---
schema_version: "1"
id: 8d20f54a9e0c24a798856caa5d4cb378c0ff90d4fd245d5ff29a7d6c75adaa97
title: Resolve Asset and Configuration Item Sync Errors
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/it_srvcs_asset_mgmt_resolve_sync_errs.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.it_srvcs_asset_mgmt_resolve_sync_errs.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 36a7352cb823fbb026b82ca97e7c1a0f6a9470b123fca0d23b8ff80ea94d9745
description: Use the Configuration Management Item Sync Log to identify and resolve sync exceptions between hardware assets and configuration items (CIs). Address issues like duplicate matches or missing mandatory data to keep your Configuration Management Database (CMDB) accurate.
products:
  - Service Cloud
  - Agentforce IT Service
release: "264"
---
# Resolve Asset and Configuration Item Sync Errors

Use the Configuration Management Item Sync Log to identify and resolve sync exceptions between hardware assets and configuration items (CIs). Address issues like duplicate matches or missing mandatory data to keep your Configuration Management Database (CMDB) accurate.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table>

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
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        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d47801e72">User Permissions Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d47801e72 ">To resolve sync logs</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d47801e72 ">Configuration Management Item Sync Log: Read, Edit</td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d47801e72 ">To edit assets or CIs</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d47801e72 ">Asset: Read, Edit; Configuration Item: Read, Edit</td>

          </tr>
        </tbody>
      </table>

Before you begin:

- Turn on **Asset and CI Ongoing Sync** in your org.
- Verify that you have access to the **CMDB and Service Graph** app.

Bidirectional synchronization automatically detects errors when a single CI matches multiple asset records or when mandatory fields are missing. The system uses a non-blocking approach so that one failed record doesn't stop the rest of the batch.

1. From the App Launcher, find and select **Configuration Management Item Sync Logs**.
2. Find records with a **Failed** status.
3. Review the **Log Description** to identify the cause of the failure.
    
    ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_note.png)
    
    Note If you don't see the description, click **List View Controls**, select **Select Fields to Display**, and add **Log Description** to the visible fields.
4. Resolve the underlying data issue in the asset or configuration item record.
5. In the **Configuration Management Item Sync Logs**, click **Refresh**.
    
    The system re-processes only the impacted records to limit performance strain. If successful, the records link and the log status changes to **Success**.

If you don't manually trigger a retry, the system automatically attempts a fresh match during the next scheduled synchronization cycle after you correct the data.

#### See Also

- [Asset and Configuration Item Synchronization](https://help.salesforce.com/s/articleView?id=service.it_srvcs_asset_mgmt_ci_sync.htm&release=264.0.0&type=5 "Keep IT hardware asset and configuration item (CI) records aligned so your IT reps work with accurate inventory data. Map fields and designate a source of truth for each one. Built-in loop prevention stops repeating updates, and the sync log helps you troubleshoot errors.")
- [Asset Status Mapping](https://help.salesforce.com/s/articleView?id=service.it_srvcs_asset_mgmt_status_mapping.htm&release=264.0.0&type=5 "Gain granular visibility into hardware inventory with status-driven quantity tracking. Map dynamic asset statuses to specific product item quantity fields. Inventory counts automatically reflect real-world lifecycle changes. This tracking isolates standard from high-priority inventory allocations. It prevents double-booking devices across locations and automates compliance audits.")
- [Coordinate IT Assets and Configuration Items](https://help.salesforce.com/s/articleView?id=service.it_srvcs_asset_mgmt_cmdb_sync.htm&release=264.0.0&type=5 "Synchronize your IT hardware assets and configuration items to maintain data consistency across tracking environments.")
- [Configuration Items in CMDB](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmdb_ci_overview.htm&release=264.0.0&type=5 "Configuration items (CIs) represent the individual assets in your IT environment. Each CI stores key details about a specific hardware or software component, helping your teams track, manage, and understand the infrastructure that supports your business. CIs provide the foundation for service management, impact analysis, and discovery.")