Need help on pulling a report of users when they last used Servicneow itil

[shaik_irfan]

Hi,

We have a request to pull a report of itil users, we exceeded with the limit of license we have, so we need to monitor it thoroughly and remove itil licenses.

1) We pull a report of users who never logged in servicenow

2) We pull a report of user who did not logged servicenow past 1 month

But my client would like dig deeper on this, 

1) My client wanted to see ITIL Licensed Users broken down by number of days since they last "used" their license?

2) ITIL Licensed Users broken down by any other objective, measurable metric that can be use to round up and remove licenses

[shaik_irfan]

HI @Iain Stokoe 

Thank you for the explanation. I did suggested your points to my client and they are really interested with this approach.

Can you please explain abit more on 1 and 2 points. 

How to mark any user as fulfilled or viewed or approved ? Do we have any such User audit where we can see what action did the user has done ?  Where can i see the metric count of the user record ? Can you please help me more about this ?

[shaik_irfan]

Hi @Iain Stokoe 

Can you please help me on the approach you suggested ?

How to mark users  as a fulfiller, a viewer, an approver or neither together with the last time they fulfilled, viewed or approved anything. 

Do you have any plugins required to get this work ?

[shaik_irfan]

Hi @Iain Stokoe 

Thank you for the information, Even when you profile like on the user record have a field to decide the ITIL User with choices like Fulfiller, Viewer or little activity. Then how still you divide these options on what basis?

We basically wanted to divide users based on Assigned to, work notes update, Comments update. Do you have any idea how to pull a count of how many times users assigned to, count of how many times user update the work notes or comments

So we can identify who is actual fulfill user

[Eeson]

If you could check out the reply to Jiri posted just now, it will save me typing 🙂

Once you have a profile of the user on which parts of the platform they are using, by view or fulfilment and a metric count associated you can then make a case for offboarding.

For example, a report viewer who views a report twice in 90 days can be supplied with a scheduled report instead and a licence harvested.

So, yes. Reporting as it stands gets you the easy part.
All ITIL users who have not logged in within the last 90 days.

Reporting will not get you how the ITIL user is using their licence.

We looked at a careful lightweight aggregate job that would count selected events from the event log and update a count table. It would only count the delta on a daily basis an only for the users in scope.

These events have the segregation between view and fulfilment.

Good luck!

[shaik_irfan]

@Adam Stout 

Can you please help me on this