[SAMP]Fundamentals of Software Entitlement Import Errors - Support and Troubleshooting

[SAMP]Fundamentals of Software Entitlement Import Errors  Table of Contents Overview Multiple Software models found for the Publisher part number Import template customized resulting in one or many fields being invalid Purchased rights should be greater than zero Publisher Part Number not found Publisher part number and Software model not found Duplicate Entry Overview Errors in data streams exist and are not uncommon. By using the Import Entitlement capability, a number of exceptions are caught and presented to the SAM Pro user

in the Entitlement Import Errors table in the Licensing module.

There are six validation checks that occur at the time a row in the entitlement template is processed:

Multiple Software models found for the Publisher part number In a situation wherein the Publisher part number could be associated with more than one Software Model , the solution will flag the row and make it available in Entitlement Import Errors so that it can be reviewed and associated with the correct Software Model.

Import template customized resulting in one or many fields being invalid The spreadsheet should not be modified. If the spreadsheet is modified (columns added or removed) this error will be the result, and the entire import set should be deleted, and fixed before re-import.

Another reason this error would exist is if the entry for a fixed field is not one of the correct responses, such as setting the License type field to something other than “Full” or “Upgrade”.

Important note: If the original datasource is programmatically creating the import spreadsheet based on the template, but not originating from the template, this error will always occur for reference fields such as License type even if the string value is identical to what would be in the reference field. The correct way of doing this is to programmatically open the existing template provided by ServiceNow and inserting the content, rather than creating the template based on the field structure provided.

Purchased rights should be greater than zero Having a zero-quantity number of rights purchased is not a valid entitlement, and is therefore flagged. Check the original datasource to make sure the data is correct.

Additionally, at this time, the Import Entitlements capability cannot process returns. If a prior Software Entitlement has been imported and is returned, simply delete it, or retire the Software Entitlement by opening it and setting the State to “Retired”.

Publisher Part Number not found This error simply means that the Publisher part number column did not match a Publisher Part Number in the content library, or if it has been marked “Inactive”. Simply click Create Part Number on the Entitlement Import Error form, and the system will create a custom part number. If the instance has opted in for content service feedback loop, this will make its way back to the Content Services Team for review and update into the ServiceNow content library.

Publisher part number and Software model not found Just as in #5 above, the Publisher Part Number was not found, and there wasn’t enough information in the Publisher, Product, Version and Edition fields to correctly identify a Software Model to which to assign the import row. In this instance, you can either create a custom part number as in step 5 above, and also associate it to a Software Model , or you can update the Publisher, Product, Version and Edition fields, save the record and associate to a Software Model .

This error also appears if the Publisher Part Number is blank, and insufficient data exists in the Software Model fields to identify. Alternatively, in this instance, the Software Model field is exposed on the form and the user can opt to select the specific one.

After the import is complete, and one or more of the above six errors are encountered and the SAM Pro user fixes the record, four additional validation steps are run:

Cannot ignore a fixed import record Once a user corrects elements in an import record, the record can no longer be ignored and must be processed.

Publisher part number already exists In step #5 and/or step #6 above, the user corrected the Publisher Part Number but it then matched.

Publisher part number and software model conflict The updated record now conflict with a Publisher Part Number that indicates a different Software Model than what is indicated in the Publisher, Product, Version and Edition fields. Simply correct and process the record.

The end date must be greater than the Start date If the License Duration is “Subscription” and the dates supplied are processed, but the end date is not after the start date, this error will appear. Simply correct and process the record.

Duplicate Entry Any entitlement imported that has the same PO Number, Publisher part number (and/or Software Model ), License Metric, Purchased rights , and License Duration will be flagged as a potential duplicate. Simply verify that the entitlement is not a duplicate and click Create Entitlement on the Entitlement Import Error form.

If it is common practice to have multiple PO line items that purchase the exact same item, and there is potential for the quantity to be the same, a workaround would be to append a PO line item number to the PO Number field to avoid duplication.