Licensing Query - What is entitlement mode in Subscription Overview?

[Suggy]

On subscription overview module, I am seeing this message "The entitlement mode is set to: OFF"

What is that?

[Community Alums]

Hi Suggy,

An entitlement defines the type of support that a customer receives as well as the supported communication channels. An entitlement can be associated with a product, an asset, an account, or a contract.

Also, You can refer to the following doc:

Configure entitlements | ServiceNow Docs

Please mark Correct/Helpful, if applicable.

Thanks,

Sandeep

[Maik Skoddow]

Hi

your link points to a feature of Customer Service Management product and is therefore not related to the question of Suggy!

Kind regards
Maik

[Community Alums]

Hi Maik,

CSM is just an example module, but the answer should be that link to gicve the idea.

Thanks,

Sandeep

[Cheri M]

We are seeing the same message in Prod.  We have a couples msgs since upgrading to Quebec Patch 4 HF 2

"In a non-production environment, your subscription allocation counts will not match with production"

" Some user sets were not converted to a group. Please review your user sets Here. To know more about this click Here."

"The entitlement mode is set to: OFF"

I found this article on HI (have to login to view)

System Entitlement shows confusing allocated values for user-based licenses

I still have many questions.  I updated our new user set but our ITSM is still not showing any seats allocated. Clicking Update Allocation Totals gives me a msg in the log "Auto System Entitlement disabled" (which led me to the above article). We do have a similar case we opened on HI and if I get any understandable feedback I will respond with that here.

Any one have any advice? 🙂

[Maik Skoddow · Accepted solution]

Hi @Suggy 

I know this answer comes a bit late, but maybe it helps anyway.

The info "The entitlement mode is set to: OFF" is displayed due to the entitlement mode which is set at Subscription Management > Properties 

At documentation page (https://docs.servicenow.com/bundle/rome-servicenow-platform/page/administer/subscription-management/...) you will find the explanations for the property "Entitlement checks on entitlement-driven actions" which you cannot change:

Option	Description
OFF	The system performs no licensing checks and displays no warning messages.
WARN	The system allows users to access applications without the proper role or entitlement, but displays warning messages. The system logs unpermitted users.
ENFORCE	The system denies users access to applications without the proper role or entitlement. The system logs unpermitted users.
DEFAULT	The system defaults to OFF.

On all current instances the property is set to "DEFAULT" what means the entitlement mode is "OFF" and thus the respective message is displayed.

Now you may ask now which impacts it has for you. And the answer gives the Support article at https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0993213

Starting with ServiceNow disabled the automatic allocation of users to subscriptions within Subscription Management. That means that from now on you are responsible for maintaining the remaining mechanisms for tracking user-based subscriptions with User Sets (Paris) and Groups (Quebec).

Kind regards
Maik

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