Post-Upgrade Issue: Plugin Activation for Microsoft 365 Integration (Yokohama) - com.sn_sam_saas_int

[michellesol]

Hi everyone,

SAM Reclamation Candidates for Office 365 Integration job is completed, however, since July we have 0 reclamation candidates. We recently upgraded our instance to Yokohama (around July), and since then, we’ve been encountering the following error when accessing existing Microsoft Office 365 integration profiles:

"To integrate with Microsoft Office 365 activate the Software Asset Management - SaaS License Management (com.sn_sam_saas_int) plugin from the ServiceNow Store."

Here’s what I’ve gathered so far, and I’d appreciate confirmation or corrections:

1. The plugin is already installed, but it seems that installation alone isn’t enough — it must be activated via the ServiceNow Store, even post-upgrade. Is this correct?

2. I’ve researched that plugin activation is not captured in update sets, but I’d like to confirm this to be sure.

3. If activation is required, do I need to submit separate activation requests for each instance (DEV, UAT, PROD)? Is it free?

Create a Microsoft 365 integration profile

Request SaaS License Management

Any insights or shared experiences would be really helpful. Thanks in advance!

[mikew_samexpert]

 I encountered this issue with a customer. We had to submit a HI ticket to get the Adobe and M365 SaaS plugins activated. It is free and you will need it installed in all instances.

[Kit Cheong]

1. In non-prod you install the plugins via Applications Manager. I think the main SAM product activation was done via NowSupport, along with the MS and Adobe packs.

Post-upgrade the plugins should still be installed. Skipped updates reviewed?

Ensure you have all the following plugins installed:

Software Asset Management
Software Asset Workspace
Microsoft Publisher Pack
Software Asset Management - SaaS License Management
Content library portal
Client Software Distribution 2.0

If you already have the plugins installed, try repairing them via Application Manager.

2. Correct, you need to activate all of them before deploying your update sets.

Assuming you have not gone live yet, when you do, I strongly suggest activating the plugins in PROD at least 7 days prior to moving your update sets up. There are a series of scheduled jobs that import content library updates, and will also create models based on discovered products.

3.  Yes, you'll need to repeat the steps in each instance.

For PROD make sure your SN client manager has processed the SAM license purchase so that you can select the plugin to install.

In PROD the plugin is called "Software Asset Management Professional plugins, including the Software Asset Workspace plugin" (com.sn_samp_master_ws). This is activated via NowSupport.