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Missing Records During Entitlement Import – Root Cause and Suggestion

abby_singh786
ServiceNow Employee
ServiceNow Employee

This week, I encountered an interesting challenge while importing 1,000+ entitlement line items into ServiceNow SAM Pro using the Create New Entitlement Import page.

Everything looked good, until I noticed something strange:

- 890 records imported successfully
- 110 records were skipped with no entitlement import error records created.

Naturally, I dove deeper:

- Checked Entitlement Import Errors table → No entries
- Checked System Logs → Error found: “Missing entitlement”

But the reason was not clear.

After multiple rounds of troubleshooting, I discovered the root cause those skipped line items were linked to Custom PPNs that were associated with inactive DMAPs.

The fix?

- Update the DMAPs to active status
- Re-run the import → 100% successful

Learning:

While the import process works as designed, the platform currently doesn’t raise a specific import error for such cases. I’ve suggested an enhancement to create a clear error message like: “Custom PPN linked to inactive DMAP”

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