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!

[SAMfluencer786]

Hi @iamkurt 

Yes in the above usecase you can open the entitlment and go to user allocations and click new and assign the user. Same logic applies to device base.

Regards,

Abhishek

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

[SAMfluencer786]

Hi @iamkurt ,

Could you please confirm if the issue was resolved based on the earlier response?

Please appreciate the efforts of community contributors by marking the appropriate response as “Mark My Answer Helpful” or “Accept Solution.”

This helps other community members find the correct solution more easily in the future.

Regards,

Abhishek