If an application is missing from SaaS Management, or its usage looks lower than you expect, work through these checks in order.

How to confirm SaaS Management is collecting usage for the client

1. Open the client you're investigating and select SaaS. Make sure you're looking at the right client and that its SaaS Management page loads.
2. Click Agent Deployment, then click the Installed Devices tab.
3. Confirm the affected devices appear in the list and have a recent Last Seen date. If they don't, see Deploying the SaaS Management agent.
4. Confirm the client's Data Collection Mode is SaaS Usage Mode. Device Data Only and Disabled don't collect application usage. To check or change it, see Configuring SaaS Management settings.

How to check the reporting period

Usage on the All Apps tab reflects only the reporting period you select.

1. On the client's SaaS Management page, click the All Apps tab.
2. Check the selected reporting period at the top of the page.
3. Change the period to cover the dates you expect the application to have been used.

How to find applications that are grouped together

SaaS Management can group related applications under one parent application, so a product might not appear under its own name.

1. On the All Apps tab, search for the parent application or vendor name instead of the specific product name.
2. To see which applications are counted, select the parent application and review its desktop identifiers and web URLs under About This App.

Why earlier usage might not appear

SaaS Management only counts usage for an application once that application, or one of its names, is in the App Catalog. If the application was added, or one of its names was mapped, partway through the selected period, usage from before that point might not be included. This can make usage for that period look lower than you expect.

How to report an application that's still missing

If the application still doesn't appear after these checks, collect the following details:

• The exact application or executable name
• The device and user
• The approximate time the application was used, including the time zone
• A screenshot or export of what you see in SaaS Management

Then submit a support ticket with these details.

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