Guest Paul Alexander Posted November 12, 2018 Share Posted November 12, 2018 Hello At the moment we have one licensed user who can't get access to Hornbill as he gets the 'passed subscription level' error. We do have plenty of licenses spare, so any idea why this would be please? It's quite important! Link to comment Share on other sites More sharing options...
TrevorKillick Posted November 12, 2018 Share Posted November 12, 2018 @Paul Alexander Just checking your Logs nows Kind Regards Trev Link to comment Share on other sites More sharing options...
TrevorKillick Posted November 12, 2018 Share Posted November 12, 2018 @Paul Alexander You have 5 users assigned to Customer Manager in admin if you navigate to the Home -> Customer Manager -> Application Subscriptions you will see the 5 users these need the Customer Manager roles removed from the accounts before they can log in. You currently have no licences for Customer Manager so the alternative solution is to uninstall the app. Kind Regards Trevor Killick Link to comment Share on other sites More sharing options...
Guest Paul Alexander Posted November 12, 2018 Share Posted November 12, 2018 @TrevorKillick Thanks for that.....how come this has suddenly become a problem? I'm sure we haven't changed any subscriptions lately? thanks Paul Link to comment Share on other sites More sharing options...
TrevorKillick Posted November 12, 2018 Share Posted November 12, 2018 @Paul Alexander It looks like you had a trial of 5 licences for Customer Manager that ended on the 18th of July, so this should have been an issue since those trial licences were removed stopping any user that was still associated to one of these roles from logging in until they were removed. Kind Regards Trevor Killick Link to comment Share on other sites More sharing options...
Guest Paul Alexander Posted November 12, 2018 Share Posted November 12, 2018 @TrevorKillick OK thanks.......however, the person who couldn't log in this morning was NOT in the list of Customer Manager users.....he HAS now logged in successfully though, so thank you. Paul Link to comment Share on other sites More sharing options...
TrevorKillick Posted November 12, 2018 Share Posted November 12, 2018 @Paul Alexander Oh that's unexpected, I see you removed 4 of the licences just so I can confirm exactly what has happened here was this the user in question (obfuscated for security)? V******M Kind Regards Trevor killick Link to comment Share on other sites More sharing options...
Guest Paul Alexander Posted November 12, 2018 Share Posted November 12, 2018 @TrevorKillick Yes...that's the one. thanks Paul Link to comment Share on other sites More sharing options...
TrevorKillick Posted November 12, 2018 Share Posted November 12, 2018 @Paul Alexander Thanks, we can see something strange going on here the user has the Customer Manager role '''Customer Contract Manager''' and has been licenced for customer manager even though you do not have any licences so shouldn't be able to log in. We are investigating this issue now on our side to understand exactly what's causing this. Kind Regards Trevor Killick Link to comment Share on other sites More sharing options...
Guest Paul Alexander Posted November 12, 2018 Share Posted November 12, 2018 @TrevorKillick Is it OK to remove the Customer Contract Manager role from this user or will it mess with your investigations? thanks Paul Link to comment Share on other sites More sharing options...
TrevorKillick Posted November 12, 2018 Share Posted November 12, 2018 @Paul Alexander No that's fine, please do remove this role it should prevent any future issues with logging in for this user. Kind Regards Trevor Killick Link to comment Share on other sites More sharing options...
Darren Rose Posted November 12, 2018 Share Posted November 12, 2018 17 minutes ago, TrevorKillick said: @Paul Alexander Thanks, we can see something strange going on here the user has the Customer Manager role '''Customer Contract Manager''' and has been licenced for customer manager even though you do not have any licences so shouldn't be able to log in. We are investigating this issue now on our side to understand exactly what's causing this. Kind Regards Trevor Killick We had some licenses which Gerry gave us. We've been testing the Service Contracts feature, which was in BETA, and feeding back on how it could be improved etc... You can see posts where I have been providing feedback on it. Can access be given back so that we can help continue with testing BETA features, or do I have to now purchase licenses? Thanks Darren Link to comment Share on other sites More sharing options...
TrevorKillick Posted November 12, 2018 Share Posted November 12, 2018 @Darren Rose Let me ask and get back to you. Kind Regards Trevor Killick Link to comment Share on other sites More sharing options...
Darren Rose Posted November 12, 2018 Share Posted November 12, 2018 Thanks @TrevorKillick Link to comment Share on other sites More sharing options...
Gerry Posted November 12, 2018 Share Posted November 12, 2018 @Darren Rose Hows things. I just wanted to check in with you regarding Contracts in Customer Manager. We are about to take the contracts feature out of beta and want to see if you are using Contracts, and if so how? Is there anything else you feel is missing from the functionality? The trials were cancelled because we have started to automate this now as trials were being added and forgotten about. Customer manager its self is not in beta, there is no charge for Contracts, it is just a feature of Customer Manager. Please let me know where you are at with it. Gerry Link to comment Share on other sites More sharing options...
Martyn Houghton Posted November 14, 2018 Share Posted November 14, 2018 @Gerry I know we have raised a few posts on Contracts within Customer Manager as well, so wondering if it might be worth trying to collate the remaining requirements. Cheers Martyn Link to comment Share on other sites More sharing options...
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