Getting Started

Your first step in working with Service Desk is to confirm the Service Desk usage type you're licensed to use. Then you can begin configuring the appropriate desks to suit your business requirements.

Service Desk Licensing

The Service Desk module is licensed by:

• Number of Desks
• Number of Administrator users
• Number of Technician users
• Usage Type

License settings can be identified using the General tab in System > License Manager.

The usage type determines the level of functionality enabled in your Service Desk module. Currently there are two usage types available for the Service Desk module.

Usage Type 0

Available functionality:

• Full access to Service Desk operations: Tickets, Archived Tickets, Search All, Knowledge Base.
• Ability to edit pre-configured service desk definitions for the Standard desk and the Knowledge Base desk.
• Ability to configure:
  • Preferences by role and user
  • Note and message templates
  • Incoming email settings
  • Procedure variables
  • Policies
  • Coverage schedules and holidays

Usage Type 5

Available functionality:

• All Usage Type 0 functionality
• Ability to add and delete service desk definitions
• Ability to add and delete service desk stages and pools
• Ability to edit service desk procedures
• Ability add and delete service desk procedures

Configuration

The following pre-configured service desk setup topics apply to each usage type.

Topic 5993: Send Feedback. Download a PDF of this online book from the first topic in the table of contents.