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SAM Workspace shows only ServiceNow-sourced installations and blank Last scanned

pavan Punna
Tera Contributor

Monday

On a Windows Server CI, the classic Software Installations list contains records from multiple discovery sources. However, the Software Installed tab in SAM Workspace shows only the installations where Discovery source = ServiceNow.

Also, Last scanned is populated in the classic view but blank for the same records in SAM Workspace.

Is this expected Workspace behavior? Where is the discovery-source filter configured, and why is Last scanned not displayed?

pavanPunna_0-1784558402792.png

 

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3 REPLIES 3

Tanushree Maiti
Tera Patron

Monday - last edited Monday

Hi @pavan Punna 

 

Refer these links, it not helps you - will recommend you to raise a Hi-ticket and take Servicenow Support's assistance. 

 

https://www.servicenow.com/community/sam-forum/does-anyone-have-experience-populating-the-last-used-...

KB1699899 The software usage metrics 'last_used' is not being collected for all the software install... 

 

https://www.servicenow.com/community/itom-forum/last-scanned-not-updating-with-cmdb-sccm-integration...

 

Please Accept the solution if it assisted you with your question & Mark this response as Helpful.
Regards
Tanushree Maiti
ServiceNow Technical Architect
LinkedIn: https://www.linkedin.com/in/tanushreemaiti
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dreinhardt
Kilo Patron

Monday

Hi @pavan Punna,

 

please keep in mind, that the field "Discovery Source" is showing the last inventory source touching the CI and updating any of the available field values. This could be difference from the inventory sources providing sw install records for your CI.

 

From your screenshot it's not clear what's the source of your software installs. Could you please add another screenshot and add the column "Discovery Source" for the software install related list and group this column.

 

To be on the same page, your assumption is, that the CI discovery source value (first block in your screenshot) is the filter for your software install records? What are the discovery sources you expect for this CI? 

 

Best, Dennis

Should my response prove helpful, please consider marking it as the Accepted Solution/Helpful to assist closing this thread.
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pavan Punna
Tera Contributor
In response to dreinhardt

Monday

Thanks for the clarification. After further investigation, I don't believe the CI Discovery Source field is being used as a filter for the software records.

We reviewed the related-list configuration and found that different CI classes are configured against different software tables.

For example:

  • Windows Server Workspace is configured with: cmdb_software_instance.installed_on
  • Windows Server Default View is configured with: cmdb_sam_sw_install.installed_on

We then sampled multiple CI classes and compared the record counts in both tables.

For Windows Server specifically, all sampled CIs had software installation records present in cmdb_sam_sw_install, while the Workspace configuration points to cmdb_software_instance.

Example:

CI: azwjpp000000001
cmdb_software_instance = 0
cmdb_sam_sw_install = 11
active installs = 10

Similar results were found for several other Windows Server samples.

Based on this investigation, the discrepancy appears related to which software table the Workspace view is configured to use, rather than the CI Discovery Source value itself.

what do you suggest here

 

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