Our operating system fields are not updated from SAM to APM

Products

• CA IT Asset Manager
• CA Software Asset Manager (CA SAM)
• ASSET PORTFOLIO MGMT- SERVER
• CA Service Management - Asset Portfolio Management
• CA Service Management - Service Desk Manager

Issue/Introduction

We have updated several devices in SAM with new operating systems.  We do not see the new operating system update to the same asset in APM. 

Cause

The APM hardware reconciliation service will not automatically add a new operating system during the data syncronization between SAM and APM. 

 

Environment

CA Asset Portfolio Management 12.x, 14.x, 17.x releasesCA Software Asset Management 4.x releases

Resolution

The reconciliation message queue will report a 'Missing Operating system' message for those new operating systems from SAM devices. 

 

Add the missing operating system values into APM, under Administration -> List Management -> Operating system either using the graphical interface or using the data importer.   You may also create data normalization rules to standardize your operating system values. 

Additional Information

An overview of the hardware reconciliation process can be found in our online documentation:  https://docops.ca.com/ca-service-management/14-1/en/using/asset-management/hardware-asset-management/hardware-reconciliation