question Re: need to fetch removed users list from itil role in Virtual Agent forum

need to fetch removed users list from itil role

Purushotham Ga2 — Wed, 25 Mar 2026 13:46:25 GMT

HI Experts,

How to create a report showing users with ITIL since 2025, as well as users who had ITIL roles removed.

Please assist me on this.

Re: need to fetch removed users list from itil role

Huynh Loc — Wed, 25 Mar 2026 14:04:26 GMT

Hi @Purushotham Ga2 ,

Users who have ITIL since 2025 (currently assigned)

Create a report on sys_user_has_roletable with:
Role = itil

Created on ≥ 01‑Jan‑2025

If this response was helpful, please consider marking it as Correct and Helpful. You may mark more than one reply as an accepted solution

Re: need to fetch removed users list from itil role

Tanushree Maiti — Wed, 25 Mar 2026 14:06:51 GMT

Refer: https://www.servicenow.com/community/platform-analytics-forum/is-there-a-way-to-report-on-users-who-have-had-the-itil-license/m-p/2929736#:~:text=2%20REPLIES,search%20within%20the%20payload%20field.

Re: need to fetch removed users list from itil role

Purushotham Ga2 — Wed, 25 Mar 2026 21:00:08 GMT

Hi @Tanushree Maiti ,

Thanks for your assistance.

whatever the above query is working . here we need fetch username.

please assist me on this.

Re: need to fetch removed users list from itil role

fknell — Wed, 25 Mar 2026 21:43:05 GMT

It's the first column in the default view of the table.

Re: need to fetch removed users list from itil role

Purushotham Ga2 — Thu, 26 Mar 2026 05:59:11 GMT

Hi @fknell ,

Thanks for the reply

the above query is working but here i need user name suppose to be fetch from list view.

pls assist me on this

Re: need to fetch removed users list from itil role

Vaishnavi Lathk — Thu, 26 Mar 2026 06:13:25 GMT

Hi Purushotham,

You can get this information by using the User Has Role (sys_user_has_role) table along with the Audit (sys_audit) table.

For users who currently have the ITIL role since 2025, you can create a report on User Has Role with conditions like Role = ITIL and Created on after 01 Jan 2025. This will show users who were assigned the ITIL role from 2025 onwards.

For users whose ITIL role was removed, you need to check the Audit table, because when a role is removed, the record is deleted from sys_user_has_role and only the audit/history keeps the track. Create a report on the Audit table with conditions such as Table name = sys_user_has_role, Old value = ITIL, and Created on after 01 Jan 2025. This will show who had the ITIL role and when it was removed.

One important thing to verify is whether auditing is enabled on the sys_user_has_role table. If auditing is not enabled, then past removed roles will not be available. In that case, you may need to check sys_history_line or enable auditing going forward.

A practical approach is to create two reports (ITIL assigned and ITIL removed) and place them on a dashboard so you can track both easily.

Hope this helps. Let me know if you want a background script to fetch both assigned and removed users in a single list.

Re: need to fetch removed users list from itil role

Purushotham Ga2 — Thu, 02 Apr 2026 15:23:48 GMT

Hi Vaishnavi,

please share background script for this.

Thank you