Customer synchronization

Customer synchronization for assets and configuration item (CI) that are linked means that the customer records on asset and CI must match exactly. For configuration items and assets that are linked, you can specify that their primary customer and any associated customers are to be synchronized. To achieve synchronization, the o asset customers are copied to the configuration item and replace the configuration item customers. Likewise, configuration item customers are copied to the asset and replace the assets customers.

Within the Organizations SP application, the following options are selected by default:

In the Asset and CI Customer Options window, the option to Synchronize Customers Between Assets and CIs That Are Linked is selected by default.
In the window, the option to is selected by default.

The default copy direction is from the asset to the configuration item. You can change the default copy direction so that it is from the configuration item to the asset.

When the Synchronize option is selected, customer synchronization can occur in multiple scenarios:

When you click, Synchronize Assets and CIs on the Asset and CI Customer Options window.
When you run background processes, such as cron tasks or workflows, that associate assets with configuration items.
When you link an asset to a configuration item in the Configuration Items application or the assets application.
When you modify the customer or customers of an asset, and the asset is linked to a configuration item.
When you modify the customer or customers of a configuration item, and the configuration item is linked to an asset.

Synchronization of customers for multiple linked assets and configuration items

Clicking Synchronize Assets and CIs the Asset and CI Customer Options window operates on customers for all configuration items and linked assets. An administrator typically runs the Synchronize Assets and CIs action as a one-time operation for data cleanup. The action can be used to synchronize customers who are not synchronized before synchronization feature is being introduced for the linked assets and configuration items. Depending on the specified direction of copy, CI customers are copied to the linked assets, or asset customers are copied to the linked CIs. The copied customers replace the existing customers.

Background processes such as cron tasks and workflows also can associate assets with configuration items. If the Synchronize option is selected, asset and configuration item customers are synchronized based on the specified direction of copy in the Asset and CI Customer Options window.

Synchronization of customers when you associate an asset with a configuration item

You can link or associate an asset with a configuration item in the Configuration Items application or in the Assets application. If the Synchronize option is selected, the asset and configuration item customers are synchronized when you link the asset and the configuration item. Customer synchronization occurs based on the direction of copy that is specified on Asset and CI Customer Options window in organizations SP application.

Synchronization when asset or configuration item customers are modified

You can add or modify the primary customer and any associated customers for a single object, asset, or configuration item on its respective records. You can make three types of modifications to asset or configuration item customers:

Add one or more customers to the asset or the configuration item.
Change the primary customer for the asset or the configuration item.
Remove one or more customers from the asset or the configuration item.

You also can add or remove a customer for multiple objects, assets, or configuration items from the List tab of the objects or the Configuration Items application.

If the Synchronize option is selected in the Organizations SP application, any customer revisions that you make are copied to the linked record or records. If you modify customers for an asset that is linked to a configuration item, the same modifications are made to the configuration item customers. The asset primary customer and any associated customers are copied to the configuration item and replace the configuration item customers. The copy direction is from the record that you modify to the linked record. The specified copy direction on the Asset and CI Customer Options window in the Organizations SP application doesn’t control the copy direction.