22
Helpdesk Administration Guide
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2.2 Technician Role
The
Technicians
panel is where you add Helpdesk tickets and visit existing and competed Helpdesk
tickets assigned to you. The
Technician Add
field allows you to specify the username you are
submitting the helpdesk ticket for. To access the
Technicians
panel, you must be a helpdesk
technician or administrator.
A Helpdesk Technician is granted the basic Helpdesk access along with added access to the
Technicians
panel. Therefore, technicians can view both the
Incidents
panel and
Technicians
panel
when they log in to Helpdesk.
The
Knowledge Base
is where technicians have access to search all Helpdesk tickets by the incident
description, queue, and date. This enables technicians to search for solutions to similar problems.
This is an invaluable time-saving feature for IT staff.
2.2.1 Technician Add New Incident
1
Click
Add
under the
Technician
section.
2
In the
User
field, specify the user’s name. This is associated with the incident ticket.
