Rule 3 – ServiceNow Status Value Update Suppression

Rule Synopsis

These are the rule/s that control whether the ServiceNow Status values (all four Status values) are updated or not.  Additionally, if the status value updates are suppressed, under which situations (criteria) does the rule apply.

Rule Details and Default

• By default, CI Sync does not supress updates to the Status values on CMDB CI records.

• Instead, by default, CI Sync does update (persist) the four ServiceNow status values against the target CMDB CI record. 

• CI Sync does this by reading the incoming attributes from a source system asset, looking up the CI Sync Status value mapping table, and persisting the transformed values to each of the four ServiceNow status values (against the target CMDB CI record). 

Override Options

Context

Customers may consider overriding the default rules to cater for In-Stock/Under-Maintenance asset management scenarios.

See below for the multiple override options.

Options

1. To entirely suppress updates to the ServiceNow Status values on the target CI records.

2. To conditionally suppress updates to the ServiceNow Status values on the target CI records based on last updated date/time (i.e. suppress updating the CI Status values unless the last updated date/time of the asset in the source system is newer than the last updated date/time of the CI).

3. To conditionally suppress updates to the ServiceNow Status values on the target CI records based on the current value of the Install_Status attribute (i.e. suppress updating the CI Status values if the Install_Status is one of a list of user defined values, such as “In Stock”, “In Maintenance”, etc).

Overriding via Connection Settings

N/A

Additional Information

N/A

Related Rules

• Rule 5 - Mapping of AWS Status Values to ServiceNow Status Values

• Rule 5 - Mapping of Azure Status Values to ServiceNow Status Values

• Rule 5 - Mapping of GCP Status Values to ServiceNow Status Values

• Rule 4 - Mapping of InTune Status Values to ServiceNow Status Values

• Rule 5 - Mapping of Lansweeper On-Prem Status Values to ServiceNow Status Values

• Rule 5 - Mapping of Lansweeper Cloud Status Values to ServiceNow Status Values

• Rule 5 - Mapping of Defender for Cloud Apps Status Values to ServiceNow Status Values

• Rule 5 - Mapping of Defender for Endpoint Status Values to ServiceNow Status Values

• Rule 5 - Mapping of Nutanix Status Values to ServiceNow Status Values

• Rule 4 - Mapping of Omnissa Workspace ONE Status Values to ServiceNow Status Values

• Rule 5 - Mapping of SolarWinds Status Values to ServiceNow Status Values

• Rule 5 - Mapping of VMware Status Values to ServiceNow Status Values

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