Quickstart: install an application

A new tenant already has Incident Management, Request Management and Agile Project Management installed, so there is nothing to pick from a marketplace for your first application. What is missing is the handful of answers that turn an installed application into a working desk: who works on it, when they work, what a deadline means, and who gets told. Organization setup holds what every application shares; each application’s own Setup page holds its process. This quickstart walks both; to install a different application later, or to build one from the platform components, see the links at the end of this page.

Change Management, Asset Management, Entra Access Management, Entra Door, and License Management are in the catalog, but not yet listed in your Marketplace: each one arrives there once its own test rounds pass. There is nothing to do on your side; the Marketplace simply grows over time.

Note

This is an orientation to the flow. For exact screens and field names, follow the links to each component and to the full guides.

What you’ll end up with

A service desk that is actually ready: a team working on each application, business hours, a response and resolution target for every priority, and updates, so a new incident lands with someone responsible for it, a deadline, and the right people told.

Prerequisites

• A tenant administrator’s role. The first run of an application needs platform.iam.write and platform.servicedef.write.

The path

1. Open Organization setup (/setup). A new tenant administrator lands here at sign-in, on a Start here block: a numbered list of things to do, in a fixed order, with a link to each and a done mark once it is set. It usually shows four (fewer if Incident or Request is not installed):

   1. Confirm your business hours and targets, by saving them at least once.
   2. Incident: use recommended settings.
   3. Request: use recommended settings.
   4. Send a test incident from the portal. Done only once an incident actually created from the portal exists, not merely because the portal is reachable.

   Below it, the installed applications with how many of their stages are set, then the eight connection and sign-in settings as Optional connections, each with its state and none of them required.

2. Set the business hours. Timezone, start, end and workdays. They come pre-filled Monday to Friday, 09:00 to 17:00, in your browser’s timezone. Select Save.

3. Set the shared targets. A response and a resolution time for Critical, High, Medium and Low. An application without targets of its own uses these. Select Save.

4. Open an application. Select Open beside it, from the Start here block or from the applications list. Its page shows the stages of its process, for example Intake, Approval, Team, Targets, Updates, Automations and Assistant.

5. Use recommended settings. On a first visit the page offers Use recommended settings. It fills only what is missing for that application: a team that works on it (your desk team, with the application’s working role) and the shared targets with business hours when a priority has none. Anything already set is left alone.

6. Go through the stages. Each stage edits in place and saves by itself. See Configure an application.

7. Send a test incident from the portal. Confirms intake end to end: assignment, a due date, and the people Updates names.

Once every step of the Start here block is done, it says so and offers what to do next: invite your team, connect sign-in, connect a model.

Select Don’t open at sign-in on Organization setup to stop landing there at sign-in. This is a tenant setting, not a per-browser one: any admin, on any browser, sees the guide stop just the same.

Verification

You know it worked when Incident reads “6 of 6 set” and Request reads “7 of 7 set” on Organization setup (Incident declares six stages: Intake, Team, Targets, Updates, Automations and Assistant; Request adds Approval, for seven). A test incident then comes in assigned to your team, carries a due date, and reaches the people its updates name.

Troubleshooting

Symptom	Cause	Fix
A link reads Not known	Its page could not be read, or your role may not read it	Open it; the page itself says what is missing
Use recommended settings said “Nothing was missing.”	The application already has a team and a target for every priority	Change the stages themselves
An application reads “Update the application to set it up here”	The installed version is older than the version with a Setup page	Update it in the Marketplace

Now do it

• Configure each application’s process in Configure an application.
• The organization page in full: Organization setup.
• Refine the desk: a second team, a different clock per priority, an offering with its own SLA, in Refine your service desk setup.
• Install a different application from the marketplace, or build your own in the builder quickstart.