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Multiple entries for single device in Service Now is shown in EOL report

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Article ID: KB33973 KB Last Updated: 16 Mar 2019Version: 1.0
Summary:

This article explains the limitation of Service Now with respect to showing multiple platforms which might not be present in a user's environment but appears in EOL reports.

Symptoms:

Why does the Service Now EOL report is show Junos platforms which is not present in the environment? For example, if an environment has only SRX100H, another platform SRX100B is also reported as the EOL model. 

Solution:

Currently, HW file contains only the <part-number>, which is sent to the EOL tool and not the <model-number>. The EOL tool cannot find the <model-number> to match, so it uses the <part-number> instead.

This is a limitation since the EOL tool cannot determine the model-number and currently only the part-number is provided. One part-number might map to several model-numbers. This is the safe way to provide all the mapping model-numbers. Otherwise, if we only provide the first or last mapping model-number, there is the possibility of getting the incorrect model-number.

Example

Snippet of HW file
……
<chassis>
<name>Chassis</name>
<serial-number>AU3912AF0701</serial-number>
<description>SRX100H</description>
<chassis-module>
<name>Routing Engine</name>
<version>REV 19</version>
<part-number>750-021773</part-number>
<serial-number>AT3912AF0701</serial-number>
<description>RE-SRX100H</description>
……

There is no model-number tag like this:

<model-number>SRX100H</model-number>

Since the part-number 750-021773 is used by SRX100B, SRX100H, SRX100H-TAA,  the three models appear in the EOL report since the EOL tool cannot determine the exact model-number by the part-number.

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