Associate a user with subscription records

  • Release version: Yokohama
  • Updated June 11, 2026
  • 1 minute to read

    • 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.

    Before you begin

    ServiceNow Role required: sam_admin or sam_integrator

    Important:
    sam_user can view the user resolution rules but not create them.

    Review the list of unresolved subscriptions on the Subscriptions without user page in the License operations view. Note the User principal name value for the subscription and then verify if this value matches any entry in the User [sys_user] table. If no match is found, configure the rule accordingly.

    About this task

    SaaS integrations create subscription records in the Software Subscription [samp_sw_subscription] table with fields populated by automated jobs and integrations. By default, the User field is resolved by matching the User principal name column value with the Email and User ID fields in the User [sys_user] table. To accurately map user data when user data isn't resolved, create a user resolution rule.

    Procedure

    1. Navigate to Workspaces > Software Asset Workspace > License operations > User subscription > User resolution rules.
    2. Select New.
    3. On the form, fill in the fields.

      For a description of the field values, see User resolution rule fields.

    4. Select Save.

    Result

    If the user resolution rule is correctly configured and the Download subscription job SAM - Refresh <profile name> Subscriptions runs successfully, the unresolved subscription you targeted is cleared from the Subscriptions without user page in License operations view.