Who is this article for?

Users needing to troubleshoot consumption on an active license report.

No specific access is required.

This article covers troubleshooting the active type license report if the numbers can't be reconciled. 

1. License consumption

1. Active License Basis:
   • A user consumes one license if they are in one or more reviews that are not completed or deleted.
   • This includes reviews that are on hold, not started, or closed.
   • These reviews appear in the "Others" column of the active user report breakdown.
   • Those under the "Active" column correspond to reviews in progress or overdue,
   • To free up a license, the owner must complete or delete all relevant reviews.
2. License Types:
   • Standard License: Assigned if the user's highest role in any review is reviewer or viewer.
   • Enhanced Role: Assigned for contributors or those using managerial delegation. As these are no longer sold, they default to a Power license.
   • Power License: Assigned for review owners or roles containing Author.
3. License Allocation:
   • If all standard licenses are used, users will automatically use a higher role license.
   • When standard license users consume power licenses due to unavailability:
     1. The available column for power licenses will show a red number in brackets.
     2. A message will indicate how many users only required a Standard license but are using a Power license.
     3. This red number effectively represents a negative count for that role.
     4. It will be deducted from the number of Power licenses available.

2. License management

2.1. Current license allocation

Total available licenses: 25

2.2. Sub-license distribution

3. Understanding license consumption with sub licenses

Users consume licenses based on their assigned Home Workgroup in their user profile, not based on where they are actually working.

Example 1: Sub-License User (Dave)

• Dave's Home Workgroup is set to "Sub Workgroup 5.2"
• Workgroup Structure:
  • Root (top level)
  • Sub Workgroup 5 (middle level)

  • Sub Workgroup 5.2 (Dave's level)

     

• Result: Dave uses a license from Sub Workgroup 5's license pool because his workgroup falls under Sub Workgroup 5's hierarchy.

Example 2: Master License User (Jane)

• Jane's Home Workgroup is set to "Sub Workgroup 2.4"
• Workgroup Structure:
  • Root (top level)
  • Sub Workgroup 2 (middle level)
  • Sub Workgroup 2.4 (Jane's level)
• Result: Jane uses a license from the master license pool because her hierarchy uses the master license

3.2. Viewing license availability

• Golden Rule: Always check licenses from the Root workgroup view.
• Common Mistake: Viewing from lower-level workgroups only shows partial information.

Example: Let's say you're trying to add a user to a review.

1. You're working in Sub Workgroup 2.4.
2. You try to add Dave (whose Home Workgroup is under Sub Workgroup 5.2).
3. The system shows an "insufficient licenses" error.
4. Looking at licenses while in Sub Workgroup 2.4, you see available master licenses.
5. This seems confusing - you see free licenses but can't add Dave.
6. The reason: Dave needs a Sub Workgroup 5 license, which is full, but you can't see this from Sub Workgroup 2.4.

3.3. Solving license issues

When users can't be added due to license restrictions, consider these solutions:

1. Change user's home workgroup:
   • Reassign the user to the Root workgroup to use master license pool.
   • Best for temporary solutions or small numbers of users.
2. Adjust license allocation:
   • Increase the sub-license allocation if available.
   • Requires available licenses in the master pool.
3. Review license structure:
   • If these issues occur frequently, your sub-license setup might need revision.
   • Consider removing sub-licenses if they're causing more problems than benefits.

3.4. Best practices

1. Always check license status from the Root workgroup view.
2. When troubleshooting:
   • First check: User's home workgroup setting.
   • Second check: Available licenses in the relevant pool.
3. Regularly review if your sub-license structure is still efficient.
4. Document any changes to home workgroup assignments.

Important: A user's license consumption is tied to their home workgroup setting, not to where they're actually working. Always verify license availability from the Root view to see the complete picture.

4. Summary and freeing up a license

• It's important to remember the key factor here:
  For an active license basis, 1 user consumes 1 license if they are in 1 or more reviews that are not completed or deleted.
• The active users report will show the number of reviews a user is in next to them. Reviews that are open or overdue will appear in the active column. 
• Reviews that are not started, on hold or closed will appear in the Other column.
• The level of license they consume is based on the highest level of role they assigned in a review that is not completed or deleted
• Closing a review does NOT free up a license.
• Completing or deleting a review is how to free up users' contributions towards a license consumption, but only if you complete and/or delete ALL the reviews that are not completed or deleted, that a user is in, will you actually free up a license.