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SIM is not displaying ServiceDesk licenses correctly.

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Article ID: 163652

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Updated On:

Products

IT Management Suite ServiceDesk

Issue/Introduction

When viewing ServiceDesk (SD) Solution licenses in Symantec Installation Manager (SIM) old or expired licenses may be shown. This is usually noticeable when trying to add new SD Solution licenses and checking the list to verify successful installation.

Environment

SIM 8.0.98 (ITMS 8.0 HF3)

Cause

There is no functional impact from this issue, licensing does work properly but SIM is not able to display correct information.

This is a visual issue with how SIM selects SD Solution licenses for showing. When this occurs, SIM has incorrectly selected 'ServiceDesk Technician' license (an optional license) details to be shown instead of the 'ServiceDesk Core' license (required) details.

More specifically, this affects any Solutions that have two licenses for the same Solution but SD Solution is currently the only such example.

Resolution

This issue has been resolved in 8.0 HF4 - See release notes for more information DOC9434

As a workaround to see accurate licensing information, License Removal Tool is able to show installed licenses and their statuses along with Expiration/AUP dates:
%ProgramFiles%\Altiris\Notification Server\Bin\Tools\RemoveLicense.exe