Managing the instance licenses

The Licenses page (/licensing, Administration menu, administrators) shows the instance identity, the imported licenses and the rights they grant to each module of Portail ZAPP.

Instance identity

Each installation receives, when it is set up, an instance identifier and an instance key. They never change, even after an update. A license is always bound to an instance identifier: copied to another installation, it is rejected.

If the page reports an identity conflict, the database comes from another instance (for example a production database restored on a test server). Licenses are then not applied. Choose:

This installation is a new instance: a new identifier is created; the other instance's licenses are removed and new ones must be requested for this one;
I moved the instance: the installation keeps its identifier (server change).

Customer identifier and synchronization mode

Enter the customer identifier provided with your contract (for example CLI-00042) and, if you have one, the activation code.

The synchronization mode tells how licenses arrive: automatic (retrieved from the support server) or manual (file exchange, no outgoing connection at all).

Online synchronization

In automatic mode, the instance talks directly to the support server, if the host has configured its address:

As soon as the customer identifier is saved, the instance registers with support. It stays pending until it is validated: immediately with an activation code, otherwise by a support operator.
Once attached, it contacts support once a day. New licenses and revocations arrive on their own, with no file to import.
The Synchronize now button contacts support without waiting.

The Online synchronization card shows the attachment status, the last exchange, the next one and the last error, if any. A support or network outage blocks nothing: the attempt is repeated automatically later.

If a Suspected clone alert appears, support saw another installation use the same instance identifier (for example a copied virtual machine). Licenses remain applied; contact support.

With the upload of usage counters accepted, each exchange sends the same content as the usage report. The last report prepared for support can be viewed on the page.

Non-production environment

A development, test or evaluation instance is recognisable at a glance:

an orange band is shown at the top of every page, for example "QA — non-production environment";
the tab title carries the [QA] prefix;
the subject of every email and the title of every notification carry it too.

The environment type comes from the licenses:

evaluation: new installation without a license;
non-production: valid licenses, but none of type Production;
production: nothing is displayed.

The Environment name field only sets the displayed label, for example "DEV", "QA" or "UAT". It does not change the type. Left empty, the label is "Non-production".

Importing a license file

Support gives you a .wblic file. Click Import a license file and select it. The report tells, for each license, whether it was added, replaced, ignored (already present or older) or rejected, with the reason (other instance, invalid signature, other product…). Importing the same file again has no effect.

Requesting a license: the request file

In manual mode, download the request file (.wbreq) and send it to support. Its exact content is shown in clear on the page before downloading; the file itself is signed by the instance then encrypted, readable by support only.

Named-user seats

Some licenses limit how many people may use a module, for example 25 agent seats for the Service Desk. The Seats button on the Licenses page opens the assignment page:

each tab carries the pool name given by your contract, or otherwise the modules it covers ("Service Desk"…), with its code in small print below; a pool no longer present in any license is marked retired;
each pool shows its quota (the sum of the licenses carrying it), the seats used and remaining, and the share brought by each license;
search for a person ("elodie" finds "Élodie") and click Assign, or assign at once the members of a group or the active users without a seat, always within the quota;
Remove frees the seat, which can be reassigned immediately;
a disabled or deleted user frees their seat automatically;
service accounts (users on whose behalf an API key acts) are flagged: their keys use their seat, not an extra one.

As long as the Licenses page shows warning mode, a user without a seat is not blocked; in Enforce mode, they are (see below).

Who needs a seat? Only agents (Service Desk back office) and people who approve or carry out catalog requests. Requesters never use one: they create and follow their tickets on the portal, order from the catalog, follow "My requests", read the knowledge base and answer surveys without a seat. For the CRM, seats go to the people who work in it: CRM sales reps, managers and administrators, catalog managers and anyone with a CRM role. Payroll (CRM_PAYROLL group) views and pays commissions without a seat, an approver decides on a quote awaiting approval without a seat, and a Service Desk agent without a CRM role opens their tickets without a CRM seat: the "Customer" panel then does not appear. The list of active users without a seat therefore only shows agents, people who work on requests and CRM users.

A license can make the agent seat cover work on requests: a Service Desk agent then approves requests without taking a seat in the pool reserved for approvers (assigning one there is refused with a message).

Tiers of a module. A module can be sold in several tiers, for example the CRM as Essential and Advanced. Each tier is a seat pool: the pool shows its tier options (sequences, forecasts, commissions…), granted to its holders only. You can mix tiers: three sales reps on Advanced, ten on Essential. A person never holds more than one seat for the same module:

to move someone up a tier, open the higher tier's tab and click Assign: their former seat is released in the same operation;
to move them down, pick the tier in the list of holders and click Move;
bulk assignments (group, users without a seat) never change the tier of someone who already has a seat.

A person on the lower tier does not see the screens of the options they lack. Their data stays: nothing is deleted when they change tier.

Expired license, evaluation and alerts

As long as the Licenses page shows warning mode, nothing is blocked. In Enforce mode (imposed by your licenses, or by default for a new installation):

Evaluation: a new installation without a license can use all its modules for 30 days. After that, they become read-only until a license is imported.
Expired license: everything keeps working during a 30-day grace period. After that, its modules become read-only: pages can still be viewed, with the "License expired — read-only" banner, exports remain allowed, but changes are refused. A revoked license becomes read-only immediately.
Background tasks: a read-only or unlicensed module no longer runs anything in the background. Its scheduled tasks show as "skipped" in the scheduler history, its mailbox is no longer polled and its Outposts no longer collect. Nothing that is waiting is lost: emails stay unread, approval decisions and received events stay queued, and everything resumes as soon as a valid license is imported.
Unlicensed module: it disappears from the menu.
Seats: a user without a seat cannot open seat-based modules. If the quota drops, the last users assigned beyond it lose access 30 days later (their data remains).
Limits: beyond a blocking limit, creation (ticket, configuration item, Outpost) is refused; existing items remain. For CRM marketing contacts, adding members to a campaign linked to the emailing provider, syncing it or reopening it is refused when new addresses would exceed the tier; a refused sync still sends the removals (unsubscriptions, erasures), members already sent remain and the campaign goes on. A sending is not blocked: it goes to the members already sent and the campaign page shows how many were not sent. A member removed from a campaign, or a deleted campaign, stays counted until its removal is sent to the provider. The refusal message invites you to upgrade to the next tier.

Before switching to Enforce mode, the Licenses page shows how many users would lose access for lack of a seat.

Overage banner: when a seat pool exceeds its quota, or a usage limit exceeds its maximum, an orange banner reports it at the top of the pages of the affected modules only (a Service Desk seat overage does not show in the CMDB). It is shown only to users who can open the Licenses page. It gives the assigned seats and the quota (or the value and the maximum), the date when the last assigned users will lose access in Enforce mode, or that creation is refused for a blocking limit, with a link to Seats or Licenses. It disappears as soon as a seat is removed and the quota is met.

Administrators receive daily alerts, once per step: end of evaluation, contract end (D-60, D-30, D-7), license in grace, expired or revoked, seat quota, limit exceeded, loss of contact with support, inconsistent clock, etc. The Licenses dashboard widget summarises the state.

Email exchange

For a network with no access to the support server but with email, or as a fallback, the Email exchange card sends the same files by email. The option is disabled by default. It works in automatic as well as manual mode.

Tick Enable email exchange and enter the support mailbox address.
Send the request by email and Send the usage report send the encrypted file as an attachment. You can also choose a periodic usage report (every week or every 30 days), sent automatically.
To receive licenses, create an inbox in Mail inboxes with the licensing handler, and enable mailbox polling in the scheduler. Each .wblic file received is imported, and administrators are told the result.

Only licenses signed by support and issued for this instance are applied, whoever the sender. Attachments that are too many, too large or of another type are rejected without being opened.

Services provided by the publisher and prepaid credits

If your instance is hosted by the publisher, your license can include the publisher's AI and SMS sending, with prepaid packs (AI tokens, SMS). Each pack you buy arrives with the license, online or by file, and is credited only once.

The remaining credit is shown on Administration › Usage, on the AI screen and on the SMS tab of the notification settings. Administrators are notified (notification and email) when it drops below 20, 10 and 5 %, then when it runs out (thresholds can be changed on the Usage screen). The message names the credit concerned, the remaining balance, what stops once it runs out and how to avoid it: order a top-up from the publisher or switch to your own AI or SMS account. If several thresholds are crossed at once, a single message is sent, for the threshold reached, within a minute.
Credit used up: the AI assistant says that the prepaid credit is used up and non-urgent SMS are no longer sent. Knowledge base search and SMS sign-in codes keep working. As soon as a new pack is received, everything resumes, with no restart.
You can use your own AI or your own SMS account at any time: choose them on the matching screen. The count stops and your remaining credit is kept.
The settings of the publisher's AI and SMS account are never shown. To protect these credentials, developer tools and running scripts on the server are disabled on a hosted instance.

The usage report (.wbusage) contains counters: installed and licensed modules, seats, and metrics of licensed modules (active Outposts, configuration items, tickets created over 30 days, CRM users, CRM marketing contacts). It never contains names, email addresses, user identifiers or business content. It is only available after accepting the upload of usage counters; this consent is recorded and can be withdrawn at any time. Without it, the request file only contains the instance's minimal identity.

Computed rights

The Computed rights table shows, for each module, the access granted by the licenses. Core modules (sign-in, users, administration, notifications, grids, real-time…) are always available. As long as the page shows warning mode, nothing is blocked: rights are only computed and displayed.