Issue description   

A technician may be unable to view assigned Microsoft 365 licenses using ADManager Plus. This typically occurs when the necessary permissions are not configured correctly or when the service account used to connect to the Microsoft 365 tenant is misconfigured. As a result, the technician is unable to access or manage license-related information from within the product.

Possible causes   

• Insufficient permissions: The technician’s role may not include rights to view Microsoft 365 licenses.

• Incorrect delegation settings: The delegation profile may not be configured to view and manage Microsoft 365 license information.

• Service account misconfiguration: Issues such as an expired or incorrect service account password can prevent the system from retrieving license data from the Microsoft 365 tenant.

Prerequisites  

• Built-in admin access to ADManager Plus

• Access to update or reset the service account password in the Microsoft 365 tenant, if required

Resolution 

Step 1: Verify the technician's permissions   

1. Log in to ADManager Plus.

2. Navigate to Delegation > Help Desk Delegation > Help Desk Technicians.

3. Edit the affected technician’s profile.

4. In the Microsoft 365 section, ensure the relevant licenses are visible and checked.

5. Click Save Changes.

6. If the issue persists, proceed to the next step.

 Step 2: Update the service account password   

If the built-in admin cannot view the license, follow these steps to update the service account password:

1. Navigate to Directory/Application Settings > Microsoft 365.

2. In the Actions column, click the Edit Tenant Settings icon of the configured tenant and update the service account password.

3. Click Save.

4. Retry accessing the license data to confirm if the issue is resolved. If not, proceed to the next step.

 Step 3: Verify the service account role in  Entra ID

1. Log in to the Microsoft Entra admin center.

2. Locate the service account configured in ADManager Plus.

3. Verify that the account has the User Administrator role assigned.

Note: This role is required to access and manage user properties, including license visibility and assignment.

Tips 

• Regularly review delegation profiles to ensure the proper access is granted.

• Keep service account credentials up to date to avoid authentication failures.

• Implement least privilege access to maintain a secure environment.

How to reach support   

If the issue persists, contact our support team here.