Missing Software Model

[Paul G_]

Has anyone encountered a "Missing Software Model" error message when creating an entitlement in SAM Pro Orlando or beyond? More specifically, it is believed that the "Active" software definition does not have a product value which results in the error message. That said, is this a known global error/issue or could this be a localized environment issue?  Additionally, if missing software model is encountered during bulk import, the record is skipped and no entry is made to the Import Error log.

[shloke04]

Hi,

This can be due to missing Publisher part number while uploading Software Entitlement information. Cna you confirm if Publisher part number is present while you are uploading the data?

Also can you share some details on the data you are trying to upload.

Hope this helps. Please mark the answer as correct/helpful based on impact.

Regards,
Shloke

[Paul G_]

Hello Shloke,

Yes, the "Unable to find a software model" error message is being displayed when an attempt is made to manually create an entitlement using a PPN (e.g. 228-04437).  We have reason to believe the PPN is present for the "Active" software product definition but the product name associated with the software product definition is blank, hence the error message.  If the same PPN is used with the bulk import feature of ServiceNow and all of the required fields for an entitlement are provided, the entitlement is never created, an import error log message is not generated and the record is basically dropped on the floor. We believe this condition is not something ServiceNow is expecting to occur and is perhaps the reason why an import error log is not being generated.  We are trying to determine if this issue is a local content library issue or a more global ServiceNow issue. 

Thanks

Paul