Duplicate CI detected: multiple records represent the same configuration item

Discovery processes from different sources (SCCM, network discovery, agent-based) are creating separate CI records for the same device due to different identification attributes or timing. (high likelihood)

Identification and Reconciliation Engine (IRE) rules are not properly configured to merge records with matching identification criteria like serial numbers, MAC addresses, or hostnames. (high likelihood)

Manual CI creation by administrators or through imports is bypassing deduplication logic and creating records that should have been merged with existing CIs. (medium likelihood)

Different discovery credentials or access levels are causing the same device to be discovered with different attribute sets, preventing proper matching. (medium likelihood)

CMDB deduplication job is not running or has been disabled, allowing duplicate records to accumulate over time without being processed. (low likelihood)

Step 1: Navigate to Configuration > CMDB > Health > Duplicate CIs to view all detected duplicate CI records and identify the specific CIs involved in the error.

Step 2: Examine the duplicate CI records by comparing their identification attributes (serial number, MAC address, hostname, IP address) to confirm they represent the same physical item.

Step 3: Check the IRE rules at Configuration > Identification and Reconciliation > Identification Rules to verify that appropriate matching criteria are enabled for the CI class in question.

Step 4: Run the CMDB deduplication job manually by navigating to Configuration > CMDB > Data Management > Duplicate CI Remediator and clicking Run Deduplication to process identified duplicates.

Step 5: If automatic deduplication fails, manually merge the duplicate records by selecting the authoritative record and using the Merge CIs functionality from the Duplicate CIs dashboard.

Step 6: Review Discovery logs at Discovery > Discovery Status > Discovery Logs to identify which discovery sources are creating conflicting CI records.

Step 7: Adjust discovery schedules and sources to prevent simultaneous discovery of the same devices, or configure discovery source priorities in the IRE settings.

Step 8: Monitor the CMDB Health Dashboard regularly and schedule the deduplication job to run automatically to catch future duplicates early.