Click 'Admin Panel' > 'Staff' > 'Staff Members'
Use the links below to jump to the section you need help with:
Click the name to open the 'Update Staff' screen. The screen lets you view and edit staff details, and change their role and department. See Update details, role and department of staff for more information.
You can create a custom role by cloning a default role then editing its permissions. If a staff member has a custom role then the portal role column shows the default role from which it was created.
User Name - The name the staff member uses to log into ITarian and Service Desk
Staff Name - The full name of the staff member
Email Address - The email address of the staff member
Note: You cannot edit the username or email address from here. Account admins can edit the staff name in the ITarian interface at ‘Management’ > ‘Staff’.
Role – The role determines the staff member’s privileges in Service Desk. There are two ways you can approach roles:
1) Use the ITarian roles - Login to ITarian > click ‘Management’ > ‘Roles’.
All roles created in ITarian are automatically mirrored in Service Desk. You can clone a default ITarian role and modify its permissions to create a custom role. ITarian roles are also cascaded to other modules such as Endpoint Manager and CRM.
2) Create roles in Service Desk - Open Service Desk > click ‘Admin Panel’ > ‘Staff’ > ‘Roles’
Roles you create in Service Desk are exclusive to the application. They are not mirrored in other ITarian modules like Endpoint Manager or CRM.
Staff imported from ITarian inherit the role they have in ITarian. You can change this role in the Service Desk interface at any time.
Select a role for the staff member from the drop-down:
Department - The internal department to which the staff member belongs. New staff are auto-assigned to the Service Desk ‘Default’ department. You can view and change the default department at ‘Admin Panel’ > Settings’ > ‘System’.
Service Desk ships with three basic departments:
Click 'Admin Panel' > 'Staff' > 'Departments' to create new departments.
Select a department you want to assign to the staff member from the drop-down:
Phone Number: Enter the contact number and extension for the staff member.
Mobile Number: Enter the cell phone number of the staff member
Staff Signature: This text is appended to all outgoing mails from staff to customers. It can include, for example, company contact details, disclaimers or ‘About us’ information.
Click 'Save Changes' to update the staff member’s details.
Reset a staff member’s role
Resetting a staff member’s role reverts it to their original ITarian role.