ServiceNow Licensing

ServiceNow Licensing manages how your ServiceNow subscriptions are used on your instances. ServiceNow provides cloud-based services such as Software as a Service (SaaS) and Platform as a Service (PaaS) that automate enterprise IT operations.

The following sections explain prerequisites, resources, and instructions for integrating with SaaS Management.

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Stored ServiceNow Licensing Information

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Required Minimum Permissions for ServiceNow Licensing

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Authentication Method for ServiceNow Licensing

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Required Credentials for ServiceNow Licensing

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Optional Credentials for ServiceNow Licensing

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ServiceNow Licensing Subscriptions

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Integrating ServiceNow Licensing With SaaS Management

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Editing User Roles to Access Out-of-the-Box ServiceNow Subscription Apps

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Editing User Roles to Access the ServiceNow Application Module

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Auto-Populated License Information for ServiceNow Licensing

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Managing Available Licenses for ServiceNow Licensing

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Microsoft Power BI Reporting for ServiceNow Licensing

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API Endpoints for ServiceNow Licensing

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Analyzing User and License Activity Data for ServiceNow Licensing

Stored ServiceNow Licensing Information

The following table describes the available integration tasks and stored data within SaaS Management.

Available Integration Tasks

Information Stored

Application Access

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User Name

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Last Login

Application Roster

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Username

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First Name

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Middle Name

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Last Name

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Account Create Date

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Licenses

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Role Types

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OOB Roles

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Custom Roles

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Web Service User

Note:The ServiceNow access control restricts the retrieval of the security_admin role assignment.

Important:The following Application Roster fields are available only in the extensible Power BI report. To access this Power BI report, see the ServiceNow Power BI Reporting for Flexera One’s SaaS Management Knowledge Base article.

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Group Name

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Active

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Group Roles

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Group Manager

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Group Description

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Custom Fields

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Unknown Roles

License Differentiation

See the ServiceNow Licensing Subscriptions and Tracking Application Activity by License Type for License Differentiation.

License Information

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Unique ID

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SKU Number

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Subscription Name

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Subscription Type

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Provisioned

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Measured Role Types

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Subscription Applications

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Effective Date

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Expiration Date

Note:License details of users are not tracked for the following Subscription (License) types:

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Capacity—The consumed and remaining quantity for the Capacity type license is displayed in the Assigned and Remaining columns on the ServiceNow Overview tab in the Licenses table.

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Unlimited—For an Unlimited subscription, any user in the sys_user table that has a user ID and has the Active field set to true is assigned to this subscription. Ideally, it would be all the active users in the ServiceNow account.

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Unrestricted User—For an Unrestricted User subscription, any user in the sys_user table that has a user ID and has the Active field set to true is assigned to this subscription. Ideally, it would be all the active users in the ServiceNow account.

Product Consumption

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Unique ID

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Subscription Name

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Consumed

Reclamation

After the reclamation task is executed for the selected users:

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The entire account and licenses associated with that user will be deleted

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The user will no longer have access to ServiceNow.

For more information, see Reclaiming SaaS Licenses.

Setup

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Release

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Sandbox Instances

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Application Name

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Custom Application Name

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Role Type (None is displayed for roles without a role type.)

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Role Names

Note:The following Setup fields are available only in the extensible Power BI report. To access this Power BI report, see the ServiceNow Power BI Reporting for Flexera One’s SaaS Management Knowledge Base article.

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Group Name

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Group Roles

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Group Manager

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Application Name

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Application Roles display OOB Roles, Custom Roles, and Unknown Roles.

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Custom Application Roles display OOB Roles, Custom Roles, and Unknown Roles.

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Application ID

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Custom Application ID

Sub Application Accesses

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Unique ID

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Product ID

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Period (monthly time frame)

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Access Count

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Insert Count

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Insert Other’s Request Count

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Insert Own Request Count

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Update Count

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Update Other’s Request Count

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Update Own Request Count

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Delete Count

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Delete Other’s Request Count

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Delete Own Request Count

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Fulfillment Count

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Producer Count

Note:The information stored is subject to change as enhancements are made to the SaaS application.

Required Minimum Permissions for ServiceNow Licensing

The minimum API required permissions are based on the ServiceNow Licensing user roles.

Note:The following SaaS application user roles are not applicable to Flexera One roles.

User Role

Description

Integration Task Name

admin, snc_read_only

These roles are required for retrieving the ServiceNow users, licenses, and their activities.

For more information, see ServiceNow’s documentation topics:

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Base System Roles

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Read-Only Role

Application Access

Application Roster

License Information

Product Consumption

Setup

Sub Application Accesses

admin

This role is required to:

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Retrieve the ServiceNow users, licenses, and their activities

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Manage user licenses for the License Information task

For more information, see ServiceNow’s documentation topic, Base System Roles.

Application Access

Application Roster

License Information

Product Consumption

Reclamation

Setup

Sub Application Accesses

Authentication Method for ServiceNow Licensing

The Basic authentication method is required.

Required Credentials for ServiceNow Licensing

The following credentials are required:

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Instance Domain

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Username

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Password.

Optional Credentials for ServiceNow Licensing

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Custom Fields

ServiceNow Licensing Subscriptions

ServiceNow Licensing subscriptions assigned to users are displayed in the Users tab and the Activity tab. A ServiceNow subscription could be among the following types, which are displayed under the Subscription Type column of the Licenses tab.

ServiceNow Licensing Subscription Types Displayed in SaaS Management	Description
Per User	Your organization purchases a subscription for the number of fulfiller users for subscription applications and capabilities. Your instance can monitor and report usage by both subscribed users and users who are not subscribed.
Unrestricted User	Previously referred to as a Max User. Your organization purchases an anticipated maximum number of unrestricted-user licenses. Unrestricted user licenses have no restrictions on role assignment. Your ServiceNow instance auto-allocates active users from the sys_user table to the unrestricted-user licenses.
Capacity	Your ServiceNow instance auto-allocates resources such as users, devices, software, or nodes to Capacity subscriptions. For example, resources such as each CI that Discovery finds, or each password reset request.
Unlimited User	Your organization purchases a subscription for the number of fulfiller users for subscription applications and capabilities. Your instance can monitor and report usage by both subscribed users and users who are not subscribed.
PA-Indicator	Your organization purchases a subscription for an application family that uses Performance Analytics (PA) capabilities (for example, PA for ITSM or PA for Service Management). The PA admin creates indicators on tables that are used by the applications. Note:Since there is no documentation found on PA-Indicator, Display, and Other subscriptions, Flexera pulls all the ServiceNow subscription types. For more subscription information, see ServiceNow’s documentation topic, Types of Subscriptions.

Integrating ServiceNow Licensing With SaaS Management

Complete the following steps to integrate ServiceNow Licensing with SaaS Management.

To integrate ServiceNow Licensing with SaaS Management:

Sign in to your ServiceNow Licensing instance, using the credentials of the ServiceNow Licensing user with permissions as outlined in the Required Minimum Permissions for ServiceNow Licensing.

From the Instance URL, note the ServiceNow Licensing Instance Domain.

For example, if the Instance URL is https://dev70003.service-now.com, then the Instance Domain is dev70003.

Important:If you enter the ServiceNow Licensing Instance URL rather than the ServiceNow Licensing Instance Domain in the SaaS Management Instance Domain field, the integration will fail.

In SaaS Management, add the ServiceNow Licensing application. For more information, see Adding an Application.

Copy and paste the ServiceNow Licensing Instance Domain into SaaS Management.

Enter the Username and Password of the ServiceNow Licensing user with privileges as outlined in the Required Minimum Permissions for ServiceNow Licensing.

Results:

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In the ServiceNow Licensing Users tab, the ServiceNow Licensing Subscriptions appear in the Licenses column.

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In the ServiceNow Licensing Activity tab, the ServiceNow Licensing Subscriptions appear in the License Type column.

As an option, enter the appropriate Custom Fields to fetch for user records. Begin each entry with u_ and separate multiple custom fields with commas.

Example: u_test1,u_test2

The following table lists the data types that are supported for custom fields.

Data Types That Are Supported for Custom ServiceNow Fields in SaaS Management
Currency	Integer	Price
Date	Long	String
Date/Time	Percent Complete	Table Name
Decimal

Click Authorize.

For further information on managing and optimizing your organization’s ServiceNow Licensing licenses, see the following topics.

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Editing User Roles to Access Out-of-the-Box ServiceNow Subscription Apps

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Editing User Roles to Access the ServiceNow Application Module

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Auto-Populated License Information for ServiceNow Licensing

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Managing Available Licenses for ServiceNow Licensing

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Microsoft Power BI Reporting for ServiceNow Licensing

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Tracking Application Activity by License Type for License Differentiation

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Reclaiming SaaS Licenses

Editing User Roles to Access Out-of-the-Box ServiceNow Subscription Apps

Users not assigned the subscription roles associated with an Out-of-the-Box (OOTB) subscription app can access these apps by having their roles edited in ServiceNow.

To edit user roles in ServiceNow for users to access OOTB subscription apps:

Go to the Navbar, enter sys_app_application.list, and then click Enter. The Application Menus page opens.

To open the appropriate Application Menu Record, click the link in the Title column.

Inside the Application Menu Record, go to Roles and click Edit to add or update the user role. All users assigned the added role can view and access the OOTB ServiceNow application in the Navbar.

Editing User Roles to Access the ServiceNow Application Module

The following steps explain how to edit user roles in ServiceNow so that users can access the application Module.

To edit user roles in ServiceNow for users to access the application Module:

Go to the Navbar, enter sys_app_module.list, and then click Enter. The Modules table opens.

To open the appropriate Module Record, click the link in the Title column.

Inside the Module Record, go to Roles and click Edit to add or update the user role. All users assigned the added role can view and access the application Module.

Auto-Populated License Information for ServiceNow Licensing

The SaaS Management integration with ServiceNow Licensing offers a License Information integration task that automatically retrieves every 24 hours the following information for the SaaS Management Licenses tab:

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License Type

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Name (of the ServiceNow subscription application)

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Provisioned

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Effective Date

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Expiration Date

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Subscription Type

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SKU Number

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Measured Role Types

This auto-populated ServiceNow Licensing license information provides a more complete view of your ServiceNow SaaS entitlements and component usage by displaying:

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Assigned entitlements

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User’s license activity (based on the user’s last sign in and application usage).

Important:If you enable the License Information integration task, note the following:

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If you have manually managed ServiceNow Licensing application licenses data in SaaS Management prior to enabling the License Information Integration task, then the managed application's license information you previously entered in the Licenses Tab will be overwritten with the data ingested from ServiceNow.

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You need to enter and keep up to date the following Licenses Tab information. The License Information integration task does not pull in this information. The SaaS application’s annual spend calculation relies on entered and accurate license effective and expiration dates.

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Cost

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Currency

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Payment Frequency

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If the start and end dates are not available for an active ServiceNow subscription, the discovery date becomes the Effective Date and an empty Expiration Date is displayed in the Licenses Tab . As a result, the license term is effective and will not expire.

To auto-populate ServiceNow Licensing license information, see Auto-Populating SaaS Application License Information. When the License Information integration task is enabled, the following fields in the Licenses tab are disabled as this information is automatically populated:

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License Type

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Name

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Provisioned

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Subscription Type

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SKU Number

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Measured Role Types

The active and inactive ingested license data from ServiceNow can be compared against the Subscriptions data from the Subscription Overview dashboard of the Subscription Management application in ServiceNow.

Managing Available Licenses for ServiceNow Licensing

After the License Information integration task for Auto-Populated License Information for ServiceNow Licensing is enabled, you can add or remove the ServiceNow Licensing product licenses you wish to manage within SaaS Management. To manage available ServiceNow Licensing licenses, see Managing Available SaaS Application Licenses.

Note:If a user is not assigned any licenses, then the user is not filtered out of the ServiceNow Licensing Users tab, irrespective of the selection made under the Manage Available Licenses button on the Licenses tab. For further details, see What happens when a SaaS application’s license is filtered out?

Microsoft Power BI Reporting for ServiceNow Licensing

SaaS Management’s Microsoft Power BI report, which uses the SaaS Management API, provides the insights that enable improved governance and license management processes for complex ServiceNow environments. The Microsoft Power BI report insights can be shared with contacts within your organization who do not use SaaS Management.

To create the Microsoft Power BI report, see the ServiceNow Power BI Reporting for Flexera One’s SaaS Management Knowledge Base article.

API Endpoints for ServiceNow Licensing

Application Access

https://<<instance>>.service-now.com/api/now/stats/sys_user

https://<<instance>>.service-now.com/api/now/table/sys_user

Application Roster

https://<<instance>>.service-now.com/api/now/stats/license_role

https://<<instance>>.service-now.com/api/now/table/license_role

https://<<instance>>.service-now.com/api/now/stats/sys_user_has_role

https://<<instance>>.service-now.com/api/now/table/sys_user_has_role

https://<<instance>>.service-now.com/api/now/stats/sys_user_has_license

https://<<instance>>.service-now.com/api/now/table/sys_user_has_license

https://<<instance>>.service-now.com/api/now/stats/sys_user

https://<<instance>>.service-now.com/api/now/table/sys_user

https://<<instance>>.service-now.com/api/now/stats/sys_user_group

https://<<instance>>.service-now.com/api/now/table/sys_user_group

https://<<instance>>.service-now.com/api/now/stats/sys_user_grmember

https://<<instance>>.service-now.com/api/now/table/sys_user_grmember

https://<<instance>>.service-now.com/api/now/stats/sys_group_has_role

https://<<instance>>.service-now.com/api/now/table/sys_group_has_role

License Information

https://<<instance>>.service-now.com/api/now/table/license_details

https://<<instance>>.service-now.com/api/now/stats/license_has_family

https://<<instance>>.service-now.com/api/now/table/license_has_family

https://<<instance>>.service-now.com/api/now/table/sys_choice

https://<<instance>>.service-now.com/api/now/table/license_role_type

https://<>.service-now.com/api/now/stats/sys_app

https://<>.service-now.com/api/now/table/sys_app

https://<>.service-now.com/api/now/stats/license_role

https://<>.service-now.com/api/now/table/license_role

Product Consumption

https://<<instance>>.service-now.com/api/now/table/license_details

Reclamation

https://<<instance>>.service-now.com/api/now/v2/table/sys_user/{sys_id}

Setup

https://<<instance>>.service-now.com/api/now/table/sys_properties

https://<<instance>>.service-now.com/api/now/stats/sys_user_group

https://<<instance>>.service-now.com/api/now/table/sys_user_group

https://<<instance>>.service-now.com/api/now/stats/sys_group_has_role

https://<<instance>>.service-now.com/api/now/table/sys_group_has_role

https://<<instance>>.service-now.com/api/now/stats/license_role

https://<<instance>>.service-now.com/api/now/table/license_role

https://<<instance>>.service-now.com/api/now/stats/sys_app

https://<<instance>>.service-now.com/api/now/table/sys_app

https://<<instance>>.service-now.com/api/now/stats/sys_app_application

https://<<instance>>.service-now.com/api/now/table/sys_app_application

https://<<instance>>.service-now.com/api/now/stats/license_has_family

https://<<instance>>.service-now.com/api/now/table/license_has_family

Sub Application Accesses

https://<<instance>>.service-now.com/api/now/stats/ua_app_usage

https://<<instance>>.service-now.com/api/now/table/ua_app_usage

https://<<instance>>.service-now.com/api/now/stats/license_has_family

https://<<instance>>.service-now.com/api/now/table/license_has_family

https://<<instance>>.service-now.com/api/now/stats/sys_app

https://<<instance>>.service-now.com/api/now/table/sys_app

https://<>.service-now.com/api/now/stats/license_role

https://<>.service-now.com/api/now/table/license_role