How to get the lists of users last login who interacted with ITSM page not Portal
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07-17-2023 09:18 PM
Hi Folks ,
I want the list of ITIL users last login , who interacted with ITSM homepage only, it means worked on tickets request/incident , visited ITSM incident/problem/changes etc. ,Not including the service portal interaction.
Can someone help me with this?
Thanks in Advance !
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07-17-2023 10:07 PM
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07-17-2023 10:14 PM
Hi, I suspect that there is no simple solution as your post indicates last login time, but only if the user undertakes work within the core platform.
What happens if a fulfiller\process user logs into the portal, messes round for 2 hours, then updates 1 record via the core platform?
Or if a fulfiller\process user logs in and does all of their work via a workspace or the cab workbench?
Assuming licensed fulfillers\processed workers all login to the instance to work,
then a report on sys_user table where Roles = xxx (perhaps snc_internal), would return the last login details for your workers, excluding self service users.
Can you explain the business drives and intentions behind this requirement? as I am not sure that it would deliver any consistent output or value.
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07-18-2023 01:04 AM
Hi Tony ,
Thanks for the response,
The purpose behind this requirement is when we got to know the list of users who are not using fulfiller usage/ITSM platform and haven't been visited from long time , We can cancel/stop their fulfiller license and their end user interaction/sc portal experience would be same.
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07-18-2023 01:41 AM
Hi, iuf you need to evaluate individual user activity within the platform, you can see their navigation behavior from Transactions (All users) but reporting on this would not be easy and it would be subject to interpretation.
The core issue sounds like users who don't need licenses are being given them without any business justification, and any review is going to require manual evaluation of individual user activity in order to identify if they are making effective use of any assigned license.
If your leadership team are looking to reduce license costs, first step would be to clearly identify who needs platform access and why.
- just because a user has access doesn't mean that they will actually update individual records.
