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!

[ajmalmuhamm · Accepted solution]

Hey @vjanaga1 ,

For this requirement, I would avoid trying to handle the logic entirely within a standard report on sys_user_has_role, because the same user can have multiple role records and you'll have to account for distinct users and the Fulfiller-over-Stakeholder precedence.

A better approach would be to create a Scripted Data Source or a dedicated reporting table that produces one record per active user with their final classification.

The logic would be:

If Active = true
    If user has any Fulfiller role
        Classification = Fulfiller
    Else if user has any Stakeholder role
        Classification = Stakeholder

This automatically handles users with multiple roles and ensures each user is counted only once.

You can then build your Dashboard/Data Visualizations against that dataset and simply count users by Classification.

If you're using Performance Analytics, a scripted indicator can also implement the logic, but for a license dashboard where you need the classification to be easily reported and reused, I would lean toward a Scripted Data Source/custom reporting table.

I would also recommend maintaining the lists of Fulfiller and Stakeholder roles in a configuration table rather than hard-coding role names in the script. That makes the solution easier to maintain when your licensing model changes.

A Database View can help with joining the tables, but by itself it doesn't solve the "Fulfiller takes precedence over Stakeholder" and distinct-user classification very cleanly.

[vjanaga1]

Hi Ajmal,

Thank you for the recommendation on the License Optimization Dashboard requirement.

I would like to proceed with the Scripted Data Source / dedicated reporting table approach you suggested. Could you please help me with the steps to create and configure the Scripted Data Source for this requirement?

In particular, I would appreciate your guidance on implementing the logic for:

• Counting each active user only once.
• Classifying users with any Fulfiller role as Fulfiller.
• Classifying users as Stakeholder only when they have no Fulfiller role.
• Maintaining the Fulfiller/Stakeholder role lists through a configuration table rather than hard-coding them.

Thanks in advance for your help!

Regards,
Venkatesh