard - Relationship Compliance Processor

dashboard job must run to generate data for these reports.
Role required: itil or asset
About this task
CMDB Health measures CI relationship health using a separate KPI and

metrics.
Orphan relationship
A relationship that is missing parent, child, or relationship type.
Duplicate relationship
Relationships that have identical parent, child, and relationship type.
Stale relationship
A relationship in which one of the CIs is stale. For a stale CI — its

associated relationships are also stale.
In addition, the following relationship compliance reports are available:

associated.
Relationships not compliant with all relationship rules
Relationships that do not comply with any relationship governance rule,

including suggested relationships and dependent relationship rules.
Relationships not compliant with suggested relationships
Suggested CI relationships are used as rules to test if relationships comply

with specified suggested relationships.
Relationships not compliant with containment rules
Containment rules are used to test if relationships comply with specified

containment relationships.
Relationships not compliant with hosting rules
Hosting rules are used to test if relationships comply with specified hosting
relationships.
For each of the compliance reports, testing a relationship requires a rule

(suggested relationship, hosting rule, or containment rule) in which the
parent and child CI classes match the parent and child CI classes in the
tested relationship. If the relationship types in the rule and in the tested
relationship do not match, then the relationship is not in compliance. If
an applicable rule is not found, then the relationship is considered to be
in compliance. Rules apply to the classes specified in the rule, and also
to descendant classes. Therefore, when testing a relationship, rules that
apply to ascendant parents of the CIs in the tested relationship are used.
If there are multiple rules that match the parent and the child CI classes
of the tested relationship, then the tested relationship needs to satisfy
only one of these rules to be in compliance.
Procedure
1. Navigate to All > Configuration > CMDB Dashboard > CMDB View.
2. Select the Relationship Health tab.
3. Scroll to the bottom of the page to examine the relationship

compliance reports.
Report results are grouped by relationship type, and you can drill
down for further details:

associated.
• Point to a relationship type to display its label and the % of

relationships that are not in compliance.
• Click on a relationship type to drill down to a detailed list of

all the relations of that type that are not compliant. Click on a
specific relationship to display more details such as the failure
description. The Failure Description field lists only a single rule that
the relationship did not comply with, even if there are additional
rules that the relationship fails to comply with.
What to do next
For troubleshooting information, see the How to identify and delete

duplicate CMDB CI Relationship records, or ones that have orphan or
missing parent/child relationships [KB0780988] knowledge base article.
Related tasks
• View CI health
• Enable and configure a CMDB Health Dashboard job
Related concepts
Related reference

associated.
Create CMDB remediation rule

A CMDB remediation rule is associated with a task that was created
for a failed CMDB health test. A CMDB remediation rule is applied
automatically or manually to execute a remediation workflow that can,
for example, delete stale CIs.
Before you begin
You must first create and publish a remediation workflow that addresses
the CI issue, stored in the Workflow [wf_workflow] table. The workflow can
be a regular workflow, or an Orchestration workflow, and the table in the
workflow needs to match the task type in the remediation rule. Do not
configure the workflow with any filter conditions by setting If condition
matches to None, so that the filters of the CMDB remediation rule will
apply.
For more information about Flow Designer (previously Workflow), see Flow
Designer.
Procedure
1. Navigate to All > Configuration > CMDB Remediations.
2. Fill in the form.
Field Description
Name Remediation name.
Type of CMDB health-related

Task type tasks to apply the remediation
to.
Filters tasks to apply remediation

to. Also applies dot-walking on
Task filter CI fields so that remediation is
applied to tasks associated with
matching CIs.

associated.
Field Description
• Manual: Remediation is
applied manually.
Execution • Automatic: The workflow is

applied once, upon the
creation of a task that
matches the Task type and
Task filter.
Active Allowing the workflow to run.
The CMDB remediation workflow

(regular or Orchestration) that
will execute automatically or
manually, depending on the
Workflow
Execution setting. You can click
the Lookup using list icon, and
then click New to create a new
workflow.
3. Click Submit.
Result
If Execution is set to Automatic, then the business rule Run remediations

for CMDBHealth task applies the remediation workflow to CIs that match
the Task filter. If Execution is set to Manual, then you can manually apply
the remediation workflow defined in the rule.
• Apply CMDB remediation
Manually initiate a workflow to remediate a CI that failed a CMDB

health test. For example, you can remediate CIs that are orphan or
stale.
Related tasks
• View CI health

associated.
Related concepts
Related reference
Manually initiate a workflow to remediate a CI that failed a CMDB health

test. For example, you can remediate CIs that are orphan or stale.
Before you begin
To manually apply a CMDB remediation, a CMDB remediation rule must

exist, in which Execution is set to Manual.
About this task
Except for the duplicate and audit health metrics, you can choose to
create tasks for health test failures for a metric.
To remediate failures of the duplicate metric, use de-duplication tasks.
For all metrics except for audit, each CI that failed a metric test is
associated with a single task. Because a CI can fail multiple audits, a
single CI can be associated with multiple audit tasks. The first of those
tasks is in the Task field, and any additional tasks are in the Additional
Tasks field. To remediate failures of the audit metric, refer to the audit
tasks for the audits that the CI failed.

associated.
Procedure
1. Navigate to All > Configuration > CMDB Dashboard, and then click
CMDB View, Service View, or Group View.
2. Click on one of the bars in a bar chart on the page. Or, click on a
metric tile that is associated with the remediation that you want to
apply, and then in a detailed report click on a bar in a bar chart. For
example, to remediate an orphan CI, click the Completeness tile.
3. In the Task column in the CMDB Health Results list, select the task that
is associated with the CI that you want to remediate. Point to the
information icon ( ) for a result record to display the CMDB Health

Results dialog box with more details about the health test.
The CMDB Health Results list contains records only for the CIs that
failed a metric test.
Field Column
The CI associated with the test

CI
results.
Class Name The CI’s class.
Details about the reasons for the

Description
CI failing the metric test.
Time that the CI was evaluated

Last Evaluated On for the metric, and which
resulted in failure.
The CMDB Health metric

Metric
associated with this test result.
Source of the health test failure:
• CMDB Health Audit:

Source Corresponds to the
dashboard
• Cloud discovery

associated.
Field Column
The task associated with the

health test failure. For the audit
Task metric, if there are multiple
failures, then only the first task is
listed.
If there are multiple tasks related

to the audit metric, contains all
Additional Tasks
tasks other than the first which is
in the Task field.
Used internally in combination

with the To Delete field to
Active
determine the correct results set
that this failure belongs to.
Used internally in combination

with the Active field to
To Delete
determine the correct results set
that this failure belongs to.
4. On the task form, click Remediate.
5. In the Run Remediations dialog box, select the remediation rule that
you want to apply.
The list of remediation rules is based on the type of health metric
(such as orphan, stale), and on the filter defined in the rule.
6. Click Execute.
Related tasks
Components installed with CMDB Health

Several types of components are installed with CMDB Health (included
in the com.snc.cmdb plugin), such as tables, properties, and scheduled
jobs.

associated.
Maximum number of service

CIs that can appear in the
CMDB service dashboard. This
limit applies to any child class
of the Application Services
[cmdb_ci_service_auto] class.
• Type: integer
glide.cmdb.services_hierarchy_limi
t • Default: 10,000
• Range: 0-100,000

• Learn more: View services health

reports

Completeness Score Calculation completeness KPI of CMDB health.

Compliance Score Calculation compliance KPI of CMDB health.

Correctness Score Calculation correctness KPI of CMDB health.

associated.
CMDB Health Dashboard - Script for calculating the CI

Relationship Score Calculation relationships KPI of CMDB health.
Script for calculating compliance

CMDB Health Dashboard - of relationships with suggested
Relationship Compliance Processor relationships, and with hosting and
containment rules.
Sets all criterion attributes from

all active identifier entries from
all active identification rules, as
recommended fields. These added
Add Identifier Fields In recommended fields are then
Recommended Rules checked by the CMDB Health
Dashboard - Completeness Score
Calculation scheduled job when
evaluating the recommended
health metric.
Identifies any recommended field

that is a criterion attribute in any
Remove Identifier Fields In active identifier entry in any active
Recommended Rules identification rule. Then removes
the recommended setting for that
field.
Tables installed
Table Description
CMDB Health Metric Details such as if a KPI or

metric is enabled, maximum failure
[cmdb_health_metric] threshold, and other settings for all
CMDB Health Result

Results from the most recent CMDB
[cmdb_health_result] Health processing cycle.

associated.
Table Description
CMDB Health Scorecard Current and historic health scores.

Status of historic score records
[cmdb_health_scorecard] is 'Historic', and of latest score
records is 'Complete’.
CMDB Health Orphan Rule

Rules for calculating orphan
[cmdb_health_orphan_rule] records per class.
CMDB Recommended Fields

Recommended fields per class.
[cmdb_recommended_fields]
Internal table that tracks the status

of each KPI and metric that is
being processed. Includes status,
processing time, and processing
start date.
State for a KPI or metric changes
CMDB Health Metric Status from 'In Progress' to either of:
[cmdb_health_metric_status] • Complete
• MaxFailures
• Daily Processing Time Out
Processing of a timed out KPI or

metric continues on the following
day.
Internal table that tracks the

processing progress of each KPI
CMDB Health Processor Status and metric. Contains a list of tables
that are processed for each KPI
[cmdb_health_processor_status] and metric, and processing status.
Classes are processed sequentially,
changing status from Draft -> In
Progress -> Complete.

associated.
Table Description
CMDB Relationship All Rules Health

Results Stores results about relationship
health, to be used by the All
[cmdb_health_result_rel_all] Relationships report.
CMDB Health process tracking

Use the following information to track and resolve issues with the CMDB
Health processes.
Logging
By default, only error messages are logged to the syslog table,

with the source name CmdbHealth. To enable logging of 'info'
and 'warning' messages (which are typically logged at the start
and end of each processing cycle), update the system property
glide.cmdb.logger.use_syslog.CMDBHealth. For information about using
this property, see CMDB Health system properties.
Processing status
If scheduled jobs are enabled, but data is not displaying on the CMDB
dashboard, you can check the processing status in the CMDB Health
Metric Status [cmdb_health_metric_status] table. Depending on the
status of the inactive metric, decide how to proceed.
Initially, the state of all metrics is 'In Progress'.
Possible final states of a metric:
Complete
All classes are processed and the number of failures is under the
maximum failures threshold.
Max Failures
The number of failures for this metric reached the maximum failures
threshold. Processing has been aborted and will start over in the next
run.

associated.
Daily Time Out Pause
The processor reached the processing time limit. Processing is paused

and will resume in the next run.
At the end of a processing cycle, the final state of a KPI depends on the
final state of its associated metrics. Possible final state of a KPI:
Complete
All associated metrics are in Complete state and score calculation is

complete.
Incomplete
Score is not calculated because one of the associated metrics reached

its maximum failure thresholds.
Daily Time Out Pause
Timed out because one of the associated metrics has reached its
processing time limit.
Processing time
If processing of a metric times out, you can find out which class takes too
long to process. Use this information to find out if any validation rules are
weak.
The progress of each metric is tracked in the CMDB Health Processor

Status table [cmdb_health_processor_status]. Status for classes that have
been processed for a metric is Complete, and for classes that are yet to
be processed is Draft. By looking at the update time for each class, you
can calculate the length of processing time for each class.
Orphan records due to broken hierarchy
Orphan rules might detect an orphan CI, which you are not able to
access and delete. Or, there might be a mismatch between the list view
that displays the orphan records, and the total number of records. These
findings are due to records being deleted in the database from only one
table in the CMDB hierarchy.

associated.
These CI records are not accessible via GlideRecord and must be

deleted directly from the database. Therefore, in this case, to delete an
orphan CI from the database you must contact Support to get help.
Orphan test results provide the details of where exactly the hierarchy
is broken. For example, the message "This cmdb_ci_linux_server
CI [91054fc24f22520053d6e1d18110c713] is missing record in
cmdb_ci_computer table" means that a record of that sys_id must be
deleted from the CMDB, cmdb_ci, cmdb_ci_hardware, cmdb_ci_server,
and the cmdb_ci_linux_server tables (the Computer class is between the
Hardware and the Server classes in the hierarchy.)
Scripted audits Skipped
An error message is logged if the results from a scripted audit are not
included in the compliance KPI. The reason can be that the script in the
audit was not updated to populate its Last ran date field. Without a Last
ran date value, CMDB Health is unable to identify these run results as part
of a recent complete audit run, and skips those results.
• CMDB Health process status: failure threshold reached
The CMDB dashboard displays the string ‘failure threshold reached'

when the number of CIs that are failing the metric tests, reaches the
failure threshold set for the metric.
• CMDB Health process status: incomplete score
The CMDB dashboard displays the string 'incomplete score' for a metric
when it fails to calculate the score for the metric.
Related tasks
• View CI health
Related concepts

associated.
Related reference
The CMDB dashboard displays the string ‘failure threshold reached' when
the number of CIs that are failing the metric tests, reaches the failure
threshold set for the metric.
CMDB Health stops processing for this metric in the current cycle, and
therefore there is no aggregated health score for the metric. Processing
will be attempted again in the next cycle. Also, status in the CMDB Health
Metric Status [cmdb_health_metric_status] table is set to Max Failures for
this metric.
When the health score of a metric cannot be evaluated, then the

processing status of the respective KPI (for example, correctness) is set to
Incomplete. The CMDB dashboard displays the string Incomplete score
for the respective KPI and for the CMDB Health overall score. Also,
aggregated health scores for the metric are not available for any class in
the CMDB hierarchy.
Review and adjust the following definitions as needed:
• Review and refine the rules defined for the metric which has reached
max failures. If a rule associated with the metric is too generic, resulting
in large number of failures, attempt to refine it as follows:
Completeness:
Review the mandatory fields for the associated classes and remove
those that aren't critical for the health score. Also, review the
recommended fields that are causing failures and remove those that
aren't critical for the health score.

associated.
For more information see Set a CI attribute to be mandatory and Set

a CI field to be recommended.
Compliance:
Review the audit failures from the audit jobs and adjust the audits
to reduce the number of failures. For more information, see CMDB
Health KPIs and metrics.
Correctness:
• Orphan: Review the orphan rules and adjust them to remove

excessive orphan failures. For more information, see Create or edit a
CMDB Health orphan rule.
• Staleness: Review the effective duration for the classes that are
causing failures and adjust the duration to reduce the number of
failures. For more information, see Create or edit a CMDB Health
staleness rule.
• Duplicate: Review the de-duplication tasks and remediate the tasks

to remove duplicate CIs and to avoid creating failure records. For
more information, see Remediate a de-duplication task.
• Increase the failure threshold for the metric that is failing and check
if processing for this metric completes successfully in the next cycle.
Increasing the failure threshold beyond 500K might reduce overall
performance.
The CMDB dashboard displays the string 'incomplete score' for a metric
when it fails to calculate the score for the metric.
'Incomplete score' is displayed when:
• The number of CIs that are failing the tests of one of its sub-metric,
reaches the failure threshold set for the metric. In this situation,
the processing status for the respective parent metric (for example,
correctness) is set to 'incomplete' in the CMDB Health Metric Status
[cmdb_health_metric_status] table. Processing for the failing metric in
the current cycle stops, and therefore there are no aggregated health

associated.
scores for the sub-metric, the parent parent metric, or the overall CMDB
Health.
To remediate, you need to resolve the underlying cause of CIs failing

the sub-metric tests. See CMDB Health process status: failure threshold
reached for more information about resolving the failures of the sub-
metric.
• An error is encountered while processing the sub-metric.
To remediate, examine the system logs to determine the cause of

the error. After fixing the cause of the problem, restart processing by
manually executing the respective parent metric dashboard job.
CI Class Manager
Use the CI Class Manager to centrally view, create, or edit basic class
definitions, and class settings for identification, reconciliation, and CMDB
Health. To access the CI Class Manager, navigate to All > Configuration >
CI Class Manager.
Note: CI Class Manager doesn't support working with non-CMDB

tables. For more details, see IRE support for non-CMDB tables.
Class Basics
CMDB Health IRE
• Create a class
• Create a • Identification:
• View class basic compliance audit
• CI identification
information
• Create a rules
• Class columns certification filter
• Identification
• Add a suggested • Create a inclusion rules
relationship certification
• Reconciliation:
template
• Display all CIs for a
• CI reconciliation
class • CMDB Health orphan
rules
rule
• Dependency Views
• Data refresh rules
map icons for a class • CMDB Health
staleness rules • Dependencies:
• Delete CIs

associated.
• Set a CI field to be
recommended
• Set a CI attribute to Dependent

• Update the list
be mandatory relationship rules
of classes in the
(hosting and
Principal Class filter
• CMDB health containment)
scorecard thresholds
• Health inclusion rules
Service Mapping
• Entry point types for

Service Mapping
• CI types for
Service Mapping
and Discovery
CMDB CI Lifecycle Management (legacy)

From the time of its creation to the time that it is no longer needed,
a CMDB CI would typically transition through several operational states
while undergoing various operations. CI LIfecycle Management provides
the mechanism to define states and actions for a CI and lets you apply
appropriate actions based on a CI's state to tailor the management of CI
lifecycle to business needs.
The CMDB Data Manager is now a more comprehensive and integrated

solution for managing CI life cycle operations such as deletion and
archival, in bulk. For information about the CMDB Data Manager, see
CMDB Data Manager.
Terms associated with CI Lifecycle Management:
Operational states
A set of states that a CI can be at such as 'Operational' or 'Repair in

Progress'. A CI can be associated with only a single operational state
at any given time. The choices for operational states are based on

associated.
the operational_status field in the [cmdb_ci] table. There are several

operational states that are defined in the base system such as 'Retired'
and 'Repair in Progress'. You can modify this list to reflect operational
states that are relevant in your business.
Note: By default, Service Mapping is configured to ignore all host
CIs for which the value of Operational status [operational_status]
is not 1 (Operational) or the value of status [install_status] is
100 (absent). For additional information about this behavior, see
Preparing customized ServiceNow deployments to work with Service
Mapping [KB0647574] in the HI Knowledge Base.
CI Lifecycle Management allows multiple operators and automations
to simultaneously set different operational states of a CI. Since a CI
cannot be associated with multiple operational states, it is important to
configure each operational state with a priority. These priorities are then
used in such situation to determine which of the operational states is the
cumulative operational state.
CI actions
A set of actions that can be applied to a CI during its lifetime. You can
define CI actions that are relevant in your business.
Compatible CI Actions
CI Lifecycle Management allows a CI to have multiple active CI

actions simultaneously, however they must be specifically defined as
compatible. By default, there are no two actions for a CI that are
compatible with each other. You can change this behavior by specifying
pairs of actions that are compatible and thus allowed to be applied
simultaneously to a CI. For example, you can specify that the ‘Patching’
and the ‘Provisioning’ CI actions are compatible making it possible to
apply both simultaneously to a CI.
Not Allowed CI Actions
By default, any CI action can be applied to any CI. You can restrict this
behavior by defining a rule that an action is not allowed for a CI when
it is in a specific operational state. For example, you can define a Not
Allowed CI Action in which it is not allowed to apply the 'Provisioning'
action to a Linux Server that is in a 'Non-Operational' state.

associated.
Not Allowed Operational Transitions
By default, transitions are allowed from any operational state to another.

You can restrict this behavior by defining a rule that for a specified CI, a
transition from a certain operational state to another operational state is
not allowed. For example, you can define that for a Linux Server it is not
allowed to transition from 'Repair in progress' to 'Non-Operational'.
Requestor
A requestor can be a workflow or a non-workflow operator that is trying

to set operational states and apply CI actions. Each requestor has an
associated requestor ID that is a GUID and that can be an active
workflow context or a non-workflow registered operator ID.
Lease time
A time period that each requestor (especially non-workflow operators)

can provide, during which a specified CI action is allowed to be active
for a specified CI.
CMDB CI Lifecycle Management provides a set of APIs to manage CI

operational states and CI actions. And the UI where you define a set of
rules to restrict certain operational state transitions and to restrict actions
based on operational states. It also provides a mechanism to audit CI
operational state and CI actions during the entire CI lifecycle.
Providers such as automation, workflows, or Change Management

can use CI Lifecycle Management as a mechanism to manage CI
operational states and apply CI actions. By default, the behavior of CI
Lifecycle Management has no restrictions on some operations, and full
restrictions on other operations. The CI Lifecycle Management UI lets
you modify this default behavior by specifying Not Allowed CI Actions,
Compatible CI Actions, and Not Allowed Operational Transitions that
restricts some operations and enables for others.
With CI Lifecycle Management you can:
• Manage CI operational states and CI actions throughout the entire CI

lifecycle.
• Manage CI operational state transitions.
• Restrict certain operational state transitions.

associated.
• Associate certain actions for certain CI types that are in specific

operational state.
• Restrict IT Service Management applications based on CI operational

state.
• Audit CI operational states and CI actions during the entire CI lifecycle.
Lifecycle management APIs
CI Lifecycle Management provides a set of APIs to manage CI

operational state and CI actions during the entire CI lifecycle. All
restrictions and allowances specified by rules in the UI are enforced
when state management APIs run, and if an API attempts to perform
a restricted operation, the operation is blocked and an error is logged.
Registering requestors
When using the lifecycle management APIs to apply CI actions,

requestors are required to be registered and to obtain a requestor ID
which is unique within the lifecycle management tables. To register
and to obtain a requestor ID, non-workflow users should call the
registerOperator API. Workflow users can use the active Workflow
context as the requestor ID, and they do not need to explicitly call
registerOperator.
After completing the CI lifecycle operations, the requestor should call the
unregisterOperator API to unregister. All the state management records
associated with that specific requestor ID are then marked as inactive or
they are removed by the CI Lifecycle Management — Restore Internal
State Management Tables scheduled job.
Integration with Incident Management and Problem Management
A base instance includes the pre-defined CI action CreateTask used for

creating a task for a CI. New instances have a pre-defined Not Allowed
CI Action, specifying that the 'CreateTask' action is not allowed for any CI
with a Retired operational state. This restriction is integrated with Incident
Management and with Problem Management to prevent the creation of
incident or problem tasks for retired CIs. The 'CreateTask' CI action is used
as a reference qualifier to the Configuration Item field of the Incident/
Problem tables. In a new incident or problem, CIs in which Operational
Status is 'Retired' — are filtered out from the Configuration Item list on

associated.
the form. For more information about reference qualifiers, see Reference
qualifiers .
Integration with Asset Management

In a base system, a CI's Operational Status field and the Status/Hardware
Status (if its hardware) fields are kept synchronized if one of the two fields'
values is Retired. When Operational Status of a CI is set to Retired, then
the Status/Hardware Status field is automatically set to Retired. In the
opposite direction, when the Status/Hardware Status field of a CI is set to
Retired, Operational Status is automatically set to Retired too.
• When an Operational Status field changes from Retired to another

status, the CI’s Status/Hardware Status field is set to Installed.
When a CI’s Status/Hardware Status field changes from Retired to

another status, the Operational Status field is automatically set to Non-
Operational.
The change of state from 'Retired' to another state is seldom, and by

default, the state is changed to 'Non-Operational'. However, this might
not be the intended state for the record. Therefore, it important that
administrators review and manage the state appropriately in this case.
Whenever CI’s Status/Hardware Status changes, it is synchronized to the

CI’s corresponding Asset State field, and vice versa — keeping the CI’s
Operational Status and the CI’s corresponding Asset State synchronized.
For more information about mapping Asset State and Substate fields to
a CI's Status/Hardware Status (if its hardware) field, see Map asset state
and CI hardware status. And for more information about retiring assets,
see Retire assets.
• Get started with CI Lifecycle Management
Follow these high level steps to get started and to track activities of the
CI Lifecycle Management module of the CMDB application.
• Lifecycle management APIs
CI Lifecycle Management provides a set of state management APIs for

manipulating CI operational states, and applying CI actions.

associated.
• Components installed by CI Lifecycle Management
Several types of components are installed by CI Lifecycle Management

(included in the com.snc.cmdb plugin), including tables, scheduled
jobs, and properties.
• Activate the CI Lifecycle Management scheduled job
When starting to use the CI Lifecycle Management module, ensure

to activate the CI Lifecycle Management - Restore Internal State
Management Tables scheduled job which is disabled by default. This
scheduled job continuously checks and maintains the data integrity of
all internal CI Lifecycle Management tables.
• Define a CI action
Define a CI Lifecycle Management CI action that can be later applied

to CIs.
• Define compatible CI actions
Allow a CMDB CI Lifecycle Management operation in which two

specified CI actions can be applied simultaneously to a CI.
• Define a not-allowed CI action
Define a restriction for CI Lifecycle Management in which a specified

action is not allowed for a CI that is in a specified operational state.
• Set priority for an operational state
CI Lifecycle Management allows multiple operators or automations

to simultaneously set different operational states for a CI. A CI can
have only a single operational state, so in this case, the cumulative
operational state of the CI is set to the one with the highest priority. It
is recommended that you specify a priority for each operational state
that you define so that a cumulative state can be correctly calculated.
• Define a non-allowed operational transition
Define a restriction for CI Lifecycle Management in which a specified CI

cannot transition from one operational state to another.

associated.
Get started with CI Lifecycle Management

Follow these high level steps to get started and to track activities of the CI
Lifecycle Management module of the CMDB application.
Before you begin
Role required: none
Procedure
1. Activate the base system CI Lifecycle Management - Restore Internal

State Management Tables scheduled job that continuously checks
and maintains data integrity of all internal CI Lifecycle Management
tables.
2. Define CI actions.
3. Define compatible CI actions rules.

Navigate to All > Configuration > CI Lifecycle Management > CMDB
CI Actions to display currently active/inactive CI actions in the CMDB.
4. Define not-allowed CI actions rules.
5. Define not-allowed operational state transitions rules.
6. Define new operational states by modifying the operational_status

field in the [cmdb_ci] table in the system dictionary.
Navigate to All > Configuration > CI Lifecycle Management > View
Internal Operational States to display available operational states set
by each requestor.
7. Set priority for operational states.
8. Call APIs to apply CI actions.

Navigate to All > Configuration > CI Lifecycle Management > CMDB
CI Actions to display which actions were submitted and thier active/
inactive state in the CMDB.
9. Navigate to All > Configuration > CI Lifecycle Management > View

CI State Registered Users to display currently registered operators that
were registered via the registerOperator API.

associated.
10. Review Renew Lease tasks and extend leases as needed: Navigate
to All > Configuration > CI Lifecycle Management > Renew Lease
Tasks. These tasks are created automatically by the CI Lifecycle
Management - Restore Internal State Management Tables scheduled
job for CI action records in which the lease for a valid requester
has expired. The Requestor should use the lifecycle management
API ExtendCIActionLease to extend the lease. Otherwise, if the
lease remains expired for a specified grace period, the CI Lifecycle
Management - Restore Internal State Management Tables scheduled
job marks the respective CI action record as ‘inactive'.
The grace period for expired lease time is configurable by the system
property glide.cmdb.statemgmt.max_lease_expired_days.
11. Navigate to All > Configuration > CI Lifecycle Management > State
Management Logs to display logs of CI Lifecycle Management
operations.
Lifecycle management APIs

CI Lifecycle Management provides a set of state management APIs for
manipulating CI operational states, and applying CI actions.
State management APIs adhere to restrictions and allowances specified

by Not Allowed CI Actions, Compatible CI Actions, and Not Allowed
Operational Transitions. If an API attempts to perform a restricted
operation, the operation is blocked, an error is logged, and a task is
automatically created if appropriate.
Lifecycle management APIs can set operational states and CI actions to

CMDB groups by utilizing lifecycle management bulk APIs.
Registration APIs
• registerOperator() - Method to register operator with state

management for non-workflow user.
• unregisterOperator(String requestorId) - Method to unregister operator

for non-workflow users.
• isValidRequestor(String requestorId) - Method to determine if the

specified requestor is a valid active workflow user or a registered user.
• isLeaseExpired(String requestorId, String ciSysId, String ciActionName) -

Method to check if registered user lease expired.

associated.
• extendCIActionLease(String requestorId, String ciSysId, String

ciActionName, String leaseTime) - Method to extend CI Action Lease
time, for registered users. If previous lease already expired, extend lease
from now.
Operational State APIs
• setBulkCIOperationalState(String requestorId, String sysIdList, String

opsLabel, String opsStateListOld) - Method to set Operational State for
an array of CIs.
• getOperationalState(String ciSysId) - Method to get CI Operational

State.
CI Actions APIs
• addBulkCIAction(String requestorId, String sysIdList, String ciActionName,

String ciActionListOld, String leaseTime) - Method to add CI Action for
an array of CIs.
• removeBulkCIAction(String requestorId, String sysIdList, String

ciActionName) - Method to remove a CI Action for a list of CIs.
• getCIActions(String ciSysId) - Method to get CI Actions.
Not Allowed Action Based on Operational State API
isNotAllowedAction (String ciType, String opsLabel, String actionName)

- Method to check if a specific CI action is not allowed for specific
Operational State on a CI Type.
Not Allowed Operational State Transition API
isNotAllowedOpsTransition(String ciType, String opsLabel, String

transitionOpsLabel) - Method to check if specific operational state
transition is not allowed on a CI Type.
Compatible Action API
isCompatibleCIAction(String actionName, String otherActionName)-

Method to check if two specific actions are compatible with each other.

associated.
Example: Using state management APIs
// 1. Register Operator with State Mgmt

var output = SNC.StateManagementScriptableApi.registerOpe
rator();
var jsonUntil = new JSON();
var result = jsonUntil.decode(output);
var requestorId = result.requestorId;
// Get list of sys_ids to update

var sys_ids;
// 2. Set list of sys_ids's Operational State to 'Repair

in Progress'
output = SNC.StateManagementScriptableApi.setBulkCIOperat
ionalState(requestorId, sys_ids,'Repair in Progress');
gs.print(output);
// 3. Set list of sys_ids's CI Action State to 'Patching'

output = SNC.StateManagementScriptableApi.addBulkCIAction
(requestorId, sys_ids, 'Patching');
gs.print(output);
Components installed by CI Lifecycle Management

Several types of components are installed by CI Lifecycle Management
(included in the com.snc.cmdb plugin), including tables, scheduled jobs,
and properties.
Continuously checks and
- Restore Internal State
maintains the data integrity of all
Management Tables

associated.

internal CI Lifecycle Management
tables.
Updates CIs Life cycle stage and

Update life cycle from legacy Life cycle status fields when legacy
status fields change.
Updates CIs legacy status fields

Update legacy from CSDM”
when life cycle changes.
Tables installed
Table Description
All currently active registered

CI State Registered Users
users that were created via the
registerOperator API. You cannot
[statemgmt_register_users]
manually add new records to this
table.
CI Actions
A set of CI actions that can be
[statemgmt_ci_actions] applied to a CI during its lifetime.
CMDB CI Actions Active/inactive CI actions set by

a specific requestor for a specific
[statemgmt_cmdb_actions] CI. You cannot manually add new
records to this table.
Compatible CI Actions Set of rules that define pairs of

CI actions that are compatible
[statemgmt_compat_actions] for a CI and can be applied
simultaneously.
Not Allowed CI Actions Set of rules that define specific

actions that are not allowed
[statemgmt_not_allow_actions] for a CI when its in a specific
operational state.

associated.
Table Description
Internal Operational States Internal operational states set by

a specific active requestor for a
[statemgmt_ops_state] specific CI. You cannot manually
add new records to this table.
Set of tasks that were

Renew Lease Task
automatically created to renew
the lease of CI actions whose lease
[statemgmt_renew_lease_task]
has expired. You cannot manually
add new records to this table.
Priorities of operational states

Operational State Priorities
which determine precedence
when multiple operational states
[statemgmt_ops_state_pri]
are set for same CIs by different
requestors.
Not Allowed Operational

Transitions Set of rules that define specific
operational state transitions that
[statemgmt_not_allow_ops] are not allowed.
Maximum number of days that

lease expiration can be set with for
CI Actions.
glide.cmdb.statemgmt.max_lease • Type: integer

_expired_days


associated.
Maximum number of CIs that

CI Lifecycle Management can
process in a bulk update
operation.
glide.cmdb.statemgmt.max_bulk_ • Type: integer

count

Activate the CI Lifecycle Management scheduled job

When starting to use the CI Lifecycle Management module, ensure
to activate the CI Lifecycle Management - Restore Internal State
Management Tables scheduled job which is disabled by default. This
scheduled job continuously checks and maintains the data integrity of all
internal CI Lifecycle Management tables.
Before you begin
Role required: none
About this task
When CI Lifecycle Management operations do not complete properly,

for example due to a failure of the requestor or a requestor whose lease
has expired, the integrity of tables related to CI Lifecycle Management
might be compromised. The CI Lifecycle Management - Restore Internal
State Management Tables scheduled job scans tables related to CI
Lifecycle Management, and does the following:
• De-activates or removes all internal lifecycle management records with

invalid requestors, and closes any corresponding Renew Lease Tasks if
present.
• Detects records associated with a valid requestor whose lease has

expired, and automatically creates a Renew Lease Task to notify the

associated.
user and to provide details for extending the lease. If the requestor
takes no action and the lease remains expired for a specified grace
period (default 15 days), automatically de-activates the corresponding
CI action record, and closes any corresponding Renew Lease Task if
present.
Procedure
1. Navigate to System Definition, and click Scheduled Jobs.
2. Search for the CI Lifecycle Management - Restore Internal State

Management Tables job.
3. In the respective Active column, double-click the value false, and

select true.
4. Click the Save icon.
Define a CI action
Define a CI Lifecycle Management CI action that can be later applied to
CIs.
Before you begin
Role required: none
About this task
You can view a list of all the actions that are currently applied to CIs by
navigating to Configuration and clicking CMDB CI Actions.
Procedure
1. Navigate to All > Configuration > CI Lifecycle Management > CI

Actions.
2. On the CI Actions page, click New. Fill in Name and Description, and
then click Submit.

associated.
Define compatible CI actions

Allow a CMDB CI Lifecycle Management operation in which two
specified CI actions can be applied simultaneously to a CI.
Before you begin
Role required: none
About this task
By default, it is not allowed to apply more than a single action to a

CI. You can change that behavior by defining pairs of CI actions as
compatible and therefore these actions can be applied simultaneously
to a CI. For example you can specify that Provisioning and Patching are
compatible CI actions, which lets you apply both to a CI at the same
time.
Procedure
1. Navigate to All > Configuration > Compatible CI Actions.
2. On the Compatible CI Actions page click New and fill out the form.
Compatible CI Actions
Field Description
First action in the compatibility

Action
actions pair.
Second action in the

Compatible Action
compatibility actions pair.
Result
An API can successfully apply the two specified actions simultaneously to

a CI.

associated.
Define a not-allowed CI action

Define a restriction for CI Lifecycle Management in which a specified
action is not allowed for a CI that is in a specified operational state.
Before you begin
Role required: none
About this task
By default, there are no restrictions in the CMDB CI Lifecycle

Management on applying CI actions. You can restrict this behavior by
not allowing a specified action to be applied to a CI when it is in a
specified operational state. For example, you can define a restriction in
which the provisioning action cannot be applied to a Linux Server that is
in a non-operational state.
Procedure
1. Navigate to All > Configuration > CI Lifecycle Management > Not

Allowed CI Actions.
2. Click New on the Not Allowed CI Actions page, and fill out the form.
Field Description
The action that is being

Not Allowed Action
restricted.
The CI type for which the

restriction applies to. To apply
CI Type
a rule to all CIs, select
Configuration Item.
The operational state that the CI

Operational State must be at in order to apply the
restriction.
3. Click Submit.

associated.
Result
If an API attempts to apply the specified action to the specified CIs, while
it is in the specified operational state, the operation fails and an error is
logged.
Set priority for an operational state

CI Lifecycle Management allows multiple operators or automations
to simultaneously set different operational states for a CI. A CI can
have only a single operational state, so in this case, the cumulative
operational state of the CI is set to the one with the highest priority. It
is recommended that you specify a priority for each operational state
that you define so that a cumulative state can be correctly calculated.
Before you begin
Role required: none
About this task
Procedure
1. Navigate to All > Configuration > CI Lifecycle Management >

Operational State Priority.
2. On the Operational State Priority page, click the operational state for
which you want to set or update priority.
3. Enter a Priority and click Update.

Smaller numbers represent higher priority.
Define a non-allowed operational transition

Define a restriction for CI Lifecycle Management in which a specified CI
cannot transition from one operational state to another.
Before you begin
Role required: none

associated.
About this task
By default, CI Lifecycle Management has no restrictions for transitioning

CIs from one operational state to another. You can restrict this behavior
by defining transitions that are not allowed for a specified CI. For
example, you can define a restriction on transitioning a Linux server from
non-operational state to repair in progress state.
Procedure
1. Navigate to All > Configuration > CI Lifecycle Management > Not

Allowed Operational Transitions.
2. On the Not Allowed Operational Transitions page, click New and fill
out the form.
Field Description
The CI type for which the

CI Type
restriction applies.
The CI state into which

Not Allowed Transition
transitioning is restricted.
The operational state that the CI

Operational State must be in for the restriction to
apply.
Result
If an API attempts to transition a CI that is in the specified operational

state to a state that is not allowed, the operation fails and an error is
logged.
View CMDB benchmarks

CMDB calculates several CMDB Health benchmarks which then display
in the Benchmarks dashboard. These benchmarks are based on various
CMDB Health metrics, displaying monthly averages, trends, comparisons
to industry averages of your ServiceNow peers, and global benchmarks.

associated.
Before you begin
Role required: none
The CMDB Health Dashboard jobs must be enabled and health data
must be collected. Also, navigate to Benchmarks > Setup and ensure
that the CMDB KPIs are enabled under IT Operations Management.
About this task
CMDB provides the following benchmarks:
• % of non-compliant CIs
• % of duplicate CIs
• % of stale CIs
For an instance, each of these benchmarks is the calculated monthly

average for the corresponding CMDB Health metric. Calculating a
monthly average requires that there is a metric result value for each
day of the month. Therefore, each day on which the respective Health
Dashboard job did not run, is assumed with the aggregated result from
the run that is most recent to that day. The monthly average is then
calculated based on the sum of all the daily aggregated results for the
metric in that month, divided by the number of days of the month. For a
CMDB Health Dashboard job that ran multiple times in a single day, only
the results of the last run in that day are used for the monthly average
calculation.
Note: The frequency of CMDB Health Dashboard job executions
depend on whether the job is enabled, its schedule and on manual
runs.
Global averages are based on the sum of monthly averages of all peer
instances, divided by the number of instances (aside from instances for
which the monthly average is 0).
Procedure
1. Navigate to Benchmarks > Dashboard.
2. Click the icon and select IT Operations Management.

associated.
3. Click ALL or CMDB.
4. Click on a CMDB benchmark to drill down to trend data, and other

benchmark details.
Related concepts
• CMDB Health
CMDB APIs (CMDB SDK)

Use CMDB APIs to create, update, and read operations on the CMDB.
Domain separation is supported in CMDB APIs.
CMDB APIs (CMDB SDK)

Use the following CMDB APIs to create, update, and read operations on
the CMDB:
• CMDBGroupAPI - Scoped
• CMDBTransformUtil - Global
• CMDBUtil - Global
• IdentificationEngineScriptableApi
• IdentificationEngine - Scoped
Domain separation in CMDB APIs

and access data.
CMDB APIs are used for accessing the CMDB from a script. CMDB stores
the CI and relation information; CMDB is domain separated.
CMDB APIs support the following operations:
• Create a new CI:

associated.
This operation goes through the Identification and Reconciliation

Engine which supports domain separation when creating a CI. The
domain of the caller is used for this operation.
• Update an existing CI:
This operation goes through the Identification and Reconciliation

Engine which supports domain separation when creating a CI. The
domain of the caller is used for this operation.
• Create/Delete relations:
The cmdb_rel_ci table is not domain separated.
• Query CMDB CI/Query CMDB table:
Results are filtered by the domain(s) visible to the caller.
• Query CMDB metadata table:
Metadata information is not domain separated.
Setting up domain separation for CMDB APIs
If domain separation is enabled for CMDB, then it is also available for

CMDB APIs.
Data separation
Data is stored and domain separated in CMDB. There is no additional

work needed from the CMDB API perspective.
Configuring a domain-separated environment
The configuration is done at the CMDB level.
If a domain column is present for base system application tables
See the Domain separation in CMDB Health topic.
Tenant domains and application data
There is no application-specific data to manage with CMDB.

associated.
Related concepts
Quick start tests for Configuration Management

Database (CMDB)
Validate that Configuration Management Database (CMDB) still works
after you make any configuration change such as apply an upgrade or
develop an application. Copy and customize these quick start tests to
pass when using your instance-specific data.
Configuration Management Database (CMDB) quick start tests

require activating the Configuration Management (CMDB) plugin
(com.snc.cmdb) and the CMDB - ATF Tests plugin (com.snc.cmdb.atf).
CMDB BSM: Dependency Views test suite

Test suite to check functionality of Dependency Views APIs.
Test functionality of
Dependency Views
APIs. These APIs
retrieve Dependency
CMDB BSM: Views map and
New York
Dependency Views associated map items
such as context menu
items, for a given CI
sys_id and using itil
user role.
CMDB HEALTH: CI Health Dashboard test suite

associated.
Test suite to check whether CMDB CI Health Dashboard is

functional at a basic level.
Checks whether
any CMDB Health
CMDB HEALTH: Health dashboard jobs, which
New York
Job Status were started 30 or
more days ago, are
still in progress.
Checks whether the

CI dashboard is
functional for the
recommended metric
(included in the CMDB
Health completeness
KPI).
This test validates:
• Creation of a health
inclusion rule for the
CMDB HEALTH: CMDB recommend metric.
Health Completeness/ New York
Recommended • Creation of a
recommended field
that satisfies the
health inclusion rule.
• Validate that the

health inclusion rule
is correctly applied
to a test record with
missing data in the
recommended field.
CMDB IRE: Identification Reconciliation Engine test suite

associated.
Test suite to check Identification and Reconciliation Engine

(IRE) functionality.
Validate CI identifiers
and reconciliation
CMDB IRE: IRE
definitions and check Madrid
Validation
indexes for CI
identifiers.
Check operations
on a reconciliation
rule, in CI Class
Manager, using itil
and itil_admin roles.
Operations include
CMDB IRE:
create, edit, and Paris
Reconciliation Rule
delete a reconciliation
rule.
Also, check for active

and not active setting,
and derived rules.
Check operations on
an identification rule,
in CI Class Manager,
using itil and itil_admin
roles. Operations
CMDB IRE: include create, edit,
Paris
Identification Rule and delete an
Also, check for active

and not active setting,
and derived rules.
CMDB QB: Query Builder test suite

associated.
Test suite to verify CMDB Query Builder functions such

as create query, read query, and execute query
using two related user roles - cmdb_query_builder and
cmdb_query_builder_read.
Verify that
cmdb_query_builder
CMDB QB:
user role can save
Query Builder -
queries, and access New York
cmdb_query_builder
and run all saved
Role
queries, in CMDB
Query Builder.
Verify that
cmdb_query_builder_r
CMDB QB: Query ead user role can
Builder - access and run all
New York
cmdb_query_builder_r saved queries, and
ead Role cannot save any
query, in CMDB Query
Builder.
CMDB REL: Relationship Editor and Formatter test suite

Test suite to verify functionality of Relationship Editor and
Relationship Formatter.
Check addition of
CMDB REL relations to a CI and
EDITOR:Relationship deletion of relations New York
Editor from a CI using itil user
role.
Check accuracy
CMDB REL of CI information,
FORMATTER:Relationshi relationship types, New York
p Formatter relationships,
associated records

associated.

such as change
tickets, and settings
such as CMDB
views (relationship
filters), displayed for
a specific CI in
relationship formatter
using itil user role.
CMDB SDK: SDK REST API test suite

Test suite to verify functionality of CMDB SDK Rest APIs.
CMDB SDK: Query Test querying CMDB

New York
CMDB Metadata metadata.
Test creation of a
CMDB SDK: Create a
relationship for a CI in
relation for a CI using New York
the CMDB using the
REST APIs
CMDB REST APIs.
CMDB SDK: Delete a Test deletion of a

relation for a CI using relationship for a CI New York
REST APIs using CMDB REST APIs.
CMDB SDK: Create a Test creation of a CI

New York
CI using REST API using CMDB REST APIs.
Test querying the

CMDB SDK: Query
CMDB using CMDB New York
CMDB using REST APIs
REST APIs.
CMDB SDK: Update a Test updating of a CI

New York
CI using REST APIs using CMDB REST APIs.
CMDB SDK: Query for Test querying a CI

New York
a CI using REST APIs using CMDB REST APIs.

associated.
Useful related lists in CI forms

By default, the forms that display manageable configuration items (CI)
- computers, printers, network gear, uninterruptible power supplies (UPS),
and power distribution units (PDU) - provide a number of related lists for
the form.
The following related lists are common to all forms for manageable CIs.
• Network Adapters - Displays all the NICs installed on a CI.
• CI IPs - Displays all the IP addresses on this CI:
• Computers (workstations, laptops using various macOS and Windows

operating systems)
• Windows servers
• Linux servers
• AIX servers
• Solaris servers
• Devices discovered through SNMP.
• DNS Names for CIs - Displays all the DNS names on a CI.
The IP version information appears in all IP address related lists and forms.
Note: Since all paths here click into the IP Address to DNS Names
list that associates an IP address with a DNS name, this part of the
common flow was not added to the tree structure.
Discovery source
A table called Source [sys_object_source] stores information identifying

the source of a discovery (by ServiceNow Discovery or another product),
the ID of that source, and the date/time of the last scan. To view this
information, configure a CI form and add the Sources related list.
This table is populated automatically when the Discovery plugin is

enabled.

associated.
Enterprise CMDB
The Enterprise Configuration Management Database (ECMDB) is
targeted toward businesses that want to monitor, manage, measure,
track, alert on change, and generally understand business systems
that consist of a large number of components, business, and support
personnel.
For example, a bond trading service may have multiple application, and
web servers, several databases, Linux, UNIX, and Windows servers. There
will be security products, network storage, disaster recovery procedures
and hardware, etc. that are necessary for the service to operate
properly.
The ECMDB makes it easy to either manually enter the relationships or

have them populated automatically by discovery tools. In addition to
the hardware, software, network, database, and storage areas, it is
beneficial to know which individuals or groups are responsible for the
service from both a business perspective as well as an IT perspective.
Who are the line of business users and managers? Who starts and stops
the application or its components? Who monitors the log files? Who
is in charge of backup and restore, business continuity, and disaster
recovery?
Enterprise CMDB is available with the Configuration Management (CMDB

Enterprise Edition) (com.snc.cmdb.enterprise) plugin, which is active in
the base system.
• CMDB Relationships
The ECMDB lets you easily track all relationships by relationship type.
• Enterprise Configuration Management Database (ECMDB) action icons
Any of the following icons may appear in the ECMDB lists of related
items.
• Business service tables
In the CMDB, child tables of the Service table [cmdb_ci_service] store

information about services, including application services.

associated.
CMDB Relationships
The ECMDB lets you easily track all relationships by relationship type.
The Enterprise CMDB extends the capabilities of the ServiceNow platform

CMDB in the following areas.
Extended configuration item types
• Clusters
• Database Instances (Oracle, MySQL, MSFT SQL Server)
• File Systems (Direct and network attached)
• Linux Servers
• Solaris Servers
• AIX Servers
Extended relationships
Accurate description of relationships between items, and between items

and people or groups, is important to understand the fabric of a business
service. ECMDB provides many relationship types out of the box, but it
is easy to extend the number of relationship types. Example relationship
types include the following.
• Connects to
• Depends on / Provides Service to
• Powered by / Powers
• Protected by / Protects
• Disaster Recovery Provided by / Provides Disaster Recovery for
For descriptions of some key relationships, see CI relationships in the

CMDB.

associated.
Visualization
The system can show relationships as a hierarchy using a standard

treeview, flattened, or graphically, all in a simple web interface.
Auditing
Auditing of changes to configuration items is turned on by default.
Federation
Federation of third party discovery and configuration data is supported

through Service Graph Connectors.
Configuration item modeling (product models)
Model driven configuration management allows the definition of CI

models up front that can be associated to product maintenance
lifecycles, cost centers, and support organizations, as well as provides
a means for capacity and inventory planning. By defining models
for CIs (which have a many to one relationship to the model), you
can dynamically group actual discovered or imported CIs into logical,
operational, and financial models. This facilitates an organized approach
to managing your assets (CIs) in their respective domains.
Related reference
Enterprise Configuration Management Database

(ECMDB) action icons
Any of the following icons may appear in the ECMDB lists of related items.
For currently active incidents

against this configuration item
For currently active problems

against the configuration item

associated.
For currently active changes

against the configuration item that
are not covered in the past,
current, pending changes. For
example, a request to update the
operating system on a server that
is currently in progress may display
this icon.
For changes that were

recently completed against the
configuration item. changes with
an "Actual_end_date" in the past.
For changes that are planned

soon against the configuration
item. changes with an "Actual start
date" in the future.
For currently active changes

have an "Actual start date"
For outages that were

recently completed against the
configuration item. outages with
an "end" date in the past.
For outages that are planned soon

against the configuration item.
outages with a "begin" date in the
future.
For currently active outages

have a "begin" date in the past
and no "end" date
This will only show up in the

Tree view and indicates that
a configuration item that is
downstream has at least one of
the above issues against it.

associated.
The system looks 5 calendar days in the past and 7 calendar days in the
future when looking at recent outages and changes.
Related reference
Business service tables

In the CMDB, child tables of the Service table [cmdb_ci_service] store
information about services, including application services.
An application service is work or goods that are supported by an IT

infrastructure. For example, delivering email service to an employee
can require services such as email servers, web servers, and the work
to configure the user's account. An application service management
map graphically displays the configuration items (CI) that support an
application service and the relationships between the CIs.
For information on some other CMDB tables, see CMDB schema model.
Key fields in the Service table
Field Description
The importance of this service to

the business. This field can be used
to determine disaster recovery
strategies for this service. Default
options are:
Business criticality • 1 - most critical
• 2 - somewhat critical
• 3 - less critical
• 4 - not critical

associated.
Field Description
A reference to the Agreement [sla]

SLA
table.
Designates the type of the service.
• Application Service (For more

information, see Application
services)
• Technical Service (For more

information, see Application
services and Populate an
application service using the
Dynamic CI Group method)
Service classification
• Service Offering (For more
information, see Service Portfolio
Management service offerings)
• Shared Service (For more

information, see IT shared
services)
• Billable Service (To represents a

service that is billed, or that is
cost managed)
Designates how this service is used.

Default options are:
• Production
• Staging
Used for
• QA
• Test
• Development
• Demonstration

associated.
Field Description
• Training
• Disaster Recovery
The users that this service supports.
Users supported A reference to the Group

[sys_users_group] table.
Use this field for your own

Version
versioning processes.
The Service Configuration Item Association table
The Service Configuration Item Association table [svc_ci_assoc] binds

an application service and a CI to track which CIs are part of each
The Service Configuration Item Association table
Field Description
A reference to the Configuration

Configuration Item Id
Item [cmdb_ci] table.
A reference to the Service

Service Id
[cmdb_ci_service] table.
Related reference
Table form views

When you view a table definition form, you can open the context menu,
and select a form view in which to display the table. The default view for

associated.
a table is the Default view. For any class that is an extension of the CMDB
table, you can select the CI Definition view which provides additional
access to related tables and information.
The CI Definition form view is a centralized location from which you

can configure and view a table. In addition to the information that the
default view displays, the CI Definition form view provides the following
controls.
Control Description
View and create new NG-BSM

Icon tab
icons for CI types
CI Identifier tab View and create new CI identifiers
View and create new data source

Reconciliation Definitions tab
definitions
Inclusion related link Links to the Metadata Editor
To access these additional controls on the CI Definition form view, you

need to first create a new table that is derived from the CMDB table, and
then view it using the CI Definition form.
Related tasks
Platform Analytics Solution for Configuration

Management (CMDB)
Platform Analytics Solutions contain preconfigured dashboards. These
dashboards contain actionable data visualizations that help you improve
your business processes and practices.
Use the Platform Analytics widgets on the dashboard to visualize data

over time, analyze your business processes, and identify areas of
improvement. With Platform Analytics Solutions, you can get value from

associated.
Performance Analytics for your application with minimal setup. You can
always create your own objects as well.
Important: Set up and test Platform Analytics Solutions on a non-
production instance before enabling them in production.
To enable the solutions for Configuration Management (CMDB), an

admin can navigate to Performance Analytics > Guided Setup. Click Get
Started then scroll to the section for Configuration Management (CMDB).
The guided setup takes you through the entire setup and configuration
process.
Common Service Data Model

The CSDM is the data framework that you follow when you set up
ServiceNow products and applications. You adhere to the CSDM
guidelines when you define configuration items (CIs) and relationships
between CIs in the CMDB. This process ensures that your data resides in
the appropriate CMDB tables for maximum value from your Now Platform
applications.
About the CSDM

The CSDM is the data model standard for all products that use the
Configuration Management Database (CMDB).
• The CSDM guidelines ensure unified data access for Now Platform
products.
• The CSDM gives you clear direct prescriptive guidelines for service
modeling within the CMDB.
• CSDM terms and definitions ensure consistent and accurate service

reporting.
• The CSDM data model supports multiple configuration strategies and

includes guidelines for using base-system tables and relationships.
• You can use the CMDB query builder to create reports showing CMDB
configuration items (CIs) and their relationships.
You will find additional information about the CSDM on the Community
Forum. Also, see CSDM in a nutshell. View the full list of CSDM and data
foundation videos.

associated.
Expert guidance to assess and improve your CSDM

implementation — the CSDM Assessment
The CSDM Assessment provides Impact Customers with leading practices

and prescriptive guidance on the CSDM and how it supports processes
on the Now Platform. To help your organization plan for and implement
CSDM, the assessment includes interactions with ServiceNow CSDM
experts and personalized content. See Common Service Data Model
(CSDM) Assessment.
CSDM documentation
Implement the framework

Explore
CSDM in a nutshell
Exploring the CSDM framework
View the full list of CSDM and

data foundation videos. Implementing the CSDM framework
in stages
CSDM hub in the ServiceNow
Community
Manage the framework
Reference
CSDM reference
Managing the CSDM framework

associated.
Applying the CSDM guidelines to

your product
Key principles that guided the design and development of the

CSDM framework
The framework is intended to help you avoid errors in implementation
and to ensure that your Now Platform products generate accurate,
complete, and consistent reports. The following principles guided the
development of the CSDM framework.
Use simplified concepts
Represent concepts in a simple, distinct manner to eliminate duplicates

and confusion over data sources.
Design for reporting and analytics
A prime objective of CSDM is to support consistent analysis.
Prescribe the data relationships
Tell users in a clear direct way which relationships and references to use
to link CSDM tables.
Share the data model across products
The CSDM identifies a data model that is shared across products to

simplify concepts and collaboration. Collaborating with other product
teams achieves the best shared design.
Use clear definitions
Use agreed-upon CSDM definitions wherever a table, reference, or

attribute is used.
Share base-system tables
zBoot must provide shared base-system CSDM tables by default.
Consistent data integrations
To ensure data integrity, use prescribed technologies when integrating

external data sources

associated.
Speed adoption
For each new release, provide automation and guidance for CSDM that
accelerates upgrading and minimizes issues.
Enable data governance and process
The presence of data within the model provides little value without
governance and effective process to manage the truth and validity of
the data.
Provide practical user documentation
(The content that you’re viewing now) Each product team that
references CSDM objects should provide documented guidance on use
and/or value of the objects.
• Exploring the CSDM framework
Learn more about the CSDM.
• Implementing the CSDM framework in stages
Following the CSDM framework ensures that you meet your primary
goal of consistent accuracy in reporting and analytics so you can
effectively manage your digital environment.
• Managing the CSDM framework
between CIs in the CMDB. This process ensures that your data resides
in the appropriate CMDB tables for maximum value from your Now
Platform applications.
• Applying the CSDM guidelines to your product
The "Product view" topics describe how several ServiceNow products

benefit from your use of the Common Service Data Model (CSDM)
framework.
• CSDM reference

associated.
The following sections show the terms, tables, and relationships in the
CSDM.
Exploring the CSDM framework

Learn more about the CSDM.
CSDM overview
applications.
Join the ServiceNow CSDM Community to learn more.
Definitions of CSDM terms
See CSDM terms.
CSDM conceptual model
This illustration identifies each CSDM domain and the several roles and
user types that work together to manage your ServiceNow applications
and services. Each domain is associated with one or more products,
services, or service types.
See Common Service Data Model — conceptual model for a full

description.

associated.
CSDM benefits
Benefit Value and associated features
Identify insights from operational activities

related to services (visualize aggregated
Rationalization — information across all your services and
Determine how well an supporting operations).
enterprise application is
performing Application Portfolio Management (APM)
and IT Business Management (ITBM)
Prioritize critical events based on service-

related information.
Outage reduction —
Identify affected business
IT Service Management (ITSM) and Event
services quickly
Management

associated.
Benefit Value and associated features
Understand Services, their makeup and

Reporting — Consistent
accountabilities.
and reliable information
about your services and
IT Service Management (ITSM)
digital products
Understand Service Health (availability,

CSAT, Performance, Vulnerabilities, IPC
Alignment — Align business
stats)
processes to reduce risk
and assure compliance
Governance, Risk, and Compliance (GRC)
CSDM videos in the ServiceNow Community
View the full list of CSDM and data foundation videos.
Selected videos:
Data Foundations dashboards for CSDM and CMDB
CSDM in a nutshell
CSDM 4.0 What's New
CSDM V4: Product and life cycle discussion
Application service types
Ask the Expert: ITSM Common Services Data Model (CSDM)
Technical service vs. Business service
Digital Portfolio Management
CSDM Technical service — Deep dive
CSDM V4 and APM
CSDM V4 and Service Builder
CSDM Example Series: Platforms

associated.
CSDM Example Series: Microservices
CSDM Example Series: Shared tech and client compute services
CSDM / CMDB discussion: Extending the CMDB and support for the full life
cycle
Creating a report on Business Critical Application Services using CMDB

Query Builder
TechTalk: Build a rock solid digital foundation (CMDB) with ITOM Visibility
— Deep dive
Digital Product and CSDM
End-to-end cloud app creation and management
Assignment, change, support and managed by groups in CSDM
ServiceNow Epic Council April 23 2021
How Change Management leverages the CSDM
• Common Service Data Model — conceptual model
between CIs in the CMDB. This process ensures that your data resides
in the appropriate CMDB tables for maximum value from your Now
Platform applications.
Common Service Data Model — conceptual model

applications.

associated.
CSDM domains: Overview
This illustration of the CSDM conceptual model describes the CSDM

domains at a high level.
CSDM domains: Details
Each domain is associated with one or more products, services, or service

types, each of which you can extend as needed. Every box in the
diagram (except Request Catalog Item) represents CIs in the CMDB.
Roles and user types appear next to their area of responsibility.

associated.
• The Foundation domain involves tables that contain base data that is
referenced from or to objects in the other CSDM domains. Foundation
data is required before you can use ServiceNow products or add data
to the CMDB. See Foundation domain of the CSDM framework
• The Design domain supports the design and planning of digital

products. CIs in the Design domain aren’t operational, so you can’t
select them for Incident Management, Problem Management, or
Change Management. Enterprise architects and application owners
are the typical users of tables in this domain. See Design domain of the
CSDM framework.
• The Build domain involves the tables that are used in the build
effort (systems development life cycle — SDLC or Agile Development)
of digital products like DevOps. The tables represent the logical
development details of the enterprise applications to be deployed and
used by the business. See Build domain of the CSDM framework.
• The Manage Technical Services domain involves the tables used by

IT Operations Management (ITOM) products such as Service Mapping

associated.
and Discovery. See Manage Technical Services domain of the CSDM

framework.
• The Sell/Consume domain involves the tables used by Service

Portfolio Management (Service Portfolio Management) and Customer
Service Management (CSM). See Sell/Consume domain of the CSDM
framework.
• The Manage Portfolio domain is a layer on top of the CSDM conceptual

model that interacts with the other CSDM domains. The typical user,
a service owner, might be responsible for services in more than one
domain. See Manage Portfolio domain of the CSDM framework.
Services and service types
A service enables you to achieve the outcomes that you want with
minimal risks and without incurring costs. This definition is consistent with
the base definition of “service” in ITIL v3 and IT4IT. Services typically have
three components: the interaction, the offering, and the service system.
The Now Platform includes the following base-system service types that
you can extend to align with the service types in your organization.
Application services (Application Service table [cmdb_ci_service_auto])
Application services are logical representations of a deployed

application stack. Because application services are logical in nature,
they should use the Logical life cycle states. Application services follow
the same life cycle guidance as any other logical CI.
• An application service is an operational CI and a unique instance of an

application.
• Used in Incident, Problem, and Change.
• Can be created for each region and each environment

(Development, QA, and Production).
• Can be created via manual mapping, service mapping with entry

point, and dynamic query.
For more information about leaf nodes and structured hierarchies, see
Design domain of the CSDM framework.

associated.
Business services (cmdb_ci_service_business)
A business service is a service type that is published to business users. A

business service typically implements one or more business capabilities.
Usually, business users order business services. Business users can select
the desired offering and service commitment levels via the Service
Catalog. For example, procurement, shipping, and finance.
• A business service is an operational CI.
• A business service must be a one-level service and not a hierarchy of

business services.
• A business service can be used for impact in Incident, Problem, and

Change and for approvals for Change.
• A business service must be focused on the consumer or seller.
Technical services (cmdb_ci_service_technical)
Technical services are the systems associated with the admins of CIs
in the Manage Technical Services domain: Application service owners,
Technical service owners, and Technology service owners). Technical
services are typically lower-level leaf nodes of one or more business
services or application services in a structured hierarchy.
• Technical services are operational CIs.
• A technical service must be a one-level service and not a hierarchy of

technical services.
• Technical services are used for impact in Incident, Problem, and

Change. Also used for approvals for Change.
• Technical services must be provider-focused and include the

technology provided for the business to consume or sell.
CSDM terms
Playlist of all CSDM and data foundation videos
CSDM in a nutshell

associated.
CSDM V4: What's New
Ask the Expert: ITSM Common Services Data Model (CSDM)
CSDM V4 and APM
CSDM Example Series: Platforms
cycle

Query Builder
TechTalk: Build a rock solid digital foundation (CMDB) with ITOM Visibility
— Deep dive
Digital Product and CSDM
Assignment, change, support and managed by groups in CSDM
ServiceNow Epic Council April 23 2021
How Change Management leverages the CSDM

associated.
• Foundation domain of the CSDM framework
The Foundation domain involves tables that contain base data that is
data is required before you can use ServiceNow products or add data
to the CMDB.
• Design domain of the CSDM framework
The Design domain supports the design and planning of digital

products. CIs in the Design domain aren’t operational, so you can’t
select them for Incident Management, Problem Management, or
Change Management. Enterprise architects and application owners
are the typical users of tables in this domain.
• Build domain of the CSDM framework
The Build domain involves the tables that are used in the build
effort (systems development life cycle — SDLC or Agile Development)
of digital products like DevOps. The tables represent the logical
development details of the enterprise applications to be deployed and
used by the business.
• Manage Technical Services domain of the CSDM framework
The Manage Technical Services domain involves the tables used by

IT Operations Management (ITOM) products such as Service Mapping
and Discovery.
• Sell/Consume domain of the CSDM framework
The Sell/Consume domain represents the portfolio of business services

that may sell or consume elements of the Manage Technical Services
domain. The Sell/Consume domain involves the tables used by Service
Service Management (CSM).
• Manage Portfolio domain of the CSDM framework
The Manage Portfolio domain is a layer on top of the CSDM conceptual

domain.

associated.
The Foundation domain involves tables that contain base data that is
data is required before you can use ServiceNow products or add data to
the CMDB.
The tables in the Foundation domain aren't used in Configuration

Management Database (CMDB) relationships. Instead, the tables
contain critical referential data. Typical users of the domain are process
owners, data stewards, product owners, and contract managers.
Business process
A business process has a well-defined start and finish. Examples of

business processes in the banking industry are the customer onboarding
process and the credit check process. Each business process can have
levels of criticality and impact. Business processes are stored in the
cmdb_ci_business_process table.
In a parent-child relationship, business processes can be identified by

using the parent attribute as a reference to a parent business process.
The business process is a manually-maintained CI that can identify

declared and determined criticality as well as impact to confidentiality,
integrity, and availability. Business processes can be reviewed monthly,
quarterly, semi-annually, or annually. In addition, the next review
date can be recorded. For further information, see Business process
management and Create a business process.
Contracts
A contract is a binding agreement between two parties. In the Now

Platform, contracts contain detailed information such as the contract
number, start and end dates, active status, terms and conditions
statements, documents, renewal information, and financial terms.

associated.
• A contract is not a CI. Contracts use contract model types from the
Product Models module. Contracts are stored in the [ast_contract]
table.
• Use the Contract Management application to manage and track

contracts. See Contract Management application.
• In the Service Level Management application, contracts group

together SLAs that relate to a single vendor or customer, as well as the
CIs, locations, groups, users, and child contracts that are related to the
contract. For more information, see Define a service contract.
• Service contracts used by Vendor Management Workspace can

support hardware CIs as part of an SLA.
• In the Customer Service Management product, service contracts

define the type of support that customers receive. A contract can
include an account and contact or a consumer and the specific
assets that are covered. A contract can also include multiple service
entitlements and SLAs. See Define a service contract in Customer
Service Management.
Products and product models
A product model is a specific version or configuration of a product used

to manage and track applications on the Now Platform. Product models
identify the product owner, team, product status, compatibility with other
products, reference to product catalog, and reference objects in the
various stages of a product's life cycle. For more information, see Product
catalog.
Additionally, you can identify the products reaching end-of-life as

defined by third party providers or internal product owners. You can also
bundle other products as components to represent the set of products
that your organization develops, sells, or uses.
Product models are extended into seven base types: application model
(version agnostic), software model (version specific),contract model,
facility model, hardware model, consumable model, service model.
Products might be bundled to create a collection or group of products,
for example a FlashBlade server (hardware model), or a 24/7 support
service (service model).

associated.
Product models are stored in the [cmdb_model] table or the extended

tables aligned to the seven base types. The product model tables are
not CIs. Configuration items can use the Model ID attribute to reference
product models. For example, a service offering CI might reference a
particular service model that other service offerings of the same type also
reference.
Application, service, and software class instance CIs aren't created

through Discovery, so their Model ID [model_id] values might not refer
to product model records. To help you to migrate to a product-centric
management paradigm, each instance of a logical CI should be
associated with a product model. See Auto-generate product models
for logical CIs.

associated.
CMDB group
A CMDB group is a collection of CIs (but is not, itself, a CI). A group is

based on the results of saved Query Builder queries, encoded queries, or
manual entries. You can apply an action to all members of a group at
one time.
You can work with a CMDB group across the Now Platform.
• For the CSDM, the Dynamic CI Group references a CMDB group to

provide a list of CIs based on a common criteria.
• CMDB groups are stored in the table [cmdb_group].
• The CMDB group can potentially replace the spreadsheets that you
might be using to group your CIs.
For additional information, see CMDB groups.
Life-cycle states
Life-cycle states track the life cycles for products, assets, contracts, CIs,
locations, and other objects. Using the standard CSDM life-cycle values
consistently helps you to effectively track objects through their transitions
over time. Reporting can therefore accurately reflect the actual states of
CIs: usage, availability, end of support, and so on.
See the ServiceNow Community video: CSDM V4 product and life cycle
discussion

associated.
You can think of the life-cycle state as the combination of two values
of an asset or CI: the life-cycle stage and life-cycle status over the CI's
life cycle. For example, a hardware CI in the Operational stage might
change status over time from In Use to In Maintenance to End of Support.
A different hardware CI might go from In Use to End of Support without
ever having been in In Maintenance status.
When you enable the CSDM framework, you can start using the Life
Cycle Stage and Life Cycle Stage Status fields to track an asset's life
cycle. To use the fields, follow the procedure described in Second
activation step — Activate the CSDM plugin. The following life-cycle
processes can use life-cycle fields:
• Product life cycle
• Hardware life cycle
• Logical life cycle
• Document life cycle
• Location life cycle

associated.
Legacy life-cycle statuses are auto-updated

The following legacy statuses are automatically mapped to the Life
Cycle Stage and Life Cycle Stage Status fields when you follow the
procedure described in Second activation step — Activate the CSDM
plugin.
Important: Legacy fields are not deleted after you implement the
Life Cycle Stage and Life Cycle Stage Status fields.
• Product Model Status
• Asset State
• Asset Substate
• Contract Status
• CI Install Status
• CI Operational Status
• CI Hardware Status
• CI Hardware Substatus
Map your existing life-cycle values to CSDM life-cycle states
Use the Life Cycle Mapping module (CSDM > Life Cycle Mapping)
to specify how your existing life-cycle values should be converted to
CSDM life-cycle states. The mapping ensures Now Platform products "see"
legacy CIs in your environment. In this example, the existing Pending
Install value of the Install Status attribute for hardware CIs will always map
to the Deploy/Test life-cycle state in the CMDB. See Specify how to map
legacy life-cycle states to CMDB states and Activate life cycle migration.

associated.
Common data
Common data elements are not configuration items. Common data is

shared and used throughout the Now Platform. Common data includes
organizational structure (Company, Business Unit, Department), locations,
groups, and users. Many Now Platform products depend on common
data to provide business value.
Planning your common data is essential to the effective implementation

of Now Platform products and features. Consider the following issues:
• Do you have a trusted source for the data?
• Do you have multiple data sources?
• How often does the data change?
• Do you have the depth of data that the CIs require?
• Who maintains the data?
Common data is stored in the following tables:
• Company: [core_company]

associated.
• Business unit: [business_unit]
• Department: [cmn_department]
• Location: [cmn_location]
• Groups: [sys_user_group]
• Users: [sys_user]
Location management
Data that comes from multiple sources and federated integrations is

difficult to maintain. The following attributes have been added to the
location (cmn_location) table to simplify management:
• Source: The origin of the location record.
• Location type: The position of the location record in the hierarchy of

locations. You can use the following options to create a hierarchy of
location data to suit your requirements: Region, County, State/Province,
City, Site, Building/Structure, Floor, and Room.
• Managed by group: The group that governs or manages this location

record.
• Validation (duplicate and primary): Flag duplicate records and

manually filter locations that are not be displayed.
• Life cycle stage and Life cycle stage status: See Life-cycle states.
CSDM terms
CSDM 4.0 What's New
cycle

associated.
The Design domain supports the design and planning of digital products.
CIs in the Design domain aren’t operational, so you can’t select
them for Incident Management, Problem Management, or Change
Management. Enterprise architects and application owners are the
typical users of tables in this domain.
Tables used in the Design domain

The Design domain includes the tables used by Application Portfolio
Management (APM). You use APM to rationalize and manage your
business applications, but you're not required to use APM to benefit from
the data in these tables.
• Business capability table [cmdb_ci_business_capability]
• Business application table [cmdb_ci_business_app]
• Information object table [cmdb_ci_information_object]
Relationships between CIs that support decision making

An accurate service model that includes the following relationships can
serve as the foundation for strategically aligned architectural decisions.
The relationships enable you to determine the risks involved in using
particular business capabilities. In addition, they enable you to assess

associated.
services based on their relationships to business capabilities and business

applications.
Relationship between a business capability and its supporting business

applications
This relationship supports visualization and reporting.
A business capability is a high-level capability that supports a business

model or fulfills a mission for your organization.
A business capability typically describes a specific task that achieves

one or more business outcomes. Business capabilities are often listed as
verbs (for example, manage financials or provide IT support services).
You can use business capabilities to rationalize and prioritize the cost of
business applications and business services.
• A business application represents the software and infrastructure

that provides a business function (for example, the titles catalog).
Business applications are not strictly required, but they are strongly
recommended because they increase productivity and perform other
business functions such as accounts payables, accounts receivables,
and general ledger. You can use APM to add any business application
for which you must track costs, usage, business value, functionality, and
risks.
Relationship between a business application and the application services
The relationship connects the record of the business application that

is used in planning and design with where and how it’s realized
operationally, represented by application services. The relationship
accounts for each use of a business application in the development,
test, and production environments (dev, test, and prod application
service instances). Often there are multiple production deployments. For
example, a large retailer uses a business application that runs a cash
register in each of its 1,000 stores. There are therefore 1,000 production
instances of the application service — one per store — for that one
business application. See the "CSDM in a nutshell" video for additional
discussion of the relationship.

associated.
Business capabilities represented in a hierarchy
You can represent business capabilities in a hierarchy of a parent

business capability and one or more lower-level (child) capabilities. Child
capabilities (leaf nodes) are represented by numeric values: 1.0 for the
parent and 2.0 through 6.0 for the leaf nodes. If you add, update, or
delete a capability at a leaf node, be sure to update the levels of all
the capabilities for the leaf nodes in that hierarchy, as applicable. If
a business capability hierarchy requires more than six levels, divide the
structure into multiple business capabilities.
Use the Business Capability form to create, modify, and extend business
capabilities.
To update capabilities, select the Update Capability Level and

HierarchyID related link. Follow these guidelines when you update
capabilities to ensure that the capability map reflects the change:

associated.
• If the parent capability is updated in the hierarchy, the levels of all its
leaf node capabilities are recalculated.
• The total number of leaf node levels in a hierarchy can’t exceed six.
• When adding a capability, the hierarchy level is automatically assigned

based on the parent capability level.
• You can delete only leaf node-level capabilities or capabilities without

leaf node levels.
• Don’t create circular relationships. For instance, when creating a

parent capability, a leaf node capability can’t be its parent.
Adding a Business application
A business application is a manually managed CI class. You must

therefore manually create required relationships to CIs (for example, with
instances of the application services in use). Creating relationships also
enables you to relate business applications to infrastructure CIs such as
databases and web servers. If needed, you can integrate or connect
two or more business applications to establish their relationship.
A business application can span the following entities:
• Environments (for example, Development, Test, or Production).
• Geographies (for example, the Americas, the Asia Pacific Japan (APJ)
• Regions (for example, Europe, the Middle East, and Africa [EMEA]).
Use either of the following methods to add a business application:
Import the list of applications from a spreadsheet or third-party tool. To

import data, define a data source and a transform map and then run
or schedule an import.
• Use the Business Application form.

associated.
Information object
• An information object is a CI that displays and describes the

information (or type of data) that the application receives from the
database. Information objects are part of the information portfolio and
are referenced by the business application.
• Information objects are mapped to the information object table

[cmdb_ci_information_object].
• You can use the information object table to identify the types of data
that a business application uses, including highly sensitive data such as:
• Personally Identifiable Information (PII)
• Payment Card Industry Data Security Standard (PCI DSS) data
• Health Insurance Portability and Accountability Act (HIPAA) data

associated.
CSDM terms
The Build domain involves the tables that are used in the build effort
(systems development life cycle — SDLC or Agile Development) of digital
products like DevOps. The tables represent the logical development
details of the enterprise applications to be deployed and used by the
business.
SDLC component CI records in the SDLC Component table

[cmdb_ci_sdlc_component] enable the DevOps product to provide
enhanced capabilities for visualizing and managing your application
development pipeline.
Records in the table are not operational and are not direct targets
of the ITSM Incident Management, Problem Management, or Change
Management processes. You therefore are not required to configure
SDLC component records.
The tables in the build domain reference the logical development details
of the enterprise applications to be deployed and used by the business.
A common persona in this domain is Teams. The SDLC Component table
is available through the CMDB schema version 1.33.

associated.
SDLC component
An SDLC component is a CI that represents a unique development effort

of code. It represents parts of a larger business application or digital
product broken down into its individually developed components. In
other words, the SDLC component is a software element of a larger
application or technology.
Types of SDLC components:
• Application: An application service is a deployed instance of the SDLC

application component. Examples include micro services and APIs.
The build team typically builds application services on behalf of the
Service Owner (as described in Manage Portfolio domain of the CSDM
framework.
• Infrastructure: Any infrastructure CI that represents a snapshot of its

configuration details is a deployed instance of the SDLC infrastructure
component. Examples include database and security configurations.
CSDM terms

associated.
The Manage Technical Services domain involves the tables used by IT

Operations Management (ITOM) products such as Service Mapping and
Discovery.
The CIs in this domain are discovered items such as installed applications,
servers, and network components. The Manage Technical Services
domain also represents the portfolio of technical services in use. These
services are operational, which means that you can select them
for ITSM Incident Management, Problem Management, or Change
Management.
Typical users are application service owners (for the application and
platform) and technology service owners (for the infrastructure and
delivery). Technology consumers can request technical service offerings
through the Request Catalog.
The tables in the Manage Technical Services domain represent the

technology that your business sells or consumes in the provider view.
While you aren’t required to use Service Mapping and Discovery
to populate the tables, those products accelerate the process and
minimize errors. They also enable you to manage CIs and their
relationships. The domain includes the following tables:

associated.
• Technical service table [cmdb_ci_service_technical]
• Technical services in Event Management use the Dynamic CI group

table [cmdb_ci_query_based_service].
• Request catalog
• Technical service offering table [service_offering]
• Dynamic CI group table [cmdb_ci_query_based_service]
• Mapped Application Service table [cmdb_ci_service_discovered]

(included in the base system)
Technical services
Technical services are associated with service owners and are typically
layered under one or more business or application services. A technical
service may have one or more technical service offerings.
Technical service users can view and manage the technologies that
you provide to the business. Event Management enables you to monitor
service performance. You can also use Event Management to identify
health issues for related infrastructure CIs and application services.
Technical services can be managed as part of the Service Portfolio in

the Sell/Consume domain (that is, a Service Portfolio hierarchy can be
referenced from a Technical Service). This allows for a more complete
hierarchy and management of both Technical Services and Business
Services within the Service Portfolio Management workspace and related
workspaces. You can make better decisions when you know how spend
on technical services can improve performance and reliability of your
business services.
Technical service offerings

Technology consumers can request technical service offerings (SO)
through the Request Catalog. The consumer can typically select the
following features and options:
• Level of performance
• Location or geography
• Environment

associated.
• Pricing
• Availability
• Capability
• Support group (for incident)
• Technical approval group (for change)
• Packaging options (commitments)
Technical service offerings typically have the following components:
One or more service commitments
A service commitment defines the service delivery obligations agreed to

between the consumer and the provider. Service commitments uniquely
define the level of service in terms of availability, criticality, scope,
pricing, and other factors. For example, an organization may offer two
levels of support for an application service:
• Support for a production-level offering: Provides a high level of

availability and criticality for production instances. Includes a 24/7, 5-
minute response time guarantee (24 hours per day seven days per
week).
• Support for a non-production-level offering: Limited availability and

criticality for non-production instances. Includes a 60-minute response
time guarantee between 8:00 a.m. and 5:00 p.m., Monday through
Friday.
A service offering subscription that records which users have access to

an offering
Technical service offerings that are mapped to the [service_offering]

table are classified as “technical service" and are derived from the
service. The technical service offering is based on how the parent serves
a specific technical need. Every operational technical service should
have at least one technical service offering.
Each CI associated through a Dynamic CI Group can be related to only

one Technical Service or Technical Service Offering. Conflicts can result
when one service includes multiple offerings with different SLAs, OLAs,
Support Groups, and commitments.

associated.
Dynamic CI groups
A dynamic CI group is comprised of CIs that result from a CMDB Groups
query. For example, you can create a dynamic CI group based on
location: "all web servers in Detroit" or "all Oracle databases in Mumbai".
Note: Dynamic CI groups contain only CIs and can't contain other
CI groups.
Dynamic CI group are mapped to the [cmdb_ci_query_based_service]
table and are classified as either application service or technical service,
as applicable. You might want to use dynamic CI groups in the following
situations:
Query-based application service
You don’t have Service Mapping enabled yet, but you have 12 servers
and three database instances in MyAppServiceProd. You can replace
your spreadsheets with a dynamic CI group as an application service.
Managed group of Infrastructure CIs
The web servers in Detroit are managed by the DetroitRockCity

Technical Service Offering. Instead of manually creating relationships
from Technical Service Offerings to Infrastructure CIs, use a Dynamic
CI group. A single relationship from your Technical Service Offering CI
(DetroitRockCity) to your dynamic CI Group (web servers in Detroit) gives
you the visibility you need.
A way to manage patches for your CIs
In Change Management, you can select the dynamic CI group for the
CIs you need to update and use a business rule to auto-populate the
Affected CI field.
See Create a Dynamic CI Group for instructions.
An application service is a logical representation of a deployed system

or an application stack. Using application services, you can view maps
and change history for services. For example, the Event Management
application can monitor service performance and identify health issues
for application services.

associated.
Application services can be internal, like an organization's email system

or customer-facing, like an organization's website. For example, creating
financial reports through a web-based application requires a computer,
web server, application server, databases, middleware, and network
infrastructure. The applications and hosts are configured to offer the
service of financial reporting. An application service represents an
instance of such a business application or system in the development,
test, or production environment.
Application services are the entry points for the Service Mapping feature.
Application services underpin a business or technical service and are
mapped to the CMDB Application Service table [cmdb_ci_service_auto]
for common reporting.
Application services are key relationship entities for IT Service

Management (ITSM), IT Operations Management (ITOM), Strategic
Portfolio Management (SPM), and Customer Service Management
(CSM).
Application services include relationships between business applications,

business services, technical services, applications, and infrastructure CIs.
You can expose an application service by using the related business or
technical service offering.
The table that an application service maps to depends on the method

used to create it:
Methods mapped to tables
Method used to create the application

Mapped to table
service
Top Down Discovery (Service

cmdb_ci_service_discovered
Mapping)
Dynamic CI Group (Query-based) cmdb_ci_query_based_service
Tags cmdb_ci_service_tags
Manual (using the Create an

Application Service form)

associated.
• For more information about application services and the methods you
can use to create them, see Application services and Create an
• You can specify required attributes for application services. See

Specifying attributes and relationships for Application Services and
Modify the attributes and relationships required for application services.
• You can set a relationship between an application service and the

components of other CSDM domains. See Service Mapping.
Applications
An application is any program or module that defines behavior and

performs a specific function. Applications are typically discoverable
instances and provide a specific set of functions for one or more services.
• The application table and extended tables contain uniquely

discovered instances of code in use on the host.
• Applications are considered infrastructure CIs.
• The instance is limited to the applications on a single host. This limitation

ensures that applications are uniquely identified during discovery.
• There's a one-to-many (and not a one-to-one) relationship between the

application and the application service. A single installed application,
such as a database instance, may support multiple application services
depending on the configuration and the use of the applications.
Note: The application table [cmdb_ci_appl] isn't an inventory or

portfolio of your applications. Don't make the mistake of storing
managed application details in the application table. Those details
(inventory or application portfolio objects) belong in the business
application table (as documented in Design domain of the CSDM
framework).
Infrastructure CIs
Infrastructure CIs are managed physical and logical components. A CI

can be a single module, such as a server, database, or a router or a
complete system such as a web server, database, or infrastructure.

associated.
The underlying infrastructure components or CIs can be complicated.

The complexity increases as data structures are layered on top of
physical CIs. For that reason, you should work with a business relationship
manager or enterprise architect to define your business capabilities and
business applications.
CSDM terms

Query Builder
The Sell/Consume domain represents the portfolio of business services

that may sell or consume elements of the Manage Technical Services
domain. The Sell/Consume domain involves the tables used by Service
Service Management (CSM).
Typical users are the business relationship manager and the customer
service manager. Business consumers can request business services
through the Request Catalog. You're not required to use Service Portfolio
Management or CSM to use the referenced tables, however those
products enable you to manage workflows and report service-related
data.

associated.
The Sell/Consume domain includes the following tables:
• Business service offering table [service_offering].
• The Business Service table [cmdb_ci_service_business] extends the core

Service table [cmdb_ci_service].
Note: Before the Business Service table was added, all
Business Services existed in the Service table. In the future,
all Business Services might migrate from core cmdb_ci_service
to cmdb_ci_service_business. Until then, both tables operate
identically.
• Service portfolio table [spm_service_portfolio]. The Service portfolio

table is not a CMDB table.
You can select the tables in the Sell/Consume domain to use with
Incident Management and Change Management.
Business service offerings
Business service offerings are the starting point for configuring Service
Portfolio Management. Business service offerings inherit from Business

associated.
Services. Business service offerings consist of one or more service

commitments that define the level of service in terms of availability,
scope, pricing, and other factors. For example, an organization might
offer two levels of desktop support:
• A silver offering of upgrades and virus protection.
• A gold offering with the silver commitments plus a response time

guarantee of 30 minutes between the hours of 8:00 a.m. and 5:00 p.m.,
Monday through Friday.
Business service offerings have the following characteristics:
• Business service offerings tailor the service by capability, availability,

pricing, and packaging options. You can use the service offering to set
different levels of performance and features for a particular service.
• Business service offering commitments define the agreed-upon service

delivery obligations.
• Business service offering subscriptions record which users have access

to an offering.
• Business service offerings are the CMDB records that identify the
specific business area and the entity where the service is delivered.
Some business services and service offerings depend on the
• Business service offerings are derived from the service and are refined
depending on how the parent serves a particular business need.
Note: You should configure at least one service offering for each
operational business service or technical service.
You can view your business service offerings in the Digital Portfolio
Management (DPM).

associated.
Business service offerings typically have different service-level

agreements (SLAs) depending on their commitments. Without a business
service offering, SLAs remain at a process level only. For example, the
SLA stays at a P1 incident or a minor change, and doesn't refer to the
affected service offering.
You can represent business services and business service offerings as

catalog items in the service catalog to make them available for
consumers.
Business services
A business service is associated with business users and is typically

layered beneath one or more business capabilities. A business service
can contain one or more business service offerings.
Business consumers can use the Request Catalog to order business

services, business service offerings, and service commitment levels.
Business services are mapped to the [cmdb_ci_service_business] table
and are classified as “business services.”
Service portfolios
A service portfolio is a hierarchical collection of business services,
products, projects, or applications. A portfolio can represent a strategic
business objective and enables you to manage all included items as a

associated.
group (for example, life cycles). Items are organized into the following
categories:
• Objective (business intent)
• Capability
• Organization (for example, enterprise resource planning [ERP] or

financial management)
• Geography (location)
Request catalogs
A request catalog enables consumers to order and manage business

and technical products, services, service commitment options, and
offerings (for example, the Human Resources [HR] service catalog).
Catalogs contain catalog items and are the starting point for consumers
to access available services.
Catalog Item
A catalog item is an item or a service that a consumer can request from

the catalog. A service can contain multiple catalog items (for example,
the employee onboarding catalog). Catalog items are listed on the
service portal and are available to the users that need them (either
through subscription or job responsibility). Each catalog item is linked to
one service offering.
CSDM terms
The Manage Portfolio domain is a layer on top of the CSDM conceptual


associated.

domain.
For example, in the Sell/Consume domain, the service owner for

Human Resources (HR) might be financially responsible for the business
application that provides HR services. The service owner might also
need to manage the HR application instances (known as application
services or systems) and might also be accountable for the impact the
application has on the business.
Because of these additional responsibilities, CSDM enables service owners

to oversee business applications and their deployed instances. This
visibility enables service owners to perform their duties and meet their
responsibilities.
CSDM terms
CSDM V4 and APM

associated.
Implementing the CSDM framework in stages

Following the CSDM framework ensures that you meet your primary goal
of consistent accuracy in reporting and analytics so you can effectively
manage your digital environment.
Improve your CSDM implementation
The CSDM Assessment provides Impact Customers with leading practices

and prescriptive guidance on the CSDM and how it supports processes
on the Now Platform. To help your organization plan for and implement
CSDM, the assessment includes interactions with ServiceNow CSDM
experts and personalized content. See Common Service Data Model
(CSDM) Assessment.
Activating CSDM
First activation step — Map existing life cycle data to CSDM standards
The CSDM enforces standard life-cycle states to ensure that assets are
tracked accurately over life-cycle transitions. You migrate all life-cycle
data across the platform to the CSDM standard.
Second activation step — Activate the CSDM plugin
Activate the CSDM plugin so you can begin implementing the

framework.
Third activation step — Migrate existing data to the CSDM framework
You complete several tasks to ensure that your existing application data
migrates successfully to the required tables in the CMDB.
Implementing the CSDM framework

It's best to use a staged approach when you implement the CSDM
framework. Each implementation stage involves particular information
types and provides specific benefits. Because each stage builds on the
preceding stage, we use an analogy to the way a person develops:

associated.
foundation, crawl, walk, run, and, eventually, fly.
Note: Business applications reference information objects in the

information portfolio. You might need to implement the Information
Object table [cmdb_ci_information_object] earlier than the Fly
stage. Your business requirements determine the right stage for
implementing the table.
CSDM implementation stages — Foundation
In the Foundation stage of implementing the CSDM framework, you

prepare the referential data that enables accurate reporting to
support good business decisions. Use the base-system tables when you
begin implementing the CSDM to derive the highest value from your
ServiceNow products and the Now Platform.
CSDM implementation stages — Crawl
In the Crawl stage, you work on base-system CMDB tables that are
associated with IT Service Management (ITSM).
CSDM implementation stages — Walk
In the Walk stage, you identify and populate the network infrastructure
CIs and applications that your organization's technical teams support.
CSDM implementation stages — Run
In the Run stage, you set up the relationship between a technology and
the business that sells and/or consumes the technology.

associated.
CSDM implementation stages — Fly
When you reach the Fly stage, you've accomplished all or most of the
process of implementing the CSDM framework. The fly stage completes
the process.
Key guidelines for you to follow
• When linking CSDM tables, use only the relationships that are designed
in the model.
• Collaborate on the shared data model with other product teams. Also,
when you extend CSDM and related functionality, be sure to follow
the provided guidance. Following the guidance and collaborating with
other product teams helps you achieve the best design.
• Use agreed-upon CSDM definitions whenever you use a table,

reference, or attribute.
• Use the provided CSDM base tables.
• Use the recommended technologies when you integrate external data

sources. The specified process ensures data integrity and integration
consistency.
• Follow the provided guidance for setting up and using Now Platform
products.
• Configure the CSDM Data Foundations dashboard
Use the CSDM Data Foundations dashboard to monitor and evaluate

key foundational metrics of the CSDM framework.
• First activation step — Map existing life cycle data to CSDM standards
• Second activation step — Activate the CSDM plugin

framework.
• Third activation step — Migrate existing data to the CSDM framework

associated.
You complete several tasks to ensure that your existing application

data migrates successfully to the required tables in the CMDB.
• CSDM implementation stages — Foundation

• CSDM implementation stages — Crawl
• CSDM implementation stages — Walk
• CSDM implementation stages — Run
In the Run stage, you set up the relationship between a technology

and the business that sells and/or consumes the technology.
• CSDM implementation stages — Fly
the process.
• Auto-generate product models for logical CIs
Use the CSDM Product Model Assignment job to auto-generate a

product model record (application model, service model, or software
model) for each logical CI that is not yet associated with a product
model. Product models are ideal for associating CIs that are parts of a
single digital product.
Configure the CSDM Data Foundations dashboard

Use the CSDM Data Foundations dashboard to monitor and evaluate key
foundational metrics of the CSDM framework.

associated.
Before you begin
For an introduction to the dashboard, see Viewing the CSDM Data

• Before you use the dashboard for the first time, populate the CSDM
metrics: Navigate to All > System Scheduler > Scheduled Jobs and run
the CSDM Get Well Metric Collection job.
• The CSDM Data Foundations dashboard adds the following scheduled

jobs that must be running:
• CSDM Get Well Metric Collection: Calculates and stores details

for compliant CIs associated with metrics. Data appears on the
dashboard only after the first run of this scheduled job. metrics'
scores are stored in the CSDM Data Foundations Metric Scores
[sn_getwell_csdm_score] table. The job runs daily by default.
• CSDM Data Foundations PA Metric Collection: Calculates the total

count of non-compliant CIs that are associated with each metric.
It also provides trending data over time for the non-compliant CIs
associated with metrics.
• Role required: app_service_admin, app_service_user, asset,

cmdb_read, itil_admin, portfolio_admin, service_viewer, or
technology_service_owner
Procedure
1. Navigate to All > CSDM > Configuration > CSDM Data Foundations
Dashboard.
2. Select a tab.

CSDM implementation stage (foundation, crawl, walk, run, and fly).
As a result, the reports on each tab display the metrics that are
appropriate for the maturity of your CMDB data.
3. Review the reports.

Note the percentages and color-coding in the Result column for
each metric.

associated.
• If the percentage is 100%, the CSDM framework has the

information it needs. You don't need to do anything else.
• Otherwise, required information is missing and additional actions

are required. Continue with step 5.
Note the metrics on the Foundation tab:
Named Product Models with Product Owners
Shows cmdb_model records that meet the following conditions:
• Status = in production
• Name and Owner is not empty
Configuration Item Status Values
Shows the percentage of CIs with default status values.
• 80%: At least 1 to 5 CIs have custom status values.
• 20%: 16 or more CIs have custom status values.
To view the default base-system status values, enter

sn_getwell_oob_status_table_field.list in the navigator Filter text box.
The Configuration Item Status Values form displays the list of elements
and associated tables. Select a table name to see the list of default
labels and values.

associated.
Business Units with Companies
Shows business unit records where the Company field is not empty.
Locations with Parents.
Shows cmdb_ci records that meet the following conditions:
• Location and Location.parent is not empty

associated.
4. Select the tiles associated with the foundational metrics to access

Performance Analytics widgets.
Performance Analytics widgets are provided by the CSDM PA Metric

Collection scheduled job. These widgets provide trending data over
time for the non-compliant CIs associated with the metric.
• Ensure that the real-time option is selected ( and then

select Show Records to view the list of CIs.
• Select the Breakdowns context menu to view available

breakdowns.
5. Scroll to the list of CIs in the Custom Status Values related list.
The charts show the number of custom values that have been
defined for each element. Click a chart to view custom values that
have been defined for the element. This example shows the custom
label-value combination for the Absent status.
6. Select a CI to drill down to the form view.

associated.
The form view provides the required information. If you don't see the
form, you may not have sufficient access privileges. Contact your
ServiceNow administrator.
7. When you're finished using the form, select Update or Delete to return
to the list view.
8. Navigate to return to the CSDM Data Foundations dashboard.
Result
The key foundational metric results are available for you to review and
analyze.
First activation step — Map existing life cycle data to

CSDM standards
After you migrate existing data, you will continue to use only standard
life-cycle states when creating or updating CIs to gain the following
benefits:
• To handle alerts appropriately, Event Management and Operational

Intelligence need to know whether a CI is in maintenance life-cycle
status.
• To report cost data effectively, Cloud Insights needs to know the state
of a CI.
• To generate consistent tasks and workflows, Audit and Compliance

need to use standard life cycle values.
You must activate life cycle migration to migrate legacy life cycle values
to the CSDM standard fields and values.
Life Cycle Mapping table
The base system contains the Life Cycle Mapping [life_cycle_mapping]

table, which is pre-populated with widely used legacy life cycle

associated.
mappings. Each mapping record specifies how to map a legacy life-

cycle field’s value, based on its table, to the standard CSDM values.
• Life cycle stage (life_cycle_stage): The broad life cycle phases that a CI
moves through, from inception or procurement to retirement and end
of life.
• Life cycle status (life_cycle_stage_status): The specific status of a CI

within its current life cycle stage.
The table typically contains multiple record entries per class, each
entry for a specific legacy life cycle and life-cycle value pair. When
there are multiple record entries for a class, the entries are prioritized
by importance and likelihood for containing meaningful values for the
mapping process.

associated.
Custom life cycle values
In an upgrade scenario, life cycle migration checks for custom

legacy life-cycle values that were added in the system. For each
custom value, the system adds a record to the Life Cycle Mapping
[life_cycle_mapping] table. Those mapping records, however, are
incomplete and inactive.
Before you activate life cycle migration, you must edit and activate
those records to supply the desired life cycle control to use for mapping.
Specify how to map legacy life-cycle states to CMDB states
Use the Life Cycle Mapping module to specify how your existing life-cycle
values should be converted to CSDM life-cycle states. The mapping
ensures Now Platform products generate accurate reports for legacy CIs
in your environment.
Before you begin
Role required: itil_admin or asset_admin
About this task
In this example, your existing data uses a life-cycle attribute named Install
Status for hardware CIs. You use the Life cycle mapping form to map the
existing Pending Install value of the Install Status attribute to the Deploy/
Test life-cycle state in the CMDB.

associated.
Procedure
1. Navigate to All > CSDM > Life Cycle Mapping.
2. On the Life Cycle Mappings list view, select New and then fill in the
Life cycle mappings form.
Field Description
Legacy CMDB table and

descending tables that this
mapping applies to.
Mapping for table Applies to a descending table

unless there is a mapping
configured specifically to the
descending table.

associated.
Field Description
Priority of applying this mapping

definition for the table.
Priority is used when

the life_cycle_mapping table
contains multiple entries for a
class. The highest priority entry
Priority
is used first when searching for
meaningful legacy values. If the
first entry can't be used, the next
record in priority is used.
Lower numerical values indicate

higher priority.
Denotes whether to apply this

mapping definition.
Active Deactivation results in lower-

priority mappings being used or
setting standard life cycle fields
to TBD.
Legacy field in the specified

Mapping for table that is
currently being used to store a
Legacy field name
life cycle stage. The value should
be used as the source for the life
cycle mapping.
Legacy value in the specified

Mapping for table that is
currently being used store life
Legacy field value
cycle status. The value should be
used as the source for the life
cycle mapping.

associated.
Field Description
Additional legacy field in the

specified Mapping for table
Legacy subfield name
that is also used for life cycle
management.
Additional legacy value in the

specified Mapping for table
Legacy subfield value
that is also used for life cycle
management.
Class and life cycle stage and

status, that are used as the
Life cycle control authoritative source of valid
combinations for life cycle
mapping.
Standard life cycle table to

map the specified Mapping for
Table
table to. Setting is based on the
selection in Life cycle control.
Standard life cycle stage to

map the specified Legacy field
name to. Setting is based on the
selection in Life cycle control.
Lifecycle stage
If there is no match in the
life_cycle_mapping table, value
is set to TBD.
Standard life cycle stage value

to map the specified Legacy
Lifecycle stage status
field value to. Setting is based
on the selection in Life cycle
control.

associated.
Field Description
If there is no match in the
life_cycle_mapping table, value
is set to TBD.
3. Select Submit.
4. Repeat the process and, when you have mapped all existing life-
cycle states, migrate them to the CMDB.
For instructions, see Activate life cycle migration.
Activate life cycle migration
Activate life cycle migration to migrate your mapped legacy custom

life-cycle settings to the CSDM standard life-cycle values. The migration
script migrates both existing and to incoming data.
Before you begin
Before you activate life cycle migration, navigate to CSDM > Life
Cycle Mapping. Review the pre-populated mappings in the Life Cycle
Mappings list view:
• Adjust and add any mappings as needed for your environment.
• Review mappings for any custom legacy life cycle values. Those
mappings are incomplete and you must provide the desired standard
life cycle control to map to.
• Ensure that all mappings are configured with a life cycle control.
• Ensure that all mappings are activated.
Role required: itil_admin or asset_admin
Procedure
1. Navigate to CSDM > Life Cycle Mapping.
2. On the Life Cycle Mappings list view, click Activate.

associated.
Activation can complete only if all mapping records are set to active
and are configured with a life cycle control, and all mapping records
for custom legacy values are fully configured.
Result
The script performs the following activities:
• One-time bulk mapping of legacy values to the Life cycle stage and
Life cycle status fields. The mappings are based on the mapping
records in the Life Cycle Mapping table, which contain values, source,
and target fields.
Change the default false setting for the

csdm.lifecycle.migration.activated system property to true. The change
activates the Update life cycle from legacy business rule. Future insert
or update CI operations will trigger the rule to populate the standard
Life cycle stage and Life cycle status fields to ensure that life cycle
standards are used continually and consistently.
For example, when creating a hardware CI, and setting the legacy
Status and Operational status fields. After saving, the new life cycle
standard fields are automatically populated with the matching life
cycle standard values based on the corresponding record entry in the
Life Cycle Mapping table. If you modify legacy values, the standard
fields are automatically updated based on another matching record in
the Life Cycle Mapping table.
• Because life cycle migration is a one-time process, the Activate button

is disabled.
What to do next
After the data has migrated successfully, you can start managing data
following the CSDM model:
1. Activate the CSDM Activation (com.snc.cmdb.csdm.activation)

plugin.
2. Use the CMDB Data Manager to centrally govern the life cycle of CIs,
in bulk, and in a standard and consistent way.

associated.
Second activation step — Activate the CSDM plugin

framework.
Before you begin
Important: Before you activate the CSDM plugin, you must map
your existing life cycle data to standard CSDM attributes. The
mapping enables you to track assets effectively through their life
cycle transitions with the CMDB Data Manager. For instructions, see
Migrate to CSDM life cycle standards.
• Role required: itil and itil_admin
Procedure
Activate the CSDM Activation plugin: com.snc.cmdb.csdm.activation.

For more information, see Activate a plugin.
Third activation step — Migrate existing data to the

CSDM framework
You complete several tasks to ensure that your existing application data
migrates successfully to the required tables in the CMDB.
Before you begin
About this task
Keep the following points in mind:
• Some CSDM tables have been introduced recently so you might not
be familiar with them. See the documentation for your ServiceNow
product to learn about unfamiliar tables.

associated.
• You can continue to use customized or non-conforming CMDB tables.

If you do so, however, you may not get the full benefit of your
ServiceNow products.
• Be sure to use the migration tools that are described in CSDM migration
tools.
Manage the attributes that you are using. Rationalize your custom
attributes. Use the following guidelines to decide whether you really need
to keep all customizations:
• Best Practice: The custom attribute doesn't have a related base-system

attribute but you need to use it.
• Keep: The custom attribute doesn't have a related base-system

attribute but it's required for a unique use case.
• Refactor: The custom attribute does have a base-system attribute or a

capability that can be migrated.
• Do Not Need: The customization is no longer needed. Delete the

attributes that you don’t use or use only rarely. Consider deleting
attributes if there’s a better way to address a use case.
Consider related dependencies. Moving configuration items (CIs) to

a new table doesn't automatically move related dependencies. To
identify related dependencies, use the scripts described in Migrating
into CSDM identifying table dependencies (available on the ServiceNow
Community).
Important: The script doesn't move your data or their
dependencies. It only identifies the dependencies. You refactor
data and dependencies as part of the migration.
After running the scripts and evaluating the data, you will have a better
idea of the effort required to migrate your data. Decide whether you
need all referenced reports, rules, and scripts. Then decide what you
want to migrate and make a migration plan.

associated.
Migration workflow
Procedure
1. Back up your data.

Export your data (with all attributes) to Excel and keep the file in a
secure location. Have a contingency plan in case issues arise.
2. Map the attributes.

Identify the table where the data should go. Make sure that
destination table has the required base-system attributes. Rationalize
your custom attributes. Decide which customizations you will keep.
3. Move CIs from existing classes to CMDB classes.

Note: Don’t forget about non-conforming tables and their
dependencies. You could have hundreds of reports, business
rules, scripts, table references, and more that need the data in
your non-conforming tables.
Moving CIs to a new table does not automatically move reports,

business rules, and so on. As described in the following steps, the fix
script identifies dependencies that you need to refactor. You can
download the fix script from the ServiceNow Community.
4. Refactor the attributes.

Solidify the data model and get the data ready for migration.
Make sure you have completed the attribute mapping-related tasks

described in earlier steps. Follow the guidelines and refactor your
data as needed.
5. Migrate the data.

associated.
Note: Make sure that you have a valid and recent backup.
Make another backup if necessary. During migration, you lose
all customized or base-system attributes that are not in the same
table hierarchy.
Keep these points in mind as you proceed:
• Migrate your CIs to the new class to move the CI and all its
related objects, incidents, and changes to the new table.
• Start with a few CIs and increase the number when you feel
comfortable.
6. Remediate your table dependencies:
a. Modify reports to use the new table.
b. Migrate business rules and scripts as needed.
c. Update table references as needed.
7. Reload data into the new attributes using the backup that you made
earlier.
8. Validate all data and dependencies.
Result
You've successfully migrated your application to the CSDM framework,

and your data is in the required CMDB locations.
• CSDM migration tools
Migration tools simplify the process of migrating your data to the CSDM
framework.
Migration tools simplify the process of migrating your data to the CSDM
framework.
Data migration script
Use the fix script from the ServiceNow Community to identify table
dependencies.

associated.
Navigate to All > Configuration and then select CMDB Data Foundations
Dashboard.
• CMDB dashboard: Each tab provides key metrics that evaluate

configuration and customizations in the CMDB.
• The metrics provide visible results of evaluation. Color codes and

weighted priority help with planning.
• Each metric includes a link to a remediation playbook with background

and plays for remediation.
See Monitor system foundations in the CSDM and the CMDB Data
Foundations Dashboards (2.2.1).
Navigate to All > Configuration and then select CSDM Data Foundations
Dashboard.
The CSDM dashboard focuses on key data elements to support you

in implementing the CSDM framework. The tabs on the dashboard
enable you to select your organization's CSDM implementation stage
(foundation, crawl, walk, run, and fly). As a result, the reports on each tab
display the metrics that are appropriate for the maturity of your CMDB
data. See Viewing the CSDM Data Foundations dashboard.
CSDM implementation stages — Foundation

Benefits of preparing the data in the Foundation stage

The basis of any good data model is the foundational data that is
referenced throughout the model.
• The base-system tables act as the foundation for many ServiceNow

products.

associated.
• The tables help your company align with reporting requirements

early to expedite the value you get from the CSDM. You can
reduce or eliminate costly rework tasks needed to align with reporting
requirements.
Tables that you work on during the Foundation stage
Business Process table [cmdb_ci_business_process]
A business process has a well-defined start and finish. Examples of

business processes in the banking industry are the customer onboarding
process and the credit check process. Each business process can have
levels of criticality and impact. Business processes are stored in the
cmdb_ci_business_process table.
Contract table [ast_contract]
The Contract table identifies binding agreements between two parties.

When you populate services provided by vendors into the CMDB,
consider the role that contracts play when evaluating service level
agreements (SLAs).
Product model table [model_id]
The Product model table [model_id] identifies the unique types of

products your organization develops or consumes. When you group
assets and CIs by product model, you unify and relate CIs that are part
of the same digital product and portfolios of products. Grouping assets
and CIs by product model can help you plan projects, monitor costs,
and rationalize your data. Discovery can populate hardware product
models after they’re operational, but other types of product models
require planning from product owners.


associated.
single digital product. See Auto-generate product models for logical CIs.
CMDB Group table [cmdb_ci_query_based_service]
The CMDB Group table identifies a collection of CIs based on the results
of saved Query Builder queries, encoded queries, or manual entries.
CMDB groups are critical elements of Dynamic CI groups and the
strategic management of CIs. Decide early how you want to report CI
information and how you want to monitor CIs. These decisions affect how
you create CMDB groups.
Location table [cmn_location]
The Location table uniquely identifies geographic locations. You can

create a hierarchy of location data using the Parent attribute. The
hierarchy might include entries that match your reporting requirements.
For example, you could populate the location table as follows
Your organization's location attributes
To include more detail in reports, you could extend the Location table to
include floors, rooms, and even datacenters. With hierarchy capabilities,
trusted source data, and your requirements in hand, you can create
locations that support your future reporting needs.
Group table [sys_user_group]
The Group table identifies sets of users that share a common purpose.
Groups may perform tasks such as approving change requests, resolving
incidents, receiving email notifications, or performing work order tasks.
Groups also use the referential data in the CMDB to identify how CIs
are managed (for example, the Managed by group) and supported (for
example, the Support group). Any business rules, assignment rules, system
roles, or attributes that refer to a group automatically apply to all group
members.
User table [sys_user]
The User table identifies the persons and applications that have access
to your ServiceNow instance. You can organize users into groups that are
associated with the Company, Business Unit, and Department tables.

associated.
Organizational structure
Organization structure tables identify internal business structures and

external customers, manufacturers, and vendors.
Company table [core_company]
The Company table is populated with the legal entities of companies.

Entities can be either internal (your organization) or external. You can use
the Parent attribute to build a hierarchy. Consider the legal entities that
you need for reporting when the CMDB is populated.
• Internal entries should focus on a hierarchy of legal entities rather than

a hierarchy of business units within a legal entity.
• External entries are identified by a True or False flag. The Customer flag
identifies your external customers.
The Manufacturer flag identifies companies that create products that

you consume. An internal organization might be a manufacturer.
• The Vendor flag identifies organizations that provide products that you
purchase. An internal organization might be a vendor.
Business Unit table [business_unit]
The hierarchy of your business is populated in the Business Unit table with
a reference to the parent company. A business unit is a part of your
organization that is responsible for specific operations, such as finance,
human resources (HR), or IT. A hierarchy within a business unit is common.
For large multinational organizations, you may have business units that
identify independent regional operations and the specific operations
within the region.
Department table [cmn_department]
The Department table includes a finer level of detail about a business

unit. The Department table gives you another way to categorize users,
groups, assets, and CIs.
Life-cycle tables
Life-cycle states track the life cycles for products, assets, contracts,
CIs, locations, and other objects. Using the standard life-cycle values
consistently helps you to track objects through their transitions over time.

associated.
Reporting can therefore accurately reflect the actual states of CIs:

usage, availability, end of support, and so on.
Note: Based on the type of item, the [life_cycle_control] table

controls which life-cycle stage values are available for each life-
cycle stage.
When you enable the CSDM framework, you can start using the Life
Cycle Stage and Life Cycle Stage Status fields to track an asset's life
cycle. To use the fields, follow the procedure described in Second
activation step — Activate the CSDM plugin. The following assets can
use life-cycle states:

associated.
Watch the ServiceNow Community video: CSDM V4 product and life

cycle discussion
CSDM implementation stages — Crawl

Benefits of the operations that you perform in the Crawl stage
• The operations provide the minimum CMDB support requirements for

Incident Management and Change Management.
• Setting up APM is faster because your business application data is in the

right place in the CMDB.
• The operations build the foundation for using DevOps because your
SDLC component data is populated and ready to relate to your
applications.
• Service Mapping is ready to use for mapping entry points because your
application service data is populated.
• The operations build the foundation for using TPM risk details, a
capability of APM.
The operations prepare you to manage and monitor the life cycles and
versions of the underlying technologies of the business applications in
your enterprise.
The data enables you to identify outdated or at-risk software using

APM, Service Mapping and Software Asset Management (SAM)
Professional.
Tables that you work on during the Crawl stage
Important: Future products and product enhancements depend on

the data that you prepare in each of the tables.
During this stage, you work on the following base-system CMDB tables:

associated.
• Business Application table [cmdb_ci_business_app]
• Mapped Application Service table [cmdb_ci_service_discovered]
• Application table [cmdb_ci_appl] (discoverable)
• Server/host (discoverable)
Note: Some of the classes that you implement in this stage are
logical CIs. Logical CIs aren’t created through Discovery, so their
Model ID values might not refer to product model (application
model, service model, or software model) records. To help you
to migrate to a product-centric management paradigm, each
instance of a logical CI should be associated with a product model.
See Auto-generate product models for logical CIs.
Start by focusing on applications and the application-related data in

these areas and tables:

associated.
Business Application table [cmdb_ci_business_app]
A business application is a base-system CMDB table that stores your

inventory, application portfolio, and their metadata.
Because this table is not an operational configuration item (CI), it is not

used by ITSM Incident Management, Problem Management, or Change
Management processes.
SDLC Component table [cmdb_ci_sdlc_component]
SDLC component CI records in the SDLC Component table

[cmdb_ci_sdlc_component] enable the DevOps product to provide
enhanced capabilities for visualizing and managing your application
development pipeline.
This table represents the software part or element of a larger whole

for applications and infrastructure. Related material may serve as
representative of developmental details. It can be used if you need to
identify the stratification of a business application or digital product.
Note: This is not an operational CI and cannot be used in incident,
problem, and change.
Application Service table [cmdb_ci_service_auto]
The application service is typically the system that the caller identifies
when they report an issue with an application.
A mapped application service is a base-system CMDB table that

identifies the related business application in use. The application service
ties all the elements of the CSDM together where applications are
present.
You may have several application services representing each

deployment based on the environment (development, QA, production)
and location or geography (North America, Asia Pacific).
Because application services are logical in nature, they should use the
Logical life cycle states. Application services follow the same life cycle
guidance as any other logical CI.

associated.
Application table [cmdb_ci_appl]
An application is a base-system CMDB table that represents the

discoverable instance of an application: code related to a process in
use on a host. This table isn't an inventory of your applications. Because of
the high level of complexity involved, don't try to manually populate the
application table. Discovery creates and maintains this table.
Important: The application table [cmdb_ci_appl] isn't an inventory

or portfolio of your applications. Don't make the mistake of storing
managed application details in the application table. Those details
(inventory or application portfolio objects) belong in the business
application table (as documented in Design domain of the CSDM
framework).
The application may be identified as the root cause of an incident.

However, if you're not using Event Management, the application may
not be the initial cause.
If you're using Discovery, applications are automatically related to

their host, which provides an impact hierarchy from server-to-host
applications.
CSDM implementation stages — Walk

Benefits of the operations that you perform in the Walk stage
Managing discovered infrastructure CIs
The operations facilitate managing the discovered infrastructure CIs. You

might manually managing the metadata on these CIs, such as support
group and technical approval group. By identifying the technical service
offering that manages these CIs, you can:
• Configure ServiceNow to populate and synchronize this metadata onto

the related child objects.
• Eliminate the manual effort of maintaining the metadata on thousands

of CIs.

associated.
View supported CIs
The operations establish a view of the CIs that your organization's

technical teams support.
You can see the specific support assignments, which you can change as
needed based on your support structure, operational-level agreements
(OLAs), and commitments.
Also, this view enables you to formalize for your process for supporting
applications and technology owners.
Prepare for Service Portfolio Management
The operations build the foundation for using Service Portfolio

Management (Service Portfolio Management).
You can start using Service Portfolio Management more quickly because
your service data are in the right place.
Use the Request Catalog
The operations enable you to order technology service offerings through

the Request Catalog. You can also automate ordering some offerings to
enhance the request workflow and update or create related CIs.
Note: The Request Catalog is not a CMDB table.
Prepare for ITOM) products
The operations build the foundation for Information Technology

Operations Management (ITOM) products, such as Service Mapping and
Discovery.
Enable Automation
The operations enable more automated methods of grouping CIs for

identification and management by Technical Service Offerings.
Tables that you work on during the Walk stage

The walk stage includes base-system CMDB tables that identify the
technology provider.

associated.
Technical service table [cmdb_ci_service_technical], or

[cmdb_query_based_services] for Event Management
The Technical service table has a service classification of "technical

service". This base-system CMDB table identifies the provider of the
technology that your business consumes.
Technology service offering table [service_offering]
A Technical service offering is a service offering with a service

classification of "technical service". Technical service offerings may be
further divided as follows:

associated.
• Location and geography
• Environment (production or non-production)
• Pricing
• Availability
• Support group (for Incident Management)
• Technical approval group (for Change Management)
• Packaging options (commitments)
The technical service offering comes from the service, based on how
the parent serves a specific technical need. Every operational technical
service must be associated with at least one technical service offering.
Note: Not all technical service offerings have to be related to
applications or infrastructure CIs. Managed Service Providers may
provide technical service offerings.
Dynamic CI group table [cmdb_ci_query_based_service]
A Dynamic CI group is a collection of CIs based on the results of saved

Query Builder queries, encoded queries, or manual entries. Query Builder
is described in Querying the CMDB. For more information about Dynamic
CI groups and how you can use them, see Manage Technical Services
domain of the CSDM framework.
CSDM implementation stages — Run

In the Run stage, you set up the relationship between a technology and
the business that sells and/or consumes the technology.
ITSM considerations during the Run stage

When you use ITSM, you must understand the impact that a technology
can have on your business. For example, your business may:
• Consume the technology.
• Sell the technology (as is the case with Customer Service

Management).

associated.
• Both sell the technology and consume it.
Benefits of the operations that you perform in the Run stage
• Run-stage operations ensure impact assessment for Incident

Management and Change Management. Within an incident or
change, you can identify the impacted business, assuming relationships
exist between the selected CI and the impacted businesses.
• Run-stage operations provide a foundation for using Service Portfolio

Management in the Digital Portfolio Management (DPM). Service
owners can monitor service portfolios and understand service-related
information including service trends, improvement initiatives, service
performance, and outage monitoring.
• Run-stage operations provide a foundation for ITSM capabilities. This

foundation populates the related “Subscribe by” table on a service
offering to identify the business and subscribers affected. Business
service offerings can identify subscribers by user, company, location,
department, and group.

associated.
Tables that you work on during the Run stage

associated.
Business service portfolio table [service_portfolio]
Note: The Business service portfolio is not a CMDB table.
A business service portfolio is not a CMDB table. A business service

portfolio is a hierarchical collection of business services (products and
services) that define a business objective.
Business service table [cmdb_ci_service_business]
The business service table is a base-system CMDB table. This table

identifies a business objective that uses (and depends on) the
infrastructure that technology uses.
This dependency means that the business service must sell or consume
that infrastructure.
Business service offering table [service_offering] (service offering

classified as a "business service")
Business service offerings are the starting point for configuring Service
Portfolio Management. Business service offerings consist of one or more
service commitments. These service commitments uniquely define the
level of service in terms of availability, scope, pricing, and other factors.
The business service offering comes from the service. The business service
offering is fine-tuned based on how the parent serves a specific technical
need.
Every business service should have at least one business service offering.
• Catalogs and catalog items

associated.
A catalog (sometimes called a request catalog or service request

catalog) is a set of business and technical products, services, service
commitment options, and offerings that users can order on a self-
service basis. You can manage a catalog to present your available
products and services to users as catalog items.
A catalog (sometimes called a request catalog or service request

catalog) is a set of business and technical products, services, service
commitment options, and offerings that users can order on a self-service
basis. You can manage a catalog to present your available products
and services to users as catalog items.
Catalogs (such as the Human Resources [HR] service catalog) help

manage services that a user can access. Catalogs contain catalog items
and are the starting point for accessing available services.
Catalog items
A catalog item is an item or a service that you can request from the
catalog. A service (for example, the employee onboarding catalog)
can offer multiple catalog items. Catalog items are listed on the service
portal and are available to the users who need them (either through
subscription or job responsibility). Each catalog item is linked to one
service offering.
CSDM implementation stages — Fly

the process.
Benefits of the operations that you perform in the Fly stage
The Fly stage is a foundation for using APM capabilities
You can use APM capabilities to rationalize your business applications.

Ask questions such as the following:
• Are you spending too much on your business capabilities?
• Are you spending too little on your business capabilities?
• Should you increase the amount you spend on emerging business

capabilities?

associated.
The Fly stage is a foundation for using APM with Service Portfolio
Management capabilities
You can use APM with Service Portfolio Management capabilities to

rationalize your business services and related offerings. Ask questions such
as the following:
• Are you spending too much or too little on services?
• Are you spending too little or too little on services?
• Are they the right services compared to emerging capabilities?
The Fly stage is a foundation for using ITSM capabilities
Starting with the New York release, you can use the Request Catalog to
relate a service offering to a catalog item. You can also enhance the
request workflow to automatically populate the “Subscribe by” table.
Note: The Request Catalog is not a CMDB table.
The Fly stage can hep you to manage business services
If your environment has a combination of CIs from each of the CSDM

domains, this stage provides away to manage business services.
The Fly stage is a way to identify the types of data that may be contained
in or used by your business applications
The information object table helps you see what's in your information
portfolio.
Tables that you work on during the Fly stage
You reach the fly stage after you have accomplished all or most of the
earlier stages.

associated.

associated.
The fly stage completes the remaining aspects of CSDM framework:
Business capability table [cmdb_ci_business_capability]

Information object table [cmdb_ci_information_object]
You capture asset information as information objects. You can connect

the information objects to your business applications to create an
application portfolio that you can use at any time.
You can use the Information Object table to identify the types of data
that a business application uses, including highly sensitive data such as:
• Personally Identifiable Information (PII)
• Payment Card Industry Data Security Standard (PCI DSS) data
• Health Insurance Portability and Accountability Act (HIPAA) data
Information objects are part of the information portfolio. The information

portfolio links to the following data:
• Data Domains: Total number of records in the Data Domain table

[sn_apm_data_domain].
• Information Objects: Total number of records in the Information Object

table [cmdb_ci_information_object].
• Database Instances: Total number of records in the Database Instance

table [cmdb_ci_db_instance].
• Database Catalogs: Total number of records in the Database Catalog

table [cmdb_ci_db_catalog].

associated.
Important: You might need to implement the Information object

table [cmdb_ci_information_object] as part of an earlier stage. Your
business requirements determine the right stage for implementing the
table.
Request catalog
Users request services through the Request Catalog. The Request Catalog
is not a CMDB table.
The fly stage includes these components:
• Business service portfolio table [service_portfolio]
• Business service table [cmdb_ci_service_business]; (service classified as

a "business service")
• Business service offering table [service_offering]; (service offering

classified as a "business service")
Auto-generate product models for logical CIs

single digital product.
Before you begin
Users with read access to modified CI records can view the new product
models.
About this task
Application, service, and software class instance CIs are not created
through Discovery, so their Model ID [model_id] values might not refer
to product model records. To assist you in migrating to a product-
centric management paradigm, each instance of a logical CI should be
associated with a product model. The CSDM Product Model Assignment

associated.
job operates on the following classes and uses the name of the class
instance as the name of the new product model.
• Service Offering
• Technical Service
• Application Service: The script adds the version (as it relates to the
Business Application) to the associated software model name. For
example, the software model for the MyAppService application service
CI might be MyAppService - version: 2.1.
• Business Service
• Business Application
The CSDM Product Model Assignment job calls the CSDMModelUtil script.
The script performs these actions for each instance of the supported
CSDM classes that does not refer to a product model:
1. Create a new application model, service model, or software model

record with the same name as the CI. If the requisite info for
generating the name value does not appear in the CI, the script uses
the default value that you specified.
2. For the CI, add a reference to the new product model in the Model
ID [model_id] field.
Operation of the script:
• The script observes the access rules of the CMDB admin that runs the
script.
• If an auto-generated product model record for a class instance CI

would be identical to an existing record, then the existing record is used
for that CI.
• If your data includes CIs with identical names (this is actually an error),
then the resulting model_id values might conflict. Validate the resulting
model_ids after running the script.

associated.
Procedure
1. Specify the default name to use if the name / version values of a

CI are insufficient to auto-generate the name for the new product
model.
a. Navigate to Configuration > CI Class Manager and then select

Open Hierarchy.
b. Navigate to each of the supported classes in turn (Application

Service, Business Service, and so on).
c. On the Basic Info page for the class, enter the appropriate name
in the Default Product Model field.
2. Run the CSDM Product Model Assignment job.
a. Navigate to System Scheduler > Scheduled Jobs > Scheduled

Jobs.
b. Search for and open the CSDM Product Model Assignment job.
c. Select Execute Now.

The script runs and generates the product models.
3. Review the created product models to ensure that the new Model ID
[model_id] values are correct.
Use:

associated.
• All > Product Catalog > Product Models > Application Models
• All > Product Catalog > Product Models > Service Models
• All > Product Catalog > Product Models > Software Models
4. Run the job whenever you want to create product model settings for
new class instances.
Managing the CSDM framework

applications.
CSDM modules
Navigate to the modules that assist you in implementing and managing

the CSDM domains and their components.

associated.

associated.
CSDM Data Foundations Dashboard
The CSDM Data Foundations dashboard displays key CSDM indicators on

a single page to help you get the full benefit from your Now Platform
products. See Viewing the CSDM Data Foundations dashboard.
Getting Started
Select Getting Started to open the library of CSDM user documentation —

the documentation you are viewing now.
Application Service Settings
Use the Application Service Settings module to specify the attributes

and relationships that are required when a user creates an application
service. See Specifying attributes and relationships for Application
Services.
Application Service Dashboard
The Application Service dashboard enables you to monitor and

manage application services to ensure that application services are
fully configured and are populated in the CMDB. See Monitoring and
managing application services.
Life Cycle Mapping
Use the Life Cycle Mapping module to specify how your existing life-cycle
values should be converted to CSDM life-cycle states. The mapping
ensures Now Platform products generate accurate reports for legacy CIs
in your environment. See First activation step — Map existing life cycle
data to CSDM standards.
Design
Work in the tables that are referenced in the Design domain of the
CSDM. See Design domain of the CSDM framework.
Manage Technical Services
Work in the tables that are referenced in the Manage Technical Services
domain of the CSDM. See Manage Technical Services domain of the
CSDM framework.

associated.
Sell and Consume
Work in the tables that are referenced in the Sell/Consume domain of the
CSDM. See Sell/Consume domain of the CSDM framework.
Synchronize data for 'Managed by' and 'Change' groups
Synchronizing group assignment attributes
Set the group for a CI or an entire class of CIs
Synchronize data using a technical service offering
Implement CSDM for your application
Application Portfolio Management product view
Business Continuity Management product view
Change Management product view
Customer Service Management product view
DevOps Config product view
Incident Management product view
Operational Technology product view
ITOM Health product view
ITOM Visibility product view
Problem Management product view
Service Catalog product view
• Viewing the CSDM Data Foundations dashboard
The CSDM Data Foundations dashboard displays key CSDM indicators

on a single page to help you get the full benefit from your Now Platform
products.
• Specifying attributes and relationships for Application Services

associated.

service.
• Monitoring and managing application services

manage application services to ensure that application services are
fully configured and are populated in the CMDB.
• Synchronizing group assignment attributes
To empower a particular user group to manage a collection of CIs or CI

classes, set group assignment attributes through the technical service
offering or the CI Class Manager. The operation synchronizes the group
attribute data across all CIs that belong to the specified CI class or
groups of CIs.
Viewing the CSDM Data Foundations dashboard

The CSDM Data Foundations dashboard displays key CSDM indicators on
a single page to help you get the full benefit from your Now Platform
products.

CSDM implementation stage (foundation, crawl, walk, run, and fly). As
a result, the reports on each tab display the metrics that are appropriate
for the maturity of your CMDB data. The label on each report identifies in
plain language the metric being displayed.
Select All > CSDM Data Foundations Dashboard to open the dashboard.
In this example, a report on the Run tab indicates that several business
service offerings don't have the required relationships to application
services. With this knowledge, Service owners can add the relationships
to ensure that customer service agents get complete information on the
upstream impacts of applications that are down.

associated.
• The Priority value is the product of the weight of the metric and the
severity of the actual score. Priority ranges from 1 — Critical (the highest
priority), to 5 — Low (the lowest priority).
The Result column displays a color-coded bar showing the percentage

of CIs or the measured item that are in compliance for the key
foundational metric.
• Red: 0–50% are in compliance.
• Yellow: 50–90% are in compliance.
• Green: More than 90% are in compliance.

associated.
• The Remediation playbook URL column displays links to knowledge

articles in Now Support with instructions for bringing the CIs into
compliance. Use your Now Support credentials to access the
knowledge article.
Note: Starting with the CSDM Data Foundations dashboard v2.2, the
following metrics no longer appear on the Fly tab:
• Information objects missing an app service relationship
• Catalog request items related to service offerings
Further information
• For an introduction, watch the ServiceNow Data Foundations

Dashboards for CSDM and CMDB video.
• See Configure the CSDM Data Foundations dashboard and Monitor

system foundations in the CSDM and the CMDB Data Foundations
Dashboards (2.2.1).
Specifying attributes and relationships for Application

Services
service.
Configuring the Application Service Settings
Navigate to CSDM > Application Service Settings to access the form.

For instructions, see Modify the attributes and relationships required for
application services.

associated.
Monitoring and managing application services

manage application services to ensure that application services are fully
configured and are populated in the CMDB.
Viewing application service reports
A report on the dashboard, for example, can direct you to an

application service that is not configured with a service population
method so you can repair it. For more information, see Monitor the health
of application services in the Application Service Dashboard.
You have two options:

associated.
View the Application Service dashboard on CMDB Insights
To view the dashboard in the Insights view, select CMDB Workspace,

select the Insights icon ( ), and then select the Application services tile.
See Insights view in CMDB Workspace.
View the Application Service dashboard
To view the dashboard, navigate to All > CSDM > Application Service
Dashboard.

associated.
Synchronizing group assignment attributes

To empower a particular user group to manage a collection of CIs or
CI classes, set group assignment attributes through the technical service
offering or the CI Class Manager. The operation synchronizes the group
attribute data across all CIs that belong to the specified CI class or
groups of CIs.
Methods for synchronizing group assignment attributes
• Synchronize data using a technical service offering: Directly set the

Support group,Change group, or Managed by group attributes in a

associated.
technical service offering. The settings are applied to CIs that are
associated with the technical service offering.
• Set the group for a CI or an entire class of CIs: Set the Managed by
group attribute for a specific class in the CI Class Manager. All CIs within
the class will have their Managed by group field populated based
on the value specified in the CI Class Manager. With this method,
the Managed by group setting is applied only to the CIs that aren’t
associated with a technical service offering. For CIs that are managed
by a technical service offering, the Managed by group field is first
synchronized with its dynamic CI group. This field is then synchronized
with the CIs that are part of that dynamic CI group, overwriting the
entry from the CI Class Manager.
• Use Support Group and Change Group: By using dynamic CI groups,

data synchronization enables you to manage data that cannot be
discovered. The values in the Support Group and Change Group
(previously labeled Assignment Group) fields in the cmdb_ci table are
synchronized with their related dynamic CI groups and with all the CIs
that are contained as part of that dynamic CI group object.
Team data synchronization
• Set the group for a CI or an entire class of CIs
Synchronize group assignment attributes on entire CI classes and

individual CIs using the CI Class Manager.
• Synchronize data using a technical service offering

individual CIs that use a technical service offering.

associated.
Related reference
• CI Class Manager

individual CIs using the CI Class Manager.
Before you begin
Role required: itil and itil_admin
About this task
Set the Managed by group attribute for a specific class in the CI Class
Manager. All CIs within the class will have their Managed by group field
populated based on the value specified in the CI Class Manager. With
this method, the Managed by group setting is applied only to the CIs
that aren’t associated with a technical service offering. For CIs that are
managed by a technical service offering, the Managed by group field is
first synchronized with its dynamic CI group. This field is then synchronized
with the CIs that are part of that dynamic CI group, overwriting the entry
from the CI Class Manager.
Procedure
2. Select Hierarchy to expand the CI Classes list, select a class to display

details for, and then select Basic Info.
3. Specify the value in the Managed by Group attribute and select

Save.
4. To verify the change, select CI List.

The change should be applied to the Managed by Group attribute of
all CIs of this class unless they are associated with a technical service
offering. The change is applied only to the CIs in the class and not to
the sub classes under a CI.

associated.
Example
As an itil_admin, you can define a user group that can manage all CIs
belonging to a specific class by following these steps:
1. Navigate to the CI Class Manager and select the Linux Server class in
the list.
2. Select Basic Info and, in the Managed By Group attribute, select

sys_user_group and then select Save.
3. To verify that the attribute was updated, select CI List and navigate
to the Linux Server class. You will see that the Managed By Group
attribute has been updated to sys_user_group.

individual CIs that use a technical service offering.
Before you begin
Role required: itil and itil_admin
About this task
Directly set the Support group,Change group, or Managed by group

attributes in a technical service offering. The settings are applied to CIs
that are associated with the technical service offering.
Procedure
1. Navigate to All > Configuration > CMDB Groups and create a new
CMDB group.
See CMDB groups for details.
2. Navigate to All > Configuration > Dynamic CI Groups.
3. Create a new Dynamic CI group and associate it with the CMDB

group that you created.

associated.
See Manage Technical Services domain of the CSDM framework for

more information on Dynamic CI groups.
4. Navigate to All > CSDM > Technical Service Offering and create a
new technical service offering.
See Manage Technical Services domain of the CSDM framework for
more information on technical service offerings.
5. Navigate to the CI Relationships table and select New and enter the
following values:
• Parent: Select the technical service offering you created.
• Child: Select the Dynamic CI group you created.

associated.
6. Select Submit.
You have created a relationship between the technical service
offering and the Dynamic CI group.
7. Navigate to All > CSDM > Technical Service Offering and open the
technical service offering that you created.
8. Enter values in the following fields:
• Support group
• Change group
• Managed by group
Note: The dynamic CI group that you associated with the
technical service offering is listed in the Managed by related
item.

associated.
9. Right-click the header and select Save.

A message confirms that data synchronization has been enabled for
the fields.
10. The values that you specified are applied to the related Dynamic CI
group and all associated CIs.

associated.
Note:
• If a new CI is added to the class, the data will be

synchronized only after the scheduled CSDM Data Sync
job is completed. If you need to synchronize the data
immediately, navigate to Scheduled Jobs > CSDM Data Sync
and select Execute.
• The Managed by Group field might be populated in both the

CI Class Manager and the technical service offering. In this
case, the value specified in the Managed by Group field in
the technical service offering takes precedence.
Applying the CSDM guidelines to your product

The "Product view" topics describe how several ServiceNow products
benefit from your use of the Common Service Data Model (CSDM)
framework.
Product view topics include the following information:
• Brief overview of the function and benefits of the product.
• Use case and examples.
• CSDM tables managed by the product.
• CSDM tables used by the product.
• Mention of other ServiceNow products that add value to the product.
• Mention of other ServiceNow products that benefit from the product.
Note: A CSDM use case might have one or more data types. Other
ServiceNow products may also manage these data types. The use
cases don't describe all possible product dependencies.
The product view topics do not address the following information:
• Implementing the ServiceNow product.

associated.
• Configuring systems that are not included in the base system. Such
systems might be referred to in this product view, but they are out-of-
scope.
• Using other ServiceNow products, such as IT Service Management

(ITSM), IT Business Management (ITBM), and IT Operations Management
(ITOM).
CSDM 4.0 What's New
• Application Portfolio Management product view
Use APM to gain a comprehensive understanding of your organization's

applications so you can identify redundancies and decrease
budgetary costs. The goal of this product view is to help you to
understand how APM key entities work with the core CSDM framework.
• Business Continuity Management product view
Business Continuity Management (BCM) gives your organization the

capability to continue to deliver products and services at an
acceptable level following a disruptive incident. The goal of this
product view is to help you to understand how BCM key entities work
with the core CSDM framework.
• Change Management product view
Change Management lets you control every aspect of the IT

change process from creation to approval. When you have accurate
information, you can minimize risks to your business and avoid conflicts
with scheduling. The goal of this product view is to help you to
understand how Change Management key entities work with the core
CSDM framework.
• Customer Service Management product view
The CSM enables you to provide service and support for your external
customers through communication channels such as the web, email,
chat, telephone, and social media. The goal of this use case is to
understand how CSM key entities work with the core CSDM framework.

associated.
• DevOps Config product view
The DevOps Config application validates and manages the

configuration data of your enterprise applications across every stage
of the DevOps pipeline. This ensures that risky changes to configuration
data do not get deployed to your production environment. The goal of
this product view is to help you to understand how DevOps Config key
entities work with the core CSDM framework.
• Incident Management product view
Incident Management supports the incident management process with

the ability to identify and log incidents, classify and prioritize incidents,
assign incidents to appropriate users or groups, escalate, resolve, and
report incidents. The goal of this product view is to help you to
understand how Incident Management key entities work with the core
CSDM framework.
• Operational Technology product view
Operational Technology covers products that tackle aspects of

managing OT assets and production processes at various stages of the
life cycle. The goal of this product view is to help you to understand
how Operational Technology key entities work with the core CSDM
framework.
• ITOM Health product view
ITOM Health includes the Event Management and ITOM Health

applications, which help you track and maintain the health of services
in your organization. The goal of this product view is to help you to
understand how ITOM Health key entities work with the core CSDM
framework.
• ITOM Visibility product view
ITOM Visibility consists of two ServiceNow products: Discovery and

Service Mapping. These products are responsible for creating
Configuration Items (CIs) in the CMDB and relating them. The goal of
this product view is to help you to understand how ITOM Visibility works
with the core CSDM framework.
• Problem Management product view

associated.
Problem Management helps identify the cause of an error in the

IT infrastructure, reported as occurrences of related incidents. The
goal of this product view is to help you to understand how Problem
Management key entities work with the core CSDM framework.
• Service Catalog product view
The Service Catalog lets you create other catalogs (such as the
Request Catalog and the Product Catalog) that provide self-service
opportunities in the channel you want to use, such as the self-service
portal, the mobile app, or the Virtual Agent (conventional interface).
The goal of this product view is to help you to understand how Service
Catalog key entities work with the core CSDM framework.
Application Portfolio Management product view

Use APM to gain a comprehensive understanding of your organization's
applications so you can identify redundancies and decrease budgetary
costs. The goal of this product view is to help you to understand how APM
key entities work with the core CSDM framework.
Note: If you do not use CSDM 4.0 or later versions, see the Rome
documentation for CSDM.
APM home page
The APM home page organizes many of the CSDM tables used by APM.

associated.
Business Portfolio
View the number of defined business capabilities that have been or

will be assessed, and the number of business applications that support
capabilities but are at-risk.
For more information about using capability mapping to establish a

configuration item (CI) relationship between the business capability and
the business applications, see [product].
Information Portfolio
Capture the asset information as information objects. You can connect

the information object to your business applications to create an
application portfolio that you can use at any time.
The information portfolio links to the following data:
• Data Domains: Total number of records in the Data Domain table

[sn_apm_data_domain].
• Information Objects: Total number of records in the Information Object

table [cmdb_ci_information_object].

associated.
• Database Instances: Total number of records in the Database Instance

table [cmdb_ci_db_instance].
• Database Catalogs: Total number of records in the Database Catalog

table [cmdb_ci_db_catalog].
For more information about the information portfolio and the information
portfolio model, see [product].
Application Portfolio
Track the applications that support your business capabilities and

effectively manage them to meet the goals of your organization. The
portfolio provides a list of applications with information such as their
category, manufacturer, and type. Select Applications to navigate to
the list view of business applications in your organization.
For more information about measuring the usability, cost, quality,

performance, and risk of applications, see [product].
Technology Portfolio
Use metrics to measure the usability, cost, quality, performance, and risk
of applications.
For more information about technology portfolio management and how

it relates to business applications, see [product].
• Application Portfolio Management and CSDM tables
Application Portfolio Management manages and uses CSDM tables.

Several ServiceNow products benefit from and add value to APM.
• Application Portfolio Management use case
APM lets you define a single, version-agnostic entity that represents all
instances, technologies, and data used for planning and reporting.
• Application Portfolio Management considerations
Consider these points while implementing the CSDM framework.
Application Portfolio Management manages and uses CSDM tables.

Several ServiceNow products benefit from and add value to APM.

associated.
CSDM tables managed by APM
1. Business Capability table [cmdb_ci_business_capability]
2. Business Application table [cmdb_ci_business_app].

Note:
APM uses the Platform and Platform App fields on the Business
Application table to establish the relationship between a
business application and the underlying application service.
APM manages the Platform Host / Platform App relationship
using a reference on the APM form, not through a CI relationship.
The relationship connects the record of the business application

that is used in planning and design with where and how it’s
realized operationally, represented by application services. The
relationship accounts for each use of a business application
in the development, test, and production environments (dev,
test, and prod application service instances). Often there are
multiple production deployments. For example, a large retailer
uses a business application that runs a cash register in each of
its 1,000 stores. There are therefore 1,000 production instances of
the application service — one per store — for that one business
application. See the "CSDM in a nutshell" video for additional
discussion of the relationship.
3. Information Object table [cmdb_ci_information_object]

associated.
CSDM tables used by APM
1. Mapped Application Service table [cmdb_ci_service_discovered]
2. Configuration Item tables [cmdb_ci*]
3. Business Capability table [cmdb_ci_business_capability]
4. Business Application table [cmdb_ci_business_app]
5. Information object table [cmdb_ci_information_object]
6. SDLC Component table [cmdb_ci_sdlc_component]

associated.
Products that add value to APM

When you use APM with any of the following ServiceNow products, you
increase the value you get from APM:
• Discovery provides details about the hardware and software CIs you
are using.
• Service Mapping provides details about the application instance

service in the [cmdb_ci_service_discovered] table, relating
infrastructure and application [cmdb_ci_appl) CIs.
• Asset Management provides the related product model. Software

Asset Management (SAM Foundation ) and Hardware Asset
Management (HAM) provide life-cycle data for Technology Portfolio
Management.
• Financial Management: Total Cost of Ownership (TCO) calculation

based on general ledger data and allocation rules.
• Project Portfolio Management views the business application

roadmaps. Includes demands, projects, sprints and epics.

associated.
• Agile Development views the backlog stories and epics of each

business application in the application roadmap.
Products that benefit from APM

The following ServiceNow products gain value from APM:
• IT Service Management (ITSM): Services have the context of the

business and applications, along with the information and technologies
layered beneath them.
• Information Technology Operations Management (ITOM): Understands

the business context for the application services along with the
hardware and software being managed.
• Governance, Risk, and Compliance (GRC): Auditors can leverage

the business applications and related information objects. This helps
auditors understand the design-time data sensitivity for scoping audits,
measuring risks, and managing audit activities.
• Asset Management: Manages the software and hardware life cycles

for business applications and business services.
APM lets you define a single, version-agnostic entity that represents all
instances, technologies, and data used for planning and reporting.
APM use case
You can use a business application for planning and governance

activities, such as funding, road mapping, and risk reporting. Rationalizing
business applications is a continuous process, and is critically important
to reducing costs and planning technology transformations. Rationalizing
business applications is also critical for completing mergers, divestitures,
or other broad-impact business-led changes.
Key features of the APM use case
The CMDB, when used by the CSDM framework, provides value to APM in
the following ways:
• Application life cycle management. This includes:
• Registering a new business application (included in the base system).
• Updating a business application

associated.
• Decommissioning a business application, including all the related

application services and infrastructure. Because application services
are logical in nature, they should use the Logical life cycle states.
Application services follow the same life cycle guidance as any other
logical CI.
• Business application portfolio assessments based on metrics or related

impacts.
• Roadmap planning and creating new ideas, demands and projects.
• Data certification process
• Total cost of ownership (TCO) calculations (using the Financial

Management module)
• Manage the following related entities:
• Information objects table [cmdb_ci_information_object]
• Business capabilities table [cmdb_ci_business_capability]
Results of the APM use case
With this use case, CSDM provides APM a consistent way to model
business applications and relate critical data. The use case ensures
that the application services (instances) are defined as required for
automating the technology risk scores, costs, and other metrics used for
analysis.
TPM use case
TPM gives you a better understanding of the risks associated with using
software and hardware that is at the end-of-life (EOL) date. You can
use the details provided by the CSDM framework to determine the risk
of using software and hardware that is at EOL. Each product life cycle
EOL date is calculated, then combined following the CSDM framework to
provide a score at the Business Application level.
Results of the TPM use case
The CSDM framework provides a consistent data structure. This consistent

data structure makes it easier for you to manage the life cycles of your
technology and analyze the combined technology risks.

associated.
Because of the way the CSDM framework is structured, you can leverage
many products from ITOM, Service Management (Service Portfolio
Management), and IT Application Management (ITAM).
The risks of using EOL technologies are calculated based on the life cycle
of each software and hardware product model identified in the CMDB,
and matched with a software and hardware product model.
You can enter the life-cycle data manually, import it from an external
source, or use the data provided with your Software Asset Management
Professional or Hardware Asset Management license.
The risks are calculated and displayed in a hierarchy. Business application

is at the top level, SDLC Components are under the business application,
then Application Services indicate each deployment (instance), and
software and product models are at the lowest level. Risks are calculated
in the order shown below, and are based on the time span between the
current date and the EOL date.
Note: Configuring SDLC component is optional. Even without SDLC
component configuration, you can connect business applications
with the application services directly.
1. Hardware and software product model — Displays the current life-

cycle phases, sources, and indicates the specific models at-risk
2. Application Service level — Displays the combined risk status of

all underlying hardware and software product models used in the
Application Service (Instance).
3. SDLC Component — Displays the SDLC components along with the

associated application services and business applications
4. Business application level — Combines all the underlying Application

Service (Instances) to determine the overall risk rating at a portfolio
level.

associated.
Technology Portfolio Management home page (with the SDLC

Component configuration)
Technology Portfolio Management home page (without SDLC

Component configuration)
The following information is used to determine the EOL impact to business

applications and their installed application services (instances):
• The business applications used in your organization are all linked to one
or more application services. Each of the application services run on
one or more technologies or software models.
The name of the Application Service Software model table is

[sn_apm_tpm_service_software_model].
• The software model has a sequence of life-cycle stages. The life-cycle

stages range from the installation date to the retirement date.

associated.
Some business organizations set an internal date based on the life-

cycle phase of the software models. These software model phases can
be Early Adopter, Mainstream, Declining use, and Retired.
Similarly, the software vendors might also set a date for the software
based on the vendor life-cycle phases, such as Pre-release, General
Availability, End of Life, and Obsolete. Vendor support might vary
depending on the phase of the technology. For example, when the
software model reaches the Obsolete phase, the vendor might stop
supporting the technology.
The Software Model Life cycle table is named

[sam_sw_model_lifecycle].
Business services are what IT provides to the customer. A business

service is a service type that is published to business users. A business
service typically implements one or more business capabilities.

business services.




associated.
• Using Technology Portfolio Management: The Software Asset

Management Foundation plugin provides life-cycle data that
Technology Portfolio Management uses. However, you can manage
that data manually or get it from another source. Both products share
the underlying tables, but are independent and you can use them
separately.
• For information about managing your application portfolio, see

Application Portfolio Management - Inventory Best Practices.
• Applications and business applications use different tables and

represent different elements.
Business application
• Uses the Business Application table [cmdb_ci_Business_App].
• Represents the single, logical, construct of the application that

comprises application service, environment, software, and hardware
in use.
Application
• Uses the Application table [cmdb_ci_appl].
• Represents the specific version of software in use on a server (often

populated by Discovery or System Center Configuration Manager
(SCCM).
For additional information about APM, see APM: Application Inventory -

Most common questions.
Business Continuity Management product view

Business Continuity Management (BCM) gives your organization the
capability to continue to deliver products and services at an acceptable
level following a disruptive incident. The goal of this product view is to
help you to understand how BCM key entities work with the core CSDM
framework.
The business impact analysis capability enables business teams to identify

the IT and Non IT dependencies that can captured as part of the CMDB.

associated.
The same information is used to create IT DR and BC plans along with the
recovery steps.
Use BCM to identify the objective, governance model, and framework

for effective implementation and maintenance of a BCM program. The
functional components of BCM operate within the framework, interact
with each other to respond to a crisis situation in a synergistic manner,
and execute end-to-end critical processes to minimize impacts on
employees, business, and customers.
BCM includes the following major functional components to alleviate

the disruption to your organization, continue operations, and deliver your
business services during a disruption.
• Business Impact Analysis
• Business Continuity Planning and Recovery Management
• Crisis Management
For more information
For more information about using Business Continuity Management see:
• Business Impact Analysis
• Business Continuity Planning / IT DR planning
• Plan Exercising
• Crisis Events
• Business Continuity Management and CSDM tables
Business Continuity Management manages and uses CSDM tables.

Several ServiceNow products benefit from and add value to Business
Continuity Management.
• Business Continuity Management use case
Business Continuity Management use cases are described in this

section.
• Business Continuity Management considerations

associated.
Business Continuity Management manages and uses CSDM tables.

Several ServiceNow products benefit from and add value to Business
Continuity Management.
CSDM tables managed by BCM
1. Business Process
2. Business Service
3. Locations
4. Business Applications
5. Users and Groups
6. Application Service
7. Information Object

associated.
CSDM tables used by BCM
1. Locations table [cmn_location]
3. Configuration Item table [cmdb_ci*]
4. Business Process table [cmdb_ci_business_process]
5. Business Unit and Department tables [business_unit,

cmn_department]
6. Users and Groups user table [sys_user]
7. Business applications table [cmd_ci_business_appl]
8. Information Object table

associated.
Products that add value to BCM
When you use BCM with other ServiceNow products, you increase the
value you get from Business Continuity Management.
Integrated Risk Management (IRM), for example, provides a holistic

approach to the BCM program. The risk assessments become a critical
input for creating the business continuity planning phase. The BCM
policy can be authored and maintained in the policy and compliance
capability of IRM.
Products that benefit from BCM
Integrated Risk Management
Risk assessments can be scoped based on the business impact analysis

done on business services, business processes and applications.
Operational Resilience
The business continuity plan status and exercise results are used to track
the resilience profile of the business services.
Business Continuity Management use cases are described in this section.
Business Impact Analysis use case
The Business Continuity Managers are enabled with BIAs. In the BIAs the
users can analyze the financial and non-financial impact of a service,
process, CI downtime to classify the CMDB data into recovery tiers, and
identify the recovery objectives.

associated.
The managers can also identify the CI and non-CI dependencies like:
• CIs: Business applications, application services, servers, hardware.
• Non-CIs: Business services, business processes, locations, users, groups,

business units, departments, suppliers.
Business Continuity Planning and Recovery Management use case
Business continuity managers can create and manage business

continuity and IT Disaster Recovery (DR) plans by referencing the CIs.

associated.
Business continuity managers can identify recovery strategies and

instructions to recover the CIs and non-CIs in case of a disruptive event.
Crisis Management use case
Crisis managers can identify the impacted CIs and non-CI items like
datacenters, locations, business units due to a crisis event.

associated.
Crisis managers can alert the stakeholders of items under risk, send
notifications, and activate recovery plans related to the CI and non-CI
information.
• Difference between a Business Capability and a Business Service:
A business service is a service type that is published to business users. A

business service typically implements one or more business capabilities.

associated.

business services.



• Using Technology Portfolio Management: The Software Asset

Management Pro provides life-cycle data that Technology Portfolio
Management uses but that data can be managed manually or can
be loaded from alternate source. The underlying table structures are
shared between both products but both products run independent of
one another.
• Managing an Application Portfolio: See Application Portfolio

Management - Inventory Best Practices for details on how to manage a
business application.
• Difference between a business application and an application:
• A business application (cmdb_ci_business_app) represents the single,

logical construct of the application that is made of all application
services including the environment, software, and hardware that has
been deployed.
• An application (cmdb_ci_appl) represents the specific running

installation of software running on a specific server, often populated
from discovery or SCCM.

associated.
Change Management product view

Change Management lets you control every aspect of the IT
change process from creation to approval. When you have accurate
information, you can minimize risks to your business and avoid conflicts
with scheduling. The goal of this product view is to help you to
understand how Change Management key entities work with the core
CSDM framework.
Change Management
Change Management includes the following features:
• Manage changes more quickly by using the Change Advisory Board

(CAB) Workbench to schedule, plan, and manage CAB meetings from
one interface.
• The Change Management backlog analysis dashboard provides

increased visibility into any changes.
• Service Maps let you see the change impacts at-a-glance.
• The change approval policies increase DevOps velocity and remove IT

friction.
Change Request form

The Change Request form references the following attributes and related
lists.
References the
[cmdb_ci_service_business] table.
1 Service (Business Service)
Note: Earlier platform releases
labeled this attribute Business
Service.
References the [service_offering]

2 Service Offering table where the offering has a
parent service.

associated.
3 Configuration Items References the [cmdb_ci] table.
4 Affected/Causal CIs Related list [task_ci] table.
Related list [task_cmdb_ci_service]

5 Impacted Services
table.
References the Group attribute.

Note: You can populate
6 Assignment Group the Group attribute by using
the Assignment Group for the
relevant CI.

associated.
For additional details on Change Management, see Change

Management.
See the video: How Change Management leverages the CSDM
• Change Management and CSDM tables
Change Management manages and uses CSDM tables. Several

ServiceNow products benefit from and add value to Change
Management.
• Change Management use case
For ITSM, specifically incident and change, identifying the location of

critical data can help reduce mean time to resolve incidents and
eliminate outages caused by change.
• Change Management considerations
Change Management manages and uses CSDM tables. Several

ServiceNow products benefit from and add value to Change
Management.
CSDM tables managed by Change Management

Configuration items (CIs) tables [cmdb_ci_*]:
• Application table [cmdb_ci_appl]
• Server table [cmdb_ci_server]
• Virtual machines table [cmdb_ci_vm_instance]
• Load balancer table [cmdb_ci_lb]
• Network gear table [cmdb_ci_netgear]
The following figure highlights the CSDM tables managed by Change

Management.

associated.
CSDM tables managed by Change Management
CSDM tables used by Change Management
1. Application Service table [cmdb_ci_discovered_service] or any

infrastructure CI.
3. Business Service [cmdb_ci_service_business] table and Technical

service [cmdb_ci_service_technical] table: Uses the service
classification attribute to identify business services, technical services,
and application services as types of services.
4. Service Offering [service_offering] table: Uses the service

and application services as types of service offerings.

associated.
Tables used by Change Management
Products that add value to Change Management
When you use Change Management with other ServiceNow products,

you increase the value you get from Change Management. These other
ServiceNow products include:
Discovery
Discovery provides details about the hardware and software CIs you are
using.
Service Mapping
Service Mapping provides details about the application instance service

in the Mapped Application Service [cmdb_ci_service_discovered] table,
relating infrastructure and application [cmdb_ci_appl) CIs.
Products that benefit from Change Management
Service Portfolio Management (Service Portfolio Management)
Services have the context of the business and applications, along with
the information and technologies that underpin them.

associated.
Incidents caused by, impacted by, or fixed by Change Management.
Asset Management
Updates assets.
Information Technology Operations Management
Updates CIs using a controlled process.
DevOps
Provides Change Management governance for pipeline tool chains.
For ITSM, specifically incident and change, identifying the location of

critical data can help reduce mean time to resolve incidents and
eliminate outages caused by change.
Key features of the Change Management use case

Applying the CSDM framework provides value to Change Management
in the following ways:
• Enables users to understand the impact of a change on services and

service offerings.
• Changes are dynamically routed.
• Change Management identifies and notifies all affected services to

support the approval decision.

associated.
1. Subscription: Related lists on service offerings that identify who has

access to the offering and thus may be impacted in an outage.
An incident or change can identify impact using the subscribed by
tables. The related lists are as follows:
• Service Subscriptions by Company [service_subscribe_company]
• Service Subscriptions by Department

[service_subscribe_department]
• Service Subscriptions by Group [service_subscribe_sys_user_grp]
• Service Subscriptions by Location [service_subscribe_location]
• Service Subscriptions by User [service_subscribe_sys_user]
2. Business service offering may be used to provide the business

approver based on approval_group and business_criticality. A
business service may have multiple offerings, each with a different
criticality.

associated.
3. Technical service offering may be used to provide the technical

approver approval_group and technical assignment group on the
attribute assignment_group. May be used by change for routing
of change and change tasks. May be synchronized onto the CI’s
that the offerings manage thus reducing the manual overhead of
maintaining manual data on thousands/millions of CI’s.
4. Application service may be used to provide prod and non-prod

(DEV, QA, UAT, etc.) environments. Non-prod environments may be
filtered out if desired. The legacy used_for attribute maps to the
environment attribute. You should use the environment attribute.
Note: Some service offerings may identify the environment of
the offering as well.
Results of the Change Management use case
The CSDM framework provides context for the changes. The context
includes the CIs involved in the change and the services affected.
Use the Change Request form to see the impact of the change.
Complete the following steps:
1. Populate the Configuration Item attribute [configuration_item] with

the target CI for the change activity. You can then use this CI to
identify details for change routing. For example, you can use the
CI data, such as “Assignment Group” or "Approval Group," and
provide information about the service impact by using dependency
relationships.
2. Populate the Impacted Services related list [task_cmdb_ci_service]

with the services that are related to the populated CI. These may
include services and service offerings.
3. (Optional) Use the Service and Service Offering attributes to identify

the provider services responsible for managing the selected CIs.
4. (Optional) Use the Affected CI related list [task_ci] to identify the

CIs that may have caused the change. These CIs are in addition to
the CIs previously populated. The [task_ci] table can be populated
dynamically or manually.

associated.
Note: Dynamic population is not part of the base system. To

use dynamic population, you need to configure the Change
Request form.
• Business applications not referenced in the Change Management

use case: Business applications are portfolio objects you can use for
designing and planning an Enterprise Architecture. Business application
portfolio objects don't contain version, environment, and localization
details for deployments using one or more applications.
• Change approval process: It depends on how you implement Change

Management. After you populate the CIs on the Change form (if
there's a relationship between the CI and the impacted services and
service offerings), the Approval group approves the change.
• CI attributes used for routing changes: If you are initiating the change
or the change task, use the Assignment Group attribute CI. If you are
using build run teams, you could use the Support Group attribute CI for
the team assignments.
Customer Service Management product view

The CSM enables you to provide service and support for your external
customers through communication channels such as the web, email,
chat, telephone, and social media. The goal of this use case is to
understand how CSM key entities work with the core CSDM framework.
CSM use case
CSM provides proactive customer service, decreases cost of service,

and provides end-to-end visibility to both customer service and service

associated.
delivery groups. For more information, see Integrating with Service

Portfolio Management.
For information on setting up the data, see Configure foundation data.
Results of the CSM use case

Understand the tables within the CSDM framework that are needed to
support the following CSM functionality:
• Service-aware Install Base
• Proactive Customer Service Operations
• Real Time Service Health and Outage Tracking
• Contextual Service Catalog
The following sections include details of the activities needed for the use
case.
CSM data model

CSM uses the following key entities to resolve complex end-to-end issues.
• A case is the primary entity of CSM. CSM uses cases to track and
resolve customer questions or issues.
• Customer information is linked to a case using associated entities such

as Accounts, Contacts, Consumers, Household, Products, and Service
Contracts. This information provides the customer service agent the
information necessary to resolve customer issues.
• An account can be a customer account, a partner account, or both.
• The contact is an employee of an account. A contact record stores

information about a contact, such as the name, phone number, and
email address. A contact can also have a user ID and can log in to the
customer portal.
• A consumer is a customer in the business-to-consumer (B2C) business

model.
• Household defines the consumers who constitute a household, and the

relationships between household members.

associated.
• Sold Product tracks the products or services sold to an account or

consumer.
• Install Base Items represent the instance of the product that has been
configured for a customer.
• Service Contract defines the type of support that customers receive. A

contract can include an account and contact or a consumer and the
specific assets that are covered. A contract can also include multiple
service entitlements and SLAs.
• Entitlement specifies the type of support that a customer receives as

well as the supported communication channels.
• Customer Service Management and CSDM tables
Customer Service Management manages and uses CSDM tables.

Several ServiceNow products benefit from and add value to Customer
Service Management.
• Customer Service Management examples
In this example, the CSDM helps the fictitious ACME technology

company use CSM to manage network monitoring services for
customers.
• Customer Service Management FAQs
Customer Service Management manages and uses CSDM tables. Several

ServiceNow products benefit from and add value to Customer Service
Management.

associated.
CSDM tables managed by CSM

CSM tables managed by CSDM
CSM references the following CSDM tables:
1. Sold Product table [sn_install_base_sold_product in CSM
Represents the product purchased by an Account or Consumer, and

references the Product Model table [cmdb_model] or Service Model
table [cmdb_service_product_model] for a Customer (Account or
Consumer).
2. Install Base Item table [sn_install_base_item] in CSM
Represents the products installed or in use by an account

or consumer. Install Base Items are CIs consumed by the

associated.
customer and generally reference the Application Services table

[cmdb_ci_discovered_service] for SaaS products.
Multiple sold products can be used on a given

Install Base Item by using the Installed Products table
[sn_install_base_m2m_installed_product].
3. A Service Model references the Service Offerings table

[service_offering]. Multiple Service Offerings can be associated with a
single Service Model.
4. After the product is sold to a customer, the Sold Product table

references the Service Offering table [service_offering]. This reference
helps to identify the customers subscribed to an offering.
5. Customers can request services related to the products

they have purchased by linking the Catalog Items table
[sc_cat_item] to the Product Model or Service Model
by using the Product-to-Catalog Items Relationships table
[sn_prod_cat_rel_m2m_product_catalog_item].
6. Account table [customer_account] in CSM
Extends the Company table. The Account table can be a customer

account, a partner account, or both.
7. Contact table [customer_contact] in CSM
Extends the User table. A user is an employee of an account. A

contact record stores information about a contact, such as the
name, phone number, and email address. A contact can also have
a user ID and can log in to the customer portal.
8. Consumer table [csm_consumer] in CSM
A consumer is a customer in the business-to-consumer (B2C) business

model.

associated.
CSDM tables used by CSM

CSDM tables used by CSM
1. Company [core_company], Business Unit [business_unit],

Department [cmn_department], Location [cmn_location], Groups
[sys_user_group], Users [sys_user]
2. Product Model tables [cmdb_model], and

[cmdb_service_product_model]
3. Contract table [ast_contract]
5. Configuration Item table [cmdb_ci_*]
6. Business Service table [cmdb_ci_service_business]
7. Business Service Offering table [service_offering]
8. Request Catalog table [sc_cat_item]

associated.
Products that add value to CSM

When you use CSM with other ServiceNow products, you increase the
value you get from CSM. These other ServiceNow products include:
Services have the context of the business, applications, information, and

technologies layered beneath them.
Event Management
Enables organizations to identify service health-related issues on a single

management console. Event Management provides alert aggregation
and root cause analysis (RCA) for discovered services, application
services, and automated alert groups.
Enables organizations to document and manage services using a

standardized, structured format.
Products that benefit from CSM
Enables organizations to link incidents, problems, changes, and requests

to cases, and have the context of the customer (consumer or account)
reporting the issue.
IT Operations Management (ITOM)
Enables organizations to identify the Install Base Items and the customers
affected by service issues. Helps organizations to provide proactive
customer service.
Enables customers that have subscribed to the Service Offering to see

who owns the service.
In this example, the CSDM helps the fictitious ACME technology company
use CSM to manage network monitoring services for customers.

associated.
Example scenario: Key personas and how they benefit
ACME offers a network monitoring service to its enterprise customers who

can purchase either the Platinum, Gold, or Silver offering. A customer,
Boxeo, has purchased the network monitoring Platinum offering (Sold
Product) and is using it in development and production environments
(Install Base Item).
CSM data model example
The key personas (customer service agents, network operations center

(NOC) engineers, service owners, and customers) can complete the
following tasks:
Customer service agents can:

associated.
• View the products and services that the customer has purchased (Sold
Product) and installed (Install Base).
• View the service offering associated with the sold product. The sold
product references the service offering.

associated.
• View the health status of Install Base Items

associated.
NOC engineers can: View customers affected by a service issue and

inform customer service. Specifically, they can perform the following
operations:
View the affected Install Base Items and add it to or remove it from
an Account. The Install Base item references the application service
(CI). The CI it depends on should be one of the CIs affected. The CI
should also be referenced in the Alert to show that Install Base Item
(and therefore the Account or Consumer) as affected.
• Create a proactive case from an alert and inform the customer service
team of the service issue or outage.
Service owners can: View the customers

that are subscribed to a service offering.

associated.
Customers can:
• View the install base items and details.
• View outages and service issues.
• View products they have purchased.
• Request services related to the products they have purchased.

associated.
Example CSM and CSDM use cases
Service with multiple packages
ACME offers a Credit Check Service to its enterprise customers. They can
purchase the Platinum, Gold, or Silver offering.
Service with optional components
ACME offers a Billing Service to its enterprise customers. They can

purchase the bundle or one or more of the component offerings (for
example, invoices, payments, or discounts).

associated.
Service with a physical product
ACME offers a Digital Printing Solution. Customers can purchase either the
bundle or the printer along with one more service offerings (for example,
Scan and Email, Monitoring).
Service sold to multiple customers
ACME sells a Pharmacy Manager Service to two customers: Boxeo and

Avid Inc.
Service used by multiple customers
ACME deploys both Boxeo and Avid on the same production instance
(multi-tenant model).

associated.
Service used on-premises
ACME offers an Order Management service. This purchase is tracked in

the Now Platform but is used on-premises.
Additional information
For more information about the relevant CSM features and tasks, see the
following topics:
Configure form views for Service Portfolio Management integration
View product information from the Customer Service Portal
Create a proactive case from an alert

associated.
Create a case for install base from the Customer Service homepage
Proactive Customer Service Operations
Service health status for install base
Configure install base
Outage tracking for install base
View install base information from the Customer Service Portal
View install base information in Agent Workspace
View product information from the Customer Service Portal
View sold product information in Agent Workspace
Frequently asked questions (FAQs)
• What is a Service-aware Install Base?
A Service-aware Install Base enables companies to track the digital

products and services in use. A Service-aware Install Base also tracks
the relationships of the products and services to dependent services
and CIs that affect their health.
• What are Proactive Customer Service Operations?
Proactive Customer Service Operations bring CSM and Event

Management together to enable companies to proactively trigger
case workflows and notify the affected customers.
• Do I need to purchase CSM Professional package to use the Service-

aware Install Base?
No. The Service-aware Install Base is included in the CSM base system.
• Can multiple sold products reference the same service offering?
Yes. Multiple sold products (that is, Service Models) purchased by

different companies can reference the same service offering. For

associated.
example, multiple customers can purchase the same SaaS offering with
same service commitments.
• Can multiple Install Base Items reference the same application service?
Yes. Multiple Install Base Items (either for the same account or for
different accounts) can reference the same application service. For
example, a multi-tenant SaaS offering where multiple customers (each
with their own Install Base Item) are used on the same production
instance (application service).
• When do I create an incident rather than a proactive case from an

alert?
Typically, some companies create an incident so that their NOC

engineers can resolving the issue. After they determine that the issue
impacts multiple customers, they also proactively create a major case
and related child cases (one for each impacted customer) to notify the
affected customers. Thus, the alert, incident, and case are all linked.
Updates made by the resolving teams to the incident status or

additional comments are reflected in the case. The customer service
teams use these updates to keep customers informed.
To meet the customer notification time requirements of the SLAs,

companies may also automate creating incidents and cases from the
alert. In addition, companies can also create a proactive case from
the alert while the issue is being resolved.
• What is the difference between entitlements managed at the CSDM

Service Offering and the CSM Contracts and Entitlements?
Service Commitments in CSDM define the expected level of a service.

A service offering consists of a set of service commitments which
uniquely define the service offerings. For example, a service offering
may include a service commitment to perform a data backup each
night.
Service contracts in CSM store information about the type of support

that is provided to a customer. A contract can include an account
or consumer, a contact, and the specific assets that are covered.
A contract can also include multiple service entitlements and SLAs.
An entitlement defines the type of support that a customer receives,
as well as the supported communication channels. For example, a

associated.
customer may sign a service contract to receive support from 6:00 a.m.
to 9:00 p.m. on weekdays.
• How can I request additional services based on the product that I've
purchased?
The relationship between the product model and the catalog items
enables you to use the customer portal to request additional services
for the products you've purchased. Multiple catalog items can be
associated with a product model.
• Do I need elements from all the CSDM domains to set up CSM?
No. The approach mentioned in this use case is based on the

recommended guidelines and assumes you are in the Run or Fly stage
of the CSDM implementation. See Implementing the CSDM framework
in stages for more information.
When you are implementing CSM, start with the tables in the CSDM
Foundation domain and the CSM Customer Service domain. Using
these domains enables you to leverage the capabilities included in
CSM.
To enable the proactive customer service operations, use tables from

the CSDM Manage Technical Services domain for monitoring the
application services tied to the customers’ install base. Using this
domain enables you to leverage the CSM and ITOM integration.
Service-centric organizations can leverage the tables from the CSDM

Sell/Consume domain to connect the product model to the service
offerings and then to sold product. These connections enable you to
track the service portfolio and see a complete view of how customers
are consuming services.
DevOps Config product view

The DevOps Config application validates and manages the
configuration data of your enterprise applications across every stage
of the DevOps pipeline. This ensures that risky changes to configuration
data do not get deployed to your production environment. The goal of
this product view is to help you to understand how DevOps Config key
With DevOps Config, you can:

associated.
• Automatically validate configuration data before deployment.
• Integrate your most common DevOps tools and processes.
• Evaluate and monitor DevOps Config process and results.
• Manage and secure your configuration data across multiple sources.
• Use DevOps Config with DevOps Change Velocity for visibility across
the entire life cycle of your applications.
For more information, see Configuring DevOps Config
• DevOps Config and CSDM tables
DevOps Config manages and uses CSDM tables. Several ServiceNow

products benefit from and add value to DevOps Config.
• DevOps Config use case
DevOps Config centralizes configuration data so that it can be

secured and validated before deploying to production. DevOps Config
supports continuous deployment processes by validating configuration
data changes for use downstream by deployment tools. Governance
teams can use policies to help developers deliver compliant products
with minimal impact on the pipeline.
• DevOps Config considerations
DevOps Config manages and uses CSDM tables. Several ServiceNow

products benefit from and add value to DevOps Config.
CSDM tables managed by DevOps Config
The following tables are managed by DevOps Config:
• Application Model table [cmdb_application_product_model]
• SDLC Component table [cmdb_ci_sdlc_component]

associated.
CSDM tables used by DevOps Config
• Application Service table [cmdb_ci_service_auto]
• SDLC Component table [cmdb_ci_sdlc_component]
• Application Model table [cmdb_application_product_model]: Extends

Product Model table
• Software Model table [cmdb_software_product_model]: Extends

Product Model table

associated.
Products that add value to DevOps Config
• Change Management captures configuration data changes along

with application code changes, test summaries, and other DevOps
related points attached to a change request record.
• DevOps Change Velocity integrates configuration data into pipeline

executions.
Products that benefit from DevOps Config
• ITSM: Applications show configuration data as a part of changes in their

application’s life cycle, which can be seen in pipeline executions and
change request records.
• GRC: You can map control objectives to configuration data policies to

provide an audit trail of configuration data changes in real-time for risk
and compliance use cases.
DevOps Config centralizes configuration data so that it can be secured

and validated before deploying to production. DevOps Config supports

associated.
continuous deployment processes by validating configuration data

changes for use downstream by deployment tools. Governance teams
can use policies to help developers deliver compliant products with
minimal impact on the pipeline.
Key features of the DevOps Config use case
• Manage configuration data in a secure, centralized data model.
• Leverage out-of-the-box policy content for faster adoption.
• Harness compliant configuration data in the pipeline.
DevOps Config model with CSDM

DevOps Config ties to the Common Service Data Model through two
different points, emphasizing both the Build and Operate aspects of the
model:
• In the Build phase, DevOps Config connects via the CDM Application
table to the SDLC Component table, which then connects to the
application model. This allows DevOps Config teams to manage the
overall configuration data for their applications and infrastructure.
• DevOps Config also interacts with CSDM in the Application Service

table. DevOps Config ties a CDM application’s deployable(s),
which is the set of configuration data that is deployed to a
particular environment such as production, development, or QA to
an application service. The application service is representative of an
application’s operating environment, including environment type and
location attributes which maps perfectly with the CDM deployable
object.
Here is a focused view of the CSDM diagram, with the parts that are
relevant to DevOps Config.

associated.
Additionally, the following diagram shows how configuration data flows

operationally through DevOps Config and where it touches the various
elements of CSDM.

associated.
1. Upload
a. When an application is built, it is usually handled by an

automated build service like Jenkins. In addition to the
application code, configuration data is also pulled into the build
service. Users can upload the configuration data into DevOps
Config and commit it to their application’s data model. The data
is linked to an application model through the SDLC component.
b. Additionally, during the commit stage, if configuration data

changes are found to impact the application’s deployables,
a snapshot is generated to capture this change for that
environment.
2. Validate and publish: Configuration data changes that generate

snapshots for particular deployables can be validated against a
user’s policies. After a snapshot is validated, it can be published for
consumption.

associated.
3. Export:
a. After the configuration data is published, it can be exported.

The exported configuration data is used downstream in a
CI/CD pipeline, where it is used to provision an application or
infrastructure.
b. If DevOps Change Velocity is used along with DevOps Config,

users can implement change acceleration in this step of the
pipeline to link a snapshot to a change request. Additionally, the
application service linked to the deployable that the snapshot
belongs to can also be specified. If the application service is
appropriately linked to a Dynamic CI Group, it can create a
direct link between the CIs in the application service that would
be impacted by the changes specified in the snapshot.
Results of the DevOps Config use case
CSDM provides DevOps Config connectivity between application

models for building and ensuring that the instances of that model that
are running in a customer’s environment (as expressed in the Application
Services) are using a validated configuration data in the build and
deploy processes for the application and/or infrastructure CIs tied to that
environment.
• If you are creating a new DevOps Config application from an existing

application model or service, consider the differences between an
Application Model and an Application Service:
• An Application Model is a type of model that can be managed

and tracked within a Scrum development process. It is the reference
object to which your application's configuration data will be tied.
• An Application Service represents an instance of a business

application or system in different types of development environments,
like development, test, or production. It is the target environment
where your configuration data will be deployed and is consequently
linked to a deployable in your application. Application Services
typically link back to an application model, where the intended state
of configuration data for an application is defined.

associated.
Note:
• If you already have a target environment (development, test,

or production) that you want to configure and the Application
Service for this environment has been defined, this option is
the quickest way to get your configuration data defined and
mapped to that environment. It's the preferred option.
• This is also the preferred option if an Application Service has not

yet been defined, but an application model has already been
created (from other uses in the platform).
• Usage of a separate application record in DevOps Config:
DevOps Config has a separate version of an application compared

to its counterpart in DevOps Change Velocity. The reason for this is
that the application is the central object of reference for a customer’s
configuration data model, and therefore requires strict boundaries on it
to respect any changes to that model over time.
Conversely, the application in DevOps Change Velocity can be

considered more of a container for the various tool objects that can
be discovered with it (pipelines, plans, repositories, and code commits).
Incident Management product view

Incident Management supports the incident management process with
the ability to identify and log incidents, classify and prioritize incidents,
assign incidents to appropriate users or groups, escalate, resolve, and
report incidents. The goal of this product view is to help you to
understand how Incident Management key entities work with the core
CSDM framework.
Features of Incident Management that get the most benefit from the
CSDM include:
• Agent Workspace gives agents the information they need to quickly

prioritize and resolve incidents.
• The major incident workbench includes a single-pane view you can use
to identify, track, and resolve high-impact incidents.

associated.
• The native mobile app allows agents to quickly view and respond to
tasks on-the-go, and can approve the requests with a single swipe.
• Incident deflection encourage self-help by suggesting related

knowledge base articles.
• Improves collaboration on incident tasks by using drag-and-drop

functionality on visual task boards.
• Performance analytics provide detailed insights into performance

trends.
Incident Management includes a form you can use to report incidents.
Incident form
The incident form references the following attributes and related lists.
1. Service — References the [cmdb_ci_service_business] table.

Note: Earlier ServiceNow releases labeled this attribute Business
Service.
2. Service Offering (attribute) — References the [service_offering] table.

Displays the service offerings affected by the incident in the Service
Offerings related list.
3. Configuration Items — References the [cmdb_ci] table

associated.
4. Affected/Causal CIs — Related list [task_ci] table. (The Incident form

allows Application Services to be chosen as CIs)
5. Impacted Services — Related list [task_cmdb_ci_service] table
6. Service Offering — Related list [task_service_offering] table
For more details about Incident Management, see Incident

Management.
• Incident Management and CSDM tables
Incident Management manages and uses CSDM tables. Several

ServiceNow products benefit from and add value to Incident
Management.
• Incident Management use case
Incident Management restores normal service operation, while also

minimizing impact to your business and maintaining the quality of your
data.
• Set up the Incident Management form
Configure the Incident form to see the impact of an incident and

then restore affected services. The CSDM framework enables you to
view rich context for incidents: the CIs involved in the incident and the
service offerings, business applications, and business services that the
incident affects.
• Incident Management considerations
Incident Management manages and uses CSDM tables. Several

ServiceNow products benefit from and add value to Incident
Management.
CSDM tables used by Incident Management
The Incident form references the following CSDM tables:

associated.
1. Application Service [cmdb_ci_discovered_service] table or any

infrastructure CI.

service [cmdb_ci_service_technical] table: Use the service
and application services as types of services.
4. Service Offering [service_offering] table: Uses the service

and application services as types of service offerings.
See the Incident Management documentation for information about

service commitments on a service offering (for example, resolution
time for incident).
Tables used by Incident Management

associated.
Products that add value to Incident Management

When you use Incident Management with other ServiceNow products,
you increase the value you get from Incident Management. These other
ServiceNow products include:
Discovery
using.
Provides life-cycle information for a service.
Asset Management
Provides the related product model. Software Asset Management (SAM

Foundation ) and Hardware Asset Management (HAM) provide lifecycle
data for Incident Management.
Security Management
Provide initial information that helps in containing, eradicating, and

recovery of security related incidents.
Risk Management
Provides IT risk and financial risk information.
Products that benefit from Incident Management
Services have the context of the business and applications, along with
the information and technologies layered beneath them.
Information Technology Operations Management (ITOM)
Understands the business context for the application services along with
the hardware and software being managed.

associated.
Auditors can leverage the business applications and related Information

Objects. This helps auditors understand the design-time data sensitivity for
scoping audits, measuring risks, and managing audit activities.
Asset Management
Manages the software and hardware life cycles for business applications
and business services.
Customer Service Management (CSM)
Incident Management restores normal service operation, while also

minimizing impact to your business and maintaining the quality of your
data.
Incident Management Use Case
Use Incident Management to create an incident that captures

information about the asset-related CIs. An incident keeps a record of
the updated, repaired, swapped, or retired CIs.
By keeping track of the assets, you can tell where the assets are located,
how they are used, and when changes were made to them. This
information helps you systematically monitor and manage the assets in
your company.
A CI generates an incident. Use a dependency view to identify other

CIs that are affected by the incident. Associate the affected CIs with an
incident record to find out how the incident affects other dependent CIs.
Following the CSDM framework provides value to Incident Management

in the following ways:
• Incident Management understands the impact of the Incident on

services and service offerings.
• Incident Management dynamically routes incidents.
• Incident Management identifies all affected services.

associated.
Results of the use case

The CSDM framework provides context for incidents—both the CIs
involved in the incident and the services that it affects.
Use the Incident form to see the impact of an incident and restore
affected services. Complete the following steps:
1. Populate the Configuration Item attribute [configuration_item] with

the CI or the affected service. You can then use the CI to identify
details for incident routing. For example, you can use the CI data like
Support Group and provide information about the service impact by
using dependency relationships.
2. Populate the Impacted Services related list [task_cmdb_ci_service]

with the services and service offerings that are related to the
populated CI.
3. (Optional) Use the Service and Service Offering attributes to help

narrow the list of available CIs.
Note: Narrowing the list of available CIs is not a feature of
the base system. To narrow the list, you need to configure the
Incident form.
4. (Optional) Add the Affected CI related list [task_ci] to identify the CIs
that might have caused the incident.
5. (Optional) Add the Impacted Services related list

[task_cmdb_ci_service] to see the services and CIs that are impacted
by the incident.

associated.
Incident form for use case
Configure the Incident form to see the impact of an incident and then
restore affected services. The CSDM framework enables you to view rich
context for incidents: the CIs involved in the incident and the service
offerings, business applications, and business services that the incident
affects.
Before you begin
About this task
Incident Management leverages the CSDM data structure to display

information that assists in solving the incident.
Go to the 1:00:00 mark on this video to learn about setting up the

Incident form to include the related lists that leverage the CSDM
framework.

associated.
Procedure
1. Navigate to All > Incident > Administration > Incident Properties.
2. In the Incident Related List Properties section, enable the following

properties and ten select Save.
• Populate Impacted Services based on Affected CIs. This property

enables display and update of the Impacted Services/CIs
related list when you perform the Refresh Impacted Services
action.
• Populate the Business Application related list for incidents
• Populate the Service Offering related list for incidents
The properties are fully described in Incident Management

properties.
3. Ensure that the Principle Class option is selected for the CI or CI class
as described in Create a CI class and Update the list of classes in the
Principal Class filter.
4. Navigate to All > Incident > Open and fill in the following fields:
Incident form
The business service or technical

service associated with the
incident. The value that you
specify narrows the list of
available CIs that appear for
selection in the Configuration
Item field.
Service
Note: Narrowing the list of

available CIs isn't a feature
of the base system. To
narrow the list, you must
specify values for Service
and Service Offering.

associated.
The business service offering

(product) or technical service
offering associated with the
incident. The value that you
specify narrows the list of
available CIs that appear for
selection in the Configuration
Service Offering Item field.
Note: Narrowing the list of

available CIs isn't a feature
of the base system. To
narrow the list, you must
specify values for Service
and Service Offering.
The CI or the affected

service. (Hardware, application,
and cloud [physical CIs] or
application service [logical CIs])
You can then use the CI

Configuration Item
to identify details for incident
routing. For example, you can
use the CI data like Support
Group and provide information
about the service impact by
using dependency relationships.

associated.
5. Review the information.
• The CIs that may have caused the incident appear in the
Affected CIs related list [task_ci].
• The services and service offerings that are related to the

populated CI appear in the Impacted Services/CIs related list
[task_cmdb_ci_service].
• The services and CIs affected by the incident appear in the

Impacted Services/CIs related list [task_cmdb_ci_service].
Incident Management considerations
Business applications are not referenced in Incident Management
Business applications are portfolio objects used for designing and

planning your enterprise architecture. Business applications don't contain
attribute-level details such as version, environment, and localization (for
any deployments using one or more applications).

associated.
Application service
An application service is an operational CI and a unique instance of an

application.
An application service is the logical representation of the underlying

hardware and software CIs that work together to implement a business
application or system. The application service represents an instance of
the business application or system.
Using application service on an Incident form
You can use the application service CI on the Incident form in scenarios
like the following:
• The incident is for an application-related issue. On the Incident form,

you can enter Application Service in the Configuration Item field to
represent the application. For example, you can report the application
service called MyApp 3.0 Production as unavailable.
• The incident is for an infrastructure CI that is affecting one or more

services. On the Incident form, the Impacted Services/CIs related list
identifies the application service affecting services. For example, the
Server Acme42 CI might be identified as affecting the MyApp 3.0
Production and other related services.
Operational Technology product view

Operational Technology covers products that tackle aspects of
managing OT assets and production processes at various stages of the
life cycle. The goal of this product view is to help you to understand how
Operational Technology key entities work with the core CSDM framework.
Operational Technology Manager
Creates the foundational data and relationships that enable your

enterprise to use the Operational Technology solution. For more
information, see Operational Technology Manager.
Industrial Process Manager
Enables you to create the ISA-95 Equipment Model data foundation that
is required for the Operational Technology solution. For more information,
see Industrial Process Manager .

associated.
Operational Technology Vulnerability Response
Enables effective prioritization and remediation of OT asset vulnerabilities

at the site level. For more information, see Operational Technology
Vulnerability Response.
Operational Technology Incident Management
Enables engineers to quickly resolve OT asset and production process

issues. For more information, see Operational Technology Incident
Management .
Operational Technology Change Management
Enables your organization to implement changes to OT assets and

production processes. For more information, see Operational Technology
Change Management .
• Operational Technology and CSDM tables
Operational Technology manages and uses CSDM tables. Several

ServiceNow products benefit from and add value to Operational
Technology.
• Operational Technology Manager use case
The Operational Technology Manager use cases are described in this

section.
• Operational Technology and CSDM elements
Terms related to managing business applications with elements of

CSDM.
• Operational Technology FAQ
You might have questions while implementing the CSDM framework.
Operational Technology manages and uses CSDM tables. Several

ServiceNow products benefit from and add value to Operational
Technology.

associated.
CSDM tables managed by Operational Technology

There are two primary categories of tables managed by Operational
Technology (OT):
• Operational Technology assets: Configuration items found on an OT

(ICS or PCN) network.
• ISA equipment model entity: Industrial process automated by OT assets.
The numbers in this figure correspond to the CSDM tables managed by

Incident Management.
CSDM tables used by Operational Technology
1. OT assets:
a. Configuration Item classes were created for Operational

Technology hardware classes (cmdb_ci_ot) by extending
hardware. See Operational Technology (OT) extension classes for
details.

associated.
b. Any CI Class (any relevant existing hardware class as well as new

OT classes can be designated as OT assets by adding OT asset
details using the OT Asset Details (cmdb_ot_entity) reference to
the cmdb_ot_entity table. OT Asset Details include OT-specific
characteristics like Purdue Level and OT asset type.
c. OT asset types describe the function of any CI that automates an

industrial or production process. The cmdb_ot_entity_type table
describes these functions or roles.
As shown here, a single OT asset is represented by at least two

records: one CI and one OT entity record. The asset can contain
six or more records in up to six tables (for example, if the CI has
more than one IP and MAC address).
2. Equipment model entities:
a. The equipment model entity class extends the Calculated

Application Service and is used to:
a. Represent the site of any OT asset or equipment model

entity. A record in the Equipment Model Entity table
(cmdb_ci_ot_isa_entity) without a parent is considered a site.
b. Represent the ISA equipment model entity for a part of the

production process.
b. You can use equipment model templates (isa_entity_template)

to further describe the relationships between equipment model
entities found in an industrial environment.

associated.
a. Levels (isa_entity_level) describe the hierarchical level of the

equipment model entity. For the default ISA-95 template, the
levels shown here (area, work center, and work units) are
included in the base system.
b. Level types (isa_entity_type) describe the type of process

represented by the equipment model entities at a given
level. For the default ISA-95 template, the types shown here
(process cell, production unit, production line, and storage
zone) are included in the base system.
CSDM includes relationship types (specific to Operational Technology)

that more accurately distinguish how OT assets and equipment model
entities relate to each other:
• Producer for::Consumer of: Describes the production process (material

flow) between equipment model entities.
• Contains Element::Element of: Describes the hierarchical relationship

between equipment model entities.
• Automated by::Automates: Describes the relationship between an OT

asset and an equipment model entity that the OT asset automates.
• Detects::Detected by: Describes which Network Intrusion Detection

System (NIDS) class (cmdb_ci_nids) detected an OT asset on an OT
network.

associated.
• Owns::Owned by: Describes the relationship when an OT Control

Module is owned by an OT Control System (PLC, DCS, and so on)
The following dependency maps show the relationships between OT

assets and equipment model entities:

associated.

associated.
Products that add value to Operational Technology

When you use OT with any of the following ServiceNow products, you
increase the value you get from OT.
Discovery for Operational Technology
Discovery for Operational Technology provides details about IT-classed

hardware and software CIs and can be configured to provide additional
OT asset context like Purdue Level and Site on a per-OT schedule basis.
Discovery for OT is part of the Operational Technology Manager product.
Industrial Process Manager
When OT assets are assigned to an equipment model entity, automated

by::automates relationships are created between them. This can be
done manually in the Industrial Workspace or using the relationship
between OT subnets and equipment model entities using the Automatic
Mapping Across Zone-based IP Network Groups (AMAZING) feature in the
OT Subnet Mapping menu item.
Operational Technology Vulnerability Response
When vulnerable item (VI) records are created by importing records from
an OT-certified integration with a third-party security platform, OT assets
are associated with the VI. This enables both of the following capabilities:
• Risk calculation based on the criticality of the mapped equipment

model entity.
• Assignment of VIs to the appropriate local team for remediation via

site-based assignment groups.
Operational Technology Incident Management
Incident Management for OT runs separately from IT for most OT assets.

OT incident records enable site-based access and views to issues that are
related to OT assets.
Products that benefit from Operational Technology
Services have the context of the site, production process, and OT assets,
along with the information and technologies layered beneath them.

associated.
Information Technology Operations Management (ITOM)
Understands the business context for the production processes along with
the OT asset hardware and software being managed.
Security Operations
Understands the business context for the production processes as well as

OT asset hardware and software being secured.
Auditors can better leverage production process flows and related

Information objects. This helps auditors understand the design-time
data sensitivity for scoping audits, measuring risks, and managing audit
activities.
Asset Management
Manages the impact of the software and hardware life cycle process on
the production processes.
The Operational Technology Manager use cases are described in this

section.
Operational Technology Manager use case
The Operational Technology Manager application creates the

foundational data and relationships that enable your enterprise to
use the Operational Technology solution. It supports the use of
the Configuration Management Database (CMDB), Service Graph
connectors, and Discovery applications in the Now Platform.

associated.
The Operational Technology Manager workspace summarizes the OT

asset inventory by Purdue Level and OT asset type.
Key features of the Operational Technology Manager use case
• Operational Technology Manager uses OT configuration item (CI)

extension classes that extend the CMDB class hierarchy.
• Discovery for OT is restricted to OT specific roles and OT related meta

data can be added to an OT discovery schedule.
• The Service Graph connector (Excel) imports OT data from a populated

Microsoft Excel flat-file spreadsheet. This data is validated and then
transformed into the appropriate table records and relationships to
represent OT asset details in the CMDB.

associated.
Results of the Operational Technology Manager use case

With the Operational Technology Manager use case, you can:
• Visualize dependencies of OT assets in the industrial environment.
• Manage the life cycle of OT assets on a site-by-site basis with site

specific RBAC
• Create a solid data foundation and define critical levels of

infrastructure.
Industrial Process Manager use case
Use the Industrial Process Manager application to create the ISA-95

equipment model data foundation that is required for the Operational
Technology solution.
Key features of the Industrial Process Manager use case
You can perform the following operations in the Industrial Process

Manager workspace:
• Use ISA-95 models to describe the production process at each site in

the industrial environment.
• Manage equipment model entities and their relationships with each

other and with OT assets.

associated.
• Automatically map the relationship of all OT assets to the equipment

model entity it automates using the OT subnet to equipment model
entity relationship.
Results of the Industrial Process Manager use case
The Industrial Process Manager enables you to create a custom version of

the equipment models in each of your sites.
Operational Technology Vulnerability Response use case
Operational Technology Vulnerability Response enables you to

effectively prioritize and remediate OT asset vulnerabilities at the site
level.
Key features of the Operational Technology Vulnerability Response

use case
• Remediation owner workspace maps vulnerable items (VIs) with the

production process.
• Risk calculation for OT VIs can be based on criticality of the equipment

model entity automated by the OT asset.
• Automatic assignment of VIs to remediation owners based on the site

assigned to the OT asset with the VI.
Results of the Operational Technology Vulnerability Response use

case
By leveraging the CMDB relationships of OT assets, you can prioritize

vulnerable assets or items based on the criticality of the production
process they automate.
As an OT engineer or OT vulnerability manager, Operational Technology

Vulnerability Response enables you to find answers to questions such as:
• What are my OT asset vulnerabilities?
• How can I prioritize vulnerability remediation using OT specific risk?
• What progress are we making toward remediation of OT vulnerabilities?

associated.
Operational Technology Vulnerability Response summarizes and rolls up

vulnerability risk by equipment model entity.
Operational Technology Incident Management use case
OT incidents occur when there is a disruption in service that is provided

by an OT asset on an OT network. Sometimes, the OT asset may not
be known when the incident is first created. Operational Technology
Incident Management enables engineers to quickly resolve OT asset and
production process issues.

associated.
Key features of the Operational Technology Incident Management

use case
When a user creates an OT incident from the Industrial Workspace, the

incident is automatically assigned a Network Type of OT to distinguish an
OT incident from an IT incident. The field is not displayed by default.
Results of the Operational Technology Incident Management use

case
Operational Technology Incident Management enables engineers to

quickly resolve OT asset and production process issues. It enables you
to manage OT incidents separately from IT incidents.
Terms related to managing business applications with elements of CSDM.
Term Definition
The service records that describe how an industrial

Equipment model operation is organized to produce an output or
product.
The relationships between equipment model entities

Production
and the various stages of the workflow from the raw
process
material to finished goods.
A parent equipment model entity record that has

no parent. This is a special equipment model entity
Site
record because it is used to assign read or write
level access to the OT assets assigned to the site.
The site assignment is needed for role-based

security (RBAC) of OT assets. This is implemented
OT asset (site as a choice list reference field on the OT Asset
assignment) Details (cmdb_ot_entity) table portion of the OT
asset record because an OT asset can belong to
only one site.
The automates::automated by relationship

OT asset
describes how the OT asset is related to the
(automates::auto
production process, which could include more than
mated)
one equipment model entity.

associated.
Term Definition
In both OT and IT networks, the Windows server is

represented in the cmdb_ci_win_server server.
Additionally, the Windows server in the

Windows server
OT network has a reference in the
(OT and IT
cmdb_ci_win_server.cmdb_ot_entity field pointing
networks)
to a record in the cmdb_ot_entity table that
describes its function in OT and other OT
characteristics like Purdue Level, site, and so on.
You might have questions while implementing the CSDM framework.
What is the difference between a production process and an equipment

model entity?
Equipment model entities are the service records used to describe how
an industrial operation is organized to produce an output or product.
The production process describes the relationships between equipment
model entities as material flows from raw input to a finished product.
What is a site?
A site is a parent equipment model entity record that itself has no parent.
A site is a special equipment model entity record because it is used to
assign read or write level access to the OT assets assigned to the site.
Why does an OT asset have both a site assignment and

automates::automated by relationships?
The site assignment is needed for role-based security (RBAC) of the OT

assets. This is implemented as a choice list reference field on the OT Asset
Details (cmdb_ot_entity) table portion of the OT asset record because an
OT asset can belong to one site only.
The automates::automated by relationship describes how the OT asset is

related to the production process, which could include more than one
equipment model entity.

associated.
What is the difference between a Windows server found on an OT network

and one found on an IT network?
In both types of network, the Windows server is represented in the

cmdb_ci_win_server server. Additionally, the Windows server in the OT
network has a reference in the cmdb_ci_win_server.cmdb_ot_entity field
pointing to a record in the cmdb_ot_entity table that describes its
function in OT and other OT characteristics like Purdue Level, site, and
so on.
ITOM Health product view

ITOM Health includes the Event Management and ITOM Health
applications, which help you track and maintain the health of services
in your organization. The goal of this product view is to help you to
understand how ITOM Health key entities work with the core CSDM
framework.
ITOM Health consists of two main capabilities that use the CSDM
framework.
Event Management
Event Management gathers alerts from infrastructure events captured

by third-party monitoring tools. Event Management uses IT-related
information gathered by Discovery to map alerts to CIs. Based on the
collected information, Event Management then provides dashboards
showing a consolidated view of all service-impact events.
Metric Anomaly Detection
Proactively analyzes your IT infrastructure to spot issues and prevent

service outages. Using advanced machine learning to analyze
information about your IT infrastructure, the application automatically
determines dynamic thresholds and identifies anomalies that may
indicate potential service outages.
For more information on ITOM Health, see ITOM Health.
• ITOM Health and CSDM tables
ITOM Health manages and uses CSDM tables. Several ServiceNow

products benefit from and add value to ITOM Health.

associated.
• ITOM Health use case
Modern organizations increasingly rely on artificial intelligence (AI)

technologies in IT operations (AIOps) to help address rapid growth
in data volumes and variety. Modern organizations need to analyze
this data and find ways to automate and predict issues before they
occur. AIOps platforms have emerged as a solution to many of these
challenges.
• ITOM Health considerations
ITOM Health manages and uses CSDM tables. Several ServiceNow

products benefit from and add value to ITOM Health.
CSDM table managed by ITOM Health
ITOM Health manages the Dynamic CI Group table

[cmdb_ci_query_based_service]

associated.
CSDM tables used by ITOM Health
2. Configuration Item table [ci_*]
3. Dynamic CI Group table [cmdb_ci_query_based_service]
Products that add value to ITOM Health

When you use ITOM Health with other ServiceNow products, you increase
the value you get from ITOM Health. These other ServiceNow products
include:
Discovery
using.

associated.
Service Mapping
Service Mapping provides details about the application instance service

in the [cmdb_ci_service_discovered] table, relating infrastructure and
application [cmdb_ci_appl) CIs.
Provides the related product model. Software Asset Management (SAM)

and Hardware Asset Management (HAM) provide life-cycle data for
Technology Portfolio Management (TPM).
Products that benefit from ITOM Health
Incident Management
Incidents are created using the downstream information from Event

Management.
ITOM Health provides the application service impact which, in turn, is

used to identify the affected users.
Modern organizations increasingly rely on artificial intelligence (AI)

technologies in IT operations (AIOps) to help address rapid growth
in data volumes and variety. Modern organizations need to analyze
this data and find ways to automate and predict issues before they
occur. AIOps platforms have emerged as a solution to many of these
challenges.
Key features of the ITOM Health use case
• Event and metrics ingestion using the base-system integration to

selected monitoring systems
• Event and metric processing and alert creation
• Alert correlation and root cause analysis
• Anomaly detection
• Application service impact calculation
• Service Operations workspace

associated.
• Alert remediation automation
Results of the ITOM Health use case
Application service maps help Network Operations Center (NOC)

operators at central locations to accurately predict root cause alerts and
correlate the alerts with the discovered topology data. Correlating the
alerts with the discovered topology data lets you accurately predict the
impact to services. Impact analysis helps you to determine the impact on
the application services and visualize it in the application service map.
Considerations for implementing ITOM Health
CIs required to get the most benefit from Event Management
Event Management uses the CIs that are monitored by the operations
team to bind an alert to the correct CI and analyze the impact on the
monitored service.
Technical Services in Event Management
Technical Services are now labeled as Dynamic CI Group service.

Dynamic CI Group services use the CMDB CI Group capability to query
the CMDB.

associated.
Common use case for Dynamic CI Group service
The Dynamic CI Group service is used in Event Management as a logical

grouping of CIs. Dynamic CI Group service provides the health status of
the group to the technology or service owner.
ITOM Visibility product view

ITOM Visibility consists of two ServiceNow products: Discovery and Service
Mapping. These products are responsible for creating Configuration Items
(CIs) in the CMDB and relating them. The goal of this product view is
to help you to understand how ITOM Visibility works with the core CSDM
framework.
Aspects of ITOM Visibility
Discovery
Discovery finds computers, servers, printers, a variety of IP-enabled

devices, and the applications that run on them. It can then update the
CIs in your CMDB with the collected data.
Service Mapping
Service Mapping discovers all application services in your organization

and builds a comprehensive map of all devices, applications, and
configuration profiles that support the associated business services.
Service Mapping maps dependencies based on the connections

between devices and applications. This method, called top-down
mapping, helps you immediately see the impact of a problematic object
on the rest of the application services.
Discovery basics.
Service Mapping.
• ITOM Visibility and CMDB tables
ITOM Visibility manages and uses CMDB tables. Several ServiceNow

products benefit from and add value to ITOM Visibility.

associated.
• ITOM Visibility use case
The ITOM Visibility use cases are described in this section.
• ITOM Visibility considerations
ITOM Visibility manages and uses CMDB tables. Several ServiceNow

products benefit from and add value to ITOM Visibility.
Tables that ITOM Visibility manages
Mapped application service tables
The tables that ITOM Visibility manages depend on the method used to
map the application service. You can use the Application Service wizard
to populate an application service.
• Map the application service using top-down discovery of CI

connections. This method requires Service Mapping, the sm_admin

associated.
role, and the current domain must be a leaf domain. This is the best
option for accuracy and complete mapping. ITOM Visibility manages
the Mapped Application Service table [cmdb_ci_service_discovered]
• Map the application service using a tag list or tag family. This method
requires Service Mapping and is preferred for public or private cloud
where tags are typically used. ITOM Visibility manages the tag-based
maps table [cmdb_ci_service_by_tags].
• Manually map the application service. This method requires that you
select specific CIs — no automation is used. ITOM Visibility manages the
service maps table [cmdb_ci_service_manual].
• Use Dynamic Service to synchronize manually-created CI relationships

to a Service Map view.
Configuration items (CIs) tables [cmdb_ci_*]
• Application table [cmdb_ci_appl]
• Server table [cmdb_ci_server]
• Virtual machines table [cmdb_ci_vm_instance]
• Load balancer table [cmdb_ci_lb]
• Network gear table [cmdb_ci_netgear]

associated.
Tables that ITOM Visibility uses
1. Dynamic CI Group table [cmdb_ci_query_based_service]
2. Product model tables (for Technology Portfolio Management [TPM])

software and hardware models

associated.
Products that benefit from ITOM Visibility
• IT Service Management
• Customer Service Management (CSM)
• Event Management
• Cloud Management
• Asset Management (Hardware Asset Management and Software Asset

Management)
• Strategic Portfolio Management (Financial Management — Showback

statements, Application Portfolio Management [ APM ])
• Security Operations (Incident Response, software vulnerability

management)
The ITOM Visibility use cases are described in this section.

associated.
Discovery use case
• Gain increased visibility into your on-premises and cloud resources.
• Keep track of changes in your on-premises, cloud, and serverless

infrastructure in the Configuration Management Database (CMDB).
• Set a strong foundation with accurate data and relationship views for
ServiceNow products, including Change Management, Software Asset
Management, Customer Service Management (CSM), and Security
Operations.
Key features of the Discovery use case
• Set up and manage Discovery jobs.
• See IT resources and dependencies at-a-glance.
• Build queries to validate discovered IT resources.
• Manage your public key infrastructure (PKI) certificates in one

dashboard.
Results of the Discovery use case
The CSDM framework gives Discovery a prescribed model for how

infrastructure and software CIs relate to other areas, such as application
services, business applications, and assets.
Service Mapping use case
You can create application services manually, using an API, or by having

Service Mapping discover them. Regardless of creation method, all
application services are stored in the Mapped Application Service table
[cmdb_ci_service_discovered].
Results of the Service Mapping use case
Service Mapping automates a critical aspect of CSDM with a consistent,

automated approach to connect the logical layer of the CSDM model
to the physical model CIs in the CMDB. This approach lets you more
effectively manage your business applications. The approach also
enables you to automate modeling of your business applications for
impact assessment and analysis. For impact assessments and analysis,

associated.
you can use a number of ServiceNow products including Change

Management, Incident Management, or the CMDB Query Builder.
Application Services flow
Application services view in Operator Workspace
You can specify a life-cycle status for an application service. Application

services with an Operational life-cycle status can be used on service
maps for the relevant workflows, such as Artificial Intelligence for IT
Operations (AIOPs) workflows.
You can view information about the services, such as the criticality, in the
Operator Workspace.

associated.
Operator Workspace
The Service Map tab displays a visual representation of the service.

Service map diagram

associated.
Related concepts
You can use Service Mapping to define application services.
Here are alternative methods for defining application services:
• Define manually.
• Use a Dynamic CI group, based on a query.
• Use a tag-based approach (commonly used for Cloud integrations).
For more information about creating application services, see Create an

Problem Management product view

Problem Management helps identify the cause of an error in the
IT infrastructure, reported as occurrences of related incidents. The
goal of this product view is to help you to understand how Problem
Management key entities work with the core CSDM framework.
With Problem Management you can perform the following actions:
• Document the root cause of an error and resolve it permanently.
• Create known error articles from a problem to provide guidance and

help deflect incidents.
• Collaborate on problem tasks with other teams to identify the root

cause using a drag-and-drop functionality on visual task boards.

associated.
The Problem Management form references the following CSDM elements

(attributes and related views).
1. Service — References the [cmdb_ci_service_business] table.

Note: Earlier releases labeled this attribute Business Service.
2. Service Offering — References the [service_offering] table to see the

service offerings affected by the problem in the Service Offerings
related list [task_service_offering].
3. Configuration Items — References the [cmdb_ci] table
4. Affected/Causal CIs — Related list [task_ci] table
5. Impacted Services — Related list [task_cmdb_ci_service] table
Change Request form
• Problem Management and CSDM tables
Problem Management manages and uses CSDM tables. Several

ServiceNow products benefit from and add value to Problem
Management.

associated.
• Problem Management use case
The Problem Management use case is described in this section.
• Problem Management considerations
Problem Management manages and uses CSDM tables. Several

ServiceNow products benefit from and add value to Problem
Management.
CSDM tables used by Problem Management
1. Application Service table [cmdb_ci_discovered_service]: Application

Service or any infrastructure CI

service [cmdb_ci_service_technical] table: Use the service
classification attribute to identify business services and technical
services.
4. Service Offering table [service_offering]: Utilized as a choice list

attribute to filter types of service offerings like Business Service,
Technical Service, and Application Service.

associated.
Products that add value to Problem Management

When you use Problem Management with one of the following
ServiceNow products, you increase the value you get from Problem
Management.
• Discovery provides details about the hardware and software CIs you
are using.
• Service Portfolio Management provides life-cycle information for a

service.
• Asset Management provides the related product model. Software

Asset Management (SAM Foundation ) and Hardware Asset
Management (HAM) provide life-cycle data for Technology Portfolio
Management.
• Security Management provides initial information to containment,

eradication, and recovery of security related problems.
• Risk Management provides IT risk and financial risk information.

associated.
Products that benefit from APM
• IT Service Management (ITSM): Services have the context of the

business and applications, along with the information and technologies
layered beneath them.
• Information Technology Operations Management (ITOM): Understands

the business context for the application services along with the
hardware and software being managed.
• Governance, Risk, and Compliance (GRC): Auditors can leverage

the business applications and related Information Objects. This helps
auditors understand the design-time data sensitivity for scoping audits,
measuring risks, and managing audit activities.
• Asset Management: Manages the software and hardware life cycles

for business applications and business services.
The Problem Management use case is described in this section.
Problem Management is used to prevent problems and the occurrence

of resulting incidents. It also aims at eliminating recurring incidents
and minimizing the impact of incidents that cannot be prevented.
With Problem Management, you can capture information on affected
configuration items (CIs), with type as asset, in a problem to keep a
record of the updated, repaired, swapped, or retired configuration items.
By keeping track of the assets, you can identify the location of the
assets, their usage and when the assets were changed. Using Problem
Management, you to monitor and manage the assets in your company
using a systematic approach.
If a configuration item (CI) has resulted in a problem, use the

dependency view to identify other configuration items (CIs) affected
by the CI that caused the problem. You can then associate affected
configuration items (CIs) with a problem record to find out how the
problem affects other CIs with dependent relationships.
Key features of the Problem Management use case

The CMDB, when used by the CSDM framework, provides value to
Problem Management in the following ways:
• Understand the impact of the problem on services and service

offerings.

associated.
• Dynamically route problems.
• Identify one or more impacted services to address the problem.
The CSDM data elements used in Problem Management are:
1. Subscription: Related lists on service offerings that identify who has

access to the offering and thus may be impacted in an outage.
A problem can identify impact using the subscribed by tables. The
related lists are as follows:
• Service Subscriptions by Company [service_subscribe_company]
• Service Subscriptions by Department

[service_subscribe_department]
• Service Subscriptions by Group [service_subscribe_sys_user_grp]
• Service Subscriptions by Location [service_subscribe_location]
• Service Subscriptions by User [service_subscribe_sys_user]

associated.
2. Business service offering may be used by problems to provide the

business approver based on approval_group and business_criticality.
A business service may have multiple offerings, each with a different
criticality.
3. Technical service offering may be used by problems to provide the

technical approver approval_group and technical assignment group
on the attribute assignment_group.
4. Application service may be used to provide prod and non-prod

(DEV, QA, UAT, etc.) environments. Non-prod environments may be
filtered out if desired. The legacy used_for attribute maps to the
environment attribute. You should use the environment attribute.
Note: Some service offerings may identify the environment of
the offering as well.
Results of the Problem Management use case
The CSDM framework provides Problem Management context for

problems on what CIs may be involved.
To determine the impact and root cause, compete the following steps:
1. Populate the Configuration Item attribute on the Problem form,

configuration_item, with the CI item or service affected.
2. (Optional) Use the Service and Service Offering attributes on the

Problem form to help narrow down the list of configuration items to
choose from. This feature is not available with the base system and
needs additional configuration.
3. (Optional) Use the Affected CI related list to identify the CIs that may
have caused the problem.
• Application Service: An application service is a service type that is a

logical representation of a deployed application stack.
• Using application service for a problem: Some of the scenarios where

the application service can be used for a problem include:
• The problem is for an application issue: In this scenario the application

service may be populated in the configuration_item attribute on the

associated.
Problem form representing the unique deployment of an application

stack. For example, the application service of MyApp 3.0 Prod has
been reported as being unavailable.
• The problem on an infrastructure CI is impacting devices. In this

scenario the application service may be populated on the problem’s
Impacted Services related list, task_cmdb_ci_service, to identify the
Application Service as one of the impacted services. For example,
the Server Acme42 may be impacting my Application Service of
MyApp 3.0 Prod and other related services.
Service Catalog product view

The Service Catalog lets you create other catalogs (such as the Request
Catalog and the Product Catalog) that provide self-service opportunities
in the channel you want to use, such as the self-service portal, the
mobile app, or the Virtual Agent (conventional interface). The goal of
this product view is to help you to understand how Service Catalog key
You can create catalog items that can be used submit requests such
as service and product offerings. You can also standardize request
fulfillment to ensure the accuracy and availability of the items in the
catalogs.
In addition to offerings that are fulfilled using Request Management

application for IT, you can use Service Catalog Record Producers to
submit requests or tickets in non-IT applications such as HR, Legal,
Facilities and any record in any custom application.
• Service Catalog and CSDM tables
Service Catalog manages and uses CSDM tables. Several ServiceNow

products benefit from and add value to Service Catalog.
• Service Catalog use case
You can create customized catalogs where you can request items
such as a specific service or product. With this use case, CSDM provides
Service Catalog connection to the service offerings and services.
• Service Catalog considerations

associated.
Service Catalog manages and uses CSDM tables. Several ServiceNow

products benefit from and add value to Service Catalog.
CSDM tables managed by the Service Catalog
The Service Catalog primarily manages business services in the Sell/

Consume domain. Technical Services are also viewed from the Operate
domain of Event Management.
The Service Catalog manages the Catalog Item table [sc_cat_item].

The Catalog Item table creates requests in Request Management.
The requests usually have an automated, semi-automated, or business
workflow for fulfilling the request, which can consist of approvals and
tasks. When part of Service Portfolio Management, the CIs are associated
with service offerings. When you link a catalog item, you can track
request activity for all catalog items associated with a service offering.
An offering can have multiple catalog items.
The CIs can include:
• PC Hardware Item (pc_hardware_cat_item): Submits hardware asset

requests included in Asset Management workflows.
• PC Software Item (pc_software_cat_item): Submits software asset

requests included in Asset Management workflows.
• Record Producer (sc_cat_item_producer): Submits requests or

generates records other than Request Management tables for services
that aren't serviced by Request Management (for example, HR Cases,
Facilities Requests, or Legal Requests).

associated.
CSDM tables managed by the Service Catalog
CSDM tables used by the Service Catalog
2. Service Offering table [sc_cat_item_subscribe]
3. Application Service table [cmdb_ci_discovered_service]
4. Product Model tables [cmdb_model]

Note: The following legacy CMDB relationships that once
provided access to catalog items are no longer supported. To
provide access, use the new relationships listed in the table.

associated.
Relationship tables
Catalog item New relationship to use

CMDB table
relationship table instead
sc_cat_item_user_mt
om,
User (sys_user) User criteria
sc_cat_item_user_no
_mtom
sc_cat_item_group_
Group mtom,
User criteria
(sys_user_group) sc_cat_item_group_n
o_mtom
sc_cat_item_dept_mt
Department om,
User criteria
(cmn_department) sc_cat_item_dept_no
_mtom
sc_cat_item_location
Location _mtom,
User criteria
(smn_location) sc_cat_item_location
_no_mtom
sc_cat_item_compa
Company ny_mtom,
User criteria
(core_company) sc_cat_item_compa
ny_no_mtom

associated.
CSDM tables used by the Service Catalog
Products that benefit from the Service Catalog
Ties catalog items to service offerings. Lets service owners create and
maintain catalog items more easily, and gives more visibility into the
service offerings.
Hardware Asset Management and Software Asset Management
Self-service catalog lets you order an asset and track service delivery.
Human Resources (HR)
Exposes the creator (Record Producer) of HR cases and displays the

Record Producer in the relevant self-service catalogs (for example,
Portal, Mobile, and Virtual Agent).

associated.
Exposes the creator (Record Producer) of customer service cases and

displays the Record Producer in the relevant self-service catalogs (for
example, Self-service Portal, Mobile, and Virtual Agent).
You can create customized catalogs where you can request items such
as a specific service or product. With this use case, CSDM provides
Service Catalog connection to the service offerings and services.
Service Catalog use case

Catalogs contain catalog items and are the starting points for accessing
available services. Request Catalogs and Product Catalogs are two of
the customized catalogs you can create from the Service Catalog.
A Request Catalog is a list of business and technical products, services,

service commitment options, and offerings that you can order.
A Product Catalog is a set of information about individual models.

A model is a specific version or configuration of an asset. Asset
managers use the Product Catalog as a centralized repository for
model information.
Key features of the Service Catalog use case
Digital Portfolio Management (DPM) uses the CSDM framework to

navigate the Service Portfolio. You can then use the Service Portfolio
to locate the services and their related service offerings, catalog items,
dependents, dependencies, metric roll-ups, costs and initiatives. The
associated metrics are aggregated using the CSDM framework with the
related tables.
Catalog items
A catalog item is an item or a service that you can request from the
catalog. A service can contain multiple catalog items. Catalog items are
listed on the catalog portal and are available to the users who need
them (either through subscription or job responsibility). Each catalog item
is linked to one service offering.

associated.
The Catalog Item form includes the following tabs.
• Item Details: Description of the catalog item.
• Process Engine: The defined process used to fulfill the catalog Item
request.
• Picture: Picture used to represent the catalog item when it appears in

the catalog.
• Pricing: Pricing details for the catalog item.
• Portal Settings: Provides specific settings on how you interact with the
catalog item in the catalog portal.
Catalog Item form
Product Catalog use case
Use the Product Catalog to specify information about a product model.

Product models are specific versions or configurations of an asset. Asset
managers use the Product Catalog as a centralized repository for model
information.
A detailed and well-maintained Product Catalog can coordinate

with the Service Catalog, asset, procurement, request, contract, and
vendor information. Models published to the Product Catalog are
automatically published to the Service Catalog. The Service Catalog

associated.
includes information about goods (models) and services. If the model is

available from multiple vendors, a model can be listed more than once.
Models are included with Asset Management.
Key features of the Product Catalog use case

This use case lets you include hardware and software product
information as items in the Product Catalog.
Product Catalog items
Results of Product Catalog use case
The CSDM framework ensures that product models are available in the
catalog and that there are processes defined to consume the models.

associated.
The Product Catalog builds on the Service Catalog. Product catalogs

specify the product models that are available for use. Product-specific
attributes are captured in each catalog item. You can create product
catalogs for each type of products in your portfolio.
• You can create catalog types that reflect the types of offered products
and services.
CSDM reference
The following sections show the terms, tables, and relationships in the
CSDM.
Basics
CSDM terms
CI relationships in the Common Service Data Model
How CSDM concepts map to CMDB tables
Life cycles
Document life cycle
Hardware life cycle
Location life cycle
Logical life cycle
Product life cycle
• CSDM terms
Because most ServiceNow products and Now Platform applications

closely align with the Common Service Data Model (CSDM), it's helpful
to know common CSDM terms.
• CI relationships in the Common Service Data Model

associated.
For configuration management to be most effective, establish

relationships between the objects and configuration items (CIs) in the
conceptual CSDM.
• How CSDM concepts map to CMDB tables
The objects in the conceptual CSDM framework must map to the

physical model objects (CIs and CI class tables) in the CMDB.
The CSDM framework provides standard fields and values that you can
use to track the life cycle of an asset or a CI. The document life-cycle
states represent the overall life cycle of document assets (contracts)
and CIs (business process) as related to their products.
use to track the life cycle of an asset or a CI. The hardware life-cycle
states represent the overall life cycle of hardware assets and CIs as
related to their products.
use to track the life cycle of an asset or a CI. The location life-cycle
states represent the overall life cycle of a location within common
data.
use to track the life cycle of an asset or a CI. The logical life-cycle states
represent the overall life cycle of logical assets and CIs as related to
their products.
use to track the life cycle of an asset or a CI. The product life-cycle
states represent the overall life cycle of a product model, a specific
version, or a product configuration.

associated.
CSDM terms
Because most ServiceNow products and Now Platform applications
closely align with the Common Service Data Model (CSDM), it's helpful
to know common CSDM terms.
Common CSDM terms
Term Definition Notes
Any deployed Defines behavior

program, module, and has
or group of specific functionality
programs that is associated with it.
Application
designed to provide Applications are
specific functionality typically discoverable
on a computer functionality, like
infrastructure. Apache Web Server.
Examples of
application services
are hosting, data
backup, and
recovery.
Note:
Applications and
application
A service type that is a services do not
logical representation have a one-to-
Application service
of a deployed one relationship.
application stack. An application
service can
include multiple
applications. An
application can
be included in
multiple
application
services.

associated.
Many assets are CIs

and vice versa, but
that is not always the
An item whose
case. Assets have a
Asset financial value is
life cycle with financial
tracked.
considerations, for
example, Microsoft
365.
Represents all software Used to increase

and infrastructure productivity and
environments (dev, perform other business
Business Application
test, prod) that are functions accurately.
configured to provide For example, Dell
functionality. Online.
Typically described
in the context
High-level capability of performing one
that an organization or more specific
Business capability requires to execute its tasks to achieve
business model or fulfill business outcomes.
its mission. For example, demand
management or
financial planning.
Usually, business users

order business services.
Business users can
A business service
select the desired
is a service type
offering and service
that is published
commitment levels
to business users.
Business service via the Service
A business service
Catalog. For example,
typically implements
procurement,
one or more business
shipping, and finance.
capabilities.
• A business service is
an operational CI.

associated.

• A business service
must be a one-level
service and not a
hierarchy of business
services.
can be used
for impact in
Incident, Problem,
and Change and
for approvals for
Change.
must be focused
on the consumer or
seller.
Might be a single
Physical and logical module such as a
components of an server, database, or
infrastructure that router or a more
Configuration item (CI) are currently or complex item, such as
soon will be a complete system.
under configuration For example, a web
management. server, database, or
infrastructure.
Typically represents
the various elements
An abstract
of how an
and ideally
organization operates.
visual representation
It usually incorporates
Operating model (model) of how an
strategy positions such
organization delivers
as the innovation
value to its customers
model, degree of
or beneficiaries.
intelligent automation,
industry alignment,

associated.

provider delivery
models, and the
business expectations
of IT.
Used to manage like

items together for
Collection of services, a business. Portfolios
Portfolio products, projects, or may be grouped by
applications. objective, capabilities,
organization, like
projects, or services.
Typically has three

aspects:
• Interaction
• Offering
• Service system
Means of delivering
ServiceNow provides
value to customers by
three base service
facilitating outcomes
types:
Service that users want to
achieve without the
• Business
ownership of specific
costs and risks. • Technical
• Application
You can extend the

base types to align
with the service types
in your organization.
Provides consumable Helps manage which

Service catalog view of available services a user may
products, services, have access to.
Also, catalogs are

associated.

the starting point for
access to available
service commitment
services. For example,
options, and offerings.
IT services catalog.
Often manifested in
the form of contracts
such as service
level agreements,
Defines the service operational level
delivery obligations agreements, and
Service commitment agreed to between underpinning
the consumer and the contracts. Service
provider. commitments include
specific performance
characteristics that
differentiate one
offering from another.
Different levels of
performance and
A stratification of a
features for a
service into capability,
given service can
Service offering availability, pricing,
be made available.
and packaging
For example, ITSM
options.
Standard and ITSM
Pro.
Typically orderable
by service owners.
Service owners are
A service type that is
able to select the
published to service
desired offering and
Technical service owners and typically
service commitment
underpins a business or
levels via the Service
Catalog. For example,
computers, storage,
and networks).

associated.
CI relationships in the Common Service Data Model

For configuration management to be most effective, establish
relationships between the objects and configuration items (CIs) in the
conceptual CSDM.
Required Common Service Data Model relationships
• Most features and products, such as the Technology Portfolio

Management risk assessment and Application Portfolio Management
(APM), depend on the relationships.
• The relationships commonly created as part of Service Mapping and

Discovery are the standard for infrastructure CIs. If you map the
elements manually, be sure to consider how Discovery would have
treated them.
• Not all objects in the CSDM conceptual model are CMDB tables, and
not all the objects have relationships. You may need to create some of
the following required relationships.

associated.
Resources in the ServiceNow Community
For an extended explanation of the business application reference

attribute's role in managing platforms from a CSDM perspective, see this
article in the ServiceNow community.
CSDM 4.0 What's New
How CSDM concepts map to CMDB tables

The objects in the conceptual CSDM framework must map to the
physical model objects (CIs and CI class tables) in the CMDB.

associated.
CSDM 4.0 What's New
Document life cycle

use to track the life cycle of an asset or a CI. The document life-cycle
states represent the overall life cycle of document assets (contracts) and
CIs (business process) as related to their products.
Document life-cycle states
A life-cycle state is the combination life-cycle stage and life-cycle status

of an asset or CI over the life cycle. For example, a document CI
in the Operational stage might change status over time from In Use
to Published to Pending Retirement. A different document CI in the

associated.
Operational stage might go from the In Use status directly to Pending

Retirement status without ever having been in the Published status.
The stage and status values for documents are visible only in tables
related to documents in Contract Management and the CMDB.
cycle stage.
For additional information on how you can benefit from implementing life
cycle states for CMDB entities, see the 'Life cycle states' section in the
'Foundation domain' topic.
cycle
CSDM 4.0 What's New

associated.
Hardware life cycle

use to track the life cycle of an asset or a CI. The hardware life-cycle
states represent the overall life cycle of hardware assets and CIs as
related to their products.
Hardware life-cycle states
Hardware assets are physical items that are stocked, for example servers,
monitors, and keyboards. A life-cycle state is the combination life-cycle
stage and life-cycle status of an asset or CI over the life cycle. The
stages and statuses for the hardware life-cycle process are visible only
in hardware-related tables in Asset Management and CMDB.

associated.

cycle stage.
Holistic life cycle: CMDB hardware tables (from cmdb_ci)
CMDB hardware tables CMDB hardware table name
Accessory cmdb_ci_acc
Communication Device cmdb_ci_comm
Computer Peripheral cmdb_ci_peripheral

associated.
CMDB hardware tables CMDB hardware table name
Computer Room AC cmdb_ci_crac
Display Hardware cmdb_ci_display_hardware
Facility Hardware cmdb_ci_facility_hardware
Hardware cmdb_ci_hardware
Imaging Hardware cmdb_ci_imaging_hardware
IP Device cmdb_ci_ip_device
Monitoring Equipment cmdb_ci_monitoring_hardware
Network Adaptor cmdb_ci_network_adaptor
Printing Hardware cmdb_ci_printing_hardware
Rack cmdb_ci_rack
Storage Device cmdb_ci_storage_device
Example hardware classes
View attributes, identification rule, and other important schema structures

for the CMDB Computer [cmdb_ci_computer] class. See Hardware
[cmdb_ci_hardware] class.
How retiring an application service might affect a hardware CI
An application service is the logical representation of the underlying

hardware and software CIs that work together to implement a business
application or system. The application service represents an instance of
the business application or system.
Hardware and software CIs are managed using the physical life cycle
states. Because an application service is a logical representation, it is
managed as using the logical life-cycle states. The physical hardware CIs
that are part of the service map under an application service have their

associated.
own life cycle, but they are related through the application services as a
specific set of dependencies or decomposition.
Example 1: A hardware CI is not retired when the application service is

retired
When an application service is retired, the associated hardware might

not be retired. For example, the hardware might remain idle, unrelated
to any application service, until it is reallocated for use by a new
Example 2: A hardware CI is shared by multiple application services
In the common scenario of a shared database, multiple application

services (each with a unique database schema) share a single database
service. The database service runs on a single physical host.
When one of the application services is retired, the database service and
host cannot be retired. All of the other application services still depend
on the database service that is running on the host.
cycle
CSDM 4.0 What's New
Location life cycle

use to track the life cycle of an asset or a CI. The location life-cycle states
represent the overall life cycle of a location within common data.
Location life-cycle states

of an asset or CI over the life cycle. For example, a location CI in the
Operational stage might change status over time from In Use to Pending
Retirement. A different location CI in the Operational stage might go from

associated.
the Available status directly to Pending Retirement status without ever

having been in the In Use status.
The stage and status values for locations are visible only in the common
data locations table.
cycle stage.
cycle
CSDM 4.0 What's New

associated.
Logical life cycle

use to track the life cycle of an asset or a CI. The logical life-cycle states
represent the overall life cycle of logical assets and CIs as related to their
products.
Logical life-cycle states
A logical or software asset includes items like applications, services, and

licenses.

of an asset or CI over the life cycle. For example, a logical CI in the
Operational stage might change status over time from In Use to Pending
Retirement to End of Support. A different logical CI in the Operational
stage might go from In Use status directly to End of Support status without
ever having been in the Pending Retirement status.
Note: A CI may be in the Operational stage, but might no longer

be supported by the vendor or publisher or third-party. That doesn’t
mean, however, that it can be or should be retired.
The stage and status values logical items are visible only in tables related
to logical items in Asset Management and the CMDB.

associated.

cycle stage.
Application service life cycles
Because application services are logical in nature, they should use the
Logical life cycle states. Application services follow the same life cycle
guidance as any other logical CI.

associated.
Holistic Life cycle: CMDB Logical Tables (from cmdb_ci)

associated.

associated.
cycle
CSDM 4.0 What's New
Product life cycle

use to track the life cycle of an asset or a CI. The product life-cycle states
represent the overall life cycle of a product model, a specific version, or
a product configuration.
Product life-cycle states

of an asset or CI over the life cycle. For example, a product CI in
the Operational stage might change status over time from Available
to Pending Retirement to End of Support. A different product CI in the
Operational stage might go from the Available status directly to the End
of Support status without ever having been in the Pending Retirement
status.

associated.

cycle stage.
For additional details on products, see Products and product models.
cycle
CSDM 4.0 What's New
Understand application services, learn about different application service
types and how multiple ServiceNow® business units and products use
them.
What application services are
An application service is a set of interconnected applications and

hosts which are configured to offer a service to the organization.
Application services can be internal, like an organization email system
or customer-facing, like an organization website. For example, creating
financial reports through a web-based application requires a computer,
web server, application server, databases, middleware, and network
infrastructure. These applications and hosts are all configured to offer the
service of financial reporting. In development environments, application
services represent instances of a business application or system in
different types of development environments, like development, test, or
production.
ServiceNow applications refer to devices and applications that comprise

an application service as configuration items (CIs). The various CIs and

associated.
the relationships between them, that comprise an application service,

are stored in the Configuration Management Database (CMDB).
Each application service contains an entry point as the top-level CI.

An entry point is a point where clients access an application service.
Typically, it is a URL, or a combination of the IP address and port
for application services in enterprise deployments. For cloud-based
deployments, an entry point can be a URL to a cloud resource like an
AWS gateway.
Application service
The Common Service Data Model (CSDM) helps you streamline service
types and service offerings. You can add relationships between
application services and other service-related objects in the CSDM:

associated.
Business Application, Technical Service Offerings, or Business Service

Offerings.
There are the following types of application services:
Discovered
Service Mapping discovers application services using patterns and by

following traffic connections.
Pattern-based discovery creates precise and complete application

services that represent the service-centric view of the IT infrastructure. It
creates a high-fidelity map that is well suited to managing mission-critical
In addition, it provides visibility of cloud-native services such as compute,

load balancers, and API gateways. You can use service entry points
such as AWS S3 buckets, AWS and Microsoft Azure API gateways, AWS
Lambda functions, and Microsoft Azure functions to map services. It can
also detect Lambda to Lambda calls and Lambda to RDS connections to
build dynamic service maps.
Top-down method maps VMs on-premises and in public clouds. However,

it requires these VMs to be fully discovered for the top-down discovery
to determine which applications are running in the VM. If a VM isn't
fully discovered, use the tag-based method to bridge the gap (see later
in this document). Tag-based mapping also maps containers, that you
cannot map using the top-down discovery.
Discovered application services have the service classification of

application service. They are stored in the Mapped Application Service
[cmdb_ci_service_discovered] table.
Dynamic CI Group
Dynamic CI groups which act as application services. The members

of the CMDB groups that is associated with the dynamic CI group,
populates the application service. A dynamic CI group is a dynamic
grouping of CIs, based on some common criteria such as the location of
all web servers in Detroit or all Oracle databases in Boston. After creating
a dynamic CI group, it can be used as a group offering in IT Service
Management.

associated.
If created from the Application Service wizard, the service classification is

application service, and if created from the legacy Event Management
UI or Service Mapping UI, the classification is technical service.
Application services of the Dynamic CI Group type are stored in the
Dynamic CI Group [cmdb_ci_query_based_service] table.
Tag-based
A tag is a label that consists of a key-value pair. Your organization

may use tags to categorize its assets, to enhance query and reporting
capabilities. Discovery and Cloud Provisioning and Governance can
discover tags used by all major cloud providers and container
ecosystems. Once the tags are discovered, Service Mapping can create
application services based on these tags. For example, you can use tags
to map all application services your organization uses in the production
environment in the EMEA region.
Tag-based application services have the service classification of

application service. They are stored in the Tag-based Application Service
[cmdb_ci_service_by_tags] table.
Created Manually
With manual mapping, application owners manually document the

applications, IT infrastructure, and relationships that support each
application service. This methodology is the best fit for configuration items
that are not fully discoverable due to security access issues. For example,
IPS devices which support an intrusion prevention service for the security
business unit.
Try to avoid manual mapping wherever possible. It’s incredibly time

consuming to map services manually, and often the information needed
for mapping is not available due to evolving technology and a lack
of processes that track and document the infrastructure dependencies
needed for application context. And, whenever subsequent changes
are made to the application service topology, the service map must be
manually updated.
Manually created application services have the service classification

of application service. Application services of the created
manually type are stored in the Mapped Application Service

associated.
Dynamic
A dynamic application service includes only CIs that are part of CI

relationships stored in the CMDB CI Relationship [cmdb_rel_ci] table.
You can't edit a dynamic application service by directly adding

or removing CIs from it. Dynamic application services are updated
automatically to reflect any change to CI relationships in the CMDB CI
Relationship [cmdb_rel_ci] table. When you add a relationship to a CI
that is contained in a dynamic application service, then that service
automatically updates to reflect the addition of the relationship and
the associated new CI. In a similar manner, a dynamic application
service automatically updates upon the removal of a relationship and
its associated CI from a CI within the service.
One way to create dynamic application services, is by converting

legacy business services or legacy manual services (created with Event
Management, for example) into application services of the dynamic
type.
Dynamic application services have the service classification of

application service. Dynamic application services are stored in
Calculated Application Services [cmdb_ci_service_calculated] table.
Who uses application services

Application services provide foundation for operation of the following
business units and products of the Now Platform:
• ITOM Health gathers alerts from infrastructure events captured by third-

party monitoring tools. It then uses IT-related information gathered by
Discovery to map alerts to configuration items. Based on the collected
information, then provides dashboards showing a consolidated view of
all service-impact events.
• ITOM Optimization gives you tools to provision private and public cloud
infrastructure and services and to achieve consistent management
and cost visibility. The Cloud Cost Management application, available
in the ServiceNow Store, helps you to analyze the full range of costs
associated with cloud assets so you can identify and take action on
opportunities to save money and optimize operations.
• IT Service Management users rely on the application services reflecting

the IT infrastructure to manage and deliver services to their customers.

associated.
• Customer Service Management users efficiently diagnose and resolve

issues related to the IT infrastructure in the context of application
services.
• Software Asset Management users understand the software running

in your IT environment and track configurations that impact software
license consumption across your IT environments and datacenters.
• Strategic Portfolio Management users utilize data collected for

application services to gain a comprehensive understanding of the
applications used in your organization.
• Security Operations users view security incidents to find out which

application services are at risk. They also use this information to
prioritize and resolve threats based on the impact they pose to their
organization.
How to create application services

Depending on the needs of your organization, you can deploy different
methods of creating and populating application services.
Important: You can use the top-down and manual methods for the
same application service. You cannot combine any other methods
for creating or populating the same application service.
Analyze the IT infrastructure and service deployment in your organization

to pick the optimal method of creating and populating application
services.
Choosing the right method for your deployment
Method When to use Additional considerations
Top-down discovery Pattern-based

Use this method mapping requires
Service Mapping to discover industry- configuring
performs top-down recognized or credentials, users,
discovery of customized second- and user permissions
application services. tier and third- to let Service
Service Mapping uses tier applications. Mapping access
patterns to discover Such applications applications inside
and map CIs. A may include load- your organization
pattern is a sequence balancing solutions, private network. This

associated.

of steps whose
purpose is to detect
attributes of a CI
and its outbound
connections. This
method creates
precise and complete
that reliably represent
application or web
the service-aware
servers with database process may take time
view of your
connections. and effort.
organization's IT
infrastructure
Tag-based discovery
in Service Mapping
is a complimentary
method that enriches
the results of top-down
discovery.
Map resources on
Tag-based cloud workloads like
IaaS/Paas/FaaS/CaaS
If your organization as well as on Unlike other mapping
uses tags for asset container workloads methods, tag-based
management, you using Kubernetes, mapping doesn't
can use these tags OpenShift, or AWS require configuring
to map application ECS. credentials or
services. Discovery providing users with
and Cloud Provisioning Also, map resources elevated rights.
and Governance in the Site Reliability
discover tags assigned Engineering (SRE) or Tag-based application
to CIs, and populate Customer Reliability services may not
the CMDB with Engineering (CRE) include relevant CIs, if
this data. Service deployments. these CIs don't have
Mapping uses the tag- correct tags assigned
related data from Using tag-based to them.
the CMDB to map method, you can map
services. container resources in
your deployments.

associated.

Tag-based
service mapping
complements top-
down service
mapping. It provides
visibility of containers
and also maps VMs
that aren’t fully
discovered, which
top-down service
mapping is unable to
Typically, you use this
do. However, while
method to discover
tag-based mapping
applications on cloud
associates tagged
virtualizations or PaaS
components with
deployments.
specific application
services, it doesn’t
map the connections
between these
components—This is
another reason why
tag-based mapping
complements rather
than replaces
top-down service
mapping.
Ingesting Application
Performance
Use this integration
Management (APM)
to create application
maps from
services based
integrated Dynatrace
on APM maps Analyze discovered
or AppDynamics
from Dynatrace or resources in the CMDB
deployments
AppDynamics. You before ingesting from
are able to use 3rd party to avoid
Create application
application services creating duplicate CIs.
services using
created by this
the integration
method for monitoring
with AppDynamics
Health.
application model
and Dynatrace

associated.

monitoring platform
available on
ServiceNow Store.
Use this method

as a simple and
fast way to create
dynamic CI groups for
deployments including
Microsoft Active
There is no map
Directory, Microsoft
view for application
Populate an Exchange or other
services created using
application service DNS-related services.
this method. You
using the Dynamic CI Dynamic CI Groups
can only view CIs
Group method are especially useful if
belonging to such an
only a list of resource
application service as
Based on CMDB is available, without
a list.
groups, whose configuration details
members populate or credentials. Need to ensure that
the application
the CMDB group
service. Using a CMDB group
accurately filters for
lets you use CMDB
the CIs that should
Health to monitor
be included in the
health, and use a
CMDB Query Builder
saved query to filter for
the CIs included in the
Application service Use this method Be familiar with

API for environments that the exact service
require tracing of structure: sys_id of
Create an automation DevOps Continuous each CI comprising
for creating Integration/ the service and the
application services in Continuous hierarchy that the
bulk. Use this method, Deployment (CI/CD) CIs form. This method
if your organization process. requires knowledge
has performed cross- of the scripting
organization mapping You can import infrastructure that your
and analysis and third-party service organization uses.

associated.

collected some
information about maps into manual
services. application services
individually or in bulk.
Application services For example, see
created using APIs the Digital Guidebook:
belong to the manual Importing 3rd-party
type are stored in the service maps into
Mapped Application ServiceNow Service
Service Mapping.
[cmdb_ci_service_disc
overed] table.
Populate an
application service
using the Manual This method doesn't
method require any preexisting
setup or object
Create a manual configuration.
application service
with one CI only: You can include CIs of
Use the manual
the entry point. To any class in manually
method if you can't
populate a manually created application
use other methods of
created application services.
creating or populating
service, add other CIs
manually as described Manually created
in Manually add CIs to application services
Create application
an application service. reflect some changes
services manually for
to CIs, like CI
intrusion prevention.
Alternatively, create attributes. However,
and populate manual they do not
application services automatically reflect
by converting business changes to CI
services created in the relationships.
CMDB and stored in
[cmdb_ci_service].
Populate an Use this method You can't edit a

application service to transform legacy dynamic application
using the Dynamic business services into service by adding
Service method application services or removing CIs

associated.

that automatically
update to reflect
any change to CI
relationships in the
CMDB CI Relationship
[cmdb_rel_ci] table.
To conform with
Common Service Data
Model, you can also from it. The system
that other ServiceNow
convert legacy automatically modifies
products can utilize.
services to dynamic an application service
For example, dynamic
application services. of the dynamic type
Those legacy services when you modify
can be used for
are stored in the relevant relationships
service monitoring
[cmdb_ci_service] or for CIs that are part
and change
[cmdb_ci_service_ma of that application
management.
nual] CMDB tables: service.
• Convert business
services to
• Convert legacy
manual services into
dynamic application
services
From CSV file
Service Mapping
extracts information Organize all the
from this file and If necessary, you collected information
creates potential can import service in a specific order in
application services candidates from a CSV file, precisely
referred to as multiple CSV files. as described in the
service candidates. documentation.
Use this method,
if your organization
has performed cross-

associated.

organization mapping
and analysis and
collected some
information about
services.
To comply with CSDM, convert manual services created using

IT Operations Management Event Management and stored in
[cmdb_ci_service_manual] as covered in Convert manual services
to application services or Convert manual services to application
services using API. Converted services become application services
of the manual type stored in the Mapped Application Service
Domain separation
Domain separation, if deployed, impacts application services as follows:
• When creating an application service, the application service is

assigned to the user's domain.
• When manually adding a CI to an application service, you can choose

only CIs that belong to the service domain.
• When using the createOrUpdateService - POST REST API for creating

or updating an application service, the process stops if one of the
CIs referenced in the API belongs to a different domain than the
application service itself.
• When converting business services into application services, the newly

created application service belongs to the same domain as the original
business service. The application service comprises only CIs belonging
to the same domain as the application service itself.
Create an application service

Create an application service to adhere to CSDM standards and to
standardize the organization, maintenance, and monitoring of services
in your organization.

associated.
Before you begin
Role required: Depending on the population method used:
• Dynamic CI Group: app_service_admin
• Manual: app_service_admin
• Dynamic Service: app_service_admin
• Top Down Discovery: sm_admin
• Tags: sm_admin
About this task
An application service is a set of interconnected applications and hosts

which are configured to offer a service to the organization. Application
services can be internal, like an organization email system or customer-
facing, like an organization website.
An application service has an entry point, which lets users access the
application service. If you are at the planning stage and do not know
what the entry points are for an application service, you can create the
application service without entry points. Such an application service is
referred to as an empty application service, to which you can add entry
points at any later time.
All application services created in the Application Service wizard, are set
with the application service service classification.
Service Mapping, if activated, can automatically discover and map

application services as described in Application service mapping. A
discovered application service contains the CIs and the connections
between them that Service Mapping discovered and mapped.
You can also create an application service by using the

createOrUpdateService - POST REST API.
Procedure
1. Navigate to All > CSDM > Manage Technical Services > Application
Service.

associated.
2. In the Application Services list view, click New to open the

Application Service wizard.
3. In the Provide Basic Details tab:
a. Fill out the fields for Basic Details.
Field Description
Pre-populated unique ID for

Number
the application service.
Unique application service

name which is not in
use by any other type
Name of application service. Use
self-explanatory names such
as mailing service or
printing service.
The environment of the

offering such as production,
development, or test, as
identified by some service
Environment offerings.
Used by Incident
Management and Change
Management.
The application service

Version
configuration version.

associated.
Field Description
A product model such as a

Model ID software model where end of
life data is stored.
Operational status of the

Operational Status application service, such as
Ready or Retired.
Used by Incident
Management as the group
Support Group
managing the contract
covering the asset.
Used by ITSM for routing of

Change Group change and change-related
tasks.
Group responsible for

Managed By Group
managing the data.
User who is familiar with the

infrastructure and applications
making up the service. This
user is the application service
Subject Matter Expert (SME)
who provides information
necessary for a successful
creation of an application
Owned By
service.
If the owner name is not

listed, create a user with
the sm_app_owner role, as
the owner. Alternatively, you
can choose a user with the
sm_admin role.

associated.
Note: See Teams related list for details about the automatic
synchronization between the assignment group fields and
the Teams related list.
b. In the Set Relationships section, add relationships between the

application service and other components in the CSDM domain.
c. Click the Business Application, Technical Service Offering,

Business Service Offering, or the Parent Application Service tab,
and add items to the respective Selected list.
• The technical service offering list includes records in the

Service Offering [service_offering] table, in which the Service
classification attribute is Technical Service.
• The business service offering list includes records in the

Service Offering [service_offering] table, in which the Service
classification attribute is Business Service.
• The parent application service list includes application

service records from the Application Service
[cmdb_ci_service_auto] table. Adding a parent application
service relationship creates hierarchies and dependencies of
application services in deployments such as:
• Platform host and platform application deployments
• Micro service deployments in which one or more micro

services identified as an application service, is part of a
larger application service deployment
• Shared technical service dependencies
d. Click Next.
For information about CSDM relationships, see CI relationships in the

Common Service Data Model.
Also, some fields and relationships are noted as required on the

page. To change which fields and which relationships are required,
see Modify the attributes and relationships required for application
services.
4. On the Populate the Application Service tab:

associated.
a. Click Choose a Method or click Next to skip selecting a service

population method.
b. On the Choose a Method page, select a Service Population

Method, and then follow the respective link to complete the
specific population method:
• Top Down Discovery: Populate application services using top-

down discovery
• Dynamic CI Group: Populate an application service using the

Dynamic CI Group method.
• Tags: Populate application services using tags
• Manual: Populate an application service using the Manual

method
• Dynamic Service: Populate an application service using the

Dynamic Service method
Note: The Top Down Discovery and the Tags options are
available only if Service Mapping is installed.
c. To add another method to populate the application service,

click Add Method on the Service Population Methods page..
Or, click Next.
• You can add any combination of the Top Down Discovery

and the Manual methods. However, if you select the
Dynamic CI Group, Tags, or the Dynamic Service method,
the Add Method button is grayed out and you cannot add
additional methods.
• You can click a card for a Converted Business Service

method to see details about the service conversion, such
as the conversion type. For more information, see Convert
business services to application services.

associated.
5. On the Preview the Service tab, review and verify the summaries for
creating and populating the application service.
a. Review Relationships.
b. You can click Edit Relationships to modify the relationships to

other CSDM objects.
c. Review Population Methods Summary.
d. You can click Edit Methods to modify the selection methods.
e. Click Done.
Result
The application service is created, and you can access the new
application service by navigating to application services list views:
• CSDM > Manage Technical Services > Application Service: Contains

application service CIs from any class extending the Application
Service [cmdb_ci_service_auto] class, except alert groups. The list
view includes the tag-based, discovered, manual, dynamic CI groups,
converted, dynamic, and empty application service types.
• Configuration > Application Services > Application Services: Contains

application service CIs from any class extending the Application
Service [cmdb_ci_service_auto] class, except alert groups. The list
view includes the tag-based, discovered, manual, dynamic CI groups,
converted, dynamic, and empty application service types.
• Service Mapping > Services > Application Services: Contains

application service CIs from the Mapped Application Service
[cmdb_ci_service_discovered] class. The list view includes the top-down
(discovered) and empty application service types.
What to do next
• If the service population method is Dynamic CI Group:
• Click View CMDB Group CI's to list all the CIs in the CMDB group that is
associated with the application service.

associated.
• Click View Service CI's to list all the CIs in the application service.
Both lists of CIs are identical, unless the CMDB group contains more
than 10,000 CIs. In this case, View CMDB Group CI's shows all the CIs in
the CMDB group, and View Service CI's shows only the 10,000 CIs that
are members of the application service.
• If the service population method is Tags, Top Down Discovery, or

Manual, and click View Map to view the application service map
where you can:
• Link application services
• View CI attributes in an application service map
• View the change history of application services
• Compare two versions of an application service
• Click Advanced, and then on the Advanced Details page, click

Additional Info, Questionnaire, Reject Messages, or Worknotes, to add
details.
Populate application services using top-down

discovery
Use top-down discovery to populate an application service. This
discovery method deploys discovery patterns to find configuration
items (CIs) belonging to the service and connections between
these CIs. Pattern-based discovery creates precise and complete
application services that reliably represent the service-aware view of your
organization's IT infrastructure.
Before you begin
• Verify that Service Mapping is set up properly.
• Ensure you know which entry point to use for this application service
and which attributes you must be able to define for this entry point.
Learn about Entry point attributes available with Service Mapping.
Top-Down Discovery is one of several methods for populating an

application service with CIs. Choosing a method for populating an

associated.
application service, is only one step of the generic procedure for

creating an application service. This procedure complements the
generic procedure to Create an application service. By itself, this
procedure is incomplete.
For information about the different types of application services and

the different methods you can use to populate application services,
including using top-down discovery, see Application services.
Role required: sm_admin
About this task
A pattern is a sequence of commands whose purpose it is to detect

attributes of a CI and its outbound connections. Service Mapping and
Discovery share a set of preconfigured patterns that cover most of the
commonly used devices and applications.
Service Mapping starts pattern-based top-down discovery process from

the entry point you define.
An entry point is a point where clients access an application service.

Usually, it is either a URL or a combination of the IP address and port.
Service Mapping starts the mapping process from this point. For example,
to map your electronic mailing application service, define an IP address
or host name of the email server as an entry point.
Entry points vary depending on the nature of the application service.

Service Mapping comes with a wide range of preconfigured entry point
types that cover many commonly used applications.
Procedure
1. From the Service Population Method list in the Choose a Method

window, select Top-Down Discovery.
2. From the Application Type list, select the CI class of the application
that serves as the entry point for this application service.
Entry point parameters depend on the type you select.
3. Define attributes for the selected entry point as described in Entry

point attributes.

associated.
4. (Optional) Add free-text comment that may provide useful

information for handling this application service later.
5. Click Save.
Populate an application service using the Dynamic CI

Group method
The Dynamic CI Group method for populating an application service,
automatically generates a dynamic CI group. The members of the CMDB
group that the dynamic CI group is based on, populates the application
service. The application service continuously synchronizes with the CMDB
group to reflect any changes in membership in the CMDB group.
Before you begin
The Dynamic CI Group is one of several methods for populating

an application service with CIs. Choosing a method for populating
an application service, is only one step of the generic procedure
for creating an application service. This procedure complements the
generic procedure to Create an application service. By itself, this
procedure is incomplete.
Note:
• The number of CIs in an application service that is populated by

the Dynamic CI Group method, is limited to 10,000, even if the
associated CMDB group has more than 10,000 CIs.
• A CMDB group can be used to populate only a single application

service. For more information about populating and using CMDB
groups, see CMDB groups.
• A dynamic CI group contains CIs but can't contain other groups.

including Dynamic CI Group, see Application services.
Role required: app_service_admin

associated.
Procedure
1. In the Choose a Method page, select Dynamic CI Group as the

Service Population Method.
2. Fill out the fields that appear, which are specific to the Dynamic CI
Group service population method.
Field Description
The method used for populating the

Service Population Method application service with CIs. Set to
Dynamic CI Group.
Notes the Dynamic CI Group

[cmdb_ci_query_based_service]
CMDB Table table, in which application services
created by the Dynamic CI Group
method, are stored.
The CMDB group whose members

become members the application
service.
Note: CIs from
Group Name a class that extends
the cmdb_ci_service class
(Services), are automatically
filtered out and are not added
to the application service.
3. Click Save.
Result
The alert impact on dynamic CI groups is calculated on the following CIs:
• All CIs that are part of the dynamic CI's CMDB group.
• Children of current CIs with a relationship of: Runs on::Runs
• CIs related to either the current CIs or their children, with a relationship
of: Virtualized by::Virtualizes

associated.
For more information, see alert impact calculation.
What to do next
Complete the generic procedure Create an application service.
Populate application services using tags

Use tags that help categorize and organize configuration items (CIs) in
your organization to populate application services. Tag-based mapping
doesn't require configuring credentials or providing users with elevated
rights. Tag-based population method requires the Service Mapping
feature of ITOM Visibility.
Before you begin
1. Analyze the tag usage in your organization and make a list of all tags
and their purposes. Use the Key Value [cmdb_key_value] table to see
the tags in the CMDB.
2. If necessary, assign tags to CIs that you want to include in application

services.
3. Tags is one of several methods for populating an application service

with CIs. Choosing a method for populating an application service, is
only one step of the generic procedure for creating an application
service. This procedure complements the generic procedure to
Create an application service. By itself, this procedure is incomplete.
Role required: sm_admin
About this task
A tag is a label that consists of a key-value pair. Your organization

may use tags to categorize its assets, to enhance query and reporting
capabilities. Discovery and Cloud Provisioning and Governance can
discover tags used by all major cloud providers and container
ecosystems. Once the tags are discovered, Service Mapping can create
application services based on these tags. For example, you can use tags
to map all application services your organization uses in the production
environment in the Europe, the Middle East and Africa (EMEA) region.

associated.
If you have configured tag-based service families and tag categories,

you can use these tag definitions for populating an application service.
Part of defining a tag-based service family is defining a tag category,
which contains tag keys. If necessary, you can also define tag values to
narrow the criteria used for populating application services. Based on the
tag definitions for the tag-based service family, Service Mapping creates
service candidates - suggested application services. When you use the
tag-based service families to populate an application service, you must
select the relevant service candidate.
Alternatively, you can define tag keys and their values while choosing the
tag-based population method for a new application service. Define up
to three tag keys and tag values for the population criteria. CIs that have
discovered tag keys and tag values, become part of an application
service.

including using tags, see Application services.
Note: Service Mapping includes CIs that are part of CI relationships

even if these CIs do not have tags assigned to them. For more
information, see Tag-based discovery in Service Mapping.
Procedure
1. From the Service Population Method list in the Choose a Method

window, select Tags.
2. To define new tag criteria, perform the following steps:
a. Select Use a list of tags.
b. Enter the tag key and its respective tag value.

Matching tag keys that exist in the system, appear in the auto-fill
options.
Important: Tag-based mapping is not case-sensitive; same
key names and key values spelled with upper and lower
case are identified as the same.
c. (Optional) Click the plus icon and add another tag key and tag
value.

associated.
d. Click Preview Result to see the list of CIs that match the defined
criteria and if necessary, refine the tag definitions.
Note: You can add no more than three tag key-value pairs
for one application service.
3. To use tag definitions from a preconfigured tag-based service family,

perform the following steps:
a. Select Use a candidate from a tag-based service family.
b. (Optional) To see the tag definitions for this tag-based service
family, click the Preview button
c. From the Tag-Based Service Family list, select the relevant family.
d. Review the tag categories and values assigned to the service

family.

associated.
e. From the Service Candidate list, select the relevant candidate.
f. (Optional) To review the service candidate form, click the
Preview button .
4. (Optional) Add free-text comment that may provide useful

information for handling this application service later.
5. Click Save.
Populate an application service using the Manual

method
The Manual method for populating an application service, is based
on selecting an entry point CI, which lets users access the application
service. To populate the application service, you then manually add CIs
to the new application service.
Before you begin

associated.
About this task
Manual is one of several methods for populating an application service

with CIs. Choosing a method for populating an application service, is
only one step of the generic procedure for creating an application
service. This procedure complements the generic procedure to Create
an application service. By itself, this procedure is incomplete.

including Manual, see Application services.
Procedure
1. In the Choose a Method page, select Manual as the Service

Population Method.
2. Fill out the fields that appear, which are specific to the Manual
service population method.
Field Description
Service Population Method Manual
Notes the Mapped

Application Service
[cmdb_ci_service_discovered]
CMDB Table table, in which application
services, created by the Manual
service population method, are
stored.
The class from which to choose

Class the entry point CI for the
The CI from the specified Class,

CI to be the entry point for the

associated.
Field Description
Note: To eliminate
the possibility of delayed
results when searching for
a specific CI, make your
search as specific as
possible. A search with
*<name> might take a long
time and return a large data
set.
3. Click Save.
What to do next
1. Complete the generic procedure Create an application service.
2. Manually add CIs to populate the application service.
Populate an application service using the Dynamic

Service method
The Dynamic Service method for populating an application service
generates a dynamic application service. A dynamic application service
automatically updates to reflect any changes to CI relationships in the
CMDB CI Relationship [cmdb_rel_ci] table.
Before you begin
The Dynamic Service is one of several methods for populating an

application service with CIs. Choosing a method for populating an
application service, is only one step of the generic procedure for
creating an application service. The following procedure complements
the generic procedure to Create an application service. By itself, the
following procedure is incomplete.
New dynamic application services initially don't contain any CIs (unless
they were converted from legacy business services or legacy manual
services). Dynamic application services get automatically populated
when they’re connected to other CIs with CMDB relationships. Entry

associated.
points are automatically created when a relationship between a

dynamic application service CI and other CIs is created.

including Dynamic Service, see Application services.
Procedure
1. In the Choose a Method page, select Dynamic Service as the

Service Population Method.
2. Fill out the fields that appear, which are specific to the Dynamic
Service service population method.
Field Description
The method used for populating the

Service Population Method application service with CIs. Set to
Dynamic Service.
Notes the Calculated

Application Services
[cmdb_ci_service_calculated]
CMDB Table
table, in which application services
created by the Dynamic Service
method, are stored.
The number of levels of related CIs

Levels
to include in the application service.
3. Click Save.
What to do next
Complete the generic procedure Create an application service.

associated.
Monitor the health of application services on the

Application Service Dashboard
Monitor the health state of application services in the Application Service
Dashboard. With that information, you can reduce the number of
incomplete application services by populating them and adding missing
data. To use application services effectively, ensure that application
services are fully configured and are populated.
Before you begin
Role required: itil_admin or app_service_admin
About this task
Edit the application services that are reported as missing important

details. For example, if an application service is not configured with a
service population method, configure a service population method for
The data that appears in the Application Service Dashboard is

calculated on a 24-hour cycle during night hours.
Instead of using the legacy Application Service Dashboard that CSDM

provides, you can use the latest Application Service Dashboard in the
Insights view in CMDB Workspace. The Application services tile in the
Insights view provides similar insights as the legacy dashboard, but with a
better user experience.
Procedure
1. Navigate to All > CSDM > Application Service Dashboard.
2. View counts on the Application Service Overview tab, which indicate

basic configurations of application services that are incomplete.
• Count of all application services, complete and incomplete

(Total Application Services).
• Count of application services configured with a service

population method (Population method defined).

associated.
• Count of application services missing a service population

method (No population method defined). Data for the tags and
top down discovery methods appear only if Service Mapping is
installed.
• Breakdown of application services by their missing essential data

such as an Owner, a Change Group, or a Business Service.
• Application services without relationships to technical service

offerings or to business service offerings.
• Breakdown of application services by service population

methods, including business services that were converted to
3. View counts on the Related Focus Areas tab, which indicate other
potentially incomplete configurations of application services.
• Total number of application servers, and from those, the number

of application servers which are not in any application service.
Also, the breakdown of these application servers by class.
• Total number of databases, and from those, the number of

databases which are not in any application service. Also, the
breakdown of these databases by class.
• Total number of hardware servers, and from those, the number of

hardware servers which are not in any application service. Also,
the breakdown of these servers by class.
Note: Application servers, hardware servers, and databases,
not included in application services, are counted only up
to about 100,000, even if the actual count is greater than
this limit. This number limit is determined by the value of the
glide.cmdb.csdm.app_service.max_results property.
4. (Optional) Filter the count results in either the Application Service

Overview or the Related Focus Areas tab by specific application
service properties.
You can filter by the Owner, Change Group, or the Support Group
properties. A filter does not impact counts of application services in
which the respective filter property is missing. For example, filtering by
Owner, doesn't change the count of Missing Owner.

associated.
5. (Optional) Select a widget in either the Application Service Overview

or the Related Focus Areas tab to drill down to the respective CI list
view.
For example, click the No population method defined widget to see
the CI list view of application services in which no population method
is defined.
6. (Optional) Edit the coloring rules that determine the threshold for
displaying counts in red.
This applies only to the widgets for application services that are not
fully configured, such as the No population method defined widget.
a. Click the Add Widgets ('+') icon.
b. Point to the banner of a widget and click the Edit Content icon.
c. In the Edit Report window, click the Style tab and then click Edit
coloring rules.
d. See Create coloring rules for multilevel pivot table reports to

complete this edit, and for more details.
Role required for this step is report_admin or admin.
What to do next
After identifying any application services that are missing important

details, edit the application services to add the missing details.
1. Navigate to CSDM > Manage Technical Services > Application

Services.
2. In the Application Services list view, select an application service to

edit.
3. Add the missing details.
For details about configuring an application service, see Create

Modify the attributes and relationships required for

Modify the lists of attributes and relationships that are required when
creating application services.

associated.
Before you begin
About this task
In application service settings, the lists of required attributes and required

relationships determine which of those items are required when creating
application services. By default, the list of required attributes contains the
required Name and Number attributes. Also by default, no relationships
are required.
You can choose from predefined lists of allowed required attributes and
relationships. To change the requirement status of an attribute, remove it
from or add it to the list of required attributes. You can also add Business
Application, Technical Service Offering, or Business Service Offering to the
list of required relationships.
Procedure
1. Navigate to All > CSDM > Application Service Settings.
2. Review the list of Available items in the Required attributes and

Required relationships lists and then add items to the Selected list.
3. Click Save.
Result
Next time that you create an application service, the required attributes
and relationships are visibly noted in the Basic Details section on the
Create an Application Service page.
Convert business services to application services

Unify the way you manage services in the organization by converting
manually created records in the Service [cmdb_ci_service] table into
application services. Conversion lets you streamline the different types
of services in your organization, leverage ITOM Visibility capabilities, and
align with the Common Service Data Model (CSDM). The conversion is
irreversible: You can't transform application services back into business
services.

associated.
Using application services has benefits such as:
• Viewing service maps and change history of services.
• Easily seeing the service context by providing a flat list of all CIs in the
• Monitoring service health. If Event Management is deployed, you can

monitor service performance and identify health issues for application
services.
• In Change Management, the list of impacted services on a change

request form is more accurate because the list includes only
• Applying Customer Service Management tools to open and manage

cases at the service level.
Discovery doesn't run on converted application services, because

converted services are manual. However, if after the conversion you add
Discoverable by Service Mapping entry points to the application service,
then Service Mapping starts discovering such this application service.
Choosing between application services of the manually created

and dynamic type
You can convert business services into application services of the

manually created type or of the dynamic type. You can edit manually
created application services by adding or removing CIs at any time. The
system does not update manually created services automatically. If there
are changes to CIs making up a manually created application service,
the service does not automatically reflect it.
Dynamic services are updated automatically to reflect any change

to CI relationships stored in the CMDB CI Relationship [cmdb_rel_ci]
table. When you add a relationship to a CI that is contained in a
dynamic service, then that service automatically updates to reflect the
addition of the relationship and the associated new CI. In a similar
manner, a dynamic service automatically updates upon the removal of
a relationship and its associated CI from a CI within the service.
To learn more about different types of application services, see


associated.
Conversion process
During conversion, the following changes and processes occur:
• The service record is moved from the Service [cmdb_ci_service] table

into the Mapped Application Service [cmdb_ci_service_discovered]
table by changing the record class.
• The application service is set with all the original business service
attributes such as name, owner, and operational status.
• The system adds related items from the business service to the
converted application service, up to the specified level.
• The system queries the CMDB for the latest CI changes.
• Event Management, if activated, applies CI impact rules to CIs that

are associated with alerts and that are part of the application service.
Event Management deploys CI impact rules for alert monitoring.
• You can edit a converted application service of the manually

created type by navigating to CSDM > Manage Technical Services
> Application Service. Then select a converted application service.
The service population method for a converted application service, is
set to Converted Business Service. For more information about editing
application services, see Create an application service.
Note: You can't edit a dynamic application service by adding
or removing CIs from it. The system automatically modifies an
application service of the dynamic type when you modify relevant
relationships for CIs that are part of that application service.
Non-compliant CIs
A conversion might involve adding CIs of the following CI types, which
cannot be added to an application service:
• cmdb_ci_file_system
• cmdb_ci_network_adapter
• cmdb_ci_storage_device
• cmdb_ci_disk_partition

associated.
• cmdb_ci_memory_module
• cmdb_ci_ip_address
• cmdb_ci_storage_pool_member
• dscy_net_base
• cmdb_ci_storage_export
• cmdb_ci_endpoint
• cmdb_ci_translation_rule
• cmdb_ci_qualifier
• cmdb_ci_application_cluster
• cmdb_ci_config_file
If the original business service contains related items belonging to these

CI types, then the system does not add such CIs or connections coming
from them. If necessary, you can prevent CIs of other CI types from being
added to application services by modifying the Manual CI Inclusions /
Exclusions [svc_manual_ci_exclusions_inclusions.list] table.
Domain separation
In environments with domain separation, only CIs belonging to the same

domain as the application service are added to the application service.
If there is a domain hierarchy, CIs must belong to the same child domain
as the application service.
Convert business services to application services in bulk
Convert a subset of business services to application services, in bulk and

automatically rather than one at a time. Individually select the business
services for the conversion, and then convert them into application
services.
Before you begin
Role required: app_service_admin, ecmdb_admin, or itil_admin

associated.
About this task
Use bulk conversion to convert legacy business services to application

services. For the bulk conversion, individually select the business services
from the Services list view, typically up to 100 business services in a single
conversion. You can create multiple bulk conversion records, each with
a different set of business services. However, do not include a business
service in more than one bulk conversion.
Note: You can't undo this conversion operation.
Procedure
1. Navigate to All > Configuration > Services.
2. In the Services list view, select the services that you want to include in
the conversion.
3. In the Actions on selected rows drop down list, select Bulk Convert
Application Services.
4. Fill out the Bulk Convert Services form.
Field Description
Pre-populated with "Application

Name Service Conversion: <time
stamp>".
List of services included in the

conversion.
You can unlock the list and

Select configuration items select services to remove from
the list. Or, use the Select target
record search box to search and
add services to the list, by service
names.

associated.
Field Description
The number of levels of related

Levels CIs to include in the converted
Select this check box to

Update service when CMDB convert the business service into
updates an application service of the
dynamic type.
5. Select Start Conversion.
What to do next
• Check the status of a conversion: On the Bulk Convert Services form,

scroll to the Bulk Convert Services Entries section to see the status (such
as Ready or Completed) of a conversion.
• Track the progress of a conversion as it runs: In the navigation filter,

enter cmdb_convert_bulk_services.list and press the Enter key to
see the list of conversions, and their progress.
• (Optional) On a change request form, view affected dynamic services.

For example, after you add an affected CI that is associated with a
dynamic service:
1.• Navigate to Change > Open.
2.• Select a new change request to add affected CIs to.
3.• On the Change Request form, scroll to the Related Links section.
4.• Click the Affected CIs tab and then click Add to add an affected
CI to the change request.
5.• Open the form context menu and select Refresh Impacted
Services.
6.• Click the Impacted Services/CIs tab to see any dynamic services
that are associated with the affected CI and that are impacted by
the change request.
For more information about affected CIs on a change request, see
Associated CIs on a change request.

associated.
Convert an individual business service to an application service
Manually convert a specific business service to an application service.
Before you begin
Review the original business service to evaluate it.
• Make sure that all CIs and CI relations are relevant for the future
application service. If necessary, change the CI relations in the CMDB.
• Make sure that the original business service doesn't contain more than
5000 CI relations. Application services that contain more than 5000 CI
relations cause mapping and monitoring performance issues.
• Decide how many levels of CI relations you are going to use during
conversion.
Warning: The conversion is irreversible: You can't transform

application services back into business services.
Procedure
1. Navigate to All > Configuration > Business Services.
2. Select the business service that you want to convert to an

3. Click Convert to Application Service.

The Converting to Application Service dialog box opens.
4. Select a number from the Up to list, as the number of levels of related

CIs to include in the conversion.
The maximum number of levels is eight.
5. Select Update service when CMDB updates to convert the business

service into an application service of the dynamic type.
6. Click OK.

associated.
Result
The system adds the CIs from the business service to the converted
What to do next
Open the map for the newly converted application services.
Make sure that the application services aren't too large:
• Service Mapping doesn't offer to view CI list instead of a map for an

• There is no discovery message indicating that the application service is

too large: The map does not display the entire service, because it is too
large. The number of CI connections exceeded the allowed maximum.
If the service is too large, perform the following actions:
• Review the converted application service to identify CI relations

irrelevant or redundant for this service. Remove such CI relations in the
CMDB.
• Decide how many levels of related CIs you must include into this
application service. If necessary, change the number of levels used in
conversion to reduce the service size.
Related concepts
Convert legacy manual services into dynamic

Unify the way you manage services in your organization by converting
legacy manual services into dynamic application services. Conversion
lets you streamline the different types of services in your organization,
leverage ITOM capabilities, and align with the Common Service Data
Model (CSDM). The conversion is irreversible: You can't transform
application services back into legacy manual services.

associated.
Before you begin
About this task
You can't edit a dynamic application service directly. Instead, the system
automatically updates a dynamic application service to reflect any
change to CI relationships in the CMDB CI Relationship [cmdb_rel_ci]
table.
During conversion, the following changes and processes occur:
• The service record is moved from the Service [cmdb_ci_service]

or the Manual Service [cmdb_ci_service_manual] table into the
[cmdb_ci_service_calculated] table by changing the record class.
• The dynamic application service is set with all the original attributes
of the legacy manual service such as name, owner, and operational
status.
• The system adds related items from the legacy manual service to the
converted dynamic application service, up to three levels by default.
• All connections created between CIs in the dynamic application

service are endpoint CIs with the relationship uses, implement, or
application flow.
• Event Management, if activated, applies CI impact rules to CIs that

are associated with alerts and that are part of the application service.
Event Management deploys CI impact rules for alert monitoring.
A conversion might involve adding non-compliant CIs, which cannot be

added to an application service:

associated.
• dscy_net_base
If the original manual service contains related items belonging to these

CI types, then the system does not add such CIs or connections coming
from them. If necessary, you can prevent CIs of other CI types from being
added to application services by modifying the Manual CI Inclusions /
Exclusions [svc_manual_ci_exclusions_inclusions.list] table.
Procedure
1. Navigate to All > Configuration > Application Services > Application

Services.
2. Ensure that the view is set to the default view.
a. Click the List controls icon for the list view.
b. Click View and then select Default view.
3. Open the legacy manual service that you want to convert to a

dynamic application service.
4. In the Related Links section on the service form, click Convert to

Dynamic Service.

associated.
Manually add CIs to an application service

Add configuration items (CIs) to manually created application services or
to services discovered by Service Mapping. You can edit discovered and
manually created application services.
Before you begin
• Verify that the CI type for the CI that you are planning to add, exists.
If necessary, create the CI type as described in Create CI types for
Service Mapping and Discovery.
• Add CIs to the CMDB for the device or application that you want to
add, if necessary. See Populate the CMDB for more information.
Role required: app_service_admin or sm_admin
About this task
Adding a CI to an application service requires creating a relationship

between the new CI and a CI in the application service. You can add
CIs to an application service that was created manually, by either:
Adding a method to populate the application service.
Navigate to CSDM > Manage Technical Services > Application

Service. Select an application service and then use the Populate
the Application Service tab to choose a method to populate the
application service. For more details, see Create an application
service.
Using the application service service map as described in the steps

below.
The default relationship type of the added connection in this case is

Depends on::Used by. You can modify this default relationship type
by changing the value of the Components installed with application
services property.

associated.
Important: You cannot fine-tune or edit tag-based and dynamic

services from the map.
Information about the CI in application service, to which you are

connecting a new CI, is updated in the CMDB. This information includes
the type of the relationship between the CIs. If other application services
use the same applicative flow, the CMDB recognizes it and adds the
CI you added manually to these application services by analogy. For
example, you manually added an IBM WebSphere Message Broker to
an IBM WebSphere HTTP Listener in the Bank Customer Portal service.
The system also adds this IBM WebSphere Message Broker to the same
HTTP Listener in the Bank Internal Portal service, because it uses this HTTP
Listener. The same logic applies when you remove a CI you added
manually: The system removes it from all application services where you
either manually added it or the system added it by analogy.
You can manually connect a CI only to actual CIs existing in the CMDB,
not to a visualization of other items on the map such as clusters or
boundaries. Also, you cannot add CIs of these CI types to an application
service:
• dscy_net_base

associated.
If necessary, you can prevent CIs of other CI types from being added
to application services by modifying the Manual CI Inclusions / Exclusions
[svc_manual_ci_exclusions_inclusions.list] table.
In environments with domain separation, only CIs belonging to the same

domain as the application service are added to the application service.
If there is a domain hierarchy, CIs must belong to the same child domain
as the application service.
If working with an application service discovered by Service Mapping,

manually add a CI:
• To indicate that an application service contains a device or

application, which Service Mapping cannot discover. For example,
add an A/C unit to the Production Floor service.
• To add a temporary placeholder for a CI, which Service Mapping

did not discover. In this case you are planning to perform necessary
troubleshooting to ensure that Service Mapping discovers this CI in the
future. For example, add an IBM WebSphere Message Broker to the
Bank Customer Portal service.
• To create an application service that combines entry points and CIs

automatically discovered by Service Mapping with entry points and
CIs from the CMDB. After you manually add an entry point, you can
update the application service with CIs from the CMDB based on the
relationships defined there.
For additional information related to Service Mapping, see Pattern

customization and Enable traffic-based discovery for CI types or specific
CIs.
Procedure
1. Open the application service map.
a. Navigate to All > CSDM > Manage Technical Services >

Application Service.
b. Select the needed application service.

associated.
c. On the application service page, select View Map.
2. If needed, click Edit to ensure that the map is in Edit mode.
If Service Mapping is deployed, then in Edit mode, the Discovery

Messages section appears below the map.
3. To connect a CI to another CI on the map, right-click the CI to which

you want to connect the new CI, and then select Add a CI.
4. In the Add A CI dialog box, specify the CI to add:
Field Description
Select the CI type (CI class)

for the CI you are adding.
Every CI belongs to a CI type
CI Type which contains a set of attributes
configured for this kind of CI,
for example, cmdb_ci_appl for
applications.
Select the CI from the list of CIs

of the selected CI type.
Note: To eliminate
the possibility of delayed
results when searching for
CI Name a specific CI, make your
search as specific as
possible. A search with
*<name> might take a long
time and return a large data
set.
The CI type list includes only allowed CI types. For example, you
cannot add an application cluster.
5. Click Submit.
The manually added CI appears on the map.

associated.
Note: When you manually add a CI, which is an application, as

a child to a service that already includes its parent application
CI, the newly added child application CI is hidden inside the
inclusion. Click the plus (+) symbol next to the parent application
CI to see the child application CI.
6. (Optional) If Service Mapping is activated, add a discoverable

outgoing connection for the manually added CI:
a. Right-click the manually added CI.
b. Select Manually add a connection.

Note: If you do not see the Manually add a connection
option in the right-click menu, check that you are logged
in with the user that belongs to the same domain as the
c. Configure attributes for the entry point as described in Entry

points attributes.
d. Click Submit.
Discovery and Service Mapping attempt to discover this CI. If
successful, the CI appears on the map. Otherwise, a warning
icon ( ) appears.
7. (Optional) If Service Mapping is activated and you want Service

Mapping to automatically discover a CI, which you previously added
manually:
a. Customize the relevant pattern or fine-tune traffic-based

discovery to enable Service Mapping to discover the CI.
b. Navigate to the relevant application service map.
c. Click Run discovery.
d. After the discovery process finishes, verify that Service Mapping

discovered the CI by checking the connector leading to the CI.
If Service Mapping discovered the CI, then two connectors, a
manual and automatically discovered, appear for the CI.

associated.
e. Right-click the CI you added manually.

In the example, it is IBM WebSphere Message Broker.
f. Select Remove manually added CI.

The map shows the CI with only one connector leading to it. If
this CI had any manually added connections, they are removed
together with the manually added CI.
Related tasks
• Link application services

associated.
Manually update an application service with changes

from the CMDB
Ensure that an application service is up-to-date and reflects all the latest
changes to its configuration items (CIs). Regularly update application
services to reflect any changes to CIs and their relationships in the CMDB.
Before you begin
About this task
There is no mechanism or an API that automatically updates application

services that were created manually. Also, you may need to manually
update application services discovered by Service Mapping, if they
contain manually added CIs. You can only update application services
which contain manually created entry points and which are not
discovered by Service Mapping.
An example of a change is deleting CIs from the CMDB or connecting

two CIs one of which is part of an application service. In the first case,
your application service may show a CI that no longer exists. In the
second case, on the contrary, the application service omits a CI.
An update might involve adding CIs of the following CI types, which

cannot be added to an application service:
• dscy_net_base

associated.
If necessary, you can prevent CIs of other CI types from being added
to application services by modifying the Manual CI Inclusions / Exclusions
[svc_manual_ci_exclusions_inclusions.list] table.
Also, the system can connect a CI from the application service only to
actual CIs that exist in the CMDB, not a visualization of other items on the
map like clusters or boundaries.
The maximum number of CI connections added to

application services during this operation is controlled by the
sa.service_max_ci_service_population property. By default, the value
is 1,000 (one thousand connections). Increasing the number
of CI connections may cause performance issues. To adjust
the maximum number of added CI connections, add the
sa.service_max_ci_service_population property, as described in Add a
system property.
In environments with domain separation, only CIs belonging to the

same domain as the application service are added into the application
service. If there is a domain hierarchy, CIs must belong to the same child
domain.
You can also update application services by using APIs.
Procedure
1. Navigate to All > CSDM > Manage Technical Services > Application
Service.
2. On the Application Services list view, select the application service

that you want to update.
3. Click Advanced and then click Advanced Configurations.

associated.
4. On the Additional Info page, click the Update with changes from
CMDB related link.
5. Select a number in the Up to list to limit the number of levels of

related items to be updated.
If the specified number is higher than the number of levels of related
items that already exist in the application service, then the system
adds the missing CIs and their connections.
Warning: Specifying a lower number than the number of levels
that already exist in the application service, does not result in the
removal of CIs from the application service.
6. Click OK.
Result
• The system updates the application service with the changes from the
CMDB and shows them on the map.
• After the update process is complete, the application service form

opens.
Link application services

You can manually link two application services by adding a reference
to one application service into another application service. The service
that contains the reference, becomes a dependent service. The service
that you include as a reference is a contained service. You can link
application services to create dependencies for impact monitoring in
Event Management.
Before you begin
You can edit discovered and manually created application services.

Important: You cannot fine-tune or edit tag-based and dynamic
services from the map.
Ensure that you know the name and the service type of the application
service, to which you want to add a reference.

associated.
About this task
To create a link, add a reference to the relevant application service as

an outgoing connection of the relevant CI inside another application
service. For example, you can add the UK Portal application service as a
link to the Online Store application service. In this case, the Online Store
service becomes dependent on the UK Portal service that it contains. The
Online Store service reflects discovery errors for its contained service in
the Edit map mode, as well as alerts in Event Management.
Example of linked application services

associated.
When you link an application service to another application service, the

information about the CI, to which you linked the service, is updated in
the CMDB. The CMDB recognizes other application services that use the
same applicative flow, and adds the contained application service to
these application services by analogy. The same logic applies when you
remove a contained application service: The system removes it from all
application services where you either manually linked this service or the
system linked this service by analogy.
When using Service Mapping, you may want to link application services
to create:
• A dependency between two application services.
• A placeholder for a map branch that Service Mapping failed to

discover. If you create or customize a pattern to discover the
configuration item (CI) serving as an entry point for the contained
application service, Service Mapping can discover this contained
service.
• An indication that an application service contains a branch, which

Service Mapping cannot discover.
You can add an application service as a contained service to as many

application service as necessary.
Procedure
1. Navigate to Service Mapping > Application Services.
2. Click View map next to the relevant application service.
4. Right-click the CI to which you want to link an application service as

a reference.
5. Select Add A CI.
6. In the Add a CI dialog box, select the application service you want
to add as a contained service:

associated.
Field Description
Select the relevant service type

from this list:
• Tag-Based Application
Service
• Mapped Application
Service for discovered
CI Type
or manually created
• Calculated Application
Service for dynamic
services
Select the name of the

application service that you
CI Name
want to link as a contained
service.
7. Click Submit.
The icon for the contained service appears on the map.
Related concepts
Group application services

Organize application services by groups to perform actions
simultaneously on multiple services, and to control user access to
services. You can use Event Management to track service health by
service groups.
Before you begin
Role required: sm_admin or app_service_admin

associated.
About this task
Typically, enterprises have hundreds of services which makes it

impractical to manage them individually. Service groups can make
service lists much shorter and easier to manage, especially in large
organizations or service providers.
How you group application services depends on the user and on service
provisioning policies in your enterprise. The relation between application
services in groups is purely logical and the same application service can
belong to multiple groups. For example, the Mobile service can be part
of the following service groups: Sales, Beijing, and Telephony.
Example of an application service belonging to different groups
You can embed a service group within another service group to create
a hierarchy of service groups. If users have access to a parent service
group, they automatically have access to all its child groups. By default,
all new services are assigned to the All service group that lets all users
view and manage application services. When you assign a role to a
service group, the users with this role can access application services in
this service group and in the All service group. To enable users with this

associated.
role to access other services, assign this role to the respective service
group. Do not assign user roles directly to the All service group.
If Service Mapping is activated, service groups can contain a mixture

of manually created application services and application services
discovered by Service Mapping.
You can use Now Platform Notifications to alert users if the service
group severity changes to critical. The overall severity of the group is
determined by the highest alert severity within the group.
Procedure
1. Navigate to All > Configuration > Application Services > Service

Groups.
2. Click New.
3. Enter the name of the new application service group in the Name
field.
4. To embed this group in another group, enter the name of the other
group in the Parent Group field.
5. Right-click the form header and click Save.
6. Add an application service to the newly created service group.
a. In the Service Group Members section, click New.
b. In the Name field, enter the name of the application service.

If you are using Event Management, you can also enter an alert
group name.
c. Click Submit.
7. Alternatively, add an application service to a group from the

application service form.
a. Navigate to All > Configuration > Application Services >

Application Services.
b. Select the application service you want to add to a service

group.

associated.
c. In the Service Group Members section, double-click Insert a new

row.
d. Enter the name of the service group to which you want to add
the selected application service.
e. Click the OK icon ( ).
f. Click Update.
Control user access to application services

Assign user roles to service groups to grant users access to application
services in your organization. Your organization may restrict access to
some services for security or secrecy reasons.
Before you begin
Make sure that you have performed the user provisioning tasks for the
users you want to grant access:
1. Add users to user groups.
2. Create new roles.
3. Assign roles to users or user groups.
Also, make sure that you have created service groups as described in
Group application services.
About this task
In the base system, the following roles provide access to application

services:
app_service_admin
Creates and modifies application services, creates service groups, views,

and edits application service maps.

associated.
app_service_user
Views maps for operational application services and retrieves service

content using the getContent - GET REST API. The itil role that serves as
the basic helpdesk technician role contains the app_service_user role.
Service Mapping provides these preconfigured roles:
sm_admin
Sets up the Service Mapping application. Maps, fixes, and maintains

application services. Also performs advanced configuration and
customization of the product. Assign this role to application
administrators.
sm_user
Views maps for operational application services to plan change or

migration, as well as analyze the continuity and availability of services.
Assign this role to application users.
sm_app_owner
Provides information necessary for successful mapping of an application

service. Once a service is mapped, this user reviews the results and either
approves it or suggests changes. Assign the sm_app_owner role to users
who own application services and are familiar with the infrastructure and
applications that make up the services.
Note: Users with the itil role only can view all application services.
Event Management provides these preconfigured roles:
evt_mgmt_admin
Has read and write access to all Event Management features to

configure Event Management.
evt_mgmt_operator
In addition to the evt_mgmt_user permissions, can also activate

operations on alerts such as acknowledge, close, open incident, and run
remediations.

associated.
evt_mgmt_user
Has read access to all Event Management features. Has write access to
alerts to manage the alert life. Has the itil role to be able to manage
incidents that are created from alerts.
evt_mgmt_integration
Has create access to the Event [em_event] and Registered Nodes

[em_registered_nodes] tables to integrate with external event sources.
Typically, enterprises have hundreds of services which makes it

impractical to manage them individually. Service groups can make
service lists much shorter and easier to manage, especially in large
organizations or service providers. In a hierarchy of service groups, access
to a parent service group automatically grants access to all the child
service groups.
Users inherit permissions from roles that are assigned to them. You can
assign some roles directly to service groups to allow all users with this
role to access all application services belonging to this group. However,
most enterprises choose to organize their roles as a hierarchy. It helps
to manage roles across multiple ServiceNow applications. For example,
the Service Mapping administrator [sm_admin] can be part of a broader
administrator role like administrator [admin]. You can add users to user
groups and then assign roles to the user groups to give permissions of this
role simultaneously to all the group users.
Assigning a role to an application service group

associated.
By default, all new services are assigned to the All service group that lets
all users view and manage application services. When you assign a role
to a service group, the users with this role can access application services
in this service group and in the All service group. To enable users with
this role to access other services, assign this role to the respective service
group. Do not assign user roles directly to the All service group.
Procedure
1. Navigate to either of the following:
• Configuration > Application Services > Service Group

Responsibilities.
• If Service Mapping is activated: Service Mapping > Services >

Service Group Responsibilities.
• If Event Management is activated: Event Management > Services

> Service Group Responsibilities.
2. Click New and fill out the Application Service Group Responsibilities
form.
Field Description
Service group to which you want

Application Service Group
to assign a role.
Role you want to assign to the

selected service group.
Role
For example,
financial_services_admin.
3. Click Submit.
Example
To manage access to services that contain sensitive financial information
in your organization:
1. Organize the services into the Financial Services group.

associated.
2. Create a new user role, financial services

administrator [financial_services_admin] role, that contains the
[app_service_admin] role.
3. Assign the Financial Services administrator role to the Financial

Services group.
As a result, only users with the Financial Services administrator role can
access application services belonging to the Financial Services group.
View an application service map in base system

An application service map provides a visualization of data for the CIs
comprising an application service, and the relationships and connections
between these CIs.
Before you begin
Role required: app_service_user to view the map in View mode, and

app_service_admin to modify services in Edit mode.
About this task
When you create an application service, the system generates an

associated application service map. The system then updates the map
to reflect any changes to the application service. This map consists
of icons representing CIs and arrows that represent the connections
between them.
If Service Mapping is deployed, see Application service maps and View

CI connection attributes in an application service map for more details.
To open an application service map, navigate to CSDM > Manage

Technical Services > Application Service, select an application service,
and then click View map.
Perform any of the following operations in the application service map.
Procedure
• Click on the windows bar to navigate to a different application

service.

associated.
• Use the navigation tools to increase or decrease the view of the map
and to move the map on the page. You can also click anywhere on
the map area and drag a segment of the map into the visible area.
• View changes: You can view changes and change records associated
with the application service as a whole or with any of its CIs, within
a time range. For more information, see View the change history of
Records under the Change tab underneath the map, which are
associated with a selected CI or connection, are highlighted. If you
select a change record under the Change tab, then the associated CI
icon appears yellow on the map.
• View attributes: When you select a device, application, or connector

on the map, it appears in blue and its attributes appear in the
Properties pane on the right of the map. When nothing is selected on
the map, the details of the application service itself appear on the
Properties pane.
Open the CI's form for further details by clicking Detailed Properties at
the bottom of the Properties pane.
• Click Edit or View to switch the map mode. Edit mode lets you add or
remove CIs from the map.
• Click for Additional actions:
• Set Group CIs on map: Simplify maps by grouping 10 or more CIs

belonging to the same type and hosted on servers sharing prefix and
domain name.

associated.
• Set Spanning tree view: Simplify the map by organizing CIs into a tree
structure and hiding some connection lines. This option is especially
useful for very large maps.
• Map Indicators: Show additional information for a CI or for the

application service itself by displaying related records such as alerts,
outages, incidents, and problems. For each indicator that is enabled,
the corresponding indicator icon appears next to CIs with associated
records, and the corresponding tab appears underneath the map. If
a record is associated with the application service itself, the indicator
appears next to the application service name.
For information about managing map indicators, see Create or

modify map indicators. For more general information, see Event
Management Map Indicators (Video).
• Export to PDF: Export the map to a .PDF file which you can then share
as needed. After the PDF file is ready, click to download the PDF
file to your local drive.
• View the details of a connection.

By default, connection lines for the same CI on an application service
map, are merged. This merge reduces clutter on the map and helps to
make the map more readable. For a merged connection line, you can
view details for all the underlying connection lines.
Merged connection lines
• To view the source and target CIs of a connection, right-click a

connection line.
If spanning tree view is enabled:

associated.
1.• Click the CI whose connections you want to view to show all the
concealed connections for the CI.
2.• Right-click one of the connection lines.
• To view properties of a connection, click a connection line. For

manually added connections, Endpoint Type is Manual Endpoint.
• To view properties of a connection within a merged connection:
1.• Right-click the merged connection line.
2.• Select one of the connections.
3.• Select Select edge.
What to do next
You can change the details that appear in the Properties pane by
updating the form view 'Form view and section', as described in
Configuring the form layout.
Related reference
• Spanning tree view property
View CI attributes in an application service map classic

Service Mapping
An application service map displays attributes for each configuration
item (CI) that is part of the application service, as well as for the
application service itself. The attributes come from the CMDB.
Before you begin
Role required: sm_admin or sm_user
About this task
You can view the following information for each CI:

associated.
Name label
The CI name. This attribute is either preconfigured on the CI or configured

during CI installation.
Basic attributes
A summary of the most important CI attributes.
Detailed attributes
A complete list of all attributes collected for the CI.
Each CI type (CI class) has different attributes. For example, the Linux
Server type has different attributes than the SQL Instance type.
If Service Mapping is deployed, the way CIs appear on the map

depends on the view you select for the map. Attributes available
for viewing also depend on the Service Mapping setup. For more
information, see description of components installed with Service
Mapping.
Procedure


3. To see the full name of a CI whose name has been shortened on the
map, point to the CI.
A tooltip displays the full CI name.
4. Click a CI to see its details in the Properties pane.

associated.
The attributes of applications and the servers that host them appear
separately.
5. To view more detailed attributes for the CI, click Detailed properties
at the bottom of the Properties pane.
6. (Optional) To view configuration files associated with a CI in

environments where Service Mapping or Discovery are enabled and
tracking changes to CI configuration files is enabled):
• Review the list of files under Tracked Files in the Properties pane.
Click the file name to open the actual file.
• Click the Affected CIs tab and view the list of configuration files.
Click the file name to open the actual file.

associated.
View the change history of application services in

classic Service Mapping
You can view the changes made to an application service as a whole
and to the individual configuration items (CIs) comprising the service.
Change history is useful for maintenance, planning, or troubleshooting
procedures.
Before you begin
Role required: admin, sm_admin, sm_user, app_service_admin, or

app_service_user
About this task
Details about changes to an application service and to its CIs are stored
in the CMDB. Typically, these changes reflect adding or removing CIs
from an application service, upgrading or updating CIs, or modifying
CI configuration files. The system gathers this data by querying CMDB
tables and then creating the change history view. In deployments where
Service Mapping is activated, the type of change information Service
Mapping queries depends on discovery patterns that Service Mapping
uses to discover CIs.
Changes to configuration files are associated with CIs to which these files
belong. Maps show configuration file changes as changes to related CIs.
While you can see change records for a specific CI in the context of
application services, you can also see detailed history of a specific CI
separate from its application service as described in History Timeline.
If the Now Platform is configured to validate changes, all changes are

evaluated and rendered as valid or not. If a change is valid, its change
record on the application service map is marked as approved. For more
information about configuring the platform for change validation, see
Managing proposed changes.

associated.
Changes to the application service appear on the history timeline.
The type of change mark depends on the nature of changes that it

represents:
Light gray balloon ( )
Unapproved change that does not influence the application service

behavior. For example, a change in a network path or adding a node
to a cluster.
Dark gray balloon ( )
Unapproved change that changes the application service behavior.
Green balloon ( )
An approved change in deployments where the Now Platform is

configured to validate changes.
Double balloon ( )
Multiple separate changes that happened a short time from each other.
You can mark times on the history scale by creating baselines to quickly
return to the marked view.
Procedure


associated.
2. Review change records created for this application service on the

Changes tab at the bottom of the page.

3. On the history timeline, set the time range of changes that you want
to view.
Option Action
To set the time range of the Click the hour, day, week, or
history timeline month icons.
To increase or decrease the Click the zoom in and zoom out

time range icons.
To change the upper limit on Click the history scale.

your history range
The time that serves as the

upper limit appears above the
history timeline.

associated.
Option Action
Note:
You cannot set the lower

limit on your history range
to a time before this
application service was
created. This time is marked
with the IT Service Created
event on the history
timeline.
The map shows the history view of the application service for the time
you selected.
Note: The Change tab shows all change records, even the ones
which are filtered out of the history view.
4. To mark a time on the time scale, set a baseline:
a. Click the Compare icon.
b. Navigate to the time you want to mark as a baseline on the

history scale.
c. Click Set baseline.

associated.
d. Enter the name of the baseline and click OK.

The new baseline appears as a button above the history scale
and as a blue flag on the history scale.
5. View the change history.

Option Action
To see the CI responsible for a Select a change record on the

change record Changes tab.
The related CI is marked yellow

in the map.

associated.
Option Action
To see only change records Select the required CI or the

related to a CI connection on the map.
The Changes tab displays only

change records related to the
selected CI or connection.
To see the configuration file at

the selected moment in the past a. Set the time on the history
scale.
b. In the Properties pane, scroll

to Tracked Configuration
Files, and click the file
name.
The new tab opens

displaying the content of
the tracked configuration
file at the selected time.
To see the network at the

selected moment in the past a. Set the time on the history
scale.
b. Right-click the connection

and select Show network
path.

associated.
Option Action
The new tab opens

displaying the network or
storage path map for the
time you selected.
Note: You cannot

view the network path
for connections marked
as boundaries to this
6. To exit the history view and see the current status of the application
service, click the current icon.
Related tasks
• View an application service map in base system
• Compare two versions of an application service in classic Service

Mapping
Compare two versions of an application service in

classic Service Mapping
You can see a summary of application service changes at a glance by
comparing two versions of an application service. This feature is useful
for checking the application service status before and after a certain
change or problem.
Before you begin
Role required: admin, app_service_admin, app_service_user, sm_admin,

or sm_user

associated.
About this task
Specify two points in time for which to compare the two versions of an
application service. You can use the change indicators on the timeline
to specify one point in time that is before and another that is after a
change for which to see the details. For example, if you know that the
application service started to fail at a certain time, you can compare
two versions of the application service, one before and one after the
problem started. This comparison lets you see the summary of changes
that possibly led to the problems.
Service Mapping, if deployed, tracks and shows all changes to a CI

including configuration files associated with a CI. When you compare
two versions of an application service, you can see changes made to
configuration files as changes to CIs. You can also compare two versions
of a configuration file to see the actual changes in the files, during the
time range specified for the comparison.
Procedure


3. On the history timeline, set the time range of changes that you want
to view.
Option Action
To set the time range of the Click the hour, day, week, or
history timeline month icons.

associated.
Option Action
To increase or decrease the Click the zoom in and zoom out

time range icons.
To change the upper limit on Click the history scale.

your history range
The time that serves as the

upper limit appears above the
history timeline.
Note:
You cannot set the lower

limit on your history range
to a time before this
application service was
created. This time is marked
with the IT Service Created
event on the history
timeline.
The map shows the history view of the application service for the time
you selected.
Note: The Change tab shows all change records, even the ones
which are filtered out of the history view.
4. Click the Compare icon.

associated.
5. Set Compare point 1 and Compare point 2 as the two points in time
for the comparison.
You can drag the pointers on the history scale to set corresponding
time points.
If the history scale does not include the time set for comparison,
then its corresponding pointer appears next to the compare point in
yellow:
Note: If there are no changes to the service during the time

interval specified by Compare point 1 and Compare point 2,
then no change details are displayed.
6. Click Compare.
The comparison view opens in a separate tab.
7. Select a marked CI to see the relevant change record on the

Changes tab.

associated.
8. (Optional) If Service Mapping is deployed, you can compare two

versions of a configuration file that appears on the map as Updated:
a. Select the CI that is associated with the updated configuration

file.
b. In the Properties pane, click the link to the updated file.

associated.
The Tracked Configuration Files Version Compare tab opens

showing two versions of the configuration file side by side.
c. Review actual changes.
Highlight colors indicate the type of change:
• Purple — Updated line
• Pink — New line
• Gray — Deleted line
d. Navigate between the changes using the arrows in the upper

right corner.
e. Close the Tracked Configuration Files Version Compare tab when

finished.
9. Close the comparison view when finished.

associated.
Related tasks
• View the change history of application services in classic Service

Mapping
Use application services APIs

Application services provide APIs that let you perform operations such as
creating and updating an application service, populating it with CIs from
the CMDB, and retrieving details from an existing application service.
An application service is a set of interconnected applications and hosts

which are configured to offer a service to the organization. Application
services can be internal, like an organization email system or customer-
facing, like an organization website.
Create an application service
Using the createOrUpdateService - POST REST API to create an

application service suits your organization if the ServiceNow CMDB
already contains the CIs making up the service. Typically, it is the case
when you have manually added CIs directly into the CMDB, or used the
Discovery application to discover CIs and store information about them
in the CMDB. You can also use this API to create an application service
containing CIs discovered using non-ServiceNow applications.
By default, when an application service is created, all CI connections are

of the Depends on::Used by relationship type. You can modify this default
type by changing the value of the sa.it_service.manual_ci_rel_type
property.
Before creating an application service, ensure that:
• The CMDB contains all the CIs comprising the application service.
• You have the sys_id of each CI comprised in the application service

you want to create.
• You understand the hierarchy that the CIs form.
The Mapped Application Service [cmdb_ci_service_discovered] table

contains all application services including services you create using APIs.

associated.
You can also manually create an application service using the user
interface as described in Create an application service.
Retrieve content from an application service
Use the getContent - GET REST API to retrieve a list of CIs and the
relationships between them, for an application service that was created
manually.
Additional APIs
The following JavaScript APIs are also available:
addCI(): Add a CI to a manually created an application service.
For restrictions on the CIs being added and other details about adding
CIs to an application service, see Manually add CIs to an application
service.
addManualConnection(): Add a manually created connection to an

migrateManualToApplicationService(): Convert a manual service to an

populateApplicationService(): Populate an application service with CIs

and relationships from the designated entry point.
removeCI(): Remove a manually created CI from an application

service.
removeManualConnection(): Remove a manually created connection

and the connected CI from an application service.

associated.
Components installed with application services

Several types of components are installed with activation of the
Application Service [com.snc.cmdb.it_service] plugin, including tables,
user roles, and scheduled jobs.
Roles installed
Views maps
for operational
and retrieves service
content using the
[app_service_user] getContent - GET REST None
API. The itil role that
serves as the basic
helpdesk technician
role contains the
app_service_user role.
Creates and modifies

application services,
creates service
[app_service_admin] itil
groups, views, and
edits application
service maps.

associated.
Tables installed
Table Description
BaseLines
Storing points in the time defined
as baselines for application
[sa_baselines]
services.
Business Service User preferences

User preferences associated with a
[sa_business_service_user_prefs] specific application service.
Menu Action
Data on configurable menu
options for CIs in the application
[sa_context_menu]
service map.
Hash Internal table which contains

counters and hashes on various
[sa_hash] types of updates related to
Entry Point
Maps entry points to application
[sa_m2m_service_entry_point] services.
Discovered Service Notification Internal table which contains data

on notifications between different
[sa_notification] parts of the software. Mostly used
after activating Service Mapping.
Service Group Members

Maps service groups to application
[sa_service_group_member] service members.
Business Service Group Data on users having access to

Responsibilities application service groups.

associated.
Table Description
[sa_service_group_responsibilities]
Links between history timeline

Checkpoint Attribute Description
changes and service model
internal entities (checkpoints).
[checkpoint_attribute_description]
Used in lists of history of changes in
application service maps.
Services that can be monitored

by the system, which in the base
system, includes only application
Application Service
services. If Service Mapping is
activated, there can also be
[cmdb_ci_service_auto]
records for dynamic CI groups. If
Event Management is activated,
there can be records for alert
groups.
Mapped Application Service Application service CIs. For each

application service, there is a
[cmdb_ci_service_discovered] container CI record that models
All bulk conversions of business

Bulk Convert Services
services to application services
(current and past), along with
[cmdb_convert_bulk_services]
the conversion progress which is
refreshed every 10 seconds.
Application Services Action Results

Results for the 'Application Services
[csdm_dashboard_action_report_r Missing Data' report in the
esult] Application Service Dashboard.
Application Services Types Results

Results for the 'Application Services
[csdm_dashboard_type_report_res by Type' report in the Application
ult] Service Dashboard.

associated.
Table Description
Application Services Dashboard Results for the '<Application Servers

Results | Databases | Hardware Servers>
Not in an Application Service'
[csdm_dashboard_reports_result] reports in the Application Service
Dashboard.
Contains CI classes included or

excluded from application services
during population of manual
or dynamic application services.
Service population happens when
• Manually adding CIs to an

application service
• Converting a business service to

an application service
• Creating or updating an
application service using APIs
• Manually updating an
application service with changes
Manual CI Inclusions / Exclusions from the CMDB
[svc_manual_ci_exclusions_inclusio
ns.list] In the base system, the following CI
classes are excluded:
• dscy_net_base

associated.
Table Description
CIs of any CI class that is

not configured for exclusion in
this table can be added to
This table supports the functionality

that was earlier supported using
the following deprecated
property:
sa.mapping.user.manual.citype.bl
acklist.
To access application services properties, navigate to All > Configuration

> Application Services > Properties. The role required for modifying
property values, is app_service_admin.
If Service Mapping is deployed, see Properties installed with Service

Mapping for additional application service properties.


associated.
Property Usage
• Type: string
The sys_id of the default relation
type to be added between • Default value:
source and target when adding CI 5599a965c0a8010e00da3b58b11
manually to application service 3d70e (Depends on::Used by)
sa.it_service.manual_ci_rel_type • Learn more: Manually add CIs to

Coefficient of aggregation
interval. 0 value means no
aggregation is performed on
history timeline. The purpose of this
• Type: integer
property is to decrease number
of changes in history timeline by • Default value: 1
increasing the interval allowed
between changes
sa.history.aggr_interval_coef
A list of comma delimited CI types This property is deprecated in

that are excluded when using the Tokyo.
'Convert to Application Service'
and 'Populating Application This exclusion list applies when:
Service from CIs in the CMDB'
• Manually adding CIs to an
operations. Example:
application service
cmdb_ci_service,cmdb_ci_endpoi
nt,cmdb_ci_hardware • Converting a business service to
sa.mapping.user.manual.citype.bl
acklist • Creating or updating an
application service using APIs

associated.
Property Usage
• Manually updating an
application service with changes
from the CMDB
• Type: string
• Default value: None
Sync Service Mapping operations

• Type: true|false
with Service Modeling
sa.service_modeling.use
Limit the number of nodes and

edges on application service
maps.
Enable limitation of application
service maps drawing by number • Type: true|false
of nodes and edges.
sa.map.LIMIT_MAX_GRAPH_SIZE
Setting this property to false may
reduce performance in maps of
large services.
The max number of nodes

displayed on an application
Maximal number of displayable service map. If the number of
nodes on application service map. nodes exceeds the specified
Maps with larger values will not be number, the map does not appear
displayed. and an error message appears.
sa.map.MAX_NODES_FOR_LAYOUT • Type: integer

associated.
Property Usage
Global flag to allow or disable

Enable spanning tree view for
spanning tree view for maps. true
application service maps.
(default) - allows but not forces
spanning tree view on maps.
• Type: true|false
sa.map.ALLOW_SPANNING_TREE_V • Default value: true
IEW
The max number of edges

Maximal number of displayable displayed on an application
edges on application service map service map, before applying
before spanning tree view applied. spanning tree view.
sa.map.MAX_EDGES_FOR_FULL_LA • Type: integer

YOUT
Max number of edges displayed

on an application service map. If
the number of edges exceeds the
specified number, the map does
Maximal number of displayable not appear and an error message
edges on application service map. appears.
Maps with larger values will not be
displayed. • Type: integer
sa.map.MAX_EDGES_FOR_LAYOUT • Default value: 100000
Increasing the default value may

reduce performance in maps for
large services.
Maximal degree of node on • Type: integer

application service map for large
map mode. Maps with smaller • Default value: 1000

associated.
Property Usage
degrees will be displayed in
regular mode. Maps with larger
degrees will apply more edges
reduce performance in maps for
merging for more compact view.
large services.
sa.map.LIMIT_GRAPH_DEGREE
Limit of amount of services that

displayed on Services Tree on
maps. Then this limit reached, • Type: integer
Services Tree will be blocked.
sa.service_tree.MAX_ITEMS_TO_DIS
PLAY
Maximal amount of connection

properties to be shown at once
when connection line selected
on service map. If selected line
contains more connections than • Type: integer
defined here, then properties
panel will have notification about • Default value: 50
cut-off connections.
sa.map.max_connections_in_prop
erties_panel
Enable grouping of CIs on map. • Type: true|false
sa.map.enable_auto_grouping • Default value: true
Minimal number of CIs on a map • Type: integer

to apply CI grouping. Relevant
only if CI grouping is enabled on • Default value: 10

associated.
Property Usage
the map. The following CIs are
not counted: discovered clusters,
internal CIs inside inclusion boxes,
entry points, error nodes, host CIs
or CIs that are not hosted on other
CIs.
sa.map.min_nodes_for_auto_grou
ping
The default value of disabled,

Render full labels on CIs on map. means none.
Applicable to all CI labels (CI
name, host name, cluster label, • Type: choice list
etc.) Enabling this will disable
labels truncation, and labels will • Default value: Disabled
most probably overlap with other
map elements. Not applicable to • Other possible values:
network/storage path maps.
• Exported PDF only: pdf
sncCommonMap.RENDER_FULL_LA
BELS • Map and PDF views: all
Maximal width of CI node labels

in pixels. Relevant for any kind
of labels (CI name, host name, • Type: integer
cluster label etc.) This size also
modifies horizontal space between • Default value: 95
CI elements. Applied to map
• Other possible values:
view and exported PDF view.
Not applicable to network/storage • Min value: 20
path maps.
• Max value: 1000
sncCommonMap.NODE_LABEL_WI
DTH

associated.
Property Usage
Max number of items that are

calculated in the '<Application
Servers | Databases | Hardware
Servers> Not in an Application
Service' report in the Application
Service Dashboard.
glide.cmdb.csdm.app_service.ma
x_results • Type: integer

The maximum number of CI

connections added to application
services during the following
operations: Converting manual
services created in Event
Management into application
services and updating application
services with changes from the
CMDB.
sa.service_max_ci_service_populat
ion • Type: integer
• Default value: 1,000


cause performance issues.
List of application service CI

classes. If an application service
sa.service.population.stop_expansi belongs to a CI class that extends
on_under_ci_classes one of the CI classes in the list, the
system does not insert CIs under
this application service CI during

associated.
Property Usage
Manually updating an application
service with changes from the
CMDB.
• Type: string
• Default value:

Data Certification
Data Certification manages scheduled and on-demand validations of
the configuration management database (CMDB) data.
Information is added to the CMDB by Discovery, by importing from third-

party tools, or manually. For regulatory or procedural reasons, information
in the CMDB requires checks for accuracy and certification. The person
or team responsible for certification can define what information requires
verification and a verification schedule. The schedule then generates a
checklist for verifying the data. Individuals assigned to certification tasks
answer a series of questions to verify the data.
Data certification can be performed against specific fields on specific

tables. Based on the certification schedule, certification tasks are
automatically created and assigned. For example, you can set up a
certification to validate key information fields, such as Operating System
and CPU count, on all Windows servers located in Chicago. You can then
assign the tasks to the appropriate team member automatically.
Domain separated systems can use the Data Certification application.
• Activate Data Certification
Activate the Data Certification plugin to access the application.

Activating this plugin also activates the Version Management plugin,
which manages certification filter versions.

associated.
• Certification schedules
A certification schedule defines the information that requires

certification and the frequency of execution.
• Certification tasks
A certification task represents the work of verifying the data associated

with a particular record.
• Certification elements
Each element of each record being certified is tracked in its own

certification element record.
• Certification instances
A certification instance is the collection of certification tasks for one

execution of a certification schedule.
• Certification audit instances
A certification audit instance is a collection of the certification

instances and tasks generated by a single execution of the certification
audit definition.
• Certification audit definition
A certification audit definition is a collection of certification schedules

that can be run at once.
• Data Certification Overview module
The Data Certification Overview module displays various data

certification-related reports on the Data Certification Console
homepage.
• Data Certification planning
Initial planning can make the certification process more successful.
• Data certification performance
After the certification process has been planned, certification tasks can
be performed according to defined schedules.

associated.
• Reassign a certification task
If you have the certification_admin role, you can reassign any

certification task in the Work in Progress state. Tasks in Closed
Complete, Closed Incomplete, or Cancelled state cannot be
reassigned. When a task is reassigned, the current task owner and the
new task owner are sent a message.
• Send certification task reminders
The Certification Task Escalations workflow sends automatic email

reminders.
• Mark a certification task as closed incomplete
Mark a task as closed incomplete if, for example, only some of the
elements can be certified.
• Certification tasks cancellation
Users with the certification_admin role can cancel a certification task in

the Work in Progress or Closed Incomplete state.
• Domain separation and Data Certification
Domain separation is supported in Data Certification processing.

and access data.
Activate Data Certification

Activate the Data Certification plugin to access the application.
Activating this plugin also activates the Version Management plugin,
which manages certification filter versions.
Before you begin

associated.
Procedure
1. Navigate to All > System Applications > All Available Applications >
All.
2. Find the Data Certification plugin using the filter criteria and search
bar.
You can search for the plugin by its name or ID. If you cannot find a
plugin, you might have to request it from ServiceNow personnel.
3. Select Install, and then in the Activate Plugin dialog box, select
Activate.
Note: When domain separation and delegated admin
are enabled in an instance, the administrative user must
be in the global domain. Otherwise, the following error
appears: Application installation is unavailable because another
operation is running: Plugin Activation for <plugin name>.
• Installed With Data Certification
Activating the Data Certification plugin installs the following

components.
Related tasks
Related concepts

associated.
Related reference
Installed With Data Certification

Activating the Data Certification plugin installs the following components.
Demo data is available with Data Certification. The demo data provides
information including filters, schedules, instances, and tasks.
Tables
Data Certification adds the following tables:
Table Description
Stores collections of certification

Certification Audit Definition
schedules that can be run as a
[cert_audit_definition]
single entity.
Certification Audit
Lists the certification schedules in
Definition Elements
each certification audit definition.
[m2m_cert_audit_def_cert_sched]
Stores the certification instances

Certification Audit Instance
associated with a specific audit
[cert_audit_instance]
definition.
Certification Element Stores the data elements that are

[cert_element] grouped into certification tasks.

associated.
Table Description
Stores the data that requires

Certification Filter [cert_filter] certification using a filtering
condition for the certification.
Stores a collection of certification

tasks representing a single instance
Certification Instance
of a scheduled certification.
[cert_instance]
This table extends the Audit
[cert_audit] table.
Stores certification for a specific set

of information on a specific table,
Certification Schedule
what user or group the tasks are
[cert_schedule]
assigned to, and how often this
certification is done.
Stores individual certification tasks.

Certification Task [cert_task] Certification Task extends the Task
table.
Script Includes
Data Certification adds the following script includes:
Name Description
Provides utilities that enable

CertificationAjax individual certification elements to
be certified, rejected, or reverted.
Custom code that extends the

CertificationTaskCreate standard code for certification
tasks.
Updates time and percentage

CertTaskEscalationTimerPercentag
complete information for a
e
certification.
Provides utility functions for

CertificationUtilities
certification.

associated.
Client Scripts
Data Certification adds the following client scripts:
Provides a warning if
the certifier attempts
Certification Task
Alert If Boxes Checked to leave a record
[cert_task]
without certifying the
checked elements
Updates the table

Certification Schedule name when a
Check Table Name
[cert_schedule] different filter is
selected.
UI Policies
Data Certification adds the following UI policies:
Hides the Next

Scheduled Run field
Hide next scheduled Certification Schedule
when the schedule is
run [cert_schedule]
set to run once or on
demand only.
• Hide "run" associated

fields when active is Hides the Run field
set to false Certification Schedule
when Active is set to
[cert_schedule]
False.
• Hide Run When Not
Active
Make table name Certification Schedule Makes the Table field

read only [cert_schedule] read-only.

associated.
Hides the Table field

Certification Element
Hide Table field on the certification
[cert_element]
task form.
Makes the Percent

complete field read
Make percent only when the State
complete field read is Work in Progress,
[cert_instance]
only Closed Complete,
Closed Incomplete, or
Cancelled.
Shows the Assign

To field when the
Certification Schedule assignment type is User
Show Assign to fields
[cert_schedule] and hides the Assign
To field for all other
assignment types.
Shows the Assignment

Group field when
the assignment type
Show Group field is Group and hides
[cert_schedule]
the Assignment Group
field for all other
assignment types.
Shows the User field

Show User field when the assignment
[cert_schedule]
type is User.
Shows the Assign To

Empty option when
Show Assignment Certification Schedule
the assignment type
Fields [cert_schedule]
is User Field or Group
Field.
Business Rules
Data Certification adds the following business rules:

associated.
Adjusts dates for tasks

belonging to the
Adjust dates for cert Certification Instance certification instance
tasks [cert_instance] when the dates are
changed for an active
certification.
Cancels all open

certification tasks
Cancel Instance when an active
[cert_instance]
certification is
canceled.
Sends an inserted
event when an active
certification audit
instance is created.
Certification
certification audit Sends a completed
Audit Instance
instance events event when an
[cert_audit_instance]
active certification
audit instance is
marked as complete
or incomplete.
Sends a failed event

certification element Certification Element when an element of a
events [cert_element] certification is marked
as failed.
Sends an inserted
event when an
instance of a
certification is
certification instance Certification Instance
created. Sends a
events [cert_instance]
completed event
when an instance
of a certification is
completed.

associated.
Updates the Percent

Certification Instance Certification Task complete field on the
Rollup [cert_task] certification instance
record.
Sends an inserted
event when a task
is inserted. Sends
certification task Certification Task a completed event
events [cert_task] when a task is
deactivated. Sends a
canceled event when
a task is canceled.
Updates the percent

complete of the
Certification Task Certification Element
parent task when a
Values [cert_element]
certification element is
updated.
Updates the
completion status of
the audit instance
Check Certification Certification Instance
as a whole when
Audit Progress [cert_instance]
a certification that is
part of an audit is
complete.
Cleans all related

Clean Certification Certification Instance records when a
Views [cert_instance] certification instance is
deleted.
Copies changes to the

Copy certification Certification Instance certification schedule
schedule fields [cert_instance] to the certification
instance.
Merges two tasks

Merge Certification Certification Task
together when a task
Tasks [cert_task]
is reassigned and

associated.

there is another task
for the same instance
with the new user.
Prevents the deletion

Prevent delete of Filter Certification Filter
of a filter that is used
with Schedule [cert_filter]
in a schedule.
Sends out a
notification to the
Certification Task
Reassign Notification new and previous
[cert_task]
assignees when a task
is reassigned.
Updates all necessary

Certification Task
Rollup State parent items when
[cert_task]
task state is changed.
Makes Data
Certification records
compatible with
Desired State records.
Update audit Certification Task This rule makes sure
reference [cert_task] that the Audit field
is correctly completed
when a record is
inserted using Insert
and Stay.
Makes Data
compatible with
Desired State records
for reporting purposes.
Certification Element
Update audit result This rule puts certified
[cert_element]
values in the Desired
value column when
an audit is Certified. It
also puts actual values
in the Discrepancy

associated.

value column when
an audit is Failed.
Makes Data
compatible with
Desired State records
for reporting purposes.
Update follow_on_task Certification Element
This rule makes
& audit references [cert_element]
certification tasks
compatible with
follow-on tasks and
displays all tasks,
regardless of origin.
Updates the Next

scheduled run field
Update next run time when a schedule runs
[cert_schedule]
Daily, Weekly, Monthly,
or Periodically.
Verifies that no field is

used in both Display
Certification Schedule and Certification fields
Verify Fields
[cert_schedule] when the fields of a
certification schedule
are changed.
Formatter
Data Certification adds the following formatter:
Formatter
Name Description
Enables custom user interface

formatting of elements on a
Certification Task Elements
certification task. For example,
displays the green check mark

associated.
Name Description
and red exclamation point to use
when certifying an element.
Properties
Properties
Defines which journal

field is the task activity
glide.ui.cert_task_activ System Properties field.
ity.fields [sys_properties]
Default: work_notes
User Roles
Data Certification adds the following user roles:
User Roles
Role Contains Roles Description
Can:
• Create and
configure
certifications
• Override provided
answers
certification_admin certification
• Perform certification
tasks for certification
task owners
• Send certification
task notifications to
users and owners at
any time

associated.
Role Contains Roles Description

• Cancel or delete
certifications in any
state
Can create and

certification_filter_adm
certification manage all data
in
certification filters.
Can update active

or incomplete tasks
assigned to them or
to groups of which
they are a member.
Can also update
configuration items
certification none
owned by them or
by groups of which
they are a member.
Receives email
notifications when
assigned certification
tasks.
Events
Data Certification adds the following events. The ServiceNow system uses
these events to send email notifications to task owners and managers
about changes in certification records.
Name Description
A certification audit instance has

cert_audit_instance.completed
been completed.
A certification audit instance has

cert_audit_instance.inserted
been inserted.
A certification element has failed

cert_element.failed
certification.

associated.
Name Description
A certification instance has been

cert_instance.complete
completed.
A certification instance has been

cert_instance.inserted
inserted.
A certification task has been

cert_task.cancelled
canceled.

cert_task.completed
completed.
A certification task record has

cert_task.escalate
been escalated.
A new certification task has been

cert_task.inserted
created.
A certification task notification has

cert_task.notifications
been resent to a user.
A certification task is past its

cert_task.overdue
specified completion date.

cert_task.reassign
reassigned.
A new task escalation point has

cert_task.warning
been reached.
Email Templates
Data Certification adds the following email templates:
Name Message
A certification task assigned to

you/your group as part of the data
certification.task.cancelled
certification and management
process has been canceled.

associated.
Name Message
A certification task that has been

assigned to you/your group as
certification.task.reminder.inserted part of the data certification and
management process requires
attention.

certification.task.reminder.outstan
part of the data certification and
ding
management process requires
attention.

certification.task.reminder.overdue
part of the data certification and
management process is overdue.
Certification schedules
A certification schedule defines the information that requires certification
and the frequency of execution.
At each time interval specified, or on-demand, the certification schedule

generates a set of certification tasks based on set conditions. Use the
Preview Certification Tasks related link to preview the certification tasks
generated from a certification schedule.

associated.
Certification schedule
Related tasks
Related concepts

associated.
Related reference
Certification tasks
A certification task represents the work of verifying the data associated
with a particular record.
Task owners are responsible for performing the certification tasks. Tasks
have an associated workflow that sends reminders to the task owner
and, if necessary, the manager of the owner at regular intervals.

associated.
Certification task
Note: If the message

Record cannot be certified until the instance is finish
ed creating all certification tasks and elements. Reloa
d the page to try again
appears, it signifies that:
• A large amount of data is present in the cmbd_ci and

cmdb_ci_server tables.
• Data certification task processing is not complete (Data

Certification jobs are still in process).
As directed, reload the page and wait for the processing to

complete.

associated.
Clean up invalid elements

Use the Clean up invalid elements UI action to query and delete
certification elements that reference invalid records. Each certification
task has a certification schedule, and each certification schedule has
Table and Filter fields. When you use this UI action, it performs the
following processing:
1. Collects all available records from Table field in the certification

schedule with filters that are available in certification schedule.
2. Collects all certification elements associated with the current

certification task.
3. Deletes the certification elements that are no longer available for the
data collected in the previous step.
4. After deleting invalid records, it recomputes the certification

completion percentage using the following formula:
(1 - (number of certification elements pending / total no of

certification elements associated)) * 100;)
5. If there are no certification elements with a Pending status, it marks

the associated certification task as Closed, and deactivates it.
6. If there are remaining certification elements with a Pending status, it

activates the associated certification task and changes its status to
Work in Progress.
Related tasks
Related concepts

associated.
Related reference
Certification elements
Each element of each record being certified is tracked in its own
certification element record.
Also tracked are the date and time when the element was certified,
comments, and the original and certified values of the field. You can
view elements on individual certification tasks.

associated.
Certification elements
Related tasks
Related concepts

associated.
Related reference
Certification instances
A certification instance is the collection of certification tasks for one
execution of a certification schedule.
Certification instances
Related tasks

associated.
Related concepts
Related reference
Certification audit instances

A certification audit instance is a collection of the certification instances
and tasks generated by a single execution of the certification audit
definition.
Certification audit instance

associated.
Related tasks
Related concepts
Related reference
Certification audit definition

A certification audit definition is a collection of certification schedules
that can be run at once.

associated.
Certification audit definition
Related tasks
Related concepts

associated.
Related reference
Data Certification Overview module

The Data Certification Overview module displays various data
certification-related reports on the Data Certification Console
homepage.
The Overview module is a type of homepage.
The different levels of access are:
Role Access

certification
refresh reports)

refresh reports)
certification_admin
View, customize

associated.
Role Access

refresh reports)

Data Certification Overview Module

The Overview module includes the following reports:
Data Certification Overview Module Description
report Description Table
Groups tasks by the

number of days (30,
30/60/90 Day Aging 60, 90, and 90 and Certification Task
over) since the task
was opened.
Lists all certification

Certification Instances Certification Instance
instances.
Groups tasks by
Certification Progress task owner, indicating
Certification Task
Report task progress as a
percentage.
Groups tasks by task

Certification Task
owner, indicating tasks Certification Task
Completed Report
that are complete.
Lists all task elements

that have comments
Exceptions To Date Certification Element
added and a state of
Failed or In Progress.

associated.
report Description Table
Lists the managers

that have groups with
assigned certification
tasks. The report
is a horizontal bar
Functional Roll Up Certification Task
chart, grouped by
status, with each
bar representing a
manager of an
assignment group.
Shows the managers

that have employees
with assigned
certification tasks (task
owners). The report
is a horizontal bar
Hierarchical Roll Up Certification Task
chart, grouped by
status, with each
bar representing a
manager of a task
owner (identified in
the Assigned to field).
Lists all schedules that

are scheduled to run
Upcoming Schedules Certification Schedule
within the next 30
days.
• Use the Data Certification Overview module
View the status of data certification tasks.
Related tasks

associated.
• Use the Data Certification Overview module
Related concepts
Related reference
Use the Data Certification Overview module

View the status of data certification tasks.
Before you begin
Procedure
1. Navigate to All > Data Certification > Overview.

associated.
For example, click any of the colored bars in the Functional Roll Up
bar chart and detailed information replaces the Data Certification
Console screen.
3. Update some fields directly on the overview page.
Example
For example, in the red box on the image shown, a certification schedule
is being updated in the certification instances report.
Data certification overview module
Related reference
Data Certification planning

Initial planning can make the certification process more successful.

associated.
By defining certification schedules and certification audit definitions,

users with the certification_admin role establish when certifications are
performed, who performs it, and what data must be certified.
Required Roles
Users with the certification_admin role can view filter versions. These users
can create, update, and delete filters, if they have the proper access
to necessary tables. In the base ServiceNow system, certification_admin
users have limited system rights and do not have access to all the tables
required for creating a filter. When assigning compliance resources,
make sure to grant additional roles to the certification_admin user as
needed. For example, this user requires roles that grant access to these
tables:
Planning Data Certification

Planning the data certification process requires defining:
• The certification schedule defines certification for a particular set of

information on a particular table. It also generates certification tasks to
perform that certification. One certification task is generated per task
owner and a certification instance record groups the tasks.
• The optional certification audit definition groups some certification

schedules to be performed together and generates certification audit
instances to perform them.
The following questions require answers for each certification schedule:
• What information requires certification?
• When is the due date for certification?
• Who must perform the certification?
• Create a certification filter

associated.
A filter is a subset of configuration items from any ServiceNow table that

is created with a standard condition builder.
• Define a certification schedule
A certification schedule specifies the fields to display, the fields

that require certification, certification task assignments, completion
requirements for task owners, frequency of schedule, and detailed
instructions.
• Preview a certification task
Previewing certification tasks saves any changes to the Certification

Schedule form and displays the tasks that are created when you
execute the certification schedule.
• Use a certification schedule notification
After you define a certification schedule, the system automatically

sends notifications to specific users based on the information in the
schedule.
• Define and create a certification audit
A certification audit is a collection of certification schedules that can

be run as a single entity.
• Track a certification audit instance
You can view a list of all certification audit instances at any time.
Related tasks
Related concepts

associated.
Related reference
Create a certification filter

A filter is a subset of configuration items from any ServiceNow table that is
created with a standard condition builder.
Before you begin
About this task
An example is a filter that selects all UNIX servers in the Australian data
center.
With filters, you can:
• Create multiple versions of a filter and then select the version you want
to use.
• Use one filter on multiple certification schedules.
• View the number of records that match your filter as you create the
conditions.

associated.
Note: Be sure to create certification filters before creating

certification schedules.
Procedure
1. Navigate to All > Data Certification > Certification Filters.
2. Click New.
3. Fill in the form (see table).
4. Click Submit.
This action saves the filter as version 1.
Certification filter V1
5. To create another filter version, modify the filter conditions and click
Update.
The system saves the new filter and increments the version number.
Certification filter V2

associated.
By default, the Certification Filters list shows only the current version of
each filter. To see all filter versions, click All in the breadcrumbs.
Certification Filter List
6. To make an inactive filter the current version, open the inactive filter
and click Revert.
Certification filter revert
This action creates a new, active version of the filter and makes all
previous versions inactive.
7. To delete a single filter version, open that version record and click
Delete.

associated.
8. To delete inactive versions of a filter, click Delete inactive versions

under Related Links in that filter record.
You cannot delete a filter that is used in a schedule definition. The
system displays a warning and the filter is not deleted.
Creating certification filters
Field Description
Name [Required] Filter name.
[Optional] Brief description of the

Description
filter.
[Read-only] Automatically
Number assigned filter identification
number.
Table containing the records to

be filtered. Use of the Database
Table
View [sys_db_view] table is
limited by version.
Control to make the filter

available for use from the
Active
Filter field on the Certification
Schedule form.
Current version of this filter.

Any significant changes to the
filter make the current version
inactive. The system copies the
updated filter, marks it as active,
Version and increments the version
number. The system saves all
versions of the filter and makes
them available to users. More
than one version of a filter can
be marked active.
Field, operator, and value

Filter condition
to create the condition. The
available options depend on the

associated.
Field Description
table selected. You can view the
number of records that match
the filter by clicking the refresh
icon.
Refresh Conditions
If the filter does not match any

records, the system marks the
certification instance as Closed
Complete, with the Percent
complete value set to 100%.
Related concepts
Define a certification schedule

A certification schedule specifies the fields to display, the fields
that require certification, certification task assignments, completion
requirements for task owners, frequency of schedule, and detailed
instructions.
Before you begin
About this task
Use the preview option to see what tasks are created before saving
the schedule. If the tasks are not what you want, edit the schedule
and preview the tasks again. The system creates certification tasks
automatically when it executes a schedule.
To schedule a certification:

associated.
Procedure
1. Navigate to All > Data Certification > Schedule Definitions.
2. Click New
3. Fill in the fields (see table).
4. Click Submit.
Defining A Certification Schedule
Field Description
Name A schedule name.
A certification filter for this

Filter
schedule.
[Read-only] The table holding

the records to be certified. To
Table change the table name, select
a different Filter or create a new
Filter.
The fields displayed in the

Certification Task list to provide
context. These do not require
certification themselves. For
Display fields example, although users are not
required to certify the Name field
of a record, it displays so that
users know what record they are
certifying.
The fields to certify on this

Certification fields
certification schedule.
A choice list to select how the

certification schedule assigns the
certification tasks.
Assignment type
• User Field: Select a user

associated.
Field Description
table being certified. As an
example, select the user
named in the Managed by
field to identify the user
who performs the task. This
to and Assign to empty
fields. If the reference field
on the record is empty, the
value in the Assign to empty
field is used.
• Specific User: Select a

the User field.

table being certified. As an
example, select the Support
group field to identify the
user who performs the task.
Assign to group and Assign
to empty fields. All members
of the group from the
reference field on the record
are assigned to the tasks. If
the reference field on the
record is empty, the value in
the Assign to empty field is
used.

displays the Group field.
All members of the named
tasks.

associated.
Field Description
This field appears when:
• Assignment type is Specific

User. This system assigns this
user to all certification tasks
for this schedule.
• The Assign to empty field is

set to Create Assigned Task,
User and you have selected User
Field as the assignment type.
The system assigns this user to
certification tasks containing
unassigned records.
You can only select users with

the certification role.

the group assigned to the
Assign to group certification tasks. This field
The specific group to which

certification tasks are assigned
for this schedule. This field
Group
Assignment type is Specific
Group

which user is assigned to
Assign to the certification task. This field

Assign to empty selected in Assign to or Assign

associated.
Field Description
being certified. For example, if
a task must be assigned to a
manager, but no manager is
identified, the value in this field
determines what happens. This
field appears only when the
Assignment type is User Field
or Group Field. The possible
selections are:
• Do Not Create Task: No task

is created when the Assign
to or Assign to group field is
empty.
• Create Unassigned Task:

Create a task, but do not
assign it to any user or group.
The task can be manually
assigned later.

Create a task and assign it to
the user or group specified. If
you selected an assignment
type of User Field, the User
field is available. If you
selected the Group Field
type, the Group field is
available.
The schedule automatically

creates certification tasks for all
records that do have "Assign to"
populated, regardless of which
selection you make for "Assign to
empty."
[Required] The number of days

Days to complete that task owners have to
complete the certification tasks.

associated.
Field Description
When the certification schedule
is part of a certification audit
definition, the Days to Complete
audit definition value overrides
the value set for the certification
schedule.
Check box to activate

this certification schedule,
generating certification tasks at
the scheduled date and time.
Active
Clear this check box to hide
scheduling fields on the form
(except Last run date) and not
generate certification tasks.

that generates certification
tasks:
• Daily
• Weekly
Run
• Monthly
• Periodically
• Once
• On Demand
When Run is Weekly, the day

of the week when the schedule
runs and generates certification
tasks.
Day
When Run is Monthly, the day of
the month the schedule runs and
generates certification tasks. If
the day is 29, 30 or 31, the

associated.
Field Description
certification runs on the last day
of the month for shorter months.
When Run is Periodically, the

frequency that the schedule
runs to generate certification
tasks, entered in time, days, or
Repeat Interval both. For example, set Days to
10 and Hours to 14:00:00 to
run the schedule and generate
certification tasks every 10 days
at 14:00.
When Run is Periodically or

Once, the date and time the
Starting
schedule runs and generates
When Run is Daily, Weekly,

Monthly, or Once, the time of
Time day, on a 24-hour clock, the
schedule runs and generates
[Read-only] The date and time

that the schedule ran last,
Last run date either on its regular schedule
or manually, and generated

Next scheduled run time the schedule runs and
generates certification tasks.
A description to add to the

Task Description Short Description field of the
certification task.

associated.
Field Description
An HTML field for providing

Instructions instructions to the user or group
performing the certification.
Related concepts
Preview a certification task

Previewing certification tasks saves any changes to the Certification
Schedule form and displays the tasks that are created when you execute
the certification schedule.
Before you begin
About this task
Previewing tasks is especially useful if you want to test different

combinations of options in the Assignment type, Assign to, and Assign
to empty fields.
Procedure
1. Navigate to All > Data Certification > Schedules > Schedule

Definitions.
2. Click a certification schedule Name.
3. In Related Links, click Preview Certification Tasks.

The tasks to be created appear at the top of the screen.

associated.
Certification info message
Related tasks
Related concepts
Use a certification schedule notification

After you define a certification schedule, the system automatically sends
notifications to specific users based on the information in the schedule.
Before you begin
About this task
The following notifications are sent automatically:

Certification Schedule Notifications
Notification message is
Time elapsed to end date Email template name
sent to
Task owner or
0% (when task is certification.task.remin
assignment group, if
created) der.inserted
specified
Task owner or
certification.task.remin
50% assignment group, if
der.outstanding
specified

associated.
Notification message is
Time elapsed to end date Email template name
sent to
Task owner,
assignment group,
75% if specified, and
der.outstanding
manager of the task
owner, if specified
Task owner,
assignment group,
der.outstanding
manager of the task
owner, if specified
Task owner,
assignment group,
der.overdue
manager of the task
owner, if specified
The email templates used in the notifications can be edited, for example,
to change the email message text.
Executing a Certification Schedule
Executing a certification schedule generates certification tasks based on

the schedule.
Procedure
1. Navigate to All > Data Certification > Schedules > Schedule

Definitions.
2. Click a certification schedule Name.
3. Click Execute Now.

The related lists Certification Instances and Certification Tasks display
the instances or tasks generated by the schedule. The amount of
time it takes to generate all certification tasks depends on the size of
the table selected and how many fields require certification.

associated.
Execute certification schedule
Define and create a certification audit

A certification audit is a collection of certification schedules that can be
run as a single entity.
Before you begin
About this task
Certification audits can be useful when there are multiple certification

schedules. After creating a certification audit definition, you can
generate a certification audit instance. The certification audit instance
is a collection of the certification instances and tasks generated by a
single execution of the certification audit definition.
Procedure
1. Navigate to All > Data Certification > Audits > Audit Definitions.
2. Click New.
3. Fill in the fields (see table).
4. Right-click the header bar and select Save.
5. In the Certification Schedules related list, click Edit.

associated.
6. In the Collection list on the left, select one or more schedules and
click Add.
7. Click Save.
8. In Related Links, click Create Certification Audit Instance.

The system generates an audit instance based on the certification
schedules selected. All audit instances based on this audit definition
are listed in the Certification Audit Instances related list.
Defining and Creating a Certification Audit
Field Description
Name The name of the audit definition.
The number of days that task

owners have to complete the
certification tasks created by this
Days to Complete
audit definition. Overrides the
identical field on the certification
schedule.
A short description of the

Description
intended audit.
Related concepts
Track a certification audit instance

You can view a list of all certification audit instances at any time.
Before you begin
Procedure
1. Navigate to All > Data Certification > Audits > Audit Instances.
2. View the Certification Instances related list.

associated.
The list contains each of the associated instances generated as part

of the audit.
Related concepts
Data certification performance

After the certification process has been planned, certification tasks can
be performed according to defined schedules.
Users with the certification role can perform certification tasks. The
certification tasks can be tracked as part of certification instances.
• View and resolve certification tasks
After you execute a certification schedule manually or at a scheduled

time, the ServiceNow system performs certain actions.
• Certify an element
The Certification Task form contains a list of all elements to be certified.
• Export the certification list
Users with the certification_admin role can export the certifications list
and save the list in Excel, CSV, XML, or PDF format. This list is useful when
you have a long list of certification elements or if many different users
are assigned to certify elements on a single certification schedule.
• Reset certifications
You cannot reset any element after all elements are certified.
• Track a task with a certification instance
The Certification Tasks related list on the certification instance record

provides information about associated tasks.
• Cancel a certification instance

associated.
Users with the certification_admin role can cancel a certification

instance.
• Track a certification task
Use the certification task state to track the progress of a task.
• Escalate a certification task
Users with the certification_admin role can escalate a task in the Work
in Progress state. To escalate a task, the task owner identified in the
Assigned to field on the task record must have an associated manager.
• Escalate a certification task from the certification task list
Escalate a certification task to notify the manager of the current task

owner.
Related tasks
Related concepts

associated.
Related reference
• Installed With Data Certification
View and resolve certification tasks

After you execute a certification schedule manually or at a scheduled
time, the ServiceNow system performs certain actions.
• Creates certification tasks for any records that meet the filter
requirements in the specified table, like tasks from the Configuration
Item [cmdb_ci] table.
• Assigns the new tasks to the user or group identified in one of these
certification schedule fields:
• Assign to
• User
• Assign to group
• Group
• Places the new tasks in the Work in Progress state.
• Adds the certification schedule Short description and Assigned to

values to the corresponding fields on the certification task record.
• Adds the certification schedule Days to complete and Complete by

date fields to the certification task record, based on when the task is
created.
Note: If the certification filter does not match any CIs, the system
sets the State to Closed Complete and the Percent complete to 100.

associated.
To view tasks assigned to you, navigate to Data Certification > Tasks >
My Tasks. To resolve tasks assigned to you, see Certify an element. For
more information about purpose and usage of certification tasks, see
The following information is tracked on the certification task record:
Certification task record
Field Description
An identification number for the

Number
certification task.
The user responsible for certifying

Assigned to
the data.
The group responsible for certifying

Assignment group
the data.
[Read-only] A date field

containing a deadline for the task.
Complete by This field is automatically filled in
based on the Days to Complete
field on the certification schedule.
[Read-only] The current state

of the certification task. The
State selections are: Work in Progress,
Closed Incomplete, Closed
Complete, and Cancelled.
The task progress as a percentage.

This field is read-only when a task
Percent complete
is in a Closed Incomplete, Closed
Complete, or Cancelled state.
[Read-only] The escalation level of

the task. When 0–49% of the time
to Complete By has elapsed, this
Escalation
field is set to Normal. At 50%, this
field changes to Moderate and an
email reminder is sent to the task

associated.
Field Description
owner. At 75%, this field changes
to High and an email reminder
are sent to the task owner and
the manager of the task owner.
At 95%, this field remains set to
High, but a second email reminder
is sent to the task owner and
manager.
A short description of the task.

This field is automatically filled in
Short Description with the text from the certification
schedule of the Task description
field.
Information about work performed

Work notes
on the certification.
Certify an element
The Certification Task form contains a list of all elements to be certified.
Before you begin
About this task
Note: After you certify all the elements in a task, no elements can
be reverted.
Procedure
1. Navigate to All > Data Certification > Tasks > My Tasks.
2. Open a certification task with a State of Work in Progress.

associated.
3. In the upper right corner of the list, select records that require
certification for this task or all records that are part of this certification
task.
Certification list 3
4. Select the check box beside a certification element.
5. In Optional comment for checked elements, above the list, enter

information that would be useful to others.
Certification list
6. Do:

associated.
• Click the green check mark to certify the element.
• Click the red exclamation point to fail the element.
7. To see the certified or failed element, set the view to Show All
Records.
A green check mark or red exclamation mark appears beside the

element.
8. Point to an icon to see any certification comments.
9. Ensure that all elements have the correct certification, either

accepted or rejected.
After you certify all elements, no elements can be reverted. When

all elements of a certification task are certified or rejected, the task
State changes to Closed Complete.
• View an audit result
View audit results after you certify the elements.
View audit results after you certify the elements.
Before you begin
Procedure
1. Navigate to All > Data Certification > Schedules > Audit Results.
The list of data certification audit results appears, grouped by

certification instances. Certified configuration items show the Original
value only. Failed CIs contain the Certified value and the Original
value.
2. Click the links in the list to open any of the related records.

associated.
Data cert audit results
Export the certification list

Users with the certification_admin role can export the certifications list
and save the list in Excel, CSV, XML, or PDF format. This list is useful when
you have a long list of certification elements or if many different users are
assigned to certify elements on a single certification schedule.
Before you begin
About this task
For general information and common export steps, see List export .
Procedure
1. Navigate to All > Data Certification > Tasks > All Tasks
2. Open a task.
3. Open any column context menu in the certification data list and
complete the export.

associated.
Reset certifications
You cannot reset any element after all elements are certified.
• To reset individual certifications, right-click the element in the

certification list and select Revert Certification.
• To reset the entire task to its starting point, click the Reset all
Certifications to Pending related link.
Track a task with a certification instance

The Certification Tasks related list on the certification instance record
provides information about associated tasks.
Before you begin
About this task
The State field on the certification instance record is read-only and is

based on the cumulative states of the certification tasks associated
with the instance. The Percent complete column allows users with
the certification_admin role to track task progress quickly. For more
information, see Track Certification Tasks.
To track a certification instance:
Procedure
1. Navigate to All > Data Certification > Schedules > Instances.
2. Click a certification instance Number.
3. View and edit the following fields as necessary.

associated.
Certification instance
Field Description
[Read-only] Automatically
Number generated identification number
for the instance.
The certification schedule used

Certification Schedule to create the certification
instance.
[Read-only] Current state of

the certification instance: Work
in Progress, Complete, Closed
State
Incomplete, or Cancelled. For
more information, see Track
Certification Tasks.
[Read-only] Date and time

the certification instance was
created. Date is filled in
Created
automatically when the Execute
Now button clicks the associated
[Required] Date and time when

the certification instance must
be completed. The system
updates this field when it
executes the schedule, using
the deadline specified on the
Complete by
instance. All certification tasks
associated with the certification
instance must be marked
Complete, Closed Incomplete,
or Cancelled before the
instance is complete.
Percentage of the instance

that has reached the Closed
Percent complete
Complete state. This field is
automatically filled in based

associated.
Field Description
on the Percent Complete fields
on the associated certification
tasks.
Information about the

certification instance. This field
automatically displays the text
Task Description
from the Task description field
of the associated certification
schedule.
Field for providing instructions to

the user or group performing
the certification. This field is
Instructions automatically filled in with
information from the Instructions
field on the associated
Cancel a certification instance

Users with the certification_admin role can cancel a certification
instance.
Before you begin
About this task
The instance must have a State of Work in Progress. Canceling a

certification instance:
• Changes the certification instance State to Cancelled.
• Changes all associated Work in Progress certification tasks to

Cancelled.
To cancel a certification instance:

associated.
Procedure
2. Click a certification instance Number.
3. Click Cancel.
Track a certification task

Use the certification task state to track the progress of a task.
Before you begin
About this task
The available task states are Work in Progress, Closed Complete, Closed
Incomplete, and Cancelled.
When the state of a certification task changes, the certification instance

state also changes in the following cases:
• If any certification task is in Work in Progress state, the certification

instance is placed in Work in Progress state.
• If all certification tasks are in Cancelled state, the certification instance

is placed in Cancelled state.
• If all certification tasks are in Cancelled or Closed Complete state, the

instance is placed in a Closed Complete state. For example, if three
certification tasks are Cancelled, and one task is Closed Complete, the
instance state is changed to Closed Complete.
• When one certification task is Closed Incomplete and the remainder of

the tasks are Cancelled or Closed Complete, the instance is placed in
Closed Incomplete.
To view the state of certification tasks:

associated.
Procedure
1. Navigate to All > Data Certification > Tasks and select My Tasks or All
Tasks.
2. View the State column for each task.
Escalate a certification task

Users with the certification_admin role can escalate a task in the Work
in Progress state. To escalate a task, the task owner identified in the
Assigned to field on the task record must have an associated manager.
Before you begin
About this task
Personalize the User form to see the Manager field.
Escalating a task:
• Sends an email message to the task owner and the manager of the
task owner stating that the task has been escalated.
• Sets the manager as the new task owner.
The event that triggers the escalation is named cert_task.escalate and

the email notification is named Escalation Notification. To edit the text
of the email message that is sent, edit the Escalation Notification email
notification directly.
For more information, see Email notifications.
To escalate a certification task from the Certification Task form:
Procedure
1. Navigate to All > Data Certification > Tasks > All Tasks.
2. Click a certification task Number.

associated.
3. Click Escalate. If the Escalate button is not available, the user in the
Assigned to field does not have an associated Manager.
Escalate a certification task from the certification task

list
Escalate a certification task to notify the manager of the current task
owner.
Before you begin
To escalate a task, the task owner identified in the Assigned to field on

the task record must have an associated manager.
Procedure
2. Select the check box to the left of a certification task Number.

Multiple check boxes can be selected.
3. From the Actions on Selected Rows menu below the list, select
Escalate. If the Escalate button is not available, the user in the
Assigned to field does not have an associated Manager. Select
multiple tasks from the list. The menu option shows how many tasks
are not eligible for escalation, such as Escalate (4 of 6).
Reassign a certification task

If you have the certification_admin role, you can reassign any
certification task in the Work in Progress state. Tasks in Closed Complete,
Closed Incomplete, or Cancelled state cannot be reassigned. When a
task is reassigned, the current task owner and the new task owner are
sent a message.
Before you begin
Role required: certification_admin

associated.
About this task
The event associated with the reassignment is named cert_task.reassign

and the email notification is named Certification Task Reassignment. To
edit the text of the email message that is sent, edit the Certification Task
Reassignment email notification directly.
For more information, see Email notifications.
To reassign a certification task:
Procedure
3. Enter a new name in the Assigned to field.
Related tasks
Related concepts

associated.
Related reference
Send certification task reminders

reminders.

reminders to the:
• Certification task owner.
• Assignment group, if the assignment group was specified on the

Certification Task form.
• Manager of the certification task owner, if necessary and if a manager

was specified on the User form.
The reminders are based on the Complete by field on the certification

task record. If the Complete by date is changed, the reminder schedule
automatically adjusts to reflect the new date.
Certification task reminders
Escalate field on task

Time elapsed to end date Email reminder is sent to
record reads
task owner and

50% assignment group (if Moderate
specified)
task owner,
assignment group,
75% High
and manager of the
task owner

associated.
Escalate field on task

Time elapsed to end date Email reminder is sent to
record reads
task owner,
assignment group,
95% High
and manager of the
task owner
task owner,
assignment group,
100% High
and manager of the
task owner
To set reminders for different or more intervals, edit the workflow

Certification Task Escalations. In addition to the email reminders sent
automatically, users with the certification_admin role can send email
reminders manually at any time.
• Send an email reminder from the certification task form
How to manually send email reminders from the Certification Task form.
• Send an email reminder from the certification task list
How to manually send email reminders from the Certification Task list.
Related tasks
Related concepts

associated.
Related reference
Send an email reminder from the certification task form

How to manually send email reminders from the Certification Task form.
Before you begin
Procedure
3. Right-click the header bar and select Resend email notifications.
Send an email reminder from the certification task list

How to manually send email reminders from the Certification Task list.
Before you begin
Procedure

associated.
2. Select the check box to the left of a certification task Number.

Multiple check boxes can be selected.
3. From the Actions on Selected Rows menu below the list, select
Resend email notifications. Select multiple tasks from the list. The
menu option shows how many notifications are outstanding and how
many were sent, such as Resend email notifications (15 of 18).
Mark a certification task as closed incomplete

Mark a task as closed incomplete if, for example, only some of the
elements can be certified.
Before you begin
About this task
The following users can mark a task as closed incomplete:
• Users with the certification_admin role.
• User identified in the Assigned to field on the certification task record.
To mark a task as closed incomplete:
Procedure
1. Navigate to All > Data Certification > Tasks and select All Tasks, or My
Tasks.
3. In Work Notes, enter information about why the task could not be
completed.
4. Click Close Incomplete.

If at least one task on a certification instance is marked Closed
Incomplete, the Completed date and Percent complete fields on
the certification instance record are not updated. A user with the
certification_admin role can:
• Complete the incomplete task or tasks.

associated.
• Cancel the incomplete task or tasks.

When all tasks on the certification instance are Closed Complete or
Cancelled:
• The system sets the Completed date field on the certification

instance record to the current date and time.
• The Percent complete field on the certification instance record is

set to 100 percent.
Related tasks
Related concepts
Related reference

associated.
Certification tasks cancellation

Users with the certification_admin role can cancel a certification task in
the Work in Progress or Closed Incomplete state.
When a certification task is cancelled, a notification email is sent to the

task owner or assignment group assigned to the task. The task owner or
assignment group manager is not notified.
• Cancel an individual task
Cancel a particular data certification tasks in the Work in Progress state.
• Cancel all tasks in an instance
Cancel data certification tasks in the Work in Progress state.
Related tasks
Related concepts

associated.
Related reference
Cancel an individual task

Cancel a particular data certification tasks in the Work in Progress state.
Before you begin
Procedure
2. Find a task with a State of Work in Progress.
3. Click the task Number.
4. Click Cancel.
Cancel all tasks in an instance

Cancel data certification tasks in the Work in Progress state.
Before you begin
Procedure
2. Find an instance with a State of Work in Progress.
3. Click the instance Number.
4. Click Cancel.

associated.
All tasks in the instance with a state of Work in Progress are cancelled.
The task owner or assignment group is notified.
The email template used for the notification is named

certification.task.cancelled. The email templates can be edited to
change the email message text, for example.
Domain separation and Data Certification

Domain separation is supported in Data Certification processing. Domain
data.
Support level: Basic
• Business logic: Ensure data goes into the proper domain for the
application’s service provider use cases.
• In the application, the user interface, cache keys, reporting, rollups,

aggregations, and so on, all consider domain at production run time.
• The owner of the instance needs to be able to set up the application to

function normally across multiple tenants.
Use case: When a service provider (SP) uses chat to respond to a tenant-
customer’s message, the client must be able to see my response.
How domain separation works in Data Certification
• Data Certification has only basic domain separation. As long as the

Certification Instances (CIs) or records that must be certified are
correctly domain-separated and the users who must certify the CIs or
records are in a domain that can view the data, Data Certification
works as expected.
• Recommendation: The instance owner must be responsible for

assigning Certification Tasks and Certification Instances to the correct
domain. Changing the domain for these records does not change
functionality, but limits the view of the records.

associated.
How to set up domain separation for Data Certification
After enabling the Domain Separation plugin, there are no additional

steps required to set up domain separation for Data Certification.
• instance owners determine which CIs or records that need to be

certified can be domain-separated.
• Customers can configure a domain-separated environment by

assigning tasks to a domain, but if the data is already domain-
separated, then only users with the right domain permissions can view
the data in a certification task.
How tenant domains manage their own application data
It's not necessary to set the domain on the certification tables but it can
be done if the instance owner should want that. As long as the CI’s
or records that must be certified are domain-separated, users with the
correct domain permissions can view them.
Domain-separated tables
• cert_instance – Changing the domain on this table does not change

any functionality, nor does it change the domains of the tasks created
from the table.
• cert_task – Changing the domain on this table changes the domain

viewing permissions of the task.
• cert_element – It is not recommended to change the domain on these

records. As long as the CIs or records to be certified are already
domain-separated, cert_element records will reflect that.
• cert_filter – Changing the domain on this table changes the domain

viewing and filtering of CIs or records.
Use cases
Instance owners who have multiple clients that certify the infrastructure
they own can assign domains to those CIs and the Certification Tasks to
restrict the view from one client to another.

associated.
Related tasks
Related concepts
Related reference

associated.

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Vancouver Now Platform Capabilities

PDF generated on October 25, 2023

Some examples and graphics depicted herein are provided for

PDF generated on October 25, 2023 2

Configuration Management Database (CMDB)

Video: CMDB | Overview

PDF generated on October 25, 2023 3

Managing the CMDB

Create models of your infrastructure using Configuration Management.

Common Service Data Model (CSDM)

Use application services to represent and manage operations of various

PDF generated on October 25, 2023 4

Troubleshoot and get help

• Whitepaper: CMDB Design & Configuration

• Whitepaper: CMDB Design

• Whitepaper: Improving Configuration Item Data Quality

• Whitepaper: CMDB Design Guidance

• CMDB 101 - What is a configuration management database and why

• KB0546686: CMDB Resources Page

• Search the Known Error Portal for known error articles

• Contact Customer Service and Support

Manage the CMDB

Use core features such as CMDB Health, CMDB Identification and

Note: CMDB modules, features, and wizards are not supported

Explore Set up Administer

PDF generated on October 25, 2023 5

Configuration Management and the CMDB

These logical service configurations are mapped to the physical layout

PDF generated on October 25, 2023 6

The configurations are stored in a configuration management database

• A physical entity, such as a computer or router

• A logical entity, such as an instance of a database

• Conceptual, such as a Requisition Service

It is this relationship data that makes the CMDB a powerful decision

Configuration items differ from environment to environment because

PDF generated on October 25, 2023 7

In base systems, CMDB provides core functionality for the configuration

• CMDB Mainframe (com.snc.cmdb.mainframe)

• CMDB Radio Category (com.snc.cmdb.radio.category)

• CMDB Telecom Category (com.snc.cmdb.telecom.category)

• CMDB Test Equipment (com.snc.cmdb.test.equipment)

CMDB hierarchy and CI Class Manager

PDF generated on October 25, 2023 8

Some scenarios that involve related tables, can result in orphan or

PDF generated on October 25, 2023 9

• CMDB schema model

Domain separation and Configuration Management

Support level: Standard

• Includes Basic level support.

• Business logic: The service provider (SP) creates or modifies processes

Sample use case: An admin must be able to make comments required

For more information on support levels, see Application support for

• Domain separation in CMDB Health

• Domain separation and CMDB Query Builder

• Domain separation and CMDB Identification and Reconciliation

• Domain separation and the relations formatter and the CI relationship

PDF generated on October 25, 2023 10

• CMDB APIs (CMDB SDK)

• Domain separation and Configuration Management Database (CMDB)

CMDB classifications and class dependency