Assign Technician or Group to Requests

Assign Technician or Group to Requests

Each technician owns a request and handles it from the time assigned to the time it is closed.

Role Required: SDAdmins; Technicians with Assigning Technician permission

To assign a technician to a request,
  1. Go to the Requests module and click the subject of a request to open it. Ensure you have selected the respective customer from the drop-down in the header.
  2. In the request list view, click Assign. Alternatively, you can assign a technician by inline-editing the Technician field on the right pane.

  1. In the pop-up displayed, select the Site from which you want to assign the technician/group.
  2. You can either assign the request to a specific technician, a technician group, or to a specific technician within a group.
    1. To assign a group, select the technician group from the respective drop-down and click Assign.
    2. To assign a technician, choose the technician from the respective drop-down and click Assign.
    3. To assign a specific technician in a group, choose the appropriate options from the respective drop-downs and click Assign. 
Info
The online/offline status of technicians will be shown by a green/gray circle in the drop-down.  You can toggle the Show only online technicians button in the drop-down to display technicians who are online.


Assigning Technician/Group from the Request List View 

  1. Go to the Requests module and choose the customer from the drop-down in the header, or select All Customers.
  2. Ensure that the Technician and Group columns are displayed in the list view.
  3. To enable these columns, click the Column Chooser .
  4. Select the Technician and Group check boxes from the drop-down.
  5. Click Save.
  6. On the request you wish to assign, click the Technician or the Group column. The technicians/groups associated to the selected customer (or all customers) will be displayed.
  7. Select the group and the technician from the respective drop-downs in the pop-up.
  8. Click Save.
 

Bulk Assign Requests to a Technician     

You can assign multiple requests at a time to a technician from the request list view.
  1. Go to the Requests module and choose the respective customer from the drop-down in the header.
  2. In the request list view, select the requests you want to assign using the check boxes.
  3. Click Assign and select the technician from the drop-down list.
    1.  You can toggle the Show only online technicians button in the drop-down to display online technicians.   
  4. Click Save.
Info
You cannot assign multiple requests to a group.  

Unassign a Technician/Group 

To un-assign a technician or a group,
  1. Go to the Requests module and choose the respective customer from the drop-down in the header.
  2. In the list view, click the subject of a request to open it.
  3. In the request details page, click Assign. Alternatively, you can directly click the Technician or Group columns in the request list view.
Info
 These columns will be displayed only if they are enabled in the Column Chooser  .  
  1. In the pop-up displayed, click    on the fields to clear the selected options.
  2. Click Assign to save the setting.

 
 

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