Operator Window
This window allows you to add/edit helpdesk Operators. The following fields
are available:
Name
This is how the Operator is identified by the system. It is also the name they
will log into the system with.
Password
This must be entered twice to change the password.
E-Mail Address
If you are using Outlook to send email and the Name (above) is in your Address
Book, you may leave this blank. If you do enter an e-mail address, you may enter
multiple e-mail addresses separated by a semi-colon (;).
Maintenance Privileges
These specify whether or not this Operator can Add/Edit/Delete records in the
helpdesk. The Active Operators privilege determines if this Operator can log
out a currently logged in Operator (see Licenses).
Job Privileges
These privileges relate to Jobs. Most are obvious, although some need further
explanation:
- Change Contact Without this privilege, this Operator cannot amend the selected
Contact for an existing Job.
- Edit Time Spent The Time Spent value on the Action Job window automatically
increments for each minute the window is open. If the Operator has this privilege
they may overwrite the value.
- May see all Operator's Jobs Without this privilege, the Operator can only
see and action Jobs which have been assigned to them.
- Override Customer Contract Expired Without this privilege, when a Customer's
support contract expires - either by date or they have used up all their New
Jobs allowance, you will not be able to add/action Jobs for this Customer
(see Customer window)
System Options Privileges
These privilege control access to the System Options from the Tools menu.
Views Privileges
This determines if the Operator is able to define one of their views as a Template.
Custom1, Custom2
These two fields may have been renamed (see custom fields).
You may enter up to 255 characters.
Can see data relating to the following Customers
By selecting anything other than "All Customers", you will restrict
this operator to only seeing data related to the chosen customer, (N.B. This
also affects those reports with "Customer" in their title, but not
any others).
| 
