Hello Shloke,

Yes, the "Unable to find a software model" error message is being displayed when an attempt is made to manually create an entitlement using a PPN (e.g. 228-04437).  We have reason to believe the PPN is present for the "Active" software product definition but the product name associated with the software product definition is blank, hence the error message.  If the same PPN is used with the bulk import feature of ServiceNow and all of the required fields for an entitlement are provided, the entitlement is never created, an import error log message is not generated and the record is basically dropped on the floor. We believe this condition is not something ServiceNow is expecting to occur and is perhaps the reason why an import error log is not being generated.  We are trying to determine if this issue is a local content library issue or a more global ServiceNow issue. 

Thanks

Paul