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yesterday
What causes Windows servers to fail to populate software installed under Related Links, and how can this issue be fixed?
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3 hours ago
Hi @ampongnyc ,
This issue typically occurs when ServiceNow Discovery is unable to properly identify or populate installed software on Windows servers. The “Software Installed” related list depends on successful discovery and normalization.
1️⃣ Credential Issues
Incorrect or insufficient Windows credentials
Missing permissions (WMI/PowerShell/Registry access)
WMI / PowerShell Access Problems
WMI service not accessible
Firewall blocking required ports (e.g., 135, dynamic RPC)
PowerShell remoting not enabled
Discovery Pattern Issues
Patterns not triggered or failing during execution
Errors in Windows OS – Software Discovery pattern
MID Server Issues
MID Server down or not validated
No proper network connectivity to target server
Normalization Not Working
Software discovered but not normalized
Missing entries in cmdb_software_instance or cmdb_sam_sw_install
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3 hours ago
Hi @ampongnyc ,
The Software Installed related list on a Windows Server CI (cmdb_ci_win_server) is populated by Discovery via the Windows - Software probe/sensor. When it's empty, the failure is almost always in one of these areas:
1. MID Server / WMI Connectivity Issues: The Software probe uses WMI (Win32_Product or the registry hive) to collect installed software. If WMI is broken or the MID Server credential lacks the right permissions, the probe fires but returns no data.
2. Software Probe Not Triggering / Software Filters Set to Exclude: The Windows Software probe may be excluded from the active Discovery Schedule or Pattern - or the Software Filters table may have the Windows type set to Exclude instead of Include.
3. SAM Plugin Activation Changes the Target Table: Activating the Software Asset Management plugin means Discovery no longer updates cmdb_software_instance - it instead writes to cmdb_sam_sw_install .
https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0696096
4. Related List Pointing at the Wrong Table: Even with data flowing correctly, the CI form may still show blank because the related list is configured against the legacy cmdb_software_instance table post-SAM activation.
5. Discovery Receiving Data But Not Writing to Base Tables: In some cases, Discovery (including ACC) receives software data from the agent or probes but fails to write it to the base software tables. This is typically an IRE or transform error.
https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB2479128
If this helped - amazing, you're welcome, go click Helpful and Accept as Solution. If it didn't - well, at least you learned what not to do. Either way, we grow.
Cheers, Abby
ITAM Principal Solution Architect
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3 hours ago
Hi @ampongnyc ,
This issue typically occurs when ServiceNow Discovery is unable to properly identify or populate installed software on Windows servers. The “Software Installed” related list depends on successful discovery and normalization.
1️⃣ Credential Issues
Incorrect or insufficient Windows credentials
Missing permissions (WMI/PowerShell/Registry access)
WMI / PowerShell Access Problems
WMI service not accessible
Firewall blocking required ports (e.g., 135, dynamic RPC)
PowerShell remoting not enabled
Discovery Pattern Issues
Patterns not triggered or failing during execution
Errors in Windows OS – Software Discovery pattern
MID Server Issues
MID Server down or not validated
No proper network connectivity to target server
Normalization Not Working
Software discovered but not normalized
Missing entries in cmdb_software_instance or cmdb_sam_sw_install
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3 hours ago
Hi @ampongnyc ,
The Software Installed related list on a Windows Server CI (cmdb_ci_win_server) is populated by Discovery via the Windows - Software probe/sensor. When it's empty, the failure is almost always in one of these areas:
1. MID Server / WMI Connectivity Issues: The Software probe uses WMI (Win32_Product or the registry hive) to collect installed software. If WMI is broken or the MID Server credential lacks the right permissions, the probe fires but returns no data.
2. Software Probe Not Triggering / Software Filters Set to Exclude: The Windows Software probe may be excluded from the active Discovery Schedule or Pattern - or the Software Filters table may have the Windows type set to Exclude instead of Include.
3. SAM Plugin Activation Changes the Target Table: Activating the Software Asset Management plugin means Discovery no longer updates cmdb_software_instance - it instead writes to cmdb_sam_sw_install .
https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0696096
4. Related List Pointing at the Wrong Table: Even with data flowing correctly, the CI form may still show blank because the related list is configured against the legacy cmdb_software_instance table post-SAM activation.
5. Discovery Receiving Data But Not Writing to Base Tables: In some cases, Discovery (including ACC) receives software data from the agent or probes but fails to write it to the base software tables. This is typically an IRE or transform error.
https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB2479128
If this helped - amazing, you're welcome, go click Helpful and Accept as Solution. If it didn't - well, at least you learned what not to do. Either way, we grow.
Cheers, Abby
ITAM Principal Solution Architect
