Snagit Maintenance Entitlements

[Princess W_]

We purchased TechSmith Snagit licenses with maintenance. We created software entitlements for these licenses with the license type of Perpetual + Maintenance. During the first year, we were eligible for an upgrade to the next version with the maintenance. We created a software entitlement (a P.O. was created that's why we created a software entitlement) for the new version, which started after the first entitlement expired.  We entered the PPN (SN01G-R-1) on the entitlement and it automatically set the Software Model to a versionless software model (TechSmith Snagit) and the License Type to Maintenance. I created a HI ticket and requested that they create additional PPN's with versions. Below is their response:

We have added the PPN "SN01G-R-1" to DMAP "DMAP0012115" with version anything. Also, PPN "SN24G-R-1" is already existing in the library added to DMAP "DMAP0012115". Please note that SAM Pro doesn't support adding the same PPN with two different versions. As we have added/existing PPN with version anything it will be easy to manage the current version or the next version of the PPN for Snagit maintenance PPNs.

It is my understanding that Maintenance records are not considered during reconciliation and are not associated to a Software Model Result. If a new version of the software is installed, how do we reconcile it under the new version and not the previous version if all Maintenance entitlements are listed under a versionless software model? How we show what version a customer is licensed to use.  

ex: Customer has Snagit 2022 installed on machine. Customer is notified they are eligible for an upgrade to 2023 through maintenance agreement. Snagit 2022 is removed from customer's machine and 2023 is installed. Software entitlement is created for 2023 upgrade. The PPN SN01G-R-1 is entered, automatically setting the license type to Maintenance and software model to TechSmith Snagit. Customer has a install for 2023 but not 2022. Reconciliation is run. The License Metric Results for Snagit 2022 show that the customer is 'Allocated but not in use".  Because its a Maintenance record, the 2023 install does not get captured in a License Metric Result.

FYI: We track our maintenance records using Related Entitlements. We associate the Maintenance entitlement to the corresponding Perpetual + Maintenance record. 

[Anna-Marie Chri]

Hi Princess W_,

On your software models make sure the Next version field is filled out with the next version of the software. Upgrades to newer versions only apply to license types of Perpetual + Maintenance or Maintenance (This maintenance record should be related to your original base license).  Make sure your entitlements all have the authorized downgrades rights on them and then run the Scheduled Job - SAM - Create downgrades/upgrades for a software entitlement.  Once that's done, your licenses should change to the latest version.   Here's the link (Understanding How Downgrade and Upgrade Rights Function - YouTube) to a great YouTube video explaining downgrades and upgrades and how they function in ServiceNow.  Hope this helps.