SAM Pro Reconciliation Issues

[JedrzejH]

We’re experiencing an issue where inactive users must remain associated with their assigned devices because of a lengthy recovery process for remote users. This prevents us from updating those devices to an In Stock status. As a result, SAM Pro continues to detect software installations on those devices and prompts for license allocation—even though assigning licenses to inactive users is not possible.

We’re seeing a similar problem with retired devices that are not removed from discovery sources such as SCCM and Intune in a timely manner. These devices are later rediscovered along with their historical installation data, which causes them to be flagged as non‑compliant in SAM Pro.

Is there a way to exclude inactive users and retired devices from the SAM reconciliation process, or does anyone have recommended workarounds to prevent these false‑positive license requirements?

[dreinhardt]

Hi @JedrzejH ,

 Please check the following

https://www.servicenow.com/docs/r/it-asset-management/now-assist-for-software-asset-management-sam/e...

best, Dennis

[MikeW0609686430]

Hi,

This is an issue I encounter regularly. There are two approaches that I usually take:

1. If the device is statused as "Retired" on the asset/CI record, then I exclude these devices using a sw install condition that ignores devices with such a status during reconcilliation

2. If the device is not statused as "Retired" and the user is inactive/locked out, then you can exclude devices assigned to inactive users using a sw install condition (Assigned To User>Active=False)