SAM Pro Model issues with Normalization

[loberle]

Hi all,

Does anyone know how to troubleshoot software model issues?

In a perfect world, the models would have been created when entering the entitlement, but we already had over 500 models before implementation of SAMP. When we implemented (2018), we had to make the product name not required due to the amount that was not in the library at that time. We are slowly trying to update models as we go to use the functionality but run into odd issues.

Also, I am not a ServiceNow Admin, but an Asset Manager. It is difficult to relay my issues to our admin team and how to fix them when I can't figure out if it is wrong nor have the insight of how the coding works.

In the cmdb_softwar_product_model table, I have a software model that does not have any products assigned to the Publisher. 

in the Software Products table (samp_sw_product) I can see that the product exists and is assigned to the Publisher

In the company table (core_company_list) I have multiple publishers.

Questions:

Why do I have multiple Normalized companies?

How do I decide which one I should select when entering Models? There will be a need to create some models without entitlements.

How do you check to see if Normalization is working?

Are other companies running into issues moving from Sam to SAMP? We never get any traction. We continue to run into discrepancies that I do not know how to fix.

Any help would be appreciated!

Lisa

[loberle]

Thanks all!

We are testing San Diego in Dev and hopefully will have it in Prod soon. Will a user with the Asset Management role be able to use the NDS Guided Setup? 

[Daniel Slocum]

No, NDS Guided Setup requires System Admin rights.

[Scott Halverso1]

Hi Lisa,

You've got a lot of questions to unpack there.

Concerning why isn't there any choices to pick a product for JGraph.  I'm not aware JGraph Ltd the publisher has any products in the content library from ServiceNow. (www.diagrams.net/about)

You can confirm this by navigating to the Software Products Definitions table (samp_sw_product_definition) and looking for a product that contains draw.io and/or publisher contains JGraph.

As Joe Ryder calls out you'll need to make a custom part number and follow that process.

[Scott Halverso1]

As a seperate topic for the three company records that are normalized = true.  This KB article will provide some insight on how to correct.  https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0819620

Steps will follow this outline

1. Create an entry in the Normalized Company Names table for the 'primary' name.

2. Create an entry in the Normalized Company Name table for the 'alias' name(s).

     **Note unlike most parts of the ServiceNow platform, case does matter. JGRAPH is not the same as jGraph or JGraph.

3. Run step 5 of guided setup.  It doesn't make sense, but trust me it works.

The goal at the end of this is to have one entry in the company table where Normalized = true.  

At the end of this you'll also want to make sure the existing entry in the samp_sw_publisher for this publisher correctly is attached to the normalized = true company record.