Understanding the ITMS Resource Model: Resource Identification, Merge Behavior, and Promotion Processes

Products

IT Management Suite

Issue/Introduction

New administrators often ask:

What is the Resource Model in ITMS?
How does ITMS determine when resources are merged or updated?
What role does the Resource Model play during promotion (replication, hierarchy, or data movement)?

Administrators working with IT Management Suite (ITMS) often experience confusion around how the Symantec Management Platform (SMP):

Identifies a device uniquely
Determines when to merge resources
Creates or updates resources from discovery data
Synchronizes resources across hierarchy

This commonly leads to:

Duplicate resources in the console
Devices overwriting each other’s data
Unexpected GUID changes
Inconsistent data across hierarchy

Quick Understanding

Resource GUID = a device/user identified by a GUID
Every managed object (computer, user, software, etc.) = Resource
The model supports normalization, deduplication, and merging
During merge operations, ITMS consolidates duplicate records based on defined keys
During promotion (hierarchy replication), resources are synchronized while maintaining identity integrity across environments
Resource Keys = attributes used to detect duplicates
Resource Type = Defines schema (e.g., Computer, User)
Attributes = Data associated with the resource (name, IP, OS, etc.)
Merge = combines duplicate resources into one
Promotion = creates or synchronizes resources
If keys match → merge
If no match → new resource

Most issues are caused by:

Duplicate keys (MAC, uniqueid)
Missing strong identifiers

When to Use This KB

Use this article when:

Investigating duplicate resources
Understanding merge behavior
Reviewing hierarchy inconsistencies
Explaining GUID/resource identity to customers

Environment

IT Management Suite (ITMS) 8.7.x and later

Cause

The Resource Model is the core framework used by ITMS to represent all managed entities (computers, users, software, etc.) as Resources in the CMDB.

Key behaviors:

Each resource has a GUID (primary identity)
Resource Keys are used to identify and match resources
The Merge process consolidates duplicates
The Promotion process creates and synchronizes resources

This is expected system behavior. Issues arise due to misunderstanding:

Area	Explanation
Resource identity	GUID vs Resource Keys
Merge behavior	Automatic and data-driven
Promotion meaning	Multiple contexts
Discovery sources	Same device seen differently

Resolution

What is the ITMS Resource Model?

The Resource Model defines how ITMS represents, stores, and correlates all managed entities.

Core Architecture

Component	Description
Resource	Any managed object (computer, user, etc.)
GUID	Unique identifier for each resource
Data Classes	Attribute storage. Tables storing attributes (OS, IP, hardware)
Resource Keys	Identity matching. Attributes used to identify and match resources
Resource Type	Defines schema (Computer, User, etc.)

Key Concept

A resource is a logical object composed of multiple data classes linked by a GUID.
A resource is not just a record. It is a collection of related data tied to a GUID.

How Resources are Represented

Each resource:

Has a GUID (primary identity)
Belongs to a Resource Type
Contains data classes (tables) with attributes
May have multiple discovery sources

Resource Lifecycle

Discovered
Promoted
Updated
Merged

Computer Resource Keys

Computer Resource Keys (Most common)

name.domain: Combines the computer name and the domain name.
distinguishedname: Used as an identification key for computer resources.
fqdn: The fully qualified DNS name of the computer.
uniqueid: A hardware identification string generated from a combination of the Computer UUID, Motherboard (Base Board) Serial Number, and Network Card MAC Address.
macaddress: Typically generated by the Symantec Management Agent or specific plug-ins.
cloudid: Introduced in ITMS 8.7.2, this key uniquely identifies resources across Azure AD tenants using the Azure AD tenant ID and device/user ID.
tpmid: Introduced in ITMS 8.7.1, this uses machine TPM 2.0 encryption keys (TPM Endorsement Key) to generate a unique ID.
directoryid: Used for merging resources from Active Directory or Azure AD imports

Important Notes

Not all keys are always present
Some keys are stronger identifiers (uniqueid, tpmid)
Some depend on integrations (cloudid, directoryid)

Key Availability vs Key Enforcement

A key may exist but not be used for merging
Merge behavior depends on:
- ResourceTypeMergeKey configuration
- Available incoming data

Discover Available Keys

The following tables are the most common ones related to Resource Keys:

select distinct keyname from ResourceKey
select distinct keyname from ResourceTypeMergeKey

How Resource Identification Works

When data is received (from Agent inventory, AD Import, Network Discovery):

System checks for existing GUID
If not found → evaluates Resource Keys
Decides:
- Update existing resource
- Merge resources
- Create new resource

Merge Decision Flow

How the Merge Process Works

Definition

Merging consolidates duplicate resources into a single GUID.

Resource merging ensures that duplicate records are consolidated into a single logical resource.

Important

Resource merges cannot be easily reversed.
Data and relationships are permanently combined.

Why Merging Happens

Common scenarios:

Same device discovered via:
- Active Directory Import
- Network Discovery
- Agent installation
Re-imaging or renaming machines
Duplicate keys detected (MAC, UUID, etc.)

What Happens During Merge

Element	Behavior
GUID	One GUID survives
Old GUID	May be blacklisted
Data	Combined into single resource
Agent	May re-register with new GUID
Associations	Preserved

Merge Results

Component	Behavior
GUID	One survives
Data	Combined
Agent	May re-register

How Promotion Works

“Promotion” is used in two different contexts:

1. Discovery Promotion (Local SMP Server)

Creates resource from discovery.
Promotion = converting discovered data → managed resource

Example:

Network Discovery finds IP + Name
System creates a Computer Resource (GUID assigned)

2. Hierarchy Promotion (Replication)

Synchronizes resources across SMP servers. Promotion refers to data replication between child and parent SMP Servers.

Promotion = replicating resources from Child NS → Parent NS

Purpose of Promotion

Centralized reporting
Global asset visibility
Data aggregation across environments

Promotion Workflow

Resource exists in Child NS
Resource data is replicated to Parent SMP Server
Parent evaluates:
- Does this resource already exist?
Matching is performed using:
- GUID (preferred)
- Resource Keys (fallback)

Promotion Matching Logic

Scenario	Result
Same GUID exists	Resource updated
Different GUID but matching keys	Resources merged
No match	New resource created

Important Behavior in Hierarchy

GUIDs may differ initially. GUID consistency is preferred but not guaranteed.
If GUID differs: Matching relies on Resource Keys
Poor keys → duplicates resources at parent SMP

Merge vs Promotion – Key Differences

Feature	Merge	Promotion
Purpose	Remove duplicates	Create/sync resources
Scope	Local	Hierarchy
Trigger	Key match	Replication or discovery
Matching	Local resource keys	GUID + Keys
GUID impact	Consolidation	Synchronization

Common Real-World Scenarios

Scenario	What Happens	Why
VM cloned with same MAC	Incorrect merge	Same macaddress
Imaging without GUID reset	Overwrites	Same GUID
Device renamed	Duplicate resource	Weak key
Agent reinstall	Merge or duplicate	Depends on keys

Common Misconceptions

Misconception	Reality
GUID always identifies device	Can change or duplicate
Name is enough	Weak identifier
Merge is manual	Automatic
Promotion = merge	Different processes

Key Indicators of Resource Model Issues

Symptom	Likely Cause
Duplicate resources	Missing keys
Devices overwrite	Duplicate GUID
Unexpected merges	Shared identifiers

Support Guidance

Verify Duplicate Resources

Navigate to:
Manage > Assets > All Assets
Look for:
- Same computer name with different GUIDs

The following queries should help you to start with relevant data in the Symantec_CMDB batabase.

Validate Resource Keys

SELECT 
vc.Name,
vc.Domain,
rk.KeyName,
rk.KeyValue
FROM vComputer vc
JOIN ResourceKey rk ON vc.Guid = rk.ResourceGuid
WHERE vc.Name = 'ComputerName'

How to Interpret Results

KeyName	Meaning
uniqueid	Strongest identifier
macaddress	Common merge key
fqdn / name.domain	Weaker identifiers
tpmid	High reliability (if present)

Expected Output

Unique key values per device

What to Look For

Scenario 1: Duplicate Resources

Same KeyValue appears under multiple GUIDs:
Indicates merge should have happened but didn’t

Scenario 2: Incorrect Merge

Different machines share same macaddress or uniqueid
Likely:
- VM template issue
- Cloned image
- Hardware duplication

Scenario 3: Missing Keys

Resource missing uniqueid or macaddress:
Merge relies on weaker keys → duplicates likely

Detect Duplicate Keys (Find Conflicting Keys)

Purpose:

Finds keys shared by multiple resources
Identifies merge conflicts or duplicates

SELECT 
KeyName,
KeyValue,
COUNT(DISTINCT ResourceGuid)
FROM ResourceKey
GROUP BY KeyName, KeyValue
HAVING COUNT(DISTINCT ResourceGuid) > 1

Best Practices

Recommendation	Reason
Avoid duplicate MACs	Prevent merge errors
Reset GUID before imaging	Avoid overwrites
Ensure strong keys	Improve matching
Monitor duplicates	Early detection of merge issues

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
Identifying and Resolving Duplicate GUID Scenarios using the ResetGuid switch
Troubleshooting duplicate assets
Client Machines are sending same UniqueID during Basic Inventory
Understanding ComputerResourceMergeSettings and ComputerResourceKeyFilter in ITMS
Resource Merging functionality within a Hierarchy
Duplicate Users after Basic Inventory or User AD Import