Configuring Support Reps

 

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

 

To open the support rep configuration page

  1. Log in to the SupportCenter Plus application using the user name and password of a SupportCenter Plus administrator.
  2. Click the Admin tab in the header pane.
  3. In the Users block, click the Support Reps iconTechncians Icon. Here you can add, edit, or delete support reps.

Add Support Rep

 

To add a support rep and associate a role with him/her

  1. Click the Add New Support Rep link available in the top right corner of the Support Rep List page.
  2. In the Add Support Rep form, enter the Full Name and Employee ID of the support rep in the Personal Details block. The name is a mandatory field.
  3. In the contact information block, enter a valid e-mail ID. If the support rep has a phone and a mobile number, you can enter the same in the space provided for entering these values.
  4. You can also enter the SMS Mail ID if the support rep has one.
  5. Enter the cost details of the support rep in the Cost per hour field.
  6. Select the department to which the support rep belongs and enter his/her job title.
  7. If you have added any organization-specific fields for the new support rep form, those will be available under the Additional Support Rep Details block. Enter the relevant information.
  8. Now, in the Login Details block, you can provide login access to the support rep with specific access privileges or enable administrative privileges for the support rep. To enable login access to the support rep with specific access privileges, select the check box beside the statement Enable Login for this Support Rep. This displays the Assign Role block just below the login and password fields.
  9. 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.
  10. In the Assign Role block, select the roles from the Available Roles list and click the >> button to assign those roles to the support rep. 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. To enable administrative privilages, just select the check box Enable Administrator Privileges for this Support Rep.
  11. Click Save.

If you want to add more than one support rep, then instead of clicking Save, click Save and add new button. This adds the new support rep and reopens the add support rep form after displaying a message that the new support rep is added successfully.

If you decide to give the login access for the support rep at a later time, you can save the support rep 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 support rep details.

At any point, if you decide not to add the new support rep, then click Cancel to get back to the support rep list. Clicking the View List link on the top right corner of the add support rep form will also take you to the support rep list view.

 

Edit Support Rep

 

If you have added a support rep without giving the login details, then you can enable the same by editing the support rep's details.

 

To edit a support rep information

  1. In the Support Rep List page, click the edit iconEdit Iconbeside the support rep's full name that you wish to edit. If you have not enabled the login permissions, the edit support rep form opens with a view similar to the add support rep form. Enable the login permissions as mentioned in the add support rep form (starting from step 6 onwards).
  2. If the login permissions have been added while adding the support rep itself, then the edit support rep form will look as below:
    Edit Support Rep Form
  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 support rep, if you wish to add a new support rep, then click Save and add new button instead of clicking Save button after making the changes. The Add Support Rep form opens after displaying a message that the changes have been updated successfully.

You can also change the password of the support rep from the Edit Support Rep form.

  1. Click the Reset Password link available beside the Password field in the Edit Support Rep form.
  2. In the Reset Password pop-up, enter the New Password in the field provided below the login name.
    Change Support Rep Password
  3. Click Reset Password. If you do not wish to change the password, click Close instead of Reset Password.
  4. In the Edit Support Rep form, click Save.

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

  1. In the Edit Support Rep form, below the password field, click the Yes link beside the Remove Login field. A confirmation window appears.
  2. To continue removing the login permissions, click OK. A message is displayed informing the removal of the login permissions and the support rep edit form is displayed without the login details. If you do not wish to remove the login permission, click Cancel.
  3. Click Save.

Delete Support Reps

  1. In the Support Rep List page, click the delete iconbeside the support rep's full name that you wish to delete. A confirmation dialog is opened.
  2. Click OK to proceed with the deletion. If you do not want to delete the support rep, then click Cancel.

Note: Delete icon will not be available beside the name of the support rep who has currently logged in to the application. To delete that support rep, you need to log out and log in as a different support rep and then delete the details. Also, the administrator support rep details can be deleted only by another support rep with administrative privileges.

 



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