Reclaiming user subscriptions

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of Reclaiming user subscriptions

    ServiceNow enables you to reclaim unused SaaS and SSO user subscriptions to optimize software costs effectively. This process parallels reclaiming software licenses within ServiceNow® Software Asset Management (SAM) and can be performed via both the Software Asset Management Core UI and the Software Asset Workspace.

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    Removal Candidate States

    The reclamation workflow uses specific states to track the status of subscription removal candidates:

    • Attention Required: Indicates action needed, such as missing user information or reclamation errors that must be resolved before proceeding.
    • Ready: The subscription is ready to be reclaimed; selecting Reclaim initiates the workflow.
    • Awaiting User: Applicable when notifications are enabled; the user has been emailed to approve or deny removal.
    • Awaiting Approval: After user response, manager approval is required if the user opts to keep the subscription.
    • Awaiting Revocation: The subscription is pending reclamation. You can manually complete the process or rely on a scheduled job that closes reclamations automatically if conditions are met. Restricted software removals are set to this state with justification.
    • Closed Complete: The subscription has been successfully reclaimed.
    • Closed Skipped: The reclamation workflow was canceled due to missing user data or other conditions.
    • Closed Canceled: Reclamation was halted because user activity was detected, indicating the subscription is in use.

    How to Reclaim User Subscriptions

    You can reclaim unused SaaS and SSO subscriptions using either:

    • The Software Asset Management classic application
    • The Software Asset Workspace

    This flexibility allows you to choose the interface that best fits your operational workflow.

    Practical Benefits for ServiceNow Customers

    • Reduce software costs by efficiently identifying and removing unused SaaS and SSO subscriptions.
    • Maintain compliance and optimize license usage through automated workflows and state tracking.
    • Engage users and managers appropriately through notification and approval steps to ensure proper governance.
    • Leverage scheduled jobs to automate parts of the reclamation process, reducing manual effort.

    Additional Resources

    ServiceNow provides related tools and documentation to support SaaS license management, including setup for large enterprises, dashboards for SaaS overview, integration with SaaS and SSO providers, and detailed tasks for managing reclamation rules and user associations.

    You can reclaim unused SaaS and SSO subscriptions to reduce your total software costs.

    The process of reclaiming a user subscription is similar to reclaiming a software license in ServiceNow® Software Asset Management. You can reclaim user subscriptions in both the Software Asset Management Core UI and the Software Asset Workspace.

    When you’re reclaiming a user subscription, you can determine the status of the associated removal candidate using the following removal candidate states.
    Table 1. Removal candidate states
    State Description
    Attention Required The removal candidate requires attention.

    The state is set to Attention Required when the User field is empty on an automatic removal candidate that has the Notify User option enabled. After the User field is populated, the state automatically changes to Ready.

    The state can also be set to Attention Required when a reclamation fails. After you resolve the error, the state automatically changes to Ready.
    Ready The removal candidate is ready for reclamation. Select Reclaim to advance the reclamation workflow.
    Awaiting User The user has been sent an email notification to approve or deny the removal request. This state is applicable only if the Notify User option is enabled on the removal candidate.
    Awaiting Approval The user must approve or deny the removal request. If the user wants to keep the subscription, the manager then becomes responsible for approving or declining the removal. This state is applicable only if the Notify User option is enabled on the removal candidate.
    Awaiting Revocation The removal candidate is awaiting reclamation.

    You can manually reclaim the user subscription in the removal candidate by selecting Close Complete. Alternatively, you can reclaim the user subscription through the SAM — Updating Existing Reclamation Candidates weekly scheduled job. When the scheduled job runs, removal candidates that are in the Awaiting Revocation state and have an empty User subscription field are automatically updated to the Closed Complete state.

    If the User subscription field is empty for a removal candidate that is in any other state, the reclamation workflow is canceled and the state automatically changes to Closed Skipped.

    The state of a removal candidate with restricted software is automatically set to Awaiting Revocation. The justification is set to Restricted Software.
    Closed Complete The user subscription has been reclaimed.
    Closed Skipped The user subscription hasn’t been reclaimed by the removal candidate.
    Closed Canceled The user subscription hasn’t been reclaimed by the removal candidate because user activity is detected.