Take Control Troubleshooting
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
- Login to your Admin Area;
- Navigate to Management > Technicians;
- Select the relevant Technician's profile from the list;
- Select the DEFAULT SETTINGS tab;
- 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.
- 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.
- 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.