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2 hours ago
About This Document
SAM Office Hours is a monthly live Q&A session where ServiceNow customers can ask questions about Software Asset Management directly to product experts.
- Session date: February 18, 2026
- Questions: 81 total (19 written, 17 extracted from recording, 45 unanswered)
- Answers marked as "Extracted from Recording" were processed using AI transcription and extraction
- While every effort has been made to ensure accuracy, extracted answers may contain inaccuracies or miss nuances from the original spoken response
Questions & Answers:
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# |
Question |
Answer |
Source |
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1 |
Two questions today.... |
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Unanswered |
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2 |
The OOB Citrix functionality is based on on-prem delivery controllers and license servers. However Citrix is transitioning to cloud based and many people are using that. Is there anything potentially on the road map for integration profiles or other options for the CItrix solutions coming? |
For Citrix with cloud delivery controllers instead of on-premises, the integration approach is similar but you'll be connecting to Citrix Cloud APIs rather than on-premises delivery controllers. The ServiceNow integration needs to be configured to point to your Citrix Cloud environment. Work with your Citrix administrator to ensure the proper API credentials and permissions are in place for ServiceNow to query subscription and usage data. |
Extracted from Recording |
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3 |
What is the best practice when differentiating environments for a product? If I have 15 licenses for "Product A" - 5 licenses for Prod, 5 for Test, and 5 for Dev. The unit costs differ based on the environment. Should I create a unique model & entitlement for each environment? |
For differentiating environments (production, test, dev) for applications from a licensing perspective, the best practice is to use the Environment field on the software install or CI records. Many software vendors license differently for non-production environments, so tracking this allows you to separate your production license consumption from test/dev. You can then set up entitlements with environment-specific allocation rules. |
Extracted from Recording |
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4 |
So .. the "Rights per license pack" field and "Number of packs" field are only available for Microsoft Per Core or Microsoft Per Core with CAL license types (and when Metric group is Microsoft). These two fields appear to only be used to calculate the read only "Purchased rights" field. Is this the only calculation these fields are used for? Or if they are populated do their numbers go towards some other calculations in the back end? We have a customer who is apoplectic that these "pack" fields are not available all the time for all their things. Wondering if using them to calculate Purchased rights (and then making Purchased Rights read only of course) is ok to add to the entitlements in general, or if we should do it only for certain Metric Groups for them? |
Those fields are specifically designed for Microsoft licenses - I wouldn’t advise using them on General entitlements. If there are publishers also using rights/pack commonly - please submit ideas via the ideas portal so we can consider making these features OOTB for other publishers/metrics |
Written |
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5 |
What is the suggestion/best practice for connnecting to & consuming license information from a Publisher that does not have an API option for ServiceNow? Manual maintenance is obviously an option, but curious what ServiceNow may suggest for those scenarios otherwise. Example: Kinaxis Rapid Response - it does not have API capabilities today. |
[Unable to locate answer in recording] |
Written |
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6 |
The weekly reconciliation results show a status of “partially completed” yet it shows that it’s 100% complete. The last reconciled date points to the last reconciliation with a status of complete. How can I tell what results go with what reconciliation and what needs to be done to resolve the issue so that the last reconciliation date is current? |
A "partially complete" reconciliation status typically means some software models were processed successfully but others had issues. Common causes include: missing or invalid DMAPs, software models without entitlements, or data quality issues preventing proper matching. Check the reconciliation log for specific errors. You can drill into the reconciliation results to see which models completed versus which had issues. |
Extracted from Recording |
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7 |
I've been told that SAM reconciliation do not reconsile all when it comes to Azure on the server side. Specifically for SQL cluster to identify Active/Passive servers to be able to reconsile the license properly, similar to MECM license recondiliation. Thanks |
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Unanswered |
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8 |
When creating Smartsheet direct integration, I have this error: "The operation you are attempting to perform is not supported by your plan" I read from SNow KB that this issue can only be solved if we procure Event Reporting add-on from Smartsheet, as the API endpoint points to Event table, which is part of this add-on. I even tried to only select the 'Download Subscription Subflow' section during the set up, but still have the same issue. Does that mean we cannot create Smartsheet integration without Event Reporting add-on from Smartsheet? If we want to pull User Subscription data only, not user event, is it possible for us to change API endpoint (to user) in the spoke? Or any better ways you could recommend? Or we need to create a custom integration? |
[Unable to locate answer in recording] |
Written |
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9 |
Wanted to follow up about https://support.servicenow.com/ideas?id=view_idea&sysparm_idea_id=007c7b0493aaf214f538fb2d6cba1071&s..., to allow triggering remediation options for all unlicensed installs in the Software Asset Workspace, not just those that have an entitlement and not just unallocated installs. The use case is wanting to trigger reclamation candidates for unlicensed installs where we don't necessarily have an entitlement set up yet. We don't want to mark the software blacklisted/restricted because it isn't, we just haven't configured the entitlement yet. I feel like this used to be possible in the classic reconciliation view, but isn't now in the Software Asset workspace. |
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Unanswered |
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10 |
If we have a csv file of usage data, we can use Transform Map to put data into SAM Pro. But what is the most suitable target table? Is that Software Usage? If yes, will it automatically identify reclamation candidates from Software Usage table if the usage is low? |
[Unable to locate answer in recording] |
Written |
|
11 |
I read that Microsoft doesn't provide APIs to get usage directly for Microsoft 365 subscription products (Visio, Microsoft Project, and Copilot). However, I can download activity reports from the Microsoft 365 admin center and attach them to the integration profile. The scheduled jobs within ServiceNow will then process these reports and identify reclamation candidates if the usage is low Is that possible for me to use this same methods for other applications, or is just for Microsoft? How about Okta if we cannot do SSO integration? |
Microsoft doesn't provide APIs to get usage directly for Microsoft 365 subscription products such as Microsoft Visio, Microsoft Project, and Microsoft Copilot. However, you can download activity reports for these products from the Microsoft 365 Admin Center. More details here: https://www.servicenow.com/community/sam-articles/microsoft-365-optimization-with-sam-pro-part-1/ta-... |
Written |
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12 |
Does SN have a 'best practice' for deciding what applications are managed through SAM Pro v not? Like cost v number of users v scope of use (across an org v in 1 dept). |
For deciding which applications are on the "SAM-managed" list versus general software, consider factors like: license cost and risk, vendor audit likelihood, complexity of licensing model, and business criticality. High-value software (Microsoft, Oracle, Adobe, SAP) should definitely be SAM-managed. For everything else, use a risk-based approach - if the licensing cost and audit risk are low, it may not be worth the effort to actively manage in SAM Pro. |
Extracted from Recording |
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13 |
We found a situation where a license manager software product that is provided as part of the product, not licensed separately, was normalized to the product, which made reconciliation count them as licensable products. We have manually fixed it, but wondered why it would have been normalized that way. |
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Unanswered |
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14 |
Can you speak to what the system is checking, to prevent duplicates, prior to creating a new software model when the com.snc.samp.automaticsmrcreation property is set to true? |
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Unanswered |
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15 |
Could you please advise on how to update the floating license user allocation under the entitlement? |
floating licenses are considered enginerring licenses - you will need to set up a license server that is supported |
Written |
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16 |
We’re encountering an increasing number of applications that use unified installers, where a single executable supports multiple license tiers — such as free, community, professional, or enterprise editions. IntelliJ IDEA is a good example of this trend. In these cases, ServiceNow’s Software Installation records typically identify the installed product but cannot inherently distinguish between free and paid usage, since the installer and version are the same. This creates ambiguity for Software Asset Management, especially around license reconciliation, compliance risk, and optimization. As this distribution model becomes more common across vendors, how is ServiceNow evolving its SAM capabilities to address this? Are there recommended best practices, data sources, or entitlement-based strategies to accurately differentiate between license tiers when the installation record alone is insufficient? |
[Unable to locate answer in recording] |
Written |
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17 |
What can discovery do to help distinguish different editions of a software install? |
There are discovery maps that identiffy unique versions of installed (discovered products). If you are looking to distinguish differnt versions of a partiucular products, if the discovery map is not creating a discovery model for thtat uniqiue version, then you can either create a custom or validate license compliance by looking at the enitltment record (PoE) from purchase records to see if the licnesing matters by version or not before attempting to add custom discovery maps. |
Written |
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18 |
Why does it require full admin access and not just SAM Admin to manage ServiceNow licenses - and not in the SAM tool but a completely different location in ServiceNow? |
The full admin access requirement for certain SAM operations relates to security and the scope of changes being made. Some operations touch system tables or require elevated privileges to ensure data integrity. If you need to delegate specific SAM tasks without full admin access, work with your ServiceNow administrator to create custom roles with the minimum necessary permissions for those specific functions. |
Extracted from Recording |
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19 |
When using Resource Consumption, is there a way to ignore installs so that license usage is in a compliant state. |
For Resource Consumption with installations you want to ignore, you can use exclusion rules. Set up filters on the resource consumption configuration to exclude specific computers, software models, or discovery sources from the count. This is useful for test environments or known exceptions that shouldn't be counted against your license consumption. |
Extracted from Recording |
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20 |
Adobe/Salesforce Reclamation: Why does the reclamation process fail or remain "Pending" even after the CSD (Client Software Distribution) plugin is active and the integration profile shows successful discovery? |
For Adobe/Salesforce reclamation failing on the deprovisioning step, this typically indicates the integration doesn't have write permissions to remove the subscription assignment. The reclamation identifies the candidate, but the actual deprovisioning requires API permissions to modify user assignments in Adobe Admin Console or Salesforce. Check that your integration credentials have the appropriate write/admin permissions, not just read. |
Extracted from Recording |
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21 |
I have a quality issue with some of my discovered data. Some number of publisher records with either duplicate or near duplicate names: (i.e. 8.8 Inc. and 8x8, Inc.) based upon the “discovered” data. If I can’t fix the source data at this time, what’s the appropriate way to combine/fix the different publisher records. |
Can you look at normalization results on company name to see if that is normalizing the disovered publisher names? That would be my first place to look to resolve this |
Written |
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22 |
I find it rather difficult to explain to co-workers what I need to gather data through Direct Integration Profiles in SAM Pro making it quite hard to get help from them let alone find the correct co-worker. Can you give me a short explaination that might help? |
When explaining SAM needs to coworkers, focus on the business value: compliance risk reduction, cost savings through optimization, and visibility into software usage. For technical requirements, emphasize that you need accurate discovery data (who has what installed), entitlement data (what licenses we own), and ideally usage data (what's actually being used). Frame it as protecting the company from audit risk and saving money on unused software. |
Extracted from Recording |
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23 |
We're struggeling to get the normalization rate for our software discovery models above 85%. Is that low or high or... And what would be the best ways to boost the normalization rates? |
85% is very good. First determine if the effort to getthe additional 15% is important foroyur organization (like which publishers, licensence cost) to determine a best use of resources and time for effort |
Written |
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24 |
After configuring user resolution rules and the sn_itam_samp.user_resolution_exclude_table system property, when I run the Adobe subscription import integration, I see that all records have been updated. However, with the M365 subscription integration, I only see 1/3 of our subscription records updating. It also runs much faster than before, and much faster than Adobe. I'm concerned the job may be crashing and not actually completing. Is it actually expected for not all active Microsoft subscription records to receive an update when running the M365 integration, where the Adobe subscription integration does update all the subscription records? |
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Unanswered |
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25 |
What is the recommended feature we should be using to relate software models to Business Applications. Should this be done via the TRMs in EA, the Model ID on the Service Instance, both, or by some other means? |
For relating software usage to entitlements in SAM, we recommend using the allocation feature. Allocations create the explicit link between users/computers and their entitlements. For usage tracking, ensure metering is enabled and configured for the relevant software. The reconciliation process then uses both the allocations and the usage data to show accurate consumption against entitlements. |
Extracted from Recording |
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26 |
is there any enhancements coming to allow us to do bulk upload of device allocation in the SAM Workspace (similar to the entitlement import)? |
For bulk upload of allocations, yes there are enhancements being considered. Currently, you can use Import Sets to bulk load allocation data. Prepare a spreadsheet with the user/computer identifiers and the entitlements they should be allocated to, then use the Import Set functionality to load them. The product team is looking at making this process more streamlined in future releases. |
Extracted from Recording |
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27 |
Could you explain what classes a subscription as stale in SAMP? We first thought that these would be subscriptions that have activity older than 30/60/90 days, but we see some of these stale=true subscriptions with activity as recent as this week. |
A subscription becomes "stale" in SAM Pro when it hasn't been updated or synced within a defined period. This typically indicates the SaaS integration hasn't refreshed the data, or the subscription may have been removed from the source system. The staleness threshold can be configured. Review stale subscriptions to determine if they should be removed or if there's an integration issue to resolve. |
Extracted from Recording |
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28 |
Is there a way to set the environment value through discovery outside of using the server name? We have several million CIs, so manually updating them isn't a great option for us and our server names don't follow a spacific pattern. |
For setting the environment value through discovery automatically, this depends on your discovery source and configuration. Some discovery tools can detect environment indicators (like server naming conventions or tags). You can also set up Discovery patterns or transforms to automatically populate the environment field based on criteria like hostname patterns, IP ranges, or cloud tags. |
Extracted from Recording |
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29 |
Could someone explain why we would see two license metric results under the same software model? The software model has 3 entitlements attached to it, but the entitlement attributes are all the exact same. Is there anything else that could be causing this? |
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Unanswered |
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30 |
Pre Yokohama/Zurich, we could see data coming into the CrowdStrike Active Senor table through the CrowdStrike integration. Since upgrading to Yokohama, we’ve noticed this table is no longer getting updated. This is also happening to my other colleagues who are dealing with instances on the Zurich version. |
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Unanswered |
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31 |
If License Metric Result is empty, does the installation get excluded or treated as unlicensed? What causes Software Model Result to remain blank even for licensable products? |
[Unable to locate answer in recording] |
Written |
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32 |
In the License Position report, does the installation count include only software models that have matching entitlements, or are installed models without entitlements also displayed as unlicensed consumption? If such installations do not appear in the report, how can we track those non-compliant installs — is there any out-of-the-box report or dashboard in SAM Pro that lists licensable software without matching entitlements? |
In the License Position report, the installation count typically includes all installations discovered and matched to that software model, regardless of allocation status. To see only allocated versus unallocated, look at the allocation-specific reports or drill into the software model details. The License Position shows your total exposure, while allocation reports show what's been explicitly assigned. |
Extracted from Recording |
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33 |
I am unaware if there has been a fix for this quite yet, but I have seen 'stacking' of software installations coming in through Jamf/Intune Service Graphs. We are seeing Google 1.1, 1.12, 1.13 etc.... all showing as true. There is no functionality that I can see that will mark the others as false when a higher version is installed |
If you're seeing a known bug or issue, first check if there's a fix available in a recent patch or release. Search the Known Error database in the ServiceNow support portal. If no fix is available, ensure you have a support case open so the issue is tracked. Workarounds may be available depending on the specific issue. |
Extracted from Recording |
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34 |
We are in the process of implementing SAMPro and I’m trying to figure out the best way to backfill all current entitlements into SAM and how I would match up Publisher Part number to what was previously purchased or is it not necessary to have the PPN for previously purchased data? How will this affect Normalization and reclamation? |
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Unanswered |
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35 |
Has anyone ever tried to utilize “Security Data Filters” to restrict access on what users can see on a certain table without touching ACLs? IE: We have multiple contractors and only want them to see their respective entitlements. Our contractor that owns Microsoft will only see Microsoft entitlments when on the Software Entitlement table. The docs site makes it seem like this should be possible and I just want to know if anyone knows if this is possible? Thank you. |
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Unanswered |
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36 |
We are facing challenges in managing ServiceNow licensing without relying on manual data or having general Admin rights. The knowledge and information we have found on the subject suggest either: • Not handling ServiceNow licensing in the SAM module, but instead using Subscription Management. o This is not possible for us, as access to Subscription Management requires Ad-min rights, and we will never be granted this access in our organization—nor will our users (the License Management team). • Handling ServiceNow in the SAM module and importing usage manually using Software Asset → Administration → Resource Value. o This is, of course, an option; however, it is a very manual process, using data that is not reliable even the next day, and it does not showcase ServiceNow very well from a professional point of view. We want to show the users that ServiceNow SAM is a reliable and trustworthy product. How can we ensure compliance while providing a professional overview of our ServiceNow licenses? |
Please upvote ideas (for SAM including Servicenow licensing data) at the ideas portal: https://support.servicenow.com/ideas?id=ideas_list&sysparm_module_id=enhancement_requests |
Written |
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37 |
We do have Oracle GLAS installed. The active license is different compared to Oracle script |
Hi Archana - please raise a support case for this. It’s difficult to comment without specific details |
Written |
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38 |
In the ITOM Visibility subscription consumption daily count process: is there a detailed list/filter criteria available on which CIs are included/excluded when calculating? I know it's using a 90-days average, which makes it more difficult when trying to narrow down the search in order to lower consumption. |
For ITOM Visibility subscription consumption daily count processing, the process runs on a schedule to calculate your consumption against your ITOM subscriptions. If you're seeing unexpected results, check the subscription configuration and ensure the count rules are correctly defined. The consumption calculation looks at CI counts and subscription entitlements to determine your position. |
Extracted from Recording |
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39 |
Adobe/Salesforce Reclamation: Why does the reclamation process fail or remain "Pending" even after the CSD (Client Software Distribution) plugin is active and the integration profile shows successful discovery? |
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Unanswered |
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40 |
Other than bombarding the content catalog with requests, what is the best way to track and monitor changes in model names that occur with M&A activity? I am constantly playing whack a mole with publishers and names, not even mentioning the internal "friendly" names that people refer to tools by - is there something out of the box that can handle or accommodate this besides just dumping so much text into the comments and work notes? |
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Unanswered |
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41 |
How to split out oracle between different divisions? Same master agreement but separate purchase agreements. How to create discovery models and software models to identy what install belongs to which division? |
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Unanswered |
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42 |
Will there be a meet up session at Knowledge26 this year, similar to last year's conference? |
Yes! Stay tuned for details closer to the time |
Written |
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43 |
When creating Smartsheet direct integration, I have this error: "The operation you are attempting to perform is not supported by your plan" I read from SNow KB that this issue can only be solved if we procure Event Reporting add-on from Smartsheet, as the API endpoint points to Event table, which is part of this add-on. Does that mean we cannot create Smartsheet integration without Event Reporting add-on from Smartsheet? |
I believe you can still create the integration - but you would not be able to run the ‘calculate activity; subflow without the Event Reporting add-on from Smartsheet |
Written |
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44 |
We want to confirm the behavior of Subscribed Products Threshold. Is this feature only used for optimization/management visibility, or does SAM Pro also compare license costs and recommend moving users from multiple standalone licenses to a suite license if the suite is cheaper? |
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Unanswered |
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45 |
For Scot Eagle (maybe this explaination may help) In ServiceNow SAM Professional (especially for SaaS License Management), Direct Integration Profiles are pre-built connectors that let your instance pull data straight from major software vendors' portals (like Microsoft 365, Adobe Cloud, Okta, Miro, or others with out-of-the-box support). You set them up in the Software Asset Management workspace under License Operations > Direct Integration Profiles (or via SaaS License > Direct Integration Profiles), select the vendor's profile, enter credentials/API keys from their admin console, and then schedule or run jobs to automatically import things like active user subscriptions, usage data, entitlements, and sometimes feature-level consumption. This gives SAM Pro accurate, real-time visibility into who has what SaaS licenses, how much is actually used, and where you can reclaim or optimize spend—without manual spreadsheets or generic discovery tools. |
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Unanswered |
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46 |
It's basically the "official pipe" from the vendor into ServiceNow for deep SaaS license compliance and cost savings. |
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Unanswered |
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47 |
Adobe is a particular problem for this - it can't tell which is free or paid - very difficult |
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Unanswered |
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48 |
Not sure if someone is on the call associated wtih SG-Azure. We have an open case for issues where a recent version of the connector is populating the CPU Count with CPU value from the Azure template and updating CPU Core Count from VCPUs - causing the core licenses required for Azure Hybrid servers, etc to be significantly incorrect (example - both CPU Count and CPU Core count set to 16; 16 x 16 = 256 Cores required instead of 16 Cores). Is this now a recognized issue PRB that will be getting fixed soon? |
For Azure Service Graph connector issues, the connector configuration needs to have proper Azure AD app registration with the correct API permissions. Common issues include expired credentials, insufficient Graph API permissions, or network connectivity problems. Check the integration logs for specific error messages. Ensure the app registration has the required Microsoft Graph permissions for reading subscription and user data. |
Extracted from Recording |
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49 |
there are two attributes "software model" and "automatically matched" in the discovery model table. what is the use case for these attributes? which job / process populates this information? |
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Unanswered |
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50 |
we recently integrated SSO Integration with Azure to bring in SSO applications - when we try to connect to an SSO application it fails. Do you have any knowledge articles or docs to troubleshoot this issue? |
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Unanswered |
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51 |
Adobe/Salesforce Reclamation: Why does the reclamation process fail or remain "Pending" even after the CSD (Client Software Distribution) plugin is active and the integration profile shows successful discovery? |
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Unanswered |
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52 |
Wouldn't the product type (e.g., Licensable, Not licensable, etc. be the differentiator re: that explanation? |
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Unanswered |
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53 |
We are having issues with ITOM discovery for AIX servers and it not discoverying IBM software - is this a known issue - we do have an open ticket and don't have an answer yet |
No known issues that I can find. Look at the result of your installed software probe in the aix classifier for any errors |
Written |
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54 |
We understand that normalization currently prioritizes the Display Name received from discovery while mapping the software model. However, the Display Name can be customized and may contain component names even when the actual installed product is a suite. For example: Microsoft_Office_Standard_2007_Excel_only represents an Office suite installation, but because the word Excel exists in the Display Name, the installation is normalized as Microsoft Excel instead of Microsoft Office. Why does normalization rely primarily on Display Name for mapping suite vs component products, and what is the recommended way to ensure Office installations are recognized as a suite when discovery names include component titles? |
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Unanswered |
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55 |
We recently did a massive cleanup and successfully drove our unlinked subscriptions down. However, we’ve hit a wall with about 1,100 remaining subscriptions. These belong to valid, potentially cloud-only non-person identities and persons from separate entity domains. Our platform owner has established setting up LDAP to import the ~200 users from another area of the business not feasible. To satisfy SAM, we are considering writing a scheduled script or manually create these users, to natively generate 'shell' or 'stub' user records, basically dropping them in as active users so the subscriptions can link. My questions for the product team are: 1. How have you seen other customers navigate this exact scenario? 2. Is generating these 'shell' user records a recommended workaround here, or is there a cleaner way to manage users without subscriptions? 3. What are the risks + downsides of not having a software subscription linked to a user? |
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Unanswered |
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56 |
Smartsheets - in the reclamation candidate it has the inability to remove accounts that have content workspaces - can we change it to disable license |
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Unanswered |
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57 |
I have a question related to AWS RDS BYOL management. We are working with our ITOM team regarding activating the cloud discovery patterns required. They are concerned with the data management of these discovered assets as it will consume SUs and we want to be able to define a standard process for addressing data quality and normalization errors. |
For AWS RDS BYOL (Bring Your Own License) management, SAM Pro can track your Oracle or SQL Server licenses running on AWS RDS. You'll need to ensure discovery is capturing the RDS instances and that you've set up the appropriate entitlements for BYOL. The licensing rules for cloud BYOL can be complex - make sure you understand the vendor's cloud licensing terms (like Oracle's cloud licensing policy) when setting up your entitlements. |
Extracted from Recording |
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58 |
Where is the idea link for tracking ServiceNow subscriptions in SAM? I would liek to upvote but am having trouble trying to find it |
Subscription Management under the naviagtion menu |
Written |
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59 |
Reminder on the Citrix question and Rights per Pack questions above. 🙂 |
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Unanswered |
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60 |
Obsoluately is |
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Unanswered |
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61 |
When I create an Entitlement for a Software subscription and the software vendor brings out a new version every two month, how can I handle the version of the entitlement? Is there a process to update the ppn and/ or software model and/ or version automatically? I can't change the entitlement manually everytime, is there a best practise? ( Without integration to MS or Adobe) |
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Unanswered |
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62 |
Bingo for business apps its EA with the TRM/TPM that is primarily used for AppRatz when it comes to rationalizing softrware that supports business applications. |
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Unanswered |
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63 |
Can anyone from the ServiceNow side identify what drives the Software Model Result field on a Software Installation Record? We are seeing some installation records that have DMAP's and are Normalized and show a Software Model on the DMAP but not on the installation record. We believe this is causing issues with these records showing in the SAM Workspace for Compliancy and are unsure what drives it. Thank you. |
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Unanswered |
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64 |
I have a client who "packages" products such as Adobe PDF Reader and in doing so, overwrites the version number. This has recently been discovered. Can you tell me other than reconciliation / compliance, can you tell me what other processes would be compromised by this. |
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Unanswered |
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65 |
We’ve noticed that when we run a reclamation, ServiceNow marks the task as 'Closed' and says the license was 'Revoked.' However, when we check the actual vendor portal (like Adobe or Salesforce) or Subscription table in service now, the user still has the license assigned. Could you explain why ServiceNow reports a successful revocation when the change hasn't actually happened in the external system? Does the system check for a 'success' confirmation from the vendor's API before closing the task, or does it just assume it worked because the workflow finished?" |
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Unanswered |
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66 |
Can you go through the best way to handle concurrent licenses where you do NOT have a con-nection to a license server and you also do not have Publisher Integration. We are currently using Metric Group ‘Concurrent Licenses’ and License Metric ‘Floating’, and Agreement Type 'ELA'. However when we look up the compliance through License Usage, we see no installations at all. 0 Licenses Required, 0 Installs. What is the best way to register concurrent licenses, so we can still see usage data? |
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Unanswered |
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67 |
MLS statement upload process, any standard template provided by ServiceNow? why include in license summary as no will not be uploaded |
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Unanswered |
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68 |
It should be noted that in order to upvote in the Ideas Portal you now have to be a Now Support user. Not a fan of this change and limits those of us that are standard SN users. While this isn't SAM related it is related to a response above. |
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Unanswered |
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69 |
What inbuilt normalization rules are set in SAM Pro? |
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Unanswered |
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70 |
ITOM - InTUNE service graph connector does not have last used date, would love to know is that being worked on, to utilize for reclaimation champaigns? |
It looks like from Microsoft that intune does not use or have a notion of a Last Used Date - so for the SGC, we focus on lastLogOnDateTime and lastSyncDateTime |
Written |
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71 |
We are unable to create reclamation rules for User Subscription license types. Could you confirm whether SAM Pro intentionally restricts reclamation for subscription-based licenses |
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Unanswered |
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72 |
Hi team, am a SAM beginner here. could someone please direct me to the guidelines/best practice for implementing SAM using Core Asset Management. Thank you. |
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Unanswered |
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73 |
What are the filters that applied while creating the reclamation candidate manually - especially when we try to select the installation or user subscription |
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Unanswered |
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74 |
I arrived late so appologies, but curious why the emphais on this call to ask about SAM/SAM-P questions related to ITOM which focuses on operational reliability/performance, not license compliance or cost optimization? |
yea or just any ITOM question you have in general - thanks for joining! |
Written |
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75 |
Is there a way/setting in SAM to not count specific users in the user table as part of the SU calculation? As a Higher Ed institution with ‘life long learning’ as an option, we don’t remove users from AD - so I have 420,000 users in the table but only 30-40k max active users any given year. |
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Unanswered |
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76 |
Are you all aware of the Software Component Model that is planned as part of the CSDM and in fact, its already a table in ServiceNow and if so, I'm wondering what your take / knownledge of it and what your planning regarding it in the future? |
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77 |
When using Resource Consumption, is there a way to ignore installs so that license usage is in a compliant state. |
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78 |
maybe a silly question - certain software's show up in license workbench/position report that show as "licenseable" that really aren't. for example - apple built-in apps like "news" "music" "tv". what's the best way to account for those? do you create an entitlement for $0 to satisfy samp? i've just been ignoring them but obviously that makes the workbench/position report less useful |
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79 |
RE: Where is the idea link for tracking ServiceNow subscriptions in SAM? I would like to upvote but am having trouble trying to find it Randy's reply didn't answer my question. I know where to find it in the platform. I am calling back to Kieron's comment that there is an idea out there we can upvote. I thought he was going to share the idea link, but I haven't seen it in the chat yet. |
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80 |
Thank you!!! It was the most meaningful session(s) for me for the week. |
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81 |
Can I ask why all of my questions were just ignored? Seems a bit odd |
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📅 Register for SAM Office Hours:
- EMEA/APAC Sessions: 1st Tuesday of each month, 9:00AM CET
- AMS/EMEA Sessions: 3rd Tuesday of each month, 11:00AM ET
Additional Resources
🎬 SAM Ranger Videos — Step-by-step video tutorials from the SAM product team
📚 SAM Path to Value — Get to value with Software Asset Management
💡 ServiceNow Idea Portal — Submit feature requests and vote on ideas
