Adobe and Microsoft 365 integrations completed, but no allocations or remediation options generated

[iamkurt]

Hi all,

We’ve recently completed integrations for Adobe and Microsoft 365 in ServiceNow SAM Pro (Yokohama).

Here’s what’s been done so far:

1. Entitlements for Adobe and Microsoft have been successfully uploaded into SAM Pro.

2. We have active Direct Integration Profiles with both portals — the M365 integration is OOTB, and the Adobe integration was configured recently.

3. Both integrations show successful runs.

However, I’ve noticed that:

1. No new allocation records are being created in the alm_entitlement_user table (the last record is from May 2025).

2. No remediation options are being generated in the License Workbench for these products.

I was expecting the allocations to be pulled in automatically from the integrations, after which remediation options would be created through reconciliation.

Question 1 → Am I right in assuming this sequence — allocations first, then remediation options after reconciliation?

Question 2 → If yes, what could be preventing allocations from being created despite successful integration runs?

As a related task, I also received a request from a person in the HR Department, who wants a report listing all users assigned to Microsoft Project within her department.

Since no allocations are showing yet, I can’t pull this data — but once the allocations start populating, what’s the best way to generate such a report (by department and software title)?

Any insights on troubleshooting this integration issue or on generating the report once allocations are available would be greatly appreciated.

Thanks in advance!

[dreinhardt]

Hi @iamkurt ,

none of the available SaaS direct integration processes any allocations. The user subscriptions are linked with the software model and being used as „required by“ during the recon process. A new related list „User subscriptions“ is available to see all linked subscriptions.

All SaaS direct integration profiles having their own optimization approach. Most of them is based on the last used date in combination with reclamation rules (e.g., not used in the last 30 days). For Adobe and M365 additional optimization features are available to determine downgrades based on usage (e.g., E5 > E3 or All Apps to Single Apps).

please check the documentation and ask a SAM ranger about SaaS optimization and reclamation rules, this could replace the allocation/ remediation part.

To fulfill the HR request : SAM Workspace > License Operations > User Subscriptions > Filter by Project Software Model. Add additional columns (Department) to the linked user record and filter by HR.

Best, Dennis

[iamkurt]

@dreinhardt  - Hi Dennis, 

Forget the above question for a second.

Consider this scenario -

We are migrating Adobe susbcription licenses from a legacy ITAM tool to ServiceNow SAM Pro.
The egacytool has license and their allocation details.

These licenses are already assigned to people and the allocations is being tracked in Adobe portal by the software owner.

We have migrated only Adobe subscription licenses from legacy took to ServiceNow SAM Pro.

My understanding is that allocations should come via integration with the Adobe portal.

When I see in SAM Workspace > License Operations > User Subscriptions , I see Adobe subscriptions are coming in but in alm_entitlement_user, I don't see any allocations created for Adobe licenses.

How can I see these allocations get created?

Thanks

[SAMfluencer786]

Hi @iamkurt ,

I tested this use case in my demo instance for Adobe Systems Acrobat Pro. As you can see the in the below screenshot its showing License Owned is 1989 and license required is 54.

Then if I check the entitlment linked to it, it has no User allocated.

To Allocate the User, navigate to remediation option then click on create allocation it will navigate to a new window where you need to select Create All Allocations.

Once completed you can navigate to Entitlement page and under user allocation you will see all the allocated user.

Regards,

Abhishek

Should my response prove helpful, please consider marking it as the Accepted Solution/Helpful to assist closing this thread.

[iamkurt]

@SAMfluencer786 - Thanks for your response. 

Is it possible to create allocations 1 by 1 instead of clicking on all "Create all allocations" and creating them all in one go? 

I would feel safer doing it that way.