We use ServiceDesk plus for our customer support team, however a number of IT staff has access to do administrative tasks and management, but should never be assigned tickets. When their names appear in the list of technicians they accidentally get assigned tickets anyways by mistake.

We have setup a number of "zz_Whoever" accounts as "technicians" without login ability simply so we can have business rules send email alerts to these addresses... This could also be solved if Business rules had the option to send email to an address or a requester instead of just being limited to technicians.

The "administrator" account we would like to maintain as a backdoor in case there is ever an issue with domain based login, however it would be preferred if the account did not actually appear in the technicians list for ticket assignments and so forth.