What is the best way to create and/or track software maintenance renewals?

[Pam L]

Looks like someone uploaded them as products and now they show up in the license workbench as out of compliance software.  It looks like I need to create entitlements which looks like I am creating custom new products.

So once entitlements get created for maintenance renewals, how do I associate them with the existing product the maintenance is for?

[Ruhi Jibhyenka1]

Hi Pam,

Check out below link-

https://community.servicenow.com/community?id=community_question&sys_id=3adf07a5dbdcdbc01dcaf3231f96192d

Mark correct if my answer has solved your issue and /or helpful if my response was worthy.

Thanks,

Ruhi.

[Pam L]

Hi Ruhi,

Looks like I may have not been clear with my question because what I need to do is understand how to create software maintenance renewals to be tracked.  The link you shared is great information (I've kept it for future reference).  The link addressed how to track the maintenance so you are aware of when it needs to renew. My concern is more from the the very beginning when we have purchased the maintenance renewals. People are uploading the renewal purchases as new entitlements, creating records that, in my mind, should be tied to the product already entitled. (The screens shot don't reflect the initial entitlement for the 8250 maintenance purchases). So I guess my question is if my license workbench showed my initial purchase because of the entitlements,

[Community Alums · Accepted solution]

Hi Pam.

When entering Maintenance entitlements, the License Type needs to be "Maintenance" not Subscription. When you enter this information, you are still able to enter the start and end dates of your maintenance period which can be easily reported against, but the entitlement will not show up as a "right" that will affect your compliance. What you will see though is that the cost of the maintenance will be added to the Total Spend for that product on the License Workbench. 

Once you have saved the new maintenance entitlement record (you cannot update your existing incorrect maintenance entitlement with the Subscription License Type, you will need to create a new one) you can associate it with the actual subscription entitlement by navigating to the "related Entitlements" tab that loads after your maintenance entitlement was saved. Double click on the "Insert a new row" section, select your entitlement from the related list, click on the green check mark, and then on the right side, you will need to enter the number of entitlements that you are associating the maintenance to. Once you save the record, the entitlement and maintenance will be associated and you can look at the original entitlement which will now reference the maintenance entitlement.

Hopefully that answers your question 🙂

All the best,

Stephanie

[Pam L]

Thank you Stephanie. looks like I have my work cut out for me. 

I do have one last question on this for you, Before I create the maintenance as an entitlement, do I need to create it as a product if the vendor doesn't already have maintenance listed in the Software Product Definitions table?