SAM Pro - Unrecognised subscription identifiers

Cairns · ‎03-18-2025

Hi everyone,

One of our clients has subscriptions coming in from an integration which brings in subscription identifiers to match these subscriptions to software models. For 6 particular subscriptions, software models were not automatically created when the integration went live. These subscriptions now have their subscription identifiers tagged as unrecognized and sit in the samp_sw_unrecognized_subscription_identifier_list. We understand that simply creating a software model and adding it to these subscription identifiers would resolve this but, if the products are in the product table and the publisher are there also, why would SAM Pro not automatically create a software model to match to these identifiers? Are we missing something?

Any help or clarification on this would be greatly appreciated.

dreinhardt · ‎03-18-2025

Hi @Cairns,,

This data is not currently available in the SAM Content Library and is therefore not linked automatically. As you said yourself, the solution is to link it manually and at the same time you should submit an ITAM Content Request so that these identifiers are managed by the Content DB in the future.

Best, Dennis

Should my response prove helpful, please consider marking it as the Accepted Solution/Helpful to assist closing this thread.

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shubhamkhai · ‎09-05-2025

Hi @Cairns ,

Just following up on the issue with the unrecognized subscription identifiers. Were you able to determine the outcome and why the software models weren’t created automatically?

Also, did you request a content update resolution for this? If so, what exactly was used to resolve the issue?

Thanks!

Cairns · ‎09-08-2025

Hi @shubhamkhai,

I don't believe we did get a final answer as to why the software models weren't automatically created. From memory, I believe we ended up just creating software models and manually matching them.

We used the content request process for this. I can't remember the specific category we selected but it should be easy enough to find.

Hope this helps a little.

shubhamkhai · ‎09-08-2025

Thanks @Cairns for your assistance!
I'm facing the same issue. What if instead of matching the software models can we directly raise a request for content?
Will it solve the issue? What do you think?

Cairns · ‎09-08-2025

Being honest @shubhamkhai I'm unsure. I wouldn't see any harm in raising a content request and seeing what SN reply.

If they are able to solve your issue, that's great. If they aren't, then you may need to manually match the identifiers yourself.

Karan Singh · ‎09-16-2025

Kindly refer to the KB below and proceed to create a Content Request:

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0790305