The Manage Technicians section allows managers/directors to define what options technicians will have in Helpdesk. This interface will show a list of technicians in your department.
If you have the access to manage multiple departments, you will need to select the desired department from the drop down list. Technicians can only exist in one department.
Add a Technician
- Click the Add Technician button.
- Use the wizard on the right to search for technician by email address or name.
- The Technician will be added. Click on their name in the list to set Roles & Rights.
Technician General Info
The General tab configures a technician's responsibilities and settings. Options include:
- Select a supervisor for the technician: This person can review tickets and manage specific emails set in Department Settings.
- Select a group or division: This is an optional feature for grouping technicians together with shared tickets.
- Labor Costs: Allow you to define a technician's hourly wage. Can be used with reports and assigning labor hours.
- Campus Selection: Can specify campuses the technician receives tickets from. If the technician is district-wide, do not check any campuses.
Set Technician Roles & Rights
The Roles and Rights tabs allow configuration of security levels and options for selected technicians. Rights are defined as individual access permissions and Roles are defined as a collection of rights.
Roles:
- Technician - receives tickets; views all tickets; uses items from parts store; and contributes to knowledge base
- Supervisor - receives tickets, views all tickets; assigns tickets to supervised technicians; uses items from parts store; contributes to knowledge base; escalates tickets; and adjusts labor costs for technicians
- Manager - receives tickets; views all tickets; assigns tickets to any technicians; manages outside technicians; can delete tickets; can force ticket close; reviews all tickets; manage ticket types; manage Helpdesk settings; uses items from parts store; manages licenses; manages knowledge base; contributes to knowledge base; can escalate tickets; add work hours for other techs; and adjusts labor costs for techs
- Director - receives tickets; views all tickets; assigns tickets to any technicians; manages outside technicians; manage technicians can delete tickets; can force ticket close; reviews all tickets; manage ticket types; manage Helpdesk settings; uses items from parts store; manages licenses; manages knowledge base; contributes to knowledge base; can escalate tickets; add work hours for other techs; adjusts labor costs for techs; adjusts parts cost for tickets; adds parts not in the parts store
- Helpdesk - receives tickets; views all tickets; assigns tickets to technicians; uses parts from parts store; contributes to knowledge base
- Student Tech - receives tickets
- Instructor - receives tickets; views all tickets; assigns tickets to technicians; manages knowledge base; contributes to knowledge base; escalates tickets
Customizing technician rights can be accessed in the Rights tab. Click SAVE after making changes.
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