Child Asset Type Showing Up as Non-Compliant in Workbench but flags that it should not be used

[Michael Morgado]

We ran reconciliation for Red Hat and are receiving non-compliance for some Red Hat child products on the workbench.  When we open the Software Model a message pops up indicating that the model will not be used for licensing.  So now we are not sure why it is showing up on the license workbench.  The child product is not currently related to a parent and we wonder if that could be causing the issue.

I included some screens shots attached for reference.

[Vickie Cooper]

This just happened to me and I input a ticket and it did fix my issue. 

I went to the sam installation table and filtered on Unlicensed installs = True and then grouped the discovery models to see which ones I needed to revert the normalization for. This was the easier way for me. 

ServiceNow ticket response:

Solution proposed is :

Upon checking further, usually when we run reconciliation we look for those product that have type licensable. For not licensable product type we do not create reconciliation result or product result/software model result.

The cause could be one of the following

1. The Products on license workbench are dependent on product results generated during the reconciliation. In some cases, even though the product is non-licensable somehow the product results generated. And this is the reason we see Reader in License workbench.
2. In some cases, the content must have updated from licensable to non-licensable. Due to this the software installs remains in older normalization where the product is licensable.
3. There might be some bad data import mechanisms that update this.

You can try :
Step#1 Revert the normalization for all the discovery models that are associated with these software installations. By doing below
Step #2 Then normalize it by clicking on Normalize UI Action as below

https://www.servicenow.com/docs/bundle/yokohama-it-asset-management/page/product/software-asset-mana...

I believe this issue can be related to the issue mentioned in the below kb article

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB2020463

You can use the below script to fix the current set of problematic records:
// Clearing installation records' invalid norm_product & norm_publisher values
var installGr = new GlideRecord('cmdb_sam_sw_install');
installGr.addQuery('norm_product', 'norm_product_sys_id');
installGr.addQuery('norm_publisher', 'norm_publisher_sys_id');
installGr.addQuery('discovery_model.norm_type', '!=', 'licensable');
installGr.setValue('norm_product', '');
installGr.setValue('norm_publisher', '');
installGr.updateMultiple();

Do to the software install table

[BelindaViegen]

We had the same issue and what you can also do is convert the license type of the Discovery Models to Child or Not Licensable (keep the same here as in the Software Product) by creating a Product Exception Rule. After updating the rule, the license type will be correct and the products will disappear from the Workspace. 

[dylanhollor · Accepted solution]

We have been having the same issue and have escalated with ServiceNow to resolve as their one time solution didnt permanently fix the issue. There is a curated fix for this going to be implemented in the Zurich Release. See https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB2020463