The ServiceDesk licenses that you purchased determine the number of people who can work in the ServiceDesk portal at one time. A license is consumed when a logged-on user has a ServiceDesk Process View page open to work a ticket for any of the ServiceDesk processes.
The ServiceDesk licensing is IP-based. Therefore, a user can run multiple instances of ServiceDesk on one computer but consume only one license.
When all the licenses are in use, the next user who tries to edit a ticket is denied access until a license becomes available.
A license is released in the following instances:
When a user closes a Process View page.
Note that it might take a few minutes for the license to become available.
When a Process View page is open and inactive for a certain amount of time, and the Web session times out.
IIS settings determine the timeout period.
Certain activities do not consume a license, as follows:
The user enters and submits a ticket.
The user is engaged in the ServiceDesk activities that are not related to a ticket.
For example, a license is not consumed when the user browses documents or reads a knowledge base article.
The primary contact has the Process View page open for any of the tickets that they submitted.
When your ServiceDesk licenses expire, the core functionality of ServiceDesk is no longer accessible.
Activities that you can still perform even after licenses have expired:
Primary contacts can open tickets.
Can view closed tickets.
Can run reports.
Can generate new tickets.
Activities that you cannot perform after licenses have expired:
Cannot work open tickets (of any type i.e. incident).
Cannot make changes to ServiceDesk Projects in Workflow Designer.