Want to reclaim the ITSM subscription
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Tuesday
We are having a 44 unused ITSM subscription, we have removed the users from group and roles still we see the ITSM subscription to the particular users. is there any way that we can reclaim the subscription from the users.
Please help me out.
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Tuesday
Yes, this is pretty common thing 🙂
Removing users from groups alone won’t immediately free up ITSM subscriptions. In ServiceNow, license consumption is based on roles and user criteria, not just group membership.
A few things I say to double-check:
Make sure the users no longer have any ITSM-related roles (for example itil, itil_admin, or roles that inherit from them). Sometimes a role is inherited and easy to miss.
Check whether your ITSM subscription is driven by User Criteria. If the users still match that criteria (department, title, active=true, etc.), they’ll continue to consume a license even without groups.
After removing roles or updating criteria, you usually need to recalculate the subscription usage from the Subscription Management page. License counts don’t always update instantly.
In some cases, it can also take a bit of time for the scheduled license calculation to run, so there may be a short delay before the licenses are reclaimed.
Once the roles/criteria are fully cleared and the license usage is recalculated, those users should drop off the ITSM subscription list and the licenses will be available again.
If you need, let me know whether your ITSM licensing is role-based or user-criteria-based, and I can point you to the exact place to check in your instance.
@ReshmaBhanM - Please mark Accepted Solution and Thumbs Up if you find Helpful!!
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Tuesday
Thank you very much for the quick response. @Matthew_13
The ITSM licensing is group-based (Source = Group). Whenever a user is removed from the group, the subscription should also be removed. However, as mentioned in your post, there may be a delay in this process.
Out of curiosity, I would like to understand whether there is any scheduled job that triggers this action. I noticed that the ITSM subscription records appear to be processed by a job that runs on a monthly basis.
I would appreciate it if you could explain this in more detail, or I would be happy to connect with you over Zoom to resolve this issue.
Thank you for your support.
Thank you
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Tuesday
Calculation is not instant AFAIK. When did you deallocate licenses?
Accept the solution and mark as helpful if it does, to benefit future readers.
Regards,
Sumanth
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Tuesday
@ReshmaBhanM - I hope my explanation works for you.
Please mark Accepted Solution and Thumbs Up if you find Helpful!!
