I actually brought this up in a call I recived from Citrix Qualituy Assurance? The possible "solution" was to BUY a pool of 5 license keys that can be "shared" within the company. Putting aside the fact that the "solution" is still to purchase more licensees, the license is unrestricted, users can see everything a Technician can. The other problem is the release of the license key back into the pool once one person was done with it; if someone forgets to log out (actually click on log out) it holds that license to that user. Another issue is that when users that participated in this send us an email to our support mailbox, because they are setup in Service Desk, the incident is automatically assigned to them, our real IT team never sees these emails in the queue.
Needless to say the requirement is still there and unresolved.
