1.1 Requirements
- Microsoft 365 SharePoint Online (on-premises SharePoint Server is not supported).
- A modern browser: Microsoft Edge, Google Chrome, Mozilla Firefox, or Safari.
- SharePoint Administrator or Global Administrator role to upload service-desk.sppkg to the tenant app catalog.
- Site owner permission on the target site to add the web part and publish pages.
- Recommended: a dedicated subsite (for example /sites/YourSite/ServiceDesk) so 25+ SD_* lists stay isolated.
1.2 Deploy the App (Tenant Administrator)
- Build or obtain the production package sharepoint/solution/service-desk.sppkg (npm run ship in the solution repository).
- Open SharePoint Admin Center → Apps → App Catalog and upload the .sppkg file.
- When prompted, deploy the package and make it available to all sites.
- Optional: Sync to Teams from the app catalog entry for channel tabs.
Approve Mail.Send (optional, for email notifications)
Workflow emails can use Microsoft Graph Mail.Send. The app runs without this approval; only outbound notifications require it.
- Deploy the package first so the permission request appears.
- Go to SharePoint Admin Center → Advanced → API access.
- Approve Microsoft Graph → Mail.Send under Pending requests.
1.3 Add the Web Part (Site Owner)
- Create or edit a modern full-width SharePoint page on your target site.
- Click + to add a web part and search for Service Desk Hub.
- Publish the page. Users open the app from that SharePoint URL or a Teams tab.
1.4 First-Time Setup
When SharePoint lists have not been provisioned yet, a Complete Setup banner appears. A site owner must run the setup wizard to create SD_* lists, fields, lookups, and optional seed data. Until setup completes, most features are unavailable.
- Publish the SharePoint page before running setup — the wizard does not run while the page is in edit mode.
- Click Complete Setup and wait until all lists show ready.
- Open Settings → Organization Settings → General to set your organization name.
For the full provisioning checklist and post-setup steps, see Onboarding and Setup Reference in this knowledge base.
The left sidebar groups navigation into Help Center, Service Desk, Reports, and Admin. Dismiss the trial notice banner during evaluation if shown.
1.5 Roles at a Glance
| Role | Can do |
|---|---|
| End user / Member | Submit tickets via Help Center, view My Tickets, read knowledge base |
| Agent / Staff | Work queues, assign tickets, add internal notes, run reports |
| App administrator | Configure settings, workflows, SLA, roles matrix |
| Site owner | Run setup, manage SharePoint list permissions |
| Tenant admin | Deploy package, approve Mail.Send, sync to Teams |
Service Desk Hub uses hybrid access control: SharePoint list permissions (Layer 1) plus an in-app role and feature matrix (Layer 2).
1.6 Microsoft Teams
Service Desk Hub can run as a Teams channel tab using the same SharePoint site data.
- Deploy and sync the app from the tenant catalog.
- Add Service Desk Hub as a tab in a channel.
- Run Complete Setup on the backing SharePoint site — not inside Teams.
- Hide SharePoint chrome is available on SharePoint pages only; it is disabled in Teams.
Additional App Functionality
Subscription, Trial, and Licensing
Service Desk Hub includes a 14-day free trial per SharePoint site collection.
After the trial, a site administrator subscribes to the yearly plan from Settings → Billing.
One license covers all users on the site — no per-seat fees for the SPFx app.