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Administrator Guide

Vision Helpdesk Staff Settings

Karishma Sibal Apr-25th, 2015 12:12 0 0

Staff : Staff are technicians who reply to customer queries and help them with the resolution for same. You can add your staff members from here, while adding you need to configure below settings :

Note: The staff agents can only be added or edited by the super admin or the domain admin.

Note: The access to various features and modules for the staff can be managed under Role and team access. (Admin Settings >>> User Settings ).

Steps to add staff -

Click on Add button and the add below details -

Initials : You can add initials for your staff. For example if staff name is Troy Levis then you can have initials as TL

First name : You can add first name for staff.

Last name : You can add last name for staff.

Gender : You can add Gender for staff - female,male .

Mobile number : You can add Mobile number of staff.

Is a CAB (Change Authority Board) User: You can define the approvers for change,problem and release modules.

Timezone: You can set Time zone for your staff.

Use assigned departments to team : If you select Yes then staff would be assigned departments which are assigned to team. If no you can select the departments for that staff

Team : You can assign team for staff like Sales,support team etc.

Role : You can define roles for staff i.e. Access rights. Say you have a trainee staff and you have created a role for trainee and defined access rights for

Email : Staff would be receiving alerts if set on this email.

Username : Username of staff using which they can use to login to manage portal

Job title : Designation of staff

Send staff registration email : You can set it Yes or no as per your requirement if you want to send email to staff.

Steps to update a staff -

Profile : Here you can edit the profile details for staff like personal data, timezone and company details.

Access : Here you can configure below details like -

  • Is a CAB (Change Authority Board) User: You can define the approvers for change, problem and release modules.

A staff who is added as a CAB user does not require an additional license.

CAB user are just approver and can see only approval requests.

  • Schedule: You can define under which schedule (working hours ) staff is going to work.

  • Team : You can define team access.

  • Role : You can select role for staff.

  • Use assigned departments to team : If you select Yes then staff would be assigned departments which are assigned to team. If no you can select the departments for that staff

Signature : You can define department wise Signature or a common signature for staff which can be used while replying back to Incident. Also signature can be added for Forums.

Change password : Staff can update or reset their password.



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