Add all your technicians to Atera to enable important helpdesk and monitoring features involving assigned technicians, such as ticket communications and IT automations.

Add technician

If you have more technicians in your subscription than active technicians, you can add a technician to use one of the available licenses.

If you have the same number of technicians in your subscription as active technicians, you'll need to confirm the addition of the technician to your license before your subscription is automatically adjusted.

To add a technician:

1. Go to Admin > Users and security > Technicians.

The Technicians page appears.

2. Click Add technician.

Note: If you have more technicians in your subscription than active technicians, the new technician will be automatically added and you'll be redirected to the Add technician page. Otherwise, the Add new technician confirmation window will first appear — click Confirm and add technician to add them to your subscription.

4. Fill out the technician form:

• Email address (username): Enter the technician's email address.
• Role: Select the technician's role from the dropdown list. Learn how to set up a role
• First name: Enter the technician's name.
• Last name: Enter the technician's surname.
• Phone: Enter the technician's phone number.

5. Click Save.

The technician will receive an email with a link to set up their password.

Note: In case the new technician does not receive the email (this can be caused by spam filters or rules in Outlook), you can reset their password to allow them to log in.

Enable technician

If you have more technicians in your subscription than enabled (active) technicians, you can enable a technician to use one of the available licenses.

If you have the same number of technicians in your subscription as enabled (active) technicians, you'll need to confirm the addition of the technician to your license before your subscription is automatically adjusted.

To enable a deactivated technician:

1.  Go to Admin > Users and security > Technicians.

The Technicians page appears.

2. Click Enable.

Note: If you have more technicians in your subscription than enabled technicians, the technician will be automatically enabled. Otherwise, the Enable new technician confirmation window will first appear — click Confirm and enable technician to add them to your subscription.

The technician has been enabled and can now log in to their account.

Disable Technician

You also have the option to disable a technician, this option will prevent disabled technicians from logging into their account.

To deactivate a technician:

1.  Go to Admin > Users and security > Technicians.

2. Click Disable on the technician that you want to deactivate.

The technician has been disabled and now they cannot log in to their account.

Note:

• It is not possible to delete a technician's account, you can only disable it.
• Any Open and Pending tickets assigned to the disabled technician will become unassigned.

Assign technician role

Technicians are automatically assigned the Beginner role when they are added, and can only be assigned to another role after their initial login. The Beginner role does not have permission to take actions on your account, and you will be required to assign another role in order for the new technician to perform any actions.

To assign a technician role:

1.  Go to Admin > Users and security > Technicians.

The Technicians page appears.

2. Click Assign.

The Assign role window appears.

3. Select the role from the dropdown list. Then click Apply.

Edit technician

To assign a technician role:

1.  Go to Admin > Users and security > Technicians.

The Technicians page appears.

2. Click Edit.

The Edit technician page appears.

You can update the:

• Role: Click (Manage) and select the role from the dropdown list in the Assign role window.
• Role permissions: Click the role name to modify the role permissions on the Role page. The Admin and Beginner roles can't be modified.
• Email address (username): Click Change username.
• First name: Enter the first name in the First name field.
• Last name: Enter the surname in the Last name field. 
• Phone: Enter the phone number in the Phone field.
• Password: Click Change password and enter the new password in the Change password window.

3. When you're done updating the technician details, click Save.