Help Desk Delegation

With O365 Manager Plus, you can create your own custom roles with selected tasks to delegate, while in Office 365 you are restricted to the default roles. You can select any combination of reporting, management, and auditing tasks to create your own role.

Steps to create a custom help desk role

  • Login to O365 Manager Plus.
  • Go to Delegation tab.
  • Select Help Desk Delegation → Help Desk Roles in the left pane.
  • Click Create New Role found in the right top corner.
  • Enter the Role Name and Description in the respective text boxes.
  • Select the tasks you want to delegate. You can select any number of reports, management tasks, and audit reports.

Delegate a help desk role to technician

A role can be assigned to either an already existing help desk technician or you can create a new technician and then assign the relevant role to the technician.

Adding help desk technicians

Help Desk Technicians in O365 Manager Plus assist administrators in executing simple, mundane tasks that do not require the expertise of an administrator.

Add Help Desk Technicians by following the steps below:

  • Navigate to Delegation → Help Desk Technicians → Add New Technician.
  • Select the Authentication Type from the drop-down menu as Office 365 Authentication or Active Directory Authentication.
    • For Office 365 Authentication, select the Office 365 Tenant and add users from the selected tenant.
    • For Active Directory Authentication, select the AD Domain and enter the Domain User Name in the User Principal Name format. You can also add multiple usernames separated by commas.
  • Choose the Help Desk Roles from the drop-down.
  • From the Delegate Office 365 Tenants drop-down, select the Office 365 tenants to whom you wish to delegate the selected help desk roles.
  • Check the Impersonate as Admin option if you wish to assign admin permissions to the technicians being created. This option is applicable only for Office 365 users.
  • Click Add to finish creating new Help Desk Technicians.

Note

  • Only Office 365 users can be added as technicians.
  • Admin, operator, hrassociate, and helpdesk are the default technicians provided in the product. You can only modify and delete those technicians. Once deleted these technicians can't be restored.
  • While configuring MFA enabled / Federated accounts as technicians, make sure that Rest API based authentication is enabled. Click here to know how.
  • If you have any queries or need more clarification, please contact support@o365managerplus.com.

To delegate roles to an existing technician

  • Go to Delegation tab.
  • Select Help Desk Delegation → Help Desk Technician in the left pane.
  • Click the edit icon under the Actions column near the technician to whom you want to add a new role.
  • In the Help Desk Roles column, use the drop-down to add the newly created role.
  • Enable Overwrite existing delegation settings, if you want to remove all the roles assigned previously and add the current selection alone. If disabled, the new role will be added along with the already existing roles.
  • Click Save Changes.

Steps to delegate domains to an existing technician(Disabled virtual tenant delegation)

  • Go to Delegation tab.
  • Select Help Desk Delegation → Help Desk Technician in the left pane.
  • Select Edit Technician in the Actions column corresponding to the technician you want to edit.
  • In the Edit Technician page, select + in the Domain Name column, and select the domains to which the technician's roles must apply.
  • Click Add.
  • Click Save Changes.

Steps to delegate domains to an existing technician(Enabled virtual tenant delegation)

  1. Create a virtual tenant with the domains to be delegated.
    • Go to the Settings tab.
    • Navigate to Configuration → Other Configuration → Virtual Tenants
    • Click on Create Virtual Tenant.
    • Provide a name for the virtual tenant to be created, and choose the Office 365 tenant in which it must be created.
    • In the Filter by section, select 'Domains' and 'In' from the available drop-down lists respectively.
    • In the text box select the domains using the + option.
    • Click Save
  2. Delegate the virtual tenant created above to the technicians
    • Go to Delegation tab.
    • Select Help Desk Delegation → Help Desk Technician in the left pane.
    • Select Edit Technician in the Actions column corresponding to the technician you want to edit.
    • In the Delegates to page, select the Virtual Tenants you had created from the Virtual tenant drop-down.
    • Click Save Changes.

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