Subscription level reached (but it hasn't)

[Malcolm]

We get the following message when a new user tries to logon:
Authorization failure: You are allocated rights to the 'com.hornbill.servicemanager' application but your organizations subscription level for this application has been reached. Please contact your system administrator

But we haven't run out of licenses.

Can anyone assist with this?

[Martyn Houghton]

@Malcolm

In Solution Center > Usage > Application Subscriptions does it show as all allocated against Service Manager entry?

Cheers

Martyn

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[James Ainsworth]

Hi @Malcolm

There are two separate requirements for subscriptions to Service Manager.  A Collaboration subscription and a Service Manager subscription.  It might be that while you have an available Service Manager subscription, all of the Collaboration subscriptions might be used up. 

[Malcolm]

Service Manager licenses show as being maxed out (even if I free one up) @Martyn Houghton

Not sure where to check for collaboration subs? @James Ainsworth

[Martyn Houghton]

@Malcolm

Collaboration (Platform) licenses will show on the first 'Usage' tab.

Clicking on the Service Manager total will show you all the users who have a license. You may have exceeded it by more than just one

Cheers

Martyn

[James Ainsworth]

It is worth keeping in mind how subscriptions are allocated to users.  There are two ways an application subscription can be applied.

1. You can add users to the User List of an application to allocate a subscription license.

2. If you assign an application Role that has a User privilege or higher, for example,  the Incident Management User role, a subscription will be automatically allocated to that user for that app.  If you have user imports that are automatically adding application roles, you need to keep an eye open to make sure that this doesn't maximize the subscription levels.  

[Malcolm]

@James Ainsworth @Martyn Houghton thanks both, it looks like it is indeed a mismatch of quantities between collab license and service manager license. Managed to resolve it for now.