SAM - Normalize discovery models using content library rules job failing across several instances

[Karen54]

Hi All

"SAM - Normalize discovery models using content library rules" job has been failing across several instances with the same error over the past few days.

Error: No Match found for in samp_sw_publisher

Has anyone else experienced the same issue? If so how did you troubleshoot/resolve it please.

Thanks

[dreinhardt · Accepted solution]

Hi @Karen54,

in such cases, I highly recommend to check support.servervicenow.com 

Scheduled job "SAM - Normalize discovery models using content library rules" fails when CDS content ...

Description

The scheduled job "SAM - Normalize discovery models using content library rules" fails with the following errors:

08:14:33.158 Warning worker.1 worker.1 txid=9df7afed1b47 WARNING *** WARNING *** Get for non-existent record: samp_sw_package:78a1f708db96ef00c41a10825b9619c4, initializing
08:14:33.159 Error worker.1 worker.1 txid=9df7afed1b47 SEVERE *** ERROR *** NormalizationEngine: Error: No Match found for in samp_sw_publish

The null value error from the script include "NormalizationEngine" may be caused perhaps by a record recently added to the library but not yet inserted into the affected instance.

NOTE: This issue could also occur even when all CDS scheduled jobs complete without issue.

Steps to Reproduce

Run scheduled job "SAM - Normalize discovery models using content library rules"

Workaround

This problem is currently under review. Subscribe to this Known Error article to receive notifications when more information will be available.

The workaround is to verify the CDS import into the instance and manually re-run CDS jobs to pull data for the following tables:

1. Publishers
2. Products
3. Software Packages
4. Package Maps
5. Product Maps
6. Pattern Normalization Rules
7. Wide-net maps [Xanadu onwards]

Once the pull for the above tables is complete the Normalization job should pass in its next run.

If the issue continues to persist then there may be bad content data present on the customer instance. To identify this, please run the scripts below. If the output of any of the scripts is greater than 0 then there may be bad content data. In this case you may need to reach out to the dev team to get a solution.

// Script to identify bad software package data

var ga = new GlideAggregate('samp_sw_package');

ga.addNullQuery('sw_product.publisher.sys_id');

ga.setGroup(false);

ga.addAggregate('COUNT');

ga.addActiveQuery();

ga.query();

ga.next();

gs.info(ga.getAggregate('COUNT'));

// Script to identify bad Product data

var ga = new GlideAggregate('samp_sw_product');

ga.addNullQuery('publisher.sys_id');

ga.setGroup(false);

ga.addAggregate('COUNT');

ga.addActiveQuery();

ga.query();

ga.next();

gs.info(ga.getAggregate('COUNT'));

Related Problem: PRB1632141

Best, Dennis

[Karen54]

Hi Dennis

Thanks for this. Just to let you know that the workaround resolved the issue.  I have marked it as resolved.Thank you!

best regards

Karen

[Karen54]

Thank you Dennis. I'll try this and let you know how it goes and mark as resolved if OK. Best regards, Karen