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
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Usage Type 0
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Usage Type 5
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Setup Demo Service Desk
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Setup Standard Service Desk
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Setup Incidents Service Desk
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Setup Problems Service Desk
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Setup Change Requests Service Desk
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Setup Knowledge Base
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