Suppress Status Value Updates in ServiceNow

Connector Applicability

Applies to Source Connectors	All
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.

Locating and Amending the Connection Setting in the CI Sync UI

Navigate to the Settings page
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).
Click the Update link on the right-hand side of the ServiceNow connection.
Scroll down and locate the Additional Settings Heading and view the Individual Connection Setting related to this guide.

CleanShot 2026-07-13 at 15.12.55@2x-20260713-051331.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.

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
Suppress updates to status fields	Slider	When enabled, CI Sync will suppress updates to the following four (4) status values on CMDB CI records in ServiceNow based on the subsequent settings defined in the rows further below. Install_Status Operational_Status Hardware_Status (on the CI record) Hardware_Substatus (on the CI record)
Status Suppression method	Choicelist	This setting informs CI Sync under which conditions CI Sync should (or should not) suppress Status Value updates. The choices for this setting are: Always Suppress Updates Causes CI Sync to never update the CI Status Values. Conditional on ServiceNow status Causes CI Sync to update the CI Status Values subject to the existing value of a given status attribute on the CI. This setting works in conjunction with the setting below called “Status Field to be used for comparison“.
Status Field to be used for comparison	Choicelist	This setting controls which Status attribute (on the CI record) CI Sync uses when comparing an existing Status Value to determine whether to update the Status Values or not. The choices for this setting are: Install Status (i.e. cmdb_ci.install_status) Causes CI Sync to evaluate the existing status value in the cmdb_ci.install_status attribute to determine whether to update the four (4) statue values or not. Hardware Status (i.e. cmdb_ci.hardware_status) Causes CI Sync to evaluate the existing status value in the cmdb_ci.hardware_status attribute to determine whether to update the four (4) statue values or not. This setting works in conjunction with the setting below called “Only suppress when the ServiceNow status is [currently]”.
Only suppress when the ServiceNow status is [currently]	String	This setting defines which existing value (or values), on the attribute defined in the prior setting, will cause CI Sync to not update the four (4) statue values. For example: If this setting contains “in_stock”,”in_maintenance”, CI Sync will not update the four (4) CI Status Values for those CI Sync that are currently “in_stock” or “in_maintenance”.
Only suppress when [the status has been] updated more recently in ServiceNow	Slider	This setting causes CI Sync to not update four (4) statue values if the CI in ServiceNow has been updated more recently than the source system record. For example, if a CI record has been updated more recently than the corresponding asset/device record in InTune, or Lansweeper etc, then CI Sync will not update the four (4) CI Status Values. This would be useful when a person (e.g. a local IT support person has manually updated the status of a CI and does not want any automation from CI Sync to overwrite the status).
Only apply suppression rules to physical devices	Slider	This setting causes CI Sync to only apply the above rules to physical devices (as distinct from virtual devices/resources).
Apply suppression rules to insert record processing	Slider	This setting causes CI Sync to only apply the above rules to CI Insert operations (rather than to CI Update operations). Note: If the prior setting called “Only suppress when [the status has been] updated more recently in ServiceNow” has been enabled, the evaluation of this setting is ignored.
Apply suppression rules to delete record processing	Slider	If enabled, when a record detected as deleted from the source system, the Status Update Suppression settings will be applied when processing the deletion (retirement) event. Enabling this setting will typically prevent CI Sync from automatically setting CIs to Retired. Note: If the prior setting called “Only suppress when [the status has been] updated more recently in ServiceNow” has been enabled, the evaluation of this setting is ignored.
Suppress updates to user fields if status updates are suppressed	Slides	If enabled, CI Sync will also not update the Assigned_To attribute on CIs (i.e. changes to a user assigned in the source system will not be reflected on CIs in the CMDB).

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