Best Practice for Downgrading Inactive Users

Anupam1
Giga Guru

an hour ago

We have several inactive users (no login for 60+ days) who still hold ITIL/write roles. Many of these roles are inherited from groups.

Before downgrading them to Business Stakeholder, I want to confirm:

  • Does any write role (direct or inherited) automatically require an ITIL fulfiller license?

  • If a user inherits sn_change_write or itil from a group, is removing direct write roles insufficient to reduce license usage?

  • What is the best practice for handling groups that grant write roles to users who do not perform fulfiller activities?

Looking for guidance on the correct governance approach.

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2 REPLIES 2

AndersBGS
Tera Patron

47m ago

Hi @Anupam1 

 

Notice that write is requiring an ITIL role license. Business stakeholder is only read and approvals.

 

If my answer has helped with your question, please mark my answer as the accepted solution and give a thumbs up.

Best regards
Anders

Rising star 2024
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linkedIn: https://www.linkedin.com/in/andersskovbjerg/

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Anupam1
Giga Guru
In response to AndersBGS

42m ago

Thanks, Anders — that clarifies the license behavior for write vs read roles.

I have a follow‑up scenario: We are trying to downgrade users who haven’t logged in for 60+ days. Many of them are still active and continue to consume ITIL fulfiller licenses because they inherit ITIL/write roles from multiple groups (e.g., itil, sn_change_write).

Even after removing all direct write roles, the inherited roles still trigger a fulfiller license.

What is the recommended best practice for downgrading such users?

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