ManageEngine ServiceDesk Plus 8.0 :: Admin Guide

Configure Backup Technician:
ManageEngine ServiceDesk Plus 8.0 :: Admin Guide
To configure a Backup Technician on the day of unavailability of a technician,
1. Click on the name of the technician who will be on leave in the Technician Availability Chart.
This opens the Technician Calendar for that month with the technician's days of
unavailability indicated in a different shade.
2. Click on Backup Tech link displayed in a different colour. This opens Backup Technician
Assignment screen.
3. Choose one of the 3 options provided to handle the upcoming requests assigned to the
unavailable technician.
� Move requests to unassigned state - The requests assigned to the technician on leave
are moved to an unassigned state, which means, it is assigned to no technician. This is
done so that the unassigned requests can be re-assigned to another available technician
by the administrator or help desk coordinator.
� Assign to following technician - This option allows you to configure a Backup
Technician throughout the absence of a particular technician. On choosing this option,
one can select the Backup Tech from the list of technicians displayed in the drop down
box. If Sites are configured, this drop down box displays only the names of the
technician who are associated with the same site as that of the technician who is
on leave.
� Don't take any action on the requests - This is the default option visible in the Backup
Technician Assignment screen. In this case, no action is taken on the requests that is
assigned to the technician. The request is assigned to the technician even if he is on
leave.
4. Click on Save after configuring the Backup Tech.
5. Once the Backup Tech is configured, an icon appears in the calendar indicating that the
backup technician has been configured. By hovering the mouse pointer over the icon, a
description box appears (as shown below) indicating the status of the backup technician
configuration.
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