Adobe Acrobat non compliance issue

[Sai Gopal]

Hi Experts,

In our organisation we are using Adobe Acrobat software. Some are using the licensed version and some are using basic free version. 

While discovery servicenow is not able to diffrentiate between the licensed and free versions as a result it is expecting entitlements

Can anyone help us like how to differentiate between free and paid versions 

Thankyou

[annmarsh]

We are having the same issue since Adobe moved to the unified installer.  Some of the versions work but it appears latest is an issue.  We do have an open ticket but I would appreciate if others have said how they have been able to resolve too.

[ShaikMuqeeM]

Can you provide more details like full versions your organization is using?

[David69]

We are seeing a similar situation where a single version has nine different discovery models in various states of normalization, including both licensable and non-licensable product types. I am not sure whether the next step should be to address the models that are already normalized or to first investigate what is happening at the discovery layer.

Display name	Software model	Normalization status	Publisher	Product	Discovered version	Product Type	Created by
Adobe Acrobat (64-bit) 26.1.21789	Adobe Systems Acrobat	Partially Normalized	Adobe Systems	Acrobat	26.1.21789	Licensable	admin
Adobe Acrobat 1 26.1.21789	Adobe Systems Acrobat Reader	Normalized	Adobe Systems	Acrobat Reader	26.1.21789	Not Licensable	admin
Adobe Acrobat Reader 26.1.21789	Adobe Systems Acrobat Reader	Normalized	Adobe Systems	Acrobat Reader	26.1.21789	Not Licensable	admin
Adobe Acrobat (64-bit) 1 26.1.21789	Adobe Systems Acrobat Reader	Normalized	Adobe Systems	Acrobat Reader	26.1.21789	Not Licensable	admin
Adobe Acrobat 3 26.1.21789	Adobe Systems Acrobat	Partially Normalized	Adobe Systems	Acrobat	26.1.21789	Licensable	admin
Adobe Acrobat 26.1.21789	Adobe Systems Acrobat	Partially Normalized	Adobe Systems	Acrobat	26.1.21789	Licensable	admin
Adobe Acrobat (64-bit) 300 26.1.21789	Adobe Systems Acrobat	Partially Normalized	Adobe Systems	Acrobat	26.1.21789	Licensable	admin
Adobe Acrobat (64-bit) 7760 26.1.21789	Adobe Systems Acrobat	Partially Normalized	Adobe Systems	Acrobat	26.1.21789	Licensable	admin
Adobe Acrobat Reader 1 26.1.21789	Adobe Systems Acrobat Reader	Normalized	Adobe Systems	Acrobat Reader	26.1.21789	Not Licensable	admin

[SAMfluencer]

Hi @Sai Gopal   , In the Discovery Model table (cmdb_sam_sw_discovery_model), could you please add a Product Type column? This should indicate whether the product is Licensable or Non-Licensable.

Hi @David69  , This appears to be a Discovery-related issue. Could you please confirm which Discovery tool you are using SCCM or ACC?

Also, based on your screenshot, I can see the following products: Adobe Acrobat (64-bit) 300 26.1.21789 Adobe Acrobat (64-bit) 7760 26.1.21789 Both appear to be Pro Edition. Also if you have anything like this Adobe Acrobat (64-bit) 200<version> this is Standard edition. You will need to export the XML for both and raise a Content Request. The Content Team will then review and update the content accordingly.

Please refer to the below post:

https://www.servicenow.com/community/sam-forum/adobe-cloud-usage-data-in-sam-pro/m-p/3588194#M21482

https://www.servicenow.com/community/sam-articles/normalization-of-adobe-products-in-sam-pro/ta-p/35...

Create IT Asset Management content request:

https://www.servicenow.com/docs/r/zurich/it-asset-management/create-itam-content-request.html

If this helped - amazing, you're welcome, go click Helpful and Accept as Solution. If it didn't - well, at least you learned what not to do. Either way, we grow. 

Cheers, Abby

ITAM Principal Solution Architect