How to create license requests
Software licenses are typically supplied by our administration team when an order has been placed. But certain events may require license maintenance or even a recreation.
In the past Lawo managed those requests via dedicated e-mail addresses like vsmlicensing@lawo.com or edgelicensing@lawo.com.
To simplify this workflow and to handle those inquires in a more transparent way License Requests can now be created in our Service Portal:
https://jira.lawo.com/servicedesk/customer/portal/20/create/159
After login the following page will appear which guides you through the needed information.
To make the process as efficient as possible we created a template that allows you to add all relevant information that is needed by Lawo to work on your request.
Please note that not all fields marked in purple are required but only the ones which are relevant for your product/ requested license.
Further information about the available fields and required information can be found below:
| Field | Usage |
|---|---|
| Product | Choose the product you would like to request the license for |
| Required by date | Choose a date until when the license is needed |
| Sales Order ID | In order to find your purchased license in our database we need to know your Sales Order ID. That should be added here |
| Seed (VSM) | In case you need a license for a VSM product copy and paste the seed into this field. Further information can be found here |
| Entitlement (Rivermax) | Please share your Rivermax Entitlement number here if available |
| System ID (HOME Passes/ HOME Apps) | In case you need a HOME Passes or HOME Apps license, fill in the HOME System ID. This can be retrieved here |
| Serialnumber (.edge) | Please add the Serial Number of your .edge card here. Available in HOME GUI |
| Serialnumber (Rivermax) | Please add the Serial Number of your Mellanox card here. Can be retrieved via the servers CLI. Contact Lawo Support for additional information. |
| Licence Ticket (Radio) | Needed for not yet activated Codemeter licenses (e.g. PowerCore, UHD Core, Vistool, etc) |
| CmContainer/USB-Dongle Serial Number (Radio) | Needed for already activated Codemeter licenses (e.g. PowerCore, UHD Core, Vistool, etc) |
| Description | Add a reasonable description for your request into this field - ideally specify the type of license you need The field can also be used for additional information. Every data that can help us create the new license is more than welcome. Useful additional information (depending on the product):
Please also indicate whether this is a request for a new licence or for the reissue of an existing licence. In case you want to request a test license please add this information into the description and send us your name and company information. |
Please add the information as text into the fields and don't add screenshots of seeds, serial numbers etc.!
Once the fields have been filled with the according information click on Create to open the ticket. If you are part of an organization you can choose to share the ticket with your organization so everybody who is part of it can also see the ticket.
Once the ticket has been opened you will receive feedback from our team. You can put additional comments into the ticket after it has been opened.
The previously used mail channels like vsmlicensing@lawo.com, edgelicensing@lawo.com etc. will be replaced by the new workflow and are now obsolete.