Technicians

The IT help desk team comprises of Technicians who are responsible for handling requests, raised by the employees of the organization. Each Technician in the help desk team is assigned with Roles to perform specific tasks in the application. If your organization is spread across multiple sites, then you can associate sites to the Technicians. The site association restricts the Technician's access to other site information.

Apart from this, you can also assign Technicians to specific Technician Groups. Grouping Technicians facilitates the incoming requests to be categorized and assigned to the specific group respectively.

To access Technician list,

1. Click the Admin>>Users>>Technicains

2. In the Technician List view that appears, you can add, edit, and delete Technicians.

NOTE:

1. If multiple sites (with Related Settings as Copy default settings or custom settings) are configured in the application, then a Technicians association for drop-drown box is displayed in the Technicians List view.

2. If you are logged in as a Site Administrator, then you have the privilege to add, edit and delete Technicians associated to your sites. 

Adding Technician

To manually add a Technician in ServiceDesk Plus,

1. In the Technician List view, click Add New button.

2. Fill in the necessat details like Name, Display Name etc. You can also mark a Technicain as a VIP user. The other configuration available are Login Details, API Key generation, Integrations with DesktopCentral and Mobile Device Manager Plus, and Assiging Roles,
   
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   NOTE: If a Technician is not associated to any site, then by default, the Technician is associated to Not in any Site.
               If you have selected any of the check boxes (Service Request Approver or Purchase Order Approver), then the email address of the Technician should be specified. 

3. To provide login credentials, select Enable login for this Technician check box and then provide username and password.

4. To assign roles, select one or more roles from the Available Roles column and click >> button. The selected role(s) is listed in the Assigned Roles column.

5. To generate the API Key, click the Generate link. Select a time frame for the key to expire or simply retain the same key perpetually. If a key is already generated for the Technician, a Re-generate link appears. 

6. Click Save button. If you want to add more than one Technician then, click Save and Add New button. 

NOTE:

• In general, the users are imported into the application using any of the following methods namely, Active Directory Import, LDAP or Import from CSV file. The imported users are listed in Admin -> Requesters. From the Requesters List view, you can categorize the users into Requesters and Technicians. To change a user as Technician, click Change as Technician option and associate sites, assign Technician group and provide access permissions to the Technician.
• While enabling login permission to a Technician, you can also provide the Technician with Desktop Central login access and DC Role. The two DC Roles are DC Admin and DC Guest. Select the check box Enable to access Desktop Management Functionality and provide either of the role to the Technician. When the Technician logs into ServiceDesk Plus using his/her credentials, the Technician can view the Desktop Management drop-down menu, from where, the Technician can perform Desktop Management functionality from within ServiceDesk Plus web console.
• The API Key for the Technician is essential while integrating ServiceDesk Plus with REST API or with Desktop Central application. The API Key performs as anauthentication mechanism between the two applications.

Editing Technician

You can edit technician details individually or collectively (bulk editing). When you edit a single technician, all fields are available to edit. When editing multiple technicians only certain fields are available.

To edit details of a single technician:

1. Go to Admin>>Technicians.

2. Click the edit icon beside the technician's name.

3. In the edit form that appears, make necessary changes.

4. Finally, click Save. 

To edit details of multiple technicians:

• Go to Admin>>Technicians.

• Select one or more technicians and then select Edit from the Actions drop-down menu. 

• In the edit for that appears, make necessary changes.

• Finally, click Save. 

Send Password Reset Link

When technicians forget their password, you can send a password reset link to them.

To send a password reset link to a user,

• Go to the user's details page.

• Click the Actions menu on the details page and select Send Password Reset Link.
  
  

An email with the password link will be sent to the user. The link will be valid for 15 minutes.

NOTE:

Adding/Removing Login Permissions

You can add/remove the login permission of the Technician while performing the edit operation.

Adding Login Permission

To add login credentials for the Technician, refer here.

Removing Login Permission

1. In Login Details block, click the Yes link beside Remove Login field. A dialog box confirming to remove the login permission for the Technician appears.
2. Click OK to proceed. If you do not want to remove the login permission, click Cancel.
3. Click Save in the Technician form.

Associating/Dissociate Workstations to Technicians

To associate workstations to the Technician:

1. In the Technician List view, select the Technician to associate workstation.

2. Click Associate Workstation option. The Associate Workstation window pops up. By default, all the workstations configured in the application are listed in Workstation List column. You can also choose to display the unassigned workstations alone by selecting Show unassigned only link.

NOTE: Selecting Show unassigned only link changes the link to Show assigned only.

3. To associate workstations, select one or more workstations from Workstation List column and click >> button. The selected workstation(s) are listed in Associated Workstations column.

4. Click Save button.

To dissociate workstations for the Technician:

1. In the Technician List view, select the Technician to dissociate workstation.

2. Click Associate Workstation option. The Associate Workstation window pops up. By default, all the workstations configured in the application are listed in Workstation List column. The workstations associated with the Technician are listed in Associated Workstation column.

3. Click Dissociate All button. The workstations are dissociated from the Technician.

Changing Technicians as Requesters

 To change Technician as requester:

1. In the Technician List view, select the check box beside the Technicians to change as requesters.

2. Click Actions drop down button.

3. Select Change as Requester option. A dialog box confirming the operation appears.

4. Click OK to proceed. The selected Technicians are changes as requesters and listed in the Requester List view.

Associating Technicians to Site

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 Technician List view.

1. Select the check box beside the Technician(s) to associate site.

2. Click Actions drop down button.

3. Select Associate to Site option. The Associate Technician(s) to site pops up.

4. Select the Site to which you want to associate the Technician.

5. Click Associate button. The Technician is associated to the site.

Dissociating Technicians from Site

You can dissociate bulk Technicians from a site using this option.

1. In Technician List view, select the check box beside the Technician dissociate site.

2. Click Actions drop down button.

3. Select Dissociate from Site option. The Dissociate Techncian(s) from site pops up.

4. Select the Site from which you want to dissociate the Technician.

5. Click Dissociate button. A dialog box confirming the operation appears.

6. Click OK to proceed. The Technician gets dissociated from the site.

NOTE: Dissociating the Technicians from a site will remove all their traces from SLA, Business Rules and Groups associated to that site.

Deleting Technicians

To delete Technician(s),

1. In the Technician List view, select the check box beside the Technician to delete.

2. Click Delete button. A dialog box confirming the delete operation appears.

3. Click OK to proceed with the deletion. The selected Technician(s) is deleted from the list.

NOTE: The delete icon will not be present for the Technicians logged into 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.