Smartsheet integration in SAM Pro
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3 weeks ago
I have created direct integration profile for smartsheet in sam pro. but what is happening there are 11k something for licensed one and 2k something for viewer. but in the smartsheet the licensed user are 11k approx and for free it is 11k approx.
Suggest some ways to identify the issue.
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3 weeks ago
Hi @RadhikaG,
check
- Verify the Direct Integration Profile completed successfully and review its execution logs.
- Compare the Smartsheet API response with the imported subscription/user records in ServiceNow to confirm whether all Free/Viewer users are being returned.
- Verify the user type mapping (Licensed, Viewer, Free) in the imported records.
- Ensure the integration account has the required permissions to retrieve all users from your Smartsheet tenant.
- Check whether you're using the latest version of the Smartsheet integration and review any available release notes or known issues.
Direct Integrations import the data provided by the SaaS vendor.
If the imported counts differ from the source system, the recommended troubleshooting approach is to compare the provider's API response with the imported records and review the integration logs to determine where the discrepancy occurs.
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3 weeks ago
Good checklist. I'd first compare the Smartsheet API response with the imported records to pinpoint whether the issue is with the API or the integration, then review the logs for any skipped users or mapping issues.
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3 weeks ago
Hi @RadhikaG
It seems to be a known case .
ServiceNow SAM Pro does not officially support the modern Smartsheet Seat Type reporting model. The OOTB Smartsheet connector pulls data from the legacy User Roles page rather than the newer "Seat Type Report" that Smartsheet introduced.
Because of this API limitation, you can log a support case on ServiceNow Support to reconcile the data at your end.
Refer:https://www.servicenow.com/community/sam-forum/smartsheet-sam-pro-integration-question/td-p/3555488
https://www.servicenow.com/community/sam-forum/smartsheet-sam-pro-integration-question/m-p/3556118
Regards
Tanushree Maiti
ServiceNow Technical Architect
LinkedIn: https://www.linkedin.com/in/tanushreemaiti
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3 weeks ago
Actually what I meant to say here
I have created direct integration profile for smartsheet in sam pro. but what is happening there are in smartsheet 2k something for licensed one and 11k something for viewer(that is for free). but in the servicenow it is mapping the licensed user as 11k approx and for free it is 2k approx.
I need to reverse this according to the smartsheet data.
I hope the question is understood let me know if you need anything.
Suggest some ways to identify the issue.
