Types of Web Views

Normal Views

Normal views allow users to submit and update issues, to view the history and e-mail conversation of the issue, to view reports and summary lists, and more. This type of Web view has more features available than the other types and every user session (from logon to logoff) takes up one license.

Read-only Views

Read-only views allow users to review existing issues, but not to edit them. All fields are read-only, and users cannot create or submit new issues.

Knowledge Base Views

Knowledge Base views provide a simple search front-end to a project. Users can search by keyword or enter an article number.

A Knowledge Base view allows an unlimited number of users to search the KB database. All you need is a single Vector HelpDesk user account. All users automatically log on to the view with this account (in fact, users never see the logon window, they go straight to the view).

This user account must belong to a group that has permission to open the Web view, and to add and update contacts.

For more information, refer to Knowledge Base Views.

Submit-only Views

Submit-only views are used to submit new issues. A submit-only view is basically just a form and a Submit button. Users cannot run queries or edit (or even view) existing issues.

A submit-only view allows an unlimited number of users to submit issues. All you need is a single Vector HelpDesk user account. Users automatically log on to the view with this account (in fact, users never see the logon window, they go straight to the view).

This user account must belong to a group that has permission to open the Web view, and to add and update contacts. The account is used to set the Submitter field.

If you have more than one submit-only view for the same project, you may want to create separate accounts for each view. This allows you to distinguish between issues submitted from different views.

The user submitting the issue is considered the contact. Users must enter their contact information (name, e-mail, and so on) the first time they submit an issue.

Self-Service Views

Self-Service views are a type of Web view to be used by either internal or external HelpDesk users to enter issues and be able to view (and possibly edit) the issues they have submitted. You can choose to allow them to edit certain fields in issues that they have submitted (for example, the Description field); or allow them to edit fields that were left empty when they submitted the issue; or simply view their submitted issues in a read-only format.

For more information, refer to Self-Service Views.

How licenses are used depending on the type of Web view

Each user session in a Normal Web view takes up one concurrent or floating license.

Submit-Only views do not take up any license.

Unlike normal Web views, the Knowledge Base, Self-Service and Read-Only Web views follow a slightly different licensing model: for each concurrent license that is available, 5 logons will be allowed.

For example, if you have 20 concurrent licenses, and 15 licenses are already being used in Normal Web views, that means there are 25 logons (5 free concurrent licenses times 5) available to the Knowledge Base, Self-Service or Read-Only views. These 25 logons are shared across all four Web views - which means you could have a scenario where all logons are used up with the Knowledge Base view using 6 logons, the Self-Service view using 8, the Read-Only view 4, and the Submit-Only view 7.

If you have 20 concurrent licenses and none of them are in use, there are 100 logons available to the Knowledge Base, Self-Service or Read-Only views.

Reserving Licenses

It is possible to reserve licenses for specific users.

For more information, refer to Reserving Licenses.