This documentation supports the 25.1 version of BMC Helix ITSM Asset Management.To view an earlier version, select the version from the Product version menu.

CIs are not related to a software license certificate

In the Mid Tier interface, when License Engine runs, the CIs are not related to a software license certificate.

Issue symptoms

  • The categorization specified on the license certificate does not match the categorization of the discovered CIs.
  • No job has been run to connect the CIs to the certificate.
  • The license type is not correctly configured.
    When creating a license type, an administrator specifies how the connection question and answers map to CIs in BMC Helix CMDB. An error in this mapping can result in no CIs being related to the certificate.
  • License Engine did not complete its run.
  • The Company attribute (or another attribute used to connect the CI to the license certificate) is not set on the CIs.
  • No software license certificates apply to the CI.
  • A CI is related to multiple certificates because the License Engine cannot determine the appropriate certificate.

Issue scope

  • No CIs are related to a software license certificate.
  • One or more CIs are not related to any software license certificate.

Resolution

The following table lists the issue symptom and resolution: 

Issue symptom

Resolution

The categorization specified on the license certificate does not match the categorization of the discovered CIs.

Review the software license certificate. For more information about reviewing the software license certificate, see Reviewing-upgrading-and-updating-software-license-certificates.

Make the following changes to the categorization in the software license certificate:

  • Make it similar to the categorization in the CI.
  • Keep it blank.

No job has been run to connect the CIs to the certificate.

Open the Manage License Jobs console, as described in Managing jobs that automatically attach CIs to license certificates, and check the history. View the jobs to determine whether any jobs apply to the license type.

The license type is not correctly configured. When creating a license type, an administrator specifies how the connection question and answers map to CIs in BMC Helix CMDB. An error in this mapping can result in no CIs being related to the certificate.

Open the AST:ConfigRuleSet form to find issues in rules. This intermediate form is between the Configure License Type wizard and License Engine.

An administrator can examine the license type, and also check the connection question as described in Software License Management overview.

License Engine did not complete its run.

Verify that the following forms exist:

  • RLE:RunHistory — Provides information about each License Engine run, including status (Pending, Running, Aborted, Completed, Completed with Warning, Completed with Errors)
  • RLE:EngineExceptions — Lists Java exceptions, RLE exceptions, and the ruleset ID
  • SWLMFilter.log — This log file is typically located in the C:/Program Files/BMC Software/ARSystem/ARServer/Db/SWLMFilter.log directory of the server. If you turn on logging, this log file provides details of the License Engine job run. Logging is configured from Application Administration Console, as described in Configuring-the-license-engine.

The Company attribute (or another attribute used to connect the CI to the license certificate) is not set on the CIs.

Search and open the appropriate CI, as described in Searching for tickets, assets, resources, and people in BMC Helix ITSM. The Company and Manufacturer attributes are always used to connect a CI to a license certificate.

The requirement of other attributes for a connection depends on the license type. For example, for a site license, the Site attribute must be specified on the computer system on which the product is installed.

No software license certificates apply to the CI.

On SAM Console, check the Unrelated CIs section. This section lists the CIs that could not be matched to the license certificates by a job.

View the license certificate as described in Working-with-a-software-license-certificate. If no other CIs are displayed on the Software Assets tab, check if any of the issue scopes mentioned in this table are applicable, and implement the related resolution. If the Software Assets tab lists incorrectly related CIs, check if any of the issue scopes mentioned in Incorrect-CIs-are-related-to-a-software-license-certificate are applicable and implement the related resolution.

A CI is related to multiple certificates because the License Engine cannot determine the appropriate certificate.

On SAM Console, check the Unrelated CIs section. This section lists the CIs that could not be matched to license certificates by a job.

Review the inbox for a message with additional details. From the inbox message, you can relate the CI to the appropriate certificate.

 

Tip: For faster searching, add an asterisk to the end of your partial query. Example: cert*