Approver licenses are added automatically to all ITIL users after an upgrade from Xanadu to Zurich.

[Shilpa451]

Hello folks!

We have recently upgraded to Zurich from Xanadu. However, approver roles are added automatically to all itil role users. Unable to remove the role from the user/group page. We could see Conditional Script Writer as a group added and it is giving actions here, I have made the active false as well but nothing changes. Could someone please help me on this priority. As approver license is cost consuming, stake holders are more concerned about it.

Thank you,

Shilpa B

[Ankur Bawiskar]

@Shilpa451 

if this started happening after upgrade then see any OOTB logic is adding this.

if you are not able to find then raise a case with ServiceNow.

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[Shilpa451]

Thanks for responding Ankur,

We have raised a case as well, however we didn't get any solution yet. Meanwhile, I have checked business rules as well if any to make it automatically but cant find anything. What else I can check for any script is doing this job?

[Dr Atul G- LNG]

Hi @Shilpa451 

I checked in my PDI but couldn’t reproduce this case. It might be due to an upgrade issue or a specific role, or perhaps some plugin that got activated. Raising a case is the best way to get a proper answer.