How should agents cite Software as a Configuration Item under Software Asset Management Foundation?

[bpippert]

We were previously using the Legacy Software Asset Managment plugin (https://docs.servicenow.com/csh?topicname=c_SoftwareAssetManagement.html&version=latest), but have recently changed over to the Software Asset Management Foundation plugin (https://docs.servicenow.com/csh?topicname=c_SoftwareAssetMgmtSAMF.html&version=latest).

On the Legacy plugin, the cmdb_ci_spkg table continued to be updated via Discovery. However, under the Foundation plugin, cmdb_ci_spkg is no longer updated via Discovery. Instead, only Software Installations (cmdb_sam_sw_install) is being populated with the individual installations, and Software Discovery Models (cmdb_sam_sw_discovery_model) contains the rolled-up models.

As neither cmdb_sam_sw_install nor cmdb_sam_sw_discovery_model extend cmdb_ci, software is no longer an available choice for a Configuration Item for our Agents to select on Incidents. How are others handling this issue when using Software Asset Management Foundation and Discovery?

Thanks,

Brad

[bpippert]

According to an SME at ServiceNow Support, the intended way to proceed is to select the hardware (as the CI) where the software is installed.

Is this what others are doing? Abandoning citing software as the CI when that is the true item with the issue, and instead, going up a level to the hardware? If so, do you not ever report on how many issues particular software has caused?

Thanks,

Brad

[Richard Nelson]

Hi Brad, I have the same issue but no solution I'm afraid.

I get the feeling that Software as CI records have not been considered during the SAM Pro introduction and I don't believe that logging the Hardware CI instead is an acceptable solution.

I shall raise this as a HI Case.  However if you do find a solution I would love to know.  

Regards

[bpippert]

Hi Richard,

Did you end up opening a HI case? Did they tell you anything different than they told me?

Thanks.

[Richard Nelson]

Also logged as an idea portal request if you like to vote it up. 

 https://support.servicenow.com/ideas?id=view_idea&sysparm_idea_id=39a3d762939e4e5c057c7de86cba1028&s...