Reclamation Candidate missing Software Model/Product, but present in Subscription to Reclaim (RCC)

Michyyy
Tera Contributor

3 weeks ago

Hi everyone,

I’m encountering an issue in ServiceNow where some Reclamation Candidate records have empty Software Model and Product fields.

 

However, when opening the related Subscription to Reclaim, the software/product details are present.

 

Observations:

 

  • Reclamation Candidate (list view) → missing Software Model/Product
  • Subscription to Reclaim (related list) → has complete details

What could cause Software Model to be missing in Reclamation Candidates?


Any insights would be appreciated. Thank you!

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Prasanna Kumar8
Tera Contributor

3 weeks ago

Hi @Michyyy ,

 

In ServiceNow, by default (OOTB), the Product and Model fields are not automatically filled in when you see details under the “Subscriptions to Reclaim” related list.

There is also another related list called “Subscriptions to Assign.”

Instead of showing all this information directly on the main form, ServiceNow stores and displays it within these related lists.
This approach is used because a single subscription (from the same publisher) can sometimes involve multiple models.

So, rather than populating one Product or Model on the form—which could be limiting or incorrect—ServiceNow keeps this data in related records to handle such scenarios more accurately.

Please Mark it as helpful, if you find this useful.

 

Regards,

Prasanna

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