License Issues: DRMM License What-To-Do Guide

This document provides quick-reference steps for engineers when partners report license count issues in Datto RMM.

Note: If you create a salesops ticket and do not receive any action or response within 4-6 hours, please contact your manager so they can escalate it to the proper channels.

Common Scenarios

Scenario A: Partner Sees More Licenses Than Contracted

(e.g., 743 expected, 840+ showing) 
Steps:

1. Compare license counts in DRMM vs. Salesforce.
2. If discrepancy persists → escalate to Licensing SalesOps + AM.
   1. Today, we can achieve this via a Teams group chat where the L1 Engineer or Manager contact Marissa Pazienza or someone in her team such as Bob Hegseth and provide the SF account link and screenshots of available licenses in SF and DRMM.
3. See example ticket https://kaseya.zendesk.com/agent/tickets/6648135, where the Sales Ops team helped resolve the discrepancy. 
    

Scenario B: Purchased Licenses Not Showing in DRMM

(e.g., Partner bought +50 , payment cleared, no licenses in portal) 
Steps:

1. Confirm order in Salesforce (SO#/invoice).
2. Validate if provisioning sync occurred.
3. If not provisioned → escalate to Sales Ops + AM. 
    

Scenario C: License Limit Exceeded / Fewer Licenses Showing

(e.g., Partner entitled to 109 Express) 
Steps:

1. Check Salesforce entitlement (contracted license count).
2. Compare with DRMM license portal count + “in use” devices.
3. If under-provisioned or blocking → escalate to AM/Licensing Ops. 
    

Talking Points for Engineers

• “The license count in DRMM reflects active endpoints; stale agents can sometimes inflate usage.”
• “Contracts are tracked in Salesforce; what you see in DRMM should match unless a sync issue or pending renewal exists.”
• “Overage doesn’t immediately shut off service, but it should be corrected quickly.”

How to check for the number of licenses in Salesforce (DRMM example):

1. Go to https://kaseya.my.salesforce.com/home/home.jsp?source=lex
2. Log in with SSO credentials
3. Type the account name in the search box (eg. Alpha IT Solutions)
4. 
5. Hit “Subscriptions” 
6. Sort by product name
7. Check “Item Product Group Text”, “Effective Quantity” and “Active Subscription”
8. In this example, the PN has 1,562 DRMM licenses.