Preference¶
A lot of security issues can be thwarted just by controlling the way people use the system. With the Helpdesk Security settings an admin can control the following:
Note
Open Helpdesk Security settings by going to Admin >> Helpdesk Security (under Users).
Not Allow Concurrent User logging¶
Turn this option on will disallow users from having multiple sessions across multiple machines.
Allow Guest Requesters to Report a Request:¶
Turning on this option allows guests, without a Requestor account, to submit a Request from the Customer Portal, but they cannot view and manage their submitted Requests. Guests, with a Requestor account, can view their Requests in the My Request section after logging-in.
Allow Technician to Report a ticket from a Guest Requester:¶
Turning on this option allows Technicians to submit Requests in the name of people who are not requestors. The product doesn’t demand for authentication.
Allows Requester to link Asset:¶
Note
Related Topic: Creating a Request
Turning this option enables logged in Requesters to link Assets directly from the Create a Request form of the Customer Portal. A Requester can only link Assets that are Used By him/her.
Allow Requesters to Report a Request with Location:¶
Allow Technician for Do Not Disturb mode:¶
Turning this option allows Technicians to globally mark them unavailable for assignment of Request tickets through Auto Assignment. This option is only available on the Technician portal. Learn more about Technician Profile.
Auto Identify User of the Asset:¶
Enabling this option allows the system to automatically assign an asset to a requester based on the Logon Name provided in the system. The Logon Name is the workstation username which is provided when registering a requester. When an asset is discovered, it is matched with a requester using the Logon Name. You can find the username in Windows 10 from Control Panel >> User Accounts.
Related Topics: Adding a Requester.
Note
Technicians are by default requesters, and you can configure the Logon Name there.