Q: Which admin roles must be assigned to service accounts?

A: The necessary administrative roles for read-only access by service accounts are "Global Reader" and "Report Reader".

Q: Can I remove the global admin role to the admin user?

A: Yes, you can check the article that outlines the necessary roles to remove the global admin role from the admin user: How it works: CoreView Admin Account.

It should provide step-by-step instructions on how to make the changes in your system.

Q: What are the steps to add new Microsoft license types to a License Pool?

A: To add a new Microsoft license type to a License Pool, follow these steps:

1- Click on Settings 

2- Select "License Pools".

3- Click on "Manage Pools" and 'Edit pool configuration'.

4- Select the SKUs tab.

5- Find the new license type and add the new license type to the license pool configuration.

    This will make the new license type available for allocation within the License Pool.

Q: Can I reset the password of the service accounts?

A: Unfortunately not but you can activate the automatic password rotation to have them rotated every so often, but can't change it manually.

Please check this article for more details: Enabling Service Account Password Rotation

Q: How do I change the language in CoreView?

A: To change the language, follow these steps: click on your initials in the upper right corner, select "My Profile," and then select your preferred language from the language dropdown menu.


Dashboard & Reports

Q: What is the meaning of an "Inactive" license on a UserCard?

A: When a license is marked as "Inactive" on a UserCard, it indicates that the license has not yet been used for any activity in any workload. Once a user's activity is tracked in any of the workloads associated with the license, the license status will be updated to "Active". However, the "Inactive" status does not prevent the user from using the license, as they are still able to utilize its associated features and functionality.

Check this article for more details: Troubleshoot Active Users (License Usage) data

Q: For reports like "savings opportunities" that display monthly snapshots, at what point in time are these snapshots captured?

A: The snapshot is taken on the last day of the month and displays data up to that point. For the current month, the data displayed will be from the last import.

Q: If I recreate the license pool, will the savings opportunities be recalculated?

A: Yes, the saving opportunities report will be recalculated.

Q: How do you define the column active plans?

A: The calculation logic for active plans is similar to that of license optimization. You can refer to this article for more information on how the activity is calculated:

Q: How do you determine if a user is active in Exchange online?

A: To determine whether a user is active in Exchange Online, you can check the attribute called "Last Exchange User Action." This attribute records the last time the user performed any Exchange Online activity, such as sending an email or updating a calendar event. For more information on how to use this attribute to determine user activity, please refer to this article:

Q: How to export report? 

A.: The export function for reports is available under the 'Actions' option, located in the upper right corner. You can download the report in the format of your preference: Excel, CSV, PDF.

Q.: Can you please advise how I can edit scheduled reports created by another operator to add another notification user? And, is there a way to delete the report scheduled by another operator? 

A.: You can only edit the scheduled reports that you have created. For reports created by other operators, you are not permitted to edit or delete them. However, you can duplicate them and then add or update the notification email.

Q: We are observing different total counts of active licenses in the Subscriptions Center compared to the MS Admin Portal. We've identified that the discrepancy is due to the licenses that are in 'warning' status. Why does CoreView consider them?

A: CoreView counts licenses in the 'warning' status as active since they can still be utilized for an additional 30 days. Microsoft, however, does not count them, primarily for commercial reasons.

Q: Why doesn't the message trace report return the expected results?

A: If you have the authority to manage the V-tenant(s), please ensure that the sender and/or recipient is part of your V-tenant(s). Also, bear in mind that the search is limited to the last 10 days, and it's not possible to search solely by domain when a V-tenant has been applied.


Q: Is it possible to edit the request message for a Predefined Policy playbook?

A: No, it is not possible to modify the request message for a Predefined Policy playbook. However, you can create a custom policy and set up a custom message for your specific needs. This will allow you to tailor the message to fit the context of your use case.

Q: What role do I need to create a custom policy?

A: To create a custom policy in CoreView, you need to have the Tenant Admin role.

Q: Can you select a historical data point and see the data from that time in the Matched Items Over Time widget from a playbook?

A: No, we capture the number of matched events each month, but there is no historical snapshot of the data itself. It is only possible to see the number of matched events from previous months. For example, it can be said that 6 months ago there were 32 empty teams, but it is not possible to see which teams were empty at that time. 

Q: Why there're no matched items over time present in my playboooks?

A: This is to be expected for newly created playbooks. The exlanation is provided in the 'i' icon next to 'Match Items Over time':
"Allows you to see progress or compare snapshot of matched items by policy that is captured at the end of each month."

Q.: How to set a playbook policy as public?

A.: To set a playbook policy as public, you need to click on 'Manage Playbook', then select 'See Details' for the individual playbook policy, and enable the 'Set as Public' option.  


Q: How do I add an alias to a mailbox?

A: You can add an alias email address to a mailbox by using the "Edit Mailbox" action and navigating to the "Email Addresses" tab.

Q: What role is required to create custom action?

A: To create a custom action the Tenant Admin role is required. 

Please see more information on how to create a custom action:

Q: I can't change the license pool for a user using the Manage License action.

A: If you are unable to change the license pool for a user using the "Manage License" action, it may be because the dropdown menu only allows operators with TenantAdmin or GlobalLicense roles to assign licenses from a different license pool. To change the license pool value for a user, you need to change the value of the discriminator associated with the user's license pool. For example, if the license pool is configured by city, you will need to change the city value associated with the user to change the license pool.

If you are a normal operator, the dropdown list will only contain the license pool you have been assigned to manage. If a user belongs to a different license pool, you cannot change the value of the dropdown menu to allocate a license from a different pool because you do not have the necessary permissions to do so.

Q: How can I create a Teams Group?

A: From the left menu, select Actions > Management actions.

  • You can the filters to find your action or use the Search box. 
  • Select Create Teams Group, fill the required information and proceed with the action.

Q: Can I delete a published custom action?

A: The custom action can be deleted when the state is either Draft or Submitted. However, once the custom action has been reviewed, it cannot be deleted. The submitted custom actions can be disabled and will no longer be visible.

Q: When configuring the auto-reply, I am unable to see the message that I have configured. 

A:  We do not display the message that has been configured. However, we do display whether it is enabled, disabled, or scheduled. Additionally, the message can be overwritten by adding a new one.

Q: What are the correct format for fields available in the Add Permission action in the workflow?"What is the correct format for the fields available in the 'Add Permission' action in the workflow?

A: Correct format are shown below:

  • automapping: True or False
  • accessRight: FullAccess, SendAs, or other specific access right (string value)
  • grantSendOnBehalfTo: True or False
  • sendAs: True or False

Q: Is it possible to add multiple users to a distribution list without having to add each user individually?

A: Yes, it is possible to leverage the 'Load from CSV' option to add multiple users at once.

Q: I am getting the error 'Sorry, you can not manage at the same time users from different license pool', what can I do?

A: This issue can have two different causes:

  • The first (and most common) cause is delegation. Operators may encounter an error when attempting to manage licenses because they are not entitled to manage the license pool that the user belongs to.
  • The second reason for this error to occur is when operators try to manage licenses for multiple users belonging to different license pools

For more details on this issue, please refer to this article:  Not able to manage licenses error

Q: I created a custom action and it has been approved. Why can't I see it in the Actions or in the workflow?

A: Custom actions must be published to be visible in the Actions and workflows. After a custom action has been approved, it's not automatically published. You need to manually publish it for it to be visible in the Actions and workflows.

To publish a custom action, follow these steps:

  • Go to the Custom Actions page.
  • Find the custom action you want to publish.
  • Click on the "..." button next to the custom action and select "Publish."
  • After publishing the custom action, you should be able to see it in the Actions and workflows.

Q: How can I modify the usage location of users using the Manage License feature?
A: You can modify the usage location of users without assigning a license by using the Manage License feature in CoreView. This action can also be performed in bulk, which can save time when updating multiple users.

To modify the usage location for a user or group of users, follow these steps:

  • Go to the Actions > Manage License
  • Select the user or group of users you want to modify.
  • Select the Usage Location from the dropdown menu
  • Click on 'Assign location unconditionally'
  • Click Next and complete the action.

Q: How can I create a mail enabled Security Group?

A: To create mail enabled security group you can use the action 'Create Distribution Group' and check the option 'Mail Enabled Security Group'.

Q.: Upon enabling the auto-reply feature via the 'Configure auto reply' action, there's no option available to set an end date. Although the end date is preset in the task execution notification, the auto-reply function remains enabled even beyond the end date indicated in this notification.

A.: This behavior is expected. The cmdlet/API call that is invoked when Out of Office (OOO) is enabled returns this result (i.e. it is not "scheduled" with an end date). The value is reset daily.

A.: What is the difference between the admin management actions "Manage Service Plans" and "Manage Licenses"?

Q.: The "Manage Service Plans" action enables or disables service plans, either individually or all those associated with a SKU, while the "Manage Licenses" action allows for assigning or unassigning licenses to selected users, specifying the CoreView license pool to be used. Therefore, the main difference is that the "Manage Service Plans" action allows you to manage individual service plans within a license for multiple users. For instance, if you need to activate Teams for all users, regardless of the assigned SKU, you can use the "Manage Service Plans" action to enable Teams for those users who have Teams included in any of their assigned licenses. If Teams isn't included in their licenses, no changes will be made. On the other hand, "Manage Licenses" will always assign a license to enable Teams for the target users.

Virtual tenant

Q: Operators can't see Guest Users
A: If the operator belongs to a virtual tenant, that might be expected. In order for operators to see guest users in the virtual tenant, an additional filter needs to be added. The filter can be either 'Login name (UPN) contains #ext#' or 'Recipient type details equals to GuestMailUser'. It's important to note that adding this filter will allow operators to see all guest users.

Please note that if V-tenant has a filter for 'Users' set on domains, then a separate V-tenant must be established to enable an operator to view guest users. If not, setting domain filters on 'Users' and a delegation filter to view guest users under the same V-tenant will lead to the operator only viewing guest users. Both V-tenants should be assigned to the operator; they will be in a 'union' which allows the operator to view tenant users filtered by domains from one V-tenant and guest users from a different V-tenant.

Q: Is it possible to filter call queues for delegated management, and if so, how it can be done?

A: Call Queues are filtered by matching the user delegation filter with the resource account assigned to the Call queue. If a resource account is not assigned, the queue will be visible to all users.

Q.: Can we use a complex field such as 'Managed by' for groups as a V-tenant filter? 

A.: This particular field is not a simple type, such as a number, date, or string, but rather it's a "complex object". Searching within this field could pose performance concerns, and the results might differ from the user's expectations. For the same reason, we do not include this filter in the report. Instead, we opt to duplicate part of this object into its own column, namely "Owners". Each time we work with these objects (recognizable by their format, such as containing curly brackets) within V-tenant, we may encounter issues, so it's wise to avoid this.

Q: We have established group delegation filters in the V-tenant, but it seems they are not being adhered to, as the operators authorized to manage this V-tenant don't see the filtered distribution groups.

A: Please also verify if the 'Filter Group by Owner' option is enabled under My organization settings . This feature filters the groups by the owner, taking into account the filters set for users. Both filter criteria must be satisfied.

Q.: Why do we see different results in the 'Devices and Windows Autopilot Devices' reports versus the 'BitLocker Keys and Intune Devices' reports when a V-tenant with only user filters is applied?

A.: The V-tenant filters these reports by design in the following ways:

  • 'Devices and Windows Autopilot Devices' reports return both devices with and without registered owners when only user filters are applied in a V-tenant. So, in this case, you'll always see devices irrespective of whether they have registered owners.
  • Conversely, 'BitLocker Keys and Intune Devices' reports do not return devices without registered owners when only user filters are applied within a V-tenant.

Q.: I have created a Virtual tenant settings the domains and group filters under Users tab, but once I applied the V-tenant I cannot see any user. I was expected to see all the users that satisfied domains filters as well as users from the groups with a filter set on Groups. 

A.: The behavior seen in the virtual tenant is by design. The domains filter under Users tab applies to all of the other filters you apply under 'Users' tab on your virtual tenant: users filtered by the domains filter and users filtered by delegation filters as well as users filtered by group filters.

The expected behavior can be achieved by adding a delegation filter to the virtual tenant on the 'domains' field.
License Pool

Q: How do I add newly acquired Microsoft license types to a License Pool?

A: Follow these steps to add a new license type to a license pool:

  • Click on Settings > License Pool 
  • Click on Manage Pools > Edit Pool Configuration 
  • Choose the tab 'Select SKUs'
  • In the screen find and select the new license type you want to add and Save.

Q: Is it possible to create a virtual tenant based on a license pool?

A: It is possible. To enable this option, follow these steps:

  • Go to Home > Settings > Organization Settings > License Pools.
  • Enable the 'License Pools Virtual Tenants' option.
  • Then, go to Home > Settings > License Pool > Manage Pools > Create Virtual Tenant from Pools to access the feature.

Permission Group

Q: I created a custom action, but my operators who are allowed to see custom actions can't see it. Why?

A: When you create a new custom action, it's not automatically visible to operators who belong to a permission group. To make the custom action visible to operators, you need to add it to the permission group.

To add a custom action to a permission group, follow these steps:

  • Select Settings > Permission 
  • Find the permission group you need to add the custom action to 
  • Find the custom action you want to add to a permission group.
  • Select the Management Actions tab, add the new custom action and click Save

After adding the custom action to a permission group, the operators in that group should be able to see and use it.

Q: I have access to Message Trace but I can't see it, why?

A: To view the Message Trace feature, it is necessary to have the audit role assigned to your operator. Please check your profile to confirm whether the audit role has been assigned.

Operator Authentication

Q: Operators who aren't assigned to any V-tenant or permission group receive an error upon login stating, "Sorry, this access is forbidden to you. Your account is not part of a virtual tenant and/or does not have configured permissions. Please contact a tenant administrator to configure it correctly." Why is this?

A: This may be because the 'Enable Secure by Default' option under 'My organization settings ' has been activated. This setting prevents operators who have not been assigned a V-Tenant and/or Permissions from viewing any information or performing any action in an environment where a V-Tenant and Permissions are configured.

You can more find more details about this option in the Understanding CoreView Tenant Configuration Options article.


Q.: I have included a 'Retrieve Data from Object' action in my workflow to get the 'domain' based on the 'OnPremisesSamAccount' for the target user, but it's failing. Why is this happening?

A.: Please refer to the following data reference for the input list in order to obtain the required properties: 







Mail contact


Distribution group


Security Groups


Office 365 Group




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