From install to first reclaim, end to end.

Before you start

You'll need:

• A Salesforce org with admin access (sandbox is fine for the dry-run)
• A claim code (request one from /contact)
• 15–30 minutes for the install + first policy
• An optional ITSM platform (ServiceNow / Jira SM / Serval / Freshservice) if you want to route decisions through tickets

Step 1 — Install the managed package

When your claim code is issued, you'll receive an email with two things: the install URL (pointing at the Salesforce AppExchange or a direct managed-package link) and a one-time activation token. Visit the install URL, choose "Install for All Users", and paste the activation token when prompted on first launch of the License Reclaim app.

The package adds a permission set (LR_Admin), a handful of custom objects, a scheduled Apex job, and a Lightning app with three tabs (Policies, Reclaim Cases, Savings Dashboard).

Step 2 — Configure your first policy

Open the Policies tab → New Policy. The guided form walks through the choices you need to make for this policy:

• License type — Sales Cloud, Service Cloud, Platform, Chatter Free, etc. Each policy targets one type.
• Inactivity threshold — number of days without login. Common starting point: 90 days for paid licenses, 180 for Chatter.
• Execution path — Manager email, ITSM ticket, or both. Start with email; add ITSM later.
• Grace period — how long a frozen user has to appeal before deactivation. Default: 14 days.
• Auto-freeze on timeout — if a manager doesn't respond, freeze automatically (yes) or hold for manual review (no).
• Dry-run — leave this ON for the first policy.

Save the policy. Nothing has happened yet — dry-run mode means no User records are touched.

Step 3 — Run a dry-run scan

Click Run Scan on the policy. License Reclaim queries your org, applies the 10-check safety gate to each candidate, and creates Warning Cases for the users that would be flagged. Open the Reclaim Cases tab to review the results.

Each case shows the user, their last login, what safety checks they failed or passed, and what would happen next (email sent, ticket opened, etc.) — all without any DML on the User object. Walk through the list with the team. Tune the threshold if the cohort isn't what you expected.

Step 4 — Go live with email approval

Once the dry-run looks right, edit the policy and turn dry-run OFF. The next scheduled run (or click Run Scan again) creates real cases and sends signed manager-approval emails. Managers click Keep or Revoke; the decision page records IP, user-agent, and an optional justification.

On Revoke (or on timeout if auto-freeze is enabled), the user is frozen. Frozen users have the configured grace period to appeal — a one-click reactivation link is included in the freeze notification email.

Step 5 — Connect ITSM (optional)

Once email approval is working, you can layer in ITSM routing. Open the Setup tab → ITSM Connectivity, choose your platform, paste your credentials, and map the ticket fields. The setup wizard tests the connection and confirms the webhook signature flow.

Edit any existing policy to switch its execution path from "email only" to "ITSM only" or "both". See the ITSM integration guide for per-provider setup details.

Step 6 — Schedule and forget

By default, the scheduled job runs daily at 03:00 in your org's locale. You can change the schedule from Setup → Scheduled Apex (the job is named LR_Scheduler). Once the policy is healthy, license reclamation runs on autopilot — manager emails go out, tickets are opened, decisions are applied, and the CFO dashboard updates daily.

What to monitor in the first month

• Reclaim Cases tab — daily check for any policy halts or safety-check blocks.
• Savings Dashboard — annualized run-rate and reversal rate. A high reversal rate (managers re-activating users you flagged) means your threshold is too aggressive.
• Audit log — LR_DeactivationLog__c records every decision. Export to CSV anytime for compliance review.

Getting help

Stuck on something? Contact support — we read every inquiry and reply within one business day.