Why do I have more users than licenses?
Torii detects users even if they are not in the integrated ("managed") account. This includes users who have signed up for free accounts using their company email addresses. You can visit the app’s “Users” page to see which users have licenses (and which don’t).
Why do I have more licenses than users?
Many apps allow multiple licenses for each user. For instance, one Atlassian user may have licenses for Jira, Confluence, and BitBucket. It’s also possible to have purchased more licenses than you have users.
Why are there so many inactive licenses for this app?
- On the “Licenses” page, you can click on any inactive license count to see an exportable list of users with inactive licenses and the reason Torii marked them as inactive.
- There might have been a data source that reported Last Used Date but is no longer available, for example, an integration that you disconnected. Deploying the Torii browser extension can help fill in these gaps, even for apps whose integrations don’t provide a last used date.
- The integration has not been synced for a long time—check your integrations marked "Needs attention" and reconnect any integrations with invalid credentials or other errors. If you need help interpreting an integration error, please contact our support team.
Why doesn't this integration show all my license types?
Torii can only get license data via direct integration, so if some license types don’t appear, this is a limitation of the integrated app's API. Please note that some direct integrations don’t provide license data at all.
We know not all licenses are in use. Why does Torii show no inactive licenses for this app?
Torii might not have a data source for the app that reports the Last Used Date. You can deploy the Torii browser extension to provide a last-used date.
Why do some apps show no usage?
These apps do not have data sources that report usage. Relatively few integrations provide this data, so the most reliable source of usage information comes from the Torii browser extension.
Why does an app with 500 users only show 100 users in Torii?
The app is not integrated. For non-integrated apps, Torii might have partial data sources that can only identify users when they log in. If there is an integration available, please consider using it for a more accurate picture of the app’s users.
Why does Torii show apps that no one has ever used?
When users sign up for mailing lists or register for events via a form on a website, the browser extension might report this as creating an app account.
Why isn't an app I know in use appearing in Torii?
Users are logging in via unique credentials instead of SSO. If possible, consider enforcing SSO login for that app.
The browser extension is not deployed. Deploy the browser extension to identify more apps in your environment.
The app is not in Torii's app database (more common for internal and on-premises apps). For an on-premises or internal app, you can create a custom app and add users to it via a custom integration. For a SaaS app, please contact our support team to get it added to Torii’s app database.
Why does Torii show no active users for an app with mostly active users?
If the data sources for that app do not include usage, Torii will show no active users. You can deploy the Torii browser extension to provide usage data.
Why does Torii show 1,000 users when we only have 700 employees?
In Torii, a user is not an employee but a unique email address with access to at least one app. It is normal to have more users than employees because of shared and service accounts and contractors.
When viewing the user list in the app, we see an email instead of a name; However, when viewing the users on their own, it displays correctly.
Why does it happen?
This is the correct behavior:
- The Applications page >> Users tab shows the user as appears in the app. In the example below, the user does not have a name therefore only the email is displayed.
- The Users page itself shows the user details from multiple applications. Since we know the user name, Torii displays it.
The reason for this behavior is that the app could list a different name for the users than their name in other apps (for example: "Robert" in Asana and "Rob" in Google)
Why does Torii show our total expenses as too high?
This is likely because of your expense app's integration configuration. Configurations that might cause expenses to be too high in Torii include syncing expenses from too many accounts and including both main items and line items when only main items should be included. Please reach out to our support team for help configuring your integrated expense app.
Why does Torii show our total expenses as too low?
- The uploaded or integrated expense sources do not have access to all expenses.
- The expense matching rate is very low because of expense descriptions that don't clearly identify an app.
Please reach out to our support team for help configuring your integrated expense app.
Why does an app with $25,000 in expenses show none in Torii?
You most likely need to create or update a matching rule to associate these expenses with the correct app.
Why are some key fields in my integrated HRMS/SSO/IdP app not appearing in Torii?
Most fields are not synced by default. If you would like to sync a specific field (for workflow criteria, for instance), you can request it by contacting our support team.
I deployed the browser extension to all users via Chrome. Why do only a few users show activity?
The browser extension is likely in Authenticated mode but users have not signed in to allow it to report activity. You can use Torii to send an email to all non-reporting users to encourage them to authenticate the extension.
Why is the overall offboarding marked as completed by a user (john smith) when every offboarding method is automatic and should be marked as removed by us?
Offboarding will be marked as done if the user manually marks it from the user page Or automatically if the last app to be offboarded was done automatically by Torii.
In the above example, the user marked the offboarding process as done, then one or more actions were automatically triggered by Torii.
An offboarding mismatch between a user's number of Apps and the offboarding apps
Before starting a user offboarding process, the user had two associated applications (Jira and Attalisan).
However, when the Account manager pressed the "start Offboarding" button, the user had three apps (Jira, Attalisan, and Looker). Why the inconsistency?
In the "Active" user page we show only the apps with "active" status(and not deleted).
On the offboarding page and in the " start offboarding" popup process, we show all apps (active + deleted status).
Why does it work that way?
When we offboard users, we want to ensure they are removed from the specific app, for example, Asana.
They might stop using it via Google, but still be an active user in Asana, and log in via user_password.
Therefore on the offboarding page, we present all apps associated with these users, active or not.