Technician Role; Technician Add New Incident - Novell OPEN WORKGROUP SUITE SMALL BUSINESS EDITION 9.3 - ADMINISTRATION 10-2007 Manual

2.2 Technician Role

The Technicians panel is where you add Helpdesk tickets and visit existing and competed Helpdesk
tickets assigned to you. The Technician Add field allows you to specify the username you are
submitting the helpdesk ticket for. To access the Technicians panel, you must be a helpdesk
technician or administrator.
A Helpdesk Technician is granted the basic Helpdesk access along with added access to the
Technicians panel. Therefore, technicians can view both the Incidents panel and Technicians panel
when they log in to Helpdesk.
The Knowledge Base is where technicians have access to search all Helpdesk tickets by the incident
description, queue, and date. This enables technicians to search for solutions to similar problems.
This is an invaluable time-saving feature for IT staff.

2.2.1 Technician Add New Incident

1 Click Add under the Technician section.
2 In the User field, specify the user's name. This is associated with the incident ticket.
22 Helpdesk Administration Guide