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License type (product_type column) on Software Entitlement form should be mandatory in SAM foundation as Software Entitlements with "Empty" License type are filtered out by Software Reconciliation.
On a ServiceNow Instance with Software Asset Management Foundation Activated: Insertion of a software entitlement records with "Empty" License Type value is allowed which results in Software Reconciliation filtering out these software entitlements.
As a workaround, you may apply the following steps to populate a 'License type' value for the existing Software Entitlements with "Empty" License Type value: 1. Disable 'Set fields readonly when not new record' client script: 'Set fields readonly when not new record' client script: https://Instance_name.service-now.com/sys_script_client.do?sys_id=6ec9c6b767022200e85a87cb5685efde 2. Select a value "Perpetual,..." in the 'License type' field of the existing Software Entitlements with empty 'License type' value. 3. After correcting the affected Software Entitlements by populating 'License type' value, enable 'Set fields readonly when not new record' back. This issue is under review. To receive notifications when more information is available, subscribe to this Known Error article by clicking the Subscribe button at the top right of the article. If you are able to upgrade, review the Fixed In or Intended Fix Version fields to determine whether any versions have a planned or permanent fix.
PRB1416258
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