Software models not showing up during import in ServiceNow

[Aarushi Jamwal]

The software along with publisher part number are available in the content library of ServiceNow but during the import of entitlement, the software model is not getting picked up in our instance. Also, the publishers and software models are not showing up while we are trying to correct the entitlement import errors. What could be the issue and how can it be fixed?

[Wong69]

Software does not create configuration items. If the discovery tool you use supports and finds ISO information, details such as ISO ID and ISO serial number are added to the Software Model form for compliance purposes.

liteblue

[Daniel Slocum]

Hello Aarushi,

You've provided just vague details so I'm not sure what the problem is.  Here are a few things to keep in mind when using the Entitlement Import module.

1. Always download the latest template before you start. Populate that template with your data focusing on the PPN, Publisher, Product, Version, and Edition fields.  Do not add custom attributes to the template. 

2. If you have custom attributes to import. Create a standard Import Set to handle those additional details. Assigning a unique Asset Tag to the Entitlement or leveraging auto-numbering will help you with coalescing to the correct record.

3. It is possible the PPN is not in the Content Library. You can easily search the Content library using the Content Library Portal application, which is available in the ServiceNow Store.

4. If your PPN and or product is not present in the content library, you can create custom values to move you forward. Opting in to the Content Service will anonymously send those values to ServiceNow for review and addition to the content library.

Good luck!

[mkrishnasundar · Accepted solution]

There are few reasons why the software model isn't auto picked while you import the entitlements.

• The given software model wasn't there in your discovered list (or if the s/w model is there, then the DMAP isn't mapped correctly)
• The reference fields used in s/w model isn't there (like Publisher from "core_company" table, Product from "samp_sw_product" or from custom product table)
• Sometimes even though the reference records are there, it wont have the proper attributes. Say for example, publisher named ABC might have been in the core_company table; but it may not be indicated as "manufacturer" (you need to check that flag)

If you find the 2nd one is the reason - then please create those referenced records in the respective tables and then load your entitlement sheet again. This time it will proceed without any error.

[Aarushi Jamwal]

Thanks a lot Krishna. This was what I was looking for. 🙂