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INTERNAL - New Process for Verifying License Changes (Except Renewals)

To ensure accuracy and avoid potential issues with client estates, we’re implementing a new process for handling license changes (excluding renewals).

What’s Changing? Copied

• All license tickets with token/plugin modifications will require L2 verification before being sent to the requester.

Why the Change? Copied

• Incorrect token/plugin changes can have serious consequences for our clients’ estates. This extra step safeguards against mistakes.

Communication and Workflow Copied

For license changes (excluding renewals):

• Utilize a combination of Slack and Zendesk for communication and coordination.
• Resync Team will manage the new agent workspace flowchart, triggers, and macros.

Current Implementation Copied

• This process is currently being rolled out.
• For now, L1 agents will continue to handle license renewals (date changes only) to maintain workflow efficiency.

Questions and Concerns Copied

• Please reach out to your designated team leader for any questions or concerns.