Scenario

Let's say you have a branch or department in a different location or country. In such a scenario, you may want to integrate this branch or department into your existing Servicedesk Plus structure. However, you will need to create a separate technician account for this branch and this technician will not be able to see existing Servicedesk Plus requests, only those opened on the site where they are located. Of course, as Servicedesk Plus admin users, you should also be able to track and view requests opened on this site.

Steps

By following the steps below, you can add a new site and technician account, define a department specific to that site for site users in Servicedesk Plus, and then edit a role so that the technician can only see his own site.

Since there may be different variables in such a scenario, simply changing the role of the technician may not be enough. Therefore, you can find the steps to be taken in detail below.
If you find that some steps are already prepared in the Servicedesk Plus configuration, you can skip to step 5 and proceed with only the technician role editing.

1. Adding a New Site

If this site is defined in AD, this site may have already been added with the AD import process. It is important to check first.

1. Log in to the Servicedesk Plus Admin Panel .

2. Click on the Administration tab.

3. Go to the Site section.

4. Click the Add New Site button.

5. In the Site Name, Description and Related Settings field, select the last 3 options as Custom Settings as in the screenshot below . With this step, we will be able to separate the related site from the default structure as Technician, Group and SLA.
   
   
   

6. Create the new site by clicking the Save button.
   
   

2. Creating a New Technician Account

If there is a relevant user under Users, it will be sufficient to turn it into a technician.

1. Go to the Administration tab.

2. Click on the Technicians section.

3. Click the Add New Technician button.

4. Fill in the technician information (name, surname, email, etc.).

5. In the Site section, select the site you just created.
   
   
   In the Assigned Roles section, add the new role to be opened so that the newly defined technician can only see the requests opened on his own site.

6. Create the technician account by clicking the Save button.
   
   

   3. Defining a Site-Specific Department
   
   

   This Site-Department may have already been added with the AD import process. It is important to check first.
   

   
   

   1. Go to the Administration (Admin) tab.

   2. Click on the Departments section.

   3. In the Site section, select the site you just created.

   4. Fill in the department name and description.

   5. Click the Add New Department button.
      With this configuration, we will be able to detect the current site of users who open a request on the new site. In this way, when a request is opened on the site, it will automatically appear in the new technician's request tab.
      
      
      

   6. Create the department by clicking the Save button.

   
   

   4. Moving users under new Site-Department
   
   

   1. If Users' Site-Department Information is Available in AD:
      
      If this information about users (Site-Department) is under Active Directory (AD), this arrangement may already be defined with the AD import process. It will need to be checked.
      
      

   2. Manual Migration Process:
      
      In order to manually move the users that should be under the Site you have just opened, you can proceed by selecting the Site and department you have just created as follows.

   
   
   
   
   
   

5. Role Adjustment

1. Go to the Administration (Admin) tab.

2. Click on the Roles and Permissions section.

3. Click the Roles>Add New Role button or edit an existing role.

4. Fill in the role name and description.

5. In the Permissions section, set the necessary permissions so that the technician can only see requests on his or her own site.
   
   
   

6. Create or update the role by clicking the Save button.
   
   

6. Associating the Technician with the New Role

1. Go to the Administration tab.

2. Click on the Technicians section.

3. Find the technician account you created and click the edit button.

4. In the Role section, select the role you just created.
   
   
   

5. Apply the changes by clicking the Save button.
   
   

Conclusion

By following these steps, you can create separate site and technician accounts in Servicedesk Plus for your branches or departments in different locations, and ensure that these technicians can only see requests on their own sites. Now, when a request is opened under the relevant site, the technician of that site will only be able to see requests specific to that site. Your technicians who can see all external sites will continue to see all requests.

As you can see in the sample screenshot below, the relevant technician can only see the requests opened from his/her current Site.

If you want to expand this structure, please contact our support team ( destek@wotech.com.tr ) as the process can get a bit complicated.