License Metric field empty in Software Subscription table after Adobe publisher pack integration

[dd31]

Hi team,

How is the License Metric field populated in the Software Subscription table? I’ve integrated with the Adobe publisher pack, but for some of the records this field is showing up empty, which is causing them to be marked as Unlicensed = true. Can someone explain why this happens and how the field is supposed to be populated?

[M Iftikhar]

Hi @dd31,

When this field is empty for Adobe subscriptions, it is typically because the corresponding software entitlement has not been created or was imported without specifying the correct license metric. The integration with the Adobe publisher pack brings in subscription data, but it is often a separate, manual or bulk import process to create the entitlements that define how those subscriptions are licensed. Without a defined "License Metric," the ServiceNow reconciliation process cannot determine compliance, leading to the subscription being flagged as "Unlicensed = true."

The solution involves creating or updating the software entitlements for your Adobe products and ensuring the "License Metric" field is correctly populated with one of the Adobe-specific metrics, such as "Per Device," "Per User," or "User Subscription."

Here's the related servicenow documentation link for Software Asset Management publisher pack for Adobe:

https://www.servicenow.com/docs/bundle/washingtondc-it-asset-management/page/product/software-asset-... 

Hope this helps!

Thanks & Regards,
Muhammad Iftikhar
If my response helped, please mark it as the accepted solution so others can benefit as well.

[dd31]

@M Iftikhar 

If you look at the screenshot, the software model is the same across all the records. I also have the entitlement in place, and it’s tied to the User Subscription license metric. My question is, why is the license metric showing up correctly for some records but missing for a few others, even though the setup looks the same?