ITSM subscription does not show the count of allocated roles

[ShubhankarK9612]

Hi All,

The ISTM subscription entitlement does not show the amount of licenses/roles being used. Is there a way to configure or show the number. Please see the screenshot attached.

[Mark Manders]

That's correct. They changed that in one of the latest versions of the app. I already had less kind words with them about this, but because it can show wrong information if you didn't configure it correctly, they removed it from there. You can click on the entitlement and it takes you to an overview where you can still see it.

I know, it absolutely in no way makes any sense that they did this, but that's the cause.

PS Do know that it's your own responsibility to assign the correct groups to the entitlement to have the correct count.

[ShubhankarK9612]

Hey Mark,

On the entitlement page the number which gets displayed is correct? Because the report shared by service now shows the different number of roles than the entitlement page. Any clue on this ?

[Mark Manders]

You need to add the groups with the roles to the entitlement. This is not an automated calculation by ServiceNow. You need to define the groups that utilize the licenses and add them. That's also the reason that you need to make sure no users have roles assigned directly, since it runs on groups.

The report from ServiceNow is the real number. You can also use that to see what you are missing on your Subscription Management dashboard.