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Opened by Jamie Carey@j.carey

Document: licenses via email

Amanda Rueda

Looking for some information about how the process to send a copy of the license email to SFDC works. Can anyone help me with these questions?

  1. In which of the following conditions do we send a copy of a license email to SFDC?
  • new purchase
  • renewal
  • add-on purchase
  • manually generated license
  • other?
  1. Is the email record in SFDC associated with both the account and the contact (based on email address in the license app)?
  2. Where does the license app get the email address when generating a license?
  3. If there is a failure in sending a copy of a license email to SFDC, is it logged anywhere?
Rubén Dávila
  1. All the four points send the license email to SFDC. Additionally callbacks from Marketo (this is from the trial form on GL.com) also send the license email to SFDC.
  2. Not sure what do you mean by associated but all the emails that are sent to SFDC use a unique email that was provided by the SFDC admin.
  3. If it’s a purchase from Zuora then we use the email that we’ve associated with the Zuora Account ID on the portal (This is usually the Sold To contact from Zuora). When it’s a manually generated license then we use the email provided by the person in the admin panel.
  4. It should be logged in our service provider, I think it’s Mailgun.
Amanda Rueda

Thanks a bunch ruben! Two follow-ups -

  1. If it’s a purchase from Zuora then we use the email that we’ve associated with the Zuora Account ID on the portal (This is usually the Sold To contact from Zuora). For licenses generated by the system, what is the exception rule when it is not the Sold To contact in Zuora?
  2. It should be logged in our service provider, I think it’s Mailgun. I’m looking for failures which would date back to 2018 (for the financial auditors), the mailgun logs don’t go this far back, correct?
Rubén Dávila

For licenses generated by the system, what is the exception rule when it is not the Sold To contact in Zuora? Sometimes customers ask to update the email associated to a sub because the person no longer works on the company for example. I’m looking for failures which would date back to 2018 (for the financial auditors), the mailgun logs don’t go this far back, correct?

I’m not sure about it since we don’t have admin access to this service. The infrastructure team can give a look into it.

Amanda Rueda

I have access to mailgun but typically only query for GitLab.com emails (which is stored for like 2 weeks). I’ll see if I can figure out which log pertains to the license app.

Amanda Rueda

Sometimes customers ask to update the email associated to a sub because the person no longer works on the company for example. In this case, the subsequent license (like if they purchase more seats via the portal) will go to the customers portal contact, not the Zuora sold-to, correct?

Brent Caldwell

Hey Amanda and Ruben - just for feedback - we used to have a copy of the license email under "your license file" subject with "chad malchow" as the sender. Those emails stopped showing up in Salesforce around August last year. If we could get those messages to start recording back in activity history it would sure save our sales and sales-support teams a lot of time having to log into the license system and/or chatter each other to figure out if the licenses were sent. It also is a great way for us to be able to forward a license file when a client needs to change end users. just fyi. i think there was an issue filed on this subject by last sept/oct as well. thanks for the help.

Amanda Rueda

Brent, the licenses are still sent to SFDC, if you have any recent examples of not seeing them, please open an issue in the customers portal issue tracker and tag me. Note, the “sender” is likely not “chad malchow” and you should be able to find the email in Activity History related to the account record. We did just make a change to not include the actual license attachment however. This was a requirement by the internal compliance team.

Rubén Dávila

In this case, the subsequent license (like if they purchase more seats via the portal) will go to the customers portal contact, not the Zuora sold-to, correct? Amanda Rueda that’s correct

Amanda Rueda

Really appreciate the info, thanks ruben

ruben, one more request Can you provide the link to the code where the generate license email copy (for SFDC) is stored?

Rubén Dávila

Amanda Rueda sure thing:

Amanda Rueda

ruben I meant the code which sends the email to SFDC

Rubén Dávila

Amanda Rueda this is the mailer Email used by SFDC is in the bcc section.

Rubén Dávila

Amanda Rueda the default_from value in that mailer is wrong, that’s the reason why emails are not arriving to SFDC, I’ve created a MR for it: https://gitlab.com/gitlab-org/license-gitlab-com/-/merge_requests/152

cc @amandarueda