Portal License Consumption
A Customer can view, create, and edit their own records without consuming a license. With security rights, a Customer can also view, and in some cases, use a One-Step Action to edit another Customer's records without consuming a license.
CSM notifies the Customer when a concurrent license is necessary. If the Customer does not have rights to consume a license, they will be told that they cannot edit the record.
Note: A Site can be configured to always use a license. This
might be done for a management-focused Site where it is assumed that all work
is done against other Customer's records).
Portal License consumption rules:
- A Customer logging in to CSM through the Portal to view/edit their own records (they are the Customer Record owner, meaning they are the Requester/Initiator and is associated with the record) does not consume one of the concurrent licenses.
- A Customer logging in to CSM through the Portal to access someone else's records (they are not the Requester but has been granted access rights) does not consume a license to view the record but does consume a license to edit a record.
- A Customer can run some
One-Step Actions without consuming a license:
- One-Step Actions Actions that do not alter data can be run without consuming a license (ex: Send an e-mail).
- One-Step Actions Actions that do alter data can be run against records owned by the Requester without consuming a license.
- One-Step Actions Actions that alter data generally consume a license when run against
a record owned by someone other than the Requester. However, there are a
handful of situations where a
One-Step Action is allowed to change another Requester’s record without consuming a
license:
- Creating a journal entry: For example, allowing a Customer to provide feedback on an Incident or Knowledge Article even if they are not an owner/requester.
- Rating a record: Toggling a logical field or incrementing the
count in a numeric field (ex: Allowing a Customer to vote on whether or not
they liked a Knowledge Article). The Field must be appropriately configured by
the administrator to hold a rating value.
Note: For more information about licensing, refer to License Consumption in the Security documentation.