Reconciliation Failing

[lward1]

I've recently been seeing reconciliation jobs failing. Even when I try to run reconciliation by Publisher. Does anyone have any ideas as to what could be causing a failure or things to check? Thanks in advance.

[Will Young2]

Hi lward,

There are multiple (rare) reasons reconciliation can fail, and they're not super easy to investigate on your own. The best way to identify the cause is to look in the system log for errors. The descriptions are usually good enough to help you identify the cause (IE: duplicate company records, missing 'installed_on' values, etc). You can also look at "Revert Customizations" to see if there are script customizations which could be impacting the reconciliation engine. If you can't see the cause in the logs or Revert Customizations, submit a ticket to HI support.

Cheers!

Will Young
Service Delivery Manager
GlideFast Consulting - ServiceNow Elite Partner
ServiceNow CSA, CAD, CIS-ITSM/SAM/EM/SM/Disco
IAITAM Certified Software Asset Manager

[Brian Collins1]

In the Reconciliation Results page, configure you list to include the "Progress summary" column.  Click on the Reconciliation Failed and see what error message was given.   

If you are not able to figure it out, post the error message(s) on here and we can see if we can assist.

[Community Alums]

Hi Brian,

Good day!

I have similar issues. The error I see on the reconciliation progress summary is TypeError: Cannot set property "1fd073541be58014a596751bcd4bcbd8" of undefined to "1" and 

at sys_script_include.444d8294c32222006081face81d3aebf.script:482 (anonymous)
at sys_script_include.444d8294c32222006081face81d3aebf.script:47 (anonymous)
at sys_script_include.444d8294c32222006081face81d3aebf.script:270 (anonymous)
at sys_script_include.30bbdf9587f52300923aa75fe5cb0b97.script:251 (anonymous)
at sys_script_include.30bbdf9587f52300923aa75fe5cb0b97.script:229 (anonymous)
at sys_script_include.6761b0dd0b1232001a17650d37673a77.script:69 (anonymous)
at <refname>:3 (sampSoftwareLicenseReconciliation)
at <refname>:1
 

The sys_id is for Software Model(cmdb_software_product_model) called 'Microsoft Visual Studio 2017 Professional'.
This software model has got 13 different entitlements for different license metrics, POs and multiple downgrade/ upgrade rights on them.

Please let me know if there is something you think we are missing.

Thanks,
Poonam

[Community Alums]

Just an addition to my previous comment. I see that the job runs successfully, after I delete the entitlements linked to the software model 'Microsoft Visual Studio 2017 Professional'.

The software model mentioned above had 13 entitlements, one of those entitlements was in state-retired, substate - vendor credit. This entitlement also had downgrade/upgrade rights coming from the SW model which had 162 suite components. Not sure, if we are missing something here.

Any input/thoughts are really appreciated. 

Thanks!!