License consumption varies depending on the application, who logs in (user or customer), and which operations each person performs.
The following operations affect license consumption:
- Only the following Cherwell applications require a license:
- Desktop Client
- Browser Client
- Outlook® Add-In
- Under special circumstances, the CSM Portall might also require a license
- A user consumes one and only one license when logging into a license-consuming Cherwell application, regardless of the number of applications or instances of Cherwell that are accessed. In other words, a user can simultaneously access multiple Cherwell applications and multiple instances of Cherwell using one license.
Example: Andrew logs into CSM via his computer; Andrew consumes one license. Andrew then logs into CSM through his mobile device; Andrew still consumes only the one license.
- Customers logging into CSM Portal to view/edit their own records typically do not consume a license (example: A customer owns the record, is the requestor, and is associated with the record). Certain editing tasks require that the customer log in and consume a license. CSM notifies the customer when a license is necessary. Customers who do do not have rights to consume a license cannot edit the record.
- A customer logging into the CSM Portal to access someone else's records does not consume a license to view the record but does consume a license to edit a record. After a license is acquired, it is held for the remainder of the customer's session.
The following table shows license consumption by item:
|CSM Desktop Client|
|CSM Browser Client|
|Cherwell Mobile™ for iOS®|
|Cherwell Mobile™ for Android™|
|Cherwell Portal™||Sometimes (see People)|
|Cherwell® REST API|
|Import Utility (legacy)|
|Outlook Add-in Installer|
|User logging into a license-consuming application|
|User logging into a second license-consuming application|
|User logging into a second instance of a licensing-consuming application|
|Customer logging into the CSM Portal to view/create/edit their own record (Requestor/record owner)*|
|Customer logging into the CSM Portal to view someone else's record (not the requestor/record owner but has extended rights to manage another customer's records)*|
Customer logging into the CSM Portal to edit someone else's record (not the requestor/record owner but has extended rights to edit another customer's records).
Exceptions: Sometimes, a One-Step Action can edit another dustomer's records without consuming a license (example: Send an Email, Create a Journal, or Rating a Record).
|* Some Portal Sites and activities require use of a license. CSM prompts the customer if a license is required.|