ManageEngine ServiceDesk Plus 8.0 :: Admin Guide

Configuring Technicians
ManageEngine ServiceDesk Plus 8.0 :: Admin Guide
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 application and also provide them with various access privileges that suit their role
and need.
To open the technician configuration page,
1. Log in to the ServiceDesk Plus application using the user name and password of a
ServiceDesk Plus administrator.
2. Click the Admin tab in the header pane.
3. In the Users block, click the Technicians icon . This opens the technicians list view page.
Here you can add, edit, or delete technicians.
Add Technician
Note: The Site Admin can add and view the technicians of the site to which he/she is
associated by selecting the site from the Technicians for combo box. The Technicians for
combo box will appear if the sites are configured. The sites can be configured in Admin-
Sites.
To add a technician and associate a role with him/her,
1. Click the Add New Technician link available in the top right corner of the Technician List
page. This opens the Add Technician form.
2. Enter the Full Name and Employee ID of the technician in the Personal Details block. The
name is a mandatory field.
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. You can associate multiple sites to a technician. Select the sites to which you want to
associate the technician from the list of Available Sites and move it to Associate Sites by
clicking >> button. Similarly you can also dissociate the sites. You can also
associate/dissociate sites from the technicians in the Technicians list page. Note: If sites are
not associated to the technician, then the technician is associated to "Not in any Site"
automatically.
7. You can also assign Groups to the technician. Select the groups from the list of Available
Groups and move it Associated Group by clicking >> button.
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. If you wish to assign the technician with the privilege to approve service requests, then
enable Service Request Approver check box.
10. You can also assign the technician with the privilege to approve Purchase Orders on enabling
the check box beside Purchase Order Approver. Set the Approver Limit within which the
technician can approve the PO. A link is sent to the technician to accept or reject the PO.
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