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2 hours ago
About This Document
This document contains 151 questions and answers from the SAM Office Hours session held on August 19, 2025. SAM Office Hours is a monthly live Q&A session where ServiceNow customers can ask questions about Software Asset Management directly to product experts.
Of the 151 questions, 70 were answered in writing during the session via the Zoom Q&A panel. 81 questions were answered live but no recording transcript is available.
Answer Source Legend
Written (Q&A Panel) — Answer typed directly in the Zoom Q&A during the session
No transcript available — Answer was given live but no recording transcript is available
Questions & Answers
|
# |
Question |
Answer |
Source |
|
1 |
Given the current Lucidchart integration, is an integration to track Lucid software subscriptions on the roadmap? |
This is currently not on the short term roadmap, but we encourage using the Idea Portal for an enhancement reqeust. Additionally, you could use the SSO integration to track user subscriptions if you are SSO connected. |
Written |
|
2 |
I have a situation where there a “custom” company organization structure that does not fit into department, company, or cost center (it is additional) that the company does consumption rules against. It does not direct align to any of these structures either. How do we handle consumption rules in this scenario? Unlike user criteria, there isn’t a scripted option. This is a major blocker and I’ve been sent here by your team to get an answer. |
Kristen - thank you for your question/feedback. What is this structure? Is it possible to do a parent/child relationship in either the Departement or Cost Center tables? As mentioned we do not have a custom table option for the consumption rule. I do encourage adding an Idea Portal enhancement request if possible. |
Written |
|
3 |
What does exactly Published Status on the SAM Workspace under license usage and Overview pages. Why docs not yet updated with these changes? One example : https://www.servicenow.com/docs/bundle/zurich-it-asset-management/page/product/software-asset-manage... |
live answered |
N/A |
|
4 |
What does exactly Published Status on the SAM Workspace under license usage and Overview pages. Why docs not yet updated with these changes? One example : https://www.servicenow.com/docs/bundle/zurich-it-asset-management/page/product/software-asset-manage... |
Written |
|
|
5 |
How does the Software Entitlement tab of the User record get populated? |
live answered |
N/A |
|
6 |
Look into SCIM for SaaS integration. SCIM support for user provisioning; REST API available |
live answered |
N/A |
|
7 |
Does Contract Substate play a role in making contracts visible on the renewal calendar? if yes how ? |
Please take a look at the following: https://www.servicenow.com/docs/bundle/zurich-it-asset-management/page/product/software-asset-manage... The substate is looking at Awaiting reivew or Renewal rejected |
Written |
|
8 |
Received email that Source Request will be deprecated via Workflow, and that I would need to migrate over to flow. Will servicenow provide it in flow? Or would I have to rebuild this myself? |
Taylor - I believe this is part of Z https://www.servicenow.com/docs/bundle/zurich-it-asset-management/page/product/procurement/concept/c... |
Written |
|
9 |
It is not equal to department or cost center. What is the timeline to get an idea developed? This is project happening now. |
Idea portal enhancement requests will be evaluated; but I cannot specifically identify a timeframe. If you would like to discuss further, please send me an email: akash.mehta@servicenow.com |
Written |
|
10 |
What does the roadmap look like for tying Software Models to Business applications |
live answered |
N/A |
|
11 |
Why does SAM Pro reconcile installs that are on devices that have not been discovered in last 60/90 days? Looking at ServiceNow licensing for SAM Pro, devices that haven’t been discovered in last 90 days aren’t counted towards a SAM Pro license. Is there a way to enable something like this within SAM Pro? |
live answered |
N/A |
|
12 |
Is there an option in Entitlements to send notifications whe a subscription or contract is about to expire? |
There is an OOTB view for contracts within 90 days of expiration. Beyond thatyou can use the platform notifications table [sysevent_email_action] to amke additional alerts as needed for any conditional situation (like contracts expiring in say 2 weeks). |
Written |
|
13 |
Will there be an ASN type capability for sw entitlement creation, like exists on the hw side? |
live answered |
N/A |
|
14 |
We have recently stood up the ACC for software metering data. As a SAM Pro admin what would the next steps be to begin implementing reclamation policies? What are some of the best practices around software reclamations? |
live answered |
N/A |
|
15 |
Any possibility you can give us a high-level explanation of how the SAM licenses are calculated by ServiceNow? I just figured out HAM (kind of)! |
live answered |
N/A |
|
16 |
What is the best practice for UAT during our company's Upgrade process (while upgrade is in Test)? Do you have a list of tasks we should test? |
This is more of an administration question...I would encourage you to check out this link to a previous webinar that may have covered this topic: https://www.servicenow.com/lpwbr/implementation-best-practices-itsm-more.html |
Written |
|
17 |
In ServiceNow Software Asset Management (SAMPro), if a model is set up as a non-licensable child, why does it still show as Not compliant? |
Generally, reconciliation is looking at the 'product type field of the product record (samp_sw_product) to determine if it needs to have a compliance position. |
Written |
|
18 |
I have completed the Zoom SaaS integration which was successful. When setting up the integration, the direct integration the analyze user activity from field only allows you to go back 60 days. Reading through the integration documentation it mentioned the reclamation rules can be updated. When I update the rules to exceed 60 days, nothing changes on the integration side (still unable to set activity date longer than 60 days). Is there a way to get the integration to look further out than 60 days on user usage data? |
live answered |
N/A |
|
19 |
Do you put these questions and answers in some sort of repository or knowledgebase for reference after the call? |
We are working on it. |
Written |
|
20 |
We are connecting Okta to SamPro - I have not been able to find good documentation of what comes in as applicaitons and what comes in as gorups. All of the API-XXXXX items are coming in as applicaitons. Is there good documentation somewhere that explains how it decides what to pull in as applicaitons |
Live answered |
N/A |
|
21 |
On the Installs requiring action page, what is the best way of identifying that an install is still 'live'? |
live answered |
N/A |
|
22 |
How can we prove/report on accuracy in sw install accuracy? e.g. making sure that all sw removes have successfully been removed? |
live answered |
N/A |
|
23 |
what is a difference between Software publisher & Publisher of the Product in ServiceNow. is that same or different as per servicenow? |
Based on the question, I would say this is the same unless you can provide some example or a little more detail. Thank you. |
Written |
|
24 |
Is there a setting to manage last scanned date, meaning product left environment in Feb 2025, but since that scan still shown, it is counted. Do we need the CMDB to cleanse or like with a previous product we had a setting to ignore scans > than 60 days |
live answered |
N/A |
|
25 |
Are there updated trainings for Yokohama to tame the License Workbench? |
no updated trainings that i'm aware, however the upcoming SAM roadmap webinar may be of interest! see below https://www.servicenow.com/community/itam-product-vision-and-roadmap/2024-q3-asset-management-roadma... |
Written |
|
26 |
How do we capture the software that is or should be found in the content library versus what we have to manually process? |
the normalization status captures this. Manually Normalized ones are the ones you ghave done. Normalized tells you SN content did the normalization |
Written |
|
27 |
related to the published functionality, it hides the rest of the products, but the reconciliation still happens for all the products? |
Andrea - that is correct we still reconcile all the products but allows you to filter/see only the publishers that you want to manage to reduce the noise |
Written |
|
28 |
Why does the file path not always show up for installs? Location where it was seen installed? |
live answered |
N/A |
|
29 |
How long does it take to add custom PPNs and custom products get added in content library? |
live answered |
N/A |
|
30 |
Could you please provide the documentation link about Published Products? |
see links in chat! 🙂 |
Written |
|
31 |
Is there a roadmap for SaaS discovery? how successful has anyone been using SSO to track subscription on non API'ed SaaS products |
Hunter - SSO is absolutely recommended to do a quick level of ROI and many customers have found this very valuable. We continue to identify new SaaS products in our roadmap sessions. If you have any specific SaaS integrations that you are looking for, please add an Idea portal enhancement request for evaluation. |
Written |
|
32 |
How are Manufacturer tagged with Publishers? Like we see mismatch due to which the Publisher are wrongly tagged. And is there a way we can see the defect / comparison and correctly it? |
Thats is a flag on the company table- change to the default form view if you do not see the checkboxes for those manufacturer, vendor, etc. |
Written |
|
33 |
We have the SAAS integration for Adobe would like to do reclamation for Adobe products and do not have SCCM or SSO, how do we get the last activity date? |
Adobe is a hybrid use case and the usage comes from the installed tools. Thus it requires a discovery tool that pulls usage (SCCM is the most possible choise but others can also be used). |
Written |
|
34 |
On the Microsoft O365 integration, should the Updated field reflect the date the job runs for all subscriptions? The job is successful but 80% of subscriptions are showing a last updated date in 2024. |
Live answered |
N/A |
|
35 |
how we can automate the normalization suggestion, auto accept rather than manually. the suggestion we receive it should be more accurate, manual accept in that table why is that ? is it more like option provided to customers rather do it manually .. if that is the case how we can completely automate it ? |
Live answered |
N/A |
|
36 |
Can the child and patch SW types show the SW they are related to? child and patch what licensable or non-licensable SW component? |
live answered |
N/A |
|
37 |
How can we license by a site. we have multiple as opposed to user or device. |
live answered |
N/A |
|
38 |
In the Software Asset Overview- How do you determine what data is being loaded into the wigit? How can you adjust the date that is being represented? |
Live answered |
N/A |
|
39 |
Best way to pull a list of all company owned software with publisher and software title. Is that the same Idea with published products? |
Melissa - can you expand on the question? I am not sure I understand the full ask or use case. |
Written |
|
40 |
What's the process of opening a support case to fix incorrect data in content library? |
If it’s an incorrect data (i.e., the data exists, and you want to see it corrected/fixed/edited), please follow the same path as any other support cases (CS). If, however, it’s a request to add new data (e.g., unnormalized discovery models.requestfor new PPNs, lifecycle dates, etc.), please follow the Content Request process (CR), which is detailed in this KB Article: https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0790305) |
Written |
|
41 |
Can you have both the CSD and the CSD version 2 running at the same time? |
I don’t believe so; but also why would you want to have both running? |
Written |
|
42 |
What is the best approach if a Product and Publisher on a publicly available software isn't available in the Content Library? Our Legal/Contract team doesn't want to share the quote or Invoice for verification to ServiceNow. I would rather not create custom products. |
If the information is publicly available, that probably won’t be necessary. The only scenario why it’s necessary if there is simply no information out there that we can reference for validation. And in this case, unfortunately, you’ll need to either share some supporting docs (feel free to redact any sensitive information), or create custome records. |
Written |
|
43 |
We are having an issue regarding the weekly ServiceNow instance scan. Currently, the scan creates findings, which can be assigned to tasks for resolution. However, if a finding is not resolved within a week, a new finding is created for the same record during the next scan. We’re looking for a solution to prevent duplicate findings for unresolved issues. |
live answered |
N/A |
|
44 |
While creating a Reserve entitlement, it seems that it creates a new record under the main entitlement. However, the license quantity is not added to the main entitlement, which makes it difficult to assign users to it. |
Live answered |
N/A |
|
45 |
How do software installations align to a specific product during reconciliation? What if a client has disovered software but its not showing up during reconciliation |
The Normalization of the SW Discovery Model ties it to the product. So if its not Normalized or Manually Normalized it cannot be used for reconciliation calculations. |
Written |
|
46 |
Our contract normal language allows us not to count those computers in drawers |
live answered |
N/A |
|
47 |
Regarding integration for software subscriptions: In one of the lasts SAM Office Hours the recommendation was to either integrate directly the different apps or integrate the used SSO solution, e.g. Okta, but not both. Unfortuantely there was no answer on the why behind this recommendation? |
The recommendation is the following: 1) If you have connected to an SSO for applications and subscriptions - great! good way to get low hanging fruit and best bang for your buck! 2) If you want to get deeper data or do a direct connection to a SaaS application/portal - great! Just turn off the same application in the SSO so you don’t get duplicated data and/or differing data There is no problem having SSO connection and SaaS direct connections to support your subscription data. However, the recommendation is to not have it trying to gather the same applications. |
Written |
|
48 |
How should we handle low-dollar software purchases or license increases that fall outside of an existing contract? Specifically, we sometimes want to intake these through RITMs (for visibility and approvals), but we don’t want to formally amend the contract since the spend is small. How can SAM track these effectively without overcomplicating the contract process? |
Sure, just use the entitlement table for exaclty that. Tying those to contracts is optional. |
Written |
|
49 |
What are the best way to get all SAAS software? Is there a single solution available? |
Written |
|
|
50 |
There is limited resources about CMDB Workspace Data Manager. Where can I find more detailed information to test if this feature will work for a few of the use cases we have. |
Live answered |
N/A |
|
51 |
Can we address active install = true or false and being able to influence that value based off the last Office Hours session? That information was not correct and we have not received an update in any means. Thanks. |
Live answered |
N/A |
|
52 |
Does Unit price on the Software Entitlement automatically get populated to the respective unit price feild on the SW model. |
It does not as there could be multiple entitlements per model. I don’t see an OOTB unitprice field on samp_sw_product, that might be configured in your instance - and most likely is synced by a business rule |
Written |
|
53 |
Please take a look at the following: https://www.servicenow.com/docs/bundle/zurich-it-asset-management/page/product/software-asset-manage... The substate is looking at Awaiting reivew or Renewal rejected---- We did review this KB, but the HI assistant has another approach. The contract substate should be set to none to make it visible in the renewal calendar. |
If the functionality is not matching the document, please create a HI ticket to evaluate. |
Written |
|
54 |
Is there an option to prioritize the Software source into Software install table for a particular CI class? like the IRE in CI class manager giving priority/ordering for the multi sources? |
Yes exactly. Thats one of the things you can do in the CI class manager |
Written |
|
55 |
Would you recommend adding a custom PPN that isn’t listed on the publisher’s website but has been created by a vendor to meet a specific software product requirement? |
That is easiest way, especially when the PPN was created specifically just for you. However, if the PPN is actually available for all other customers with the same needs, then it’s actually publicly available and could be added into Content Library, providing that we get enough reference (that you would share) to validate it. |
Written |
|
56 |
Is there a new link paper clip on the Entitlement Operations. How did it get there? |
Live answered |
N/A |
|
57 |
For Microsoft specifically, where you have a yearly true-up as well as the possibility to true-down if you have reduced licenses, would you recommend putting in an entitlement per year of your contract for every product or to put in one line and then adjust it if it goes down and only add a line if you true-up/purchase? |
Live answered |
N/A |
|
58 |
Do Entitlement imports work when leveraging vendors vs the Publisher? |
Your entitlements should always be based on the Publisher. Your vendors or suppliers are important, as this is the channel / path as to how you are making the purchase, but the publisher is ultimately who you are accountable to. |
Written |
|
59 |
https://www.servicenow.com/docs/bundle/zurich-it-asset-management/page/product/software-asset-manage... This is still referring to old one. |
Live answered |
N/A |
|
60 |
I joined little late, something important I missed? |
live answered |
N/A |
|
61 |
Currently HAM offers a way for end users to review the hardware that is allocated to them. Will something similar be available for software allocations in the future? |
with the my asset view we did show allocations associated to the user -will have to take a look if this is no longer available |
Written |
|
62 |
what is best practice for segregating licenses that are environment-specific - e.g. if I have product x for production and product x for non-production and we want our license position counters to reflect correctly, how do we configure it so that our position is accurate? |
If they are environment specific you can add an install condition to the software model and use that model for the entitlement |
Written |
|
63 |
Do you have a video: on this Metering. |
not yet- but keep your eyes out for new videos every quarter |
Written |
|
64 |
I seen Ben’s video on the YouTube channel about the Products with Installs menu within the license operations menu of the workspace. Do you need to be on a certain version of ServiceNow or, does it require a separate plugin to be installed to view? I have clients on both Washington and Yokohama but can’t see this in either. |
You have to enable the SAM workspace - there is a plugin for this which admins/support can turn on for you. I cannot recommend doing so enough (it doesn’t stop you from using the old tables) and all the new stuff being developed is only in the workspace. |
Written |
|
65 |
Do we need to attach Discovery models to Software Models if the product is not discovered by ServiceNow? |
discovery models come in from whatever discovery source(s) |
Written |
|
66 |
Did Microsoft made available Visio/project last activities from the Graph connector? Any known roadmpa? If not, how best to appraoch this? |
Live answered |
N/A |
|
67 |
What is the role of PPN in successful asset management. What if the customer does not have PPNs, how can the same level of accuracy still be achieved? |
live answered |
N/A |
|
68 |
Given that vendor records and publishers share the same table, can we stop the normalization setting from toggling between false and true? When set to false, the vendor name can’t be selected in other ServiceNow forms |
Live answered |
N/A |
|
69 |
Do SAS instegrations need to be updated when there are new contracts? |
no - you should have to |
Written |
|
70 |
Is there are way to discover excel add in software i.e Thinkcell? I have ACC-V agent installed on CI's where Thinkcell is installed but nothing is showing in Software Installation. I have created relcamation rules and a product proccess is linked to the product... thanks |
Live answered |
N/A |
|
71 |
How can we submit request for data correction other than the support portal that only our internal ServiceNow team has access to? |
The only other way is that you can Opt-in to Content Service |
Written |
|
72 |
How does SAMPro calculate your license position if you have a global org with some licenses belonging to a specific country? |
you can set up install conditions for those specific software products |
Written |
|
73 |
As I have mentioned I have installed ACC and we have software usage coming through for the reclamation rules that we have created. But we have so many reclamation rules where it needs a custom product process. What is the best method to gather this? |
Live answered |
N/A |
|
74 |
Is it possible to create a custom license metric for software that is licensed by brokerage accounts, which is based on the number of monthly Aunnity REP requests? Can you also create a custom license metric for software that is licensed by the number of Assets Under Management where it requires the Software Owner to run a SQL script obtain updated counts? |
Debbie - take a look at the Resource Value capabiltity. You can create a custom license metric against this table as well as Software Installations |
Written |
|
75 |
How to do a bulk upload of user allocations in ServiceNow SAM pro for existing software entitlement? Currently adding users 1 by 1 to existing entitlement. |
you can create bulk load that thru an update set - you might have to reach out to your sys admin |
Written |
|
76 |
For Overlapping Usage view in workspace, why does it only focus on Saas and SSO applications? Is there a way to have it review all applications, including on prem? |
not at this time; however this is something the product team is thinking about - please submit an enhancement request |
Written |
|
77 |
what is best practice for managing entitlements and models across acquisitions? For example, ESXi still shows up as VMware, so I can't mark it as a child of the Broadcom vcf suite because of mismatched publishers. Additionally, how can we track compliance and historical positions if we are dealing with scenarios like that? |
Live answered |
N/A |
|
78 |
Thank you, I will reach out to you directly |
Live answered |
N/A |
|
79 |
For the M365 SaaS integration, is the PowerBI portion, ( Step 3 - Enable service principal authentication for Power-BI read-only APIs) mandatory for usage information outside of PowerBI specific licenses? We are not getting any usage information for the basic M365 license information. https://www.servicenow.com/docs/bundle/xanadu-it-asset-management/page/product/software-asset-manage... |
Live answered |
N/A |
|
80 |
Is there any functionality in place that would stop us having having installs from SCCM and ServiceNow Discovery for the same software on the same CI? How would we best clean out these duplicates that we currently have? |
Look for the Active install attribute on the software install record. If you have multiple inventory tools discovery the same product and creating multiple software install records, we have a job that runs that set the Active install attribute to “True” for the record that is the most complete. i.e. 1 record has Publisher, Product, Version…. the 2nd record has Publisher, Product, Version, and Edition. The record that is the most complete will be the one that is counted towards reconciliation. Having multiple data points can be of value at times. |
Written |
|
81 |
Uninstall string field - does the service graph connector has the capability to bring in this field or only the discovery? |
Live answered |
N/A |
|
82 |
Are there plans in the future to improve anything along the line of PPN process? Specifically, It seems the PPNs are a constant and changing alphanumeric value from Vendors. Yet, if they are not in ServiceNow at the time of the Quote or PO, which ofter they are not; despite there being over 4.7M PPNs in the Product Definitions table, there is a constant 1. Add the model without PPN, 2. Submit request to get PPN added to the library, and then once added, 3. Update the model with the correct PPN. |
Live answered |
N/A |
|
83 |
Do you have a list of questions someone should ask themselves before moving to add a PPN via a SN HI ticket? |
No - we dont have a published checklist |
Written |
|
84 |
Since Adobe doesn’t provide last-used information, what’s the recommended approach for reclaiming Adobe licenses? |
Managing “last used” or software usage is done as a hybrid approach for Adobe Products. This requires the use of inventory tools like SCCM to collect usage information for the individual products deployed. |
Written |
|
85 |
We want to track our ServiceNow licensing within the Software Asset Management application so we have that single pane of glass/central repository. Is there anything in the roadmap to allow for this management within SAM rather than in the separate subscription manager app/module? |
this is on the short term roadmap |
Written |
|
86 |
We have a domain separated instance and have added the Domain selector to the Software asset overview page. Every time a user goes to that page, they have to select the domain where the assets are as it seems to default to the user's domain. Is there a way to set a default value for that domain field that is different than the user's domain? |
Live answered |
N/A |
|
87 |
Is there any suggestion on how to update the enterprise license cost (EA) for all Microsoft products in the individual entitlement records? We are facing a challenge in updating the unit price. Are there any best practices for tracking pricing in the SAMPro Workspace? |
Live answered |
N/A |
|
88 |
When using SAM Health and muting findings as needed based on business requirements. Is that muted finding(s) still counted against SAM Health %s? |
Live answered |
N/A |
|
89 |
In the cmdb_sam_sw_install table, what does 'Updated' date mean exactly? |
This is the last date / time stamp that that individaul record has been updated. This is available for any record in the platform. Create, Created by, Updated, Updated by all fall into this category. |
Written |
|
90 |
When setting up crowdstrike direct integration profile, when defining the workloads - would that be generally found in contractual info or in documentation? |
Live answered |
N/A |
|
91 |
The Metering information was very important, but I missed it. Could you repeat this critical info. |
Live answered |
N/A |
|
92 |
Is SAM team thinking about ingesting entitlements and usage of the ServiceNow platform (and modules) itself, as it does for other cloud platforms viz, M365, Salesforce, etc.? |
Your ServiceNow licensing is found in your instance |
Written |
|
93 |
Note about the Procurement Flow mentioned above: COMM2122891 [support.servicenow.com] - Beginning with the Now Platform® Zurich release planned for September 2025, we will no longer deploy or activate the workflows listed below to new instances. It will remain active in your instance, including when you upgrade to a new release family. |
Live answered |
N/A |
|
94 |
These flows: P Procurement rocess Flow – Default Procurement Process Flow – Hardware Procurement Process Flow – Mobile Source Request |
Live answered |
N/A |
|
95 |
Is there a report that shows all software installations/products that do not map to a TPM/TRM entry in order to see what shadow IT is in the environment? |
Yes, you can absolutely build a report in ServiceNow to catch software installations that don't map to TPM/TRM models—a key step in uncovering shadow IT. It involves leveraging cmdb_sam_sw_install, joining through cmdb_software_product_model, and validating whether TPM/TRM mapping exists. If the mapping field doesn’t exist yet, you may need to create one to complete the linkage. |
Written |
|
96 |
Is there a way to connect and create ServiceNow reports to PowerBI to create dashboards? |
If you need live dashboards with minimal coding, start with the OData Connector. If you need customized, large-scale, or historical data, go with the REST API or an ETL tool. Use the ServiceNow Power BI Connector (Direct Integration) Use ServiceNow’s REST API with Power BI Export ServiceNow Reports to Power BI Use a Middleware / ETL Tool |
Written |
|
97 |
Can we have an updated document for License Usage View. Current one still referring to old screenshots and doesn't contain information about Published Status. |
Live answered |
N/A |
|
98 |
Have you every tried connecting into ORiley Books Online to connect users to ServiceNow via their API. Where we can manage our users last usage info. |
You’ll use the O’Reilly Enterprise API to fetch last-usage data, then integrate it into ServiceNow with IntegrationHub REST actions or a scheduled import. This lets you manage and report on user training engagement directly in ServiceNow. |
Written |
|
99 |
When will we see more publishers offered in the out of the box SaaS integration list? |
new direct integration are released on a quarterly basis |
Written |
|
100 |
Where can we find more information on how SAM collects Usage Data through ACC without using OSQueryd? (The documentation we found only talked about how to enable it). Does it collect basic metering or total metering in this method? |
Live answered |
N/A |
|
101 |
It would be helpful to see the details of the sam jobs rather than just the results. When problems happen, currently an ADMIN must be engaged to look at the logs. Why not just let the SAM_ADMIN role see those? |
Live answered |
N/A |
|
102 |
Does using DEX help with the SAAS licensing? |
DEX itself doesn’t change your SaaS license agreements, but it feeds valuable usage and performance data into SAM processes, which can significantly reduce wasted spend and improve compliance. |
Written |
|
103 |
would like to know how does Operational Status triggered/change ? |
this is changed thru change management task/ticket |
Written |
|
104 |
what is a difference between Software publisher & Publisher of the Product in ServiceNow. is that same or different as per servicenow? |
they are the same |
Written |
|
105 |
Is there ever a use case for having either of the automatic model creation system properties be set to true? (com.snc.samp.automaticsmrcreation) and (com.snc.samp.automaticsmcreation) |
Use cases - create SW models for licenseable products - when you want to know and manage all licenseable software - you can find software that was purchased outside the PO process create SW models for non-licenseable products - when you want to know exactly what is on everyone computer |
Written |
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106 |
Does Sn have plans to manage Market Data Services & Subscriptions (like feeds that come through Bloomberg) - how to order and give permissions - similar to a product named Calero? |
Live answered |
N/A |
|
107 |
A company with 25,000 employees, has only 2 full time Software Asset Management team members. Is it this an impossible job for 2 staff members? |
doing SAM with only 2 full time SAM folks is doable but it will be tough. Once you start down this SAM path and are able to show value - management might be willing to give you some more resources to be able to manage SW more efficiently |
Written |
|
108 |
software publisher is Redhat & publisher of the product is Oracle for one of the Software model |
Live answered |
N/A |
|
109 |
How do we get a ranger to help us do that software installation directory review? |
talk to your account team |
Written |
|
110 |
Did not hear the answer live for the link and paper clips, cloud you please repeat? Thanks |
Live answered |
N/A |
|
111 |
Is there any plans to have playbook experience for SAAS installation integrations? |
Live answered |
N/A |
|
112 |
Perfect, thank you |
Live answered |
N/A |
|
113 |
Does ACC install data get cleaned up? |
Live answered |
N/A |
|
114 |
what condition is used to auto flush those records of the previous version/patches? |
you can set conditions to trigger auto-flush |
Written |
|
115 |
Is SAM designed with the expectation that there is one catalog item per software model? What about software where there are different year models such as Microsoft Access or Office? Is the expectation on companies using SAM to only offer one version to employees and manage/consolidate the rest over time? We are concerned with having a huge software catalog. |
Live answered |
N/A |
|
116 |
We have continual issues with this. Can we get link to the specific documentation on the custom states and installs on this topic. |
Live answered |
N/A |
|
117 |
What if Software Retired is only based on Contract expiration date. But the software is still installed. How would an automatic uninstall affect this type of case. |
you will have to uninstall the software if it is not longer licnesed |
Written |
|
118 |
How to find the count of software installs to particular softwrae entitlement? Wherein the software keeps getting renewed every year. For example, 10 licenses in 2020, renewed again 2012, 2022, etc., But always installed on different machines. Thanks! |
Live answered |
N/A |
|
119 |
Prebuilt Integration - Dynamics 365 prod Profile activity job stuck In-Progress. SN support suggested to update Analyze user activity from to 1 day instead of 30 days. Claiming, there is too much activity for 30 days, and it's too much data. Is does now complete when we switched to 1 day, but we lose all the value of the 30 day user activity. Is this a known issue? |
Live answered |
N/A |
|
120 |
You want one to connect with JAMF but also have SCCM. I'm let to believe the CSD 2.0 only support intune? |
Live answered |
N/A |
|
121 |
Can service graph connector Tanium or Intune bring the Uninstall string/ software installed path? |
Live answered |
N/A |
|
122 |
Should we be tracking licensed Per-User ServiceNow roles within entitlements as SAM? Our internal SN team would like to explore this option, and we noticed these roles have a publisher part number that can be entered into an entitlement. |
Live answered |
N/A |
|
123 |
Could someone please help answer my question: Is it possible to create a custom license metric for software that is licensed by brokerage accounts, which is based on the number of monthly Aunnity REP requests? Can you also create a custom license metric for software that is licensed by the number of Assets Under Management where it requires the Software Owner to run a SQL script obtain updated counts? |
Live answered |
N/A |
|
124 |
Is the report you recommended - SW installs all related to normalized SW disc models, is this OOTB? |
Live answered |
N/A |
|
125 |
'@akash mehta |
Live answered |
N/A |
|
126 |
Would you clear out the the software package tables once you are using SAM Pro? |
Live answered |
N/A |
|
127 |
Are there plans to make the software reclamation process more robust? For example, if the Revoke Client Software subflow fails for any reason, there is no indication or update on the RCC record that there was a problem, it just remains in an Awaiting Revocation state indefinitely. |
Live answered |
N/A |
|
128 |
Live answered |
N/A |
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|
129 |
Access Denied |
Live answered |
N/A |
|
130 |
When we say purge are we referring to retire-archive-delete, or straight up delete? |
Live answered |
N/A |
|
131 |
Thanks, Randy. Providing feedback on releases...I havent seen any additional publishers being added over the last several quarters. Thanks! |
Live answered |
N/A |
|
132 |
Would you just purge SCCM, would you need to purge discovery installs also? |
Live answered |
N/A |
|
133 |
About 2 weeks. |
Live answered |
N/A |
|
134 |
How do you get the add-in software managed like office timeline, right from installtion, to reconciliation and remediation, any OOTB best practice around managing add-in software products for microsoft |
Live answered |
N/A |
|
135 |
best way to pull an excel report showing everything that is company owned. |
you can export your entitlements table to see “everything you bought” and you can go to the install tableto see everything installed |
Written |
|
136 |
We are just starting to look at SAM. Wanting a list of all software in SAM and looking for software that is not a 3rd party |
the content service attempts to have as much software as possible and we can add more upon request. |
Written |
|
137 |
Is there a roadmap to allow a submit to content team button when a user creates a custom part number? |
I think it was answered that custom PPN’s are automatically submitted if you “opted-in” to Content Service. If there’s urgency to have it added, please submit a Content Request (follow this process: https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0790305). Understood the ask abput a button to submit directly from the product, this is already on the radar, but we need to explore further before putting it in the roadmap. |
Written |
|
138 |
How can I view relationships between all pieces of software - Software Model, Product, Discovery Maps and Discovery Models |
Answered with graphic in chat… |
Written |
|
139 |
Hi , i have a quick question on okta integration with SAM. to get the connected applications and users to okta . But to validate the connected users and connected applications what is the optimal way to do this process ? instead of manual way ? |
Live answered |
N/A |
|
140 |
I am good I thinkif I start with the publishers I can get what I need. TY |
Live answered |
N/A |
|
141 |
Is there an option to prioritize the Software source into Software install table for a particular CI class? like the IRE in CI class manager giving priority/ordering for the multi sources? - got a response as Yes. is that done in CI class manager under Application referring to cmdb_ci_appl? |
Live answered |
N/A |
|
142 |
When my entitlements expire and show as retired, allocations are not being removed. Is that expected behavior? |
Yes, Those are there for historical reference. |
Written |
|
143 |
Unfortunately, we work with many smaller publishers that don't use PPNs. |
In that case just pick the associated model and the license metric |
Written |
|
144 |
Is there a import quote capability to automatically ingest a publisher quote and have the tool automatically identify the associated content library entry for automated software model creation? |
There is a means to do that for contracts using AI that may also work for that. That feature is in the innovation lab so you can request to try it out I believe. |
Written |
|
145 |
HI there, Are cmdb_ci_desktop_software and cmdb_ci_application_software used by Discovery or SAM? |
Live answered |
N/A |
|
146 |
Is there an option to prioritize the Software source into Software install table for a particular CI class? Any document link can be shared? |
Yes, Use the CI Class Manager for exactly that. |
Written |
|
147 |
Can you resned the roadmap meeting link? the one sent previously didn’t allow me access. |
Live answered |
N/A |
|
148 |
Any plans to add a ‘Create Entitlement or Software Model’ UI Action from the Content Library for a product? |
Thats a great idea, please add as a product feedback via the support portal. In the meantime you could do that yourself fairly quickly. |
Written |
|
149 |
Can we try to get a list of the questions asked and answered? |
THats under the answered tab of the Q&Awindow |
Written |
|
150 |
and the resources shared. |
Live answered |
N/A |
|
151 |
how to integrate with SAP Ariba -SaaS with ServiceNow. i went to documentation, it's fully manual. export reports from SAP and import in servicenow. please suggest |
Live answered |
N/A |
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🎬 SAM Ranger Videos — Step-by-step video tutorials from the SAM product team
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