Rule 11 - Handling of Installed Software, Software Packages and Install Counts in ServiceNow

Rule Synopsis

These are the rule/s that control how CI Sync interacts with the following data elements in ServiceNow:

1. How CI Sync interacts at a record level with the cmdb_ci_spkg table

2. How CI Sync interacts at a record level with the cmdb_software_instance table

3. How CI Sync interacts at a attribute level, specifically the “Install Count” attribute on the cmdb_ci_spkg table.

For ease of reference, the relationship between the various tables is shown below.

Rule Details and Default

Customers can decide to include Installed Software when creating and running a CI Sync Job. Installed Software is included via the Step 2 Selections page in the CI Sync Web UI (see below).

If Installed Software is selected in a sync job, CI Sync interacts with the tables outlined below.

1. The cmdb_ci_spkg table

   1. Table Purpose: In ServiceNow this table represents the software product or package itself, independent of where it is installed.

   2. CI Sync behaviours:

      1. CI Sync does create a new software package record if CI Sync inserts a new software instance record (in the cmdb_software_instance table explained below) and there is no existing software package for the new software instance.

      2. CI Sync does not delete records from the cmdb_ci_spkg table. Instead, CI Sync retires records in the cmdb_ci_spkg table if CI Sync has removed the last remaining software instance from the cmdb_software_instance table (which is explained below).

      3. CI Sync does not directly modify the “Install Count” attribute in the cmdb_ci_spkg table. Instead, ServiceNow has sole responsibility for managing the “Install Count” attribute. See the “Additional Information” section below for more information about ServiceNow’s use of the “Install Count” attribute.

2. The cmdb_software_instance table

   1. Table Purpose: In ServiceNow this table represents a specific installation of software on a specific device/CI.

   2. CI Sync behaviours:

      1. CI Sync does create new software instance records for all of the installed software records on a given IT asset in the source system.

      2. CI Sync does delete existing software instance records if the related software/application has been removed from the IT asset in the source system (e.g. if a piece of software has been removed from a windows server, then CI Sync will delete the software from the cmd_software_instance table for the related CI).

      3. None of the above behaviours impact the “Installed Count” attribute on the cmdb_ci_spkg table, because that attribute is managed solely by ServiceNow itself. See the “Additional Information” section below for more information about ServiceNow’s use of the “Install Count” attribute.

Override Options

N/A

Overriding via Connection Settings

N/A

Additional Information

The following is offered by Syncfish to explain ServiceNow’s behaviour for the “Install Count” attribute in the cmdb_ci_spkg table. Customers should contact ServiceNow directly for further information.

• This count value is aggregated by ServiceNow as part of periodic processes.

• As per ServiceNow KB1564558 ‘In the Software Package<cmdb_ci_spkg> table the field "Install count" and a Related list "Installed on" are synced using a Scheduled Job(Count Software Licenses).’

• ServiceNow have provided a direct link to the scheduled job noted above via https://<instancename>.service-now.com/sys_trigger_list.do?sysparm_query=sys_idSTARTSWITHddabbfc70a0a0b1500d9ee9973fe0bc4

• There are no real-time updates performed on Software Package Install Count either - this would cause a performance impact if every update to Software Installations triggered metric updating.

• There are script libraries within ServiceNow that can be leveraged to periodically update the Install Count, and these should typically be triggered by background maintenance scripts via scheduled jobs or a similar mechanism.

Related Rules

N/A

Support Model for Rule Overrides

Syncfish do not provide any override options for the tables and behaviours described on this page, as the default CI Sync configuration align to ServiceNow best practice.