Products

IT Management Suite

Issue/Introduction

After imaging new computers and deploying the Symantec Management Agent, administrators observe the following behavior:

The newly imaged computer appears to lose its System Number after merging with a pre-existing asset record.
The asset remains in “In Stock” status instead of transitioning to “Active.”
The agent does not fully register or apply policies.
A Configuration Update and Basic Inventory submission are required for the agent to function normally.

This article explains why this behavior occurs and how to prevent it.

Environment

ITMS 8.7.x, 8.8.x

Cause

This behavior is caused by the interaction between:

Pre-staged (unmanaged) asset records
The Duplicate Computer Merge scheduled task
System Number comparison logic
Asset lifecycle status behavior
Agent registration timing

When a newly imaged managed computer has the same System Number as an existing unmanaged asset (often created via Purchase Order), the Duplicate Computer Merge task merges them.

If the unmanaged “In Stock” record becomes the surviving resource, the following occurs:

Asset status remains "In Stock"
Hardware inventory may not yet be populated
Agent targeting may not fully apply
The System Number appears “missing” until inventory re-sync

This is expected product behavior and not data corruption.

To prevent recurrence, align:

Deployment timing
Merge scheduling
Asset lifecycle automation
Inventory submission timing

Resolution

How the Process Works

Understanding the workflow explains the behavior.

Step 1 – Pre-Staged Asset Exists (Unmanaged)

Typically:

Asset created manually (Purchase Order import or manual entry)
Status = In Stock
System Number populated
No agent GUID (Unmanaged)

Attribute	Value
Managed	No
Status	In Stock
System Number	Present

Step 2 – Computer is Imaged and Agent Registers

During imaging:

Agent is installed
Agent requests configuration
Hardware inventory has not yet run (or has not yet updated database)

At this stage:

Attribute	Value
Managed	Yes
Status	Active
System Number	May not yet be submitted

Step 3 – Duplicate Computer Merge Task Runs

The task:

Compares System Number, Serial Number, or Barcode
Requires one Managed + one Unmanaged record
Merges if values match

Because this merge is not triggered by Resource Merge Keys:

The "Merged Resources" report (under Reports > All Reports > Notification Server Management > Server > Resource Reports) displays “No Match.”

Why the System Number Appears Lost

After the merge:

One record survives.
One record is deleted.

If the surviving record is the "In Stock unmanaged asset", then:

The resource retains the original Asset status.
Hardware inventory may not yet be fully associated.
The System Number may appear blank until inventory updates.

This creates the perception that:

The new computer lost its System Number.

In reality:

The surviving record has not yet received updated hardware inventory from the agent.
A Basic Inventory submission repopulates it.

Why the Asset Remains “In Stock”

Important principle:

Merge does not change Asset Status.

The Duplicate Computer Merge task merges resource records but does not trigger Asset lifecycle transitions.

Therefore:

If the surviving record was "In Stock", it remains "In Stock".
It does not automatically transition to Active.

Asset lifecycle state changes must be handled separately through workflow or automation.

Why the Agent Appears Not Properly Registered

When the surviving record:

Has status "In Stock"
Is not fully applicable to "Targeted Agent Settings"
Has incomplete hardware inventory

The agent may:

Appear partially registered
Not receive all policies
Show as Not Tracked or not fully active

Running:

Configuration Update
Basic Inventory

forces:

Resource identity reconciliation
Inventory table updates
Policy re-evaluation

After this, the agent registers normally.

Diagnostic Steps

1️⃣ Confirm Merge Source

Navigate:

Reports > All Reports > Notification Server Management > Server > Resource Reports > Merged Resources

If Merge Key shows:

No Match

This indicates a Duplicate Computer Merge task was used.

2️⃣ Verify Task Execution

Navigate:

Manage > Jobs and Tasks > System Jobs and Tasks > Service and Asset Management > CMDB

Locate:

"Duplicate Computer Merge" task

Check:

Schedule
Last Run Time
Filters

3️⃣ Verify Resource State

Open the affected resource and confirm:

Field	Expected Finding
Asset Status	In Stock
Managed	Yes
Agent GUID	Present
Hardware Inventory	May be incomplete

4️⃣ Review Logs

Logs location:

C:\ProgramData\Symantec\SMP\Logs

Search for:

ExecuteDuplicateResourceMerge
Duplicate Computer Merge

Example log entry:

Executing Duplicate Computer Merge task...
Merging resource GUID <GUID1> into <GUID2>

Prevention Guidance

Option 1 – Adjust Duplicate Merge Task Filters

Modify the task to exclude:

Assets in In Stock status
Specific locations
Devices not yet deployed

Example filter:

Condition	Action
Asset Status = In Stock	Exclude

Option 2 – Automate Asset Status Transition

Implement workflow:

When managed agent connects, set Asset Status to "Active"
Or trigger status change after first inventory

Option 3 – Ensure Proper Imaging Procedure

Best practices:

Reset agent GUID during imaging
Use proper Sysprep
Force immediate Basic Inventory after deployment

Option 4 – Control Merge Timing

Schedule Duplicate Merge:

Outside of deployment windows
After inventory synchronization

Validation

After implementing adjustments:

Deploy a new test machine.
Confirm it does not merge prematurely.
Verify:
- Asset Status transitions correctly.
- System Number remains populated.
- Agent applies policies without manual intervention.

Key Takeaways

Behavior	Explanation
System Number appears lost	Surviving record had not yet synced inventory
Asset remains In Stock	Merge does not alter Asset lifecycle
Agent not fully registered	Resource state affects targeting
Requires config update	Needed to resync identity + inventory

Additional Information

Understanding Background Computer Merges, “No Match” Entries, and Retired/Untracked Behavior in ITMS

Why Newly Imaged Computers Lose System Number and Remain In Stock After Merge

Article ID: 430429

Updated On: