ServiceNow CMDB Integration and Serial Numbers

Hello, we recently integrated our Orion to ServiceNow for CMDB integration using the Graph connector. Once a long time ago we used to do the CMDB integration using the SQL Database. Back then, devices used to populate in CMDB in ServiceNow with 'Serial Number' populated, which properly sorted the configuration into the different classification and groups we wanted it to. Now that we have set up the Graph integration, I noticed none of the CIs are populating with 'Serial Number' at all. In examining this, I have noticed that for some vendors like our Juniper Switches, there is no 'Serial Number' field under node details, instead Serial Number is populated by a field from a custom poller for example ''JuniperJunOS_BoxSerialNo'

I am not sure why the old integration worked fine, as its been a few years since that was running.. it could be an update we did on the Orion side at some point. I'm wondering, would this be easier to fix on the Solarwinds side? Is there any way to make it so the field ''JuniperJunOS_BoxSerialNo' could populate as 'Serial Number' under the main Node Details? If not, is there any documentation available on how to make the ServiceNow Graph Connector look for this field and pull it in as 'Serial Number?'

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DGNetops

I do not have any juniper devices in my environment but we recently setup the SerivceNow Graph connector and all of our Palo Alto/Cisco devices have the Serial Number being populated appropriately. This particular integration was designed by ServiceNow - see if their support team can assist on what to modify as when we looked it was just a bunch of SWQL queries being output to their database.

FirstOrion

Thanks for the answer. I'm wondering if you can check something for me. In solarwinds when you go to Manage Nodes > and click on one of your Cisco or Palo Alto devices, does it list "Serial Number" in the top "Node Details" section? Or does it list the serial number down below in the 'universal device poller' section? I'm wondering if this is the big difference between my environment and yours where you are capturing the data correctly. Also wherever the attribute is, is it literally just named as "Serial Number" or is it named as something else? Thanks in advance for any info you can give to these questions!

DGNetops

So for our cisco devices it does not show up under the node details section. We use the Hardware Health polling to get it so its under the Hardware Details widget on the node page. It shows up as "Service Tag" and when we run reports we include both the Serial Number field and the Service Tag field since its model dependent which one actually holds the right information.

FirstOrion

Interesting. For some reason I don't have a 'hardware details' widget on my nodes page.