The only time a ServiceDesk 7 license is consumed is when both the following conditions are met:
- The Process View page for an existing ticket is opened in any of the ServiceDesk ITIL processes i.e. Incident, Problem, Change, Release and Knowledge Management.
- The User who is logged on is not the Primary Contact (this allows End Users to open and review the status of tickets they have submitted without consuming a license).
Submitting a ticket, looking at reports, searching and reading items in the Knowledge Base does not consume a license.
When a license is consumed it is held for about 5 minutes after the Process View is closed.