Team member licenses

^{Introduced via support-team-meta#3335}

This page documents the process for Customer Support Operations team members to create team member licenses for GitLab employees when self-service provisioning fails.

Understanding team member licenses

When should I reach out to Customer Support Operations for one

You should always use the self-service option (as detailed here) first.

If for some reason self-provisioning is not working, team members should request a license via the Support Super Form by selecting Request a team member license from the drop down options for the What is this request concerning? field.

What are the limitations of licenses created by Customer Support Operations

The current limitations of team member licenses created by Customer Support Operations are:

• Legacy licenses
  • NOTE These do not work with cloud features, GitLab Duo, etc.
• No more than 1 year from the date of request
• You may not have multiple concurrent team member licenses

Administrator tasks

Checking for existing licenses

The process to check for existing team member licenses is:

1. Login to the staging cDot app via Okta.
2. Click the Licenses link on the left-hand side of the page.
3. Type the email address in the search box and click Refresh.
4. Review the results to see if an existing license (that is not expired) exists can still be utilized.
5. If one does exist, please ask for clarification why a new license is needed when an existing one can be used still.
6. Review the clarification given and make a decision if a new license is warranted.

Creating a team member license

The process to create a team member licenses is:

1. Check for an existing license

   • If they have one, we cannot proceed. Direct them to use that license and close the issue.

2. Check if the requested expiration date is no more than 1 year in the future

   • A bot should do this for you at the time of issue creation. The user must confirm a license within the maximum allowed limitation is acceptable to proceed.

3. Review the problem that occurred when using the self-service method

   • If they have not done the self-service method, comment pointing them to do so and close out the issue.

4. Login to the staging cDot app via Okta.

5. Click the Licenses link on the left-hand side of the page.

6. Click the + Add new License at the top of the page.

7. Fill out the details on the form

   Field	Value
   License Type	Legacy License
   Name	value from the issue
   Company	GitLab - Team Member License
   Email	value from the issue
   Zuora subscription ID	leave this blank
   Zuora subscription name	leave this blank
   Users count	value from the issue
   Previous users count	0 or value from the issue
   Trueup count	0 or value from the issue
   Plan code	value from the issue
   Trial	leave unchecked
   Start date	today’s date
   End date	value from the issue
   Notes	the issue link

8. Click the ✓ Save button at the bottom of the form.

After you have created a license, you need to update the issue

Updating the issue

After you have generated the license, you need to reply and close out the issue.

To do this, reply with the following:

The staging license has been generated at this time. Search for the subject Your GitLab License File in your e-mail to locate it.

As this is a staging license, please keep in mind you must setup your GitLab deployment to work with those.

For information on using this license, please read through:

• Activate GitLab EE with a license file or key
• non-GDK instances setup
• GDK instances setup

If you get an error that your license key is invalid, this will indicate you have not done the needed setup to work with a staging license.

/label ~“Stage::Completed”

/close

/status “Completed”

You can also use the following group comment templates to generate a quickactions comment to assist you:

• Team member license generated