Users with fulfiller Roles are not accurate

[Ken61]

Hello all,

I need to generate a reports that displays users with the following fulfiller roles. This needs to be monitor so we are in compliance.

contract_manager
asset
change_manager
sn_change_cab.cab_manager
sn_chg_soc.change_soc_admin
incident_manager
itil_admin
problem_admin
problem_coordinator
problem_manager
problem_task_analyst
catalog_item_designer
itil

The reports was ran on sys_user table but when I ran the same report on sys_user_has_role table with the same condition for all the roles it is not giving me the same count.

Sys_user table gave me a less (1,796) count than sys_user_has_role table (2,169). Here is my questions;

Why do I have the discrepancy?

Which table do I need to use to get the accurate number of users with those roles?

Your timely help will be really appreciated.

[Marc d_Apice · Accepted solution]

Hi Ken,

Given your example above, the sys_user table count is the accurate one.

The Roles record every time a user has a role, either by that role being applied (directly or by group) OR inherited. eg:

• User A is in an "Incident Assignment" group that has the itil role applied (itil role count = 1)
• User A is ALSO in "Change Manager" group that has the itil role applied (itil role count = 1)

The sys_user table report will tell you that the user is in the itil role (role count = 1)

The sys_user_has_role table will tell you that the user has the role applied twice (role count = 2)

Someone who knows the licencing model better will have to correct me on this one, but I am fairly sure that user A will only be consuming 1 itil licence under that example.

If you are trying to monitor compliance it may be a better idea to use Subscription Management withing ServiceNOW, that should bring in all your licence data from ServiceNOW and reconcile your current usage. I experienced a minor glitch under New York, but am no aware of any issues since.

Subscription Management (servicenow.com)

[hassan raza]

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