Technicians

 

The IT help desk team comprises of technicians who are responsible for handling requests raised by the employees of the organization. Each technician in the help desk team is assigned with Roles to perform specific tasks in the application. If your organization is spread across multiple sites, then you can associate sites to the technicians. The site association restricts the technician's access to other site information.

Apart from this, you can also assign technicians to specific Technician Groups. Grouping technicians facilitates the incoming requests to be categorized and assigned to the specific group respectively.

 

To access Technician configuration wizard,

  1. Login to ServiceDesk Plus application using the Username and Password of a ServiceDesk Plus administrator.

  2. Click the Admin tab in the header pane.

  3. In the Users block, click Technicians icon. The Technician List view is displayed where you can add, edit, and delete technicians from the application.

NOTE:

  1. If multiple sites (with Related Settings as Copy default settings or custom settings) are configured in the application, then a Technicians associated for drop-drown box is displayed in the Technicians List view.

  2. If you are logged in as a Site Administrator, then you have the privilege to add, edit and delete technicians associated to your sites.

Topics discussed under this section:

 

 

 

 

 

 

 

 

 

 

 

 

 

Adding Technician

To manually add a technician in ServiceDesk Plus,

  1. In the Technician List view, click Add New Technician link.

  2. Enter the Personal Details of the technician, such as the Name and Employee ID. The name is a mandatory field.

  3. Specify the Contact Information of the technician, such as the E-mail Address, Phone Number, Mobile Number and SMS Mail ID.

  4. Specify the Cost per hour of the technician.

  5. Select the Department of the technician and the designation in Job Title field.

  6. If you have configured sites in the application, then Associate the site(s) with Technician block is displayed. The sites configured in the application are displayed in Available Sites column. To associate sites with technician, select the sites and click >> button. The selected sites are listed in Associate Sites column.

NOTE: If a technician is not associated to any site, then by default, the technician is associated to Not in any Site.

  1. The technician groups configured in the application are listed in Available Groups column. To assign groups for the technician, select the groups and click >> button. The selected technician groups are listed in Associated Groups column.

  2. If you have configured any Technician-Additional Fields, then the same is displayed under Additional Technician Details block. Enter relevant values for the additional fields.

  3. If you want the technician to approve service requests, then select Service Request Approver check box. An email is sent to the technician to approve or reject the service request.

  4. You can also assign the technician with the privilege to approve Purchase Orders by selecting Purchase Order Approver check box. Set the Approver Limit within which the technician can approve the PO. An email is sent to the technician to accept or reject the PO.

NOTE: If you have selected any of the check boxes (Service Request Approver or Purchase Order Approver), then the email address of the technician should be specified.

 

Providing Login Credentials and Roles

    1. Select Enable login for this technician check box. The Login Details block is displayed.

    2. Enter the Login Name and Password for the technician. Re-type the password in the Re-type Password field. Please ensure that the login name and password are mandatory fields. Also note that the login name should be unique for each technician.

    3. Select the Domain of the technician from the drop-down box.

    4. Select Roles to be assigned to the technician. The Role will define his access privilege to various modules of the application.

      • Enable Administrator Privileges (SDAdmin): Technician with this role will has complete access over all the modules in the application. The administrator alone has the privilege to access the Admin module which is the key to operate the application.

      NOTE: If you are logged in as a Site Administrator, then this option will not be available.

      • Enable administrator privileges for the sites selected above (SiteAdmin): Technician with this role has complete administrator access for the above selected sites. The Site Admin can configure all the Admin configurations pertaining to his/her site alone.

      • Enable Custom Privileges: The Roles configured in the application are listed in Available Roles column. To assign roles, select one or more roles from the Available Roles column and click >> button. The selected role(s) is listed in the Assigned Roles column.

    5. While enabling login permission to a technician, you can also provide the technician with Desktop Central login access and DC Role. The two DC Roles are DC Admin and DC Guest. Select the check box Enable to access Desktop Management Functionality and provide either of the role to the technician. When the technician logs into ServiceDesk Plus using his/her credentials, the technician can view the Desktop Management drop-down menu, from where, the technician can perform Desktop Management functionality from within ServiceDesk Plus web console.

    6. The API Key for the technician is essential while integrating ServiceDesk Plus with REST API or with Desktop Central application. The API Key performs as an authentication mechanism between the two applications.

    To generate the API Key, click the Generate link. Select a time frame for the key to expire or simply retain the same key perpetually. If a key is already generated for the technician, a Re-generate link appears.

  1. Click Save button. If you want to add more than one technician then, click Save and Add New button. If you decide to give the login access for the technician at a later time, then you can save the technician details without the login details. For this you need to stop with Step 10 and click Save. You can add the login details by editing the technician details.

    At any point, if you decide not to add the new technician, then click Cancel to get back to the technician list.

In general, the users are imported into the application using any of the following methods namely, Active Directory Import, LDAP or Import from CSV file. The imported users are listed in Admin -> Requesters. From the Requesters List view, you can categorize the users into Requesters and Technicians. To change a user as technician, click Change as Technician option and associate sites, assign technician group and provide access permissions to the technician.

 

 

Editing Technician

If you want to add/remove the login credentials for a technician or you want to change a technician's password, then you can so while editing the technician's details.

To edit the technician information.

  1. In the Technician List view, click the edit icon beside the technician to edit.

  2. Modify the details in Personal Details block, Contact Information block, Cost Details clock and Department Details block. You can also associate/dissociate sites with the technician, and also assign/unassign groups for the technician.

  3. Click Save button. Even while editing a technician, if you wish to add a new technician, then click Save and add new button after making the changes. At any point, if you want to cancel the edit operation, then click Cancel.

Changing Password

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

    1. Click Reset Password link beside the Password field.

    1. In Reset Password popup window, enter the New Password in the field provided.

    2. Click Reset Password button. If you do not want to change the password, then click Close button.

    1. If you have enabled Send Self Service Login details option in Admin -> Notification Rules, then the new password is sent as an email notification to the requester.

    2. Click Save in the technician form.

 

Adding/Removing Login Permissions

You can add/remove the login permission of the technician while performing the edit operation.

Adding Login Permission

To add login credentials for the technician, refer the topic Providing Login Credentials and Roles under Adding Technicians.

Removing Login Permission

    1. In Login Details block, click the Yes link beside Remove Login field. A dialog box confirming to remove the login permission for the technician appears.

    2. Click OK to proceed. If you do not want to remove the login permission, click Cancel.

    3. Click Save in the technician form.

 

Associating/Dissociate Workstations to Technicians

To associate workstations to the technician,

  1. In the Technician List view, select the technician to associate workstation.

  2. Click Associate Workstation option. The Associate Workstation window pops up. By default, all the workstations configured in the application are listed in Workstation List column. You can also choose to display the unassigned workstations alone by selecting Show unassigned only link.

NOTE: Selecting Show unassigned only link changes the link to Show assigned only.

  1. To associate workstations, select one or more workstations from Workstation List column and click >> button. The selected workstation(s) are listed in Associated Workstations column.

  2. Click Save button.

 

To dissociate workstations for the technician,

  1. In the Technician List view, select the technician to dissociate workstation.

  2. Click Associate Workstation option. The Associate Workstation window pops up. By default, all the workstations configured in the application are listed in Workstation List column. The workstations associated with the technician are listed in Associated Workstation column.

  3. Click Dissociate All button. The workstations are dissociated from the technician.

 

Changing Technicians as Requesters

 To change technician as requester,

  1. In the Technician List view, select the check box beside the technicians to change as requesters.

  2. Click Actions drop down button.

  3. Select Change as Requester option. A dialog box confirming the operation appears.

  4. Click OK to proceed. The selected technicians are changes as requesters and listed in the Requester List view.

 

Associate Technicians to Site

You can associate bulk technicians to sites using this option. If you have added the technician without associating the sites then the same can be done from the Technician List view.

  1. Select the check box beside the technician(s) to associate site.

  2. Click Actions drop down button.

  3. Select Associate to Site option. The Associate Technician(s) to site pops up.

  4. Select the Site to which you want to associate the technician.

  5. Click Associate button. The technician is associated to the site.

 

Dissociate Technicians from Site

You can dissociate bulk technicians from a site using this option.

  1. In Technician List view, select the check box beside the technician dissociate site.

  2. Click Actions drop down button.

  3. Select Dissociate from Site option. The Dissociate Techncian(s) from site pops up.

  4. Select the Site from which you want to dissociate the technician.

  5. Click Dissociate button. A dialog box confirming the operation appears.

  6. Click OK to proceed. The technician gets dissociated from the site.

NOTE: Dissociating the technicians from a site will remove all their traces from SLA, Business Rules and Groups associated to that site.

 

Deleting Technicians

To delete technician(s),

  1. In the Technician List view, select the check box beside the technician to delete.

  2. Click Delete button. A dialog box confirming the delete operation appears.

  3. Click OK to proceed with the deletion. The selected technician(s) is deleted from the list.

NOTE: The delete icon will not be present for the technicians logged into the application. To delete that technician, you need to log out and log in as a different technician and then delete the details. Also, the administrator technician details can be deleted only by another technician with administrative privileges.

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