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 Cloud and also provide them with various access privileges that suit their role and needs.

Add Technician

User Management Privileges for Technicians

Edit Technician

Associating organization roles to technicians

Associate Technicians to Sites

Dissociate Technicians from Sites

View Associated Assets and Licenses

Delete Technicians

Bulk Actions

To open the technician configuration page,

1. Click Setup  > Users and Permissions > Technicians.

2. You can find the list of technicians where you can add, edit, or delete technicians.

Add Technician

To add a technician and associate a role:

1. Click New Technician on the Technicians page.
2. Enter the First Name (mandatory) and Employee ID of the technician in the Personal Details block. You can also add the last name and display name (optional).
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. Select the site to which you want to associate the technician. You can associate multiple sites with a technician. Under Site Association, you can either search or select the site from the available list. To remove the selected site, click the close icon on the selected site. Not in any Site is auto-populated if the technician is not associated to any site.
7. Under Groups Association, you can assign groups for the technicians. You can either search or select the groups from the available list. To remove the selected group, click the Close icon on the selected group.
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. You can also assign the technician with the privilege to approve Purchase Orders on enabling the checkbox beside Purchase Order Approver. A link is sent to the technician to accept or reject the PO. You can also specify if the technician can approve POs of any budget or limit it to a maximum.
10. To provide login access to the technician with specific access privileges or enable administrative privileges for the technician, enable the checkbox beside Enable Login for this technician.
11. By default, the Enable Custom Privileges option is selected and the Login Details block is displayed as given below.
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.

When you enable login access for technicians in verified domains, the technicians will receive a one-time password via email, with which they must log in to the application, and reset the passwords.

Sample mail for OTP

Advanced Permissions

Assigned Organization Roles

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

2. If you want the technician to have complete administrator management privileges across the application, then select Enable Administrator Privileges (SDAdmin).

3. 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.

4. 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.

User Management Privileges for Technicians

If you want the technician to have user management privileges you can provide them with Organization Admin privileges from the ESM Directory.

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,

• Select the site of the technician which you wish to delete from the Filter by Site drop down. By default, the list of all the technicians is displayed. Click the edit icon  beside 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 for the technician.

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

Associating organization roles to technicians

You can assign multiple organization roles to technicians who have login access to the application. Technicians assigned with organization roles will play a role in the approval process of the service requests.

You can assign roles only when editing a technician account.

Select a technician name and click Assign Role at the end of the page.

Select an organization level, role and value.

Click the Add icon to associate more organization roles to the technician, then click Save.

Sample screenshot:

Associate Technicians to Sites

You can now bulk associate technicians to sites. If you have added technicians without associating them to sites, then the same can be done from the technician's list view page.

• From the technician's page, enable the check box besides the technician name for whom you want to associate site.
• Click Actions > Associate to Site. The Associate technician(s) to site popup appears.
• Select the site to which you want to associate the technician from the combo box. Alternatively, SDAdmins can click Prefill sites and groups and select a technician to auto-fill the sites already associated with the technician in the site field.
• Select the group from the combo box.
• Configure whether to add the sites and groups with existing options or overwrite it.
• SDSiteAdmin cannot overwrite sites and groups for technicians who are not part of their site.
• Click Associate.

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 technician's list view page.

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

2. Click Actions > Dissociate from Site. The Dissociate Technician(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 the Dissociate button. A pop-up window confirming the operation appears. Click Ok to proceed. The technician gets dissociated from the site.  

View Associated Entities 

You can view assets, consumables, and software licenses that are associated with a technician from the technician list view. To view the associated entities, click the Actions beside the technician, and choose View Associations. You can view the associated assets, consumables, and software licenses under the respective tabs.

Delete Technicians

1. Enable the checkbox beside the technician which you wish to delete from the Technician List page.

2. Click the Actions button and select Delete Technician(s) option. A confirmation dialog is opened.

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

4. When a requester is deleted, please note the requester details are deleted ONLY from the ServiceDesk Plus Cloud service. The Zoho account created for the requester would still be active and the requester can access other services of Zoho he has signed up to as before.

Delete icon will not be available beside the name of the technician who has currently logged in to 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.

Bulk Actions

On the technician list view page, you can perform the following bulk actions on technicians:

1. Associate Project Roles
2. Change as Requester
3. Associate Site/Group
4. Dissociate Group
5. Enable Approval Permissions
6. Set values for additional fields
7. Associate Login Roles
8. Delete