How are Service Desk Manager licenses used?

Document ID : KB000117974
Last Modified Date : 22/10/2018
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Question:
How does Service Desk Manager determine which users consume a license? Can this be adjusted?
Answer:
A Service Desk contact consumes a license if they have an Access Type assigned that has the "Licensed?" option selected:

User-added image

By default the "Employee" and "Customer" Access Types are not licensed, so will not consume a product license.

Unlicensed users will be only able to view their own personal data, they won't be able to view information pertaining to any other user that exists in Service Desk (they won't be able to view other contact's cases, CIs, etc).
Additional Information:
Additional Information on Access Types is located here:

https://docops.ca.com/ca-service-management/17-1/en/administering/configure-ca-service-desk-manager/how-to-set-up-the-data-partition/create-an-access-type/