Entering entitlement by PPN

[loberle]

Hi all,

We were tracking about 250 software models with entitlements in SAM then upgraded to SAMP and have been struggling to get it to work as designed. I understand that ideally you would create entitlements via PPN, but we are having issues understanding how to troubleshoot when it doesn't work.  

We are caught in a loop and can't get anywhere. Here is the situation.

Purchased item: 1. Go to Software Entitlement form, click on publisher part number and the ppn is listed in the table

2. Select ppn and it populates the publisher part number and no other field. We have entered other PPN's and the Software Model populates.

By selecting the part number, shouldn't the Software model and License Metric populate?

I then started troubleshooting and verifying what exists and doesn't.

The DMAP and the Product exist (see below) but the software model doesn't.  

What are the steps to troubleshoot if PPN doesn't populate or if it does, but you are missing info?

Thanks in advance,

Lisa

[Srinivas Ramanu]

Seems to be some issue on the instance, the selection of PPN automatically creates Software Model. For the PPN you mentioned software model is getting created. I suggest creating a case for the same.

[Joe Ryder · Accepted solution]

Make sure your content service is turned on.

https://docs.servicenow.com/bundle/rome-it-asset-management/page/product/software-asset-management2/concept/c_SAMContentService.html

If that is turned on, the PPN exists, but the Software Model does not, you can do one of two things based on your internal process controls:

1) You can request an update to the content service for that PPN from ServiceNow using Now Support ticket.

2) Create a Software Model that makes sense for your company's buying method.

Note, either way, downgrade rights are likely not loaded. The benefit of #1 above is getting the lifecycles loaded in the content service and updates will help keep the Model updated. But the content service does feed back to SN, so making a custom Model where the DMAP and PPN are already built is not so problematic for content integrity.

[loberle]

Thanks. 

I know we opted in before when we first installed but it looks like there are new options under the Content Service Setup. I will select the rest of the options and see if that fixes the issue.

Thanks