KKB #: KKB000797
I have installed Kaseya Service Desk. I now experience limited logon availabilities for my Master Role VSA users after Kaseya Service Desk (KSD) was installed. Why is this?
The KSD installer adds the “Service Desk Administrators” Role Type to the “Master” User Role. This is done so that Master Administrators will have full access to KSD immediately after KSD is installed. However, this means that the number of users with the Master User Role will be governed by the number of SD Administrators that are licensed (commonly 1 concurrent SD Administrator).
This works okay in environments where just a few people use the Master role, and the bulk of their users use a different User Role, however, many installations have the Master Role assigned to many/all of their users, so they run into the SD Administrator license limitation immediately after installing KDS.
IF KSD MODULE ALREADY INSTALLED:
- Submit a ticket to Kaseya Support at portal.kaseya.net and a Service Desk specialist will resolve the issue by temporarily raising the SD Admin licenses so that Resolution Method A can be performed.
RESOLUTION METHOD A (To be done beforehand of KSD installation - More Recommended)
The “Master” User Role should be reserved for only a few users. (Making all Users “Master” is like making every User on a Windows Domain a Domain Administrator – it is not good practice).
Instead, create another User Role, i.e.: perhaps called “Technician.”
This “Technician” User Role can be configured with appropriate access to the VSA, and they can associate the “Service Desk Technicians” Role Type which will allow them to configure access to all of the options in SD which would allow a technician to work tickets. Most of their Users should have the “Technician” User Role and NOT the “Master” User Role.
For those few users that actually need to administer/configure SD, they have two choices:
1) Leave the “Service Desk Administrator” Role Type associated with the “Master” User Role, or2) Create another User Role called “Service Desk Administrator” and associate the “Service Desk Administrators” Role Type this Role. This User Role would only be associated with only those few Users that administer SD.
If the VSA Administrators need more than one concurrent “Service Desk Administrator” then they need to contact their Sales Rep.
Then install the KSD addon module.
RESOLUTION METHOD B (To be done beforehand of KSD installation - Less Recommended)
For those customers who want to use ‘Master’ for everybody, there is another quick work around: 1) Navigate to System > User Roles, select ‘Master’, and select ‘Role Type’2) Select ‘Service Desk Administrators’, and click ‘Remove Role Type’This will fix the immediate problem where logins are limited.
To grant access to users who need to be Service Desk Administrators, do the following (for each user): 1) Navigate to System / Users, and select a user from the list2) Select ‘Role’3) If ‘SD Admin’ is not listed, click ‘Assign’, select ‘SD Admin’, and click Save. To grant access to users who need to be work tickets in Service Desk, do the following (for each user): 1) Navigate to System / Users, and select a user from the list2) Select ‘Role’3) If ‘SD User’ is not listed, click ‘Assign’, select ‘SD User’, and click Save.
Once you remove the SD Admin role from the Master Admin role service desk loses functionality though. You will no longer be able to make SQL select queries in procedures. Once you add the role back you can once again.do SQL statements.
I bet large organizations have more than two master admins on their domain. I only need 2 SD admins but I need to be able to make SQL queries in SD and have 4 people I'd like to have as Master Admins.
Will this be fixed in the next version of SD? (I'm running 1.3)