Update the License Type of an OWL User

  • Updated

The license type of an OWL user can be updated by managing the user account within the system. This involves ensuring the user’s records are handled appropriately, updating their account status, and then assigning the required license type through the available user management options.

Only Organization admins and Team admins are allowed to update the licenses of the users. Organization Administrators can close and enable users from any department, whereas the Team Admins can update the licenses within their department users only.

Steps to Change License Type:

  1. Navigate to User Management > Users, select the user, then go to User Info > Record Management. Review all record types to check whether the user owns any records. 
  • If the user does not own any records or is retaining ownership of their records, you may proceed with closing the user and updating the license type without further consideration (skip to step 2 below).
  • If you plan to update the license to one associated with a different department and they have records that should remain in their current department, you should first transfer those records to a new owner within the appropriate department before updating the user’s license.

To Transfer Records to a new user first:

  • Navigate to Administration, open User Management, and go to the Users section.

  • Click on the Action button for the user to be transferred and select Transfer Records.

  • In the pop-up, choose the record types (Case, Subject, etc.), select the target user and department, and complete the transfer. Ensure all records are transferred before proceeding.

     

  1. On the user, click on the Action button and select Close User. This will release the user’s license and update the total license count.

  2. Apply Filters and set the status to Closed to view the closed users.

  3. Locate the required user, click on the Action button, and select Enable User.

  4. In the pop-up, select the role, assign the new license type, then click Enable User.

  5. Now, the user will be activated with the new role and license type under the department linked to the role.
  6. The enable user functionality requires an active license. So, make sure the license type that you selected is available. The total license count should be greater than the total licenses used.