Missing part numbers from content service

[andynewey]

Our team is relatively new to Sam Pro and we were looking for how the mainstream deal with unrecognised part numbers in Sam Pro.  There will always be unrecognised part numbers but the updating of the content service has a lag of a couple of weeks from what I have read.  

How do you deal with it?  Do you create custom part numbers  and get the entitlement into Sam Pro immediately or do raise a content request and wait for it to be updated via content service?

Also how do you know when your part numbers have been added to the Content Service? 

[dreinhardt]

Hi @andynewey,

if a PPN is missing we create a custom PPN to avoid any blockers for the onboarding process.

Next step is to raise a ITAM content request to get the data reviewed and update by the Content team - Create IT Asset Management content request (Access to the support portal required). Since the request is completed and the content team informs you, the instance receives the added PPN and we've to process the record as part of the "Publisher part number suggestion" - View publisher part number (PPN) suggestions in workspace. The whole process is about 2-4 weeks, but with the custom PPN you're able to do your business.

Best, Dennis

[andynewey]

Thanks, this is very helpful.  How do you deal with the Content service going into too much detail.  E.G we re using XMind 8.6.  The content service specifies 8.6.3 where we use 8.6.2, the part number is the same as issues by our reseller.

[dreinhardt]

Hi @andynewey,

with reference to the Xmind website (Licensing – Xmind Support Forum) it's licensed based on Xmind 8 and will include all versions/patches. The same details are available in the SAM Pro content library.

As long all your discovery models are normalized to Product = Xmind and Version = 8.0 they will be covered by the software model auto-created by the PPN/Entitlement.

I would suggest to reach out to ServiceNow content team to request an update of the PPN's and change the version condition from "is Version 8.0" to "starts with 8", this will allow you to normalized the discovery models to the correct version (e.g., 8.5, 8.6.), but the software model will include all installes starting with version 8

Best, Dennis