Lyonel Posted December 7, 2016 Share Posted December 7, 2016 Hi, when a user is archived, is the license still taken into consideration by the system? If so, it would explain this: Can anybody confirm / explain how this works? Many thanks Link to comment Share on other sites More sharing options...
carlt Posted December 7, 2016 Share Posted December 7, 2016 Hi Lyonel The archived users don't use up a licence on the user screen but are seemingly not being kept in sync with the Service Manager subscriptions (I'd have thought they should be). The only way we have found to get around it is by going to 'Admin > Service Manager > Application Subscriptions' and manually add/remove users there to keep in sync with the user screen. Regards Carl 1 Link to comment Share on other sites More sharing options...
Lyonel Posted December 7, 2016 Author Share Posted December 7, 2016 Can't this be automated?? It seems like a lot of admin work to be done manually when it could probably be automated, no? Link to comment Share on other sites More sharing options...
TrevorKillick Posted December 7, 2016 Share Posted December 7, 2016 Hi Lyonel When you archive a user they are not (should not be) counted in the application subscriptions if they are then this is a defect we will need to look into. Can you confirm what you did that caused this error to be presented. i.e Archived user A, gave rights to user B, user B tries to login and get the error message? Manually removing the application subscription from an archived user should only be a workaround we would not expect you to have to do this every time you archive a user. Kind Regards Trevor Killick Link to comment Share on other sites More sharing options...
Lyonel Posted December 7, 2016 Author Share Posted December 7, 2016 Hi @TrevorKillick, we have a scheduled job running every night to sync our AD to Hornbill (using your LDAP import utility ). The job ran successfully and did the following: - Archived 2 accounts setup as "user" with rights on Service Desk app (2 guys left) - Created 2 new accounts setup as "user" with rights on Service Desk app (2 new guys started - replacing the 2 guys who left so exact same rights) - When the 2 new guys tried to log into Hornbill, they got the screenshot I attached earlier. During that period, I did not touch anything. However, this morning I demoted all archived users to "basic" as a workaround (I was not aware of the possibility to remove users from the subscription screen). Link to comment Share on other sites More sharing options...
TrevorKillick Posted December 7, 2016 Share Posted December 7, 2016 Hi @Lyonel Perfect thank you for this information i will have a chat with our platform team this morning. Kind Regards Trevor Killick Link to comment Share on other sites More sharing options...
TrevorKillick Posted December 7, 2016 Share Posted December 7, 2016 Hi @Lyonel When did this import run? We are just confirming but we believe this issue was fixed in the latest Server Build which rolled out overnight. Kind Regards Trevor Killick Link to comment Share on other sites More sharing options...
Lyonel Posted December 7, 2016 Author Share Posted December 7, 2016 @TrevorKillick, this issue happened 48h ago. Are you talking about last night roll out? Link to comment Share on other sites More sharing options...
TrevorKillick Posted December 7, 2016 Share Posted December 7, 2016 Hi @Lyonel Yes the Server Build that deployed last night has a fix in for this specific issue so the next time your import archives users you should not need to manually remove the application subscription. Kind Regards Trevor Killick 1 Link to comment Share on other sites More sharing options...
Lyonel Posted December 7, 2016 Author Share Posted December 7, 2016 That's great news Thanks for the quick answer Link to comment Share on other sites More sharing options...
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