UV HelpDesk documentation

Overview

Catalog, queues, SLA and assignment. Not a ServiceNow replacement. P1 is never silently routed.

For: Internal service desk on SharePoint.

Features

  • Catalog and tickets

    INC/REQ numbering is local.

  • SLA

    Business hours. Waiting pauses the clock.

Requirements

  • SharePoint Online (Microsoft 365)
  • Tenant app catalog
  • SPFx 1.18+
  • Node 18 LTS / 22 LTS for custom builds
  • License key from Account → License keys

Installation

  1. After purchase or trial, download the signed uv-helpdesk.sppkg package from Account → Files / UV Apps catalog.
  2. Upload the package to the tenant app catalog (SharePoint admin → More features → Apps).
  3. Enable the app for the whole tenant or selected site collections.
  4. If Entra asks for consent, approve only the permissions listed on the product page.
  5. Open a site and add the web part (or open the full-page app). The app checks for a purchased license or an active trial for this tenant.
  6. Sites.ReadWrite.All.

How to use

  1. Open the page signed in with a work account from this Microsoft 365 tenant.
  2. The app asks the license server whether this tenant has a purchase or an active trial — no key is required.
  3. If nothing is found, paid features stay locked. Clock, Banner, Quick Links and Profile Card still run in Free mode.
  4. A product key from Account → License keys is only a fallback when silent activation fails.
  5. Open a request from the catalog.
  6. Agents assign and transition. Closed only from Resolved.

Configuration

  • Catalog
  • Teams
  • SLA

Troubleshooting

  • P1 must be assigned, not auto-closed.

Licensing

The app checks this tenant for a purchased license or an active trial and unlocks automatically. Sign in with a work mailbox on a verified domain of the Microsoft 365 tenant. See the licensing guide.

Microsoft Graph

  • Sites.ReadWrite.All (Delegated) — Create tickets in the service list the user can edit.

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