How Help the Help Desk identifies devices

Help the Help Desk uses a predefined series of queries to identify and update existing CIs in the CMDB or to create a new CI if no match is found.

These queries attempt to match devices using the three criteria listed here, in this order. Updates to an existing CI require only a single match as the list is evaluated. For example, if a device's name has changed, but the MAC address is the same, the CI with the matching MAC address is updated.
  • Serial number in the cmdb_ci_computer table∑
  • MAC address in the cmdb_ci_network_adapter table
  • Computer name in the cmdb_ci_computer table
Note: Discovery Identifiers are incompatible with Help the Help Desk queries.

Script Include

The script include CIIdentifierForHelpDesk provides the logic for updating existing CIs or creating a new CI if no matching device exists in the CMDB. Do not modify this script. Errors introduced into this script can result in update failures or in new CIs being created for every device found.