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Hi SnowGlobe,

In this post you will find all the necessary information to contact our Support team and get help to report and troubleshoot issues with our products.


How to access the Support Portal
You can reach our resources to troubleshoot technical issues and to provide deeper knowledge about our products through our Snow Support Portal. This Portal is also the best way to contact our 1st line team of engineers specialized on Snow products and access our Knowledge Base Article collection. The Support Portal is accessible from the community homepage, clicking on Resources > Snow Support Portal. Or directly here:


What is available in the Support Portal

In the landing page you will find 4 sections:

  • “Search the community”: type here your question or keywords. The search will work among all our content (Knowledge base, Community, Cases)
  • “Find your solution” brings you to the Knowledge Base page
  • “Ask the community” leads you back to SnowGlobe community
  • “Work with your cases” allows you to create a new case and also to read, update, close and search your archived and open cases.



Find your solution – The Knowledge Base (KB)

In the KB you can find more than 1000 articles (KBA) written by Snow engineers. We suggest you to subscribe to KBAs to always be up to date about a specific topic, as we constantly update them with new content and findings.

As your feedback is very relevant for us, at the bottom of each article you can add a comment, rate it or mark it as helpful/unhelpful.


To know more: Bringing more relevant information to your fingertips: Updated Support Portal


Ask the community – SnowGlobe

If you choose the second option “Ask the community” you’ll be redirected here in SnowGlobe.

SnowGlobe is friendly place to get answers on all things SAM, especially regarding Snow Software solutions and products. You will discover insights, learn best practices, and make connections with industry experts and other SAM users. SnowGlobe is open to everyone and anyone can join and participate. While most content is available in read-only mode without a login, you do need to register in order to leave comments, ask questions, or post blogs.


To know more: How to: SnowGlobe, the community of Snow Software


When in doubt between Support Portal and SnowGlobe…

Although the 2 portals seem similar, they are not, as the purpose is different. Recently I’ve written this short blogpost giving some examples about when it’s better to choose SnowGlobe and when Support: Snow Globe vs Snow Support: what's the difference 


Work with your cases

If you haven’t found a proper solution among our Knowledge Base Articles and the Community could not provide a resolution hint, it’s time to contact our Support Team.

When you click on “Work with your cases” you’ll reach the Cases page, where you’ll find:

  • Open a case – click here to create a new Case. Each case has an ID, some precompiled data and some fields that will have to be filled by you.
  • Your account’s cases – you can find here all the cases opened by you or your colleagues.
  • Closed cases – here’s the archive of the closed cases that you can of course keep browsing for any need.

When you click on “Open a case” a form is shown. Some fields are mandatory (marked with an asterisk) but we suggest to fill all the fields, as this will help the Support engineers to better understand the situation and your Snow environment.

You can also open a case on behalf of a peer of yours, simply writing their name into the Contact field.
In case more people should be kept informed during the whole case analysis and resolution, these people’s email addresses can be written into the “Add email to watch-list” field.

To evaluate the priority of a case, we have a matrix that crosses the Impact and Urgency values, so be sure to choose the right ones from the 2 drop-down lists.


Important: in case you are experiencing a major outage/failure of the Snow platform, please reach Support via telephone: click here to get the phone number list. This will grant a quicker report of the issue and a more precise categorization in terms of severity and priority.

To know more about the Severity matrix, we’ve added it in our Quick Reference Guide.

Once you’ve submitted the case, you (and the people in watch-list) will start receiving email notifications when the case is updated by an engineer.

To verify the progress of a case or update it with your comments, you can click on “Your account’s cases”.

Once a case is marked as resolved and then closed by you – or automatically by the system after 7 days in Resolved state – you might receive a survey. Please fill it, as it’s very important for us to know what you’ve liked about our service and where we may improve instead.


To know more: Hand In Hand With Snow Support 

If you are opening a case to ask about a new software definition to be added to our Software Recognition Service (SRS), it would be useful to read the following guides: How to collect data and submit a new SRS request and How To Add Software To The Software Recognition Service

We are Snow Software and have plenty of things named after the lovely white and soft snow, of course.

One of these things is our Community: Snow Globe.
Unfortunately sometimes Snow Globe (or how we like to call it internally "the Globe") is confused with Snow Support Portal, not only for the name, but also for the purpose, so I think it would be good to remark the differences and how to use these tools to get the most from them.


Find below the most common questions about where to post and the right place to choose:


- I have a problem with a Snow Product and I get an error message. Who can help me to troubleshoot and solve it?

The Support Team, please reach them here: Snow Support Portal 


- I would like to discuss a challenge I have in my Snow infrastructure with some SAM peers that use Snow products.

Feel free to post in Snow community forums: Snow Globe (Snow product hub direct link)


- My Snow infrastructure or one of its parts just stopped working, what could I try to do to solve it? 

If there's a major outage, please contact immediately our Support Team: by phone (see contacts here)or by Snow Support Portal 

If there's a minor issue you'd like to discuss first with other Snow peers, it's fine to post a question in our community, as many of our users and Advocates are very skilled! Snow Globe (Snow product hub direct link)


- I have an issue with a Snow product and I know this can be fixed with a specific patch and/or script. Who can provide it?

Please contact Snow Support Team: Snow Support Portal 


- The community is a nice platform, but I don't know how to use it or feel comfortable to post as I'm new to Snow world. 

No worries, we offer plenty of user guides about the community use and netiquette. Also, the community users are a very variegated group, with juniors and seniors on SAM topics, so don't worry! There's no stupid question or silly answer. You're more than welcome here!

Some help here:

Welcome to Snow – Where to start and things to know 

How to: SnowGlobe, the community of Snow Software 


Are you still unsure if it's better to post here in SnowGlobe or open a case to our Support Team? Feel free to ask me/us leaving a comment below!

Hi SnowGlobe!


For those interested in Customer Success and Customer Journey, we have a dedicated series of webinars available for our community users.


In 2018 our UK team did 7 webinars that have been recorded and can now be accessed on demand.

We strongly recommend watching them all, but you could anyway choose the ones you prefer. It's also a nice chance to virtually meet some of our Customer Success Managers (CSM), like harri.carroll, Vess, jens.iwarso and carel.gouws, and of course other Snow Software employees from other teams.


Episode 1: Customer Success Webinar Series

Meet Carel, Harri and Simon from our Customer Success team as they answer frequently asked questions, share their top tips for customer success and talk you through the series to come.


Episode 2: How do I realize value from my investment in Snow?

In this mini episode, Customer Success Manager, Harri Carroll, will introduce Julia from Snow’s Business Consultant team, who will talk about assessing your SAM Health to ensure Snow customers realize the full potential of their use of and investment in Snow software.


Episode 3: Automation – Joiners, Movers, Leavers

Simon from our Customer Success team will introduce us to David Hitchen, the Global Automation Specialist at Snow Software, working with customers to ensure the success and value of our technology. He focuses on service life-cycle and automation to enable companies to move from Basic IT (cost centre) to Dynamic IT (business enabler).


Episode 4: How to get the most from Snow Support

Carel, Director of Customer Success will introduce us to James and Tom who will talk us through the support portal and Knowledgebase. This webinar provides a guide on how to get the most from Snow Software Support. It provides an overview of our services and response times, as well as tips on finding answers quickly via our Support Portal and extensive online support content.


Episode 5: How the ITAM Maturity Curve is Changing

Simon Vessey from the UKIMEA Customer Success team is your host with Victoria Barber, Director of Product Strategy, as they discuss the future of ITAM. The ITAM Maturity curve has changed over time and the focus is moving from licence compliance to business intelligence and decision support. Join Simon and Victoria as they discuss people, process and technology.


Episode 6: Cloud Discovery – Who is really paying for your SaaS applications?

In this episode of the series, Simon Vessey, UKIMEA Customer Success Manager, meets with Mark Lillywhite, UK Pre-Sales for a whistle stop re-cap of the popular SnowStorm London breakout session where we explored the most common causes for concern and how Snow's solutions can help to address questions such as Who has access? What's the uptime SLA? Where is the data actually stored? and What are the subscription terms?


Episode 7: Analytics – Diving into the Data

In this 20 minute webinar, Simon Vessey, UKIMEA Customer Success Manager, is joined by Leigh Martin, Director of Analytics at Snow. Simon focuses on ‘Diving into the Data’; a replay of Leigh’s popular SnowStorm breakout session in London and Manchester earlier this year. Leigh will introduce you to and expertly guide you through the Snow Analytics solution and the growth of the Snow Data Intelligence Service.


We also suggest to watch these 2 additional webinars, about Automation and Licensing:


Bonus Webinar: Automation – Software Re-Harvesting & Cloud Provisioning

We journey to Sweden with Mark Potts from the UKIMEA Pre-Sales team in this special bonus webinar. Mark joins Jens Iwarson, Customer Success Manager for the North East Europe region, as he introduces us to David Svee, Snow’s global Automation product specialist. Together, they explore why automation software re-harvesting is a source of great savings. They discuss how it really works with demonstrations, what savings it can bring and Mark shares his real-world experience in how to achieve control and transparency.


How To Upload Your License Entitlement & Reap The Benefits

Snow’s team of licensing consultants will explore how to carry out simple validation checks and share their experience and specialist expertise in license management for Microsoft, IBM, Oracle and Adobe product suites.

Since SnowGlobe was born, many Snow employees (and not only!) have created content in form of Blog Posts, Discussions and Documents. Some of these posts went a bit lost in the flood of interesting threads and often we got the request to collect them somewhere.


I've started this huge search last week, but it has not ended! I'm still digging into our Community pages, to find the best posts we shared during these months. In this main page I'll collect only the ones created by Snow Employees, but feel free to add in a comment all these posts you find interesting to share with the community, even the ones done by yourself! No shyness allowed 


At the bottom of this list you can find the authors of the content below, in rigorous alphabetical order.



Welcome to Snow – Where to start and things to know



How to: SnowGlobe, the community of Snow Software

Developing Ideas

There’s no idea like a Snow idea



Knowledge Base Articles (KBA): new subscription page

Hand In Hand With Snow Support

Bringing more relevant information to your fingertips: Updated Support Portal

Better, Faster, Personalized: Snow Announces the New Face of Support

Staying up-to-date with known issues




How To Find Log Files

How to stay 'Up to Date' with Snow Software

HowTo modify Snow logfile location to different location

Basic Tipps for a stable Snow Environment

Microsoft SQL Server management in SLM : best practices

Windows Application Virtualization

Snow pre-requisites: Microsoft SQL Server – which edition is required?

Different ways to integrate with 3rd party tools / ITSM / Help desk

Different ways to integrate with ITSM / Helpdesk

Improving and Monitoring SQL Performance - Where To Start

Installing Snow Software Platform Core



Snow Inventory Agent Update

How to perform an Inventory Concept

How To Perform A Manual Scan

How to find version information

Using earlier Snow Inventory agents to scan older operating systems

How to use the new feature “Snow Dynamic Inventory” - Part One

Snow Active Directory Discovery

Snow Agent Monitoring

SNOW agent vs SCCM Agent for SAM data gathering

How are you ensuring 100% Inventory?

Getting the Most Out of Snow Inventory Discovery

How to: Using Snow Inventory Agent to collect registry values

HowTo Inventory Server Multiple Endpoints



How to prepare for the SLM9 upgrade

Best practices when enabling Snow Cloud Application Metering

Microsoft License Statement (MLS) import & tailoring : best practices

Virtual Desktop Infrastructure (VDI) management in SLM : best practices

Office365 news facts

Digital Contract Management System in SLM : best approach

Microsoft Windows Server management in SLM : best practices

Snow License Manager Coverage For Windows Desktop Virtualization

Snow License Manager Coverage For  Windows Session Virtualization

How Snow metering of windows application usage works.

Windows Server licensing

Compliance exclusions

Enhanced search

Report enhancements in Snow License Manager 9.2

Windows 10 Version Number reporting in Snow License Manager

How to use 'License Assignment Import' - Part 1

Blacklisted applications - What to Blacklist?

Cloud Control: Snow Web App Metering – Old Vs New

Workaround: Sharing Snowboards

How to: Using collected registry values to create SLM report

New report: Files per computer

How To Manage Compliance Exclusions in Snow License Manager 9.0.1

Bulk Computer Archiving In Snow License Manager

HowTo - create custom field dropdown list 

Microsoft Visual Studio Subscriptions Overview

Windows Server compliance changes, SLM 9.2.X

How to identify the need of Microsoft RDS User CAL based on actual usage

How do I get my IBM License Entitlement?

Control the "Nearing End of Life / End of Support" Report Criterias

Design and Planning of the organisational structure in Snow License Manager

Adding an Oracle order

Application Cost vs License Cost


Snow Integration Manager

Snow WEB API user restrictions

How SLM 8.3 calculates coverage and compliance for Microsoft Office 365 applications

Add and remove Office-365 subscriptions directly in Snow License Manager 8.3

Office-365 user activity view updated

How to use the Office 365 user activity view for subscription harvesting and optimization

Understanding the Office 365 user activity view

What is user linking for Office-365 and how to manually link users in SLM

Faster compliance calculations with SLM 8.2.2


Snow for ServiceNow

Snow for ServiceNow – Technical Installation Overview

ServiceNow Connector 3.1 High-Level Q&A


Automation Platform

Best practice building workflows

PowerShell Web Services Object properties

Automate a process with the Automation Platform (AP)

The power of going Open Source

What AP has been up to lately on SnowGlobe

Inventory Services – What do you have?

Quick wins with automation - Order Form Template


Software Recognition Service (SRS) and Data Intelligence Service (DIS)

How to collect data and submit a new SRS request

How To Add Software To The Software Recognition Service

DIS: Zoom meetings

DIS: Microsoft o365 connector - subscriptions

DIS: Microsoft Office 2016 / 2019 / 365

Different Methods Of Providing Data For Snow Recognition

Snow Update Service: The importance of maintaining Snow Update Service recognition updates


Device Manager

HowTo lock or wipe an Android device

Snow Device Manager – Scenarios

Installation of an Android APK file

Water-falling policies on mobile devices

What does device ownership allow you to do on Android devices?

Split Server SDM Install VS Single Server SDM setup

Supervising an iOS Device



Guten Tag, bonjour, konnichiwa! International user guides for SLM 9 web interface are here

Snow Integration Manager: all the Connectors user guides

Useful information about Snow License Manager 9.x

Agents v.6 User Guides

[Documentation] Snow system requirements

Linux and Mac Snow Agent Quick Install Guide



SAM Is Growing Up

Life as a Software Asset Manager is still not easy

Data, Apples and Pears

The Alphabet of SAM

The Alphabet of SAM  Part 2.

The Alphabet of SAM  Part 3. (O – Z)

Where does SAM belong in your organization?

GDPR impact on SAM

SAM is more than Compliance

What is SAM all about?

What wonderful complex, clever creatures we are!

Once upon a time in a land called SAM

Why it’s crucial for businesses to know what’s running on the network.

Are There Any Positive Aspects To A Software Vendor Audit?

Are you looking at the complete picture?

Is cross charging it worth the effort?

When is a SAM solution more than just a compliance tool?

Life of a Software Asset Manager is not easy



Security considerations, information and guides

Snow Inventory 5 – How Secure Is My Data?

...when final users have admin privileges...

GDPR assessment documentation in SLM

With Visibility Comes Security



The Data Update Job (SLM 9) will not run after manual termination

Why does Google Chrome show so many Run’s?

Troubleshooting a Snow Inventory 5 agent

UNIX Agent Troubleshooting – Real World Case Study



Reconciliation - The 6 steps of software asset management

Normalization - The 6 steps of software asset management

Inventory - The 6 steps of software asset management

Discovery - The 6 steps of software asset management

DINROS - The 6 steps of software asset management



Snow Academy: Snow for Cloud Learning Package For Free!

Snow Software Training: available courses and how to request access

Webinars: Customer Success, Customer Journey, Analytics and much more




- Ahlgren Mikael mikael.ahlgren

- Atkins Angela Angela.Atkins1

- Berger Oliver Oliver.Berger

- Boyle Tom Tom.Boyle

- Christoffels Jan Jan.christoffels

- Cora Alexander alexander.cora2

- Davies Craig craig.davies

- Eufinger Detlev detlev.eufinger2

- Frikken Jeroen jeroen.frikken

- Fryer Aaron aaron.fryer

- Frölin Oskar oskar.frolin2

- Gammay Siegfried sigam

- Heller Stefan stefan.heller

- Hirsch Marcel marcel.hirsch

- Joahnsson Joakim joakim.johansson

- Kirka Kadir Kadir.kirca

- Lillywhite Mark mark.lillywhite

- Macquet Geoffrey geoffrey.macquet

- Marquez Ana ana.marquez

- Meier Roland roland.meier3

- Memoli Ester ester.memoli

- Moldovan Sean sean.moldovan

- Newman Sophie Sophie.Newman

- Pascua Jorge jorge.pascua

- Rossouw Mike mike.rossouw

- Sautelle Tom thomas.sautelle3

- Savvides Chris christopher.savvides2

- Skanne Per per.skanne3

- Stellinga Robert Robert.stellinga

- Van Dam Benjamin benjamin.van.dam

- Verwulgen Peter peter.verwulgen2

- Wallenfels Bartosz bartosz.wallenfels

- Wijndelts Jelle jelle.wijndelts2

- Wood Stephen stephen.wood

- Yip Anthony Anthony.Yip

We welcome you in the community of Snow Software: SnowGlobe.

If you’ve either just joined our Snow Software world or simply want to have a refresh about our available tools, this is the right place for you.


The Community: SnowGlobe

Snow Software community is called SnowGlobe. Here you will find not only the discussion forums but also a lot of useful tools to get the best from your Snow applications.


The forum collection is called Snow Product Hub
Here you will find Snow employees, customers and partners actively participating to the discussions and we would like to hear also from you! To get more information about how to use the community, how to open a new thread or receive notifications, we have some quick tutorials available here: How to: Snow Globe, the Community.


There are badges to win and some interesting prizes are waiting for the most active community users, so be sure to complete your Profile and join us!


Knowledge Base and Documentation

Whether you’re searching for the most up to date User Guide or a How-To article, our Knowledge Base is the best place to check. 
The searches can be refined selecting one or more criteria from the column on the left side. The results can be ordered in several ways, like date or alphabetical order. You can also refine the research for the document type. For instance, if you’re searching for the latest User Guides, simply tick the box "User Guides" in the "Article Type" section on the left panel.


Self-training: Snow Academy

If you want to learn further about our software and discover some best practices, our Academy site is the right place! Snow Academy contains many videos and tutorials that can help you to improve your knowledge about our products and get the best from them. 
To know more about training options, beyond Academy: Snow Software Training: available courses and how to request access


The Products

Do you already know all our products? Do you want to know more about them or discuss about them in the related forums? Here's the full list!

SNOW INVENTORY (INV) - Discover devices, software and cloud services on all platforms, audit software installs and track usage. Discuss about it in the Inventory Forum

SNOW LICENSE MANAGER (SLM) - The heart of Snow, Snow License Manager tames the complexity, cost and risk of software and licensing. Discuss about it in the License Manager Forum


SNOW AUTOMATION PLATFORM (AP) - Automate key Software Asset Management, Cloud and mobile processes to accelerate adoption and increase ROI. Discuss about it in the Automation Platform Forum 

SNOW INTEGRATION CONNECTORS (SIC) - Maximize the value of existing investments with automated Inventory, ITAM and ITSM integrations. Discuss about them in the SIC Forum

SNOW DEVICE MANAGER (SDM) - A complete enterprise mobility management solution that handles the full lifecycle of mobile devices. Discuss about it in the Device Manager Forum

SNOW OPTIMIZER FOR SAP® SOFTWARE (SOS) - Software license optimization for one of the enterprise’s largest IT costs. Discuss about it in the Optimizer for SAP Forum



If you’re experiencing a technical issue and need help from our Support team, you can reach it here: Support Portal
Our service is provided through Cases that can be opened, commented, monitored, closed and even withdrawn in the “My cases” area. A detailed overview of the Support Portal is here: Snow Support: the portal, the service and useful tips


To get the best from our Support, we strongly recommend you to provide all the necessary information while opening a Case, so our technicians can help you promptly.  We also have some very useful guides about how to open a case in the most accurate way:

Hand in hand with Snow Support 

- How to find log files


Upcoming events: online and offline

We really wish to meet you in one of our worldwide events!
We like to arrange events in many languages all around the world, to meet our customers, partners and welcome anyone else interested in our software. To know when we will be close to your city and which are the upcoming events, you can check the always up to date list here: Upcoming Events.


Added to the events and tours we also do webinars, mainly in - but not limited to - English. They are included in the event list link, so don’t forget to come back from time to time and check them.



We like to improve our software and really appreciate your help, bringing your valuable suggestions into our features. We have a specific section of our community where these ideas are collected, voted by the community users and evaluated by Snow developers. The discussion board is called Snow Ideas Board.


We would really appreciate if you give a look to the existing Ideas open for voting and give your thumbs up (or down).

You can filter the Ideas for "Open for voting" status and let us know your thoughts about it.


If you want an overview of what we’ve already added to our applications, following the community suggestions, you can check the Ideas marked as implemented.


Blog: SAM, ITAM and Software Intelligence

If you’re a CIO, a CFO, an IT leader managing software consumption and costs and you want to know more, our blog is the right place for you.
Our authors post on our “Snow’s SAM blog” about IT Asset Management (ITAM), licensing, cloud software, Software Asset Management (SAM) and much more.


DINROS - The 6 steps of software asset management

The purpose of the framework DINROS is to understand current SAM tool capabilities, using that baseline to plan how and where to make improvements within six critical SAM activities. DINROS - The 6 steps of software asset management


We hope this article has provided several useful tips, links and suggestions, but do not hesitate to ask us any additional question you may have leaving a comment below.

Again, welcome to Snow and enjoy your time into our Community!

SnowGlobe is friendly place to get answers on all things SAM, especially regarding Snow Software solutions and products. You will discover insights, learn best practices, and make connections with industry experts and other SAM users. SnowGlobe is open to everyone and anyone can join and participate. While most content is available in read-only mode without a login, you do need to register in order to leave comments, ask questions, or post blogs.


The content

On SnowGlobe the users can create different kind of content, depending on the given user rights and permissions. For instance, usually the main type of post is a Discussion, while Snow Software employees can create Blog Posts. Below there are useful tips about how to choose the right content to create and how to do it.


Choosing the Right Content Type 

How To Ask A Question 

How to Create a Discussion 

How to Create a Document 


Each time you participate in a thread, like blog posts, discussions or questions, you’ll be notified about new comments and reactions. If you want to know more about notifications and how you can set them up, here you can find some useful tips:


Working with your Inbox 

Setting Up Your Notifications

How To Turn Off Notifications


Mark as Helpful or Correct

It’s very useful to mark a question as Correct or Helpful, to let the other users that the thread contains some relevant information to clarify, answer or solve the question.


Marking Answers as Correct or Helpful



There’s no networking without connecting to other users, so be sure to follow the most interesting users, your colleagues, the Snow Advocates or maybe even some competitor.


Connecting with Users



If you want to split the feed to follow specific users or groups of users, you can create Streams. For instance, you would like to create a stream for all Snow Software employees, or for all the SAM Specialists you’ve found among the community, or all the Italians. This can be done creating several Streams, following these steps.

Creating Custom Streams



I hope this quick guide will help you to get the most from our Community.

Welcome again to SnowGlobe!

This page is still under construction. Please visit later. Thank you for your patience.

This update version SOS 2.1.0 includes few feature enhancements and corrections.

Release Information

ProductSnow Optimizer for SAP® Software
New version2.1.0
Release DateSeptember 5, 2018
DistributionSupport Portal
Current StatusReleased


New features in SOS 2.1

Indirect usage: Digital documents

Digital documents analysis— this report shows all digital document data existing on selected data sources or digital document data for a selected user.

New menu item: Cost allocation

Cost allocation operations include defining cost center hierarchies and cost allocation schemes. In addition, this version includes a report for executing cost allocation, as well as viewing the results of cost allocation.

New menu item: User master data maintenance

Provides the capability for solution users to define and apply user master data schemes.

Management dashboard

This dashboard is now integrated into SAP Solution Manager (version 7.2 and later).

Inventory data/Snow License Manager data integration

This version includes a new report called Client applications from external sources.

Active Directory

A report called Active Directory Info is now included in Snow Optimizer for SAP® Software 2.1.


Enhancements in SOS 2.1

Additional report in Indirect Usage | External Accesses 

The External access overview report shows an overview of system access from and to external systems by using an RFC or a HTTP connection.

Indirect Usage | Third-party Product Namespaces

This report shows additional information about used namespaces that are not installed.

Additional fields in User Master Data 

The field SNC Name has been added to the user master data fields of ABAP systems.

Additional reports in Administration | Job Overview

Shows all existing and planned jobs of Snow Optimizer reports and supports any necessary changes, and Data for Inventory data and Active Directory data.

Additional report in ABAP Data Administration | Statistic data availability check

Shows the availability of statistics data (transaction ST03N) on satellite systems.

BusinessObjects Administration 

Load LMBI measurement file shows LMBI Rights IDs, the RFC destination REST Webservice declaration is only required for changes and no longer for reading data, and BusinessObjects offline data reports can now be loaded and created offline.

Additional condition type in Local Rules

Self-implemented condition allows the implementation of a self-developed condition to use in rule sets. A self-developed condition can consider specific objects and meet customized requirements.

Additional rule type in Global Rules

Resolve combination allows a license type combination to be resolved to a single license type.

Settings: Enhanced customizing

ABAP data load, HR connector with HR data source assignments (moved from Administration), AD connector, and inventory data can be customized.

HANA connection for tenant databases, HANA database usage report

Tenant databases can be connected separately. The report shows the usage of HANA databases.

Baseline report: User Licenses

Drill-down functionality for direct access to user master data.

Change Documents

In addition to the change documents for business processes, Snow Optimizer now also reads the changes for user master data, user authorizations, and user profiles.

Processing of large Usage Profiles

The performance of processing large Usage Profiles has been improved. 


Migration Requirements

To use the new Digital Documents feature, additional authorizations are required on the satellite systems. These are delivered as authorization role /DYNAM/SATELLITE_DIGDOC_LOAD, which is included in the collective role /DYNAM/SATELLITE_ALL.

If the delivered authorization role /DYNAM/MASTER_ALL is not used on the master—but more restricted roles are used instead—then these roles may need to be adapted for using the new features.

Release Notes


Snow Academy is an E-Learning Platform that provides our customers and partners with useful information regarding products and latest releases, as well as general licensing terms. Every customer and partner can login to Snow Academy with their Single Sign On (SSO) login credentials.


For our latest release 2018:1 we have created a learning package, that has been designed to enable our customers to experience our latest technology in a row of  training courses.


The Snow for Cloud learning package


Narrative and visual content


Is this really for free?

Yes. We are giving out this course with no charge. There are other courses that may be of interest for you. Please reach out to your account manager, if you need more information about contents and pricing.


Login to Snow Academy now!

  • Go to Snow Academy and login with your company email address.

  • Search for "CUSTOMERS: Snow for Cloud learning package" and enter the course.


Need assistance?

Only active customers and partners are enabled to login, private email addresses will not work. So please make sure, that you are using your company's email address. If you are a new employee and the access won't work, please reach out to your account manager and ask for permission.

Successful SAM starts with Inventory

There are a number of steps to a successful SAM program and the first key, important step begins with discovery; an exhaustive list of all of your computer assets.

Once you have this Discovery list, you can now start on targeted deployment with an Inventory Solution. You should then start to see your Discovered Computers list reduce as the number of your Inventoried Computers increase.

Your key companion here is the 'Computers that are not inventoried' report in Snow License Manager.


Never Ending Inventory

Newly deployed computers, whether physical or virtual, come and go on a daily basis in most organisations. Best practice is to configure your 'Gold Builds', 'Templates' or automated deployment tools to ensure anything new automatically receives a Snow Inventory agent or is covered by an Inventory Solution that's used together with Snow (SCCM, Altriris, etc).

In reality, there will always be inventory gaps for a variety of reasons; deployments that have bypassed processes, whether that be business or technical ones. This creates a challenge meaning that Inventory status rarely reaches 100%, or even close.

Inventory deployment should be a continual BAU process that needs constant assessment to determine the coverage of your IT Inventory. The perfect way to do this? A Snowboard of Course!



Multiple Discovery Tools? Multiple Reports?

It is not uncommon that different teams will use different tools for Discovery. Snow Discovery is one solution used by one team producing a report that could look slightly different to another report. 

Different teams that are not directly using and benefiting from Snow License Manager data could be having a much harder time to obtain and interpret Discovery Data; Extracting data in multiple formats, creating various SQL queries, PowerShell, etc, then merging data with VLOOKUP’s and other comparison methods, this is a very time-consuming task that leads to one team reporting one thing whilst other teams are see something different.

The Answer? Multiple Discovery Tools, ONE Report

Wouldn’t it be great if all this data from multiple discovery sources from different teams could be merged automatically, providing one complete comprehensive report that all parties could use with data fed from their own respective trusted sources?

There's an answer for this very challenge, by this using the Snow Integration Manager.

You may or may not have noticed the 'Import Discovery from file':


This allows discovery data to brought in to the 'Computers that are not inventoried' report.

It's easy to configure and only requires a minimal number of datasets, as seen below:



This solution will consolidate all your discovery data, regardless of the source or tools used, ensuring a commonality in reporting within cross functional teams to ensure you have the best data to act in with your Never Ending Inventory process.

And remember, if those teams do not have access to Snow License Manager, you can always set an automated schedule for the report to automatically appear in the inbox to where it's most needed!

For further information, look for SIC_UserGuide_DiscoveryDataFromFile.pdf on the Knowledge Base.

This blog post is all about installation sources and manual/automatic updates. Download installers, in case you want to perform a fresh installation. Configure your Snow Update Service to receive automatic product updates or to manually apply offline updates.


Current Product Versions

Get product versions of all Snow products here.


Installation Sources

Snow License Manager

Snow Inventory Server

Snow Integration Manager


Snow Update Service

All Snow products are being updated via Snow Update Service, which is a separate component coming with each application. It has two operation modes, which are described below.

You can open the Snow Update Service GUI here:

C:\Program Files\Snow Software\Snow Update Service\SnowSoftware.Update.Gui.exe


Automatic Update

This is the default setting. Snow Update Service relies on an internet connection to gather updates from the central Snow Update server. It will download updates the following components:

  • Snow Inventory Server
  • Snow License Manager
  • Snow Inventory Agents
  • Snow Management and Configuration Center
  • DIS Rules
  • SRS Rules

Updates are scheduled. This schedule can be viewed/changed in the Snow Update Service GUI under 'Change settings'.


Manual Update (Offline Mode)

As obvious, Snow Update Service requires an internet connection. If, for whatever reason, there is no internet connection available, you can use the builtin Offline Mode.

Let's say, we want to update the software using the offline mode.

  • Go to 'change settings' and click 'Use offline mode'. Hit 'Save' afterwards.
  • New menu entries appeared in the left menu. First, you need to export the Product Manifest by hitting 'Export product manifest' in the left menu. Safe this file to your local computer.
  • Visit the Snow Software Updates Portal, click 'Software Update'. Put in your email address in (the download link will be sent there) and upload the product manifest file. Hit 'Request package'.
  • After the creation process, download the package and transfer it to the server.
  • In the Snow Update Service GUI, hit 'Install offline updates' and refer to the update file. Finally, hit 'Install'.


You may have missed Snow Integration Manager in the list of automatically updated applications above. This is because it is currently not included in Snow Update Service and therefore needs to be updated manually. Watch this video to see a guide.



After reading this blog post you will be able to tell, which versions your products are on. I will focus on both the "easy" and the "techy" way. Both ways may be good to know, if  - in a troubleshooting case - one way won't work.


Version information is important to log a ticket, decide, whether an update has already been applied and much more.


An exact version consists of 3 digits and is built up in the schema Major.Minor.Patch. Version 8.5.2 would mean, that you are on Major version 8, Minor version 5, Patch 2. To find the right server, that your installation is located on, you can have a look at this guide. Once you are on the server, follow the described instructions to get the version information of your products.


If you want a complete version overview, your first source of truth should be the registry. You can open a computer's/server's registry by hitting WIN+R, typing 'regedit' and then navigating to the following path in the opened 'Registry Editor' (just like in a normal file explorer):

HKEY_LOCAL_MACHINE\SOFTWARE\Snow Software\Snow Update Service\Installed Products

This location stores all products's version information except of Snow Integration Manager and Snow Inventory Agent. These two need to be explored by the paths described below.

However if you are looking for one specific version information, one of the ways described below may be faster and more usable.


Snow License Manager

Easy: Go to your Snow License Manager web frontend by typing your server address in your browser. Login to the system by entering your user credentials. On the right top corner, click your username. then select 'About' in the dropdown menu. The version will be displayed in the blue space on the top.

Techy: Go to C:\Program Files\Snow Software\Snow License Manager\Web\Logs\Application on your Snow License Manager server. Open the most recent log file (e.g. 31-12-2018). Have a look at line four, which states your version.


Snow Inventory Server

Easy: Open the file C:\Program Files\Snow Software\Snow Inventory\Server\snowserverconfig.exe on your Snow Inventory server. In the bottom left corner, you find your version info.

Techy: Go to the registry and open the path HKEY_LOCAL_MACHINE\SOFTWARE\Snow Software\Snow Update Service\Installed Products\SnowInventory. Have a look at the key ProductVersion.


Snow Inventory Agent

Easy: Go to the control panel, then select "Programs and Features" or "Apps and Features". Scroll down to Snow Inventory Agent and expand the details.

Techy: Go to the path C:\Program Files\Snow Software\Inventory\Agent\. Right-click the file snowagent.exe, click on 'Properties', then select the 'Details' tab.


Snow Integration Manager

Easy: Open the file C:\Program Files\Snow Software\Snow Integration Manager\SnowSoftware.ExternalDataProvider.Properties.exe. Click on the 'About' button on the bottom left.

Techy: Open the folder C:\Program Files\Snow Software\Snow Integration Manager\. Right-click the file SnowSoftware.ExternalDataProvider.Properties.exe, click on 'Properties', then select the 'Details' tab. Cut out the third block to get your actual version.


If you are missing a product or encounter an error, please let me know.

This blog post will be updated on a regular basis.


Marcel Hirsch

How To Find Log Files

Posted by Marcel Hirsch Employee Jul 30, 2018

For many support cases, logs will be needed to investigate certain behavior. This blog post will tell you, where to find logs of your components.


Please provide the designated logs, if requested. You can of course do research by yourself, if you are encountering issues with certain components.


Depending on the size of your environment, applications may be spread over several servers. Find the right server for the appropriate function with these tables. Please keep in mind, that the sizing may also vary in your environment due to your preferences. To be 100% certain, please have a look at your installation documentation.


Up to 1000 units:

1000 to 5000 units:

More than 5000 units:


The described locations are for default installation paths. If you are using custom installation paths, the log locations may vary.

Snow License Manager (Web Frontend)

Snow License Manager Web Application general

Logs SLM key validation, DB connection status, application initialization status.

C:\Program Files\Snow Software\Snow License Manager\Web\Logs\Application 

Snow License Manager Web Application Error

Contains any error message generated within the web application.

C:\Program Files\Snow Software\Snow License Manager\Web\Logs\Error 

Snow License Manager Web Application Security

Contains information about failed user login attempts.

C:\Program Files\Snow Software\Snow License Manager\Web\Logs\Security 

Snow License Manager Web Application WebAPI

Contains information about WebAPI.

C:\Program Files\Snow Software\Snow License Manager\Web\Logs\WebApi


License Manager Services

Contains information about windows services, that are related to Snow License Manager functions.

Snow License Manager Event Store Service

C:\Program Files\Snow Software\Logs\EventStoreService

Snow License Manager File Import Service

C:\Program Files\Snow Software\Logs\ImportTool

Snow License Manager Notification Delivery Service

C:\Program Files\Snow Software\Logs\NotificationDelivery

Snow License Manager Office 365 Service

C:\Program Files\Snow Software\Logs\Office365Service

Snow License Manager Report Exporter

C:\Program Files\Snow Software\Logs\ReportExport

Snow License Manager Software Enterprise Agreement Service

C:\Program Files\Snow Software\Logs\SoftwareEnterpriseAgreementService

Snow Software Licensing

C:\Program Files\Snow Software\Logs\Licensing

Snow Software Licensing Service

C:\Program Files\Snow Software\Logs\LicensingService


Snow Inventory Server (Backend)



Snow Management and Configuration Center (SMACC)

C:\Program Files\Snow Software\Logs\SnowMACC



Snow Inventory Agent (Client Scanner)

Windows Agent 5

C:\Program Files\Snow Software\Inventory\Agent\data\snowagent.log

OSX Agent 5


Linux Agent 5


Unix Agent 5


Oracle (SIOS) Scanner

The log of the oracle scanner (sios.log) will always be found in the directory of the used Agent


Snow Integration Manager (External Components)

This component is most likely installed on your Snow Inventory Server.

C:\Program Files\Snow Software\Logs\Snow Integration Manager


Snow Update Service

C:\Program Files\Snow Software\Logs\UpdateService


Active Directory Discovery Tool

C:\ProgramData\Snow Software\Snow Inventory\Server\snowserver.log

C:\ProgramData\Snow Software\Inventory\Server\snowserver-<Date>.log


Data Update Job

The data Update Job is writing all log activities to the SnowLicenseManager database.

Get these logs by opening SQL Management Studio and firing the query select * from followed by the table name against the database SnowLicenseManager. Paste/Export the results to an Excel file.


Contains the log of the last Data Update Job. 


Contains the results of previous Data Update Jobs. 


Contains meta data for a number of completed Jobs. (table sizes, number of computers, number of users and so on.) 


Contains data about the errors within the Data Update Job



To sum it up, you are having server logs in the following directories:

C:\Program Files\Snow Software\Logs\

C:\ProgramData\Snow Software\Inventory\Server


This article is being updated on a regular basis. If you are missing any information, please comment and I will add information accordingly.


There comes the time, when you need support for your product. To save time, reduce questions and to speed up the whole support process, you as the initiator of a support case can do a lot.


Instead via email, open your ticket via the Support Portal

This gives you as the initiator a hand full of options, that you don't have via email.

  • You can add the product, component and version of the component, that you are having issues with. This reduces check backs with support.
  • After you selected your product, you receive articles that may help you to solve the problem by yourself. This can be a user guide or a qualified knowledge base article.
  • You can easily add people to the 'watchlist' of the ticket. They will be put in cc of every email, that comes in or goes out from the ticket. Put in your colleagues, business partner or Snow account manager to let them know, what is going on.
  • Set the impact and urgency to a correct level. This helps support to distinguish, which of your tickets deserves more attention than the other. You know best, what bothers you most.
  • You can track your open cases easily. In addition, you can see tickets of your colleagues as well. If they are on holiday or sick leave, you can jump in and work on their tickets, if you like.


Attach all relevant information

  • Logs are key. Attach as many logs, as you can find. If it is more than one log source, put them in different folders and name them wisely. Finally pack them as a zip archive and add them to the support case. Follow this guide to find the logs of your components.
  • When does your issue occur? Is it reproducible? The more information, the better.
  • Did anyone do any major changes prior to the issue? The earlier support knows, the faster your issue can be resolved.
  • How is your system setup? There are different sizings of Snow environments, depending on your total devices. Do you have a dedicated SQL server or a shared one? Do you have Snow License Manager and Snow Inventory running on the same server or on separate machines?


If you have any questions on this, please don't hesitate and comment this article.


This blog will guide you through the different steps of creating a new Automated process with the Automation Platform. From adding the Activity and setting up the workflow to creating the service itself.


We start with the parameters and activity. To add an activity in the Automation Platform you can use a PowerShell script or an executable. As an example, I use a simple PowerShell script which will create the different parameters and uses these parameters to create a user account in the Active Directory.


This script will create the activity with the different parameters. You can save the script as a ps1 file. For example: Onboarding new employee.ps1. Before you use the script make sure you have changed it according your own environment.












Write-Host "Starting to create AD user"

write-debug "Setting samaccountname to $givenName$surName"


$securePassword = ConvertTo-SecureString -String $password -AsPlainText -Force

New-ADUser -GivenName $givenName -Surname $surName -name $displayName -SamAccountName $samAccountName -UserPrincipalName $upn -Path "OU=DemoUsers,OU=Snow,DC=snowtrain,DC=local"

Add-ADGroupMember $SecurityGroup -Member $samAccountName

Write-Host User created


Adding a new activity to AP.

First, we start with creating an activity.


Action 1

Login to the Automation Platform with a user account with admin privileges and open the Activity Admin menu.



Action 2.

Click on +Add activity, upload the PowerShell script and click on Add activity.



Once the Activity is created you will see the Activity with all the Parameters.



Action 3.

On the General tab you can change some basic settings like:

1.   The Name of the activity.

2.   The Display name of the activity.

3.   The Description of the activity.

4.   You can add the Activity time savings.

(This setting will be used in the Automation Platform reports. Every time this activity is used in a service request you will save time because it is an automated process. So, let’s say, when you normally request a user it will take 1 hour. Once you implement this automated process you can request a new user in only 5 minutes. The time savings is 55 minutes.)

5.   Use the Category to categorize the different activities.

6.   The On error e-mail address is used to send an error notification in case something goes wrong.

7.   The Service account is used to execute the commands. So, in this case the service account need to have permissions to read and

      write in the Active Directory.



Action 4.

On the preview tab you can check the PowerShell script. If you want to change the PowerShell script you can only do so by editing it in the ps1 file on the server. See Activity path and file name on the General tab.


Add a new workflow to AP.

The second step is to create a workflow. We can attach different actions to one workflow but in this example, we will only attach the action created in the previous step.


Action 1.

Go to the Administrator menu and open the Workflow admin.



Action 2.

Click on +Add workflow, fill-in the form and add the workflow.

1.   Specify a name for the workflow.

2.   Select Order as the Type.

3.   Add a Description.

4.   Add a Notification e-mail address.

5.   You can use the Cope existing option to copy all settings and activities from an existing workflow.



Action 3.

Open the workflow and drag and drop the activity in the workflow. It is possible to add more activities to a workflow. For example, if you want to send an email after the new user is created in the Active Directory, you can add an Email notification activity to the workflow.



Action 4.

Save the workflow and check if the activity is available.



Add a new service to AP

After we’ve created the workflow we can start adding a new service. The service is what the end user will see in the Automation Platform website.


Action 1.

Go to the Administrator menu and open the Service admin.



Action 2.

Click on +Add service, fill-in the form and add the service.

1.   Add the Name of the service.

2.   Add the Display Name of the service. This is the name which is visible for the end user, requesting the service.

3.   Add a Manufacturer. In case you add a service which is delivered by a 3rd party you can add the name of this 3rd party in this field.

4.   Add the Description of the service.

5.   In the Order workflow, select the New AD user workflow

6.   Set the Status to Active.

7.   If you want, you can add a purchase Price for this service which is visible for the end user.

8.   If you want, you can add a rent Price for this service which is visible for the end user.

9.   Add the On error e-mail address.

10.   Instantiate is used to add the requested service to the My Task overview from the requester.



Configure the service in AP


Action 1.

Open the service New AD user and go to the Image tab. In the image uri you can provide the location and filename of an image stored on the Automation Platform web server. This image is then visible for the users, requesting the service.



Action 2.

Open the service New AD user and go to the Category tab. In the Category you can add the service to an existing category or create a new category.

Click on Edit categories to open the category editor and then add a child category. Add a category description and Save the changes.



Add the service to the new category and save the changes.



Action 3.

Open the service New AD user and in this service select the workflow New AD user on the Workflow tab.



Action 4.

Click on the View button to view the activity parameters.



Action 5.

We will now start with the configuration of each Parameter. We start with the technical part and will change the displayName, SecurityGroup, samAccountName, and the upn.



-   Open the displayName and select the tab Value population. Change the What kind of input field to use? In a Readonly field.


-   Add a parameter in the What is the value for this parameter?. Combine the parameter givenName and surname in this field like

   this: Workflow parameter: givenName Workflow parameter surname

   (When you start typing in the field it will automatically provide some suggestions.)



-   Click on Save all to save the changes.


-   Open the SecurityGroup and select the tab Value population. Change the What kind of input field to use? In a Dropdown field.


-   Select the Static value list tab and create a dropdown list.

   (This list is a static list with Active Directory security groups. It is also possible to setup this list as a dynamic list by using a    PowerShell web service via the PowerShell web service tab.)


   Click on the + sign after the dropdown list and add a name to the form. Choose a Display name and a Value. The display name is    what visible in the dropdown list. The value is used in the PowerShell script to select the right AD Security Group. By clicking on the +    you add the row to the dropdown list.



   Add more AD Security Groups to the dropdown list.

   (The value need to match the Security Groups in the Active Directory.)



-   Click on Save and select the AD Security Groups dropdown list in the Static value list.

-   Click on Save all to save the changes.




-   Open the samAccountName and select the tab Value population. Change the What kind of input field to use? In a Readonly    field.


-   Add a parameter in the What is the value for this parameter?. Combine the parameter givenName and surname in this field like    this:

   Workflow parameter: givenName.Workflow parameter surname

   (When you start typing in the field it will automatically provide some suggestions. To add the “.” between the 2 parameters first use a    space and replace this later with a “.”.)



-   Click on Save all to save the changes.



-   Open the upn and select the tab Value population.


-   Add a parameter in the What is the value for this parameter?. Combine the different parameters to generate an e-mail address.    Use the samAccountName parameter and add the domain name like this:

   Workflow parameter: samAccountName@snowtrain.local

   (When you start typing in the field it will automatically provide some suggestions. Just type the domain name after the parameter.)



-   Click on Save all to save the changes.


Action 6.

We can now start the first test of our new service.


-   Go to the Start menu and open the User Management.



-   Add the New domain user account service to the shopping card and click on Checkout.



As you can see the form is not very user friendly. We will change this after our test.

1.   Select the SecurityGroup.

2.   Add the givenName.

3.   Add a password.

4.   Add the surname.

5.   Submit the request.



You can follow the status under the My requests page.



You can check the result by validating the new user account in the Active Directory. You can see there is a new user which is a member of the Sales Security Group



Finetuning the new service:

As you can see the form is not very user friendly. Strange labels and data fields which are not in the right order. We can change this by changing the parameters from this service.


Action 1.

Go to the Administrator menu and open the Service admin.



Action 2.

Open the service New AD user and in this service select the workflow New AD user on the Workflow tab.



Action 3.

Click on the View button to view the activity parameters.



Action 4.

We will now start with the configuration of each Parameter.



-   Open the SecurityGroup and select the tab General. Change the Display name to 5. Department

-   Click on Save all to save the changes.



-   Open the displayName and select the tab General. Change the Display name to 3. Full name

-   Click on Save all to save the changes.



-   Open the givenName and select the tab General. Change the givenName to 1. First name

-   Click on Save all to save the changes.



-   Open the password and select the tab General. Change the password to 4. User password

-   Click on Save all to save the changes.



-   Open the samAccountName and select the tab Value population. Uncheck the Checkout view checkbox.

   (This will hide this parameter from the user request form.)

-   Click on Save all to save the changes.



-   Open the surName and select the tab General. Change the surName to 2. Last name

-   Click on Save all to save the changes.



-   Open the upn and select the tab Value population. Uncheck the Checkout view checkbox.

   (This will hide this parameter from the user request form.)

-   Click on Save all to save the changes.



Finetuning the new service:

The service is now ready, and you can request a new user account.





This configuration is very basic, but you can use this procedure to create more complex automated processes.

Hopes this helps you on your Automation Platform journey.