User's & Permissions
For detailed configuration steps, please refer to our help guide.
For detailed configuration steps, please refer to our help guide.
1. How can we restrict technicians from editing closed requests and modifying the "Due By" time?
- To achieve this, navigate to setup → Users and Permissions → Roles → Edit/New Role, then click on Advanced permissions. Here, you can disable the options "Modifying Due time" and "Editing closed request."
Note: To edit an existing role, check the role assigned to the technician under their profile. If it's a new role, make sure it is assigned to them for the changes to take effect.
2. How do we configure SDP Cloud to ensure technicians can only view requests assigned to them?
- To achieve this, navigate to setup → Users and Permissions → Roles → Edit/New Role, then click on Advanced permissions. Scroll down to Allow technicians view, enable the "Module Level Granular Permission" option, and select Assigned to Technician.
To edit an existing role, check the role assigned to the technician under their profile. If it's a new role, make sure it is assigned to them for the changes to take effect.
3. How can we allow requesters to edit their own requests?
By navigating to the Set up → General Settings → Requester Portal.
4. How can I make a technician to view a specific request they don't have access to?
You can share a request with users to let them view and collaborate with requests that are outside their scope of permission. This can be achived by navigating to the specific request --> Actions --> Share Request.
Role Required: Technicians with share request permission
Technician Group :-
Users can also send emails directly to the group email configured in the "Group Mail" field of technician groups. When an email is sent to a technician group's address, the group will be automatically assigned in the ticket if the email address is properly aliased.
To set this up, go to Setup → Users and Permissions → Technician Groups in the application, and configure a group email address. Ensure this email is aliased with the address configured under Mail Server Settings. This way, when an email is sent to the group email, the application will fetch it, and the ticket will automatically be assigned to the group.
Do not use the same email address for both the Mail Server settings and the group email. Use a unique address for each group and make sure it’s aliased correctly with the Mail Server’s configured address. Recommendation: Use a unique email alias for each group in the application. Even if you have the same group in multiple sites, it’s not recommended to use the same email address for different groups, as this could create multiple tickets with different group assignments.
Example: If email@domain.com is the address configured in Mail Server settings, use email1@domain.com for Group 1 and email2@domain.com for Group 2.
email1@domain.com and email2@domain.com has to be properly aliased with email@domain.com in your mail server. Once done, when a ticket is sent to email1@domain.com group will be automatically set as group 1 in the request ticket. The same thing applies for group 2 as well.
Click on the link below to get detailed information on group,
5. What are the benefits of using a group email within technician groups?
- Emails sent to the group's email address automatically assign the technician group to the ticket.
- Use unique email addresses for each group to prevent duplicate tickets.
6. Is it possible to setup multiple helpdesk email addresses in SDP Cloud?
- Configure group emails and assign technicians by going to setup → Users and Permissions → Technician Groups.
- Ensure group emails are aliased/forwarded to the main email server address for proper ticket routing.
- Emails sent to the group's email address automatically assign the technician group to the ticket.
- Use unique email addresses for each group to prevent duplicate tickets.
- Ensure to add the sender's email address under the technician group to ensure a reply on behalf of the group.
7. How do I change a Technician to a Requester?
Go to Setup > Users > Technicians. From the list view, choose the technician whom you want to change as Requester. Click the Actions tab and select 'Change as Requester'.
8. How do I change a Requester into a Technician?
Go to Setup > Users > Requesters. From the list view, choose the requester whom you want to change as Technician. Click on the gear iconand click change as technician, fill in the relevant details on the page that follows.
9. How can a technician export request from the list view?
If technician are assigned with a custom role, please navigate to setup > users and permission > roles > edit the custom role > under advanced permission enable the option "Allow technician to export data from list view" > save the changes.
Now, when technician navigate to the list view, they will be able to export from the list view or even if there is any custom view created you will be able to export the data right from the list view without the need to create a report for the same.
Now, you can either export,
1) All data(upto 10000 records)
2) All data from the current view
3) Selected data from the current view
Upon clicking on export, the following pop-up will be displayed on the top
This will be exported in a CSV format and the technician who initiated the list view export will be notified via email and push notification.
You can also click on the bell notification on the top right from where you can extract the data
Note: Data export may take some time depending on the number of request that will be scheduled for the export.
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