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

[dreinhardt]

Hi @shivani42,

with reference to the SN docs, different identifiers are different applications within your SF environment

Subscription identifiers uniquely identify your SaaS and SSO applications. Each subscription identifier is associated with a discovery map and software model that help to normalize the software that is installed in your environment.

All details about the available identifiers and mapping can be found in table Subscription Product Definitions | samp_sw_subscription_product_definition.

You should review the mapping provided by ServiceNow with your SF admin.

Best, Dennis

[shivani42]

Hello Dennis,

Thanks for the information.

I looked into this table and i found this. 

SalesCloudUnlimitedPsl DMAP0067635 Salesforce CRM Subscription

SalesCloudUnlimitedPsl DMAP0067635 Salesforce Subscription

SFDC_SALES_CLOUD_UNLIMITED DMAP0067635 Salesforce CRM Subscription

Same Identifiers were created for different subscription integration but the Dmap and SW model is same for all of them. Is this something that ServiceNow content created or these were being imported from SF portal.

Regards,

Shivani

[shivani42]

I searched about this table and found that Software models are automatically created for apps with an External Catalog ID that matches an Identifier in the Subscription Product Definitions [samp_sw_subscription_product_definition] table. What is this external catalog Id ??

is this the reason of duplication??

[dreinhardt]

Hi @shivani42,

Same Identifiers were created for different subscription integration but the Dmap and SW model is same for all of them.

I guess your SF admin/product owner is able to answer this question, if the product "salesforce.com Sales Cloud Unlimited" is available for "Salesforce" and "Salesforce CRM".

If it's not the case, please reach out to the ServiceNow SAMP Content Team via a support case and let them know any issues based on your investigation/contract details (proof required)

Is this something that ServiceNow content created or these were being imported from SF portal.

The link between a subscription identifier and a DMAP is part of the ServiceNow SaaS integration and the weekly SAMP content service updates

[samp_sw_subscription_product_definition] table. What is this external catalog Id ??

It's the imported subscription identifier from your SF portal (e.g., SalesCloudUnlimitedPsl)

Best, Dennis

[shivani42]

Hello,

[samp_sw_subscription_product_definition] table. What is this external catalog Id ??

It's the imported subscription identifier from your SF portal (e.g., SalesCloudUnlimitedPsl). does it mean that below identifiers for same product are available at SF side only that is why SN mapped it to integration.

SalesCloudUnlimitedPsl                           DMAP0067635                 Salesforce CRM Subscription

SFDC_SALES_CLOUD_UNLIMITED      DMAP0067635                 Salesforce CRM Subscription

Regards,

Shivani