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08-26-2020 12:49 PM
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?
Solved! Go to Solution.
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08-26-2020 04:10 PM
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
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09-02-2020 07:56 AM
Hi Pam.
You do not need to create a new product because the product already exists in the Product table, however the Publisher Part Number that was entered for the maintenance is not in the Product Definitions table (VIPRenew-T6). You can choose to enter the entitlement with no PPN and just select the Nitro PDF Software Model and selecting Maintenance as your License Type. PPN is not a requirement, but if you have it and it is in the Product Definitions Table, it will help reduce potential errors in the future. My team was recommended by ServiceNow to submit HI tickets for PPN's that aren't in the content library. By doing so, you won't need to manually select the SW model or license type the next time you enter a maintenance entitlement, which will help reduce potential errors.
Note: you are able to add a custom PPN yourself, however custom PPN's are not updated by ServiceNow. So if you want the information associated with custom PPN's to stay up to date you would have to manually update your entitlement details (e.g. - product publisher goes through a name change, you would have to delete the entitlements associated with that custom PPN and then re-enter them). Information about content updates can be found here:
My recommendation: Submit a HI ticket and include the PPN, Publisher, Product, and specify that the license type is Maintenance.
All the best,
Stephanie
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09-02-2020 08:02 AM
thanks again Stephanie - this is a big help to me.
