Description:

I have installed or leverage the Kaseya Service Desk. I now experience limited login availabilities for my Master Role VSA users after a certain number of user sessions are established. Why is this?

Reason:

The kaseya service desk 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(Kaseya Service Desk) 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 role types 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 or after hitting their licensing limit.

Resolution:

KSD Module is installed:

Submit a system down ticket to Kaseya Support at helpdesk.kaseya.com and a support engineer will assist in resolving the issue to allow you to regain access to the VSA.

Once the immediate issue is resolved, be sure to do the following:

1. Navigate to System > User Roles and select ‘Master’, then select ‘Role Type’
2. Select ‘Service Desk Administrators’, and click ‘Remove Role Type’

This will solve the immediate issue with VSA logons.

For those few users that may need to administer/configure SD, they have two choices:

1. Leave the “Service Desk Administrator” Role Type associated with the “Master” User Role and be mindful of user logon. (Not best Practice)
2. 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. (Best Practice)

KSD Module is still not installed:

The “Master” User Role should be reserved for only a few users, this is best practice for security reasons. For example, making all Users “Master” is equivalent to making every user on a Windows domain a domain administrator.

The best practice will be to create a new user. You can name it “Technician”.

This new 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 work tickets.

For those few users that may need to administer/configure SD, they have two choices:

1) Leave the “Service Desk Administrator” Role Type associated with the “Master” User Role, or
2) 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.

Note: If the VSA Administrators need more than one/many concurrent “Service Desk Administrators” then you will need to contact your account manager for additional licensing.

Once the above is completed we recommend proceeding with the KSD installation and this should minimize any issues with being locked out of the VSA.

If you have any additional questions or issues please open a support case at helpdesk.kaseya.com we are ready to help.