Configuring Technicians

The IT help desk team will have technicians who will be handling the requests posted/raised by various employees in the organization. You can add, edit, or remove the technicians from a site in the ServiceDesk Plus application and also provide them with various access privileges that suit their role and need.

To open the technician configuration page,

1. Log in to the ServiceDesk Plus application using the user name and password of a ServiceDesk Plus administrator.

2. Click the Admin tab in the header pane.

3. In the Users block, click the Technicians icon. This opens the technicians list view page. Here you can add, edit, or delete technicians.

Add Technician

To add a technician and associate a role with him/her,

1. Click the Add New Technician link available in the top right corner of the Technician List page. This opens the Add Technician form.

2. Enter the Full Name and Employee ID of the technician in the Personal Details block. The name is a mandatory field.

3. In the contact information block, enter a valid e-mail ID and SMS Mail ID of the technician. If the technician has a phone and a mobile number, you can enter the same in the space provided for entering these values.

4. Enter the cost details of the technician in the Cost per hour field.

5. Select the Department Name to which the technician belongs and enter his/her job title.

6. You can associate multiple sites to a technician. Select the sites to which you want to associate the technician from the list of Available Sites and move it to Associate Sites by clicking >> button. Similarly you can also dissociate the sites. You can also associate/dissociate sites from the technicians in the Technicians list page.
   Note: If sites are not associated to the technician, then the technician is associated to "Not in any Site" automatically.

7. You can also assign Groups to the technician. Select the groups from the list of Available Groups and move it Associated Group by clicking >> button.

8. If you have added any organization-specific fields for the new technician form, those will be available under the Additional Technician Details block. Enter the relevant information.

9. If you wish to assign the technician with the privilege to approve service requests, then enable Service Request Approver check box.

10. You can also assign the technician with the privilege to approve Purchase Orders on enabling the check box beside Purchase Order Approver. Set the Approver Limit within which the technician can approve the PO. A link is sent to the technician to accept or reject the PO.

11. To provide login access to the technician with specific access privileges or enable administrative privileges for the technician, enable the check box beside Enable Login for this technician. This displays the Login Details block.

12. Enter the Login Name and Password. Enter the password again in the Re-type Password field. All these fields are mandatory if login is enabled. Also note that the login name needs to be unique.

13. If the technician is associated to a domain then select the same from Domain drop down list.

14. Now you need to assign a role to the technician, which will define his access privileges to various modules in the application.

• If you want the technician to have complete administrator access then select the radio button, Enable Administrator Privileges. This option will not be available when a Site Admin logs in to the application using his login credentials.

• If you want the technician to have complete administrator access for the above selected sites then select the radio button, Enable Administrator Privileges for the sites selected above.

• Else, Enable Custom Privileges radio button and choose the roles from the list of Available Roles and move it to Assigned Roles by clicking >> button. If you want to remove any of the roles assigned, then select the role from the Assigned Role list and click << button. The selected roles will be removed.

15. The API Key is essential while integrating ServiceDesk Plus with REST API or with Desktop Central application. To generate the API Key, click the Generate link. Select a time frame for the key to expire using the calendar icon or simply retain the same key perpetually. If a key is already generated for the technician, a Re-generate link appears.

16. Click Save. 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, you can save the technician details without the login details. For this, you need to stop with the step 5 and click Save. Later 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. Clicking the View List link on the top right corner of the add technician form will also take you to the technician list view.

Edit Technician

If you have added a technician without giving the login details, then you can enable the same by editing the technician's details. To edit a technician information,

1. Select the site of the technician which you wish to delete from the Technicians for combo box. By default, the list of all the technicians is displayed. Click the edit iconbeside the technician's full name that you wish to edit. If you have not enabled the login permissions, the edit technician form opens with a view similar to the add technician form. Enable the login permissions as mentioned in the add technician form (starting from step 6 onwards).

2. If the login permissions have been added while adding the technician itself, then the edit technician form will look as shown below,
   
   

3. In the above form, you can modify all the fields displayed and also change the roles assigned, by adding or removing roles. (To add new roles, refer to the Configuring Roles section.)

4. Click Save to save the changes performed. At any point, if you wish to cancel the operation that you are performing, click Cancel.

Even while editing a technician, if you wish to add a new technician, then click Save and add new button after making the changes. The Add Technician form opens after displaying a message that the changes have been updated successfully.

You can also change the password of the technician from the Edit Technician form.

1. Click the Reset Password link available beside the Password field in the Edit Technician form.

2. In the Reset Password pop-up, enter the New Password in the field provided below the login name.

3. To send the reset password information to the user, select the check box below the New Password field.

4. Click Reset Password. If you do not wish to change the password, click Close instead of Reset Password.

5. In the Edit Technician form, click Save.

While editing the technician details, you can also choose to remove his/her login permissions.

1. In the Edit Technician form, below the password field, click the Yes link beside the Remove Login field. A confirmation window appears.

2. Click Ok to proceed. A message is displayed informing the removal of the login permissions and the technician edit form is displayed without the login details. If you do not wish to remove the login permission, click Cancel.

3. Click Save.

Associate Technicians to Sites

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 technicians list view page.

1. From the technicians list view page, enable the check box adjacent to the technician for whom you want to associate site.

2. Click Actions button --> Associate to Site option. The Associate Technician(s) to site pop up window appears.

3. Select the Site to which you want to associate the technician from the combo box.

4. Click Associate button. The technician gets associated to the site.

Dissociate Technicians from Sites

You can dissociate bulk technicians from sites using this option. The added sites can also be dissociated from the technician from the technicians list view page.

1. From the technicians list view page, enable the check box adjacent to the technician for whom you want to associate/dissociate site.

2. Click Actions button --> Dissociate from Site option. The Dissociate Techncian(s) from site pop up window appears.

3. Select the Site from which you want to dissociate the technician from the combo box.

4. Click Dissociate button. A pop up window confirming the operation appears. Click Ok to proceed. The technician gets dissociated from the site.  

Delete Technicians

1. Enable the check box beside the technician which you wish to delete from the Technician List page. Click the delete button. A confirmation dialog is opened.

2. Click OK to proceed with the deletion. If you do not want to delete the technician, then click Cancel.