What's the process to handle duplicated cloud license server/accounts?

Issue

The users may run into situation with more than one cloud license servers active for registration, when they purchased license online, and created duplicated accounts, or sometimes production license server was created in addition to previous trial one.

Solution

To avoid the confusion and streamline the process, one user should have one account only, and each account should contain one single cloud license server only.
The duplicate accounts need to be merged, and the cloud license server other than the default one should be obsoleted.
The principle is the existing cloud license server should be preferably used if possible.

Process

Scenario 1: When operation team found out there were duplicated accounts created

Steps:

1. Confirm there is a newly created duplicate account and cloud license server
2. Check if the customer had already registered a device on the newly created account/license server:
   1. If no device has been registered > then it’s a simple fix : Ops follow the regular process to fix the duplication and send the customer a new registration code and unique account name.
   2. If the customer already registered devices on the newly created account/license server

• Merge the newly created account into the old account (very critical step as we want to keep the old license server as default). The result of the above step would be: 1) New licenses on duplicate account moved to old account;  2) We will now have 2 active cloud license servers on old account with devices registered to both CLS
• Ops creates a case for GSS to move devices from new CLS to old default CLS and obsolete the newly created CLS.
• Ops informs the customer of their unique account name for future purchases.

Scenario 2: User created case with multiple cloud license servers involved

Steps:

1. Confirm there is a newly created duplicate account.
2. Create a task for Operation team (Customer Service) to merge the duplicated accounts.
3. Once the merge is done:
   1. Close the case, if there was no device that required GSS to move around to another license server.
   2. If there were devices registered to both cloud license servers: work with customer to move devices from new CLS to old default CLS and obsolete the newly created CLS, and inform customer the registration code with the old default CLS.

Caution: 

• Do NOT obsolete the default CLS on the destination account as we won’t be able to issue CAS licenses from the account anymore.
• How to tell: 
  • Both CLS are tagged as default hosted server when you view FNE servers > to determine the actual default hosted server ID, you have to navigate to account view: the Default Hosted Server ID is listed there.