How to exclude Fulfiller users from Stakeholder count in License Optimization Dashboard?

[vjanaga1]

Hi Community,

We are working on a requirement for a ServiceNow License Optimization Dashboard where we need to calculate Fulfiller and Stakeholder users based on their assigned roles.

The business requirement is:

• Fulfiller: Active users who have at least one defined Fulfiller role.
• Stakeholder: Active users who have at least one defined Stakeholder role, excluding users who have any Fulfiller role.
• If a user has both Stakeholder and Fulfiller roles, the user must be counted only as Fulfiller.
• Each user should be counted only once, regardless of how many roles they have.

For example:

User Fulfiller Role Stakeholder Role Expected Classification

User A	No	Yes	Stakeholder
User B	Yes	No	Fulfiller
User C	Yes	Yes	Fulfiller only
User D	Multiple	Multiple	Fulfiller only

Our current data is based on sys_user_has_role, where a single user can have multiple role records. Therefore, we need to count distinct users (sys_user), rather than role records.

 

Question

What is the recommended ServiceNow approach to implement this logic in a License Optimization Dashboard?

Specifically, should we use:

1. A Report/Data Visualization with a scripted condition?
2. A Database View joining sys_user and sys_user_has_role?
3. A Scripted Data Source?
4. A Performance Analytics indicator?
5. Another OOB ServiceNow capability?

We would particularly like guidance on how to efficiently implement:

Stakeholder users = Active users with stakeholder roles – users who have any fulfiller role

while ensuring distinct user counting and avoiding duplicate counts caused by multiple role assignments.

Any recommendations, examples, or OOB approaches would be appreciated.

Thanks!