Crow Canyon Systems,
Inc.
support@crowcanyon.com
LICENSING and NAMED SEATS
The
CCS Service Request program includes keys at two levels:
We
send you the full Global and Local License Keys upon purchase of the program. Note that the Trial Version includes
temporary License Keys that will expire on a pre-set date. The Trial Version is
limited to four Service Areas at the Global level and three Named Seat in each
Service Area.
To upgrade from the
trial to the full release, you simply enter the Global key in the Service Area
Manager and the Local keys in the License Utility for each Service Area. You
will not lose any tickets, data, or configuration settings when going from trial
to full release.
Service Area Manager (Global Key):
CCS
Service Request includes a Service Area Manager utility in the Service Area
Manager folder under the top-level Service Request folder.
This
is used to manage the global licensing and the number of Service Areas.
To enter the Global license, press the “Enter
or Update License” button, and then enter in the Key in the input box, then
Save and Close the Utility. BE SURE TO ENTER THE FULL KEY.
If you see gibberish in the left-hand pane’s
“This product is license to:” section, then the full key was not entered correctly
or the key is missing some information.
Please re-enter the full key. If the gibberish persists, then please
check with us to see if the key is correct.
The “Service Area
Manager” section (the right-hand pane) is used to set up Service Areas. This is
explained in more detail in the Service
Areas section of the Admin Manual.
License Utility (Local Keys):
CCS
Service Request includes a License Utility in each Service Area to manage
licensing and Named Seats at the individual Service Area level. The License
Utility is in the License folder under the Utilities folder in each Service
Area folder group.
License Utility:
To enter the Local license for the Service
Area, press the “Enter or Update License” button, and then enter in the Key in
the input box, then Save and Close the Utility. BE SURE TO ENTER THE FULL KEY.
If
you see gibberish in the left-hand pane’s “This product is license to:”
section, then the full key was not entered or the key is missing some
information. Please re-enter the full
key. If the gibberish persists, then please check with us to see if the key is
correct.
Named
Seats
“Named Seats” are the
staff members who are licensed to assign, modify, work on, close and otherwise
manipulate tickets. They also can run reports and add to the Knowledge Base.
The program is licensed by “Named Seats” and will only allow as many Seats as
were purchased.
Named Seats are added with the “Add new named
seat” button. They are removed by checking the box next to the name (after they
are added) and then pressing the “Remove” button.
Also, each Named Seat
can have two other rights: “Edit Work Log” and “Global Approver”.
The “Edit Work Log”
right means the Named Seat can go into an Assigned or Completed ticket and
modify the Work Log. Usually it is best to have one person designated to do
this so that misspellings or other mistakes can be corrected. Letting the full
staff do this means the Work Log can be modified at will, and that may not be
desirable if trying to track the history and processing of tickets by staff.
The “Global Approver” right means that
the Named Seat can approve a ticket (if the ticket requires approval) without
actually being the named Approver on the ticket. This is useful if the named
Approver on a ticket is not available or does not take action. The Global
Approver can move the ticket along by approving it, though caution must be used
to ensure the integrity of the approval process and that approvals are not
arbitrarily given out when unwarranted.