JAMF Software Usage Data Not Showing in ServiceNow — What Helped Us Fix It

[monica190]

🚫 JAMF Software Usage Data Not Showing Up in ServiceNow? You’re Not Alone.

Hey everyone,

I'm posting this as a question, since I don’t currently have access to post an article — but I hope it helps anyone running into the same issue! If you’ve set up JAMF integration with ServiceNow’s Software Asset Management (SAMP) and you're seeing computer data but no software usage data — you're definitely not the only one.

We recently ran into this exact issue and finally figured out what was missing. Here's a quick guide based on our experience: what questions we had, what we learned, and most importantly — how to fix it.

🤔 Common Questions That Came Up

• “I ran the Computer data source and got records. But why does the Software Usage data source show nothing?”
• “I see records in the import set table, but they’re stuck in ‘Pending’ — why aren’t they getting into the Software Usage table?”

✅ What Actually Worked for Us

Step 1: Set Up a Proper Reclamation Rule

Go to Software Reclamation > Reclamation Rules and create one with the following details:

• Publisher: e.g., Adobe
• Reclamation Type: Total Usage Time
• Aggregate Usage By: Last Month

💡 Why this matters:
The processing script only considers software tied to an active reclamation rule. If your app isn’t covered by a rule, the usage data won’t even make it into the staging tables.

Step 2: Update the “Last Run Datetime”

Navigate to:
System Import Sets > Data Sources > SG-Jamf Software Usage
Update the Last Run Datetime to a recent date (within the past month).

💡 Why this matters:
The integration only pulls data based on this timestamp. If it’s not updated, the system won’t fetch any data from JAMF — and the import set will stay empty.

Step 3: Run the Scheduled Job

Head over to:
Scheduled Data Imports > SG-Jamf Software Usage
Click Execute Now to trigger a fresh data pull.

🔄 What happens now:

• Data is pulled from JAMF via API
• Records are inserted into the import set table: sn_jamf_integrate_jamf_software_usage

Step 4: Let the Script Do Its Job

The JAMFSoftwareUsagesUtil script kicks in and does the heavy lifting:

• Moves data to the breakdown table: sn_jamf_sw_usage_breakdown
• Aggregates by user, device, and application
• Finally, it summarizes into the main table: samp_sw_usage

🧠 How it handles different rules:

• Total Usage Time: Sums up time used and number of sessions
• Last Used Date: Captures the most recent usage timestamp

👀 Final Tips

• Double-check that your reclamation rules cover all relevant software.
• If data’s stuck in Pending, your rule or timestamp might be off.
• Use Script Debugger or Logs to see what’s being skipped or filtered out.

Hope this helps someone save hours of digging!
Let me know if you faced this and solved it differently 👇