N-able Take Control: Support Request Visibility for Take Control Technicians

Last Modified

Tue Sep 15 15:59 GMT 2020

Description

  • How to manage support request visibility per Technicians?
  • How can I make sure each Technician can view the intended support cases?
  • Some of my technicians can see incoming support cases that others can't.

Environment

  • N-able Take Control Plus/Take Control (Standalone)

Solution

  1. Login to your Admin Area;
  2. Navigate to Management > Technicians;
  3. Select the relevant Technician's profile from the list;
  4. Select the DEFAULT SETTINGS tab;
  5. Set the Define which requests this Technician will receive option to the intended result:
    • All Departments and Technicians: Technician will have full visibility of all incoming support requests;
    • Department(s) only + General Queue: Technician will only be able to view support requests directed to the Department they're associated with or support requests sent to no specific department or technician;
    • Department(s) only: Technician will only be able to view support requests directed to the Department they're associated with;
    • Technician only + General Queue: Technician will only be able to view support requests directed to them specifically or support requests sent to no specific department or technician;
    • Technician only: Technician will only be able to view support requests directed to them specifically.
  6. Set the Define the default queue of a new Support Request generated by the Technician option to the intended result:
    • All Departments and Technicians: Requests from Applets generated by this technician's PIN Code/Direct download link will be sent to no particular department or technician;
    • Technician Only: Requests from Applets generated by this technician's PIN Code/Direct download link will be sent exclusively to this technician;
    • Last Used: Requests from Applets generated by this technician's PIN Code/Direct download link will be sent with the same visibility settings as those applied to the last Applet generated (technicians can manually change which queue a request is sent to through the Advanced Options of starting a new session);
    • Specific Department: Requests from Applets generated by this technician's PIN Code/Direct download link will be sent exclusively to a chosen department.
      • Note that in order to view these requests, the Technician needs to be included in the Department and have visibility set to either "All Departments and Technicians", "Department(s) Only + General Queue" or "Department(s) only". If visibility was set to "Technician only" or "Technician only + General Queue", the technician won't see incoming requests they themselves generate.
  7. Save when done (bottom right corner) and ask the Technician to login to the Console in order to ensure the new settings are applied to their login.