How to reclaim users with ITSM subscription based on non-use (versus last login date)

[cynlink1]

Our goal is to be able to identify users who log into ServiceNow regularly as a requester or approver, but are not using of their assigned fulfiller roles to add, update, or delete records where they are not considered the owner. Once identified, we want to reclaim the user's ITSM subscription based on non-use.

Currently, we pull reports to:

1)  identify fulfiller users who have never logged into ServiceNow

2)  identify fulfiller users who have not logged into ServiceNow in the past 90 days

However, these reports do not help us identify the users who log in regularly, but aren't leveraging their assigned fulfiller roles. Ideally, we would like to generate a list all fulfiller users along with the last date/time they 'used' their subscription/license.  

If the specific requirement above is not possible, we would still love to hear about other creative ways folks are monitoring usage. 

Thanks in advance!

@Goran WitchDoc - Do you have any trickery up your sleeves to help me on this one? 🙂

[Maik Skoddow]

Hi 

to answer such a question you would a complete tracking of ALL activities for ALL users. This would fill your database dramatically fast without much added value for you.

Fortunately ServiceNow does something similar in the background but aggregates the data on a monthly base. These data can be found at table ua_app_usage

The only problem you always have - independent of the solution: if a user does nothing, nothing is tracked. The only chance to make these missing subscription usage data visible is using a respective database view as source for a report or implement a custom solution.

[scottliving]

Cynlink1 - Did you figure this out?  Did the table ua_app_usage get you closer?  We are going to run in to the same issue, and I'm sure there are other customers who have successfully solved this problem.