Automate user resolution for SaaS license management using ServiceNow Otto for Software Asset Management \(SAM\)

---
title: Automate user resolution for SaaS license management using ServiceNow Otto for Software Asset Management \(SAM\)
description: Automatically generate user resolution rules to ensure accurate mapping of incoming SaaS subscription data to SAM users.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/it-asset-management/software-asset-management/automate-userresolution-saas-now-assist-sam.html
release: brazil
product: Software Asset Management
classification: software-asset-management
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 2
breadcrumb: [Use generative AI skills, Using AI in Software Asset Management, Software Asset Management, IT Asset Management, Asset Management]
---

# Automate user resolution for SaaS license management using ServiceNow Otto for Software Asset Management \(SAM\)

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://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/intelligent-experiences/now-assist-skills-on-by-default.md).

**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 **Workspaces** > **Software Asset Workspace**.

2.  Select the License operations view.

3.  Select **SaaS license management** > **User subscription**.

    In the User subscription page, all the user names are automatically resolved.

    \[Omitted image "saas-user-subscription.png"\] Alt text: Saas user subscription

4.  Select **SaaS license management** > **User resolution rules** to view the new user resolution rule that got created.

5.  Open the user resolution rule to view additional details.

    \[Omitted image "user-resolution-details.png"\] Alt text: User resolution rule 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://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/it-asset-management/software-asset-management/user-resolution-rule-fields.md).

    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.


**Parent Topic:**[Using generative AI skills in ServiceNow Otto for Software Asset Management \(SAM\)](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/it-asset-management/software-asset-management/using-now-assist-sam.md)