ManageEngine ADManager Plus :: Help Documentation

Help Desk delegation
What is help desk delegation
ManageEngine ADManager Plus :: Help Documentation
This feature helps administrators to assign or delegate selected activities to nonadministrative
desk users. It is recommended top delegate non-core administrator
activities to help desk technicians.
What is Help Desk Technician
A person who is entitled to perform the operations delegated by the administrator is
called help desk technician. These operations can deviate from the regular end user
functions with a bias of administrative tasks aimed to increase the productivity and
reduce administrator's workload.
What is Help Desk Role?
A specific role or a set of roles that are delegated by administrator to a unique non
administrative user to perform are called help desk roles.
What is OU based Delegation?
The OU based administration lets the administrator to delegate the tasks with a scope
limited to a specific Organizational Unit i.e. help desk users can perform the delegated
activities that fall under the purview of the assigned OU. This ensures that the security
issues are intact and the delegation runs smooth.
How to create a help desk technician?
1. Click AD Delegation
2. Click on Help desk technicians
3. Select Add New Technician.
4. Select domain
5. Select user by clicking on Browse.
6. Select a role by clicking on choose (Note: You can customize the roles. Learn
more).
7. Select the Organizational Unit (OU). This step ensures that the user's help desk
operations are restricted to this OU only.
8. Click on save.
9. To modify technician details, click the icon present near the technician's name
on the summary page.
10. You can modify Help Desk Role, OUs and also restrict the user to choose from a
selected list of templates.
11. Enable Impersonate as Admin option to allocate admin permissions to the user.
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