Setting up technician roles
Manish Balaji avatar
Written by Manish Balaji
Updated over a week ago

Assigning technician roles

Technician roles help you define access for a technician within the portal. You can categorize your technicians into various teams, giving them access based on their roles and responsibilities.

By default, comes with three technician roles: MSP Admin, Client Manager and Technician. Additionally, you can also create custom roles within The MSP Admin role is the highest in the hierarchy with full access to every setting. You cannot change the permissions for this role, as the MSP Admin role controls all other roles created within your account.

Creating technician roles

To create custom technician roles:

  1. Navigate to Settings > Roles and Groups > Technician Roles.

2. On the Technician Roles page, click ‘Create’.

3. On the Create Technician Role page, do the following:

  • Add role (Name) and description.

  • Add technicians to this role (Alternatively, you can directly associate technicians to a role when you create a new technician).

  • Choose access and permissions across modules.

  • Click ‘Save’.

Note: A user can have only one role. While creating a new technician role, if you try to associate a user with a different role, their previously assigned role will be revoked.

Ticket scope

All tickets: Users with “All tickets” permission will have access to all the tickets from all the clients, even if the clients are not associated with them in any way.

Group tickets: Users with “Group tickets” permission can access all the tickets from the clients associated with them via their technician groups.

A ticket can have only one primary technician. However, you can use “Group tickets” permission to allow other technicians who are part of the group to check the tickets.

Note: If you want a technician to see only the tickets assigned to them, turn off “Group tickets“ and “All tickets” access to technicians.

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