Duplicate records may appear in the cmdb_sam_sw_discovery_model table due to conflicts in how primary keys are defined. The issue arises when ServiceNow's global Business Rules, Build Primary Key and Create a Software Normalization, conflict with Flexera’s unique method of constructing primary keys, which includes the Technopedia ID.
Root cause
- The global Business Rules (Build Primary Key, Create a Software Normalization) do not differentiate based on discovery sources
- Flexera constructs a compound primary key using the following format:
manufacturer.display_name.version.technopedia_guid - Without proper filtering, these global Business Rules override or conflict with the primary key generated by Flexera, resulting in duplicate records
To prevent conflicts and respect Flexera's custom logic, modify both global Business Rules by adding a filter condition.
Steps to update the Business Rules
- In the Application Navigator, search for Business Rule.
- Open the Business Rule module under System Definition.
- Search in the Name column for:
- Build Primary Key
- Create a Software Normalization
- Open each record individually.
- Add the following filter condition with an AND operation:
Discovery Source is not 'FlexeraOne' - Save the changes.
Testing the rule changes
- Test these rule changes in a lower environment first.
- Validate that FlexeraOne software installations correctly use the intended primary key logic:
manufacturer.display_name.version.technopedia_guid - Deploy to production only after successful validation.
Effects of the change
- Prevents the global Business Rules from acting on Flexera One discovery model records.
- Avoids unintentional overwriting or duplication of Flexera records.
- Ensures consistent, reliable primary key logic (including Technopedia ID) for Flexera One-linked software installations.
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Case id: 00001065
Activity: Status change: 2 hours ago