Creating Staff Agents
You may need to set up access to Service Desk for Staff Agent users who do not exist in RMM (and therefore were not imported during integration). Any staff Agents you create here will only have access to Service Desk and not Remote Management & Monitoring.
- Go to Settings - Staff - New Staff Agent.
The following details are displayed:
The Staff Agent's name
||Billing cost (per hour)
||The Staff Agent's email address - this serves as the username when logging in to Service Desk
||The Staff Agent's password. This can be changed later by the Staff Agent from the Profile page, accessed from the dropdown at the top right of the screen.
||Choose a profile image
|Access and Notifications
||Choose the Role you want to assign to the user from the list of those available.
When selected you can choose from a list of areas the user will be permitted to access in addition to those granted by the chosen role.
Note - This option is only displayed when a role other than the 'Admin' role is selected - the 'Admin' role allows access to all areas of the application.
||Select which queues the Staff Agent will be able to access those available.
- All Notifications Enabled
- Queue Specific - select from the queues available
- Tickets Assigned to me
- Notification Disabled
||User's contact details
- Once completed click on Save Changes to save.