When you see multiple versions of the same software (like Microsoft Edge) on a single machine

[OluwoleO6235787]

In the computer class when i checked a CI the software installation tab I'm seeing software with multiple version and the active install is true for most of them but few false please how can i resolve this issue or remove this stale software installation 

[pr8172510]

Hi @OluwoleO6235787,

Seeing multiple versions of the same software in Software Installations [cmdb_sam_sw_install] is expected if the discovery source reports multiple installed versions or if older installation records have not yet been marked inactive.

 check

• Verify which discovery source (Discovery, Intune, SCCM/MECM, etc.) is populating the Software Installation records.
• Ensure the latest inventory scan has completed successfully. Older records should typically be marked with Active install = false when the software is no longer installed.
• If multiple obsolete versions still have Active install = true, review the discovery connector or import process to confirm it is sending uninstall/removal data correctly.
• Check the Software Discovery Model and Normalization to ensure the software versions are being identified correctly.
• Avoid manually deleting Software Installation records unless you've confirmed they are stale, as they may be recreated during the next inventory or discovery cycle.

Software Installation records represent software inventory reported by discovery sources, and their lifecycle is managed by the inventory/discovery process. If stale records persist, the issue is typically with the source inventory rather than the CMDB itself.

[vaishali231]

Hey @OluwoleO6235787 

This behavior is generally expected depending on how your software inventory is being updated.

The Software Installation related list (cmdb_sam_sw_install) maintains a history of software detected on a CI. During upgrades, it is possible to see multiple versions of the same software. Records with Active Install = true represent installations that are currently detected, while those with Active Install = false are typically older or no longer detected installations.

Before removing any records, I would recommend checking:

1. Which discovery source (Discovery, SCCM/MECM, Intune, Tanium, etc.) is populating the records.
2. Whether the software versions are actually installed side-by-side or if they are duplicates.
3. The Last Discovered and Discovery Source fields to determine whether the records are still being maintained.

If the Active Install = false records are genuinely stale and no longer required for reporting or Software Asset Management, they can be cleaned up using a scheduled cleanup job or archive process based on your organization's retention policy. I would avoid manually deleting records unless you've confirmed they are not needed for license compliance or historical tracking.

If you're seeing multiple records with Active Install = true for the same software version, that's worth investigating further, as it may indicate duplicate data coming from multiple discovery sources or an issue with the software installation identification/reconciliation process.

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If this response helps, please mark it as Accept as Solution and Helpful.

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Regards

Vaishali Singh

Servicenow Developer
Linkedin - https://www.linkedin.com/in/vaishali-singh-2273361bb

[vaishali231]

Hey @OluwoleO6235787 

Hope you are doing well.

Did my previous reply answer your question?

If it was helpful, please mark it as correct ✓ and close the thread . This will help other readers find the solution more easily.

Thankyou & Regards

Vaishali Singh

Servicenow Developer
Linkedin - https://www.linkedin.com/in/vaishali-singh-2273361bb