Two Step Process to be performed by Citrix Service Provider(CSP) partner

1: Validate your Single Tenant Citrix Cloud accounts are linked correctly to the CSP Citrix Cloud account

• View linked ST cloud accounts: Documentation
• Link a ST cloud account: Documentation. Note: Single Tenant Customers not linked will not be consolidated. 
• Single tenant customers with more than one partner connection/link will not be consolidated. Please make sure there is a unique connection of the Single Tenant customers with you as a CSP. Follow the documentation to remove additional partner connections. 

2: Submit Request

Note : Please submit a single case per CSP Org ID for all the single tenant customers to be consolidate

Submit a case on the Partner support Center with the following details:

• Subject Line:  "Single Tenant Customers’ Consolidation under CSP OrgID ”
• In the Description section, provide below details: 
  • Citrix Service Provider(CSP) OrgID
  • List of linked Single Tenant Customers details:
    • OrgID
    • Citrix Cloud ID
• Select the Issue Type as "License Adjustment requests"

After case submission 

Upon receipt and validation of a completed request, the CS Level 2 team will adhere to a 5-business-day Service Level Agreement (SLA) for processing. Cases with missing or incomplete information will be returned to the requester via email for clarification. If a response is not received within 24 hours, the case will be closed, and a new request must be submitted.

License management after Consolidation is completed

Citrix Service Provider(CSP) partner need to assign licenses to their consolidated Single Tenant customers from their Citrix Cloud console by following the documentation here. 

Note: Post consolidation, if CSP finds their Single Tenant customers under “Cloud-Tenant customers”, they can be moved under “Single-tenant” customers list by allocating licenses to it. Read more.

Objective

This article outlines the process for Citrix Service Provider(CSP) partners to request the consolidation of their linked Single Tenant customers (Citrix Cloud accounts) under CSP owned OrgID. 

Readiness : As a CSP, prior to raising the consolidation request, please make sure to inform your all Single Tenant customers in advance.During the consolidation: 

1. The admins of Single Tenant customers would get an email notifying about the OrgId change from their existing ones to CSP owned OrgID. 
2. There will be configuration integrity with no downtime or impact to the users of the Single Tenant customers as a part of this process. 
3. Any active assets/licenses of the Single Tenant customers will be transferred from their respective OrgIDs to CSP OrgID. If any non-CSP licenses are currently assigned to Single Tenant customers, please instruct those customers to fully de-allocate them by following the instructions here.