When looking at the Tickets Tab, a manager or supervisor will work very much like a technician. However, because the rights for Helpdesk are customizable, these options may vary. The example below shows a potential interface for a Helpdesk manager/director.
In addition to the regular categories that technicians see, managers/supervisors/directors may have Assigned to My Techs. This will show a list of all tickets assigned to those technicians that have this person assigned as their supervisor. Under Completed Requests is a list of tickets a manager/supervisor/directors' technicians have completed entitled My Technicians Completed. Both lists will by default be sorted by technician name.
Managers and directors may also have several additional options under Requiring My Attention. By default tickets are never deleted immediately. Requestors and technicians can request that a ticket be deleted, and a manager or director will have to approve or disapprove that request. All requests for deletion will appear under Requested Deletion. Every ticket in this list will have a small red X next to the request type icon.
When looking at a ticket that has deletion requested, you will see an orange bar below the details and above the ticket log. Simply click on this bar and approve or deny deletion. It will then fall into the Deleted category of completed requests. It will no longer count towards any reports or statistics.
Just below Requested Delete is Pending My Review. The option for Supervisor Review must be turned on for your department in order to see this option. If so, then the selected supervisor for each technician can review all completed tickets for those technicians. Ideally, this allows managers and supervisors to track which completed tickets they have and have not looked at. Much like deleted requests, all Pending Review tickets will appear in this list.
Instead of an orange bar below the details, managers and supervisors will see a Reviewed option on the top toolbar. Selecting this will allow the entry of any notes or comments when reviewing. Once submitted, the ticket will be listed as Complete instead of Pending Review in the completed tickets list (Review All Requests). And if necessary, the ticket can be re-opened using the option just to the right of Reviewed.
Proxying and Recurring Requests
Most managers/directors will have the ability to proxy a request and create recurring requests. These additional options are found in the bottom left under Create a New Request.
Proxying a request allows one user to submit a ticket as another user. The first step in proxying a request is to choose who you are going to create this ticket as.
This first screen will prompt you to enter the name or email of that user. If searching by name, it is recommended to use their last name only. It will present a list of possible matches to choose from should there be more than one. Once the user is chosen, the ticket submission process is identical past that point.
Creating a recurring request is very similar. The ticket submission process is identical to a standard ticket. First, you will need to choose a request type. When entering the details for the ticket, the same custom properties and other required fields will display.
However, just above the Detailed Request box, you will see the options for recurrence. Recurring requests can be weekly, monthly, or every so many days. You can check more than one day of the week when using the weekly option. However, the monthly option will prompt you to pick a certain day of the month. The "Every X Days" option will ask for a single number as well.
Once created, you can review all recurring requests you have created under My Recurring Requests. Remember, recurring requests that you create will auto assign themselves to you, and the requestor will be you as well.