Software Subscription Records duplication

[shivani42]

Hello @all,

We have seen some duplicates software subscriptions records are getting created by ServiceNow through the integration. In software subscription table, there few duplicate users who have same subscription for salesforce product. We have confirmed with Salesforce team also, there is no duplicate records exist at their end. but when the integration jobs run, it is creating duplicate record with same user and product.

Anyone has any idea?

Thanks,

Shivani

[Community Alums]

Hello @shivani42 ,

Did you verify that user principal name is same for the duplicate record or not? Also both records are active true?

[shivani42]

Hello Subham,

Both records are active true and have same user principal name.

[dreinhardt]

Hi @shivani42,

could you please check the following: is the subscription identifier value the same for the duplicates? (Add column "subscription identifier" to the user subscription view) and what about the user principal imported from SF.

• If it's different, you should get back to your SF team and ask about the different identifiers imported by SAMP
• If it is the same, you should raise a ServiceNow support case, to allow the support to check the integration and the duplicates.

Best, Dennis

[shivani42]

Hello Dennis,

Both the subscription identifiers are different for both the records.