ITSI does not show "premium features" after upgrade

[yannK]

Since upgrading to ITSI 4.9, the app reverted to the free version "ITEssential Work" (ITE-W) and most premium features are gone. This is because the ITSI license is now mandatory, or that the license-master was not properly upgraded.

[yannK · Accepted solution]

Symptom:  working ITSI and a License Master upgrade to ITSI 4.9 or later, or installed a new ITSI.

After the migration UI, the ITSI UI upgrades to 4.9, but most of the views are now disabled and flagged as "Premium feature", and the app is renamed "ITEsssential-Work" (ITE-W)
The reason is usually that: Since ITSI 4.9, if no ITSI license is detected, the product switch to the "free version" ITE-W.

Check if the 2 ITSI apps were properly upgraded on the license master.
see Install Docs

1. the 2 apps are SA-ITSI-Licensechecker and SA-UserAccess, they should be retrieved from the ITSI installer, and be on version 4.9 and 4.9.1 (or matching the installer app version of ITSI)
2. Then restart Splunk on the license-master to complete the app install
3. Then wait a few minutes and retry on the ITSI search-head. (if needed restart the Search-head too)

 

Check if the license master has a valid non-expired ITSI license.

1. On the license-master go to settings > licensing
2. Check for the non-expired licenses: "Splunk IT Service Intelligence" or a trial once, they have a "zero MB volume"
3. If you do have a license, please ask your Splunk portal admin to check on the portal for it, or reach the Splunk sales team to verify that your account has indeed a license for that product.