ServiceNow Adapter Shows “Object Down” Warning Due to Duplicate Datastore CIs in CMDB

Products

• VCF Operations

Issue/Introduction

In VMware Cloud Foundation (VCF) Operations, ServiceNow adapter instance reports a warning when data collection starts. The adapter status appears as Object down, and the following message is displayed:

Status: Object down
Message: The following features could not be completed: [CMDB Sync]

Error in ServiceNowAdapter_###.log:

Multiple duplicate records detected for the following classes and fields: Class cmdb_ci_vcenter_datastore with fields [object_id,vcenter_uuid]

Environment

VCF Operations 9.x.x

Cause

The ServiceNow Discovery or Identification and Reconciliation Engine (IRE) contains duplicate Configuration Item (CI) records for the cmdb_ci_vcenter_datastore class. Specifically, multiple CI records exist with the same combination of the following fields:

object_id
vcenter_uuid

Because these fields are used as unique identifiers, their duplication prevents the ServiceNow adapter from identifying a single, authoritative CI for synchronization.

Resolution

Please use the below mentioned steps to resolve the issue:

1. Log in to the ServiceNow instance UI.
2. Identify and run the Deduplication Tasks for the cmdb_ci_vcenter_datastore class.
3. Merge or retire duplicate CI records so that only one unique record exists for each object_id and vcenter_uuid pair.
4. After deduplication is complete, login to VCF Operations UI as admin user (https://<VCF_OPS_IP_FQDN>/ui) .
5. Navigate to Integrations and Re-validate the ServiceNow adapter connection.
6. Once the duplicates are remediated, the adapter connects successfully and CMDB synchronization resumes without warnings.

Additional Information

• Impact: The CMDB synchronization functionality is impacted of the ServiceNow integration.
• This issue does not indicate a problem with VCF Operations itself but rather with data consistency in the ServiceNow CMDB.
• Maintaining uniqueness of CI identifiers is critical for reliable adapter synchronization and ongoing CMDB health.