Software Asset Management [sn_itam_samp] Store App Update Not Available in ProductionIssue <!-- /*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: ; } } .kb-wrapper { font-family: Lato, sans-serif; font-size: 12pt; line-height: 1.7; color: #000000; max-width: 100%; } .kb-wrapper p { margin: 8px 0; } .kb-wrapper code { font-family: 'Courier New', Courier, monospace; font-size: 10.5pt; background-color: #e6f0f5; color: #032D42; border: 1px solid #b8cfd8; border-radius: 3px; padding: 1px 5px; } The Software Asset Management store app [sn_itam_samp] shows no option to update to the latest version in Application Manager on a production instance, even though an update is available and can be applied on sub-production instances. Symptoms<!-- /*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: ; } } .kb-wrapper { font-family: Lato, sans-serif; font-size: 12pt; line-height: 1.7; color: #000000; max-width: 100%; } .kb-wrapper p { margin: 8px 0; } .kb-wrapper ul { margin: 8px 0 8px 24px; padding: 0; } .kb-wrapper li { margin-bottom: 4px; } .kb-wrapper code { font-family: 'Courier New', Courier, monospace; font-size: 10.5pt; background-color: #e6f0f5; color: #032D42; border: 1px solid #b8cfd8; border-radius: 3px; padding: 1px 5px; } Navigating to Application Manager and searching for sn_itam_samp shows the app is on an earlier version, but no option to upgrade to the latest compatible release is present.The upgrade option is available on sub-production instances but not on the production instance.The latest compatible version of sn_itam_samp can be confirmed on the ServiceNow Store. Facts<!-- /*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: ; } } .kb-wrapper { font-family: Lato, sans-serif; font-size: 12pt; line-height: 1.7; color: #000000; max-width: 100%; } .kb-wrapper p { margin: 8px 0; } .kb-wrapper ul { margin: 8px 0 8px 24px; padding: 0; } .kb-wrapper li { margin-bottom: 4px; } .kb-wrapper code { font-family: 'Courier New', Courier, monospace; font-size: 10.5pt; background-color: #e6f0f5; color: #032D42; border: 1px solid #b8cfd8; border-radius: 3px; padding: 1px 5px; } Software Asset Management [sn_itam_samp] is a free app in the ServiceNow Store, but it must still be explicitly claimed by clicking the Get button on its store page to obtain the entitlement required for upgrades.Without this entitlement, the upgrade option does not appear in Application Manager on the production instance. 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 Releases 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: ; } } .kb-wrapper { font-family: Lato, sans-serif; font-size: 12pt; line-height: 1.7; color: #000000; max-width: 100%; } .kb-wrapper p { margin: 8px 0; } .kb-wrapper code { font-family: 'Courier New', Courier, monospace; font-size: 10.5pt; background-color: #e6f0f5; color: #032D42; border: 1px solid #b8cfd8; border-radius: 3px; padding: 1px 5px; } The Get button on the Software Asset Management [sn_itam_samp] application page in the ServiceNow Store has not been clicked for the production account. Until the entitlement is claimed through the Store, the upgrade option does not appear in Application Manager on the production instance. 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: ; } } .kb-wrapper { font-family: Lato, sans-serif; font-size: 12pt; line-height: 1.7; color: #000000; max-width: 100%; } .kb-wrapper p { margin: 8px 0; } .kb-wrapper code { font-family: 'Courier New', Courier, monospace; font-size: 10.5pt; background-color: #e6f0f5; color: #032D42; border: 1px solid #b8cfd8; border-radius: 3px; padding: 1px 5px; } .kb-wrapper .callout-info { border-left: 4px solid #52B8FF; background-color: #e6f4ff; padding: 10px 14px; margin: 14px 0; border-radius: 0 4px 4px 0; } .kb-wrapper .steps-list { list-style: none; counter-reset: step-counter; margin-left: 0; padding: 0; } .kb-wrapper .steps-list > li { counter-increment: step-counter; display: flex; align-items: flex-start; gap: 12px; margin-bottom: 10px; } .kb-wrapper .steps-list > li::before { content: counter(step-counter); display: inline-flex; align-items: center; justify-content: center; min-width: 26px; height: 26px; border-radius: 50%; background-color: #032D42; color: #63DF4E; font-weight: 900; font-size: 11pt; flex-shrink: 0; margin-top: 2px; } .kb-wrapper .steps-list .step-content { flex: 1; } Claim the entitlement for sn_itam_samp in the ServiceNow Store, then sync Application Manager on the production instance. Log in to the ServiceNow Store with the account associated with your production instance. Navigate to the Software Asset Management application page in the Store. Click the Get button and follow any prompts to claim the entitlement. Return to Application Manager on your production instance. If the upgrade option is still not visible, click Sync now from the Application Manager home page, then check again. Note: This entitlement step is required even though sn_itam_samp is a free app. Sub-production instances may show the upgrade option without it, which is why the behavior differs between environments. Related Links<!-- /*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: ; } } .kb-wrapper { font-family: Lato, sans-serif; font-size: 12pt; line-height: 1.7; color: #000000; max-width: 100%; } .kb-wrapper p { margin: 8px 0; } .kb-wrapper .related-links a { color: #032D42; text-decoration: underline; } .kb-wrapper .link-disclaimer { font-size: 10pt; font-style: italic; margin: 2px 0 10px 0; color: #444; } Software Asset Management — ServiceNow Documentation Software Asset Management — ServiceNow Store