Smartsheet integration in SAM Pro

[RadhikaG]

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.

[pr8172510]

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.

[Tanushree Maiti]

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