The Manage Technicians section allows managers/directors to define what options technicians will have in Helpdesk. This interface will show a list of technicians in your department. If you have the access to manage multiple departments, you will need to select the desired department from the drop down list.
You can add an additional technician to a department by selecting Add Technician in the bottom left. This will walk you through a short wizard which will appear on the right. Every technician is linked to a SchoolObjects account, so you will be prompted to search for an account using email address or name. Once an account is selected, complete the wizard to see that new technician's name in the list.
When selecting a technician from the list, you will see three tabs used to define that technician's properties. The General tab will allow you to configure a technician's responsibilities and settings. Here you can select a supervisor for that technician from a drop down list of all available technicians. The supervisor option may also be referred to as that technician's manager. This person will review tickets (Supervisor Review enabled), receive and manage specific emails, etc. Below this you can define which group or division this technician belongs to. This is an optional feature, and the default is none. If this department has labor cost enabled, then you can also define the technician's hourly wage. This will automatically fill in on a ticket when assigning labor hours. And finally, you can specify which campuses this technician is responsible for. If this person is district wide, then do not check any campuses.
The Roles and Rights tabs will allow you to configure the security level and options for that technician. Rights are individual access permissions. For instance, you could give a technician the ability to contribute to the knowledge base. A Role is a collection of rights predefined for you. For instance, the Technician Role gives a user the Rights Receive Tickets, View All Tickets, Use Items from Parts Store, and Contribute to Knowledge Base. It is highly recommended that you only use rights when the roles options do not function in a given situation.