A technician will have all of the same options as an end-user as well as additional request management options. These options may vary depending on the configuration of helpdesk and your rights. However, they allow a technician to view requests based on assignment, campus, and request status. Above is an example of a technician's interface.
Searching, Filtering, and Sorting
A technician can also search through a list of requests by using the small funnel icon at the top of the list. By filling in any of the field options, you can filter out the requests within a given list. The Asset Tag/Barcode option is designed for Facilities and Events integration, and will not function without that configured. The Contents search will actually do a keyword search through the details of a ticket.
A technician can quickly search for a ticket by typing the ticket ID number using the search box directly above the list of tickets.
To sort or print the list of requests, right click the top of the request list. The context menu allows you to change how the requests are sorted and print the list.
Print All Unprinted Tickets - This features allows a technician (or anyone with the ability to see ticket lists) to print a list of open tickets, one per page. Once the ticket has been printed using this specific print option, it will be flagged as printed. Printing again with this option will only print tickets that have not yet been flagged as printed. Printing a ticket individually or printing a list of all tickets will not affect the "Print All Unprinted Tickets" feature.
Editing Request Details
Technicians also have many more options when editing the details of a request.
In addition to the options that an end-user has, a technician can set a due date on the ticket, add additional requesters to the ticket, add work hours to the ticket, close the ticket, reassign the ticket, or change the ticket's properties.
The method in which a ticket is reassigned depends on how your district has configured helpdesk. A technician can either assign the ticket directly to another person, or they may not have that right and will have to request that it be reassigned. The empty box above the first name in the list of technicians is a search field to narrow the list of technicians when assigning a ticket.
The pencil button enables a technician to change the properties of a ticket. This allows the original information, such as campus and room number to be changed. Some of these properties can be Technician Required or User Required. If any of them are marked Technician Required for the request type, it will not let you close the request until you have filled in these required properties.
Adding an additional requester to the ticket allows an additional person to stay informed about a ticket. To add additional requesters to the ticket, click the + next to the requesters name and enter the person's first or last name. If more than one name appears, select the correct person from the list and choose Add Contact.
To add technician work hours to the ticket, click on the + next to Work Hours. Enter the number of hours spent on the ticket and click Add Time. Work hours for another technician can be added to the ticket as well by using the drop down list to choose another technician. This is only available to departments with labor tracking enabled.
If you have the F&E application, you will also be able to click on the asset tag/barcode link to view the asset details, all tickets on the particular asset, and view/edit the Journal tab.
In addition to editing details for a ticket, a technician can add parts to the ticket from the Parts and Labor tab. This will allow a technician to pull parts out of the parts store and assign them to a request. This too is only available to departments that have enabled parts tracking.