Weekend Emergencies - Self-Managed License Request

Support process for Self-managed weekend license emergencies

Overview

There are times when a customer submits an emergency support request for a new license to replace their expired one immediately. But on-call Support Engineers do not usually have access to CustomersDot, and cannot manually generate licenses.

This workflow describes steps that can be followed by anyone in Support, regardless of whether they have CustomersDot access, to generate a short-term temporary Ultimate Trial license to de-escalate a weekend emergency.

NOTE: This workflow is applicable even if the customer has previously received a Sales-generated temporary extension.

This workflow does not cover SaaS Subscription Emergencies, see Customer Emergencies Workflow - SaaS License Emergencies.

Scope

License requests for a Self-managed customer with a paid plan, where the license period has ended within the last 3 days from the current emergency’s date.

Out of Scope

  1. Organizations without a paid plan.
  2. Prospects.

Workflow

Step 1: Confirm customer subscription

  1. Request from the customer the following screenshots:

    • Admin Area -> Overview -> Dashboard
    • The license page from Admin Area -> License (in newer versions, may say subscription)

  2. Add the screenshots to the ticket.

Step 2: Generate the trial license

The previous Mechanizer-based workflow for issuing temporary self-managed licenses has been deprecated. Instead, use the new CustomersDot Admin Support Tool workflow named Trials For SM

Use the Legacy License Trials tool to:

  • Create a legacy trial license with an appropriate user count, plan code, and expiry date for the emergency.
  • Please note that the license email will mention a 10-day Trial GitLab License, it is recommended to set the expiry date 10 days from now to avoid confusion.
  • Send the license to the requester’s email address (or as otherwise specified in the ticket).
  • Add the Zendesk ticket link in the form so the action is auditable.

This replaces the old Mechanizer ZenDesk App process; all emergency self-managed trial licenses should now follow the CustomersDot “Trials for SM” workflow.

Last modified February 23, 2026: Update file license_for_weekend_emergencies.md to link it to the new instructions for generating a temp license (36b6d807)
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