Configuring Technicians (Users) for ServiceDesk

This section is common to all the editions of IT360 - Professional Edition, Enterprise Edition (Probes only) and MSP Edition (Probes only).

The IT Helpdesk team has Technicians, who handle requests posted/raised by various employees in the organization. You can add, edit or associate or disassociate Technicians from a Site in ManageEngine IT360 application and also provide them with various access privileges that suit their role and needs.

Topics discussed under this section:

Adding Technicians

You can add a Technician in 2 ways; through IT360 Console and through ServiceDesk Module. The latter is discussed here.

Adding Technicians through ServiceDesk Module:

This section is common to all the editions of IT360 - Professional Edition, Enterprise Edition (Central only) and MSP Edition (Central only).
  1. Login to IT360 console with the Username and Password of an Admin user.

  2. Click on ServiceDesk tab in the header menu.

  3. Click the Admin tab in the ServiceDesk module header pane.

  4. Under the Users block, click the Technicians icon . The Technician List view is displayed.

  5. Click the Add New Technician link.

  1. In the Add User form is displayed, provide the following details:

    A) Contact Details:

    B) Roles:

    This is by default HelpDesk Technician. Refer Manage Users and Roles for more information on this role.

Note: You can view the added Technician under both the Users View (Admin -> Users under User Management) and Technician List view (ServiceDesk Module).

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Editing Technicians

Click here for the steps.

Changing Password

You can change the password of the Technician while performing the edit operation.

    1. Click Reset Password link beside the Password field. Now, the New Password and Confirm New Password fields will be displayed.

    2. Enter the New Password in the above fields.

    3. Enable the checkbox Notify users with login credentials, if you want the new password to be sent as an email notification to the requester.

    1. Click Update.
Note: You can edit some additional information related to the Technician from the ServiceDesk Module.

Changing Technicians as Requesters

  1. Login to IT360 console with the Username and Password of an Admin user.

  2. Click the Admin tab in the header pane.

  3. Click Users under User Management.

  4. In the wizard displayed, click the icon corresponding to the Technician, whom you wish to change as Requester.

  5. In the Edit User window that pops up, select HelpDesk Requester from the Role Name dropdown.

  6. Click Update. Now, the Technician will be moved to the Requesters list. You can click the Requester tab to view the modified Technician.

Deleting Technicians

  1. Login to IT360 console with the Username and Password of an Admin user.

  2. Click the Admin tab in the header pane.

  3. Click Users under User Management.

  4. In the wizard displayed, click the  icon. To delete a set of Technicians, select the checkboxes beside those Technicians and click the Delete User link.

  5. In the confirmation window displayed, click OK to proceed with the deletion. The selected technician(s) is/are deleted from the list.

Note: 

1. The icon will be disabled for that particular Technician who has logged into the application. To delete that technician, he needs to re-login as a different Technician and then proceed with the deletion.

2. The Administrator Technician details can be deleted only by another Technician with administrative privileges.

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