Migration Instructions: Flexera Integration App to Flexera One App

[#1]

This article describes how ServiceNow users can migrate from the Flexera Integration App to the newer Flexera One App.

• Introduction
• Prerequisites
• Migration Steps: Install the Flexera One App
• Migration Steps: Setup a Connection to Flexera One
• Migration Steps: Execute the Migration Script
• Migration Steps: Uninstall the Flexera Integration App (Optional)
• Data Migration Notes for Native Tables
• Company (core_company)
• Hardware Model (cmdb_hardware_product_model)
• Hardware Model Lifecycle (cmdb_hardware_model_lifecycle)
• Software Publisher (samp_sw_publisher)
• Software Product Model (cmdb_software_product_model)
• Software Product Lifecycle (sam_sw_product_lifecycle)
• Software Product (samp_sw_product)
• Computer (cmdb_ci_computer)
• Software Installation (cmdb_sam_sw_install)
• Known Issues
• Computer
• Software Installation

Introduction

For users of Flexera One's IT Visibility capabilities who are also ServiceNow customers and have previously installed the Flexera Integration ServiceNow app, this article explains how to install the newer Flexera One ServiceNow app and migrate your existing data. Prerequisites, migration steps, details about the data migration for native tables, and known issues are presented in the sections below:

• Prerequisites
• Migration Steps: Install the Flexera One App
• Migration Steps: Setup a Connection to Flexera One
• Migration Steps: Execute the Migration Script
• Migration Steps: Uninstall the Flexera Integration App (Optional)
• Data Migration Notes for Native Tables
• Known Issues

NOTE: Reach out to your Flexera representative or to Flexera technical support if you require assistance with the prerequisites or the migration process.

Prerequisites

Before beginning the migration process, review the following prerequisites:

• Requires ServiceNow instance with administrator rights.
• Requires Flexera Integration App 5.1.2 or later running in the ServiceNow instance. 
• Requires Flexera One subscription with the IT Visibility capability
• Some steps require that you know your Organization ID on the Flexera One platform.
• Requires URL to generate an access token for IT Visibility on Flexera One. Example: https://login.flexera.com/oidc/token.
• Requires a refresh token for IT Visibility on Flexera One. The refresh token is a required parameter when you generate the required access token. You can generate a refresh token for your IT Visibility org in Flexera One at https://app.flexera.com/settings/api-credentials.
• Requires migration update set (migration XML) from Flexera. This file is included in a ZIP archive and linked to this knowledge base article as Flexera One Migration (from 5.1.2 to 1.1).zip.

Migration Steps: Install the Flexera One App

Follow the steps below to install the Flexera One App in your ServiceNow instance.

1. Log in to the instance on which you want to install the Flexera One app.
2. Navigate to System Applications > All Available Applications > All.
3. Search for Flexera One.
4. Click on Install.

Once the Flexera One App is completely installed, follow the instructions in the next section to setup the connection to Flexera One API endpoints. Then proceed to execute the migration script.

Migration Steps: Setup a Connection to Flexera One

Once the Flexera One App is installed in your ServiceNow instance, you must setup the connection to Flexera One servers.

NOTE: Only one active connection is permitted at a time. You cannot create multiple active connections.

1. Go to Filter navigator and search for Flexera One.
2. Navigate to Flexera One > Connection Setup.
3. Click Connection Setup, and then click New to create a new connection.
4. Specify your connection settings according to the instructions in the table below.
5. Click Submit.

Setting	Description
Name	Name of the connection.
Endpoint	Connection endpoint for Flexera One APIs. This value is auto-populated by the system; however, the correct endpoint is different for different regions. Use the endpoint value that matches your organization’s region: North America—https://api.flexera.com Europe, Middle East, and Africa—https://api.flexera.eu Asia Pacific—https://api.flexera.au
OAuth Token URL	URL required to fetch the Access Token. This value is auto-populated by the system; however, the correct URL depends on your organization’s region. Use the URL that matches your organization’s region: North America—https://login.flexera.com/oidc/token Europe, Middle East, and Africa—https://login.flexera.eu/oidc/token Asia Pacific—https://login.flexera.au/oidc/token
Refresh Token	Refresh token value generated by Flexera.
Resource Path	API path to establish the connection. This value is auto-populated by the system. Replace <org_id> with the Org_ID Flexera assigned to your organization.
Organization ID	Your organization's Org_ID assigned by Flexera.

When you complete the Connection Setup settings, continue with the steps for executing the migration script.

Migration Steps: Execute the Migration Script

The migration script you execute in the steps below is included in the ZIP archive linked to this KB article: Flexera One Migration (from 5.1.2 to 1.1).zip.

1. Go to the Filter navigator and search for System Definitions > Scheduled Jobs.
2. In the Name column, search for Flexera One Migration (from 5.1.2 to 1.1).
   
3. Open the record and click Execute Now.
   
4. Once the migration is started, you can validate that the process is running by checking its progress in the Job Tracker or scanning the System Log.

• Navigating to the Job Tracker and can verify a job process with type Migration has been started.
• Check logs for information of Migration process by going to the Filter navigator and searching for System Definitions > System Log > All.
• Note: The Job Entry for the Migration process will be dropped from Job Tracker table on completion of Migration Process.

5. When migration process completes, verify the process completion by visiting the Logs table and, In the Message column, check for Migration process completed.

If the migration script executes successfully, and you have verified the results, it is safe to uninstall the Flexera Integration App.

Migration Steps: Uninstall the Flexera Integration App (Optional)

When the Flexera One App has been installed and the migration script successfully run, you can safely uninstall the Flexera Integration App from your ServiceNow instance.

NOTE: This step is not required to complete the migration process; however, the removal of the Flexera Integration App will help keep the ServiceNow instance uncluttered. 

1. Log in to the instance on which you want to uninstall the Flexera Integration App.
2. Navigate to System Applications > All Available Applications > All.
3. Search for Flexera Integration.
4. In the custom application record, click the Uninstall related link.
   
   The following information is displayed in the pop-up window:
   * List of dependent applications
   * List of in-development applications
   * Tables and records in the required application
   * Option to retain the application tables and data
5. In the Uninstall confirmation dialog box, review the tables and records associated with the Flexera Integration App before you uninstall it.
   Important! For the migration procedure, ensure that the Retain tables and data check box is checked. Otherwise, you will lose the data that has been migrated.
   
6. Click OK.
7. In the confirmation dialog box, enter uninstall and click OK.
8. Click Done.

With the uninstall of Flexera Integration, the migration process is complete. Additional details about the data migration for native tables and known issues are captured at the end of this article.

Data Migration Notes for Native Tables

The following data migration notes provide additional information on how data migration is done for native tables.

• Company (core_company)
• Hardware Model (cmdb_hardware_product_model)
• Hardware Model Lifecycle (cmdb_hardware_model_lifecycle)
• Software Publisher (samp_sw_publisher)
• Software Product Model (cmdb_software_product_model)
• Software Product Lifecycle (sam_sw_product_lifecycle)
• Software Product (samp_sw_product)
• Computer (cmdb_ci_computer)
• Software Installation (cmdb_sam_sw_install)

Company (core_company)

When end user selects Retain tables and data while uninstalling the Flexera Integration application, all the data related to Flexera Integration would reside in the instance and below are the fields details:

Column Label	Column Name
Country	country
Company ID	x_fls_flexera_fnms_company_id
Symbol	x_fls_flexera_fnms_symbol
Data token	x_fls_flexera_fnms_data_token
Website	website
Is deleted	x_fls_flexera_fnms_is_deleted
Normalized phone number	x_fls_flexera_fnms_normalized_phone_number
Normalized country	x_fls_flexera_fnms_normalized_country
Is Software	x_fls_flexera_fnms_is_software
Tier	x_fls_flexera_fnms_tier
Name	name
Normalized city	x_fls_flexera_fnms_normalized_city
City	city
Normalized website	x_fls_flexera_fnms_normalized_website
Data source	x_fls_flexera_fnms_data_source
Phone	phone

When the Migration script scheduled job runs, it copies the Technopedia ID value from the Flexera Integration App to the Technopedia ID value in the Flexera One App.

Once the migration process is completed the Company table, if you run the snapshot job process, and it pulls records from Flexera IT Visibility while inserting/updating records in the core_company table, ServiceNow Robust transform uses Technopedia ID as a coalesce. Hence we already populated Technopedia ID using the migration script. So when the robust transform searches for an existing Technopedia ID, it will update the record if transform process found the record in core_company or else insert the new record if no record exist.

Hardware Model (cmdb_hardware_product_model)

When end user selects Retain tables and data while uninstalling the Flexera Integration application, all the data related to Flexera Integration would reside in the instance and below are the fields details:

Column Label	Column Name
Technopedia ID	x_fls_flexera_fnms_flexera_id
Model number	model_number
Full name	full_name
Data token	x_fls_flexera_fnms_data_token
Data source	x_fls_flexera_fnms_data_source
Model categories	cmdb_model_category
Short description	short_description
Name	name
Manufacturer	manufacturer

When the Migration script scheduled job runs, it copies the Technopedia ID value from the Flexera Integration App to the Technopedia ID value in the Flexera One App.

Once the migration process is completed the Hardware Model table, if you run the snapshot job process, and it pulls records from Flexera IT Visibility while inserting/updating records in the cmdb_hardware_product_model table, ServiceNow Robust transform uses Technopedia ID as a coalesce. Hence we already populated Technopedia ID using the migration script. So when the robust transform searches for an existing Technopedia ID, it will update the record if transform process found the record in cmdb_hardware_product_model or else insert the new record if no record exist.

Hardware Model Lifecycle (cmdb_hardware_model_lifecycle)

When end user selects Retain tables and data while uninstalling the Flexera Integration application, all the data related to Flexera Integration would reside in the instance and below are the fields details:

Column Label	Column Name
Lifecycle Type	lifecycle_type
Source	source
Lifecycle Phase	lifecycle_phase
Technopedia ID	x_fls_flexera_fnms_technopedia_id
Model	model
Data Token	x_fls_flexera_fnms_data_token

When the Migration script scheduled job runs, it copies the Technopedia ID value from the Flexera Integration App to the Technopedia ID value in the Flexera One App.

Once the migration process is completed the Hardware Model Lifecycle table, if you run the snapshot job process, and it pulls records from Flexera IT Visibility while inserting/updating records in the cmdb_hardware_model_lifecycle table, ServiceNow Robust transform uses Technopedia ID as a coalesce. Hence we already populated Technopedia ID using the migration script. So when the robust transform searches for an existing Technopedia ID, it will update the record if transform process found the record in cmdb_hardware_model_lifecycle or else insert the new record if no record exist.

Software Publisher (samp_sw_publisher)

When end user selects Retain tables and data while uninstalling the Flexera Integration application, all the data related to Flexera Integration would reside in the instance and below are the fields details:

Column Label	Column Name
Technopedia ID	x_fls_flexera_fnms_technopedia_id
Data Source	x_fls_flexera_fnms_data_source
Webpage	webpage
Manufacturer	manufacturer
Name	name
Data Token	x_fls_flexera_fnms_data_token

When the Migration script scheduled job runs, it copies the Technopedia ID value from the Flexera Integration App to the Technopedia ID value in the Flexera One App.

Once the migration process is completed the Software Publisher table, if you run the snapshot job process, and it pulls records from Flexera IT Visibility while inserting/updating records in the samp_sw_publisher table, ServiceNow Robust transform uses Technopedia ID as a coalesce. Hence we already populated Technopedia ID using the migration script. So when the robust transform searches for an existing Technopedia ID, it will update the record if transform process found the record in samp_sw_publisher or else insert the new record if no record exist.

Software Product Model (cmdb_software_product_model)

When end user selects Retain tables and data while uninstalling the Flexera Integration application, all the data related to Flexera Integration would reside in the instance and below are the fields details:

Column Label	Column Name
Software category	software_category
Edition	edition
Name	name
Version condition	version_operator
Technopedia ID	x_fls_flexera_fnms_flexera_id
Full name	full_name
End of life date	end_of_life_date
Publisher	manufacturer
Data source	x_fls_flexera_fnms_data_source
Product	product
Data token	x_fls_flexera_fnms_data_token
Version	version
Major	major_version
GA release date	ga_release_date
Edition condition	edition_operator
Display name	display_name

When the Migration script scheduled job runs, it copies the Technopedia ID value from the Flexera Integration App to the Technopedia ID value in the Flexera One App.

Once the migration process is completed the Product Model table, if you run the snapshot job process, and it pulls records from Flexera IT Visibility while inserting/updating records in the cmdb_software_product_model table, ServiceNow Robust transform uses Technopedia ID as a coalesce. Hence we already populated Technopedia ID using the migration script. So when the robust transform searches for an existing Technopedia ID, it will update the record if transform process found the record in cmdb_software_product_model or else insert the new record if no record exist.

Software Product Lifecycle (sam_sw_product_lifecycle)

When end user selects Retain tables and data while uninstalling the Flexera Integration application, all the data related to Flexera Integration would reside in the instance and below are the fields details:

Column Label	Column Name
Phase Start Date	start_date
Lifecycle Type	lifecycle_type
Source	source
Lifecycle Phase	lifecycle_phase
Product	norm_product
Version	norm_version
Edition	norm_edition
Description	description

In case of Software Product Lifecycle, Migration script uses Description field from Flexera Integration and splits Technopedia ID from that field, after split and grab the Technopedia ID and then copy it in Technopedia ID field of Flexera One Integration. Hence, our Migration script copied the Technopedia ID, the next step is to execute Snapshot job process of Software Technopedia Lifecycle Dataset.

Highlighted in yellow is the Technopedia ID that script extracts from description field of Flexera Integration and copied it in Technopedia ID field of Flexera One Integration and the record will look like:

Once the migration process is completed for Software Product Lifecycle table, if you run the snapshot job process, and it pulls records from Flexera IT Visibility while inserting/updating records in sam_sw_product_lifecycle table, ServiceNow Robust transform uses Technopedia ID as a coalesce. Hence we already populated Technopedia ID using the migration script. So when the robust transform searches for an existing Technopedia ID, it will update the record if transform process found the record in sam_sw_product_lifecycle or else insert the new record if no record exist.

Software Product (samp_sw_product)

When end user selects Retain tables and data while uninstalling the Flexera Integration application, all the data related to Flexera Integration would reside in the instance and below are the fields details:

Column Label	Column Name
Product classification	function_type
Product	prod_name
Flexera Product Revision	x_fls_flexera_fnms_flexera_product_revision
Data Source	x_fls_flexera_fnms_data_source
Product Component	x_fls_flexera_fnms_product_component
Data Token	x_fls_flexera_fnms_data_token
Product type	product_type
Publisher	publisher

Software Product data in the Flexera Integration App has no Technopedia ID. To successfully run the Migration Script, the system needs Technopedia ID as a coalesce or else duplicate records may be generated in Target tables.

Retrieve Technopedia ID:

Once you start execution of the scheduled job, “Flexera One Migration 1.1”, the migration script executes the Software Technopedia job to bring in Software Product Technopedia ID data. 

Once the migration process is completed for Software Product table, if you run the snapshot job process, and it pulls records from Flexera IT Visibility while inserting/updating records in samp_sw_product table, ServiceNow Robust transform uses Technopedia ID as a coalesce. Hence we already populated Technopedia ID using the migration script. So when the robust transform searches for an existing Technopedia ID, it will update the record if transform process found the record in samp_sw_product or else insert the new record if no record exist.

Computer (cmdb_ci_computer)

When end user selects Retain tables and data while uninstalling the Flexera Integration application, all the data related to Flexera Integration would reside in the instance and below are the fields details:

Column Label	Column Name
Manufacturer	manufacturer
OS Service Pack	os_service_pack
Serial number	serial_number
Operating System	os
CPU count	cpu_count
Normalized Model Number	x_fls_flexera_fnms_normalized_model_number
RAM (MB)	ram
OS Version	os_version
Disk Space	disk_space
Normalized CPU Speed	x_fls_flexera_fnms_normalized_cpu_speed
Normalized OS Version	x_fls_flexera_fnms_normalized_os_version
Flexera fnms flexera unique ID	x_fls_flexera_fnms_flexera_unique_id
Data token	x_fls_flexera_fnms_data_token
Is deleted	x_fls_flexera_fnms_is_deleted
Most recent discovery	last_discovered
CPU core count	cpu_core_count
Normalized CPU Manufacturer	x_fls_flexera_fnms_normalized_cpu_manufacturer
Flexera ID	x_fls_flexera_fnms_flexera_id
CPU manufacturer	cpu_manufacturer
Data source	x_fls_flexera_fnms_data_source
Normalized CPU Name	x_fls_flexera_fnms_normalized_cpu_name
Name	name
OS Domain	os_domain
Model ID	model_id
Normalized Operating System	x_fls_flexera_fnms_normalized_operating_system
CPU name	cpu_name
Normalized OS Service Pack	x_fls_flexera_fnms_normalized_os_service_pack
Normalized Manufacturer	x_fls_flexera_fnms_normalized_manufacturer
Last logged in user	x_fls_flexera_fnms_last_logged_in_user
Normalized Hardware Model	x_fls_flexera_fnms_normalized_flexera_hardware_model
CPU speed (MHz)	cpu_speed

To map data into the Flexera One Computer table, the IRE process is used while transforming data into the target table. For example, the process uses the Identification rule on Hardware table to decide which data needs to be inserted/updated into native tables according to the conditions below:

• Flexera IT Visibility record must have Serial Number, Machine Name, and Model ID.
• IRE uses the Source table to insert/update data into the target table based on ID and Source Name in the Source table. The ID field stores the Hardware ID coming from the API. If ServiceNow finds the Hardware ID in Source table, then the record will be treated as an update. Otherwise, if no Hardware ID exists in the Source table, it will be treated as an insert (new record).
• On the first run, there will be no entries in the Source table ID field in ServiceNow and, as a result, all the records coming from API are treated as new records.
• The IRE process first attempts to match to existing records based on Hardware ID, then Serial Number, then Machine Name (Name field in Computer table). If it finds a match, it performs an update. If it finds no matches, it performs an insert.

For example, if customer runs the initial load of Snapshot Job and Hardware Inventory dataset starts processing but there is no record present in Source table, then Hardware ID cannot be not used to identify the existence of records in Computer table. So, IRE uses Serial Number to identify the record and, if record is present with Serial Number, performs an update operation. If no record found with Serial Number, IRE returns NO MATCH and does a look up with the Name field.

Flexera One Job process does not allow insertion of records with same Serial Number. If you check the computer table after running the Job, there is no entry with multiple Serial Number and Name. So, if Flexera Integration contains multiple entries with same Serial Number, then Flexera One updates only one entry. The rest become Stale after some time.

Below are IRE Input and IRE Output payload processing samples:

//IRE Input Payload
{
  "items": [
    {
      "className": "cmdb_ci_computer",
      "values": {
        "virtual": "false",
        "fqdn": "computer-266677.enterprise",
        "name": "computer-266677",
        "os_domain": "enterprise",
        "serial_number": "6NK1311LXM",
        "company": "934b1c8787c2e91011a0b259dabb35c0",
        "model_number": "8000 SFF",
        "model_id": "f15bd0c787c2e91011a0b259dabb35e6",
        "cpu_count": "1",
        "ram": "3715.239936",
        "manufacturer": "934b1c8787c2e91011a0b259dabb35c0"
      },
      "sys_object_source_info": {
        "source_feed": "Hardware Inventory",
        "source_name": "FlexeraOne",
        "source_native_key": "2147c365-c215-489a-b558-703b89af2f25"
      },
      "internal_id": "2147c365-c215-489a-b558-703b89af2f25",
      "settings": {
        "updateWithoutSwitch": "false",
        "updateWithoutUpgrade": "false",
        "updateWithoutDowngrade": "false"
      },
      "sys_ire_info": {}
    },
    {
      "className": "cmdb_ci_computer",
      "values": {
        "fqdn": "computer-18575.enterprise",
        "name": "computer-18575",
        "os_domain": "enterprise",
        "serial_number": "VMware-42 ee bc ea fb 8e 58 52-ce 61 e7 b0 28 e7 93 24",
        "company": "",
        "model_number": "",
        "model_id": "",
        "cpu_count": "2",
        "ram": "3220.6766079999998",
        "manufacturer": ""
      },
      "sys_object_source_info": {
        "source_feed": "Hardware Inventory",
        "source_name": "FlexeraOne",
        "source_native_key": "f97bce57-25f9-45f4-8c3b-d04e3e0dceda"
      },
      "internal_id": "f97bce57-25f9-45f4-8c3b-d04e3e0dceda",
      "settings": {
        "updateWithoutSwitch": "false",
        "updateWithoutUpgrade": "false",
        "updateWithoutDowngrade": "false"
      },
      "sys_ire_info": {}
    },

//IRE Output Payload
    {
      "className": "cmdb_ci_computer",
      "operation": "INSERT",
      "sysId": "3a9d1c8f87c2e91011a0b259dabb3531",
      "identifierEntrySysId": "Unknown",
      "identificationAttempts": [
        {
          "info": "sys_object_source NO_MATCH",
          "attemptResult": "NO_MATCH",
          "identifierName": "",
          "attributes": [
            "source_name",
            "source_native_key"
          ],
          "searchOnTable": "sys_object_source",
          "hybridEntryCiAttributes": []
        },
        {
          "attemptResult": "SKIPPED",
          "identifierName": "Hardware Rule",
          "attributes": [
            "serial_number",
            "serial_number_type"
          ],
          "searchOnTable": "cmdb_serial_number",
          "hybridEntryCiAttributes": []
        },
        {
          "attemptResult": "NO_MATCH",
          "identifierName": "Hardware Rule",
          "attributes": [
            "serial_number"
          ],
          "searchOnTable": "cmdb_ci_hardware",
          "hybridEntryCiAttributes": []
        },
        {
          "attemptResult": "NO_MATCH",
          "identifierName": "Hardware Rule",
          "attributes": [
            "name"
          ],
          "searchOnTable": "cmdb_ci_hardware",
          "hybridEntryCiAttributes": []
        },
        {
          "attemptResult": "SKIPPED",
          "identifierName": "Hardware Rule",
          "attributes": [
            "mac_address",
            "name"
          ],
          "searchOnTable": "cmdb_ci_network_adapter",
          "hybridEntryCiAttributes": []
        }
      ],
      "info": [],
      "errorCount": 0,
      "inputIndices": [
        0
      ],
      "mergedPayloadIds": [],
      "warningCount": 0,
      "markers": [
        "be9d1c8ffac2e910a688fce8722c8625"
      ]
    },

Software Installation (cmdb_sam_sw_install)

For Software Installation, the IRE process determines whether to insert or update data based on the following checks:

• IRE looks in the Software Installation table to see if the Flexera Unique ID value already exists. If so, an update operation is performed. If no record is found with a matching Flexera Unique ID value, IRE uses a combination of Display Name and Version to insert/update.
• For the first snapshot run, IRE does a lookup in Software Installation. Flexera Integration data is already available in the Target table. So it checks for records based on IRE rules and updates if there is any change from the incoming record.

Below are the IRE Input Payload and IRE Output Payload.

//IRE Input Payload
{
      "className": "cmdb_ci_computer",
      "values": {},
      "related": [
        {
          "className": "cmdb_sam_sw_install",
          "values": {
            "normalized_publisher": "Microsoft",
            "discovery_source": "FlexeraOne",
            "x_fls_flexeraone_flexera_unique_id": "0d765f3c-6e85-6518-0d60-2f5ea41e7db6",
            "is_normalized": "true",
            "x_fls_flexeraone_is_deleted": "FALSE",
            "publisher": "Microsoft",
            "normalized_version": "8.0",
            "display_name": "Microsoft Live Meeting 8.0",
            "version": "8.0"
          },
          "internal_id": "0d765f3c-6e85-6518-0d60-2f5ea41e7db6",
          "sys_object_source_info": {
            "source_feed": "Software Inventory",
            "source_name": "FlexeraOne",
            "source_native_key": "0d765f3c-6e85-6518-0d60-2f5ea41e7db6"
          },
          "settings": {
            "updateWithoutDowngrade": "true"
          },
          "sys_ire_info": {},
          "display_values": {},
          "marker": "6fbf18077b06e9105524e247af98b5d8"
        }
      ],
      "sys_object_source_info": {
        "source_feed": "Software Inventory",
        "source_name": "FlexeraOne",
        "source_native_key": "f97bce57-25f9-45f4-8c3b-d04e3e0dceda"
      },
      "internal_id": "f97bce57-25f9-45f4-8c3b-d04e3e0dceda",
      "settings": {
        "updateWithoutDowngrade": "true"
      },
      "sys_ire_info": {}
    },

//IRE Output Payload
{
      "className": "cmdb_ci_computer",
      "operation": "NO_CHANGE",
      "sysId": "3eafd4078706e91011a0b259dabb358b",
      "relatedSysIds": [
        "6fbf18078706e91011a0b259dabb35ea",
        "2bbf18078706e91011a0b259dabb35eb"
      ],
      "relatedItems": [
        {
          "errors": [],
          "operation": "INSERT",
          "info": [],
          "errorCount": 0,
          "sysId": "6fbf18078706e91011a0b259dabb35ea",
          "inputIndices": [
            {
              "mainIndex": 0,
              "subIndex": 0
            }
          ],
          "mergedPayloadIds": [],
          "warningCount": 0,
          "markers": [
            "6fbf18077b06e9105524e247af98b5d8"
          ],
          "className": "cmdb_sam_sw_install"
        },
        {
          "errors": [],
          "operation": "INSERT",
          "info": [],
          "errorCount": 0,
          "sysId": "2bbf18078706e91011a0b259dabb35eb",
          "inputIndices": [
            {
              "mainIndex": 1,
              "subIndex": 0
            }
          ],
          "mergedPayloadIds": [],
          "warningCount": 0,
          "markers": [
            "efbf1807ef06e9101c19d68e11dbb6d8"
          ],
          "className": "cmdb_sam_sw_install"
        }
      ],
      "identifierEntrySysId": "Unknown",
      "identificationAttempts": [
        {
          "info": "sys_object_source MATCHED",
          "attemptResult": "MATCHED",
          "sysObjectSourceEntrySysId": "7eafd4078706e91011a0b259dabb3592",
          "identifierName": "",
          "attributes": [
            "source_name",
            "source_native_key"
          ],
          "searchOnTable": "sys_object_source",
          "hybridEntryCiAttributes": []
        }
      ],
      "info": [],
      "errorCount": 0,
      "inputIndices": [
        0,
        1
      ],
      "mergedPayloadIds": [],
      "warningCount": 0,
      "markers": [
        "2fbf1807e906e910652048632c247bd8",
        "afbf18071e06e9106ac516058955d3d8"
      ]
    },

Known Issues

The following items are known issues related to the migration process:

• Computer
• Software Installation

Computer

The following known issues exist with inserting and updating data in the Computer table.

Insertion of New Records

While inserting a record in Computer table if one or both of the following conditions is true

• Multiple records present with same Serial Number
• Multiple records present with same Name.

IRE only process picks only one record and update the record as per the attribute’s information. So, if end user inventory contains the computer records that meets above criteria, there is a chance of getting multiple records in ServiceNow Computer table.

According to ServiceNow IRE, end user Computer table should only have one record with unique name and Serial Number. The purpose of IRE is to refine the CMDB by passing it to through some Identification and Reconciliation rule.

Assume we have the following computers to be inserted into target table:

Name	Serial Number	Hardware ID
Computer A	comp123	1234@
Computer B	comp123	5674#
Computer C	comp123	8767$

While transforming above data into computer target table, ServiceNow picks Computer A record and passes it through IRE Rules and checks the record in Source (sys_object_source) table using Hardware ID and, since it is the insertion operation, so no record found in Source (sys_object_source) table, then it inserts the Computer A record into Target table as well as creates an entity in Source (sys_object_source) table.

After processing Computer A, ServiceNow picks Computer B record and passes it through IRE rules and also checks the record in Source (sys_object_source) table using Hardware ID, since no record is found in Source (sys_object_source) table so ServiceNow generates an entity in Source (sys_object_source) table but IRE rules identifies record based on Serial Number so IRE updates the Computer A record with Computer B record. Similarly, same process repeats when Computer C inserts into target table, an entity is created in Source (sys_object_source) table but IRE identifies the record based on Serial Number and updates Computer B record with Computer C record.

At last, there would be three entities created in Source table for all the computers record and, in the Target SysID, referenced to Computer C record for all the above sample Computers.

Updating of Records

Assume we have the following computers to be updated into target table:

Name	Serial Number	Hardware ID
Computer A	comp123	1234@
Computer B	comp123	5674#
Computer C	comp123	8767$

While transforming above data into computer target table, IRE will check the record in Source (sys_object_source) table using Hardware ID and, since it is the updating operation, might there be no record found in Source (sys_object_source) table, IRE will be fallback to Serial Number.

Now, there be multiple records in target table with same Serial Number so IRE will throw error for multiple serial number found and ignore the update.

Software Installation

In case of Software Installation records associated with Computer A, Computer B, Computer C:

With the help of IRE rules and Source (sys_object_source) table, only Computer C is present into the Target table as IRE Rules update the records based on Serial Number. So, the software records associated with Computer A, Computer B, Computer C would map to Computer C record, as while making relationships software record with respective computer, ServiceNow first checks the record in Source (sys_object_source) table and successfully found Computer A, Computer B, Computer C record using Hardware ID.

ServiceNow checks the Target SysID field which already referenced to Computer C record for all the Computer (A, B, C) so it creates a relationship with Computer C for all the software records.