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‎11-13-2024 01:34 AM
Hello Team,
I have encountered an issue regarding software products. We have an agent that crawls through all systems in our company to identify the installed software products, then it creates entries for them in ServiceNow. The problem is that sometimes this agent mistakenly marks certain software products as licensable when they are not, which causes various compliance issues. I've now been tasked with updating or deleting these incorrect entries.
My question is: how can I update or delete software products created by the system? When I try to modify or delete these entries, the relevant fields are greyed out, so I can’t even delete them to recreate them correctly. Could this be a permissions and rights issue, or is there another possible solution?
Thank you in advance for your help.
Best regards,
Felix
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‎11-15-2024 12:21 PM
Hi @FelixP,
the classification is managed by the SAMP content team and part of the content library update. The product type if licensable or not is tied to the software product and not to the variations (e.g., SQL Server Express is not licensable, but the product is).
With the W.DC a new feature "Product License Exception Rules" was implemented to handle these cases and to exclude special editions to be licenable.
Product types can be updated on a product’s edition level using the Custom Product License Exception Rules [samp_cust_prod_lic_excep_rules] table. For cases where certain editions are non-licensable, the product type gets updated automatically if the exception rule is defined in the Product License Exception Rules [samp_prod_lic_excep_rules] table or the Custom Product License Exception Rules [samp_cust_prod_lic_excep_rules] table.
However, if a product is non-licensable, an exception rule can’t be created for ​a licensable edition. For this case, you must raise a case with the Content Service team​ with supporting documentation and the team reviews ​whether the edition must be tagged as licensable.
For additional support, please share a few examples and we can discuss process.
Best, Dennis
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‎11-15-2024 12:21 PM
Hi @FelixP,
the classification is managed by the SAMP content team and part of the content library update. The product type if licensable or not is tied to the software product and not to the variations (e.g., SQL Server Express is not licensable, but the product is).
With the W.DC a new feature "Product License Exception Rules" was implemented to handle these cases and to exclude special editions to be licenable.
Product types can be updated on a product’s edition level using the Custom Product License Exception Rules [samp_cust_prod_lic_excep_rules] table. For cases where certain editions are non-licensable, the product type gets updated automatically if the exception rule is defined in the Product License Exception Rules [samp_prod_lic_excep_rules] table or the Custom Product License Exception Rules [samp_cust_prod_lic_excep_rules] table.
However, if a product is non-licensable, an exception rule can’t be created for ​a licensable edition. For this case, you must raise a case with the Content Service team​ with supporting documentation and the team reviews ​whether the edition must be tagged as licensable.
For additional support, please share a few examples and we can discuss process.
Best, Dennis
