Software downgrade right is not working properly as the entitlement for Outlook 2016 is not covering the license requirement for Outlook 2010Issue created an entitlement for Outlook 2016 and defined Outlook 2010 as a downgrade right under Outlook 2016 “Software Model”. The downgrade right is not working properly as the entitlement for Outlook 2016 is not covering the license requirement for Outlook 2010. Outlook 2016 license is not downgrading to Outlook 2010 even after defining the downgrade right.CauseThe root cause of the issue was due to the software entitlement of Microsoft Outlook 2016 not configured properly for downgrade. ResolutionInitially, the configuration as per screenshot with 'State' field set to "Retired" and 'Agreement type' field set to "Generic"We modified the record to have 'State' field set to "In Use" and 'Agreement type' field set to "Enterprise Agreement"Software Entitlement: Microsoft Outlook 2016https://<INSTANCE>.service-now.com/nav_to.do?uri=alm_license.do?sys_id=6def026c1b18a0105a540d81ec4bcb1afollow by reconciliation, the downgrade right is working as per license workbench that outlook 2016 is compliant.