Create a tech account

Check out this video (8:58) on setting up a Web Help Desk account.

Each tech who logs in to Web Help Desk must have a tech account. This section describes how to create a tech account for Richard Acevedo. He will be granted the default tech permissions. A tech account for his supervisor (Sara Peterson) already exists.

Techs using LDAP authentication

Beginning in Web Help Desk 12.5.2, all techs who use LDAP authentication must have a Client account with a separate user name to access their tech account. This process prevents unauthorized access to an LDAP account.

If your Tech account is disabled for any reason and you cannot access your client account, change your tech account user name. This will keep the tech and client accounts separated so you can access your client account without an issue.

Create a new account

Beginning in Web Help Desk 12.7.4, all tech and administrator accounts now require your password in the Current Password field to edit and save the account information.

If you enter an incorrect password after five attempts, Web Help Desk times out for 30 seconds before you can re-enter your password. This feature prevents unauthorized access to these accounts.

Create the supervisor account first. This allows you to select a tech supervisor when you create a non-admin tech account.

  1. In the toolbar, click Setup.
  2. Click Techs > Techs.
  3. Click New.
  4. Enter the tech's name, Web Help Desk credentials, and contact information. All bold fields are required.

    For more information about any field, see the tooltips.

  5. Specify the account type. For tech accounts, specify the tech's permissions and supervisor.

    A supervisor is required for tech accounts, but optional for admin accounts.

  6. To enable the tech to access the Web Help Desk client interface, link the tech to a client account.

    When the tech account is linked to a client account, the Switch to Client Account icon is available in the upper-right corner. The tech can click this button to display the interface exactly as the selected client sees it.

    Tech accounts can be linked to actual client accounts or a demo client account. If you link to a demo client account with the same user name as the tech, a message warns you that the client won't be able to log in except as a tech linked to the client account. Because that is the intent, you can ignore the message.

    When you are linked to a client account, the My Approvals tab displays in the Ticket Details tab. This allows you to approve one or more processes in the Tech interface without switching to the Client interface.

  7. Enable user interface enhancements to support the latest web browsers (if desired). When selected, some user interface enhancements required by the latest web browsers is enabled. This includes speed and standards requirements. See the tooltip for details.

  8. Specify the number of notes and history entries to display on a ticket. Additional entries will be collapsed by default.

  9. In the Asset Setup section, select the technologies that this tech can use to connect remotely to an asset.

    The Assets > Options configuration determines which technologies this section lists.

  10. In the E-Mail Setup section, specify the email settings and select the events that generate an email to this tech.

    For example, to enable the tech to receive notifications about certain events, select the appropriate notification checkboxes.

    An administrator may force some of these notifications for all techs in a particular Tech Group by configuring the email notifications at Setup > Techs > Tech Groups [Tech Group] > Tech Group Levels > [Tech Group Level].

  11. To prevent Web Help Desk from escalating a ticket to this tech when the tech is not scheduled to work, enter the Scheduling Setup settings.

    1. Specify the tech's business zone.
    2. If the tech's work schedule is different than the default work schedule for that zone, select the Specify Work Schedule checkbox and then select the work schedule options.

    3. Indicate if the tech is on vacation.
    4. Optionally, select a backup tech to receive this tech's escalated tickets.
    5. Indicate whether the account is active.

      Inactive techs cannot log in and do not count against your licensed seat count.
  12. In the Identity section, enter your user password in the Current Password field. This password is required when you edit a tech account.

  13. Click Save.

    If your user password is correct, the account settings are saved.

    If your user password is incorrect, an error message displays. Re-enter your password, and then click Save.

    Web Help Desk times out for 30 seconds after five failed attempts. After 30 seconds, re-enter your password.

View all logged-in techs

You can verify which techs are logged in to Web Help Desk by using the Techs screen.

  1. Log in as an administrator or tech.
  2. Click Setup > Techs > Techs.
  3. In the Tech Name column, locate the icon next to a tech name.

    Techs who are logged in display a dark blue icon next to their name.

    In this example, the icon indicates that this tech has an Admin account. The gray box surrounding the user name is a background color you can apply to a user name.

    Techs who are not logged in display a gray icon next to their name.

    In this example, the icon indicates that this user has a Tech account.

Log out a tech

  1. Log in as an administrator.
  2. Click Setup > Techs > Techs.
  3. In the Tech Name column, locate the tech you want to forcibly log out.
  4. Click the icon next to their name.
  5. Follow the prompts on your screen to log out the targeted tech.