Users Pending - Provisioned users with errors

Overview

The Pending page (under the Users tab of the admin menu) is a collection of all users in an organization that have been granted access to the Acrobat Sign product entitlement in the Adobe Admin Console but are not yet active users in the Acrobat Sign environment.

Typically, when administrators add a user to their Acrobat Sign product profile in the Adobe Admin Console, a user is created in the Acrobat Sign environment and is emailed an invite. Once the user accepts the product invite, they have full access to the Acrobat Sign features. Users who successfully complete their activation into the Acrobat Sign account are listed under the Users tab on the Entitled submenu page.

However, some circumstances can delay or complicate the user activation, such as pre-existing user profiles in the Adobe system that conflict with the Adobe Sign entitlement or users that haven't accepted the email invite. All users that have been successfully added to the Acrobat Sign profile in the Admin Console but aren't yet fully activated in Acrobat Sign are listed under the Users tab on the Pending submenu page.

How it's used

Administrators should regularly check the Users > Pending page when users are being added to the system. Particularly be aware if the users added are likely to have existing Adobe accounts. For example, a company that is collecting multiple individual accounts into a consolidated enterprise account. 

When reviewing the Pending page, there are four columns per user record:

• Email - The email address of the user as entered in the Admin Console.
• Status - The status of what the system believes the user should do next.
• Resolution - The specific next step to resolve the status issue. The resolution is directly tied to the Status.
• Date Assigned - The date the user was added to the Acrobat Sign product profile and generated the pending status.

Each status has one dedicated resolution:

• Status: Contact Support
  • Resolution: Please contact the support team
  • This type of entitlement conflict is not something the customer admin can address, and the Acrobat Sign support team should be contacted. Please provide:
    • The Email address of the user with the issue.
    • The Status comment from the Pending page.
    • The Date Assigned from the Pending page.
• Status: Pending user consent
  • Resolution: Please ask the user to act on email.
    
  • This error indicates that the provisioning process started successfully, but the user has not yet accepted the emailed invitation. Once the user accepts the invitation, the user should move from the Pending page to the Entitled page.
  • To resend the invitation email, you must remove the user from the product profile and re-add them.
• Status: Temporary product assignment issue
  • Resolution: Remove and Add user. If problem persists, contact support.
    
  • The customer administrator should first attempt to remove and re-add the user to the Acrobat Sign product profile. In most cases, this can correct the issue and move the user from the Pending page to the Entitled page. If re-adding the user does not correct the issue, contact the Acrobat Sign support team. Please provide:
    
    • The Email address of the user with the issue.
      
    • The Status comment from the Pending page.
    • The Date Assigned from the first attempt to provision the user.
    • The Date Assigned from the current Pending page.

Filtering and pagination

By selecting the Show Menu icon, you can select options to filter the content on the page and adjust the number of records displayed per page.

Administrators can set the filters to display all statuses or individual statuses:

• Show All Users - All user records are shown.
• Show Users Needing to take Action - Only users with a status value of Pending user consent are shown.
• Show Users Needing Support - Only users with a status value of Contact Support are shown.
  
• Show Provisioning Errors - Only users with a status value of Temporary product assignment issue are shown.
  

Additionally, administrators can select between 15, 30, and 50 records displayed per page.

Searching for a specific user

The Search with email input box can be used to search for a specific user by entering the complete email address you are looking for.

Configuration

Availability:

The Users - Pending admin tab is exposed by default in the Acrobat Sign web interface for Acrobat Sign business and enterprise accounts.

The Users > Pending tab can be accessed at the account level only. The group-level Users tab only reflects the enabled users that have a membership with the group.