Inconsistent Hardware/Software Model Normalisation

[Poorvi Kulkarni]

Hi Everyone,

1. Hardware Model Normalization is not working as expected. It appears to be normalising models for some assets, but other assets of the same model are not normalising, creating duplication when reviewing hardware models.

2. We’ve encountered an issue where normalized software model data is not consistently being reflected in the Software Installations views, including:

cmdb_sam_sw_install_list

Software Installations viewed via CI records

For example, when using Zoom as a case study:

All Zoom entries appear to be successfully normalized under the Software Models.

However, when we look at the corresponding software installations, not all of them reflect the normalized model.

This inconsistency affects both reporting and downstream processes that rely on normalized software install data.

Thanks in advance,

Regards,

Poorvi

[dreinhardt]

Hi @Poorvi Kulkarni,

could you please share a few screenshots about the software installation records and the discovery models related to these records. 

Thanks, Dennis

[Poorvi Kulkarni]

SAM-

HAM-

[Karan Singh]

Kindly refer to the KB below and proceed to create a Content Request:

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0790305