---
sourceDocument: Australia Asset Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/it-asset-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Asset Management

ft:clusterId :

    - itam

bundleId :

    - itam

workflow :

    - Technology


---

# Automate user resolution for SaaS license management

# Automate user resolution for SaaS license management using ServiceNow Otto for Software Asset Management (SAM) {#ariaid-title1}

* Release version: Australia
* 
* Updated March 12, 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Automatically generate user resolution rules to ensure accurate mapping of incoming SaaS subscription data to SAM users.

## Before you begin

Role required: sam_integrator  
Important:  
This generative AI skill is turned on by default. The skill will be automatically available to appropriate role users for the application. For more information, see [AI agents, skills, and agentic workflows on by default](https://www.servicenow.com/docs/access?context=now-assist-skills-on-by-default&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US).  
Note:  
The Now LLM Service is no longer the default model provider for new or inactive AI assets. A third-party LLM is now selected by default, while existing configurations using the Now LLM Service continue unchanged. The Now LLM Service is still available for manual selection.

Starting with the Australia Patch 4 release, Azure OpenAI is the default model provider for the SaaS user resolution generative AI skill.

Ensure that you have the latest compatible versions of the Software Asset Management plugin and the Software Asset Management - SaaS License Management plugin.

After activation, the SaaS user resolution skill operates automatically generating user resolution rules and resolving users without any manual intervention. To view the resolved users and the corresponding user resolution
rules, perform the following steps.

## Procedure

1. Navigate to WorkspacesSoftware Asset Workspace.
2. Select the License operations view.
3. Select SaaS license managementUser subscription.  
   In the User subscription page, all the user names are automatically resolved.

4. Select SaaS license managementUser resolution rules to view the new user resolution rule that got created.
5. Open the user resolution rule to view additional details.  

   The AI indicator next to the Source field and the prepopulated value AI, signifies that the rule is automatically generated by the SaaS user resolution generative AI skill.

   For details on the rule, refer to the AI Activity log under Activity center that provides a detailed log of the steps involved in creating the rule. For details on all the fields, see [User resolution rule fields](https://servicenow-prod.fluidtopics.net/OQ~zikfJwKnExS3FW_oCrQ "Fields on the User Resolutions Rules page help you create a rule to map the User field in the Software Subscription [samp_sw_subscription] table to an associated user in the User [sys_user] table within the ServiceNow AI Platform.").

   You can also refer to the Activity center in the Software asset overview view for any new rules created. Additionally, if a rule isn't marked Active, it shows up as One marked inactive Review needed under the SaaS user resolution section. If you go back to the rule and mark it as Active, save the rule, return to the Software asset overview view, and reload the
   One marked inactive Review needed no longer appears.

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