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”
