User Licenses bifurcation

[Pramod Danu1]

Hi All,

In the "Subscription Overview" dashboard, i can see the count of "IT Service Management Standard - Unrestricted User" is 1000.

I checked that, this is the count of active users in "sys_user" table. I want to know the bifurcation of "fulfiller" and "end_users" users in the instance. Can anybody help to get this count?

Thanks in advance...

[Maik Skoddow]

Hi

yes, please take care of your subscriptions, as you can see in your instance are more licenses allocated than purchased.

But I'm sure, that not all of your users are fulfillers and thus have to consume a license. Users which only request something in the Service Catalog or read Knowledge Articles are just "requestors" and thus will not consume a license.

And do not worry, subscription management is not rocket science and the following article should help you to manage the subscriptions: https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0993966

Kind regards
Maik

[Maik Skoddow]

Hi @Pramod Danu 

In case you think I was able to answer your question, I would be happy if you mark the appropriate response as "correct" so that the question will appear as resolved for other users who may have a similar question in the future.

If not, please tell me what you are still missing!

Many thanks & kind regards
Maik

[Pramod Danu1]

Hi Maik,

Yes, we have not assigned the fullfiller role to all of the users. Here we have the unrestricted user license count, but we don't know the number of users to whom we can give the fulfiller role. Like, we have the unrestricted users count is 1000. So can we give the fulfiller role to all of the 1000 users?

[Igor Kozlov]

Hi,

Short answer

There are roles that can be considered ServiceNow as fulfiller/custom itil even you don't think they are. Best way to detect concrete role it to required detailed licence consuption report and have a call with servicenow license expert.

More detials

You can also try define roles yourself and do some kind of cleanup.

Here the few statements that can help you:

ServiceNow can cosider any of you custom table as a "task" table

fulfiller/custom itil is someone how can see any "task".

Role allow user to see "task" the user is not a part of (custmoer field, watchlist, etc)

So you need to make sure such "tasks" are hidden from user or access is limited

Possible approaches here:

- Use ACL or Business Rule to limit user access to "task" they can see. You can find OOB examples of ACL for sc_req_item or incident table. Business rule example for approval table

- Use &sysparm_fixed_query= to limit menu item from showing "tasks" to the user.

ServiceNow approach to check concrete role for "is custom itil":

- Find a user with that only role they want to check

- Impersonate user

- Click though Platfom Navigation to check is there any of navigation item allow user to all the "tasks"

If navigation item is limited either by ACL/Rule or by &sysparm_fixed_query= to only show subset of all "taks" - that menu item looks ok. If user can see on "tasks" - role is consider fulfiller

You can also find out some of your roles are considered to be BusinessStakeholder - those are users that have to fullfiller roles, but done an approval

Licenes calculations are done over active user record that have Last login time set to last 365 days