How does ServiceNow handle software revocation for users who did not request software via CSD?

[monica190]

Hi everyone, I have a question regarding software revocation in CSD 2.0.

I understand that the lease end date automatically triggers revocation, which works fine when the software was originally requested and fulfilled through CSD.

However, I’m trying to understand how ServiceNow handles revocation when a user is offboarded and we need to reclaim their license — especially in cases where the software installation happened outside CSD.

There are scenarios where:

• Software was deployed before CSD 2.0 was implemented, or

• Software was installed manually, or

• The Request for Software record never existed in the system.

In such cases, the revocation flow expects a Requested software record, which is only created if the software was deployed using the CSD fulfilment process.

So my questions are:

1. How does ServiceNow recommend handling software revocation for software that was never requested or fulfilled via CSD?

2. Is there an OOB mechanism for generating a revoke action without a Requested software record?

Any guidance, best practices, or implementation patterns would be really helpful.

Thanks!

[dreinhardt · Accepted solution]

Hi @monica190 ,

please check the following - https://www.servicenow.com/community/sam-forum/software-uninstallation-process-automate-using-csd-2-...

At the moment this is not  possible in an existing environment, as the software has already been distributed and installed.

The revocation action is available in Client Software Distribution 2.0 > Requested Software - Software revocation.

I would suggest to create all valid software installation records as "Requested Software" entry and link them with the existing SCCM/CSD records to allow the uninstallation based on a existing records to trigger SCCM/CSD uninstallation processes.

Best, Dennis