Software Installation Removal when no longer discovered

[Chris Branniga2]

We're currently running Service Graph Connector for Microsoft Intune to pull computer/device/SW installation data into the CMDB. We're also running SAM Pro.

I have a query about how ServiceNow reconciles potentially uninstalled software installation records. I say potentially as it would (I assume) be based on determining a delta in the software installations discovered on a daily basis (i.e. I saw you yesterday, but not today, so you must be uninstalled).

Is it the case with Service Graph Connectors and SAM pro that this is handled automatically? 

Note - I've already read other threads in the community about SN discovery handling the delta, but no mention of how it ACTUALLY works (where? what mechanism? if it's a Java Package, is there a logical flow documented somewhere? etc.)

Thanks in advance,

Chris.

[Ken Neikirk1]

I don't know about Intune specifically but with SCCM, it captures removed software and then transfers those records through the Service Graph Connector for Microsoft SCCM via the Data Source for Removed Software.  When this data source is configured and enabled, the integration processes the removed software records coming from SCCM and deletes each matching record from the Software Installation table.

[Chris Branniga2]

Thanks for replying so quickly.

Fortunately the customer has both Service Graph Plugins so I could see that data source, which makes perfect sense as SCCM can provide the removed SW data. 

However, with the SG-Intune plugin, everything is coming through the MS Graph API which gives us what the installations are 'now' and SN would have to determine which install records to remove. Question is does it? and if so, how?

[VictorS46]

Is it available as OOTB feature or we have to configure from Scratch ?

[Chris Branniga2 · Accepted solution]

So I thought I'd repost a reply that I got from ServiceNow Support as I'd asked them the question too:

Please refer the below community article which mentions the current limitations:
https://community.servicenow.com/community?id=community_question&sys_id=84292b1cdb923c50aa66a9fb13961965

There are currently several differences between Intune and SCCM functionality, with the following impacting Intune's ability to support SAM use cases.

Current limitations include the Automated SW install/Uninstall not supported
Hence automatic deletion of the CI would not be possible without receiving the information from Microsoft Intune.

The following prod docs describes on how to delete uninstalled software from the Software Installation table. We recommend you to refer this and have a custom setup to do the same until this is automated.
https://docs.servicenow.com/bundle/quebec-it-asset-management/page/product/software-asset-management2/task/delete-disco-entries-sam.html

Hopefully this information helps.

Chris