Hi @PatthiBharathi ,
“NaN” stands for Not a Number, which usually appears when the system is expecting a numerical value but receives null or an undefined value instead. SAM Pro is unable to calculate compliance due to missing software entitlements, product mapping, or normalization gaps.
Here’s what might be going wrong:
1: Validate Discovery and Data Source Integration
Check whether software installation data is being received.
- Navigate to Discovery > Discovery Status (or your data source like SCCM/JAMF).
- Confirm that software installation records are coming into the system:
- Table: cmdb_sam_sw_install
- Check if installations exist for the relevant publisher.
If no installations are found, SAM cannot calculate compliance.
2: Check Software Model Normalization
ServiceNow uses software models to reconcile installations and entitlements.
- Go to Software Asset > Normalization > Software Installations.
- Filter by Normalization Status = Not Normalized.
- Click on a few records. Check:
- Is the Discovery model linked?
- Is there a software model associated?
- Does the software model have a publisher?
Fix:
- If missing, normalize the discovery model manually or review Content Library (plugin) is up to date.
- Use "Manage Software Models" to link software models if automatic normalization fails.
3: Confirm Software Models Have Valid Metrics
- Go to Software Models (cmdb_software_product_model).
- Open any model for the affected publisher.
- Confirm:
- Publisher field is set.
- License metric is defined (e.g., Per Device, Per User, Named User).
- Product classification is correct.
Without these, reconciliation logic won’t know how to measure usage vs. rights.
4: Check Software Entitlements
- Go to Software Asset > License Workbench > Software Entitlements.
- Filter by the affected publisher.
- Ensure:
- Software model is linked.
- Metric matches the software model.
- Quantity is populated.
Add entitlement if none exist, and ensure they map to normalized models.
5: Reconcile Software
Once the data is validated and corrected:
- Navigate to License Workbench > License Reconciliation.
- Click Run Reconciliation.
- Wait for the job to complete.
- Navigate back to License Usage > Publishers.
You should now see:
- % compliance updated (instead of NaN%)
- Compliant product counts
- True-up and over-licensed costs calculated
6: Review Logs if Still Empty
If the problem persists:
- Go to License Reconciliation > Reconciliation Runs.
- Open the latest run and view the Job Logs.
- Look for errors like:
- No entitlements found
- Software model mismatch
- No metric assigned
7: Review Removal Candidates
You have 4 removal candidates, which means: The system has detected software installations but can't associate them with valid entitlements.
Click Removal Candidates and:
- Check which software is listed
- See which software model or publisher is missing
8: Sample Test Entitlement Script:
(function() {
// ====== CONFIGURATION ======
var softwareModelName = "Microsoft Visio Professional 2024"; // Update this
var publisherName = "Microsoft"; // Update this
var entitlementQuantity = 50;
var licenseMetric = "Per Device"; // Must match existing metric options
// ====== LOOKUP SOFTWARE MODEL ======
var sm = new GlideRecord('cmdb_software_product_model');
sm.addQuery('name', softwareModelName);
sm.addQuery('publisher.name', publisherName);
sm.query();
if (!sm.next()) {
gs.error("Software model not found. Please check the name and publisher.");
return;
}
// ====== CREATE ENTITLEMENT ======
var entitlement = new GlideRecord('sam_entitlement');
entitlement.initialize();
entitlement.name = softwareModelName + " - Test Entitlement";
entitlement.software_model = sm.sys_id;
entitlement.metric = licenseMetric;
entitlement.license_type = "perpetual"; // or 'subscription'
entitlement.quantity = entitlementQuantity;
entitlement.license_rights_type = "full"; // 'full' for full license, 'upgrade' for upgrades
entitlement.status = "active";
entitlement.entitlement_type = "license"; // other option: 'right'
entitlement.vendor = publisherName;
entitlement.purchase_date = gs.nowDateTime(); // set today as purchase date
entitlement.insert();
gs.info("Test entitlement created successfully for: " + softwareModelName);
})();
How to Run This:
- Go to System Definition > Scripts - Background.
- Paste the script and click Run Script.
- Go to Software Entitlements and search for the new entitlement.
- Run License Reconciliation under License Workbench.
Regards,
Abhishek
Should my response prove helpful, please consider marking it as the Accepted Solution/Helpful to assist closing this thread.
