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Description

Customers will experience reconciliation failure across products after the instance is upgraded from Madrid (or older) to New York (or later) releases when they have suite components configured for non-licensable products. Failure occurs when the Suite Engine consumes software installs whose inferred suite is populated but the inferred suite level is set to 0.  

We introduced a field called Inferred Suite Level on the software install table in NY which has a defaulted value of 0. If a customer has non-licensable suite components configured in software models and when they upgrade, from say Madrid to NY, the inferred suite is already set for those installs that were discovered before the upgrade. During the upgrade, the inferred suite level takes the default value for the existing installs which is 0.

From the logs, we can see below exceptions when reconciliation is run.

SAM:ReconciliationEngine: at sys_script_include.444d8294c32222006081face81d3aebf.script:478 (anonymous)
at sys_script_include.444d8294c32222006081face81d3aebf.script:47 (anonymous)
at sys_script_include.444d8294c32222006081face81d3aebf.script:270 (anonymous)
at sys_script_include.30bbdf9587f52300923aa75fe5cb0b97.script:251 (anonymous)
at sys_script_include.30bbdf9587f52300923aa75fe5cb0b97.script:229 (anonymous)
at sys_script_include.6761b0dd0b1232001a17650d37673a77.script:69 (anonymous)
at <refname>:3 (sampSoftwareLicenseReconciliation)
at <refname>:1
: no thrown error

TypeError: Cannot set property "ef31eb9d1b658054849721be6e4bcb03" of undefined to "1"

Script Include used :

"SAMPSuiteEngine" :
https://<instance name>.service-now.com/nav_to.do?uri=sys_script_include.do?sys_id=444d8294c32222006081face81d3aebf

Steps to Reproduce

Customer upgrading from Madrid (or London) to New York (or higher) releases and are having non-licensable suite components configured in their software models.

  • Run reconciliation and notice the reconciliation is failing.
  • Verify the logs to see the exception as per the description.

Workaround

Below is the script to fix the installs:

var install = new GlideMultipleUpdate('cmdb_sam_sw_install');
install.addNotNullQuery('inferred_suite');
install.addQuery('inferred_suite_level', '0');
install.addNullQuery('norm_product');
install.setValue('inferred_suite','');
install.setValue('inferred_suite_level','');
install.setValue('inferred_suite_product', '');
install.setValue('inference_calculated', 'false');
install.execute();

 

To see which installs the above script will update, apply the following criteria on the installs table
  • Go to installs list view (cmdb_sam_sw_install)
  • Add a filter with inferred suite is not empty, inferred suite level is 0 and Normalized Product is empty

 

Once the script is executed and all installs are fixed, run reconciliation.


Related Problem: PRB1381108

Seen In

SR - IRM - GRC Profiles - Madrid 2019 Q2
SR - ITOM - CMDB CI Class Models - 201908
SR - ITOM - Discovery and Service Mapping - 201908
SR - ITOM - Fundamentals Istanbul Jakarta Kingston r1 - v5.99.6
SR - Security - Integration Framework - Madrid 2019 Q2
SR - Security - Support Common - Madrid 2019 Q2
SR - Security - Support Orchestration - Madrid 2019 Q2
SR - SIR - Have I Been Pwned Integration - New York 2019 Q3
SR - SIR - Palo Alto AutoFocus Integration - New York 2019 Q3
SR - SIR - Security Incident Response - Madrid 2019 Q2
SR - SIR - Store SecOps Setup Assistant - Madrid 2019 Q2
SR - SIR - Store Threat Core - Madrid 2019 Q2
SR - SIR - Store Trusted Security Circles Client - New York 2019 Q3
SR - SIR - Threat intelligence - New York 2019 Q3
SR - SIR - VirusTotal Integration - New York 2019 Q3
SR - VR - Qualys - New York 2019 Q3
SR - VR - Vulnerability Response - New York 2019 Q3
SR Hybrid Analysis Kingston r1 - v5.0.9

Intended Fix Version

Paris

Fixed In

New York Patch 6
Orlando Patch 1

Safe Harbor Statement

This "Intended Fix Version" information is meant to outline ServiceNow's general product direction and should not be relied upon in making a purchasing decision. The information provided here is for information purposes only and may not be incorporated into any contract. It is not a commitment, promise, or legal obligation to deliver any material, code, or functionality. The development, release, and timing of any features or functionality described for our products remains at ServiceNow's sole discretion.

Associated Community Threads

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Article Information

Last Updated:2020-05-18 11:22:52
Published:2020-03-12