Breadcrumbs

Model Master Data Handling in ServiceNow

Connector Applicability

Applies to Source Connectors

Any source system with record types containing a model attribute/value

Applies to Destination Connectors

ServiceNow

Assumptions

These instructions assume you have already setup a source connection in CI Sync for ServiceNow.

Pre-Read

Syncfish recommend customers read the following documentation before changing the Connection Setting/s described below.

  1. Understanding the use of CI Sync Connection Settings

  2. Rule 6c – Which Model Record Master Data Table to use in ServiceNow

  3. Rule 6d – Automatic Creation of new Model Master Data Records in ServiceNow

  4. Rule 6e – Automatic Deletion of Model Master Data Records in ServiceNow

Locating and Amending the Connection Setting in the CI Sync UI

  1. Navigate to the Settings pageNavigate to the Settings page

  2. Under the Destination Connections heading (list), locate your ServiceNow connection (it will be either a Non-PROD “TEST” connection or the “PROD” connection depending on which one you need to amend).

  3. Click the Update link on the right hand side of the ServiceNow connection.

  4. Scroll down and locate the Additional Settings Heading and view the Individual Connectoin Setting related to this guide.

CleanShot 2025-07-30 at 13.30.44@2x-20250730-033050.png

The screen shot is provided only as sample to assist when reading this page. The state of your own CI Sync UI will depend on whether you are starting from the CI Sync default position or if you have already amended one/more of the settings.

  1. Tick the Override default box/boxes and then use the sliders related to the individual settings. The following table elaborates any further information about these particular settings.

Setting

Type

Additional Notes

Synchronize Model Master Data

Slider

When enabled, the models are synchronized into the ServiceNow cmdb_model or cmdb_hardware_product_model table.

Target Model Table Class

Choicelist

Defines which ServiceNow table the model data is synchronized into.

Two options are available:

  • Hardware Product Model (CI Sync will sync models into the cmdb_model table)

  • Product Model (CI Sync will sync models into the cmdb_hardware_product_model table)

Delete Model Master Data recrods

Slider

When disabled (the default position), CI Sync will not delete model records from the ServiceNow cmdb_model or cmdb_hardware_product_model table. records (i.e. not delete those records under the conditions described below).

When enabled, when a model is deleted in the source system CI Sync will attempt to delete the corresponding ServiceNow cmdb_model or cmdb_hardware_product_model record.

If enabled, the deletion conditions are as follows:

  • CI Sync will delete records previously created or referenced by CI Sync (i.e. this means CI Sync may delete records created manually or from any other source).

  • CI Sync will delete records previously created or referenced by CI Sync (i.e. this means CI Sync may delete records created manually or from any other source).

  • CI Sync only deletes the Model record when there are no remaining references from individual CI records (either main/parent CIs or child CI records) to the Model record in the relevant Model master data table.

  1. After modify the settings, scroll to the bottom of the page, tick the “I consent…” checkbox and finally click the Save connection button.

  2. You can now run a sync job and the amended settings will be applied causing the CI Sync Data Sync rules to be modified accordingly.

Importantly

Make sure you consciously override the setting against either your TEST or PROD environment (i.e. your TEST vs PROD sync jobs).

For more information on how to use TEST vs PROD Connection Settings please read Understanding the use of CI Sync Connection Settings.

Syncfish strongly recommend making changes for TEST environment/sync jobs first. Only modify PROD related settings after thoroughly validating the intended results in TEST.