Reconciling entitlements with unlicensed subscriptions

[NE]

Hey guys! 

I will try to keep this a succinct as possible. However -- being a newcomer to SAM Pro -- I may jumble up the terminology. So, I apologize in advance. 

PROBLEM

I created a software model (Adobe Systems Acrobat DC Pro) when uploading our software entitlement information into SAM Pro. If I look at the software model I can see that there are the correct number of software subscriptions (according to our Adobe Portal) associated with the software model that has been created.

Upon returning to the Software Asset Workspace, under the Adobe publisher, I see that the subscriptions found under the software model are unlicensed. 

Drilling down further into the model I see Matching Discovery Models is completely empty. 

The answer seems simple to me. I first find a user subscription that is associated with Adobe Systems Acrobat DC Pro model that I have created. Then I navigate to the Software Installations table and locate the Adobe Acrobat discovery model associated with the user subscription. From there, I add the software model to the discovery model. Once this model is now manually normalized I can run reconciliation, and I should be able to see the previous unlicensed installations turn into licensed installations. 

Perhaps I am missing a step? Once I go through that process, I still find myself only seeing unlicensed subscriptions for Adobe Systems Acrobat DC Pro. Here is what I have been able to find out thus far: 

NOTES

1. The entitlement that was created for this model is listed as "In Use". As an extension, the entitlement has already been published. 

2. The PPN on the entitlement is not something that our vendor could provide. Which would make this process substantially easier, but alas we are here. 

3. The Discovery Map on the Software Model is presumed correct. I can confirm that the Discovery Map is the same across all of the records. 

I am sure I am missing more things to add/clarify. Any help with this would be greatly appreciated! 

[Engelica Adalia]

@NE @ZL12  Do you add your users under the "Software Entitlements" tab? That's the only thing that I can think of that causes the subscriptions to show as unlicensed in the software asset workspace. The Adobe integration pulls the data from the Adobe portal (all users assigned with an Adobe license). When you run reconciliation, ServiceNow compares the users you've assigned/allocated under your "Software Entitlement" and the users under the "Software Subscriptions" tab. 

Here's a sample reconciliation result with users added/tracked under the software entitlement of the software model:

Hope this helps!

[dreinhardt]

Hi @NE,

the definition of "Unlicensed subscriptions" is "Number of unlicensed software subscriptions that are not covered by any entitlements.". Could you please check and confirm, that the linked entitlements covering the amount of subscriptions imported from the portal.

Best, Dennis

[zyu]

Verify your Discovery Model matches the Software Model and having the same discovery map.

[Debendu]

Hi @Nee,

In SAM there are two types of Software Products present (SaaS based and Physical Installation based). For all the software products which has physical installations can be discovered by discovery or integrations (SCCM/JAMF) and will have Software Installation and Software Discovery Model. The license metrics of Software Entitlement such as Per User, Per Device etc. can allocate software rights for this type of software.

For SaaS based software products we will have Software Subscription data from the integration. To allocate these Software Subscription we need the license metric as User Subscription.

In your case, you have Software Subscription data, but your Software Entitlement may have a different license metric other than the User Subscription. Hence, in after the reconciliation it is showing unlicensed subscriptions.

I hope this will clear the doubt.

[Karl Rohde]

This fixed it. Thank you!!! This took me ages to find out. Wow.

The license metric for Adobe was "Per User" and this presented me with X number of "unlicensed subscriptions". 

When I changed the license metric to "User Subscription" and ran reconcilation it then reflected accurately. The "unlicensed subcriptions" dropped to 0 and the metric results then shows a true correlatation to my entitlement.