Issue: The information regarding Product_id, Version and Edition for different softwares which are discovered on a Windows server.
Steps to reproduce:
1. Discover a quick discovery on any Windows server.
2. Go to the discovered server CI record.
3. Under 'Related Links', you can see 'Software Installations'. Click to see all the softwares installed on the server.
4. In here, the field values for 'Product_id', 'Version' and 'Edition' for some softwares would be missing.
Resolution:
How the 'Product_id' and 'Version' are populated, refer to the following document:
https://docs.servicenow.com/bundle/paris-it-operations-management/page/product/discovery/reference/r_DiscoWinProbesAndPermissions.html
Why 'Product_id' and 'Version' is not populated:
We would not getting these values as part of 'WMI: Installed Software' probe. These values may not be present on the target machine. It's best advised to check on the instance if these value for the given software exists.
To check on the target machine, do the following steps:
- Open Start.
- Search for Command Prompt.
- Right-click the result and select Run as administrator.
- To run the tool, type the following command and press Enter:
reg /? - run the below command
REG QUERY <PATH OF THE SOFTWARE PROPERTY>
For Example, Let's take an example for Internet Explorer,
Commands fired during discovery as part of 'WMI: Installed Software' probe are:
- For Prod_id: "HKEY_LOCAL_MACHINE/Software/Microsoft/Internet Explorer/Registration/ProductId"
- For Version: "HKEY_LOCAL_MACHINE/Software/Microsoft/Internet Explorer/svcVersion"
To check on the target machine, you can use the following command to find the
- Prod_id: REG QUERY "HKLM\Software\Microsoft\Internet Explorer\Registration" /v ProductId
- Version: REG QUERY "HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Internet Explorer" /v svcVersion
If you get output for these commands, add these commands to the 'WMI Field' for 'WMI: Installed Software' probe and trigger the discovery.
Why 'Edition' is not populated
In https://hi.service-now.com/kb_view.do?sysparm_article=KB0792365, it's mentioned that:
*Edition information is not discovered as a separate column as per the current product design. This information is expected to be embedded in the discovered product name.*
- Also, you can check the following KB https://hi.service-now.com/kb_view.do?sysparm_article=KB0721360
to see if these can be done by using Normalization rules by doing it manually.
- Also go through the documentation which already talks about Edition field and normalization below
https://docs.servicenow.com/bundle/orlando-software-asset-management/page/product/software-asset-management2/task/t_ManOverrideEdition.html
- For MSSQL, refer to the following article: https://docs.servicenow.com/bundle/paris-it-operations-management/page/product/discovery/reference/mssql-data-collected-pattern.html
