Clarification on Subscription Management Behavior in SAM

[AnupriyaC]

Hi Everyone,

I’m currently working with software subscription data in ServiceNow’s SAM Pro, and I’ve noticed a discrepancy in compliance behavior that I need clarification on.

I imported two sets of data into the samp_sw_subscription table:

Microsoft Entry:

Publisher	Product	User	User principal name	Software model	Subscription profile
Microsoft	Dynamics 365 for Sales		Hi1@example.com	Microsoft Dynamics 365 for Sales Professional	Microsoft 365 Demo

 Google Entry:

Publisher	Product	User	User principal name	Software model
Google	G Suite		Hi001@example.com	Google G Suite Enterprise

After importing:

• Microsoft subscriptions appeared in the compliant section — even though no users were directly assigned in the entitlement. However, the Subscription Profile was populated.

• Google subscriptions, on the other hand, all ended up under Unlicensed Subscriptions, even though an entitlement exists. In the License Workbench, I see:

  • One product with 1500 licenses showing over-licensed

  • Another with non-compliance, matching the exact number of unlicensed subscriptions imported (10).

 

My Question:

Did this behavior occur due to the missing Subscription Profile field in the Google entries? Or is there another factor responsible for this non-compliance?

[dreinhardt]

Hi @AnupriyaC,

looks like the subscription mapping is unable to be linked with a unique G Suite model. By default it’s not the by design behavior to see G Suite enterprise twice in the SAM workspace. Could you please 1) Cleanup all other G Suite Enterprise software models and assign the entitlements to the unique model. Not sure about the profile. I would create it to ensure a valid record is used including all fields used in the same way you create the SaaS integration.

Why your not connecting google as SaaS provider?

Best, Dennis

[AnupriyaC]

Hi @dreinhardt,

Could the reconciliation issue be occurring because the G Suite data import lacks a defined Subscription Profile? In the Microsoft data import, the presence of both a Subscription Profile and a User Principal Name (UPN) allows the data to be fetched correctly without users being marked as unlicensed (Another thing UPN is read-only and depends on the User field and without filling the user field the UPN is directly updated via import this didn't cause any problem during the Microsoft import)  . However, in the G Suite import, users are flagged as unlicensed unless I manually specify a username and rerun the reconciliation, at which point the data is retrieved correctly. Does this indicate that the absence of a Subscription Profile in the G Suite data is the root cause of the issue?

[AnupriyaC]

Hi @dreinhardt,

Could the reconciliation issue be occurring because the G Suite data import lacks a defined Subscription Profile? In the Microsoft data import, the presence of both a Subscription Profile and a User Principal Name (UPN) allows the data to be fetched correctly without users being marked as unlicensed (Another thing UPN is read-only and depends on the User field and without filling the user field the UPN is directly updated via import this didn't cause any problem during the Microsoft import)  . However, in the G Suite import, users are flagged as unlicensed unless I manually specify a username and rerun the reconciliation, at which point the data is retrieved correctly. Does this indicate that the absence of a Subscription Profile in the G Suite data is the root cause of the issue?