The CA Service Desk Manager performs a duplicate check of the Configuration Item(CI) using CORA. Even if the serial number is unique and the CI name is duplicated, a duplicate error message occurs as follows:
AHD05541: CI creation terminated because the CI (xxxx) already exists.
The technical document TEC463228 suggests it should handle the above CIs as unique ones. Why does the error occur?
As TEC463228 states, CORA is checking the following fields as part of its check for duplicate CI's.
However, if the CI that is being newly created or is already registered has one or more of the above fields with value of NULL then CORA will ignore it as part of a duplicate check and only use the remaining fields to see if there is a CI with the same properties that already exists. For example, if a CI has been registered with a value of NULL for the Serial number, CORA will not check the serial number field during a duplicate check. As a result, CORA will check the following fields only and not the Serial number.
When you then attempt to create another asset where the serial number is not null, unique but with the remaining fields containing the same values as those of a registered CI the above error message is the result. It is considered a duplicate and the behavior is a by design not a bug.