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 technicians in the application and also provide them with various access privileges that suit their role and need. To add a new technician click the Add New Technician link available.

Add New Technician

Name: Enter a name of the technician.
Employee ID: Enter the employee ID of the technician.
E-Mail: Enter the e-mail ID of the technician.
Phone: Enter the phone number of the technician.
Mobile: Enter the mobile number of the technician.
Cost per hour: Enter the value for cost of the technician per hour.
Department Name: Select the department to which the technician belongs to from the drop down combo box.
Job Title: Enter the specific job title of the technician.

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

To enable login permissions for the technician, select the check box, Enable Login for this Technician. Now enter a login name and password. The login name needs to be unique.

Now you need to assign a role to the technician, which will define his access privileges to various modules in the application. If you want the technician to have complete administrator access then select the check box, Enable Administrator Privileges for this Technician. Else, in the Assign Roles block, choose the roles from the list of available roles and move it to Assigned Roles by clicking >> button.

Click the Save button to save the technician and return to the list view.
Click the Save and add new button to save the technician and add another technician.