Smartsheets new User Subscription Model True Up Page is horrible

calebsgardner

If you are going through the true up you are going to want to read this experience. Lets face it, no one is really happy about the new Smartsheet licensing model. It's costing all of us more money and that sucks. It took some time but I eventually got past it, we went through and figured out who would need a license when this change goes into affect and who wouldn't. Well, in January we renewed and it went into affect. With that came this new "User Types and True-up" page. What they did… instead of making all non members a "viewer," they made them provisional members (I have no issue with). Then basically said you have 60 days to convert these to viewers or pay the difference in the true up. Okay cool. we know the people we need to convert so we will just add those people as a licensed user in Okta (because we have SCIM provisioning turned on) and we will be set. NOT SO FAST said Smartsheet and this new page. Smartsheet said, I know we can see your orgs current users on your page BUT for this true up portal, we don't care about that, we are going to pull a report from anyone thats ever created an account with your domain and add them to this provisional member true up page. Meaning, anyone that previously worked at our company or that no longer even had access to Smartsheet anymore, they are now on this provisional member list. If someone created an account before we ever had Smartsheet, they are now on this list. Is this the worst part? absolutely not. Okta, and the SCIM provisioning they pretty much break. We have to make a change here, go to Okta, remove them from all the groups (1 by 1 because Okta doesn't have a bulk remove), once they are removed then their account is removed from Smartsheet, THEN we can add them back in Okta and their account is rebuilt to fix what this is breaking. We went through and did all this work and got our "true up" down to about 400. Today when logging in, it undid all of that and our true up is back up to 1500 people. On this true up page you can't do more than 20 actions at a time and the actions you do, may or may not keep. This is one of the worst experiences I have ever had with a software company. Your bill more than doubles and THEN you are given a lot of work that you have to do or it will go up even more and THEN that work doesn't even work.

In short, if there was a way to just turn off this stupid true up portal and we could add the people we wanted to be made a member and the rest can be viewers it would be done in about 60 seconds via Okta.