KB-1316 How to request an Appian product license

Purpose

This article provides information on the License Management application in Appian Community, which aims to help customers and partners request new product licenses and manage existing product licenses.

Table of Contents

  1. Overview
  2. Product Licenses
    1. Statuses
    2. Record Summary View
    3. Related Actions
      1. Renew License
      2. Update License
  3. Renew License
  4. Request New License
  5. Licensing Tasks
  6. Additional Information
  7. Installing a License
  8. Updating Licensing POCs

Overview

Users can access the Product Licenses site by going here: https://forum.appian.com/suite/sites/licenses

On this site, there are four (4) tabs, as shown below:

Each section will be explained below.

Product Licenses

The Product Licenses tab contains a list of all product licenses Appian has on record. Each user only has access to product licenses associated with the customer and/or partner group(s) to which that user belongs.

A license in this record is equivalent to a single machine, uniquely identified by its FQDN. The information displayed in the record grid includes the machine's FQDN, the operating system, the CPU count, the environment, the status, and the expiration date.

The record list should look something like the following:

If you have permission to view licenses for more than one customer/partner organization, you will see a Company filter in this record. Otherwise, this filter will not display.

Statuses

Each long-term license can have a different status. A list of each possible status and explanation of each status is as follows:

  • Active - The license has been approved by all necessary parties, and the product license has been generated.
  • Expired - The license was approved and generated, but it has since passed its expiration date.
  • Inactive - The license has been expired for 30 or more days, or a user from that organization marks that license as inactive. Inactive licenses do not display in the record list.
  • Pending customer POC approval - The license is currently waiting on the POCs of the company for which the license is requested. An email is sent to the requestor with the list of POCs.
  • Denied by POC - The license was denied by the company's POCs for reasons stated in an email sent to the requestor.
  • Pending Appian Product Licensing approval - The license is pending review by the Appian Product Licensing team. Requests are evaluated during normal U.S. business hours.
  • Denied by Appian Product Licensing - Appian Product Licensing denied the request for reasons stated in an email sent to the requestor.
  • Additional information requested by Appian Product Licensing - Appian Product Licensing is requesting additional information from the requestor to help process the long-term license request.
  • Temporary license delivered - When requesting a long-term product license, this status indicates that a temporary license has been delivered. This status is present only if the requestor asks for a temporary license.
  • Generating long-term product license - All necessary parties have approved the long-term product license and we are currently generating those licenses.
  • Under renewal - This license is currently under renewal.

Record Summary View

The Summary view of each license record contains the following information:

  • The company to which this license applies
  • The current status of the license
  • The version of the license (Appian 17.4 and Earlier/Appian 18.1 and Later)
  • The license banner
  • The license type
  • The license environment
  • A download link for the license (if the request was made on or after 14 May, 2018 and was approved and fulfilled by Appian Product Licensing)
  • The expiration date of the license

An example of the summary view of a license is below:

Related Actions

There are 2 related actions available:

  • Renew License
  • Update License

Renew License

This action is visible if all of the following conditions are satisfied:

  • The license is set to expire within 30 days or has already expired.
  • The status of the license is either Active or Expired.
  • The license is not a perpetual license.
  • The license is not inactive.

When renewing a license, a window similar to the following is presented:

If the license expires in 5 business days or has already expired, then a temporary license request will automatically be generated for you. In this situation, no POC approval is required. A confirmation window similar to the following will be displayed:

Hit OK to continue with the request.

After submitting this form, Appian Product Licensing will review the request. An email will be sent to the requestor after Appian Product Licensing reviews the request. Renewals require no POC approval.

Update License

This related action allows users to set the operating system, CPU count, Appian version (if the license is still on Appian 17.4 and Earlier), and the Inactive status for a license. This related action is only available when the status is currently Active or Expired.

If the operating system, CPU count, or version of the license change, then a renewal request for this license is spawned and sent to the Appian Product Licensing team for further review.

If a license is marked as Inactive, then it will be hidden from the record list and no renewal request is spawned. You will not be able to renew a license using the Renew License tab/related action after marking it as Inactive, but you can still request a license with that FQDN using the Request a License action tab.

Renew License

You can renew licenses in bulk for an organization using this tab. Similar to the Renew License related action in the Product Licenses record, a license is eligible for renewal if all of the following conditions are satisfied:

  • The license is set to expire within 30 days or has already expired.
  • The status of the license is either Active or Expired.
  • The license is not a perpetual license.
  • The license is not inactive.

The following is an example of what users will see when opening this tab:

Similar to the Renew License related action, if one or more of the licenses in the grid expire in 5 business days or have already expired, then a temporary license request will automatically be generated for you. In this situation, no POC approval is required.

After submitting this form, Appian Product Licensing will review the request. An email will be sent to the requestor after Appian Product Licensing reviews the request. The licenses you just requested for renewal will disappear from this form and will only reappear in one of the following scenarios:

  • The license renewal request is approved and fulfilled by Appian Product Licensing, the license is neither perpetual nor inactive, and the license either is expiring in 30 days or has already expired.
  • The license renewal request is denied by Appian Product Licensing (in which case, an email with details explaining why the request was denied is sent to the requestor).

Renewals require no POC approval.

Request New License

If requesting a long-term license for a site that either is not presently in Forum or is inactive, or if requesting a temporary license, perform the following:

  1. Open the Request New License tab and log in.
  2. On this form, submit the following information where applicable:
    • Reason for the license
    • The version of Appian (Appian 17.4 and Earlier/Appian 18.1 and Later)
    • The type of license (temporary, long-term, both)
    • The operating system (Windows or Linux)
    • The k/q output, depending on the version of Appian
    • The full computer name (if our system identifies that your k or q output does not contain a fully qualified host)
  3. POC Approval
    • If you are your organization's primary POC (point of contact):
      • Appian Product Licensing will review your request and provide you with the license or the next steps required to generate the long-term license. You will receive these steps in the form of a task on Forum.
      • If you requested a temporary license, this license will be provided to you attached in an email.
    • If you are not your organization's primary POC:
      • the request will first go to your organization's POCs who will have to approve this request. An email will be sent to you notifying you of this.
      • If a POC approves the request, the Appian Product Licensing will review the request and provide you the license or the next steps required to generate the long-term Product license.
      • If you requested a temporary license, this license will be provided to you attached in an email.
  4. If the long-term license request is approved, then an email will be sent to you confirming that the license will be available in 4-5 business days.
  5. As soon as the license is available, Appian Product Licensing will send you an email containing a link to the Product Licenses record where you can download the license.

Please note that generating the long-term license can take up to 4-5 business days.

Note: Please request a long-term license as soon as you receive your temporary license.

Licensing Tasks

This tab shows all tasks related to product licensing assigned to you. This includes POC approvals and permanent license requests. It is important to review these tasks frequently so that Appian Product Licensing can expedite your product license requests.

Additional Information

Thirty (30) days prior to a license's expiration date, Appian Product Licensing will email you notifying you of these licenses. After receiving this email, you can request renewals for the licenses listed in the email.

If those licenses are not renewed by five (5) days before the license is set to expire, Appian Product Licensing will email you again notifying you that these licenses are going to expire. In addition, a temporary license request is spawned for each unique OS/Appian version combination. Those temporary licenses will be delivered to your company's POCs.

If a license is left as expired for 30 or greater days, then the license is automatically marked as inactive and hidden from the Product Licenses record.

Installing a License

If running Appian 17.4 or earlier, review this document on installing a product license: Installing a License (17.4)

If running Appian 18.1 or later, review this document on installing a product license: Installing a License

Updating Licensing POCs

It is now possible for user registration administrators to update the POCs for product licenses. POCs can approve/deny product license requests and are also notified when licenses are going to expire.

To modify your company's POCs, perform the following:

  1. Visit the Accounts site in Appian Community.
  2. Open the Account record and go to Related Actions Update Licensing POCs.
  3. Add or remove users from your organization to this grid that you wish to be POCs.

Affected Versions

This article applies to all versions of Appian.

Last Reviewed: May 2018

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