Approaching license user count banner does not consider EAP seats

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Background

There is not currently any way for a customer to "assign" a user an EAP seat. Instead, the guidance for customers on EAP seats is to set them in the Planner role.

Because these are not yet explicitly assignable, when we provision EAP seats, we provision them as Ultimate seats (sum over total user count).

Problem

An in-app banner that warns users when they are approaching their licensed user count does not seem to be properly considering EAP seats.

Example

Customer has 4 Ultimate seats and 10 EAP seats:

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Despite having only 3 users, the customer is seeing a banner warning them that they're approaching their seat count.

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Expected Behavior

We should consider the total seats in subscription (Ultimate and EAP) before warning of an upcoming overage.

Proposal

Option 1: Update the logic for this banner to look at the combined total of EAP seats + Ultimate, and only show the banner if total users is approaching this total licensed user count.

Option 2: Add some logic to check for non-reporter users? Or some other type of more advanced banner logic that factors in EAP users?

  • Probably not worth it given future changes planned here

Reported occurrences

  1. https://gitlab.zendesk.com/agent/tickets/601761
Edited by Magdalena Frankiewicz