Rule 6 - The use of Lansweeper Cloud “not seen” and deleted records to update ServiceNow Status Values

Rule Synopsis

These are the rule/s that determine how Lansweeper’s “Not Seen” functionality is used by CI Sync to update the four different sets of ServiceNow Status values.

Lansweeper can be configured to de-activate assets and/or delete assets that have not been seen for a configurable number of days (i.e. assets that have not been seen by a Lansweeper scan).
Lansweeper’s treatment of “not seen” assets and deleted assets is used by the CI Sync Data Sync rules to set the Status values on each CI in the ServiceNow CMDB.
Lansweeper can be configured to do either (or both) of the following for assets not seen by a Lansweeper scan for a certain number of days:
- set the asset as non-active (de-active) within the Lansweeper database, and/or
- permanently delete the asset from the Lansweeper database.

Rule Details and Defaults

By default, CI Sync updates the ServiceNow status values to Retired when Lansweeper identifies an asset as “non-active” or when Lansweeper permanently deletes the asset in the Lansweeper database.
CI Sync will therefore do the following by default based on the above Lansweeper settings (for General or Asset Radar).

Lansweeper setting	CI Sync default behaviour during sync (i.e. what value does CI Sync set against the related CI in ServiceNow)
Asset has been set to “non-active” (because it hasn’t been seen in “n” days)	Set the CI Status field [install_status] = “Retired” Set the CI Operational Status field [operational_status] = “Retired”
Asset has been permanently deleted (because it hasn’t been seen in “n” days)	The same as above.

Lansweeper setting

CI Sync default behaviour during sync
(i.e. what value does CI Sync set against the related CI in ServiceNow)

Asset has been set to “non-active”
(because it hasn’t been seen in “n” days)

Set the CI Status field [install_status] = “Retired”

Set the CI Operational Status field [operational_status] = “Retired”

Asset has been permanently deleted
(because it hasn’t been seen in “n” days)

The same as above.

Override Options

Context

Customers may consider changing the specific Status value used in the above situations to meet the requirements of a customer specific instance of ServiceNow (i.e. to ensure the Status values operate correctly for your business processes/workflows).

Note: Customers should read the details of Rule 5 - Mapping of Lansweeper Cloud Status Values to ServiceNow Status Values as the mapping table used in Rule 5 provides the override for “not seen” and deleted assets.

Options

Non-active assets can be set with a different Status value.
Deleted assets can be set with a different Status value.

Note: In each of the above cases, the change is implemented via the mapping table described in Rule 5 - Mapping of Lansweeper Cloud Status Values to ServiceNow Status Values.

Overriding via Connection Settings

N/A

Additional Information

CI Sync does NOT delete CI records in your CMDB.
Deleting CIs would break their link to historical incident, change, problem (and other) records within ServiceNow.
CI Sync only ever updates the status of CIs rather than deleting them.

N/A

Support Model for Rule Overrides

Question: Can overrides be performed by customers without a Syncfish Extended Implementation and Support Plan?

Answer: No (a plan is needed - see below)

Question: Which Syncfish Extended Implementation and Support Plan is required to obtain overrides of this rule

Answer: Either a Bronze Plan, Silver Plan or Gold Plan