ManageEngine ServiceDesk Plus 8.0 :: Admin Guide

ManageEngine ServiceDesk Plus 8.0 :: Admin Guide
If notification rules are configured, Once the backup technician is configured, notification e-mails will
be sent to selected technicians or the group in which the unavailable technician is present.
Note: Backup Technicians can be configured only up to one level. This means, if the
backup technician is on leave, another backup technician cannot be configured.
All information relating to unavailability of a technician, including the period of leave and backup
technicians (if configured) are displayed in the Backup Tech Chart.
Re-Assigning Requests:
Requests assigned to a technician can be re-assigned to another technician through the Technician
Calendar.
To re-assign requests to another technician,
1. Click on the number of requests and this opens the Backup Technician Assignment screen
along with the list of requests in the second half of the screen.
2. Select the requests that need to be re-assigned by clicking on the check boxes.
3. Select the Technician from the Technician drop down box.
4. Click on Re-Assign button to assign the requests to another technician.
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