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yesterday
I am testing with a product that has some test unlicensed installs in a non-Production lane. There are 9 cmdb_sam_sw_install records. I have made sure the discovery models are fully normalized. I created a software model for the appropriate publisher/product (no version/edition information, keeping it generic for now) and ran publisher-specific reconciliation, but the results in the Software Asset workspace are not displaying as I would expect. When I look at the backend samp_product_result record, I see the 9 records under the "Unlicensed Installs" tab. However, in the Software Asset workspace, when I click into the product result for that reconciliation, under "Unlicensed entities" I see 0 for "Unlicensed installs" and 9 for "Installs requiring action". In all 9 cases, the action is "No applicable software entitlement". However that is correct for this software model, I do not want an entitlement for it. I want the remediation option to show up for unlicensed installs so I can generate reclamation candidates for them. There are no available remediation options under the "Remediation options" tab. Does anyone know why this is happening, and how to have remediation options to generate reclamation show up for these 9 unlicensed installs that I do not want to create an entitlement for?
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yesterday
Hi Buddy,
What you’re seeing is actually expected behavior in SAM Pro, even though it feels a bit counter-intuitive.
In SAM Pro, reclamation is entitlement-driven, not install driven. Since this software model has no entitlements at all, ServiceNow treats those installs as a coverage gap, not something that can be reclaimed. From SAM’s point of view, uninstalling them wouldn’t “return” any license capacity, so it doesn’t surface remediation or reclamation options.
That’s why you see:
The 9 installs listed as unlicensed in the backend product result
But in the workspace they show as Installs requiring action with “No applicable software entitlement”
And no remediation options available
You’re not missing a setting — this is just how the remediation logic works.
If your goal is to generate reclamation candidates, the usual workaround is to create a small placeholder entitlement for that software model (even just one). That gives SAM something to reconcile against, which then allows over-deployment and reclamation actions to appear.
If you don’t want to create any entitlement at all, then SAM isn’t really the right tool for uninstall explain remediation in this case — you’d need to handle cleanup through endpoint/UEM tooling instead.
Basically:
No entitlement = no reclamation, by design.
@Claire Ashdown2 - Please mark Accepted Solution and Thumbs Up if you found Helpful!!
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yesterday
Hi Buddy,
What you’re seeing is actually expected behavior in SAM Pro, even though it feels a bit counter-intuitive.
In SAM Pro, reclamation is entitlement-driven, not install driven. Since this software model has no entitlements at all, ServiceNow treats those installs as a coverage gap, not something that can be reclaimed. From SAM’s point of view, uninstalling them wouldn’t “return” any license capacity, so it doesn’t surface remediation or reclamation options.
That’s why you see:
The 9 installs listed as unlicensed in the backend product result
But in the workspace they show as Installs requiring action with “No applicable software entitlement”
And no remediation options available
You’re not missing a setting — this is just how the remediation logic works.
If your goal is to generate reclamation candidates, the usual workaround is to create a small placeholder entitlement for that software model (even just one). That gives SAM something to reconcile against, which then allows over-deployment and reclamation actions to appear.
If you don’t want to create any entitlement at all, then SAM isn’t really the right tool for uninstall explain remediation in this case — you’d need to handle cleanup through endpoint/UEM tooling instead.
Basically:
No entitlement = no reclamation, by design.
@Claire Ashdown2 - Please mark Accepted Solution and Thumbs Up if you found Helpful!!
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11 hours ago
That makes a lot of sense -- thank you for explaining! So remediation options in the workspace are for unlicensed installs against SW models you DO have entitlements for. Removing installs for SW models you don't have entitlements (e.g. you shouldn't have any installs) seems like it should be done through blacklisting instead then, and there aren't any options for triggering remediation options against unlicensed installs from the workspace if there aren't entitlements.
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11 hours ago
While this explanation makes sense, I disagree with the design and have submitted an Idea to rework this functionality: Idea - Allow triggering remediation options for all unlicensed installs in the Software Asset Worksp....
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11 hours ago - last edited 11 hours ago
Hmm, something still isn't working right. I created a placeholder entitlement with 1 purchased right. Then I re-ran reconciliation for that publisher, expecting that I would see 1 unallocated install and 8 unlicensed installs. I want to generate removal candidates for all 9. But now I do see a remediation option to "Remove Unallocated Install" it's for only one user, and I still don't have any remediation to help me generated removal candidates for the remaining 8 unlicensed installs. The remaining 8 still say "No applicable software entitlement". Thoughts?
