Subscription management for ITSM pro: Unallocated subscriptions for users with itil role

[Smith Johnson]

Hi experts,

I have a question for subscription management.

We have a subscription for ITSM pro with 355 purchased subscriptions.

I see that one of the associated roles of the ITSM pro is "itil".

28 users have currently this role.

However, when I review the subscription management dashboard, I see that the subscribed users are 0.

Plus the following insight message for the 355 unallocated subscriptions.

Any ideas why the number of itil users is not reflected in the subscription management?
Why we see the message of unallocated subscriptions, even if people are actually working with incidents, etc.?

Thank you,
Smith.

[garyk1]

Thank you for your great comments and suggestions, Kieran.

[andysummers]

Hi Kieran - this is exactly what I have been doing but in Subscription Management  v2, some of the new security groups I have created which each have one of the ITSM related roles (like knowledge, incident_manager, change_manager  etc.) are not appearing in the group picker. Only the group I have created so far with the ITIL role is appearing, but I do have several other users that are not given that role but do have one of the other roles counted as a fulfiller. So I'm not sure why I can't also add these other groups to the subscription. 

I added the related list "Subscription Groups" to sys_user_group and I can then link a group to my ITSM Pro subscription, but ServiceNow doesn't add the users in that group to the Subscribed Users list when I do it this way. The only way I have found so far that ServiceNow will add people to the Subscribed Users list is if I allocate groups via the group picker in Subscription Management. So I'm now stuck trying to add the additional fulfillers. Any ideas why the groups do not appear? 

[Jessica_Lace]

I had difficulty adding the group with the group picker. Ultimately, I was able to add the group by navigating to the Subscription Groups table [group_has_subscription] and adding a  new record. 

After adding the subscription group I was able to see it in the list in Subscription Management. 

Any users you add to that group will show up as Subscribed Users - though that didn't happen until the next business day.

[garyk1]

On the Subscription dashboard, when I allocate groups that have been missed, will this have any impact other than for reporting?

[Mardi]

You will need a few things before you can actually allocate 

1. From subscription management , click on the subscription type , for example "ITSM", scroll down and copy out all the role, application and role type linked to ITSM.

2. Now go to sys_group_has_role and extract out all the groups and roles and then map all the roles to the groups extracted from the list from point 1. Please remember to note , ServiceNow will charge you based on the role type "Fulfiller" etc. So after mapping group to role , role type , application etc. You should have a very clear idea of which ones will are chargeable.

3. Extract out another report for sys_user_grmember, this will give you a list of users linked to the groups.

4. From these 3 reports you will understand who will is consuming an ITSM Fulfiller license and then you will also have the groups associated with the ITSM Fulfiller roles which you can then map to license management.
Hope this helps as i really struggled with this and was very confused.

Again just my thought , we should create unique groups with unique roles which are clearly defined and what access the group provides access to. Make this as the parent group and then you add the support group as a child of the group above. So this helps manage and control access to the roles via a unique group which again you can add to subscription management and allocate.