--- sourceDocument: Asset Management sourceDocumentLink: https://www.servicenow.com/docs/r/it-asset-management Release : - brazil ft:locale : - en-US ft:publication_title : - Asset Management ft:clusterId : - itam bundleId : - itam workflow : - Technology --- # Reclaiming user subscriptions # Reclaiming user subscriptions {#ariaid-title1} Release version: Brazil Updated September 10, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Reclaiming user subscriptions ServiceNow enables customers to reclaim unused SaaS and SSO user subscriptions, helping reduce overall software costs. This capability is available in both the Software Asset Management (SAM) Core UI and the Software Asset Workspace. The process follows a workflow similar to reclaiming software licenses within ServiceNow's Software Asset Management solution. Show full answer Show less ## Removal Candidate States When reclaiming user subscriptions, you track the status of each removal candidate through specific states that indicate progress and required actions: * **Attention Required:** The removal candidate needs user input or error resolution, such as when the User field is empty but notification is enabled, or if a reclamation attempt failed. * **Ready:** The candidate is prepared for reclamation; select Reclaim to proceed. * **Awaiting User:** The user has been notified and must approve or deny the removal (if notifications are enabled). * **Awaiting Approval:** Following user denial, the manager must approve or deny the removal request. * **Awaiting Revocation:** The candidate is pending reclamation; you can manually close it as Complete or wait for the scheduled job to finalize reclamation automatically. * **Closed Complete:** The subscription has been successfully reclaimed. * **Closed Skipped:** Reclamation did not occur because the User field was empty in other states, leading to workflow cancellation. * **Closed Canceled:** Reclamation was canceled due to detected user activity. Removal candidates flagged as restricted software automatically enter the Awaiting Revocation state with the justification noted. ## Practical Use for ServiceNow Customers Customers can manage reclamation workflows efficiently by monitoring removal candidate states and taking appropriate actions such as notifying users, awaiting approvals, and manually or automatically completing reclamation. The SAM weekly scheduled job assists by automatically updating candidates in the Awaiting Revocation state to Closed Complete if no user subscription is assigned. ## Where to Reclaim User Subscriptions * **Software Asset Management classic application:** Reclaim unused SaaS and SSO subscriptions using the classic SAM interface. * **Software Asset Workspace:** Use the modern workspace interface for subscription reclamation. ## Related Concepts and Tasks ServiceNow provides additional capabilities to support SaaS and SSO license management, including setup for large companies, integration with SaaS and SSO providers, and tools for managing subscription identifiers and exclusions. Customers can also utilize playbooks and reclamation rules to streamline their license management processes. 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.{#reclaiming-user-subscriptions-saas__table_xrr_gfs_dbb__entry__2} | 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. | [Table 1. Removal candidate states] {#reclaiming-user-subscriptions-saas__table_xrr_gfs_dbb} * **[Reclaim user subscriptions in Software Asset Management classic](https://www.servicenow.com/docs/xD~I1dMvhqKSYrmfAS66hA)** Reclaim unused SaaS and SSO subscriptions in the Software Asset Management classic application. * **[Reclaim user subscriptions in the Software Asset Workspace](https://www.servicenow.com/docs/ymbEnCmv4CQGQx_rXXd9HQ)** Reclaim unused SaaS and SSO subscriptions in the Software Asset Workspace. **Related concepts** * [SaaS License Management setup for large companies](https://www.servicenow.com/docs/Bq5Z3_kjL9g0PGO28xGYyw "Set up SaaS License Management for large companies to confirm that you can view all SaaS usage data in your ServiceNow instance.") * [SaaS Overview dashboard](https://www.servicenow.com/docs/rkIM200pIwCvK0Ou0q1UPg "Optimize how much your organization spends on SaaS and SSO licensing by analyzing the subscription usage, cost, and compliance of your SaaS applications and SSO providers using the SaaS Overview dashboard.") * [Integrate with SaaS applications](https://www.servicenow.com/docs/jBxvw26HHEAFauouqKBT~A "Create an integration profile to view software usage information and optimize stale licenses.") * [Integrate with SSO providers](https://www.servicenow.com/docs/22HzE2SYuH3zRhBfIapaoQ "Integrate with a Single Sign-On (SSO) provider to view software usage for all connected SSO applications.") * [Playbook for SaaS integrations](https://www.servicenow.com/docs/0Tg7BPzoZAOna8d~l41Aog "The SaaS playbook provides step-by-step guidance for integrating an SaaS application. It takes you in a phased way through each stage of the integration process, from initiation to completion.") * [Delete an integration profile](https://www.servicenow.com/docs/S~~OGvFhM~urO9Cd_XNa9A "If your company stops using a SaaS application or SSO provider, you can delete the integration profile.") * [Subscription identifiers for SaaS and SSO applications](https://www.servicenow.com/docs/VSYSkGko7LXMzPylGtH7PQ#subscription-identifiers "Use the SaaS License Management application to view, manage, and resolve subscription identifiers for your SaaS and SSO applications.") * [Subscription exclusions for SaaS and SSO applications](https://www.servicenow.com/docs/o~9NPr2ftYz2vZ~TPcxVyA#subscription-exclusions "Define subscription exclusions for your SaaS and SSO applications to optimize your licensing costs by keeping the excluded subscriptions out of license cost calculations.") **Related tasks** * [Request SaaS License Management](https://www.servicenow.com/docs/xSg_Vg2JoVqm7VEj6dmn0Q "Request the Software Asset Management - SaaS License Management plugin (sn_sam_saas_int) so that you can create and manage integrations with your SaaS and Single Sign-on (SSO) applications. You can use these integrations to track license usage and to reclaim unused licenses.") * [Review a software reclamation rule](https://www.servicenow.com/docs/zkfujgEa4pGzdj6TOidHBA "Use reclamation rules to cancel user subscriptions that have limited to no activity.") * [Create a child alias to set up multiple integration profiles](https://www.servicenow.com/docs/11LNO1g9UPGwfXnwsXDoyw "Create a child alias to set up multiple integration profiles with unique connections and manage different configurations for each integration profile.") * [Create a child alias to set up multiple Cisco Webex integration profiles](https://www.servicenow.com/docs/dRPKCe1ShSFaWcLCHW9K4A "Create a child alias to set up multiple Cisco Webex integration profiles.") * [Create a child alias to set up multiple Confluence Cloud integration profiles](https://www.servicenow.com/docs/W6EiHJxfaRHLj3tks91S5A "Create a child alias to set up multiple Confluence Cloud integration profiles.") * [Create a child alias to set up multiple Jira integration profiles](https://www.servicenow.com/docs/EeY7DUsjajno3L1hJ9GCIg "Create a child alias to set up multiple Jira integration profiles with unique connections and manage different configurations for each integration profile.") * [Associate a user with subscription records](https://www.servicenow.com/docs/ElbXgGT7jGZjgHiho1fQ7g "If the User field in the Software Subscription [samp_sw_subscription] table is empty, map the field with an associated user in the User [sys_user] table within ServiceNow AI Platform.") * [Disconnect SSO apps](https://www.servicenow.com/docs/SrfWi7vxZO~wpsU3D2vvwA "Disconnect an SSO application to stop viewing subscription information for the app, or before creating a direct integration for the app.") **Related reference** * [Viewing your SaaS and SSO subscriptions](https://www.servicenow.com/docs/EJmYhLVEhLm5SVELg~q5pw "View a list of all subscriptions for your SaaS and Single Sign-On (SSO) applications.") * [Reclamation rules for SaaS and SSO applications](https://www.servicenow.com/docs/XAMcrJW7DBbBnB7B6dTOXA "Reclaim unused SaaS and Single sign-on (SSO) subscriptions to reduce your total software costs.")