Software Model record created with all fields empty (Created by = system, Created source = empty)

MichelleS384771
Tera Contributor

yesterday

Hi everyone,

I’m investigating an issue in ServiceNow SAM where a Software Model record (cmdb_software_product_model) is being created with all fields empty.

 

Observed details of the Software Model record:

  • Display name: empty
  • Publisher: empty
  • Product: empty
  • Product type: empty
  • Created by: system
  • Created source: (empty)
MichelleS384771_0-1777999343363.png

Important sequence identified:

  1. A Removal Candidate (samp_sw_reclamation_candidate) is created first.
  2. After the Removal Candidate creation, the system creates a Software Model record with all fields empty.

 

Questions

  1. Is this behavior expected by design?
  2. Which process / script path is responsible for creating this empty Software Model?
    • Business Rule on samp_sw_subscription?
    • Scheduled SAM job?
    • Protected OOB Script Include?

Any confirmation, documentation links, or pointers to the relevant OOB logic would be greatly appreciated.

Thanks in advance!

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Vishnu-K
Kilo Sage

yesterday

Hi @MichelleS384771 ,

Is it expected?

Partially. SAM has a system property that auto-creates Software Model records (cmdb_software_product_model) when no matching model is found. These get stamped with created_source = system_property and created_by = system. But yours has created_source empty too — that's the anomaly and means it's not coming from the property path. Reference: https://www.servicenow.com/community/sam-articles/automatic-software-model-creation-on-servicenow-sa...

 

What's actually creating it?

Based on the sequence you described (Removal Candidate - empty Software Model), the trigger is almost certainly the "SAM - Identifying New Reclamation Candidates" scheduled job. When it hits an install with an incomplete normalization path, it tries to reference or create a Software Model but has nothing to populate - so it inserts an empty record. Others have hit the same thing: https://www.servicenow.com/community/sam-forum/removal-candidates-are-getting-created-with-empty-fie...

 

If it helped you please do mark it as helpful and accept the solution

 

Thanks,

Vishnu

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