Even with Connect-It scenario between HP Asset Manager (AM) to Service Manager (SM) running, for quite some time we had an issue where certain models did not carry over to Service Manager.
It turns out, one little detail was overlooked. By design, not all models you have in Asset Manager need to be seen in Service Manager. AM as the single repository of all assets will always contain more models including some of the unknown and “catch all” models. And all these unreconciled models don’t need to be brought over to the HelpDesk. So when a model needs to show up in Service Manager, make sure that the Publishable in Service Manager check box (SQL field: bPubInSSC in amModel table) is checked. The check box can be found in the Models screen, in Certification category under General tab.