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 requests
Edit other Technicians' requests
Create Alerts
Create, edit, publish and delete Knowledge Base Articles 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.