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!
