Granting Technician/App Admin Access to Users
Global administrators have the ability set users up as technicians and app admins. Technician requests can be fulfilled when the requests have been submitted by group managers but app admin requests can only be fulfilled when the requests have been submitted by a pre-existing app admin.
Steps
Step 1: Navigate to TDAdmin
To update a user's security role to technician or app admin, global administrators must first navigate to the TDAdmin interface. This can be done by clicking "View Applications" in TDWork Management and selecting the "Admin" tile.
Step 2: Users & Roles
Once in TDAdmin, navigate to "Users & Roles" in the left hand navigation. In the search bar, type the requested user's MEID and enter. Once their name pops up, click into their name.
Step 3: Update "Security Role" Field
Once in the user's window, click the "Security Role" drop down and select "Technician" or "App Admin" depending on the request. After selecting the role, click "Save" at the top of the page.
Step 4: Update Applications
After setting their security role, in the "General" tab, navigate to the "Applications" tab and in the college's ticketing app and client portal app row, click the "Security Role" drop down and select the appropriate role. Click "Save" in the top left when finished.
Note: For app admins, the App Admin check box on the right must be selected as well.
Step 5: Update Groups (optional)
If the request indicates that the user(s) are to be added to groups, go to the "Groups" tab and click the "+ App" button. Click the "Select Group(s)" drop down and select the group(s) that the user needs to be added to. Ensure the "Include in notifications" and "Add as manager" boxes are not checked unless it is specifically indicated in the request. Click "Save" when finished.
Note: For technicians, also ensure they are in the "TDX-All-Technicians" group. For app admins, ensure they are in the "TDX-All-Application Admins" group.
Step 6: Apply Dashboard (optional)
Dashboards are helpful for technicians to navigate through their tickets in TDWork Management. Technicians have the ability to create their own dashboards but giving them a pre-configured one can help them understand how dashboards work. Some requests may ask for a specific dashboard but the "SysAid Default View (College)" dashboard could be applied as an initial dashboard for users.
To add a dashboard for a user, navigate to the "Dashboards" tab and click the "+ New" button. Click the "Dashboard Template" drop down and select the appropriate dashboard. Give the dashboard a custom name if requested, otherwise keep the name. Ensure the "Link this Dashboard to the template" box is checked. Click "Save" when finished.
Additional Resources
For more support and self-help articles and resources, visit our ITS Ticketing Service Catalog at help.maricopa.edu or you can call the District Information Technology Service support line directly at 480-731-8632.