Install location field is not populated in cmdb_sam_sw_install table

[abby_singh786]

Hi Everyone,

We are currently discovering assets using ServiceNow ACC. However, we're unable to retrieve the install location for most applications only a few are showing this information.

Is there a way to address or fix this?

We are in Xanudu realese. Also this is related to ITOM or its an SAM Issue?

[Bhimashankar H]

Hi @abby_singh786 ,

For this you can perform couple of steps like

Verify software disovery policies and checks, in ACC -> policies

Confirm the endpoint permission. ACC runs under a specific user context on target machine. 

Delve into discovery patterns. if there are any customization that needs to be checked.

Check for any known errors if there is any issue with xanadu version.

It seems like ITOM issue but impact on SAM's effectiveness. 

Thanks,
Bhimashankar H

-------------------------------------------------------------------------------------------------
If my response points you in the right directions, please consider marking it as 'Helpful'. Thanks!

[AJ-TechTrek]

Hi @abby_singh786 ,

As per my Understanding,

• Since you’re using ServiceNow ACC (Agent Client Collector) to discover software installations, this primarily falls under ITOM Discovery because the ACC is part of ITOM Visibility.

• However, the data (like install location, publisher, etc.) is critical for Software Asset Management (SAM) too, because SAM relies on accurate discovery data.

• So this is a joint ITOM + SAM concern: ITOM brings the data, SAM uses it.

Why install location might be missing:-

In practice, install location comes from:
* File system scans done by the ACC agent.
* Windows registry keys .
* Package manager data (e.g., dpkg, rpm on Linux).

Common reasons it’s missing:
* The software might not store install location in standard registry keys / package metadata.
* ACC might not be configured to collect that attribute fully.
* Some software types (especially portable apps, user-space installs, or modern Windows Store apps) don’t have a classic install path.

* Discovery pattern or probe not pulling that data.

What you can do as per my Knowledge :-

1. Check the ACC configuration & capabilities
* Make sure the ACC agent is using the latest ACC Content Pack and is set to collect software installation details.
* Verify if the cmdb_sam_sw_install table is being populated with install_location column at all.

2. Validate in ACC / Discovery logs
* Review agent logs and MID Server logs to check if the data is being collected but failing to write into the CMDB.
* Look for entries in:
* ecc_queue
* discovery_log
* ACC logs (on the endpoint).

3. Compare working vs non-working software
* Take a software where install location is populated and one where it’s not.
* Check:
* Does the application store its install location in registry/package manager?
* Does it use an MSI installer vs. a custom installer?

This often shows patterns — e.g., only MSI-based apps get install location, but EXE-based do not.

4. Extend Discovery / ACC collection if needed
* You can create custom patterns or custom ACC configurations to:
* Pull additional registry keys.
* Parse known locations from the file system.
Tip: If you’re on Xanadu and ACC is missing standard fields, check if there’s an updated ACC Content Pack or patch.

5. Check SAM configuration
* In SAM, see if there are Normalization and Content Service (N&C) rules that might remove or replace install location if it’s partial/incomplete.
* Sometimes, SAM rules hide install location if it’s ambiguous.

Important to know:
* By default, install location is best effort — not guaranteed for every product.
* Some modern apps don't record install location at all.
* ACC agent and ITOM Discovery are responsible for collecting the data; SAM just uses it.

Please appreciate the efforts of community contributors by marking appropriate response as Mark my Answer Helpful or Accept Solution this may help other community users to follow correct solution in future.
 
Thank You
AJ - TechTrek with AJ
LinkedIn:- https://www.linkedin.com/in/ajay-kumar-66a91385/
YouTube:- https://www.youtube.com/@learnitomwithaj
ServiceNow Community MVP 2025

[john83u]

You might be running into a known limitation regarding the install_location field length in the cmdb_sam_sw_install table. This post might help clarify: ServiceNow Community Thread. It’s likely more SAM-related than ITOM if you're pulling from software install data.