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(SM) Support Tip: How to avoid Null values overwrite field with blank in Service Manager.

When an user performs a data push to update any CI record and the web service request comes with NULL value for a field that already contains data in Service Manager.

Basically, the CI record is updated but that field is overwritten with a NULL value.

 

This occurs because SM treats it as an update on the record, users can update fields to not have information and it is a valid update.

 

Now, if that is not the behavior users want to see and instead they do not want to put NULL on fields that had info then the following workaround can be used.

 

Workaround: 

Add any ID into the keys section into the involved .xslt file into SM9.x adapter.

For example:

       <keys>
                     <UCMDBId><xsl:value-of select="@global_id" /></UCMDBId>
       </keys>

 

The xslt file should look like following: 

 

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