Service Manager License Management

Last modified on 2022/05/28 10:53

  • This document is intended exclusively for customers using the Service Manager on-premises version.
  • In the SaaS-based version, license management is integrated in the service offering and does not require the sending of a license file.

A Service Manager license indicates the list of menus a company can access and the associated restrictions for a given account, e.g. 40000, 50004, 50005. It takes the form of an encrypted text file.

  • It is validated when Service Manager is accessed. Users will be unable to log in if the account number read in the license does not correspond to the actual account number of the company.
  • The Service Manager license must be updated:
    • When Service Manager is installed for the first time, to activate all the menus available to the the company and to grant usage rights on each workstation where Service Manager is installed.
    • When usage conditions are modified after installation of the software, e.g. new menus, additional concurrent user connections, etc.
  • License usage rules are defined to determine the number of licenses used when users log in to Service Manager and Service Apps.


  • To perform the first installation of the license, you should use the login and password of the ADMINEZV / ADMIN system account. This enables you to access the Administration menu alone.
  • The name of the license file depends on the Service Manager database for which the license should be integrated.
             example  50004.txt file is intended for production database 50004.


  • You must delete the space in the data entry field before pasting the contents of the license file.
  • The login and password fields are case-sensitive.

Service Manager license usage rules

  • EasyVista identifies users as being one of two licensed types:
    • Front Office: These are Service Apps users whose profile gives them access to only the My Data and My Department menu entries. Front Office users who do connect to Service Manager through Service Apps will not consume a Service Manager (Back Office) license.
    • Back Office: These are users whose profile gives them access to additional menu entries beyond My Data and My Department. Back Office users who connect to Service Manager will consume one Service Manager license.
  • The same rules apply when a user of each of the above types connects to Service Apps.
    • Users with a Front Office profile type will not consume a license when they execute an app, even if the app contains data sources linked to Service Manager and pointing to a Back Office module or menu.
    • Users with a Back Office profile in Service Manager will consume a license when they edit or run an app containing one or more data sources linked to Service Manager, even if these data sources only point to My Data and My Department menus.
  • Special cases:
    • A license is not consumed when Back Office users are viewing the App Gallery. A license is only consumed when a Back Office user is either editing the design and layout of or launches and uses an app.
    • A license is linked to the unique combination of "User Login + Device IP Address". One license will be consumed by each unique combination of "Connected user + IP address of the device used".


      • A user connected to Service Manager on his workstation and to Service Apps on his smartphone will consume 2 licenses. This is because each equipment / device has its own IP address.
      • A user connected to Service Manager on his workstation and to Service Apps on the same workstation will use one license. This is because the single device uses the same IP address for both connections.
  • When an external Web service is called (SOAP / REST), no license is consumed because it uses Front Office access while the service is being used.
  • The other parameter {ADMIN} Authorize multiple connections does not have an impact on the Service Manager license usage.

Best Practice

  • The default session timeout can be adjusted from its default value of 6000 second to a lower value to automatically logout users who are no longer actively using one of their sessions, using the other parameter {ADMIN} Session timeout (in seconds).
    • The default value is equal to 6000 seconds or 1hr40min. 
    • If you specify a value that is too high, this will increase the number of concurrent connections and may prevent new users from logging in.
  • In order to display used licenses over a given period, select Administration > User Activity > Licenses Used in the menu.

Characteristics specific to versions 2016 and earlier

  • The Service Manager license grants usage rights of menus that are defined via the business modules acquired by the company.
  • The Licenses Management in versions 2016 and earlier lists all the business modules activated. Open url.png See the screen.
  • You can also view information on the active license in the Home page of the Administration menu.

Screens description

Installing the license

  License - Integration.png

Menu access: Administration > Licenses > Integrate License

The screen contains only one field in which you should paste the contents of the license file. Click Integrate to install the license.

Information on active licenses

      License - My account.png

Menu access: Administration > Licenses > Active Licenses

Account Information: Information on the logged-in user.

Access: Informations sur les accès à Service Manager.

Information on used licenses on a given period

      Licenses used.png

Menu access: Administration > User Activity > Licenses Used

Connected: Number of users currently connected.

Maximum Number of Connections: Maximum number of concurrent user connections. Open url.png See License usage rules.

Week start on Sundays: Used to indicate if the week starts on Sunday (box is checked) or on Monday (box is not checked).

Day / Week / Month: Period used to display the data on a day, a week or a month.

Previous / Next: Used to display data on the previous or the next period.

  • Click Today to reposition the period on the current date or click Calendar icon.png to select a specific date.


  • Hover the mouse over the chart to display an informative hint. It will display the connexion information of the selected day.
             Licenses used - Hint.png
  • Zoom on the used licenses in to a specific period: Hover the mouse over each end of the lower chart Licenses used - Period limit.png, then drag the Cursor double arrow icon.png cursor to the left or right to specify the exact period you want.
             Licenses used - Zoom.png


How to install a license

1. Select Administration > Licenses > Integrate License in the menu.

2. Copy and paste all of the contents in the license file in the field called Copy the License Text in the following Window.

3. Click Integrate.
The following message, The license has been integrated successfully will appear at the end of the operation.

Caution: If the following message, The license integration failed is displayed, check that you have correctly installed the license. Open url.png See the procedure below.

How to correct an error when installing a license

1. Check that you installed the license for the correct database. Note: The name of the license file depends on the Service Manager database.
         example  50004.txt file to be installed for production database 50004.

2. Check that there are no spaces before and after the encrypted string.

3. Check that you have copied the entire encrypted string.

4. If the problem persists, the license file may be corrupted. Please contact the EasyVista Technical Support team to obtain another license file.

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