Reclamation Candidate is not created for SaaS app

jakejeon
Tera Contributor

3 weeks ago

Hi everyone,

 

I created a Direct Integration Profile and an Entitlement, populated the Unit Cost field, and published the Entitlement. I also configured a 90-day threshold.

Since there were already some existing Removal Candidates, I closed them first by clicking the Close Skipped button. Interestingly, even though I clicked Close Skipped, the state of those records changed to Closed Complete instead.

 

After closing the existing candidates, I ran Reconciliation again. However, I noticed that no new Removal Candidates were generated for users whose previous candidates had already been moved to Closed Complete. Instead, new candidates were created only for users who had newly exceeded the 90-day threshold.

 

I initially thought this might be related to the state of the existing records, so I also tried changing their status to Closed Skipped and Error. However, even after making these changes and running Reconciliation again, no new Removal Candidates were generated for those users.

 

Wouldn't it be reasonable to expect new Removal Candidates to be generated for these users, since their previous candidates have already been closed and the new candidates would not be duplicates?

Is this the expected behavior in ServiceNow SAM, or am I missing something in how Removal Candidate generation works during Reconciliation?

 

I'd appreciate any insights or suggestions. Thanks!

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pr8172510
Kilo Sage

3 weeks ago

Hi @jakejeon ,

I would check the following points to understand why the existing removal candidates are not being generated again.

  1. Verify the candidate state: Closed Complete indicates that the subscription has been reclaimed, whereas Closed Skipped indicates that it has not been reclaimed through that candidate. Since selecting Close Skipped changed the state to Closed Complete, check the record history to identify what triggered the state change.

  2. Check the subscription record: Verify whether the affected user's subscription still exists in the Software Subscriptions [samp_sw_subscription] table. In the Software Asset Workspace reclamation flow, successfully reclaiming a subscription deletes its subscription record and sets the candidate to Closed Complete.

  3. Validate the integration data: Confirm that the latest subscription and activity data were imported successfully and that the affected users still meet the configured 90-day inactivity threshold.

  4. Review the reclamation rule and job logs: Confirm that the rule applies to the intended application and inspect the relevant integration or job logs for errors or unexpected processing.

The behavior may depend on whether the subscription still exists and whether the user continues to meet the reclamation rule conditions. Manually changing a candidate's state to Closed Skipped or Error does not necessarily trigger the creation of a new candidate.

If the subscription still exists and the user continues to meet the rule conditions, but reconciliation does not generate a new candidate, I would investigate the behavior for your specific integration and ServiceNow release.

Also, if selecting Close Skipped consistently results in Closed Complete even though the subscription has not actually been reclaimed, consider raising a ServiceNow Support case with the candidate's record history and relevant logs.