Administration
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Administration
There are four types of access that can be granted in the Helpdesk application. The role that is
assigned dictates what a user can able to view. The four role types are:
Helpdesk User:
This role allows users to submit incidents and track them through completion.
Technician:
This role is for system engineers and technicians. People assigned to this role can
submit incidents, track incidents assigned to them and to their designated queue, and consult
the knowledge base for solutions to previously diagnosed incidents.
Reporter:
This role is for the technician’s managerial staff. It enables managers to report on
the efficiency of their technical staff.
Administrator:
This role allows network administrator to set up new users, new queues, and
modify system configurations as needed.
NOTE:
You can assign combinations of the roles above to grant the access your staff needs. For
example, you can grant an administrator the Administrator role and the Reporter role so he or she
can add users and track the technical staff's efficiency.
Section 2.1, “Helpdesk User,” on page 19
Section 2.2, “Technician Role,” on page 22
Section 2.3, “Reporter Role,” on page 24
Section 2.4, “Administrator Role,” on page 26
2.1 Helpdesk User
Helpdesk provides an online resource for employees to report problems and to check the status of
their submitted incident tickets. This allows Helpdesk users the reassurance that their incidents have
been received by support teams.
A Helpdesk user has the most basic access in Helpdesk application. A user only has access to the
Incident
menu panel. From this panel, users have access to add or look up a Helpdesk ticket. After
they are logged in, the Helpdesk users are directed to the Add New Incident page.
