Unintended synchronization of deployments across multiple ServiceNow instances integrated with a single VMware Aria Automation environment

Products

• VCF Automation

Issue/Introduction

• Deployments created and requested from one ServiceNow instance are unexpectedly duplicating and synchronizing to a second ServiceNow instance.

• Both ServiceNow instances are integrated with the same VMware Aria Automation 8.18.x environment.

• Both instances share the exact same Aria Automation integration details, including the endpoint URL and identical service account authentication credentials.

• The scheduled "Import Resources and CMDB" jobs, are inactive or set to false on both instances.

Environment

• VMware Aria Automation 8.18.x

• ServiceNow ITSM Plug-in for VCF Automation 9.x

Cause

This behavior is not caused by the default plugin synchronization jobs. Instead, this issue occurs when a event-based mechanism is enabled within the environment.

Resolution

To resolve this issue and prevent unintended cross-instance resource duplication:

1. Review Triggers: Inspect your ServiceNow and Aria Automation environments for any active event-based mechanisms that trigger upon catalog item requests or deployment completion.

2. Disable the Event Mechanism: Disable or reconfigure the identified event mechanism so that it does not broadcast deployment syncs to all instances sharing the Aria Automation endpoint.