Patch Management - Secpod & Fresh Service Integration

Ticket #39831

Customer issue: Duplicate entry of host in Fresh service console after Secpod integration

Reason and Solution: it appears there may have been an issue with an initially failing to retrieve device details (UUID or Serial Number) properly, resulting in an entry being generated in Fresh Service during the sync. Subsequently, during the next device scan by SanerNow, if the details are fetched correctly, it may lead to the creation of duplicate entries in the Fresh Service console. To address this, kindly click on both hostname entries and provide screenshots of the overview details, particularly including the UUID, serial number, and general tab details for further investigation. 

Customer shared screenshots:

We've reviewed the customer shared screenshots and noticed that the serial number appears blank in one of the host entries created at 2:00 AM on Friday, April 12th. However, the other entry is capturing the correct serial number and UUID. This suggests that the Freshservice sync may have occurred before the first SanerNow scan was completed. We have requested the log file for verification and customer shared the spsnaergent.log file.

 Upon reviewing the log, we have identified a small concern pertaining to the initial device scan, resulting in the omission of the serial number. Consequently, this led to the replication of a stale entry in FreshService with a blank serial number. However, this discrepancy will be rectified during the next scheduled scan, wherein the device will be properly detected with its serial number and UUID.

 As a one-time measure, we kindly request to delete the duplicate entry with the blank serial number.