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Endpoint Management Community Blog

How and When Does ServiceDesk 7 Consume a License?

Created: 09 Mar 2010 • Updated: 19 Jun 2014 • 1 comment
AndyDrew's picture
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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.

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toca's picture

Is it possible to shorten the 5 minutes to maybe 2 minutes?

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