Smartsheet SAM Pro Integration Question

Cairns · ‎06-08-2026

Hi all,

Wondering if someone could possibly assist. We are in the process of setting up the Smartsheet/SAM Pro integration. We have been able to successfully validate the connection and are bringing in subscription data.

We have passed the subscription data back to the Smartsheet app owner and they have advised that the integration is pulling data from the User Roles and Reports page within Smartsheet. They advised that this report is the original management page but from October 2024 a newer management report (Seat Type Report) is being used.

Has anyone heard whether ServiceNow have advised if there will be any update to the Smartsheet integration to look at the newer management report rather than the original?

Thank you in advance.

Cairns

pr8172510 · ‎06-09-2026

Hi @Cairns,

Based on the current ServiceNow documentation for the Smartsheet SaaS integration, there is no mention of support for the newer Seat Type Report introduced by Smartsheet. The documented integration focuses on retrieving subscription and user data through the supported Smartsheet APIs, and it does not specify that it consumes data from the Seat Type Report.

the integration data aligns with the legacy User Roles and Reports page, that is likely the current behavior of the OOTB connector.

At this point, I have not seen any official ServiceNow documentation or release notes indicating a planned update to use the newer Seat Type Report. I would recommend opening a ServiceNow HI case to confirm whether support for the newer Smartsheet reporting model is on the roadmap or available in a newer connector version.

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Aishwaryaaa_ · 3 weeks ago

Hello @Cairns ,
I'm also doing the Smartsheet integration to pull Software subscription data into ServiceNow.
Actully Integration was working correclty in the last year. For now it is not working and I need to troubleshoot it.
Also wanted to pull only Paid Subscriptions.
Are you using OOB subflows for download subscription i.e "Smartsheet Download Subscriptions"?
If yes, can you please tell me subscription data is pulling correclty from Smartsheet?

Aishwarya Shelake

Cairns · 3 weeks ago

Hello @Aishwaryaaa_ ,

We are using OOB sub flows. The issue that we had was that the "Event Reporting add-on" was not enabled in our Smart sheet instance meaning we had to disable the calculate activity sub flow for our integration to work.
Apart from this change, we made no other changes to any sub flows and we are successfully pulling in subscription data to our ServiceNow instance.

Cairns

Aishwaryaaa_ · 3 weeks ago

Thank you @Cairns for reply...!

1. Why my subflow is not pulling the Paid Subscriptions it only pulls the free subscriptions? (for testing purpose I changed the step-9 so that it pulls the data bcz step 9 was evaluating as false)

2. One more thing, when download subscription subflow is executed step-9 i.e checking status of the user is active/pending is getting getting evaluated as false so records are not being pulled. When scheduled job executed free subscriptions records get deleted.
Below I've posted the snap for that step:

Aishwarya Shelake

Cairns · 3 weeks ago

Hi @Aishwaryaaa_ ,

I haven't looked at the sub flows much, so I wouldn't be much help here. My recommendation would be to open a Service Now support case and let them investigate.

Cairns

Cairns · 3 weeks ago

Additionally @Aishwaryaaa_ , we did ask ServiceNow about pulling data from the newer Seat type report compared to the older User Roles and Reports page. They advised they know that this is an issue and is currently under review and targeted to be fixed in a future release.
Please see KB detailing this - https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB2835357