: Queries Regarding Entitlement Creation in SAM Pro

[Manu143]

Hi Community,-

I am new to SAM Pro and have a few questions regarding entitlement creation. I would appreciate your guidance on the following scenarios:

1. Duplicate or Missing PPNs in Purchase Orders

   • In some customer POs, I found multiple PO line items with the same Publisher Part Number (PPN) but different quantities and unit prices.
   • In other cases, certain PO line items do not have a PPN and appear to reference the same software model.

   What is the recommended approach for entitlement creation in these situations?

   • Should entitlements be created by aggregating quantities for the same PPN?
   • Or should separate entitlements be created for each PO line item when prices differ?
   • How should PO lines without a PPN be handled?

2. Software Model Not Available

   • While creating entitlements, I occasionally encounter products for which the corresponding software model is not available in the system.

   What is the recommended process in this scenario?

   • Should a new software model be created first and then the entitlement be created?
   • Or is there another best practice for handling such cases?

Any recommendations, best practices, or documentation references would be greatly appreciated.

Thank you!

Manu

[pr8172510]

Hi @Manu143,

For these scenarios, I would not aggregate entitlements solely because the PPN is the same.
The PPN is primarily used to identify the software/product information and can automatically link the entitlement to an existing Software Model.
ServiceNow also allows multiple entitlements to be linked to one Software Model.

1. Same PPN with different quantities/prices

Create entitlements based on the actual purchased license rights and terms represented by the PO lines. If the PO lines represent separate purchases or different license terms, keeping them as separate entitlements is appropriate. Don't split or combine them based only on price.

The Purchased Rights field represents the number of rights purchased, while Unit Cost records the unit cost of the software.

Also, be careful with duplicate entitlement records—ServiceNow can flag duplicate entitlement records during import.

2. PO line without a PPN

If the product already has the correct Software Model, you can associate the entitlement with that model. If a valid PPN is available, using it is preferable because ServiceNow can automatically populate/link the Software Model and related information.

If there is no PPN or the PPN is not available in the Content Service Library, ServiceNow documents manually creating a Software Model for that situation.

3. Software Model not available

You don't necessarily have to create the Software Model first. When creating/importing the entitlement, specifying a valid PPN can automatically create the Software Model if needed or link to an existing one. If no usable PPN exists, then manually create the Software Model and associate the entitlement with it.

PPN → identify/link the Software Model → entitlement records the purchased rights and license terms.
Decide whether PO lines should be combined or kept separate based on the actual license rights/terms, not simply because the PPN is identical.

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1532093

https://www.servicenow.com/community/itam-forum/software-models-not-showing-up-during-import-in-serv...

[Manu143]

Hi @pr8172510,

Thanks for your response I am creating the entitlement manually as I don't have PPN number for other publishers screenshots for VMware PO

Thanks,

Rupali

[pr8172510]

Hi @Manu143,

 first create/verify the appropriate Software Model for the VMware product, and then create the entitlement against that Software Model.

 Software Model can be manually created when a publisher part number is not available or does not exist in the Content Service Library.
The Software Model is used to connect the purchased software rights with discovered software installations.

For the PO lines shown in your screenshots, don't combine the quantities simply because the product description is similar. First verify whether the lines represent the same VMware product, edition/version, license metric, agreement/term and license rights.
If the licensing terms differ, keep them as separate entitlements.

Also, don't use the different unit prices alone as the reason to create separate entitlements. The Unit Cost is a financial field, while the entitlement's license type, metric group, license metric and purchased rights determine how the license is represented and reconciled.

Validate product/licensing terms → Create Software Model → Create Entitlement(s) → Enter Purchased Rights + License Metric + Unit Cost → Run reconciliation