# Install and set up the Service Desk solution

> [HTML Version](servicedesk-first-setting.html)

The **Service Desk **business solution is designed to process requests received from an [external portal](service-desk-portal.md) or from the [Live Chats](chat_lines.md) workspace and recorded in the **ServiceDesk **workspace.

To start working with the **Service Desk **solution, the [system administrator](360006871932.md) must [install and activate](#install-servicedesk2) it.

The administrator then configures the solution in one of the following ways:

1. Using the **Service Desk Setup Wizard **page. Set parameters for all components of the solution. The wizard allows you to:

- Automatically populate **Service Desk** workspace apps with preconfigured data.

- Manually add custom records step by step for use in the workspace.

2. Configuring each **Service Desk **component individually:

1. [Populate the System Apps workspace](#full-system-objects).

2. Populate the [Contacts ](360012584960.md)and [Companies ](360012584980.md)apps in the **CRM **workspace, where client data is stored (optional).

3. [Add users to groups and configure access permissions](#operators) for **Service Desk **workspace apps.

4. Add custom request types and priorities (optional).

5. Enable the modules included in the solution to ensure apps function and data displays correctly.

6. [Configure request intake channels.](set-channels-for-receiving-requests.md)

7. [Populate apps for configuring service delivery and request creation](servicedesk-catalogs.md).  
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## Install and activate Service Desk

To import the **Service Desk **solution, follow the following steps:

1. Contact your sales rep to request the **.e365** file of the solution.

2. Go to **Administration** > **Solutions** and click the **+ Solution** button in the upper-right corner.

3. In the window that opens, click **Upload File** and select the **.e365** file provided by your sales rep.



4. Since the solution is paid, it must be activated after the trial period. To do this, go to the **Administration **> **Manage Licenses **workspace and click the **Activate **button next to the solution name.

5. In the window that opens, copy the solution registration token and send it to the BRIX sales rep.

6. Enter the provided solution activation key in the form and click **Activate**.

## Populate the System Apps workspace

[System Apps](system_objects.md) is a system workspace that is not part of the **Service Desk **solution but is used for operation and data generation across various solution apps.

The administrator populates the following apps:

- **Service Schedule**. Specify the company’s working hours when operators receive and process requests. When creating a schedule, select working days and days off, taking into account holidays from the production calendar.

- **My Legal Entities**. Store the legal details of your company’s legal entities.

- **External Users**. Add users you want to grant access to the [external portal](service-desk-portal.md). For more details, see [Invite users to the Service Desk portal](servicedesk-external-users.md).

- **Internal Users**. Store employees who create and process requests. This app is created when the **Service Desk **solution is activated.

## Populate the Internal Users app

You can add an internal user in the following ways:

- Go to the **Internal Users **app and click the **+ Internal User** button. In the window that opens, select a company employee in the **User **field and click **Save**.

- Enable the **Create**/**Edit Internal Users **module. In this case, the app is populated with information about company employees from **Administration **> **Users**. New users [invited to the company](360004833572.md#invite) are also automatically added to the **Internal Users **app.

- Add users imported from [Active Directory](ad_ldap.md). To do this, go to the **Internal Users **app and click **Create**. Data will be imported from **Administration **> **Users**. To update the list with new users, click **Update**. 

This method also adds user information to the **Employees **app if no record for that user previously existed.

In the app, you can also [assign a work schedule](work-schedule.md#set-work-schedule). To do this, select the users, click **Selected Items**, and choose **Edit Work Schedule**. Select the desired schedule and click **Save**. For more details, see[ Work schedule](work-schedule.md).

## Configure groups and access rights to the ServiceDesk workspace

First, the [system administrator](360006871932.md#administrators) needs to assign users to [groups](360006871932.md) to define their swimlanes. By default, the solution includes the **Operators **group, i.e., employees responsible for handling customer [requests](applications.md).

To assign users as operators and create additional groups, follow these steps:

1. Click the gear icon to the right of the **ServiceDesk **workspace and select **Group Settings**.

**(install_and_set_up_service_desk_2.0_solution1.png)**

2. To modify a group’s members, select it from the list and click **Edit** on its page. In the **List of group participants** field, specify the users and save the changes. In the same way, you can edit the default **Operators** group.

3. To create a group, click **+Group** in the top-right corner of the page. Assign a name and add employees to it.

For more details, read the [Groups](360006871932.md) article.

After configuring groups, restrict employee access to workspace apps and data. To do this, click the gear icon next to the workspace or app name and select **Access Settings**.

For example, users in the **Operators** group should only have access to the main page, **Requests**, **Problems**, **RFC**, **Schedule**, and **Employee Activity** apps, and knowledge base. Access to reports and system apps should only be granted to users in the managers and system administrators groups.

For more details on restricting access to the [workspace](360009660872.md), [app](360009919211.md), or [app item](360007527512.md), see the [Access permissions in BRIX](360007527512.md) article.

## Add custom request types and priorities (optional)

By default, the [Requests](applications.md) app allows you to register requests with the following:

- Types: **Service request **and **Incident**.

- Priorities: **Critical**, **High**, **Medium**, **Low.**

You can create additional request types and priorities. To do this, modify the context of the **Requests **app. Add new category selection options for the **Request type **and **Priority **properties.

Both properties are configured in the same way. Let’s look at an example of how to add a custom request type:

1. [Unlock ](block_solution.md#unblock)the **Service Desk **solution to edit the forms of its apps.

2. Go to **Service Desk **> **Requests**, click the gear icon next to the app name, and select **Form Settings**.

3. In the window that opens, go to the **Context **tab and click on the **Request type **property.

4. In the property editing window, add a new request type in the **Values **field, for example, **Internal requests**.  
**(install_and_set_up_service_desk_2.0_solution2.png)**

5. Click **Add**, then click **Save**.

6. In the upper-right corner of the form settings window, click **Save**.

7. To use the custom type for configuring request processing rules and SLA targets, add it as an item in the [Request Types](servicedesk-catalogs.md#application-types) app.