Software install could not be automatically reclaimed as it does not have a CSD provider.

[Sam Santos]

Hello Community,

I'm trying to automatically setup software reclamation via SAM and CSD. CSD has been setup with Jamf and MS Intune as the providers. I created Software Reclamation Rules and generated a Reclamation Candidate for "Sketch". Progressing the Removal Candidate to the "Awaiting Revocation" state, I received this error message "Error MessageSoftware install Sketch could not be automatically reclaimed as it does not have a CSD provider." I'm confused, Sketch was installed using CSD and Jamf.

Any thoughts?

[dreinhardt]

Hi @Sam Santos,

could you please verify that Sketch software and the device is part of the following table „Requested Software [sn_csd_req_software]“. With reference to the docs about revocation, the manual process starts here as well it is the base for the automated process - https://www.servicenow.com/docs/bundle/yokohama-integrate-applications/page/administer/integrationhu...

Best, Dennis

[Sam Santos]

Hi Dennis,

Thank you for your response, it is present. I initiated the install using CSD which created the RITM record along with the device within "sn_csd_req_software".

Thanks,

Sam

[dreinhardt]

Hi @Sam Santos,

glad to see that CSD is already included in your processes! 

I’m still checking the flow to get more details about the action to trigger CSD. In the meantime, could you please verify that the manual removal process described in the shared docs works as expected (Trigger Related Link „Remove software“)

Best, Dennis

[dreinhardt]

Hi @Sam Santos,

some details after a first investigation ...

• The script include "SAMPReclamationUtil" is triggered to perform the CSD revocation

https://INSTANCE.service-now.com/now/nav/ui/classic/params/target/sys_script_include.do%3Fsys_id%3D9...

• Line 1058 is checking the CSD part of valid

• Line 1099 contains the error msg you've seen, when "providerFound = false"

• Line 1067 is calling "sn_csd.CSDUtil" to check if the discovery source linked with the install record is part of the CSD provider

var providerName = sn_csd.CSDUtil.getSoftwareManagementProviderBySource(discoverySource);

• CSDUtil and the function can be found here

https://INSTANCE.service-now.com/sys_script_include.do?sys_id=d18cd256c35230101fa899ccc840ddb4&syspa...

• The function compared the discovery source with the values in the field "source list" per CSD provider. Did a quick cross-check and my source list fields are empty

I can imagine this field is populated with data as soon the "CSD validation process" is completed and the software request status is changed to "Installed" - CSD 2.0 validation process.

Looking forward to your findings.

Best, Dennis