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            Resolve Asset and Configuration Item Sync Errors

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            Resolve Asset and Configuration Item Sync Errors

            Use the Configuration Management Item Sync Log to identify and resolve sync exceptions between hardware assets and configuration items (CIs). Address issues like duplicate matches or missing mandatory data to keep your Configuration Management Database (CMDB) accurate.

            Required Editions

            Available in: Lightning Experience
            Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
            User Permissions Needed
            To resolve sync logs Configuration Management Item Sync Log: Read, Edit
            To edit assets or CIs Asset: Read, Edit; Configuration Item: Read, Edit

            Before you begin:

            • Turn on Asset and CI Ongoing Sync in your org.
            • Verify that you have access to the CMDB and Service Graph app.

            Bidirectional synchronization automatically detects errors when a single CI matches multiple asset records or when mandatory fields are missing. The system uses a non-blocking approach so that one failed record doesn't stop the rest of the batch.

            1. From the App Launcher, find and select Configuration Management Item Sync Logs.
            2. Find records with a Failed status.
            3. Review the Log Description to identify the cause of the failure.
              Note
              Note If you don't see the description, click List View Controls, select Select Fields to Display, and add Log Description to the visible fields.
            4. Resolve the underlying data issue in the asset or configuration item record.
            5. In the Configuration Management Item Sync Logs, click Refresh.
              The system re-processes only the impacted records to limit performance strain. If successful, the records link and the log status changes to Success.

            If you don't manually trigger a retry, the system automatically attempts a fresh match during the next scheduled synchronization cycle after you correct the data.

            See Also

             
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