PPN field won't populate

[dgros]

Hello, I am trying to enter in the new entitlement for Snagit 2024, and while my organization is still new to SAM, this has not been an issue in the past. I create the entitlement, enter the PPN according to our invoice, Service Now populates the form and creates the Software Model and matching DMAP on save. However, after saving, the PPN field goes blank. This has not occurred with any other Snagit products, or otherwise. Is there a reason why this doesn't populate, is this anything to be concerned with?

[dgros]

Hello, thank you for your reply! So the PPN that I'm using came directly from our vendor, and it was already populated in Service Now however the software model itself had not been discovered yet because of how new it is. I need to go back and see if our recent clonebacks captured any new installs. This is also happening with other software products where I create custom PPN and DMAP, it is even duplicating the Software Publisher and Company. 

[Stephen42]

Sounds to be bigger than just PPN not appearing.  Entering  an Entitlement 'should' create a Software Model (cmdb_software_product_model) with hopefully the correct DMAP (based on Publisher, Product, Version, Edition).   Software Models don't get discovered.

A reported (discovered) Software Installation (cmdb_sam_sw_install) will try and find a Software Discovery Model (cmdb_sam_sw_deiscovery_model) and if it cannot find one, will create a new one.  You will need to ensure the Software Discovery Model is Normalized to Publisher, Product, Version, Edition (which should also match the DMAP, and thus the Software Model)

I would suggest, prior to going the 'custom route' you manually check all the records in the tables mentioned above and ensure everything aligns.

Best of luck

[Stephen42]

PS (again) there is a SAM Property ( Software Asset> Properties > Automatically create software models for all 'licensable' products) which you should double check.  By default, it should be checked as Yes, if no, perhaps this is why the Software Model is or isn't being created, or is creating duplicates.

If the Software model was auto created, you need to enter the entitlement directly from the Software Model.   Perhaps this is where your duplicates are coming from