Error: unable to manage licenses

Problem

When managing one or multiple users’ licenses, you can encounter the following error message and cannot proceed:

Explanation

This issue can have two different causes.  

First reason: delegation

The first and most common reason is delegation. As an operator, you can't perform management actions as you are not entitled to manage the license pool to which the user belongs. Even if the you can see that user in the “Active users” report, that user belongs to a license pool the you are not allowed to manage.  

Second reason: different license pools

The second reason for this error to occur is when, as an operator, you try to manage the licenses for multiple users belonging to different license pools. The bulk action can be executed only on users from the same license pool. 

Solution

To determine which of the two reasons it is, proceed with the following checks:

• If you are a Tenant Admin and your operators are experiencing this issue, go to: “Settings > Operators”
• If you are experiencing this issue as an operator, check your account by navigating to: “My Profile > License Pools”

Then, check which license pool the user belongs to from the “Active users’” report, reviewing the “License pool group name”.