Patch Management - Secpod & Fresh Service Integration

Product Version: 6.5.0.0

Overview

This article addresses a common issue observed after integrating Saner CVEM with Freshservice, where duplicate host entries appear in the Freshservice console.

Customer Issue

After integrating Saner CVEM with Freshservice, duplicate entries for the same host were observed in the Freshservice console.

Reason

The duplicate entry typically occurs due to an initial device scan failing to retrieve critical device details (such as UUID or Serial Number).

• When Freshservice sync occurs during this initial failed scan, an entry may be created with missing details.

• In a subsequent device scan, when Saner CVEM correctly fetches the device details, a new entry is created in Freshservice, resulting in duplicate entries.

Solution

To resolve the issue:

1. Verify Device Details:

   • Click on both duplicate host entries in Freshservice.

   • Capture screenshots of the Overview tab, including:
     
     

     • UUID

     • Serial Number

     • General tab details

2. Log Analysis:

   • Review the spsaneragent.log file to confirm whether the initial scan omitted the serial number or other device identifiers.

3. Observation:

   • In the reported case, one entry created at 2:00 AM on Friday, April 12th, had a blank serial number, while the other entry captured the correct UUID and serial number.

   • This indicates the Freshservice sync may have occurred before the first Saner CVEM scan completed.

4. Resolution:

   • The device will be properly detected with its serial number and UUID in the next scheduled scan.

   • As a one-time measure, delete the duplicate entry with the blank serial number from Freshservice.

Recommended Action

• Ensure all devices complete their first scan in Saner CVEM before Freshservice sync to prevent future duplicates.

• Regularly monitor sync logs to quickly identify any incomplete device details.