BigFix Inventory Service Graph Connector Troubleshooting

This topic provides information on troubleshooting ServiceNow which only data source is BigFix Inventory Service Graph Connector. In case other connectors, or data sources are present that import Computer and Software data into ServiceNow, this procedure will have discrepancies in number of Computers and Software.

Hardware

In case of discrepancy of number of Computers between ServiceNow and BigFix Inventory:

Verify the number of computers on ServiceNow and BigFix Inventory:
1. Go to the ServiceNow’s Computers report: <SN_INSTANCE> /cmdb_ci_computer_list.do.
2. Go to the BigFix Inventory’s computers report: <BFI_INSTANCE>/sam/computers.
3. Compare the number of computers.
If the number is off:
1. Verify the value of the ServiceNow’s x_hclte_sg_bigfix.include_computers_with_no_bios_serial_number System Property:
  Go to <SN_INSTANCE>/sys_properties_list.do and search for the System Property’s name, note the value as it will be needed later.
2. Calculate the difference between number of computers:
  SN_computers = number of computers seen in ServiceNow
  BFI_computers = count returned from the following API call (open the URL in browser, after you’ve logged in to BigFix Inventory):
```
<BFI_INSTANCE>/api/sam/v2/computers?criteria={"and":[["is_deleted","=","0"],["computer_hardware.status","=","1"],["os_type","!=","MACOS"],["os_type","!=","AIX"]]}CcountSwitch=2
```
  SN_computers_WO_SN =
  - if x_hclte_sg_bigfix.include_computers_with_no_bios_serial_number is true= 0
  - if x_hclte_sg_bigfix.include_computers_with_no_bios_serial_number is false = the count returned by following query (run on TEMADB):
```
select cd.id,cd.remote_id, cd.name, cd.os_name, cd.os,
bios.system_serial_number from dbo.computer_dimension cd left
join sam.deep_hw_smbios bios on bios.computer_id=cd.id where
os_name!='MACOS' and os_name !='AIX' and
bios.system_serial_number is null and cd.valid_to='9999-12-31
23:59:59.997'
```
  Formula:
```
SN_computers = BFI_computers – SN_computers_WO_SN
```

If numbers calculated in step 2. are not matching, create a ticket, gather the following information:

ServiceNow Computers Report - <SN_INSTANCE> /cmdb_ci_computer_list.do - exported to csv or xlsx

In below URL replace <BFI_INSTANCE> and <BFI_PORT> with appropriate values, matching your BigFix Inventory configuration. Login to BigFix Inventory, then open the URL (it will take more time to load the results in large environments)

https://<BFI_INSTANCE>:<BFI_PORT>/api/sam/v2/computers?columns[]=id&columns[]=bigfix_id&columns[]=computer_group_id&columns[]=name&columns[]=dns_name&columns[]=os&columns[]=os_type&columns[]=first_seen&columns[]=last_seen&columns[]=is_deleted&columns[]=deletion_date&columns[]=is_managed_by_vm_manager&columns[]=detailed_hw_smbios.system_serial_number&columns[]=detailed_hw_ip_addresses.permanent_mac_address&columns[]=detailed_hw_ip_addresses.id&columns[]=detailed_hw_ip_addresses.address&columns[]=detailed_hw_storages.total_size&columns[]=detailed_hw_storages.id&columns[]=detailed_hw_memories.total_physical&columns[]=detailed_hw_memories.id&columns[]=detailed_hw_storages.device&columns[]=detailed_hw_network_adapters.type&columns[]=detailed_hw_network_adapters.permanent_address&columns[]=detailed_hw_network_adapters.current_address&columns[]=detailed_hw_network_adapters.model&columns[]=computer_hardware.status&columns[]=computer_hardware.server_serial_number&columns[]=computer_hardware.computer_type&columns[]=computer_hardware.server_type&columns[]=computer_hardware.server_model&columns[]=computer_hardware.server_vendor&columns[]=detailed_hw_ip_addresses.ipv6_address&criteria={"and":[["is_deleted","=","0"],["computer_hardware.status","=","1"],["os_type","!=","MACOS"],["os_type","!=","AIX"]]}

Value of x_hclte_sg_bigfix.include_computers_with_no_bios_serial_number ServiceNow Server setting, which can be found at https://%3CSERVICE_NOW_URL%3E/now/nav/ui/classic/params/target/sys_properties_list.do.
If the value of this setting is false, gather the output of the following query run on BigFix Inventory TEMADB database:
```
select cd.id,cd.remote_id, cd.name, cd.os_name, cd.os, bios.system_serial_number 
from dbo.computer_dimension cd 
left join sam.deep_hw_smbios bios on bios.computer_id=cd.id 
where os_name!='MACOS' 
and os_name !='AIX' 
and bios.system_serial_number is null 
and cd.valid_to='9999-12-31 23:59:59.997'
```