Best way to get an overview for license utilizations

[NicolasArr]

Hi Everyone,

I am looking for the best way to get an overview of license utilization for ITIL users.  Specifically, I want to track when a user last accessed the system or work on a ticket so we can identify and remove unused ITIL licenses.  Any advice or best practices on how to achieve this?

Thank you!

[Community Alums]

Hi @NicolasArr ,

Please refer to my answer here: https://www.servicenow.com/community/itsm-forum/license-utilization-by-user-report/m-p/2550159

Also, you can watch this video : https://www.servicenow.com/community/itsm-forum/license-utilization-by-user-report/m-p/2550159

[AndersBGS]

Hi @NicolasArr ,

The subscription management would be the place to look. You off course need to set it up, but afterwards you will be able to see subscription utilization.

[Runjay Patel]

Hi @NicolasArr ,

You can do below activities to track the license.

1. Create a scheduled job report to identify ITIL users who haven’t logged in or performed any activity within a specific time frame. like Last Login is before a specific date (e.g., 90 days ago).

2. Track Ticket Activity:

Create a schedule job and use below script.

var gr = new GlideRecord('sys_user_has_role');
gr.addQuery('role.name', 'itil');
gr.query();
while (gr.next()) {
    var user = gr.user;
    var taskGr = new GlideRecord('task');
    taskGr.addQuery('sys_updated_by', user.getValue('user_name'));
    taskGr.addQuery('sys_updated_on', '>=', gs.daysAgo(90));
    taskGr.query();

    if (!taskGr.hasNext()) {
        gs.print('Inactive ITIL User: ' + user.getDisplayValue());
    }
}

3. Scheduled Script to Deactivate Unused ITIL Licenses:

var gr = new GlideRecord('sys_user_has_role');
gr.addQuery('role.name', 'itil');
gr.query();
while (gr.next()) {
    var user = gr.user;
    if (user.last_login == null || gs.dateDiff(user.last_login, gs.nowDateTime(), true) > 90) {
        gs.print('Deactivating user: ' + user.getDisplayValue());
        user.active = false;
        user.update();
    }
}

-------------------------------------------------------------------------

If you found my response helpful, please consider selecting "Accept as Solution" and marking it as "Helpful." This not only supports me but also benefits the community.

Regards
Runjay Patel - ServiceNow Solution Architect
YouTube: https://www.youtube.com/@RunjayP
LinkedIn: https://www.linkedin.com/in/runjay

-------------------------------------------------------------------------

4.