Hello,
Sorry, without a screenshot or a bit more information, I'm slightly confused.
If within subscription management in your Production environment (where it matters), you're saying you have a line item showing...for a custom role you made?
If you click the line item, does it show something long these lines with a purchased and allocated field with data?
Please give more information.
Normally, ServiceNow themselves, from a billing perspective, would be the ones who control what line items show within the subscription management application, so you may need to reach out to them. I'm unsure if this started to appear because you were audited and those roles were found to essentially be equivalent to a role that requires subscription/payment, or what you may be talking about.
You may need to speak to your SN Account Executive.
Please mark reply as Helpful/Correct, if applicable. Thanks!
We upgraded to Quebec on Friday and this is when the problem emerged. Previously we had user sets assigned to each of our licenses that tracked how many of our licenses were being used. After the upgrade we had to create groups to replace the old user sets. We did this, but some people are being added that are not in the groups. In the picture below, the first user is currently shown as a subscribed user. He is in one of the groups that uses this license. The others are not. The second user has a different license that gives him all the applications he needs, so I don't know why he shows up under both that license and this one. The third user correctly shows here (I need to get her in a group that uses this license). The fourth and fifth users should not be here at all. The non_requesters role hides widgets from them on the portal and puts them in a Not Available For list for certain catalog items. This shouldn't use a subscription at all. You can see that the Created field shows as yesterday. This is the last time I hit "Update Allocation Totals" in the Subscription Overview dashboard. These users showed on the list before that, but I used the UI action and it appears to have cleared the old records and then created new records for these users.
Hi,
Can you navigate to this role in your instance and check the "Requires Subscription" select-box. Is this set to "Yes" by chance?
if so, you can change that.
Please mark reply as Helpful/Correct, if applicable. Thanks!
