Missing publisher in Software Asset Management workspace

[Matt Forder]

Hi community,

Hoping I can get a little guidance - I'm working with a client that uses a lot of software that isn't covered in ServiceNow's content library so I'm having to set everything up manually. So far I have:

• Created company record for the publisher
• Created  custom products for the software product, using the publisher above
• Created software models for the software product, using the custom products
• Updated software install [cmdb_sam_sw_install] with software installs for the custom products
• Created software entitlements for the software product, using the software models
• Run reconciliations both for the specific publisher but also for all publishers.

This is where I'm hitting the issue; when I view the reconciliation results in the Software Asset Management Workspace there is no publisher card for the new publisher I've created, and therefore I can't see/validate the reconciliation results for the product.

I'm sure it's something simple/obvious that I've overlooked, but I'm tearing what little hair I have left out try to work out why I can't see this publisher!

[Matt Forder · Accepted solution]

...and I've just worked out the reason reconciliation wasn't working is because I didn't publish the software entitlement. Doh!