Skip to page contentSkip to chat
ServiceNow support
    • Community
      Ask questions, give advice, and connect with fellow ServiceNow professionals.
      Developer
      Build, test, and deploy applications
      Documentation
      Find detailed information about ServiceNow products, apps, features, and releases.
      Impact
      Accelerate ROI and amplify your expertise.
      Learning
      Build skills with instructor-led and online training.
      Partner
      Grow your business with promotions, news, and marketing tools
      ServiceNow
      Learn about ServiceNow products & solutions.
      Store
      Download certified apps and integrations that complement ServiceNow.
      Support
      Manage your instances, access self-help, and get technical support.
[SAMP]Reconciliation hung or execting for long time. - Support and Troubleshooting
  • >
  • Knowledge Base
  • >
  • Support and Troubleshooting (Knowledge Base)
  • >
  • [SAMP]Reconciliation hung or execting for long time.
KB0824130

[SAMP]Reconciliation hung or execting for long time.


2446 Views Last updated : Nov 14, 2024 public Copy Permalink
KB Summary by Now Assist

When Running SAM reconciliation either for all publishers or just Microsoft, the reconciliation is getting hung up on the Microsoft suites and taking hours to process. All other items finish in seconds. 

Technical Details:

  1. SAMPSuiteEngine uses DMToSM to cache the software models for a discovery model. However, getCollateralSuiteParents corrupts the cache by updating the array returned from _getSoftwareModelsFromDiscModel
  2. Also, when looping over cmdb_m2m_suite_model, SampAggregate should be used instead of SampRecord when getting the parent suite models

Cause: 

  1. The root issue is with the suite engine cache (DMToSM) being corrupted resulting in thousands of extra queries being executed. More granular is that hundreds of extra queries are executed for each install resulting in the suite engine taking ~5 seconds to process each install. So 5 sec * 7000 installs ~ 10 hours.

Troubleshooting:

  1. Check the sys_trigger table and could not find "SAM - Software License Reconciliation" job executing on the worker thread
  2. Kill the Job for a quick resolution

The world works with ServiceNow.

Sign in for more! There's more content available only to authenticated users Sign in for more!
Did this KB article help you?
Did this KB article help you?

How would you rate your Now Support digital experience?

*

Very unsatisfied

Unsatisfied

Neutral

Satisfied

Very satisfied

Very unsatisfied

Unsatisfied

Neutral

Satisfied

Very satisfied

What can we improve? Please select all that apply.

What are we doing well? Please select all that apply.

Tell us more

*

Do you expect a response from this feedback?

  • Terms and conditions
  • Privacy statement
  • GDPR
  • Cookie policy
  • © 2025 ServiceNow. All rights reserved.