What can lead to duplicated Configuration Items (CIs) in ServiceNow Discovery?

When considering the issue of duplicated Configuration Items (CIs) in ServiceNow Discovery, the scenario involving discovery running alongside an import and reconciliation with incorrect required fields is particularly significant.

In this context, the Discovery process deals with various elements that may capture or create CIs within the ServiceNow platform. If an import is occurring at the same time as Discovery, especially if the required fields for identifying and reconciling those CIs are incorrect or incomplete, it can lead to inconsistencies in how CIs are identified. This inconsistency can cause the same device or system to be registered multiple times, leading to duplication.

For instance, if the import process doesn’t align with the existing identification rules or if there are missing fields that are crucial for distinguishing between different CIs, the system may not be able to reconcile the information correctly. As a result, what should have been recognized as a single CI could be logged multiple times, each time representing potentially the same item but differing due to the incorrect data provided during the import process.

Understanding the way that Discovery and data imports interact is crucial for managing CIs effectively and preventing duplication often after careful checks on the required fields are necessary before executing these processes simultaneously.