How can we fix the Subscription Dashboard to show ITSM and SPM licences consumed?

[Marium_07]

Hi everyone,

We are currently on the Zurich release and looking at the Subscription Dashboard > Instance Entitlements tab.

We can see the purchased/licensed entitlements, but we don’t seem to see the actual licences consumed/used for ITSM and SPM.

Has anyone experienced this issue?

• Why does the Instance Entitlements tab only show the purchased licences and not the consumed licences?
• Is there a specific configuration, plugin, scheduled job, or licensing setup required for consumption data to be calculated and displayed?
• Is this expected behaviour in the Zurich release, or could this indicate a configuration/data issue?
• What is the recommended way to troubleshoot or fix this so we can see the ITSM and SPM licence consumption?

Any guidance or pointers to relevant documentation would be greatly appreciated.

[Kieran Anson]

Good day,

Have you run through the below to allocate users to a subscription?

https://www.servicenow.com/docs/r/platform-administration/managing-user-subscriptions-v2.html 

[Marium_07]

Hi @Kieran Anson ,

Thanks for your quick reply and for sharing the documentation.

However, on the Zurich Patch 12 instance, the Subscribed Groups and Subscribed Users configurations  are not available on the Subscription Dashboard.

[AndersBGS]

Hi @Marium_07 

Have you considered moving to the new version of subscription management: Subscription Management v2?

[Marium_07 · Accepted solution]

Hi all,

For anyone else trying to fix the licence consumption count like I was, I wanted to share an update.

I logged a case with ServiceNow Support, and they confirmed that this behaviour was intentionally introduced with Subscription Management v2 6.0.1 as part of a new zero-configuration model intended to simplify and improve the user experience.

According to ServiceNow Support, the allocation values that were previously displayed for per-user subscriptions did not necessarily represent the true entitlements. They were based on manually configured values, which could be inconsistent with the actual subscription data.

As a result, ServiceNow has temporarily hidden these values rather than continuing to display figures that could be misleading. They are working towards a more accurate and reliable model for displaying subscription information.

So, if you're on the Zurich release and wondering why the consumed/allocation counts are no longer showing under Instance Entitlements, it may not be a configuration issue on your side.

Hopefully this helps anyone else who runs into the same issue.