SaaS - Subscription Resolution

[FeniP]

Hi Team,

Following the SaaS integration with SAM Pro, we are seeing a large number of user subscriptions such as user@adobe.com and boardroom@company.com. These accounts do not exist in the sys_user table, and we do not intend to create user records for them.

However, this is raising concerns on the Health Check dashboard. Could you please advise on the recommended approach to address or suppress these errors without adding such accounts to the sys_user table?

Thank you for your guidance.

Regards,

Feni

[pr8172510]

Hi @FeniP,

🔹 Why this is happening

• SaaS integrations (like Adobe, M365, etc.) bring in subscription users as-is
• These can include:
  • Functional IDs (e.g., boardroom@company.com)
  • External / guest users
  • Non-corporate identities

 ServiceNow tries to map them to sys_user, but:

• If no match is found → they remain unresolved users

This is what is triggering Health Check concerns.

---

🔹 Important point

You are absolutely right:

Creating dummy users in sys_user is not recommended

---

🔹 Recommended approaches

Option 1: Ignore via Health rules (preferred)

• Review the specific Health Check rule
• Adjust threshold / filter to:
  • Exclude known patterns (e.g., shared mailboxes)

 This keeps your data clean without forcing user creation

---

Option 2: Use “Unmapped User Handling”

• Keep these users as:
  • Unresolved / unmatched subscriptions

This is acceptable in SAM Pro as long as:

• They are not required for license optimization decisions

---

 Option 3: Data normalization / filtering (best practice)

During import or post-processing:

• Identify patterns:
  • *@adobe.com
  • shared mailboxes
• Tag them using a custom flag:
  • u_non_human_account = true

Then:

• Exclude them from:
  • Compliance calculations
  • Health dashboards (via reporting filters)

---

 Option 4: Transform Map logic (if needed)

• Prevent such records from being fully processed
  OR
• Route them to a separate category (non-user subscriptions)

[FeniP]

Thank you for your response, I will try this solution.