Incorrect Unlicensed Install Calculation

[Gavin19]

I'm having an issue with SAM Pro's unlicensed install calculation, and it may be due to a simple issue, but I wanted to check here first.

I've Manually Normalized all Partially Normalized discovery models for our instance. After, I verified the Adobe suite parent software model had the appropriate suite components listed (2). Then I got all users allocated to the entitlement, and ran a reconciliation. Though to my surprise, the listed number of unlicensed installs was still the same. So I went to the unlicensed install table and drilled into the discovery model(s). I then compared the unlicensed install discovery models with the matching discovery models for the All Apps (and all the apps beneath it), and everything showed up in a 1:1 match. Which you would not expect.

Naturally, I was a bit confused, so I took some screenshots and tried to break it down. What I noticed was this:

The Publisher in the first picture (1) is 'Adobe'. Looking at the specific discovery model, this is the Discovered Publisher. This is then normalized from 'Adobe' to 'Adobe Systems' (4). However, even though I can verify that this discovery model shows under the Matching Discovery Models table (3), with a Publisher of 'Adobe Systems', it shows under the Unlicensed Install table with a Publisher (not Discovered Publisher) of 'Adobe'. So I wonder if this snafu is what's causing all the ruckus and not allowing SAM Pro to actually recognize those installs as licensed, due to the Adobe vs. Adobe Systems comparison.

If anyone has any insight on how to proceed, I'm all ears! For now, I'll get a ticket opened up with our ServiceNow support. But I figured this might be a good post to put up, for posterity, in the event someone else runs into this exact problem. This is why we love the ServiceNow Community, there's a question and answer to almost anything.

Thanks for any help received!