Smartsheet Integration needs to retrieve Seat Type data along with Subscription identifiers when fetching information for subscriptions. - Support and Troubleshooting

Smartsheet Integration needs to retrieve Seat Type data along with Subscription identifiers when fetching information for subscriptions. .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } }

Description

The Smartsheet Integration fails to retrieve Seat Type data and Subscription identifiers (SMARTSHEET_PAID and SMARTSHEET_FREE), causing incorrect licensing user classification.

Steps to Reproduce Configure the Smartsheet Integration in ServiceNow. Trigger the SAM job "Refresh Smartsheet Integration Subscriptions" from the integration profile created Navigate to the subscription records table (samp_sw_subscription) Observe the subscription identifier values fetched for known paid and free users. Verify identifiers are swapped: paid users show "SMARTSHEET_FREE" and free users show "SMARTSHEET_PAID". Confirm by checking the user's license type directly in Smartsheet.

Releases This issue is present in all releases of the Smartsheet Integration

Workaround

This problem has no workaround, is currently under review and targeted to be fixed in a future release. Subscribe to this Known Error article to receive notifications when more information will be available.