Roles

Roles are used in Help Desk to create a custom permission template for technicians.

1. Navigation:
2. Help Desk
3. Admin
4. User Management
5. Roles

Creating a New Technician Role

1. Click the Settings menu in the upper right of the dashboard.
2. Select User Management, then Roles.
3. Select Clone to the right of "Default Service Technician Role."

You can now customize a Service Technician role:

• Name (required): Identifies the role being created. You have up to 50 characters to define the name field (example: “Level I Technician”).
• Description: Further explanation of the intended role. The description field as allowed up to 250 characters (example: “Technicians with less than 2 years in the technician position”).
• Ticket Permissions: Define the activities within Help Desk that this technician is allowed to complete. Make sure each appropriate activity has a check in the box to the left of the activity.
• Ticket Visibility: Determines what is visible in the "Tickets" drop-down menu.
• Article Permissions: Defines whether technicians assigned to this role are allowed to create and edit articles in the knowledge base. Deselecting this box will remove the "Create Article" button from the technician’s dashboard, as well as the "My Articles" item from the "Knowledge Base" drop-down menu.
• Reporting Permissions: Defines whether technicians assigned to this role are allowed to access the "Reporting" menu from the technician’s dashboard. Deselecting this box will remove the button from the technician’s dashboard.

Considerations for Creating Customized Technician Roles for Special Groups

• Approve tickets
• Change Status – Required for tickets to complete routing process
• Add Followers – Optional; add others for informational purposes
• Bulk Close Tickets – Allows multiple tickets to move to a "Closed" status
• Bulk Assign Tickets - Allows the assignment of multiple tickets to one technician