The IT help desk team will comprise of the help desk team manager, help desk agent, and technicians who will be handling the requests posted / raised by various employees in the organization. You can add, edit, or remove the requesters in the application and also provide them with login permissions to access the self-service portal. You can add requesters and their details either manually, or from Active Directory, or from a CSV file.

To add a list of requesters from Active Directory

1. Click Import from Active Directory link in the Requester List page. The Import From Active Directory window pops up.
2. From the list of domains that are listed in the Domain Name combo box, select the domain name in which the active directory from which you wish to import is installed. If the other details such as domain controller name, user name, and password have already been entered in the Domian scan page, then that will be populated automatically. Else enter the name of the domain controller in the Domain Controller Name field.
3. Provide the domain level login name and password in the Login Name and Password field.
4. Click Import Now !. The import wizard displays the various Organizational Units (OUs) available in that domain. Choose the specific OU from which you wish to import users by selecting the check box beside it.
5. Click Start Importing. Once the import is complete, the data on how many records were added, how many overwritten, and how many failed to import.
6. Click Close Window.

To add a list of requesters from a CSV file, click Import from CSV link at the top of the Requester List table. The Import Wizard opens in a pop-up window. Follow the instructions of the wizard to import the requester detials from the CSV file.

To add a new requester manually click the Add New Requester link on the right hand side corner of the Requester List table.

Add New Requester
Name: Enter the name of the requester.
Employee ID: Enter the employee ID of the requester.
E-Mail: Enter the e-mail ID of the requester.
Phone: Enter the phone number of the requester.
Mobile: Enter the mobile number of the requester.
Department Name: Select the department to which the requester belongs to from the drop down combo box.
Job Title: Enter the specific job title of the requester.

If there were any user defined fields added, then they will be listed as a group, Additional Requester Details. Enter the relevant information for the same.

Login Name: Enter the login name for the requester. This needs to be unique.
Password: Enter the password for the requester to access the self-service portal.
Re-type Password: Enter the password that you entered in the above field again.

Click the Save button to save the requester and return to the list view.
Click the Save and add new button to save the requester and add another requester.
Change as Technician
You can change a requester to technician directly with just click of a link. To change a requester to technician

1. Click the name of the requester from the Request List view.
2. Click the link Change <Requester Name> as Technician in the top right corner of the Edit Requester form. The requester is changed as technician and the edit technician form is opened.
3. If you wish to assign a different role to the technician or change any of the other details, you can do so.
4. Enter the Cost per hour value for the technician.
5. Click Save.If you do not wish to change the requester to technician, click Cancel instead of Save.