👨‍🔧 Managing Technicians in TroubleTrakkerPRO #

The Manage Technicians section allows administrators to assign tickets, reassign existing tickets, and configure automatic ticket routing for technicians within TroubleTrakkerPRO.

These tools help streamline technician workflows, improve response times, and ensure tickets are routed to the appropriate staff members automatically. 🚀

📖 Available Options #

The following options are available under Manage Technicians:

• ➕ Assign New Problem to Tech
• 🔄 Reassign Problem to Tech
• 🤖 Auto Assign Problems to Techs

➕ Assign New Problem to Tech #

The Assign New Problem to Tech screen displays all currently unassigned problem reports.

Administrators can:

• View incoming unassigned tickets
• Search and filter ticket lists
• Assign tickets to technicians
• Export ticket data
• Open ticket details directly from the list

To assign a ticket:

1. Navigate to Manage Technicians > Assign New Problem to Tech.
2. Locate the desired ticket.
3. Click anywhere on the ticket row.
4. Select the technician to assign the ticket to.
5. Save the assignment.

Once assigned, the ticket will appear in the technician’s Problems Assigned To Me, technician task views, and reporting sections.

🔎 Search & Filtering #

The assignment and reassignment screens include built-in search tools that allow administrators to quickly locate tickets by:

• Ticket Number
• Problem Description
• Reporter
• Problem Type
• Building
• Assigned Technician
• Any visible column

Column sorting is also available throughout the ticket list.

📤 Export Reports #

The Export Reports button exports the currently displayed ticket data to a .txt file.

This can be useful for administrative audits, technician workload reviews, historical documentation, and external reporting.

🔄 Reassign Problem to Tech #

The Reassign Problem to Tech option allows administrators to move tickets from one technician to another.

This is commonly used when:

• A technician is unavailable
• Workloads need balancing
• Specialized expertise is required
• Tickets were assigned incorrectly

To reassign a ticket:

1. Navigate to Manage Technicians > Reassign Problem to Tech.
2. Locate the ticket.
3. Click anywhere on the ticket row.
4. Select the new technician.
5. Save the reassignment.

The ticket history remains intact during reassignment.

🤖 Auto Assign Problems to Techs #

The Auto Assign Problems to Techs feature automatically routes new tickets to technicians based on:

• Problem Type
• Building
• Both Problem Type and Building

This helps automate ticket distribution and reduce manual assignment work.

⚙️ Creating an Auto-Assignment Rule #

To create an auto-assignment:

1. Navigate to Manage Technicians > Auto Assign Problems to Techs.
2. Select the Problem Type.
3. Select the Building.
4. Select the Technician.
5. Click Create New Auto-Assign.

Once configured, future tickets matching the selected criteria will automatically be assigned to the chosen technician.

🧠 Example Auto-Assignment Uses #

📋 Viewing Existing Auto-Assignments #

The lower portion of the screen displays all active auto-assignment rules.

Administrators can review:

• Assigned technicians
• Buildings
• Problem types
• Existing routing rules

This makes it easy to audit and manage automated ticket workflows.

💡 Tips & Best Practices #

• ✅ Use auto-assignment for high-volume ticket categories
• ✅ Assign specialized technicians by problem type
• ✅ Review reassignment queues regularly
• ✅ Balance technician workloads across buildings
• ✅ Periodically review auto-assignment rules for accuracy

🔗 Related Features #

• View Problems Assigned To Me
• Search Reports
• Scheduled Tasks
• Manage Users
• Manage Groups
• Customize Service

📞 Need Help? #

If you have questions about technician assignment tools or automated ticket routing, please contact the K12USA Support Team.

📧 support@k12usa.com
📞 877-225-0100