There are two lines missing from an ITSM JavaScript function that produce inconsistent and unexpected results when populating relationships to UCMDB. So pushing relationships to ITSM, and populating relationships from ITSM, becomes a very painful and confusing process. These missing lines should provide global IDs for the UCMDB integration-specific table cirelationship1to1 for IT Service Manager 9.x. Due to their absence, the integration must fall back on logical.name and cannot make use of global ID. Many users we have encountered limit relationship jobs to specific types in only one direction. Or, more commonly, they don’t use them at all.

Effectual has provided an unofficial fix (in an unload file with detailed instructions, which you can download below) that prevents this problem from occurring in the future. The fix will improve the results of your relationship integration jobs bidirectionally between Service Manager and UCMDB. This fix will be beneficial to every customer using the UCMDB integration to ITSM. It should be of particular interest to anyone with a mature IT Service Manager data-set containing services and assignment groups that they wish to coexist properly in UCMDB.

Note: If you’ve run the integration in the past you will need to purge the cirelationship1to1 table (which is only used by the integration). Purging is only required once after the fix is installed. All future cirelationship1to1 updates and changes will properly include the ucmdb_id’s. Once this fix is applied, HP ITSM and UCMDB relationship jobs should be re-tested by all customers. We expect you’ll see much more accurate and reliable results.

Registration - Effectual createRelations Script Fix Package For UCMDB/ITSM 9.x

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