@Angel Pineda1
To troubleshoot the issue, you can follow these steps:
- Check the reconciliation settings:
Ensure that the reconciliation task is configured correctly to process the licenses from the "samp_sap_system_user" table. You can do this by checking the "Reconciliation Tasks" settings in your ServiceNow instance:
- Navigate to "Software Asset" > "Reconciliation Tasks."
- Look for the SAP reconciliation task and open it.
- Check if the "Data source table" is set to "samp_sap_system_user."
- Verify if the "Matcher" and "Matcher type" are configured correctly to match records from the "samp_sap_system_user" table with the entitlement records.
- Validate the relationship between the Software Model and the records in the "samp_sap_system_user" table:
Ensure that the records in the "samp_sap_system_user" table are linked to the correct Software Model, which represents the Named User licenses.
- Check the Software Model in the "Software Models" list and verify if it has the correct "Product."
- Open a few records from the "samp_sap_system_user" table and confirm that the "Software Model" field is set to the correct Named User license Software Model.
- Check the Entitlement configuration:
Verify if the entitlement you created is configured correctly.
- Navigate to "Software Asset" > "Entitlements."
- Open the Entitlement you created for the Named User licenses.
- Ensure that the "Software Model" field is set to the correct Named User license Software Model.
- Check if the "License metric" is set to "Named User" or an appropriate metric for SAP user licenses.
- Verify if the "Start date" and "End date" are within the range of the reconciliation period.
- Verify the Allocation Rules:
Allocation rules are used to allocate licenses to users based on specific criteria. Ensure that the allocation rules are configured correctly for the Named User licenses.
- Navigate to "Software Asset" > "Allocation Rules."
- Check if there is an allocation rule for the Named User licenses.
- Verify if the allocation rule is set to allocate licenses based on the correct criteria, such as the user's organization, location, or department.
- Review the Reconciliation Logs:
Reconciliation logs can provide valuable information on any issues encountered during the reconciliation process.
- Navigate to "Software Asset" > "Reconciliation Results."
- Open the reconciliation result for the SAP instance.
- Check the "Licenses required" field to see if it is still showing 0.
- Review the "Details" and "Messages" tabs for any error messages or warnings related to the reconciliation process.
By following these steps, you should be able to identify and resolve the issue with the SAP reconciliation not catching the used SAP user licenses. If the problem persists, consider reaching out to ServiceNow support for further assistance.
