SAM Office Hours Q&A May 2026 | AMS/EMEA Session

[Kieron Dean]

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: May 19, 2026
• Questions: 94 total (32 written, 27 extracted from recording, 35 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:

#	Question	Answer	Source
1	Can you validate that the “Allocations available” attribute on an entitlement only gets adjusted for user or per device license metrics?  SO we wouldn’t expect to see the “Allocations available” get recalculated for metrics like resource values, or per core, etc.?- I struggle with coming to this conclusion from the available documentation, and that we wouldn’t expect need to direct our SAM owners to the reconciliation run table to perform holistic reporting on entitlement positions.	Yes, this applies beyond just per-user or per-device metrics. For example, with a per-core metric, allocating a device will look at that device's core count. So allocations available do take the licence metric into account and factor in the data of the device you have allocated it against -- it is just that this recalculation happens on reconciliation, not instantaneously when you make the allocation.	Extracted from Recording
2	Any OOB Solution to restrict Country wise access on SAM like Software Installations	Yes -- set up install conditions on the software model. You can use pretty much any attribute available (dot-walking through related tables), such as country on 'assigned to' or the asset record, to restrict consumption/visibility to just those records for a given country. (See also question 26 below, where the questioner clarified they meant restricting view access by country, for which domain separation is the recommended approach.)	Extracted from Recording
3	Is there a "Cheat sheet" of complete list of ALL the SAM Pro related scheduled jobs that are supposed to be running on a daily/weekly/monthly/regular basis, including the ones that do not appear in the Software Asset Job Results (samp_job_log) table?	All of the SAM jobs begin with "SAM -", so you can filter  your scheduled jobs to see how many SAM related jobs you have and when they run. The exact number of SAM related jobs will depend on how many of the publisher packs you have installed. In our production instance, we have 25 jobs, some daily, some weekly and some on-demand. The overall process is quite complex and broken up into steps. I'm not aware of a detailed description of each job and exactly what it does - you just have to dig into the scripts behind them if they aren't hidden.The pull from the content library is "SAM - Central Data Service Download Status" which calls the SampCentralDataServiceDownloadStatus script to pull data from the central ServiceNow database.	Written
4	Looking for best practices with using Azure SSO usage data pulled into SN and aligned with a Software Model to start generating RCCs	Usage from Azure SSO is likely to be limited to what the publisher exposes. Azure itself only tracks basic activation/usage (was the app used today or not) -- detailed usage would need something more data-intensive, which is not generally recommended. The best usage source remains your direct integrations (where the publisher supports it), which can also surface SaaS feature usage via a subflow after the integration runs. For local/installed products, ACC can also help. With SSO alone (Entra, Azure, Okta) you only get 'last activity' -- i.e. when the user went through SSO to reach the app -- not detailed feature or edition-level usage, so exercise caution before relying on this alone to justify reclamation.	Extracted from Recording
5	Where does the cost data in the "Overlapping usage" table in the Software Asset Workspace come from?	Cost in the Overlapping Usage table mainly comes from Spend Detection and SaaS feature usage -- it is not mapped from other usage sources like SCCM metering. Specifically, cost is drawn either from your Spend Detection data (and the type of application) or from your SaaS entitlement cost, depending on the source.	Extracted from Recording
6	Content library - I am having a very hard time since lifecycle report for all the software is at approx 50% filled and i have to make lot of custom lifecycle for software. Is there a better way to get better score on lifecycle report	First, check your content in the workspace to confirm you have the latest mappings, comparing current vs. expected counts. Second, check that the scheduled job that downloads content (something like the SAM Data Service Download Status job) is active and running. Beyond that, getting to 100% is genuinely difficult -- calculated lifecycles depend on the product having a GA date, and many publishers do not publish one, so gaps are expected. There is a detailed content-team white paper on this topic in progress, with webinars likely to follow. In the meantime, focus on your licensable products first, since resolving content there tends to also improve lifecycle coverage for related child records and drivers.	Extracted from Recording
7	Is anyone able to successfully reclaim licenses from the SAM module directly from the Reclamation Candidate form from any of the following SaaS platforms without manually intervening?  We can't with Salesforce, Jira, Smartsheets or Adobe.	Not all SaaS products can reclaim automatically -- it depends on how permissions are set on the direct integration and whether the underlying API supports it. The panel offered to track down the specific reference showing what each SaaS integration supports and follow up.	Extracted from Recording
8	Some of the PPNs are not available in ServiceNow content library - what are the best practices for manual creation and maintenance of software modle in that case.	Two options: (1) use the support facility to submit the missing publisher, product, version (and PPN if known) so ServiceNow can investigate and add it to the content library, assuming you are opted into content updates; (2) for something unique or homegrown that is unlikely ever to be added, create a custom product number/model -- you can choose whether to exclude it from future content library updates, or leave it open so that once ServiceNow adds official content, your custom entry gets updated and merged into the library.	Extracted from Recording
9	QUESTION: What field can we use to input a use case into a Software Model?  there's a software that is configured for a specific group of users only.  Other groups cannot use this software as this may not be compatible with their needs. we want this cited in the Software Model we created.  Where can we enter this?  Is it recommended to use the Short Description field? or is there any other field intended for recording use cases.	Use the Description field for the actual use-case detail. Short Description can be used for tagging (and would show at assignment time if you want it visible there), and ACLs can also be used to control who can see or install the software. Recommend flagging it clearly in the description, e.g. with something like '**Use case for this model**' before the text.	Extracted from Recording
10	what it the license metric to be used for a common metric group, in case the software is sold at concurrent licenses/floating licenses?	Hi Kamal. Ypou can see the list of license metrics here: https://www.servicenow.com/docs/r/it-asset-management/software-asset-management/c_SAMLicenseMetrics.... concurrent/floating licenses we leverage Concurrent Licenses metric group, but this data needs to come fromOpenLM or OpenIT	Written
11	I recently received an email from Smartsheet that they will be deprecating some endpoints on June 3rd and that my user account was impacted. I'm using this account for my Smartsheet SaaS integration. Will this impact the integration functionality and is there anything I need to do on our ServiceNow side to ensure that we continue to be able to connect to Smartsheet?	Hi Shauna, The ServiceNow Smartsheet integration is not impacted by the announced Smartsheet API deprecations.The APIs currently in use are supported and align with Smartsheet’s future direction, including pagination requirements.No changes or actions are required from customers at this time.Please see: https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB2967511	Written
12	what sets the product type of Licensable/ Not Licensable / child etc. in the cmdb_sam_sw_discovery_model-table? Is it something that we set ourselves or is it ServiceNow?	This comes from content, not something you set yourself. Each product in the SAM SW Product table has a licence type field populated by content, and that value is also used by the discovery model table.	Extracted from Recording
13	Is there a way we can make entitlement unlimited licenses for 'Resource Consumption' license type? currently it's only available for few metrics but not for Resource Consumption?	Not currently available -- the panel tested this and did not find an unlimited option for Resource Consumption entitlements. If you have a valid use case, raise it on the Idea Portal or via a support case so it can be considered.	Extracted from Recording
14	We are having an ongoing discussion regarding having the company normalization on or off with other modules of the team. Where can I find information/documentation on the importance of company normalization to the SAM module?	This is Normalization Data Services (NDS), which provides a canonical value for company records across the platform (so however 'Dell' appears -- via discovery, import, or manual entry -- it is referenced consistently). Recommended to keep this on for platform-wide consistency. For SAM specifically, normalisation relies on the SAM Software Publisher table to standardise publisher data on your discovery models, so NDS and SAM's own normalisation process are related but distinct.	Extracted from Recording
15	We are seeing software installation counts for a specific device drop from 113 in the morning to 75 in the afternoon, and come back the next morning. Tanium is the only discovery source and it runs at 5 AM. What could be causing deletion of those records in the afternoon if Tanium only runs once a day?we are looking at this br Detect the unplanned ci activity could this be the culprit?	Most likely cause is the deduplication job -- check its timing relative to when your discovery jobs run; if it finds duplicate records for the same device it will mark one inactive, which could explain the change. Tanium may also run a post-script that removes software records no longer present on the device. Recommend gathering specific examples and raising a support case so the exact cause can be traced.	Extracted from Recording
16	How do we request corrections to the Content Library?	you can create a Support case - it will be routed to the Content team	Written
17	I've been asked to track whether a software model is SaaS software. Is there a field for these records what will allow me to do that?	yes - you identify if subscription, perpetual, etc	Written
18	During a year, we make multiple reservations for Microsoft products. During contract renewal in SAM Pro, we end up with hundreds of entitlement records. Doing this for 2 years might end up with more than a few hundred entitlement records for Microsoft. Is there a way to unify entitlement for the same SW model without losing allocations etc.? In short, is there a best practice to avoid ending up with multiple records for the same SW model during contract renewal?	There is no true out-of-the-box way to merge multiple entitlements (with their allocations) into one at once -- you can export/import allocations from entitlements individually, or use Integration Hub to build a transform map into the SAM licence table, but either way it is manual, one-by-one work. This is really about consolidating many individual reservation-driven entitlements into a single renewed baseline entitlement for cleaner management (all co-termed under one renewal), but there is not an easy bulk method for it today.	Extracted from Recording
19	We are seeing that some products are flagged as licensable (i.e. Filezilla) when in reality this is an open source product. What is the channel to get an answer as to why this is flagged as licensable. We can create a custom discovery map, but question why the PPN shows as licensable.  What is the recommended approach to deal with these situations.	Submit a case to the content services team -- licensable/not licensable classification comes from content, so if something has been miscategorised, raising it with the content team is the way to get it corrected.	Extracted from Recording
20	If you have a custom license metric that has no calculation scripted because ServiceNow can't track or determine the metric (per unit in this case).  But ServiceNow does see the installs.  So we want it to ignore all installs because the installs don't have any reflection on the metric.  How do we get it to ignore all installs at the Product level in the License Usage page.	The straightforward fix is to go to the software model for that product and uncheck 'License under management'. Just make sure the software model is correctly mapped through to the relevant discovery models first. Once unchecked (and reconciliation runs), those installs will show as ignored on the Software Install table, with the reason 'License under management = false'.	Extracted from Recording
21	Running into an issue where two different products have the same .exe file name. Is there a way to map it by file path instead of file name? Currently found on samp_custom_product_process table.	Needs more specificity to answer precisely -- for SCCM reclamation SQL, you list the product name followed by the executable, so if two products share the same .exe, make sure the product name is specified ahead of it in that mapping. If this does not fit your case, please share more detail on the specific custom product process so it can be looked at properly.	Extracted from Recording
22	what is the difference between User Subscription and Per User	User subscription should be use for subscriptions — Per User should be used for on-prem perpertual licenses	Written
23	What's the best practice for allocations when using User Subscription products and metrics?	Allocate entitlements to assist with your reconciliation. For instance, if a user has two machines and was not assigned to the computers, they would be allocated two entitlements instead of one.	Written
24	We currently pull the usage data from Active Directory (AD) groups for some software, is there OOTB feature where we can feed the AD groups as part of the entitlement?	you can update the deploy and or reclaim workflows to add/remove user to certain AD group to add/remove applications	Written
25	For a “Microsoft base” enterprise customer; what will be the recommended path to automate uninstalls across end user computers for any sw running within the devices? Is it something that can be done OOB with SAM Pro alone and perhaps Intune?	through SN there is the reclamation process and there is an agent coming out to evaluate the installed products based on usage metering. Not sure when agent is coming but soon	Written
26	Sorry, I think my question was not clear. Here is detailed - Any OOB Solution to restrict Country wise access on SAM like Software Installations, I wish to restrict view access country wise IT Managers, like India IT Manager will only have access to india Entitlements and Software Installations and Singapore IT Manager will see only Singapore SAM Data. Creating too many groups, giving them sam_user role and restrict access via ACL is very cumbersome way	The answer here is domain separation. Set up domain separation by country and put users in the corresponding domain -- they will then only see data within their domain. You can still roll domains up for cross-domain reporting on total numbers if needed. Doing this via ACLs and groups instead, as originally described, is the only alternative if you stay in a single domain, but it is far more cumbersome -- domain separation is the recommended approach.	Extracted from Recording
27	I'm happy to speak to thius, but I'm wondering when we're going to see the KPI Details tile on the dashboard showing "Software Spend" not be based on created date on the entitlement and instead use Start Date. Seems like I've been complaining about it for years and it never changed. It's a bad data tile and never gets fixed...	Not answered live with a direct solution -- the panel suggested this was a good case for submitting product feedback internally, and the host offered to follow up with the questioner directly by email to capture the detail properly.	Extracted from Recording
28	after SaaS integration, we have some non-human user list and can we exclude those user list? it affects health check results so	Need to understand why you would like to filter out non-human users - if devices are using an entitlement you would want to make sure you account for that	Written
29	Any good recommendations on how to keep a Clean Core Company Table?  We need to do a clean-up and it's critical for SAM to match the Content Library.  Is there a document or video on this?	Try looking at our Ask A Ranger video - https://www.youtube.com/watch?v=I9hciC54h1o&list=PLkGSnjw5y2U4zdMtBnktGnnoH_higJEN0&index=5&t=1s	Written
30	Is there a plan to automate the current manual import process for Microsoft 365 usage data for Copilot, Project, and Visio?	Hi Don, yes - Microsoft has now updated their API to make this data available, so (under safe harbour) we are planning to update our M365 integratiomn to pull this data in accordingly. Please keep an eye our for roadmap sessions for details	Written
31	Is there a way to automate Device allocation process on software entitlement with license metric defined as per device instead of adding them manually?	you can update the request and deploy workflows to make that happen	Written
32	QUESTION: What field can we use to input a use case into a Software Model?  there's a software that is configured for a specific group of users only.  Other groups cannot use this software as this may not be compatible with their needs. we want this cited in the Software Model we created.  Where can we enter this?  Is it recommended to use the Short Description field? or is there any other field intended for recording use cases.	this was answered live - use description field and/or utilize ACL based on country or department	Written
33	As I am relatively new to SAM, I want to ensure we are aligning our discovered infrastructure correctly with our Microsoft Core Infrastructure Suite (CIS) Datacenter entitlements. Currently, these hosts are reflecting under standalone Windows Server. What is the approved process for establishing the suite inference rules in our SAM tool so that these standalone installs correctly roll up under the CIS parent suite for reconciliation?	This is controlled by the inference percentage on the software model. You can lower the inference percentage, or reduce the number of products required within the suite (e.g. down to one), so that standalone Windows Server installs get picked up by the CIS software model and draw from that entitlement pool. There is also a video on inference percentages in the works via 'Ask a Ranger'.	Extracted from Recording
34	We have a reclamation rule set up for a specific M365 subscription (e.g., Visio Plan 1) using the Office 365 integration with a 90-day inactivity threshold. The scheduled job generated removal candidates, however a large portion of them are in Closed Skipped state with no closed date, no closed by, and no notes -meaning no human manually skipped them.Two things we would like to understand:First, what are the standard reasons ServiceNow automatically sets a reclamation candidate to Closed Skipped? We noticed the auto-skipped candidates have an empty User Subscription field , is the missing subscription record the trigger for the auto-skip?Second, we would like to replicate this same reclamation setup for a second related subscription product.What are the exact steps to create and configure a reclamation rule for a new M365 subscription product, and once created, how can we manually trigger the first batch of removal candidates without waiting for the weekly scheduled job?	A missing user field is a likely cause -- it can cause the reclamation logic to be skipped ('code skipped, auto state'). Usage timing can also cause this: if a candidate is created while there is no usage, and then usage data comes in afterward showing activity for that user/product, that can also cause the candidate to be skipped.	Extracted from Recording
35	The license metric for some of our subscription licenses are not by user but by tenant or unit. One of the resolution details we got for subscription entitlement health check is "Change the License metric on SaaS products entitlement to user subscription and publish the entitlement". Should we bypass this and how, knowing the subscription license is not by user?		Unanswered
36	Looking to validate approach for Oracle Java:  Subscriptions for Java SE Desktop and Java SE license us for Java 8 on end user computers (NUP) and windows servers (Per Processer), respectively.To solve for the single discovery model licensed two ways, separate product models were created with applicable install conditions.Is this an acceptable solution or is there a better-practice way to manage?		Unanswered
37	Are there any plans to expand the integrations with Salesforce.com to manage the seperate instances in an organization?  i.e. If sales and marketing have seperate instances and the department and companies are the same?		Unanswered
38	Is there a timing zone of approval from when the Get Oauth token request is first initiated in SN vs the approval of the token request from your iDP (Okta/Entra ID)?		Unanswered
39	Resno understands the Content Management, EA and SAM-P needs a lot of work.  You all should already be aware of this because the products together are not exactly working harmoniously.  Its been rough over the years attempting to get them to work in concert with each other so certainly looking forward to how ServiceNow will bring this all together so it all works as designed or as expected going forward.		Unanswered
40	Is it possible to edit a reclamation rule that is created by the system for subscription software.  My reclamation rule for some reason is not reclaiming "low usage" for Acrobat.  Acrobat is only reclaiming for "Terminated User" and "Dual License".		Unanswered
41	Are there any good resources for integrating with MS Visual Studio and building entitlements for tracking all of the various tools and versions of the tools.		Unanswered
42	What is the best practice for managing CIs for Computers?It looks like some CI records are being reused across different devices, which is causing issues with entitlement device allocation and tracking.Should CIs be maintained as one-to-one with physical devices throughout their lifecycle, or is reuse expected once a previous device has been retired?	In principle, CIs should be one-to-one with physical devices for clean licensing/device allocation tracking. In practice, retiring a CI loses its history (incidents, changes, etc. tied to it), which is why some teams prefer to reuse CIs as hardware is swapped. There is no perfect answer -- build checks into your change control/retirement process so that when a device is replaced, allocations get reviewed and reallocated appropriately as part of that process.	Extracted from Recording
43	How are SAM / HAM licenses changing (now and in the next 2 years) based in the last licensing changes and all the AI agentic world taking place in the platform?	all customers will have access to Agentic AI workflow and Now Assist features	Written
44	We are just setting up the Adobe SaaS integration - my understanding of Adobe is that its a hybrid type solution. Am i right to think that we need to consider the software installs related to adobe products? Is the SaaS integration mainly used for the allocations and software installs table for reclamation and compliance?	Yes, correct on both counts -- Adobe is hybrid (on-prem + cloud), and you do need to factor in on-prem software installs alongside the SaaS integration. It is genuinely difficult to optimise because Adobe does not expose usage data via its API, so you cannot rely on the SaaS integration alone; you need on-prem usage data as well as cloud subscription/allocation data from the integration, and compare both to get a full compliance and reclamation picture.	Extracted from Recording
45	Is there a way to bulk load allocations similar to how we do for entitlements?	yes - you can do it.  You can mass assign them in when you are doing reconciliation -> under the entitlement -> remediation options or you aredo an update set	Written
46	some products and license metrics are not in SAM pro, what is the best practice to add custom products and custom license metrics	you can either opt in Content Services and or creating a ticket for the Support team for the Content team	Written
47	For tracking concurrent token-based licenses using the samp_sw_resource_value table, what is the best practice for managing historical peaks? Should we overwrite the single row per software model to reflect the current high-water mark, or is there a native way to maintain historical logs without inflating the reconciliation sum?	You can use OPEN LM to track the tranasacton counts by product. Then summarize to reproet on the highest point (highwater mark) to best be most accurrate	Written
48	Is there any way to pull entitlement allocations from Okta, where one Okta application has multiple groups to be mapped to separate Software Models, I.E> to denote levels of license (Admin, Basic or Full licenses). I can use SSO Group Software Model Mappings to map the Push Groups to Models, but these do not get used to reflect the allocations when we run SAM Reconciliation.  It only appears to use the okta Assignment Group to map to a single Software Model.		Unanswered
49	Another area that needs some love is the samp_sw_subscription table as part of the Adobe and Microsoft integration so we can better handle when the UPN/Email don't match.  Yeah, we know. It falls back on the customer to straighten out their AD so these match as the should or ideally it would be best for them to match but in reality there are use cases where they do not (e.g., Federated where contacts are coming into AD and these same contacts are accounts in the Adobe/MS portals but not in AD, or users names change or there are specific regs in place were they UPN/Email cannot match.  We have almost 4k of these mismatchers and are now down to just under 800.  Its not been easy.	The recommended fix is user resolution rules -- these let you map an incoming source value (e.g. from AD, Adobe or Microsoft) to the correct target value. Documentation on user resolution rules covers the available fields and how to set new ones up; it can be tedious to configure but only needs doing once per mismatch pattern. There is also a video on this, and a newer AI feature that can automatically create resolution rules for you.	Extracted from Recording
50	why we see a difference between software model tables vs softmodels from the reconciliation tab(integgration profile). For salesforce we see 56 and in software models we see 48		Unanswered
51	With Okta integration, if pulling millions of records to ServiceNow, will there be any issues with API timeout or any other issues?	you should not - but if you do -you can open a Support case - they have ways to troubeshoot and even increase your instance size if needed	Written
52	Is SN working on watermark reports for publishers that measure their license counts?	Currently, the method should be to create a report widgit on a dashboard to measure this. Sorry I don;'t have a better response at this time for this.	Written
53	Also, when the request is approved on the idp side, does the SSO itegration status enhance from draft to published automatically?		Unanswered
54	Is there a plan to automate the current manual import process for Microsoft 365 usage data for Copilot, Project, and Visio?	Yes -- those three products currently need a semi-manual process because usage data was not previously exposed via Microsoft's API. Microsoft has since made that data available via the API, so the integration is being updated to bring it in automatically. It is on the roadmap; keep an eye on the quarterly roadmap sessions for timing.	Extracted from Recording
55	OpenLM or OpenIT we need to procure separately for tracking the concurrent Licenses	Sorry - I hit answered live by mistake :)Yes - OpenLM / OpenIT are products that can provide usage metrics on software products licensed on a concurrent basis.https://www.servicenow.com/docs/r/it-asset-management/software-asset-management/concurrent-licenses....	Written
56	What is the most efficent way to may/link a discovered software title to a PPN from the Content Library? Does an automated method exist or is manual the only option?	There is no fully automated way to do this -- creating an entitlement with a PPN generates the software model and its expected discovery map, but how well that maps to what is actually discovered depends on your environment (some customers, for example, prefix installation names in packaging, which breaks matching). The best lever you have is discovery model normalisation -- a fully normalised discovery model (normalised publisher/product/version) gives the most consistent match from software model through the discovery map into the discovery model.	Extracted from Recording
57	What is SN best practice on reallocation of entitlements from one cost center to another?		Unanswered
58	Re- Consumption. There is an option to tick under the General Tab for "Unrestricted Consumption". Info on this states "Allows any entity to consume rights regardless of consumption rules. License pools are still honored"		Unanswered
59	how would NSD work with internal sub vendor companies	you are able to set customize mapping	Written
60	Is there any documentation to help guide discussions with the procurement team to start providing entitlement specific attributes (license type, license metric, metric group) not found in quotes or current procurement records?		Unanswered
61	Are there any plans to create a SAM Workspace read-only role? We would like to give different product owners access to view entitlements, compliance, etc. but restrict their ability to edit.		Unanswered
62	What does it meant to create one's own SW models? I thought those get created when you create your entitlements		Unanswered
63	Can we get the contact info for Content Team please?	Contact support for any content team information	Written
64	How would you recommend to report on all applictions containing AI? Where would you include this data point?		Unanswered
65	This question is specific to Oracle Java compliance: Our licensing team confirmed that Oracle Java is included at no cost if it is running on a server alongside an Oracle application, but requires a standalone paid license if running without one. What is the recommended approach in our SAM platform to identify these server-level software dependencies so we can automatically differentiate between free and chargeable Oracle Java installations?		Unanswered
66	In relation to licensable products: what if one product has Licensable and Not Licensable versions, how this is managed if Product Type is on the Product level, not on the Version/Software Model?		Unanswered
67	But we want the costs to be accounted for in the Workspace.		Unanswered
68	I have 3 Questions:1. What is the Best way for allocating the Entitlements to the Users or Devices, I am working on SAM Project, which have the lot of entitlements and each has the lot of Purchased rights. So is it fine if we create the allocations through the Remediation Options?		Unanswered
69	Where would we ensure contrcats are terminated for applications being retired as part of the application life cycle? We are seeing applications being retired in the CMDB but comntrcats are still active. What is the recommended process. Just starting to get APM stood up.		Unanswered
70	Hi Randy, thanks for the answer for "after SaaS integration, we have some non-human user list and can we exclude those user list? it affects health check results so", after MS  and adobe integration there are routing address, @adobe.com user list in user subscription table, those users are in active directory but not in sys_user table, and that's why there in saas-resolution health check error, I am wondering how to fix those errors.	you can create service accounts on your sys_user table once created use user resolution rules to map entitlements to service accounts	Written
71	ACC (Agent Client Collector) can only track installed software on devices, cannot track SaaS. Is that correct?	yes	Written
72	is there any OOTB configuration to create a unique identifier (e.g. asset tag) for each software entitlement?	yes - this is something you can turn on.  it isoff by default	Written
73	How the Consumption Rules Restricts the users from the different department or costcenter or company in  consuming the License?		Unanswered
74	How do you prevent downgrade rights from creating software models?  Specifically, our SAM team is complaining about those created by Microsoft.		Unanswered
75	In case Publisher allow trial usage of their products, how SAM Pro can support us here? Since if user is allowed to install trial version, we get install discovered and then we get unlicensed installs in reconciliation. Example is Adobe.		Unanswered
76	You mentioned earlier that there is an agent coming out to evaluate the installed products based on usage metering. What is happening in current state? what are the Microsoft reclamatios based on? For example. I have several recommendations to remove e5 licenses due to low usage, a reclaim rule that was created based on 90 day no usage, how does the tool know this if usage is not being metered?		Unanswered
77	Is there a best practice for on-prem per user license entitlements to bulk allocate? Bulk allocation is available for SaaS SW Models from an integration but how about for something like Snagit? If we have hundreds of users and we are just migrating to SAM Pro, how do we handle the allocations?		Unanswered
78	Any more information on the SAM conference this fall?	Yes -- Nexus for Asset Management, running in Santa Clara on 7-8 October. Details will be shared on office hours and via email closer to the time.	Extracted from Recording
79	Reply to my AD group question is about adding the usage data from AD groups to entitlement for SAM recon to calculate the compliance?		Unanswered
80	uploading contract and getting data for entitlement creation through AI, but software start date and end date will differ from contract dates right ?	start and end date usually means the dates you can use the software orsubscription — this could be the same as the contract start and end dates	Written
81	In Sam Pro on Software Models, we see the Microsoft product  SQL Server Reporting Services but don’t see the edition populated for all records.How can one determine which product discovery belongs to which edition if we have multiple editions in our environment?	SQL Server edition is not something that comes through when pulling inventory from SCCM -- you need ServiceNow Discovery to pick it up, since it has patterns that capture edition for products like SQL Server and Windows Server. Add the 'Discovery Source' column (and the field showing which pattern updated the record) to the Software Install table to see where each record came from; if you have records for the same device/product with and without edition, reconciliation logic will ignore the one without edition. For Windows Server environments generally, use ServiceNow Discovery rather than SCCM/ECM for edition data.	Extracted from Recording
82	We Even create the Entitlements for the SaaS Products right, if yes then is there any field or do we have any criteria to know whether it a SaaS one?	first create the direct inetgration - then you can create the entitlement using the software models that are being pulled in from that direct integration	Written
83	If we have the Software Content Library enabled for normalization downloads, what is the exact impact of not enabling the Software Content Setup Program (the Opt-In Service)? Is opting in mandatory to achieve efficient normalization results?		Unanswered
84	With User subscription metrics / entitlements and a direct integration with say Adobe, can we not automate allocations to match what we get from the portal for subscriptions? Wouldn't we want to do this so they always match?		Unanswered
85	What permission allows you to edit the settings in the Workspace landing page?	admin, sam admin	Written
86	Can you please repeat where to find the guide?		Unanswered
87	Apologies if this is a daft question lolWe had a CI reporting in our instance that was retired and has subsequently been archived off from the cmdb_ci_computer table.There are still software installs reporting against this CI in the Software Installations table. Is this a gap in process that doesn't purge install information from CIs that are Retired, or sets the Active Install flag to false?How should this work?	Hi - there is a business rule whch should delete all sw installs when a CI is retired/missing. I will look for the details in docs and post in chat.THERE ARE NO DAFT QUESTIONS 🙂	Written
88	Seems this maybe the link to the User Resolution Rules:  https://www.servicenow.com/docs/r/it-asset-management/saas-license-management/map-user-data.html		Unanswered
89	We are looking to better understand how AI capabilities can be leveraged within ServiceNow’s out-of-the-box SAM Pro features.Specifically, how can AI be used to improve areas such as license optimization, normalization, reconciliation, and reporting?Are there any recommended best practices, roadmap features, or integrations we should consider to enhance SAM outcomes using AI within the existing platform?	keep an eye out for our Ask A Rnger videos on the new Agentic AI workflows and Now Assist for SAM	Written
90	Are there any good resources for integrating with MS Visual Studio and building entitlements for tracking all of the various tools and versions of the tools.		Unanswered
91	Do Publisher Pack Integration for the Adobe pulls the Software Usage Data?	no - the Adobe API does not pull this data	Written
92	I can see the Last Activity field in the subscriptions that are populated from the publisher pack Adobe integraton.		Unanswered
93	Where can I access the Quaterly Roadmap Session?		Unanswered
94	What is the best practice to Package Software in terms of naming convention?		Unanswered

📅 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