Issue with 'Subscription Overview' Dashboard
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01-18-2024 11:58 PM
Hi All,
In the 'subscription overview' dashboard, the ITSM fulfiller license is not showing the correct result.
It is showing all the users of the groups which are added in the subscription 'IT Service Management Professional - Fulfiller User' but as per the ServiceNow documentation, they do not consider the users who didn't logged in, in the last 1 year and user accounts for which web services access only is true. But the dashboard is not excluding those numbers.
The 'Update allocation tool' button on the dasboard is not considering those filter. Could anyone please guide where is those conditions defined so that we could modify that and reflect the correct number? Thanks
Mark this as Helpful / Accept the Solution if this helps.
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01-19-2024 02:26 AM
Which version are you on? They have been changing it over the last years, so it would be good to know what version you are on. And I know that it can vary, depending on the subscription model you are eligible for.
To know 100% sure you get the correct information, logging a ticket with NowSupport could be the best way, because then you get the answer from SN directly.
Please mark any helpful or correct solutions as such. That helps others find their solutions.
Mark
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01-19-2024 03:26 AM
Hi Mark, thanks for responding.
Our Instance is on the vancouver patch 2 HF 1a, I have attached a screenshot so that it would be clear what I am referring to.
The red highlighted filter is the ones which is showing on the top of dashboard but I want to show the exact number of users which ServiceNow also excludes as per their documentation so I have appied the yellow highlighted filter but obviously this filter is not added in script and updating the record on top of dashboard so there is a mismatch in the numbers.
Mark this as Helpful / Accept the Solution if this helps.
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01-19-2024 02:37 AM
Hi @SN_Learn
I agree with @Mark Manders if you are on latest version many new feature and enhancements has been done and also I heard the dashboard did not give exact count , so reach out to SN Support team.
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.
Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
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01-19-2024 03:55 AM - edited 01-19-2024 03:55 AM
Hi Atul, thanks for responding.
Our Instance is on the vancouver patch 2 HF 1a, I have attached a screenshot so that it would be clear what I am referring to.
The red highlighted filter is the ones which is showing on the top of dashboard but I want to show the exact number of users which ServiceNow also excludes as per their documentation so I have appied the yellow highlighted filter but obviously this filter is not added in script and updating the record on top of dashboard so there is a mismatch in the numbers.
Any guidance where we could make changes would be helpful so that we are aligned with SN. Thanks
Mark this as Helpful / Accept the Solution if this helps.
