Technician Role

The Technician Role is assigned to service desk staff who work on requests.
 

Technicians are allocated support Processes and can then be assigned to Teams and Escalation Layers.  Technicians can belong to any number of Teams within Processes.

When enabled by the Administrator, Technicians can:

• Create new Customers

• Create new Items

• Reassign Incidents

• Edit other Technicians' Incidents

• Create Alerts

• Create, edit, publish and delete Knowledge Base Articles and Surveys, by default.

• Every Technician must be assigned to a Supervisor

• If a User is assigned multiple Roles, the privileges are consolidated within a single User view.
  See: Changing Roles.