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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: March 17, 2026
- Questions: 91 total (36 written, 19 extracted from recording, 36 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 |
What steps are required to properly configure Adobe Creative Cloud and Document Cloud for software reclamation considering there is no last login data provided by Adobe portal? We are trying to do this with machine level software metering but the rules are not working as expected. |
To properly configure Adobe Creative Cloud licensing in SAM Pro: First, set up the Adobe Admin Console integration in ServiceNow to pull subscription data. Then configure your entitlements with the correct Adobe product SKUs. Ensure your user matching is working between Adobe and ServiceNow users. Run reconciliation to compare discovered subscriptions against entitlements. Review the compliance position and address any over or under-licensing. |
Extracted from Recording |
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2 |
in the SAM Workspace - how can we change some of the tiles (e.g. Expiring mtce and subscriptions) to align with the rest of the tiles (e.g. published status)? |
To customize tiles in the SAM Workspace, you'll need to modify the workspace configuration. Some tiles can be configured through the workspace builder interface. For more extensive changes, you may need to work with your ServiceNow administrator to modify the workspace components. Note that heavily customized workspaces may require additional maintenance during upgrades. |
Extracted from Recording |
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3 |
Do future releases of SAM plan to solve for purchased entitlements not running the auto allocation script? (Not sure if Zurch solved this in the new Flows either) |
Hi there anonymous - there are features we have being built out, but this will always rely on Reconciliation being run as well as configuring Business Rules involving “Calculate Allocations Available” which will target the Missing Active Rights. Lastly, if you have created any Custom Scripts or cutomizations related to, you will want to ensure they are carried over and not broken during each upgrade. Hope this helps! |
Written |
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4 |
Our ServiceNow discovery is picking up virtual machines and marking them as "Virtual = true", but it is not creating a relationship to the host server. We do not have our discovery configured to access VMware / vCenter. What plugin or store add-in needs to be added in order to have the Host Machine -> Virtual Machine relationship configured so that our virtual machines can account for entitlements correctly? |
So you mostly answered your question - you will need to discover the vCenter to get the other side of that coin, Horizontal Disco gets you the compute, and VCenter disco gets you the instance side - you don’t need to add any new plugins just setup Discovery for VCenter |
Written |
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5 |
In ServiceNow SAM Pro, what are the common causes of software entitlement import failures when using the latest import template? Recently, importing the template has been creating duplicate entitlements, and when reviewing the entitlement import errors, the additional entitlements contain no data in any fields. |
Common causes of software entitlement audit findings in SAM Pro include: incorrect DMAP mappings causing software to match to wrong models, missing entitlements for licensed software, incorrect metrics on entitlements (wrong license type), allocation issues where users/machines aren't properly linked to entitlements, and discovery gaps where not all installations are being captured. |
Extracted from Recording |
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6 |
Can you talk about how the Other Software Requests work with SAM Pro? Trying to see if we can use that to provide approval for new or upgraded software titles and then get them into software models to use that for a list of what is and isnt approved. |
Other Software Requests work with SAM by integrating with the software request catalog. When users request software through the catalog, SAM can check license availability before approval. If licenses are available, the request proceeds. If not, it can trigger procurement workflows. The integration ensures users get properly licensed software and helps track consumption against entitlements. |
Extracted from Recording |
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7 |
What are best practices for governing which products should be marked as “License under management = true” versus “License under management = false” ? |
Use this ‘License Under Management’ feature to restrict the content displayed on the License Usage dashboard. When using this feature or the Published Products section, ensure that you select all the software titles for a specific publisher. We recommend selecting the publisher, especially for publishers that offer suites. |
Written |
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8 |
good morning . I want to know when software models are created by create source Downgrade rights ,are only certified = true models considered or models are created for all |
Software models are created by the SAM content team and delivered through the content library. They can also be auto-generated through normalization when new software is discovered. For custom or in-house applications, you may need to manually create software models. The content library is updated regularly with new models for commonly used software. |
Extracted from Recording |
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9 |
When setting Software Models to have a Suite Component or Suite Parent, what are the best governance practices for using the “Always Mandatory” versus “Optional” options? |
If without that particular component the suite doesn’t exist, then mark it as mandatory. For example, a suite of database applications where the database engine is “the heart” of the application (without which the database is not running), then you will want to mark it as mandatory. |
Written |
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10 |
What is the best way to clear out old reclamation candidates that have not been actioned? |
Hi Vik - the best way to clear this out is to update the status to “Closed Skipped” or else “Closed Incomplete”. You can do this in bulk. Best practice is to never delete them. This keeps all historical data for auditing purposes but also avoids the risk of the reclamation candidate being re-created by the next scheduled job. Hope this helps! |
Written |
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11 |
we are trying to get the software installation path (install location) added to our Software records. we have the ACC installed as well as File based discovery set up and still only get lest than 5% of software titles showing the Install locations. |
This is usually a function of the file(s) themselves (i.e., if the install location metadata doesn’t exist for that file,ACC won’t be able to stamp that information. You usually see this when some files do provide file path while some others do not. I’d suggest reach out to the ITOM Team who owns ACC to troubleshoot if you suspect certain files should have seen the install path info populated. |
Written |
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12 |
After Adobe integration we have ARCH (unidentified user subscription) and it raise Alert and user@adobe.com user list under Adobe subscription and it it affect health check results, |
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Unanswered |
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13 |
Hello, Matt Basil here from Eaton. We are preparing to implement SAM Pro. Is there a roadmap for publisher packs and/or supported SaaS portals (e.g. MS and Adobe)? We have some publishers in scope (based on feedback from our Finance org) for which we have not yet identified OOB publisher packs and thus have to explore some alternative methods to get license data into SAM. |
For implementing SAM Pro at Eaton, I'd recommend a phased approach: Start with Microsoft licensing as it's typically the highest value and most complex. Use the guided setup wizards. Ensure clean discovery data before starting. Plan your entitlement data collection strategy. Set realistic timelines - a full SAM implementation typically takes several months to get right. |
Extracted from Recording |
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14 |
GM everyone. My company is new to SAMPro and HAMPro that said, I am onboarding applications in the SAM Workspace. I went o the Published Products and added the applications however, NOT all the applications titles are showing on the SAM Workspace. I ran the'Run reconciliations' |
Are you talking about Custom Software Products when you said you added the applications? Reconciliation requires you have installation records normalized to that product that you created. If nothing is normalized, then recon will not have any install to reconcile. |
Written |
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15 |
Where we at with Container based Software discovery? I know we’re not capable now, and we are to leverage Aqua Trivy to make something useful, but any roadmap to share? My customer wants to initiate ITOM/SAM primarily achieve VR against 80% Container vulnerabilities on top of 20% OS from their footprint |
Container-based software discovery is being enhanced. Currently, you can discover containers through our Service Graph connectors for Kubernetes environments. The challenge with container licensing is that vendors have varying approaches to how they license containerized workloads. We're working on improving discovery and modeling for container scenarios as this becomes more prevalent. |
Extracted from Recording |
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16 |
Microsoft reservations tracking is a bit troublesome. Is it possible to add a field "Reservation ID" to the reservation form? That way during True-up, it'd be easier to match entitlements to MSFT invoices |
Hi Anonymous - great question. There is a couple things you can leverage that are not custom, that may help with this: 1) when creating a reservation, you can define the specific start and end dates that will give you the ability to better see which invoice this may match up to. If you have multuple invoices with the same dates, that is a different conversation. (2) For managing existing volume licenses in Microsoft 365, you can search for, view, and manage specific Reservation IDs directly in the Microsoft admin center under Billing > Your products. This may be more of what you’re looking for. Hope this helps! |
Written |
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17 |
After Reconciliation runs, we noticed that the device allocation for 1 entitlement does not match with the Software Installation table. I want to ask how to define if we chose the correct software model and discovery map. If software model and discovery map are correct, what could be the other issues, and what should we check? |
[Unable to locate answer in recording] |
Written |
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18 |
in discovery model - there is an attribute "software model" - is this an override to map a discovery model to a software model? are there restrictions using this override (e.g. you can only map within the same normalized publisher and product)? |
best practice is the other way around: create your software model, and then using DMAP (as well as matching normalized attributes), it will pull “Matching Discovery Models” |
Written |
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19 |
We have custom fields on our alm license entitlement table, can we customize the upload template or do the upload template/ error GUI then do a bulk upload for the additional fields on another template? |
Yes, custom fields on the alm_license_entitlement table can be included in imports. When using Import Sets, map your custom fields in the transform map. For the bulk entitlement upload template, you may need to modify the template to include your custom columns and update the transform accordingly. Work with your ServiceNow administrator on the import configuration. |
Extracted from Recording |
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20 |
How does SAM Pro handle reconciliation and compliance for subscription-based software (SaaS, M365 user subs, etc.) that isn’t ‘installed’ and therefore isn’t discovered by SCCM or ServiceNow Discovery? |
Written |
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21 |
Do we rely entirely on Software Subscription records and SaaS integrations instead of Software Installs? |
yes, that is true for truely SaaS prodcuts - we do have Hybrid software (MS, Adobe) that might have both subscription and installation record |
Written |
|
22 |
Some spoke or plugins are Paid in ServiceNow store such as SAP S4 HANA Cloud Spoke. I believed it is included in SAM Pro package, is that correct? |
he SAP S4 HANA Cloud Spoke is classified as an Integration Hub Enterprise spoke |
Written |
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23 |
Are there any new patterns or features in the latest release (or Australia) for subscription-only tracking |
https://www.servicenow.com/docs/r/release-notes/rn-summary-new-features.html Check this for subscription features coming with Australia |
Written |
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24 |
How can I fix Health Check errors about "Check SQL Server Database edition discovered using SGC for SCCM", SCCM doesn't discover edition |
For Health Check errors about SQL Server Database Engine installations not assigned to a cluster, this typically means discovery found SQL instances but couldn't determine the cluster relationships. Review your discovery data for those servers - ensure the cluster relationships are being discovered and properly recorded. You may need to adjust discovery patterns or manually add the cluster relationships if they're not being detected. |
Extracted from Recording |
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25 |
In the SAM Workspace, the green compliance indicator on the publisher tile often leads to false positives—for instance, when certain products rely on non‑scripted custom metrics or when the software is not discovered. Is there a way to reflect this directly on the tile, separate from the red/green compliance status to avoid reading these false positives on tiles? |
Hi Gabrielle - this is a great question and lots of components that go into answering this one. 1) If the product is not meant to be licensed (e.g., a free patch or component), you can use the "Ignored" install condition or remove the software discovery model. (2) Ensure the SW Model result is associated with your EA/ELA as this can sometimes override individual install issues and keeps the status green. (3) ensure you are removing unlicensed installations or use the “remove” option to remediate, as this could give a false positive if not done. (4)You will want to look at unlicensed subscriptions as well. In the SAM Workspace, I would look into the product and examine the License Usage or Software Model results to ensure things are cleared in the unlicensed installs and subscriptions areas. Sometimes subscriptions are overlooked. (5) Lastly, I would ensure the right license metric is being applied. I find a lot of customers accidentally put “per device” versus “per user” and cause a compliance failure. |
Written |
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26 |
What are the best practices in SAM Pro for tracking freeware applications? Should freeware be modeled as software models, excluded from normalization, or managed as business applications to maintain visibility without impacting compliance calculations? |
You do have the ability to manage freeware (non-licensable) in ServiceNow. |
Written |
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27 |
When adding product license exception rules, does the system updates previous normalization results or do we have to always go back to the discovery model, revert normalization and save causing the record to show manually normalized. |
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Unanswered |
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28 |
Is SAM certified by Oracle to use for reconciliation and audit? |
Yes, ServiceNow SAM is Oracle-verified. |
Written |
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29 |
We use SAM Pro and we do not have HAM Pro - currently we encounter issues with devices having software installed on them and not yet being wiped (ex. a "Compliance Hold" period for 15 days). What are best practices regarding compliance hold and software records showing for an extra 15 days after a user stops using a device? |
Using SAM Pro without HAM Pro is a supported scenario. The main thing you'll miss is deeper hardware asset management integration. For software licensing purposes, SAM Pro can work with CI data from CMDB without HAM. Ensure your hardware CIs have the necessary attributes (like processor count, core count) that SAM needs for accurate license calculations. |
Extracted from Recording |
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30 |
2 part question - 1 what is the best ways to report on licenses that you want to be able to see what all is install at location base on both cloud and locally installed. 2 - best way to report on downgrade. IE SAM Workspace rolls up verion counts but at the sam install table has everything at the software level. Hope that make sense. |
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Unanswered |
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31 |
If I have SAMPro License then do I need to buy any separate license to use Virtual Agents? |
Virtual Agents are not included with SAM Pro. I believe this is licensed via ITSM, but please check with your aligned account exec. |
Written |
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32 |
Is there documentation available that describes the integration between the ServiceNow Software Catalog and SailPoint IIQ for handling software access requests and downstream provisioning? |
|
Unanswered |
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33 |
Are there any best practices for gathering software entitlement required attributes of license type, metric group, and license metric when a PPN is unavailable or doesn't match a PPN in ServiceNow? |
Best practices for gathering software entitlement requirements include: Work with procurement to get purchase records, contracts, and invoices. Engage IT teams who manage specific software. Review vendor portals for subscription/license details. Check with finance for asset records. Start with high-value vendors and work down. Create a data collection template to standardize the information gathered. |
Extracted from Recording |
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34 |
We have SAM Pro implemented. Does software usage data need to be in the samp_sw_usage table for the Reclamation Rules to work? Currently we have data populated in the cmdb_sam_sw_usage table and trying to find a solution to transform the data from the cmdb_sam_sw_usage table to the samp_sw_usage table. |
For software usage data with SAM Pro, you have several options: ACC-V agent for endpoint usage metering, SCCM metering data if available, SaaS integration usage data, and manual usage surveys. Usage data isn't required for basic reconciliation but is valuable for optimization and reclamation. Plan which software needs usage tracking based on value and optimization opportunity. |
Extracted from Recording |
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35 |
We are currently running a SAM POC for Grammarly and have found a significant data discrepancy regarding reclamation candidates. While ServiceNow is flagging users as inactive for 90+ days, our Okta logs show active logins as recently as March 10th. The Okta team is specifically filtering for user.authentication.sso to verify this activity. My question is: What would be the specific expression or attribute the ServiceNow SaaS Integration plugin uses to pull 'Last Used' data? |
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Unanswered |
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36 |
I have checked that as well, BigFix supplies over 95% of the installation paths and is on the import but is not being added to the records, MECM also supplies this information, I have reached out to our ITOM team and they have not been able to help. |
Depending on how you’re importing those records should go through our IRE - and if we find the corresponding CI that matches those install records we should create in the correct tables |
Written |
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37 |
No. These are software like - CorelDraw, AutoCad, Articulate 360, etc. These are Normalized. we just need to see visibility in the workspace |
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Unanswered |
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38 |
When we’re running reconciliation and findings show that consumption is much lower than exptected. One of the most common causes I’ve found is that discovery models are getting created/normalized differently than entitlements. What is the best practice to get entitlements to match what’s installed or what’s comming over from SSO (like OKTA) ? |
When reconciliation shows consumption higher than entitlement rights, investigate the cause: Are there duplicate installations? Are test/dev systems being counted against production entitlements? Is the DMAP matching correctly? Are all your entitlements loaded? Once you identify the cause, you can either procure additional licenses, optimize usage through reclamation, or correct data issues. |
Extracted from Recording |
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39 |
We are implementing SAM Pro and need to report on overlapping license usage between device‑based and user‑based Microsoft 365 subscriptions. We were told that we could visualize allocated entitlements, which should populate alm_entitlement_user and alm_entitlement_device. We’ve integrated Microsoft 365 and loaded MLS data, but these tables remain empty. How are these entitlement tables populated, and should MLS ingestion create records in them, or is additional configuration required? If you want it even shorter or tailored for a ticket subject line, I can help with that too. |
For reporting on overlapping license usage between device-based and user-based Microsoft 365 subscriptions, this requires careful entitlement setup. Create separate entitlements for device-based and user-based subscriptions. Use the allocation tables to track which users/devices are assigned to which entitlement type. The SAM reports can then show consumption against each entitlement separately. Note that the alm_entitlement_user and alm_entitlement_device tables are populated through allocations, not automatically from M365 data. |
Extracted from Recording |
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40 |
What is best practice on the Software Catalog? We are in the process of converting a custom request process for approved software to publishing the software model on the catalog. Current published list contains well over 250 titles. Are customers creating that many software catalog items? Seems like a lot of clicks per catalog item to publish. What would be considered too many software products to publish. |
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Unanswered |
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41 |
we import through SN suppied connectors, should I open a High Ticket? |
yes- if you are stull having issues - please open a Hi ticket |
Written |
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42 |
Purpose: To provide the details regarding contacting customer support for ServiceNow. The Now Support site is the one-stop location for processing Patches, Upgrades and logging Cases (Issues) for the ServiceNow Application. Vendor Support URL: https://support.servicenow.com/now Vendor Contact Info: Customer Success MGMT Support Reps Kristin Richardson: kristin.richardson@servicenow.com Jennifer Glithero: jennifer.glithero@servicenow.com Vendor Name: ServiceNow My Support Portal: Location for managing Cases, Changes & Problems https://support.servicenow.com/now?id=ns_task_management Question regarding PPNs, if you create a custom PPN because it's not listed and at the same time submit a ServiceNow Support request to add the PPN to the content library, will they match up, do I need to do anything to reconcile the custom PPN to the PPN added to the library? |
[Unable to locate answer in recording] |
Written |
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43 |
We are setting up the Microsoft Dynamics 365 and Power Apps Integration Profile in our DEV environment. Our internal security team is questioning the level of security that ServiceNow requires for this setup. The main concern is why Global Reader and a personal admin role are required to obtain OAuth access, rather than using the application registration directly (since the Client ID and secret are already configured). Can you clearly explain the end-to-end flow of what happens after the “Get OAuth” link is clicked? Has any of your other customers questioned this? |
For Microsoft Dynamics 365 and Power Apps integration setup, use the guided setup in SAM Pro. You'll need: Azure AD app registration with appropriate permissions, your tenant ID, the app client ID and secret. The integration pulls in subscription data from Microsoft. Follow the product documentation for your specific ServiceNow version as the setup steps may vary. |
Extracted from Recording |
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44 |
We have several software that are Auto Install and our developer is having issues with fixing the Auto install since it is so customized. Does Auto Install having anything to do with versions? Is this a issue with Auto Install not working |
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Unanswered |
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45 |
can the metrics and/or calculations in the ITAM Health Check be modified? For example: we want to track ALL Virtual Machines missing relationship to ESX Host, not just VMs with SQL or Windows Server or Oracle DB installed (which is what the health check currently looks for). |
you are not able to make changes to the ITAM Health Check - we are working to add more products and checks in that section. |
Written |
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46 |
We have users that sometimes forget they already have a software allocation assigned to them, they just need the software reinstalled. Our flow is the standard procurement flow, however it gets hung up at sourcing due to the "Duplicate allocation exists" message. What do you reccomend we change to allow bypass of sourcing if they have an allocation already? |
To prevent duplicate software requests, implement request validation that checks existing allocations and pending requests. Use workflows that query the user's current software before allowing new requests. You can also show users their current software allocation on the request form so they can see what they already have before requesting. |
Extracted from Recording |
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47 |
We have implemented/use the 'Hybrid software (MS, Adobe) integration (samp_sw_subscription) but the biggest challenge we have is when the UPN/Email are mismatched and as a resulting 'User' is blank. What are some alternatives to address this beyond the obvious (make them match) because forcing them to match is very impactful based on how the user logs in and it some cases, with federated users the UPN/Email cannot match as its a hard requirement for them to be different.? |
[Unable to locate answer in recording] |
Written |
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48 |
We have several users who haven't logged in or utilized their assigned license in over 30 days (some for several months). However, these users are not being flagged or added to the automated removal list. |
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Unanswered |
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49 |
Our apps team have asked for information on Support, End of Life or End of Support dates for software. When I generate the report from SAM Pro, the number of dates populated looks lower than expected. How does Service Now get this information and update it, or is this something we need to provide information on? |
it’s possible that the publisher simply doesn’t make lifecycle dates publicly available, therefore, Content Team could only provide a Lifecycle Code (with no date provided). If you feel that it’s incorrect, please submit a Content Request ticket to engage with Content Team so that they can perform an exercise to review the gaps that they can action. |
Written |
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50 |
We have a situation where the license Metric Results for Microsoft Subscription products display higher License Required By counts (user's subscriptions) than the Microsoft Admin Portal. Any suggestions as to why? HI Support suggests to "Reprocess" the licensing assignments on the microsoft admin portal side to match the numbers... |
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Unanswered |
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51 |
This Question from Karin Finkbeiner (in the Chat) is of interest to us as well : : " We are setting up the Microsoft Dynamics 365 and Power Apps Integration Profile in our DEV environment. Our internal security team is questioning the level of access that ServiceNow requires for this setup. The main concern is why Global Reader and a personal admin role are required to obtain OAuth access, rather than using the application registration directly (since the Client ID and secret are already configured). Can you clearly explain the end‑to‑end flow of what happens after the “Get OAuth” link is clicked? Has any of your other customers questioned this? " |
[Unable to locate answer in recording] |
Written |
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52 |
Some time ago a Software Model was created in error, and it did not have a product or version specified. That cause thousands of Discovery Model records for various products to be "Matched" to that Software Model, referencing everything from Adobe to Zscaler. We’ve already deleted the bad software model. Now we are left with thousands of Discovery Model records with "Match not found" status. We were thinking that we just needed to run a script to reset the Discovery Model Normalization status to "New" so that the scheduled "Normalization" job would either Normalize them properly, or create Normalization Suggestions. Unfortunately in our testing, we could update the status to new for them, but the "Normalization" job did not create the Normalization Suggestions that we could then process. How should this be cleaned up, as we have thousands on "Match not found" Discovery Models now? |
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Unanswered |
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53 |
Much of the SAM Module does not function when a Product is "Not Licensable". Including the license workbench. Sometimes we dont agree with them being "Not Licensed" and sometimes we want to manage them EVEN when they are "Not Licensable". Is there any method to turn on SAM functionality for ALL Products, regardless of "Product Type" |
Unfortunately, reconciliation (as in “license reconciliation”) by definition is to handle all your software installs that are Licensable. if you disagree with the Product Type value on a certain product, you can reach out to Content Team to see if they can make revision. If that doesn’t work (e.g., Content Team insistes that the Product Type is correct), you can either use Product License Exception rule to add a particula edition as “Not Licensable”, or you can also create custom software product with your preferred Product Type value. |
Written |
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54 |
Though ServiceNow provides options to use ILMT and Bigfix based Integration, what would be best to recommend to customer to integrate with ServiceNow ? |
Hi Sathish - this has a few variables on what you may be looking for. I would take a look at the documentation we have on LIcense Metrics Tools and BigFix Inventory integrations, here: https://www.servicenow.com/docs/r/it-asset-management/software-asset-management/ibm-ilmt-bigfix-inve.... Hope this helps! |
Written |
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55 |
Why do the same issue come up week after week once a manual normalization has been performed in the software license workspace? Once you manually revert normalization on a software publisher item that is out of tolerance. Why does it not stay normalized? |
When you only revert normalization (and do not manually normalize the record immediately), it will go back to pull the original normalization rules again. however, if you have it manually normalized, it should stay manually normalized (unless you “Accept” normalization suggestions associated with it, which will revert it back to native normalization rules again) |
Written |
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56 |
Related to a previous question- are there any KBs or specific guides related to setting up Discovery for vCenter? |
Hi Jared - yes there are. We have an article on our Community page: https://www.servicenow.com/community/next-experience-articles/servicenow-vcenter-discovery-step-by-s.... There are a few other articles to reference in Community as well. Hope this helps! |
Written |
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57 |
Why would some software installs that have the same discovery model map to the correct software model result and others show empty? ex - some of our Windows server installs have Windows 2016 Data center mapped to Microsoft CIS and other times it is empty under software model result - installs are active and recent |
When software installs with the same discovery model appear in different software models, it's typically due to normalization rules or DMAP configurations. Check if there are multiple DMAPs matching that discovery model. Review the normalization rules priority. This can also happen if the discovery model was re-normalized after an update. Investigate the specific software model links to understand why the split occurred. |
Extracted from Recording |
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58 |
This question is not for the group. i will be at K26, and want to get signed up for the Product Group meeting that occurs the day before K26, i believe that Monday. I need to attend the CMDB group, can one of you reach out to me with a contact so that i can get signed up to the event? |
Hi Noah - what I would do is register and after acceptance you will be able to see the sessions you can register for. I would then sign yourself up for the interested sessions. We do not have a direct contact for registration - it goes to a group email we are not a part of. |
Written |
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59 |
After Adobe integration with SAM Pro, it discovers ARCH (unidentified user subscription) and it raise Alert Also it discovers user@adobe.com user list under Adobe subscription and it affects health check results, how can I fix it? |
After Adobe integration, seeing ARCH (architecture) identified in discovered subscriptions typically means the integration is pulling architectural information. This is usually informational and indicates whether the software is 32-bit or 64-bit. If you're seeing this where you don't expect it, check your DMAP mappings and software model configurations for Adobe products. |
Extracted from Recording |
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60 |
I am seeing AIX servers discovered by Service Now Discovery and in the SW install table the deduplication processed = True and the Active Install = False. However, server is definitely Active so what does it mean when dedupe is True and Active Install is False? |
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Unanswered |
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61 |
Hmm.. it stays all week once we run a reconciliation manually but once it runs the weekend full reconciliation on all software titles. When we come back in on Monday the same software titles with the same computers are out no longer normalized by versions again. We have created our software entitlements to show versions of anything and editions of anything but in the software license workspace it keeps popping up with versions and never accepts the anything version and edition. Why is that? |
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Unanswered |
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62 |
Is there a way to upload device/user allocations to an entitlement? |
Yes, imports sets, manual allocation, or a script/API approach. I would recommend using import sets. |
Written |
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63 |
We don't want to accept normalization suggestions associated with it because they always just suggest the same versions which we are trying to avoid using versions. Please advise or show a document we can use to reflect upon this issue. Thank you!Q |
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Unanswered |
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64 |
We haven’t been able to complete normalization in our production instance because when we normalized in our subprod instance this removed the exisitng core_company records, it doesn’t allow us to select a non normalized company record on the ‘Publisher’ field on business application table. Can we go ahead with our SAM implementation without normalization or atleast updated the normalization properties to exclude ‘Reference qualifiers on all tables that reference Company will be updated to use the Normalized field’ ? |
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Unanswered |
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65 |
I have ceated a Custom Product and Custom Part Number for a suite of products. I have created Software Models for the Suite and all the Suite products, and an unlimited Entitlement for the Suite. In Reconciliation, it is not associating the usages to the the Suite, so they appear non-compliant. If I view the Software Model, I see the SW Installations against the Suite Componenet, but not against the Suite. All Suite componenets are Optional and Inference is set to Number = 1 so that any one component should count against the Suite. Why are the installs not showing against the Suite? |
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Unanswered |
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66 |
Do we need to pay extra cost for SAP S4 HANA Cloud Spoke if we want to create SaaS integration? |
SAP S/4HANA Cloud Public Edition is included with SAM Pro: https://www.servicenow.com/docs/r/it-asset-management/saas-license-management/integrate-with-hana.ht... |
Written |
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67 |
'@Resno - following up on discovery model question: the challenge is that the model is normalized but does not align with the software model (from PPN): fully normalized discovery model has the edition included as part of product, hence not aligned with software model (proper dmap and edition). for BP, do i revert normalization and override product and edito, and/or advise content service to fix it? |
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Unanswered |
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68 |
Why do the content requests to have publisher part numbers added in ServiceNow have those part numbers we submitted to get added get removed once a version of ServiceNow is updated? This is a complete waste of our time. When we have to keep doing duplicative work when upgrading to different versions of ServiceNow. |
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Unanswered |
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69 |
Another question- how is Software discovery maturity like for AWS SSM, Azure AMA, GCP CAI respectively? Presumably they are cloud native agent method, SN has little to do with them, but I’d like to hear about your experience & use case if they were to come through SGC for Collection & Normalization etc. |
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Unanswered |
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70 |
what if both PPN fits with my softiware but my metric differ from the one on your content librairy ? Should i create a custom PPN for that specific metric ? |
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Unanswered |
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71 |
There is a question from Karen in Finkbeiner in the chat - I have a similiar question. But would this be considered product specific question. There is a question regarding Global Reader. |
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Unanswered |
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72 |
Follow on the PPN question, I connected a Salesforce.com SaaS integration and there were several models that came in from that connection that didn't exist yet in the content service. Should I create custom models to get that into the content service faster via the Opt In or should I create the content request? Which would be faster? |
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Unanswered |
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73 |
We have several software's that are Auto install and was told it could not be fixed because of customization. How can Auto installs be fixed and what can be done? |
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Unanswered |
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74 |
is there a OOB way to flag the software entitlements that are to under an auto-renewal clause? Also is there way to get notification for software set to expire in next 90 or 150 days ? |
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Unanswered |
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75 |
For Oracle, how do we know if we need to integrate with Oracle GLAS or just activate Oracle Publisher pack? Is it determined by products? |
Connect with your dba, check if you have option , mgmt packs enabled on your oracle db...if yes, you neeed GLAS integration for sure. Only enabling Oracle Publisher pack will not help in ELP of option and mgmt pack for Oracle |
Written |
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76 |
I showed up a little late so hopefully I didn't miss this - are there available resources for the OOTB SAMPro EOL process? I've been tinkering with the Manage EOL Risk workflow in our development environment but I can't figure out how to close the loop in a case where we purchase extended support for example - you can only manage EOL risk once on a lifecycle but I don't know how to get a new custom lifecycle to push into this process to re-engage when THAT lifecycle approaches EOL |
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Unanswered |
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77 |
OOOH are there community resources on import sets for entitlement allocations?? |
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Unanswered |
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78 |
Hi Karmen - I can understand how to configure , but trying to understand what is the best practice approach we can recommend to customer if we have both and how it really benefits |
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79 |
what is the process to follow if the PPN brings the incorrect SW model and is mapped to the incorrect DMAP? Should we create an identical custom PPN and wait for the suggestions? or directly open a content service ticket? |
If it is business urgent, then go for custom PPN and if you can wait then approach our conten team using the content request catalog in our support portal. Process is there in the SN doc on how to raise a content request. Jhttps://www.servicenow.com/docs/r/zurich/it-asset-management?topicPivot=itam-content-request-itam |
Written |
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80 |
Does reconciliation prioritize allocations over precious reconciliation result and existing licensed entities as per reconciliation? |
Yes if it is directl allocated then recon will always consider the direct allocations for licensing first. But then if it is precious, then I will ask why will you not allocate it... |
Written |
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81 |
If user removed from integrated app (ex adobe) will it get removed in SAM user allocations/user subscriptions automatically or will SAM admin have to preform a duty on Removal Candidates? |
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Unanswered |
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82 |
With Okta integration, we have huge dataset on Okta may come to millions of records. Will it create any issue when creating OOB Okta integration, such as calling API, API time out...? |
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Unanswered |
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83 |
I have integrated with Microsoft Entra ID and enabled three SSO apps. The team has requested, for reporting and compliance purposes, to add a new value called "User Subscription" in the Metric Group within the Software Entitlement form. If I add this new value, would it affect any existing processes? |
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Unanswered |
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84 |
As discussed earlier, do you have a video or documentation on transfering entitlements from Retired Entitlements to new Entitlements etc. |
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Unanswered |
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85 |
Is this session being recorded now? Where we can listen to it again later? |
The sessions aren’t recorded - but we have a monthly Q&A archive available via the SAM Community |
Written |
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86 |
How do allocations and active rights not match and how to resolve that so additonal users can be added when there are license available? |
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Unanswered |
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87 |
Thumbs up on the User Resolution Rules. |
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Unanswered |
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88 |
Would it be standard practice to delete or remove software models with no software installs for lengthy periods of time (30 days, 90 days, 180 days etc.) to "clean up" our software records and prevent overwhelming amounts of information from being visible within SAM? |
Standard practice for unused software models depends on your governance approach. Some organizations archive or soft-delete models that no longer have active installations. Others retain them for historical reporting. Before deleting, ensure there are no entitlements linked to the model and no compliance requirements to retain the history. Using an "inactive" flag is often better than hard deletion. |
Extracted from Recording |
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89 |
how do you build a relationship between the software models for SAM and the CMBD / business applications? to have the app rationalization work happen in the CMBD |
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Unanswered |
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90 |
It does show REC with a red dot in the upper right hand corner 😉 |
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Unanswered |
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91 |
any suggestion on the above ILMT vs Bigfix decision question from the SAM benefit/value perspective ? |
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Unanswered |
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