What Happens When a Monitor's Customer Mapping Changes in ServiceDesk Plus MSP Cloud Integration
Overview
When you configure CI synchronization with SDP MSP Cloud, each monitor is mapped to a specific
customer based on your Probe and Monitor Group (MG) assignments. This article explains what
happens to the corresponding Configuration Item (CI) in SDP Cloud when a monitor's customer
assignment changes.
Important
When a monitor moves from one customer to another, its CI is always deleted from the original customer's CMDB and re-created under the new customer — even if "Delete CI when monitor removed" is turned off.
How Customer Assignment Works
During each sync cycle, the system determines which customer each monitor belongs to using the following priority:
- All Monitors mode — If configured, every eligible monitor is assigned to a single customer.
- Probe-based mapping — Monitors are claimed by the probe they belong to. Each probe can be mapped to a specific customer.
- Monitor Group-based mapping — Remaining monitors (not claimed by a probe) are assigned based on their Monitor Group membership.
If your mapping configuration changes — or a monitor moves between groups or probes — the system detects that the monitor now belongs to a different customer and triggers a customer reassignment.
What Triggers a Customer Reassignment
|
Scenario
|
What Happens
|
|
A Probe's customer mapping is changed in CI Settings
|
All monitors under that probe move to the new customer
|
|
A Monitor Group's customer mapping is changed in CI Settings
|
All monitors in that group (and its sub-groups) move to the new customer
|
|
A monitor is removed from a Monitor Group and it already belongs to another Monitor Group mapped to a different customer
|
The monitor's customer is now determined by the remaining group's mapping
|
|
A monitor is added to a new Monitor Group mapped to a different customer, and that group wins conflict resolution (parent group or lower priority order)
|
The monitor reassigns to the winning group's customer
|
|
A probe mapping is removed and the monitor falls into a Monitor Group mapped to a different customer
|
The monitor transitions from probe-based to group-based assignment under a different customer
|
|
"All Monitors" mode is switched to specific Probe/MG mappings
|
Monitors that now resolve to a different customer are reassigned
|
|
Monitor Group hierarchy is restructured (parent-child changes)
|
The parent group's customer takes priority over child groups, potentially reassigning monitors
|
Customer Reassignment — Step by Step
When the system detects that a monitor now belongs to a different customer:
"Delete CI when monitor removed" setting is bypassed
This setting only controls what happens when a monitor is completely unmapped (removed from all groups/probes) and when the . During a customer reassignment, deletion from the old customer is always performed to prevent duplicate CIs across customers.
Comparison: Reassignment vs. Removal
The behavior differs depending on whether the monitor moves to another customer or is
simply removed from all mappings:
|
Action
|
"Delete CI" = ON
|
"Delete CI" = OFF
|
|
Monitor moves to a different customer
|
|
|
|
Monitor removed from all groups/probes (no new customer)
|
|
|
Frequently Asked Questions
Will I lose CI data when a monitor moves between customers?
The CI is deleted from the old customer's CMDB and a new CI is created in the new customer's CMDB. Any customer-specific associations (such as tickets linked to the old CI) in the original customer's CMDB will no longer reference the monitor. The CI fields and relationships are re-synced fresh under the new customer.
I turned off "Delete CI when monitor removed" — why was my CI still deleted?
That setting only applies when a monitor is completely unmapped from all customers. If the monitor moved to a different customer (e.g., you changed a Monitor Group's customer assignment), the deletion is mandatory to avoid duplicate CIs across multiple customers. The CI will be re-created under the correct customer automatically.
How soon is the CI re-created under the new customer?
The monitor is queued for re-sync immediately after the old CI is cleaned up. It will be picked up in the next sync cycle, typically within a few minutes depending on your sync schedule and the number of pending changes.
What happens if I remove a monitor from a group without adding it to another?
If the monitor is no longer mapped to any customer, it depends on your "Delete CI when monitor removed" setting. If enabled, the CI is deleted from SDP Cloud. If disabled, the CI remains in SDP Cloud under the last-known customer, but the integration stops tracking it. If the monitor is later added to a group, it will be synced as a new CI.
Does this apply to relationship data as well?
Yes. When a CI is deleted from the old customer's CMDB, its associated relationships are also cleaned up. After the CI is re-synced under the new customer, relationships are re-established in the next relationship sync cycle.
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