Hi Team,
I need urgent assistance with an issue in ServiceNow SAM Pro.
We are currently seeing thousands of Adobe Acrobat installations reflected on the Compliance Dashboard under “Installs Requiring Action,” with the reason “No applicable entitlement.”
At this time, we have not purchased any Adobe Acrobat licenses, except for Adobe Acrobat Studio. As a result, all Acrobat installations are being flagged for non-compliance.
My immediate objective is to remove these installations from the Compliance Dashboard / License Workbench view by handling them correctly from a licensing and reconciliation perspective.
I see two possible approaches:
Classify Acrobat under a Non‑Licensed Software Model, however this would not exclude it from reconciliation and may not be the correct long-term approach.
Create and map an Adobe Acrobat entitlement, which would allow installations to reconcile, even though we do not own Acrobat licenses.
I am looking for guidance on the best-practice approach to correctly handle this scenario and remove the thousands of Acrobat installations from the license workbench and compliance view without introducing inaccurate license data.
