How to Troubleshoot Reconciliation?

[Robert Whyte]

Hello

I'm facing an issue with the reconciliation failing in SAM Pro Workspace however I can't find any information or error on why this failing?

Any advice on where to look at the logs to understand what's causing this?

[Shreya Wani]

Hi @Robert Whyte ,

To view the step by step summary of why the reconciliation failed, navigate to Software Asset -> Reconciliation -> Historical Results. Through the personalise list, add the Progress Summary field. Once the table loads, open the failed Reconciliation record's progress summary and navigate to Reconciliation progress details steps.

You can also check out the below ServiceNow product documentation. 

https://docs.servicenow.com/en-US/bundle/utah-it-asset-management/page/product/software-asset-manage...

There is also a KB article similar to your issue which you can find below.
https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0999348

If you feel that I have assisted you in some way, please mark my comment as helpful.

Thanks,

Shreya

[Robert Whyte]

Hi @Shreya Wani 

Struggling to find "Software Asset -> Reconciliation -> Historical Results." I'm on Tokyo

Thanks

Robert

[Fatima S Sayyed]

You can see all the recons and its status in "samp_reconciliation_result" table.

[Shreya Wani]

Hi @Robert Whyte,

It seems that you might have to upgrade it or check if there are any SAM package/application left for installation.
Screenshot added for reference.

Thanks,

Shreya