How to remove user from a subscription

[Cat]

Hi All,

We have a number of users that are allocated subscriptions via license. They no longer require the fulfiller role but they still need access so they can raise tickets via the portal.

When going to their user, remove from subscription is greyed out. How do I remove the user when still needing them to be active?

[Dr Atul G- LNG]

Hi @Cat 

Did you remove the ITIL role from them and keep them without any role? That will be reflected in the subsystem as well.

https://www.servicenow.com/community/sam-forum/process-to-remove-subscription-users-and-subscription...

https://www.servicenow.com/community/sam-forum/process-to-remove-subscription-users-and-subscription...

[Cat]

I am unable to remove the role, but I removed them from the Fulfiller group which removed the ITIL role. However, they still appear under Subscription Management as a subscribed user.

[Dr Atul G- LNG]

Please check whether the user is getting the ITIL role from any other groups. else you need to open a Support case with ServiceNow , also, check with your ServiceNow Account Executive.