Help needed on adding custom software products into content library.

[Suraj Shewale1]

Hello Experts @Ankur Bawiskar  @Daniel Slocum 

         We have few custom products needs to be added in content library and have opted for content service. We have opened HI case with ServiceNow support to get these added by content team. But support has come up with answer like 'content team couldn't add these custom products in library because these products are not available'. So I'm bit confused on this because initially support team requested us for product id's of these custom products but unfortunately we don't have any Product Id's with us. Is it the reason behind these products not getting added? OR is there any other way to add custom products OOB when we/client don't have product id's with us. How generally custom products gets added in content library and what details we should have with us to provide to support/content team for their analysis/research?

Thanks in advance..!!

[Alex Panzarella]

Are you able to provide an example? Would adding custom pattern rules get the same outcome if there is only a few?

[Suraj Shewale1]

Hello @Alex Panzarella,

      EMC was acquired by Dell in 2016 .Initially we have created "Dell EMC" as custom publisher and under this we have few entitlements/models with publisher as Dell EMC. But as EMC was acquired by Dell and as per our requirement we need to move all entitlements which are under Dell EMC to Dell Inc.(Dell).Count of entitlements is more. We have created following custom products under Dell EMC and have entitlements for these :

Symmetrix Remote Data Facility
DiskXtender File System Manager
Ionix ControlCenter
PROD MGR DS16M
Volume Logix
Celerra Manager
AIX
ERM Exchange K Client
ERM Server

We don't have Prod Id for these products. 

[Daniel Slocum]

Hey Gents,

Given that these software titles changed ownership, we'd expect to see the publisher change to Dell Inc. not "Dell EMC".

Out of box, the content is showing Dell Inc for the following products in your list. You should modify your entitlement and SW Model records to use Dell Inc instead of your custom publisher.

Symmetrix Remote Data Facility
DiskXtender File System Manager
Ionix ControlCenter

Two Celerra titles are showing as EMC being the publisher and I wasn't able to locate the other titles in the library with the names you have provided.  You should request the Celerra titles be updated to Dell Inc. If you can research a Dell Inc. product listing for the other titles and provide that in your request, the products can be added to the library.

[Annie Archibald]

Hi, have you been able to find the answer to this question yet? I think that the whole point here is that in this situation, too many different nuances play a role that can affect the result. In your case, there is also a custom application, and it is not entirely clear what quality it has. I work with this application, but I use only a service that I know and trust to create such tips. By the way, I would advise you to use custom applications if you work with your business; you can read about The Benefits of Custom Software Development yourself. I would be interested to know how you solved this problem and whether you could solve it at all.