ServiceNow licensing / usage reports

[Alex Macdonel]

I'm looking at how my users work in SN to ensure we have enough licenses or that we don't go above our contracted number and in some cases it's easy to find users with a role that are not acting as fulfillers (the application or table I built for them hasn't been used in 9 months!) but other times it's not so obvious and I'd like to have a way - preferably a report - to show that a particular user doesn't need a license because they are not working tickets.

Any suggestions on how to keep track of SN users and if they are working as fulfillers? What have you done?

[SanjivMeher]

You can do following checks

Run a report on sys_user_has_role table to identify users with itil role and are inactive

Run a report on Groups which are inactive, but have an itil role associated to it and members are part of it

Run a report on sys_user_has_role table to identify users with itil role and are not inherited from a Group.

this is what I do.

[Alex Macdonel]

Hi Sanjiv,

I've done all that, but these types of reports don't show people who are not actively working tickets...

Let me explain. I created an application for a non IS group a couple of years ago, this application has a role associated to it and was given to a number of users. If I run the reports you suggest I would 10 active users in the last 60 days... a number I have no problem with.

I decided to check the activity in the application and I saw that its main table had not been updated for in 9 months... So... what are these 10 users doing? Are they logging in just to see the data in their table? They don't need a fulfiller license for that, and if they're not looking at their data, what else can they be doing? probably putting requests in our Service Portal or completing surveys.

These are the types of users I want to identify...

Thanks!

Alex

[Dr Atul G- LNG]

Hi @Alex Macdonel 

Did you find any solution for this?

[darius_koohmare]

There is a report that should be in your instance titled "role allocation".

You can dotwalk and add to this report 'last login' field to sort by last login.

After you get your list of suspects, the easiest way to spot a fulfiller is if they do activity on task records, so you can:

1. go to task.list and search updated by for the user.

2. go to the sys audit tables and check for update by the user.

Multiple dataset   / database views can show data from multiple tables