Linking SaaS License Management to Entitlement Records

[JawaharGunt]

Hi everyone,

We’re currently working on ensuring that entitlement records are updated automatically whenever ServiceNow SaaS License Management (LM) data is refreshed. This is crucial for accurately tracking which users still hold valid licenses and for reclaiming unused ones.

To move forward, we need a clear understanding of how SaaS LM items relate to entitlements. Ideally, if a user is onboarded due to having a SaaS license, there should be a corresponding entitlement record created for them.

We’re exploring whether there’s an Out-of-Box (OOB) solution available to:

• Join SaaS LM items with entitlement records
• Maintain accurate counts and relationships between them

We’re particularly looking into the role of the samp_sso_subscription table in this process.

If anyone has implemented something similar or can share insights on best practices, OOB configurations, or custom workflows, your input would be greatly appreciated!

Thanks in advance!

[JawaharGunt]

Hi,

After submitting a request in the pc_catalog_item, it creates a RITM (Request Item). Additionally, there seems to be a process that creates a record in the alm_license table. Could you please explain how this linkage works and what triggers the license record creation?

[JawaharGunt]

After publishing a software model (e.g., Microsoft Visio 2003 Standard) to the software catalog, the catalog item is successfully created in both pc_software_catalog and sc_cat_item. When I click Order Now, a RITM is generated as expected.

However, I would like to understand the backend logic or flow that leads to the creation or update of a record in the alm_license table. Specifically:

• What triggers the license model creation from the RITM?
• Is there a workflow, business rule, or script include that links the catalog item to the license model?
• How does the asset tracking strategy or software model configuration influence this?

Please provide guidance or documentation on how this flow is designed to work and what configurations might be required to ensure license records are properly created.