Subscription user not present in ServiceNow SAM

[MercBuilding]

Hi,

  We have done Microsoft SaaS integration and it has pulled all the user subscriptions from the portal. But not all the subscription users are present in ServiceNow, some are integration related service accounts and some are conference rooms etc. There is a product called 'teams Rooms' which has all the user principal name as conference rooms email Id's, it is obvious that these conference rooms will not be present in ServiceNow so all the subscriptions related to this product are showing as unlicensed subscriptions even though we have enough rights.

Does anyone know how to handle these type of subscriptions in ServiceNow to show the product as 'Compliant'? I have tried adding few subscription conditions on the model but it is throwing below error.

Thanks!

[dreinhardt · Accepted solution]

Hi @MercBuilding,

basically SAMP does not need a match with a ServiceNow user in the sys_user table to process the M365 subscriptions for compliance. The subscriptions are nevertheless assigned to the corresponding software model in the related list “User Subscriptions” and generate a corresponding consumption. The users only become important if you want to use reclamation candidates and other processes.

If possible, could you please share the following screenshots

- Imported User Subscriptions for the mentioned product (Column Software Model is required)

- Product Software Model related list "User Subscriptions" (Should contain all imported users)

- Software Model results and the details about unlicensed subscriptions

Best, Dennis

[stefantaitano]

Could you provide an example or two on "other processes" when it's important to bringing the users into ServiceNow?

I have the same issue where we have direct integration with Adobe and Microsoft 365 and pulled data into ServiceNow, and realized a lot of "users" are not in ServiceNow. 

[dreinhardt]

Hi @stefantaitano,

User notifications as part of the reclamation process won’t work.

Best, Dennis