Resolve de-duplication tasks

When the instance encounters duplicate CIs during identification and reconciliation, it groups each set of duplicate CIs into a de-duplication task for review. Use de-duplication tasks to track the duplicate CIs until they can be resolved. A large number of duplicate CIs might be due to weak identification rules.

About this task

De-duplication tasks provide details about the duplication, including a list of all the duplicate CIs and the internal payload used during the identification process. Review the details of each duplicate CI in the task and the data that was used to determine that the CI is a duplicate.

If the duplicate CI is a dependent CI, then you can view the details of the dependent relationship, the Depend on CI, and any relation qualifier chain. If the dependent CI has a lookup table, then you can see the details of the respective lookup table.

Skip duplication
Processing of sets of duplicate CIs depends on the system properties glide.identification_engine.skip_duplicates (set to true by default) and glide.identification_engine.skip_duplicates.threshold (set to 5 by default), and on the number of duplicate CIs in a set.
  • If glide.identification_engine.skip_duplicates is true, and the number of duplicate CIs is less than the threshold specified by glide.identification_engine.skip_duplicates.threshold, then the oldest of the duplicate CIs is picked as a match and gets updated. The rest of the duplicate CIs are tagged as duplicates by setting the cmdb_ci's discovery_source field as 'Duplicate'.
  • If glide.identification_engine.skip_duplicates is false, then matching of duplicate CIs fails with an error, and none of the duplicate CIs is updated.
Note: In either case, de-duplication tasks are always created.

To modify these properties, you need to first add them to the System Properties [sys_properties] table. For more information, see Properties installed with Identification and Reconciliation.

Role required: admin or itil

Procedure

  1. Navigate to Configuration > Identification/Reconciliation > De-duplication Tasks.
  2. Select a task.
    Table 1. De-duplication Task fields
    Field Description
    Number A unique task number.
    Assigned to A person that is responsible for resolving the task.
    Short description A short description for the task.
    Internal payload Payload that was used in the identification process, during which the de-duplication task was generated.
    Description Full description for the task.
    Work notes Notes to keep track of the decisions and steps of resolving the task.
    Priority Task priority.
    State State of the de-duplication task as it progresses through resolution.
    Suggestion Link to a list of suggestions for next steps in resolving the task.
    Search Knowledge Link to a list of related knowledge articles.
  3. In the Duplicate Audit Results section, click a duplicate CI to view the details about how it was identified as a duplicate.
    Table 2. Duplicate Audit Results fields
    Field Description
    Duplicate CI Reference to the duplicate CI.
    Note: This field is a document ID type, which means that it can reference any record on any table. If the referenced CI is deleted as part of resolving duplicate tasks, then this field will be empty.
    Depend on If the duplicate CI is a dependent CI, then this field displays the depend on CI.
    Qualifier chain If the duplicate CI is a dependent CI, then this field shows a list of sys_ids of qualifier CIs, if it exists.
    Follow on task The associated de-duplication task that captures the duplication.
    Relationship For a duplicate CI that is a dependent CI, this field shows the relationship between the duplicate CI and depend on CI.

What to do next

Based on your analysis of de-duplication tasks, you can determine which CI should remain active and which of the duplicate CIs in the Duplicate Audit Results records are stale or incorrect. Determine if it is appropriate to delete or inactivate any of these CIs.