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

Smith Johnson · ‎10-01-2024

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.

Kieran Anson · ‎10-01-2024

You need to allocate users to the subscription. ServiceNow won't automatically do this.

The best way to do this is to provide access to a group, and then under the "subscribed groups" related list, add in the group. Personally I do this by having a sys_user_group with a type of 'security' and only allow itil to be granted via it, rather than adding itil to a resolver group

View solution in original post

garyk1 · Wednesday

Thank you Mardi

Mardi · Wednesday

Hi Gary , you are welcome. A quick recent update, as ServiceNow has recently made changes to their Subscription Management app. As of Zurich patch 6 (this is what i noticed) , any subscription which is Per-User (ITSM/Business Approver/SPM/CSM etc) etc usage will not show any more under subscription management even if you add the groups, check out this KB2706635.

Mardi · ‎04-09-2025

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.