User Type options for USM Users who already had a provisional period

I'm sure everyone here who have transitioned or about to transition to USM know the model has not been thoroughly thought through and has significant loopholes. We will be converting in October (YIKES!). Can someone who has used the USM True-up page help me answer a scenario question?

Scenario: If a user was downgraded to Viewer (a true Viewer, not the "viewer" with ability to take a qualifying action), has already experienced provisional status and is later shared an asset with Commentor+ permission level, they are automatically upgraded to "Viewer" with the ability to take a qualifying action.

If that user then takes a qualifying action, they are automatically upgraded to Provisional Member where we (System Admins) would need to manage during True-up.

My question: Will this user have the Viewer option as a seat type to select during True-up? (i.e. will System Admins have the ability to downgrade users more than once)

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Account and User Management

User Subscription Model

USM

true-up

Provisional Member

Accepted answers

Georgie

Hi @Trang Turtletraxx,

Take a look here for the latest information: Understand provisional access.

System Admins can downgrade users as necessary, but users can now only be provisional members once. Once a user is downgraded, they only have the free seat type experience (Viewer or Guest) because they no longer have a paid seat.

Additionally, once a user is downgraded, they can only be upgraded to Member manually by a System Admin.

Hope that clarifies things!

Georgie

All comments

Georgie

Hi @Trang Turtletraxx,

It’s possible for System Admins to downgrade users to Viewer more than once. We have heard feedback on this topic and the team is looking into ways to help streamline and manage true ups. I would recommend following the Product Announcement Topic and the Release News page as there should be an update coming in the next month to help clarify this.

Hope that helps!

Georgie

Trang Turtletraxx

The recent article shows provisional members with a message "converts to paid next cycle". Is that a automated forced action? Or can we still downgrade the user to Viewer?

https://community.smartsheet.com/discussion/141734/new-true-up-page-improvements-are-live

Georgie

Hi @Trang Turtletraxx,

Take a look here for the latest information: Understand provisional access.

Additionally, once a user is downgraded, they can only be upgraded to Member manually by a System Admin.

Hope that clarifies things!

Georgie

Trang Turtletraxx

Thanks for sharing! They must have just made these updates. It's great they got this fixed, but now I have to go back and change ALL our communication and training materials again. So frustrating.

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