SnagIt measuring Last Used date

[javier_gonz]

Hello,
New SAM here.

I’m struggling to understand how the ServiceNow Agent Client Collector (ACC) gathers the Last Used date for software like SnagIt.

SnagIt is a screen capture tool that runs in the background and can be activated by:

• Pressing the PrintScreen (PrtSc) key
• Clicking on the SnagIt app
• Using the always-active widget

I initially assumed that ACC tracks SnagIt usage based on screenshot actions (PrtSc key or app clicks). However, after several days of testing, I’m questioning this assumption because the Last Used date in the Software Installs section is not correct.

What I Have Tested:

1. Used SnagIt daily, multiple times a day (screenshots, screen recording, and the editor).
2. Tested both PrtSc key and manual app launches.
3. Expected ACC to capture the latest usage and update Software Asset Workspace → Software Installs (I would expect a delay of 24 hours, but would also understand 48 hours).
4. Observed delay: Despite using SnagIt everyday, last usage on January 30th, the reported Last Used date remains stuck on January 13th.

Troubleshooting Steps Taken:

• Fully closed SnagIt and all its processes daily before relaunching.
• Verified ACC status in the table view:
  • Agent status is UP 
  • Host Data Collection is ON & Collected 
  • Last Refresh date was correct (Jan 30th, verified on Jan 30th) 
• Performed agent actions: Restart, pause/restart data collection, etc.
• Reviewed agent logs, but there was not relevant information.

Additional Observations:

• This issue is affecting multiple users in the company. Some users have more accurate Last Used dates, while others (like me) see significant delays.
• Affected users restart their computers daily, so system uptime shouldn't be a factor.
• I am the only user without osquery installed. Since the latest ServiceNow release should no longer require osquery, I’m testing this before rolling it out to a larger group. Again, other users, like me, have big delays in the correct Last Used date showing, so I don't believe that osquery is a factor.
• Other applications (Citrix Secure Access, MS Edge, KeePass) show Last Used dates more accurately than SnagIt.

My Question:

Has anyone experienced similar issues with SnagIt or similar software?
Are there known limitations with how ACC tracks usage for apps that run in the background?
Any advice would be greatly appreciated!

Thanks in advance, and sorry for the long post—I just wanted to provide as much detail as possible.

[javier_gonz]

@SeverinLauniau do you have any advises on tracking the data ? we are seeing many inconsistencies with the Last Used data on many of our software.  For Nitro we have many computers with no Last Used date even if I verified well that they use it. Can this be because we deployed OSQuery on computers and OSQuery is having conflicts with the OSQuery plug-in in the ACC ? 
Thank you in advance for any help !