SAMP | How To Troubleshoot Unlicensed Software Installation Records<!-- /*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: ; } } Issue Software installation records appear as unlicensed in ServiceNow Software Asset Management (SAM), even when valid licenses may exist in the system. Symptoms Software installation records display with an unlicensed statusInstallation records are not automatically associated with available license entitlementsLicense compliance reports show discrepancies between installations and licensesSoftware models appear in unlicensed installation reports despite having purchased licenses Facts ServiceNow SAM uses normalization and reconciliation processes to match software installations with licensesThe system relies on publisher and product name matching between discovery data and license recordsSoftware model normalization maps discovered software to standardized product definitionsLicense entitlements must be properly configured with the correct software model relationshipsInstallation records require accurate publisher and product information for proper license matching Cause Unlicensed software installation records typically occur due to: Normalization failures: Discovery data does not match existing software models in the product catalogMissing software model associations: License entitlements are not linked to the correct software modelsInaccurate discovery data: Publisher or product names from discovery contain variations or inconsistenciesIncomplete license records: License entitlements lack proper software model relationshipsManual installation records: Manually created installations missing required normalization fields Solution Verify Software Model Normalization Navigate to Software Asset Management > Software ModelsSearch for the software product in questionVerify the software model exists and contains accurate publisher and product name informationCheck the Normalized Publisher and Normalized Product fields Review Installation Records Open Software Asset Management > Installations > All InstallationsFilter for unlicensed installations of the specific softwareReview the Publisher and Product fields on the installation recordCompare these values with the corresponding software model Check License Entitlements Navigate to Software Asset Management > Entitlements > Software EntitlementsLocate the license entitlement for the software productVerify the Software Model field is populated with the correct modelConfirm the entitlement has available rights (not fully consumed) Run Reconciliation Go to Software Asset Management > Reconciliation > Reconcile LicensesSelect the specific software model or run a full reconciliationExecute the reconciliation jobMonitor the job progress in System Logs > Scheduled Jobs Update Normalization Rules If installations consistently fail to normalize: Navigate to Software Asset Management > Normalization > Normalization RulesCreate or modify normalization rules to handle product name variationsAdd publisher and product name patterns that match your discovery dataTest the rule against sample installation records Manually Associate Installations (Temporary Workaround) For immediate resolution while fixing root causes: Open the unlicensed installation recordLocate the Licensed by related listClick Edit and select the appropriate license entitlementSave the record Verify Discovery Source Configuration Review your discovery sources (Discovery > Discovery Schedules)Ensure discovery is capturing complete software informationVerify software identification patterns are up to dateRun a targeted discovery on affected devices if needed Monitor Reconciliation Results Access Software Asset Management > Compliance > License ComplianceReview compliance status after reconciliationCheck for remaining unlicensed installationsInvestigate any persistent issues using the above steps Additional Resources: ServiceNow Software Asset Management DocumentationSoftware Normalization OverviewLicense Reconciliation GuideServiceNow Community - Software Asset ManagementContact ServiceNow Support