---
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


---

# Skill inputs and triggers for ServiceNow Otto for Software Asset Management (SAM)

# Skill inputs and triggers for 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) 11 minutes to read

Get a quick overview of the skill inputs and triggers for ServiceNow Otto for Software Asset Management (SAM). By configuring the inputs or triggers for a skill, you can determine how and when a skill is used.
Depending on the selected skill, you can configure the inputs or triggers. These settings determine how and when a skill is used. An input identifies the data that is used for a skill, such as the table and fields that are used to
generate a publisher summary. A trigger initiates an action, such as when the system generates a publisher summary.

## Publisher compliance summarization skill {#now-assist-sam-skills-inputs__section_qh3_wzf_pdc}

For the publisher compliance summarization skill, select the triggers that determine when a publisher compliance summary is generated. You can also select the properties that control how a publisher compliance summary is displayed.
To display the publisher compliance summary, you need to select the Display toggle button on the Choose where to display page while configuring ServiceNow Otto for SAM. For details on the Display toggle button, see [Configuring ServiceNow Otto for Software Asset Management (SAM) skills](https://servicenow-prod.fluidtopics.net/2uxjacOfJ3tB233bMXyfBA "If you have the admin role, you can configure the ServiceNow Otto for Software Asset Management (SAM) application to use generative AI skills in the Software Asset Workspace.").  
The following table lists the triggers that determine when a publisher compliance summary is generated and how a publisher compliance summary is displayed.{#now-assist-sam-skills-inputs__table_o21_trn_pdc__entry__2}

| Trigger | Description |
|-|-|
| User triggered | Publisher compliance summary that is generated when the agent manually triggers the skill by selecting Summarize in the Publisher details page. |
[Table 1. Triggers for the publisher compliance summarization skill]

{#now-assist-sam-skills-inputs__table_o21_trn_pdc}  
The following table lists the inputs for the publisher compliance summarization skill.{#now-assist-sam-skills-inputs__table_jrm_ysn_pdc__entry__2}

| Input | Description |
|-|-|
| Reconciliation results | Compliance status of the software products with regards to the discovery and entitlements. |
| Software Lifecycle Report \[sam_sw_product_lifecycle_report\] | Product life-cycle details for all the software products that are installed in your environment. |
| Dashboards | Dashboards include Discovered inventory, Normalization and content, and Health check. |
[Table 2. Inputs for the publisher compliance summarization skill]

{#now-assist-sam-skills-inputs__table_jrm_ysn_pdc}

The Publisher compliance summarization skill is available by default in the Australia release. No additional plugin or store app activation is required.

## Product compliance summarization skill {#now-assist-sam-skills-inputs__section_xrz_ftk_y2c}

For the product compliance summarization skill, select the triggers that determine when a product compliance summary is generated. You can also select the properties that control how a product compliance summary is displayed. To
display the product compliance summary, you need to select the Display toggle button on the Choose where to display page while configuring ServiceNow Otto for SAM. For details on the Display toggle button, see [Configuring ServiceNow Otto for Software Asset Management (SAM) skills](https://servicenow-prod.fluidtopics.net/2uxjacOfJ3tB233bMXyfBA "If you have the admin role, you can configure the ServiceNow Otto for Software Asset Management (SAM) application to use generative AI skills in the Software Asset Workspace.").  
The following table lists the triggers that determine when a product compliance summary is generated and how a product compliance summary is displayed.{#now-assist-sam-skills-inputs__table_uwh_rtk_y2c__entry__2}

| Trigger | Description |
|-|-|
| User triggered | Product compliance summary is generated when the agent manually triggers the skill by selecting Summarize in the Publisher details page. |
[Table 3. Triggers for product compliance summarization skill]

{#now-assist-sam-skills-inputs__table_uwh_rtk_y2c}  
The following table lists the inputs for the product compliance summarization skill.{#now-assist-sam-skills-inputs__table_dg5_c5k_y2c__entry__2}

| Input | Description |
|-|-|
| Reconciliation results | Compliance status of the software products with regards to the discovery and entitlements. |
| Software Lifecycle Report \[sam_sw_product_lifecycle_report\] | Contains product life-cycle details for all the software products that are installed in your environment. |
| Dashboards | Dashboards include Discovered inventory, Normalization and content, Health check, and Optimization and Savings dashboard. |
| SAP related tables | The SAP related tables include: * SAP Document Type \[samp_sap_document_type\] * SAP Digital Access Usage \[samp_sap_digital_access_usage\] * SAP Engine Usage \[samp_sap_sw_client_access\] * SAP System User \[samp_sap_system_user\] {#now-assist-sam-skills-inputs__ul_bpz_m5k_y2c} |
| Software Subscription \[samp_sw_subscription\] table | Contains information pertaining to user software subscriptions. |
| Purchased Subscription Details \[samp_purchased_subscription_details\] | Contains the information pulled from the Microsoft Azure portal related to subscriptions purchased and assigned for Microsoft 365. |
| Software Installation table \[cmdb_sam_sw_install\] | Contains information on all software installed in your environment. |
[Table 4. Inputs for the product compliance summarization skill]

{#now-assist-sam-skills-inputs__table_dg5_c5k_y2c}

The Product compliance summarization skill is available by default in the Australia release. No additional plugin or store app activation is required.

## Recommended actions skill {#now-assist-sam-skills-inputs__section_ipm_1yk_y2c}

For the recommended actions skill, select the triggers that determine when a list of recommended actions is generated. You can also select the properties that control how recommended actions is displayed. To display recommended
actions, you need to select the Display toggle button on the Choose where to display page while configuring ServiceNow Otto for SAM. For details on the Display toggle button, see [Configuring ServiceNow Otto for Software Asset Management (SAM) skills](https://servicenow-prod.fluidtopics.net/2uxjacOfJ3tB233bMXyfBA "If you have the admin role, you can configure the ServiceNow Otto for Software Asset Management (SAM) application to use generative AI skills in the Software Asset Workspace.").  
The following table lists the triggers that determine when recommended actions are generated and how the list of recommended actions is displayed.{#now-assist-sam-skills-inputs__table_pfz_rtm_y2c__entry__2}

| Trigger | Description |
|-|-|
| User triggered | Recommended actions is generated when the user manually triggers the skill by selecting either of the two options in the Publisher details page: * Get recommendations icon on Recommended actions sidebar and then select Get recommendations. * Summarize button for a product. When you select Summarize, both the product summary along recommended actions gets generated. {#now-assist-sam-skills-inputs__ul_q25_zzy_y2c} |
[Table 5. Triggers for recommended actions skill]

{#now-assist-sam-skills-inputs__table_pfz_rtm_y2c}  
The following table lists the inputs for the recommended actions skill.{#now-assist-sam-skills-inputs__table_wzh_45m_y2c__entry__2}

| Inputs | Source |
|-|-|
| Configuration inputs ||
| Health check issues | Scan Findings \[Scan_finding\] |
| Installs requiring actions | Installs Unlicensed Reasons \[samp_install_unlicensed_reason\] |
| Normalization Rate | Software Discovery Models \[cmdb_sam_sw_discovery_model\] |
| Normalization suggestions | Normalization Suggestions \[samp_normalization_suggestion\] |
| Maintenance inputs ||
| Remediation options | Remediation Options \[samp_remediation_option\] |
| End of Life | Software Lifecycle Report \[sam_sw_product_lifecycle_report\] |
| Missing end of life dates | Software Lifecycle Report \[sam_sw_product_lifecycle_report\] |
| Expiring entitlements | Software Entitlements \[alm_license\] |
| Optimization inputs ||
| Removal candidates | Removal Candidates \[samp_sw_reclamation_candidate\] |
| Optimization (Microsoft): * Inactive subscriptions * Unassigned subscriptions * Licensing optimizations {#now-assist-sam-skills-inputs__ul_zbf_nn1_z2c} | Software Subscriptions \[samp_sw_subscription\] Purchased Subscription Details \[samp_purchased_subscription_details\] Microsoft Core License Optimization Reports \[samp_ms_optimization_report\] |
| Optimization (Adobe): * Inactive users * Unresolved subscriptions {#now-assist-sam-skills-inputs__ul_v4k_dfx_z2c} | Software Subscriptions \[samp_sw_subscription\] |
| Optimization (Red Hat): Licensing optimizations | Potential savings by optimizing licenses \[samp_license_optimization_summary\] |
| Optimization (SAP): * Inactive users * Named user assignment * Locked out user * Licensed non-dialog users * Role based license optimization * Transaction based license optimization * Unused engines {#now-assist-sam-skills-inputs__ul_rj4_4fx_z2c} | SAP System Users \[samp_sap_system_user\] License Metric Results \[samp_license_metric_result\] Removal Candidates \[samp_sw_reclamation_candidate\] |
[Table 6. Inputs for the recommended actions skill]

{#now-assist-sam-skills-inputs__table_wzh_45m_y2c}

The Recommended actions skill is available by default in the Australia release. No additional plugin or store app activation is required.

## SaaS user resolution skill {#now-assist-sam-skills-inputs__section_fk3_tfp_bhc}

The following table lists the trigger for the SaaS user resolution skill.{#now-assist-sam-skills-inputs__table_vjv_3gn_dhc__entry__2}

| Trigger | Description |
|-|-|
| Auto triggered | User resolution rules are automatically generated upon the activation of the SaaS user resolution skill. |
[Table 7. Triggers for recommended actions skill]

{#now-assist-sam-skills-inputs__table_vjv_3gn_dhc}  
The following table lists the inputs for the SaaS user resolution skill.{#now-assist-sam-skills-inputs__table_dkb_r3n_dhc__entry__2}

| Input | Description |
|-|-|
| List of fields with the String and Email type. | User \[sys_user\] |
[Table 8. Inputs for the SaaS user resolution skill]

{#now-assist-sam-skills-inputs__table_dkb_r3n_dhc}  
The following table lists the plugin and store app dependencies for the SaaS user resolution skill in the Australia release.{#now-assist-sam-skills-inputs__table_saas_user_res_plugins__entry__3}

| Release | Plugin | Store App with Version |
|-|-|-|
| Australia | Software Asset Management Professional \[com.snc.samp\] | * ServiceNow Otto for Software Asset Management (SAM) \[sn_now_assist_sam\] - 6.1.1 * Software asset workspace \[sn_sam_workspace\] - 11.0.0 * Software Asset Management - SaaS License Management \[sn_sam_saas_int\] - 17.0.5 |
[Table 9. Plugin and store app dependencies for the SaaS user resolution skill]

{#now-assist-sam-skills-inputs__table_saas_user_res_plugins}

## Contract entitlement data extraction skill {#now-assist-sam-skills-inputs__section_arh_b2r_chc}

{#now-assist-sam-skills-inputs__table_r52_v2r_2hc__entry__2}

| Trigger | Description |
|-|-|
| User triggered | An entitlement is automatically generated from a contract when the user manually triggers the skill by selecting Import contract document in the software contract page. |
[Table 10. Triggers for contract entitlement data extraction skill]

{#now-assist-sam-skills-inputs__table_r52_v2r_2hc}  
The following table lists the inputs for the Contract entitlement data extraction skill.{#now-assist-sam-skills-inputs__table_qvg_3v4_ghc__entry__2}

| Input | Description |
|-|-|
| The contract document | The contract document that the user uploads that is used for extracting the entitlement information. |
[Table 11. Input for the Contract entitlement data extraction skill]

{#now-assist-sam-skills-inputs__table_qvg_3v4_ghc}  
The following table lists the plugin and store app dependencies for the Contract entitlement data extraction skill in the Australia release.{#now-assist-sam-skills-inputs__table_contract_ent_plugins__entry__3}

| Release | Plugin | Store App with Version |
|-|-|-|
| Australia Patch 1 | Software Asset Management Professional \[com.snc.samp\] | * ServiceNow Otto for Software Asset Management (SAM) \[sn_now_assist_sam\] - 7.0.0 * Software asset workspace \[sn_sam_workspace\] - 11.0.3 |
[Table 12. Plugin and store app dependencies for the Contract entitlement data extraction skill]

{#now-assist-sam-skills-inputs__table_contract_ent_plugins}

## Error log summarization skill {#now-assist-sam-skills-inputs__section_err_log_sum_skill}

The Error log summarization skill transforms raw and cluttered application logs into clean, structured error summaries through systematic analysis. The skill identifies error patterns and classifies failure types such as API, code, infrastructure, database, and configuration. It traces root causes through stack traces and extracts key technical details while filtering out irrelevant log information. This skill also processes complex log traces that contain multiple errors, timeouts, exceptions, and system failures. It provides concise, actionable error summaries that enable faster debugging and issue resolution. The skill handles various log formats and error patterns across different technology stacks, making it essential while dealing with production incidents.  
The following table lists the trigger for the Error log summarization skill.{#now-assist-sam-skills-inputs__table_err_log_sum_trig__entry__2}

| Trigger | Description |
|-|-|
| User triggered | Error log summary is generated when the user manually triggers the skill by selecting Troubleshoot on the SaaS integration profile page. |
[Table 13. Triggers for the Error log summarization skill]

{#now-assist-sam-skills-inputs__table_err_log_sum_trig}  
The following table lists the inputs for the Error log summarization skill.{#now-assist-sam-skills-inputs__table_err_log_sum_inp__entry__2}

| Input | Description |
|-|-|
| Outbound HTTP Logs \[sys_outbound_http_log\] | 4xx and 5xx outbound request and response details, scoped by hostname, job sys_id, and time window. |
| Flow Execution Context \[sys_flow_context\] | Most recent errored flow or subflow execution context for the failing job or validate-connection action. |
| Action Type Definition \[sys_hub_action_type_definition\] | Resolves the internal name and scope of the action into the flow source sys_id that is used for context lookup. |
| Integration Profile \[samp_sw_subscription_profile\] | Profile metadata and custom properties such as action name, scope, validate timestamps, and troubleshooting parameters that scope the log queries. |
| Step-Level Execution Reports | Per-step inputs, outputs, and error details that are fetched through FlowExecutionSummaryUtil for the errored context. |
[Table 14. Inputs for the Error log summarization skill]

{#now-assist-sam-skills-inputs__table_err_log_sum_inp}  
The following table lists the plugin and store app dependencies for the Error log summarization skill in the Australia release.{#now-assist-sam-skills-inputs__table_err_log_sum_plugins__entry__3}

| Release | Plugin | Store App with Version |
|-|-|-|
| Australia Patch 1 | Software Asset Management Professional \[com.snc.samp\] | * Software Asset Management - SaaS License Management \[sn_sam_saas_int\] - 17.2.0 * ServiceNow Otto for Software Asset Management (SAM) \[sn_now_assist_sam\] - 7.0.0 * Software asset workspace \[sn_sam_workspace\] - 11.0.4 |
[Table 15. Plugin and store app dependencies for the Error log summarization skill]

{#now-assist-sam-skills-inputs__table_err_log_sum_plugins}

## Error resolution recommendation skill {#now-assist-sam-skills-inputs__section_err_res_rec_skill}

The Error resolution recommendation skill synthesizes the error summary that is produced by the Error log summarization skill with available knowledge resources to generate prioritized, step-by-step resolution guidance. The skill
correlates identified errors with knowledge base articles, historical solutions, support cases, and web search results to recommend the most effective troubleshooting approach. The skill consolidates information from multiple
sources, removes redundant steps, and sequences actions from quick fixes to comprehensive solutions based on failure type, system impact, and resolution probability.  
The following table lists the trigger for the Error resolution recommendation skill.{#now-assist-sam-skills-inputs__table_err_res_rec_trig__entry__2}

| Trigger | Description |
|-|-|
| Auto triggered | Resolution recommendations are automatically generated after the Error log summarization skill produces an error summary. |
[Table 16. Triggers for the Error resolution recommendation skill]

{#now-assist-sam-skills-inputs__table_err_res_rec_trig}  
The following table lists the inputs for the Error resolution recommendation skill.{#now-assist-sam-skills-inputs__table_err_res_rec_inp__entry__2}

| Input | Description |
|-|-|
| Error summary | Consolidated error signature such as status codes, messages, failing action, and profile context that is produced by the Error log summarization skill. |
| Web search results | External guidance, vendor documentation, and API deprecation or known-issue references that are matched to the error signature. |
[Table 17. Inputs for the Error resolution recommendation skill]

{#now-assist-sam-skills-inputs__table_err_res_rec_inp}  
The following table lists the plugin and store app dependencies for the Error resolution recommendation skill in the Australia release.{#now-assist-sam-skills-inputs__table_err_res_rec_plugins__entry__3}

| Release | Plugin | Store App with Version |
|-|-|-|
| Australia Patch 1 | Software Asset Management Professional \[com.snc.samp\] | * Software Asset Management - SaaS License Management \[sn_sam_saas_int\] - 17.2.0 * ServiceNow Otto for Software Asset Management (SAM) \[sn_now_assist_sam\] - 7.0.0 * Software asset workspace \[sn_sam_workspace\] - 11.0.4 |
[Table 18. Plugin and store app dependencies for the Error resolution recommendation skill]

{#now-assist-sam-skills-inputs__table_err_res_rec_plugins}

## Software normalization skill {#now-assist-sam-skills-inputs__section_fg5_4gm_njc}

The Software normalization skill helps you identify standardized publisher and product value from your discovered software data. This skill uses large language model (LLM)-driven knowledge to standardize raw, incomplete, or
unrecognized publisher and product values submitted during entitlement import.

The following table lists the trigger for the Software normalization skill.  
{#now-assist-sam-skills-inputs__table_bs5_xgm_njc__entry__2}

| Trigger | Description |
|-|-|
| Standard Excel import Note: Triggers only when the source entitlement import Excel file contains an unresolved error for a Publisher or Product value and the standard content match process has failed to resolve it. | The Product and Publisher data in the source Excel file don't match the Content Library data. |
[Table 19. Triggers for the Software normalization skill]

{#now-assist-sam-skills-inputs__table_bs5_xgm_njc}

The following table lists the inputs for the Software normalization skill.  
{#now-assist-sam-skills-inputs__table_qxr_23m_njc__entry__2}

| Input | Description |
|-|-|
| Raw Publisher and Product value from source Excel file | Publisher and Product value given in standard Excel that are unresolved through standard Content Library match. |
[Table 20. Inputs for the Software normalization skill]

{#now-assist-sam-skills-inputs__table_qxr_23m_njc}  
The following table lists the plugin and store app dependencies for the Software normalization skill in the Australia release.{#now-assist-sam-skills-inputs__table_sw_norm_plugins__entry__3}

| Release | Plugin | Store App with Version |
|-|-|-|
| Australia Patch 3 | Software Asset Management Professional \[com.snc.samp\] | * ServiceNow Otto for Software Asset Management (SAM) \[sn_now_assist_sam\] - 8.0.1 * Software asset workspace \[sn_sam_workspace\] - 11.0.9 |
[Table 21. Plugin and store app dependencies for the Software normalization skill]

{#now-assist-sam-skills-inputs__table_sw_norm_plugins}

## Product match reviewer skill {#now-assist-sam-skills-inputs__section_js4_p3m_njc}

The Product match reviewer skill is triggered after the Software normalization skill only when the Software normalization skill can't find the correct product match. The Product match reviewer skill helps you confirm the correct
product by analyzing search results and matching them to a predicted product name.

The following table lists the trigger for the Product match reviewer skill.  
{#now-assist-sam-skills-inputs__table_ks4_p3m_njc__entry__2}

| Trigger | Description |
|-|-|
| When normalization skill doesn't have right content match | The Product match reviewer skill performs an AI-powered search and selects the correct product match. If no reliable match is found, the skill returns an empty result. |
[Table 22. Triggers for the Product match reviewer skill]

{#now-assist-sam-skills-inputs__table_ks4_p3m_njc}

The following table lists the inputs for the Product match reviewer skill.  
{#now-assist-sam-skills-inputs__table_ls4_p3m_njc__entry__2}

| Input | Description |
|-|-|
| Multiple products predicted from AI-powered search | Confirmed product match from the AI-based content search result. |
[Table 23. Inputs for the Product match reviewer skill]

{#now-assist-sam-skills-inputs__table_ls4_p3m_njc}  
The following table lists the plugin and store app dependencies for the Product match reviewer skill in the Australia release.{#now-assist-sam-skills-inputs__table_prod_match_plugins__entry__3}

| Release | Plugin | Store App with Version |
|-|-|-|
| Australia Patch 3 | Software Asset Management Professional \[com.snc.samp\] | * ServiceNow Otto for Software Asset Management (SAM) \[sn_now_assist_sam\] - 8.0.1 * Software asset workspace \[sn_sam_workspace\] - 11.0.9 |
[Table 24. Plugin and store app dependencies for the Product match reviewer skill]

{#now-assist-sam-skills-inputs__table_prod_match_plugins}