Senior Technician and Technician - Manage Permissions

Overview

The key differences between Senior Technicians and Technicians in terms of their privileges. Senior Technicians can send notes to the customers, access the Quick Action Buttons (QABs), and use the "Select Tech Stories" feature on the Edit Operation page, whereas Technicians do not have these capabilities. Additionally, Senior Technicians are not hidden from external users by default, unlike Technicians, who have this setting enabled. Despite these differences, both roles can be assigned operations, ensuring a clear delineation of responsibilities within the team.

Senior Technician

The Senior Technician permission allows: 

• The assignment of operation line items.
• Creation and management of cases, assets, contacts, and customers.
• Management of service requests.
• Sending and receiving internal notes. 
• When enabled, calendar visibility and edit access.
• External communication with fleet/local customers through the case's Notes section and Quick Action Buttons (QABs).
• Availability to use Copy Tech Stories button on the Edit Operation page to copy Story text into the Correction Description field.

Technician

The Technician permission allows users to:

• The assignment of operation line items.
• Creation and management of cases, assets, contacts, and customers.
• Management of service requests.
• Sending and receiving internal notes.
• When enabled, calendar visibility and edit access.

Technicians cannot send external notes, which prevents external users from sending Technicians notes as well. Fleet/local customers and their contacts will not see Technician notes as these are internal only. 

User profiles created with only the Technician permission will have the Discoverability setting "Hide from External users (Customer, Bill To, or Ship To contacts) in the recipients lists" enabled by default.