Embedded Files
This screen lists all the licence request received from the website. By default the screen shows request that have failed to generate a request in SLM so that any errors can be corrected and the request can be prcoessed again.
Click Show All to view history of all requests received and processed in SLM.
Failed requests.
When a request from the website fails to save in SLM then it will appear in this screen. The reason the request is failing is shown in the processing errors field:
To fix those - update the Request body accordingly. Double click ion request body field to bring up the editor:
Once updated- clear the processing errors field and RCS will process that request again.
If there is insufficient information or the errors cannot be fixed- - click ignore and pass the contact details to the licencing team to follow up
Some common issues:
- The "contactEmail/ccEmail" is not a valid email address
update the email address (within the quotation marks), this is usually where the email is in a incorrect format
- The "reference" value "R34567" is not valid
The customer may have put an incorrect idenitifying reference. Search the customer in SLM and input the correct reference.
- "The email theweekresearcher@gmail.com is not known at this customer"
Update the email at the named customer with this new email address (or input an existing email from the customer to this request)
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