Software Asset Management Reconciliation job failure - "Operation against file 'cmdb_software_product_model' was aborted by Business Rule 'Product should match publisherIssue <!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } The reconciliation job either fails completely or finishes partially, displaying the following stack trace. 4,3632025-04-08 08:32:02Generating the missing Software Models and Software Model Results4,3642025-04-08 08:32:40[object Object]4,3652025-04-08 08:32:40at [global] 'GlideQueryEvaluator' [sys_script_include:d52b3c8a08013300fa9b4300d8d67a76]:462 (reportFailure)at [global] 'GlideQueryEvaluator' [sys_script_include:d52b3c8a08013300fa9b4300d8d67a76]:409 (insert)at [global] 'GlideQuery' [sys_script_include:864c9ebf73631300bb513198caf6a721]:301 (insert)at [global] 'AutomaticSMRCreation' [sys_script_include:fd2b5874675313003b4687cb5685ef3f]:303at [global] 'AutomaticSMRCreation' [sys_script_include:fd2b5874675313003b4687cb5685ef3f]:405at [global] 'AutomaticSMRCreation' [sys_script_include:fd2b5874675313003b4687cb5685ef3f]:51at [global] 'Stream' [sys_script_include:9f50ba7773a31300bb513198caf6a791]:375 (forEach)at [global] 'AutomaticSMRCreation' [sys_script_include:fd2b5874675313003b4687cb5685ef3f]:45at [global] 'AutomaticSMRCreation' [sys_script_include:fd2b5874675313003b4687cb5685ef3f]:494at [global] 'AutomaticSMRCreation' [sys_script_include:fd2b5874675313003b4687cb5685ef3f]:469at [global] 'ReconciliationEngine' [sys_script_include:6761b0dd0b1232001a17650d37673a77]:898at [global] 'ReconciliationEngine' [sys_script_include:6761b0dd0b1232001a17650d37673a77]:111at [global] 'ReconciliationEngine' [sys_script_include:6761b0dd0b1232001a17650d37673a77]:1166at [global] 'ReconciliationEngine' [sys_script_include:6761b0dd0b1232001a17650d37673a77]:1068at [global] 'ReconciliationEngine' [sys_script_include:6761b0dd0b1232001a17650d37673a77]:63at 'SAM - Software License Reconciliation Worker' [sys_trigger:c2d603ddc37026d4dc3238dc7a013176]:14,3662025-04-08 08:32:40Reconciliation Failed Sys logs around the time show the below error. [2025-04-08T15:32:40.498Z]: {"message": "Failure to insert object","table": "cmdb_software_product_model","lastGlideError": "Operation against file 'cmdb_software_product_model' was aborted by Business Rule 'Product should match publisher^552a879987b8229c0bff873d0ebb3575'. Business Rule Stack:Product should match publisher","changes": {"manufacturer": "e3ab4bb747a815508ae08565d36d43aa","product": "516ddc770b1722000725c84463673a33","version": "","version_operator": "is_anything","language": "832bec5493212200caef14f1b47ffb56","language_operator": "is_anything","platform": "anything","platform_operator": "is_anything","edition": "","edition_operator": "is_anything","created_source": "system_property"}}-------- STACK TRACE ---------at [global] 'GlideQueryEvaluator' [sys_script_include:d52b3c8a08013300fa9b4300d8d67a76]:462 (reportFailure)at [global] 'GlideQueryEvaluator' [sys_script_include:d52b3c8a08013300fa9b4300d8d67a76]:409 (insert)at [global] 'GlideQuery' [sys_script_include:864c9ebf73631300bb513198caf6a721]:301 (insert)at [global] 'AutomaticSMRCreation' [sys_script_include:fd2b5874675313003b4687cb5685ef3f]:303at [global] 'AutomaticSMRCreation' [sys_script_include:fd2b5874675313003b4687cb5685ef3f]:405at [global] 'AutomaticSMRCreation' [sys_script_include:fd2b5874675313003b4687cb5685ef3f]:51at [global] 'Stream' [sys_script_include:9f50ba7773a31300bb513198caf6a791]:375 (forEach)at [global] 'AutomaticSMRCreation' [sys_script_include:fd2b5874675313003b4687cb5685ef3f]:45at [global] 'AutomaticSMRCreation' [sys_script_include:fd2b5874675313003b4687cb5685ef3f]:494at [global] 'AutomaticSMRCreation' [sys_script_include:fd2b5874675313003b4687cb5685ef3f]:469at [global] 'ReconciliationEngine' [sys_script_include:6761b0dd0b1232001a17650d37673a77]:898at [global] 'ReconciliationEngine' [sys_script_include:6761b0dd0b1232001a17650d37673a77]:111at [global] 'ReconciliationEngine' [sys_script_include:6761b0dd0b1232001a17650d37673a77]:1166at [global] 'ReconciliationEngine' [sys_script_include:6761b0dd0b1232001a17650d37673a77]:1068at [global] 'ReconciliationEngine' [sys_script_include:6761b0dd0b1232001a17650d37673a77]:63at 'SAM - Software License Reconciliation Worker' [sys_trigger:c2d603ddc37026d4dc3238dc7a013176]:1 Release<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } ALL Cause<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } When Automatic Software Model (SM) Creation is enabled, the step "Generating the missing Software Models and Software Model Results" identifies software installations that require a corresponding model. The Normalized Product and Normalized Publisher fields are used to create the software model. However, if the Normalized Publisher (Core Company) on the software installation does not match the Normalized Product → Publisher → Manufacturer (Core Company), the business rule "Product should match publisher" aborts the insert. Resolution<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } From the stack trace in the system logs, identify the Product Sys ID—for example, 516ddc770b1722000725c84463673a33 (Reflection for HP) and the Manufacturer Sys id - for example, e3ab4bb747a815508ae08565d36d43aa (Open Text).Next, search the Software Installation table for entries with this Normalized Product ID and Normalized Publisher ID. In this case, the Normalized Publisher is "Open Text", and Normalized Product is "Reflection for HP".Then, verify whether the Normalized Publisher (Core Company) matches the Manufacturer (Core Company) from the path Normalized Product → Publisher → Manufacturer. In this example, the Manufacturer is "Rocket Software".These values must match for the software model to be created successfully else the insert would be aborted.