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
- Log in to the SupportCenter Plus application using the user
name and password of a SupportCenter Plus administrator.
- Click the Admin tab in the header pane.
- In the Users block, click the Support Reps
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
- Click the Add New Support Rep link available in the
top right corner of the Support Rep List page.
- 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.
- 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.
- You can also enter the SMS Mail ID if the support rep has one.
- Enter the cost details of the support rep in the Cost per
hour field.
- Select the department to which the support rep belongs
and enter his/her job title.
- 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.
- 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.
- 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.
- 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.
- 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
- In the Support Rep List page, click the edit
icon
beside 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).
- If the login permissions
have been added while adding the support rep itself, then the edit support rep
form will look as below:
- 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.)
- 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.
- Click the Reset Password link available beside the
Password field in the Edit Support Rep form.
- In the Reset Password pop-up, enter the New Password in the field provided below the login
name.
- Click Reset Password. If you do not wish
to change the password, click Close instead of Reset Password.
- In the Edit Support Rep form, click Save.
While editing the support rep details, you can also choose to remove
his/her login permissions.
- In the Edit Support Rep form, below the password field, click
the Yes link beside the Remove Login field. A confirmation window
appears.
- 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.
- Click Save.
Delete Support Reps
- In the Support Rep List page, click the delete icon
beside the support rep's full
name that you wish to delete. A confirmation dialog is opened.
- 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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