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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.

Pre-Configured Desks

Usage Type 0

Usage Type 5

Setup Demo Service Desk

Setup Standard Service Desk

Setup Incidents Service Desk

 

Setup Problems Service Desk

 

Setup Change Requests Service Desk

 

Setup Knowledge Base