Help Desk Delegation

With M365 Manager Plus, you can create your own custom roles with selected tasks to delegate, while in Microsoft 365 you are restricted to the default roles. You can select any combination of reporting, management, and auditing tasks to create your own role.

Create custom help desk roles
Delegate a help desk role to technician

Adding help desk technicians
Delegate roles to an existing technician
Delegate domains to an existing technician
Delegate virtual tenants to an existing technician

Copying a help desk technician
Export list of configured help desk technicians
Mail the list of configured help desk technicians
Print the list of help desk technicians
Modify the description in the document of list of help desk technicians
HDT Detailed View
HDT Audit Reports

Steps to create a custom help desk role

Login to M365 Manager Plus.
Go to Delegation tab.
Select Help Desk Delegation → Help Desk Roles in the left pane.
Click Create New Role found in the right top corner.
Enter the Role Name and Description in the respective text boxes.
Select the tasks you want to delegate. You can select any number of reports, management tasks, and audit reports.
Click Save.

Delegate a help desk role to technician

A role can be assigned to either an already existing help desk technician or you can create a new technician and then assign the relevant role to the technician.

Adding help desk technicians

Help Desk Technicians in M365 Manager Plus assist administrators in executing simple, mundane tasks that do not require the expertise of an administrator.

Add Help Desk Technicians by following the steps below:

Navigate to Delegation → Help Desk Technicians → Add New Technician.
Select the Authentication Type from the drop-down menu as Microsoft 365 Authentication or Active Directory Authentication.

For Microsoft 365 Authentication, select the Microsoft 365 Tenant and add users from the selected tenant.
For Active Directory Authentication, select the AD Domain and enter the Domain User Name in the User Principal Name format. You can also add multiple usernames separated by commas.

Choose the Help Desk Roles from the drop-down.
From the Delegate Microsoft 365 Tenants drop-down, select the Microsoft 365 tenants to whom you wish to delegate the selected help desk roles.
Check the Impersonate as Admin option if you wish to assign admin permissions to the technicians being created. This option is applicable only for Microsoft 365 users.
Click Add to finish creating new Help Desk Technicians.

Note:

Only Microsoft 365 and Active Directory users can be added as technicians.
Admin, operator, hrassociate, and helpdesk are the default technicians provided in the product. You can only modify and delete those technicians. Once deleted these technicians can't be restored.
While configuring MFA enabled / Federated accounts as technicians, make sure that Rest API based authentication is enabled. Click here to know how.
If you have any queries or need more clarification, please contact m365managerplus-support@manageengine.com.

To delegate roles to an existing technician

Go to Delegation tab.
Select Help Desk Delegation → Help Desk Technician in the left pane.
Click the icon under the Actions column near the technician to whom you want to add a new role.
In the Help Desk Roles column, use the drop-down to add the newly created role.
Enable Overwrite existing delegation settings, if you want to remove all the roles assigned previously and add the current selection alone. If disabled, the new role will be added along with the already existing roles.
Click Save Changes.

Steps to delegate domains to an existing technician(Disabled virtual tenant delegation)

Go to Delegation tab.
Select Help Desk Delegation → Help Desk Technician in the left pane.
Select Edit Technician in the Actions column corresponding to the technician you want to edit.
In the Edit Technician page, select + in the Domain Name column, and select the domains to which the technician's roles must apply.
Click Add.
Click Save Changes.

Steps to delegate domains to an existing technician(Enabled virtual tenant delegation)

Create a virtual tenant with the domains to be delegated.
- Go to the Settings tab.
- Navigate to Configuration → Other Configuration → Virtual Tenants
- Click on Create Virtual Tenant.
- Provide a name for the virtual tenant to be created, and choose the Microsoft 365 tenant in which it must be created.
- In the Filter by section, select 'Domains' and 'In' from the available drop-down lists respectively.
- In the text box select the domains using the + option.
- Click Save
Delegate the virtual tenant created above to the technicians
- Go to Delegation tab.
- Select Help Desk Delegation → Help Desk Technician in the left pane.
- Select Edit Technician in the Actions column corresponding to the technician you want to edit.
- In the Delegates to page, select the Virtual Tenants you had created from the Virtual tenant drop-down.
- Click Save Changes.

Steps to copy a help desk technician

Go to the Delegation tab.
Select Help Desk Delegation → Help Desk Technician in the left pane.
Click on the icon to create a new technician with the same settings as the selected one.
In the Copy Technician pop-up that opens, select the user(s) to be created as the technician(s).
Click Add.

Steps to export the list of configured help desk technicians

Go to the Delegation tab.
Select Help Desk Delegation → Help Desk Technician in the left pane.
Click on Export As and choose whichever format (CSV, PDF, HTML, XLSX) in which you want to export the list.

Steps to mail the list of configured help desk technicians

Go to the Delegation tab.
Select Help Desk Delegation → Help Desk Technician in the left pane.
Click on More and choose Send Mail.
In the pop-up that appears, select a notification template, attachment type and click on Send.

Steps to print the list of configured help desk technicians

Go to the Delegation tab.
Select Help Desk Delegation → Help Desk Technician in the left pane.
Click on More and choose Printable View.
In the pop-up that appears, view the list and click on the Print button to print the same.

Steps to modify description in the list of configured help desk technicians

Go to the Delegation tab.
Select Help Desk Delegation → Help Desk Technician in the left pane.
Click on More and choose Export Settings.
In the pop-up that appears, you can change the description that is used in the configured help desk technicians document and click on Save.

HDT Detailed View

Go to the Delegation tab.
Select Help Desk Delegation → HDT Detailed View in the left pane.
In this tab, you can view all the configured help desk technicians' information in detail.
The various columns displayed are:
- Delegated Roles
- Delegated M365 Tenants
- Delegated Virtual Tenants
- Delegated Reports
- Delegated Management
- Delegated Profile Actions
- Delegated Monitoring Profiles
You can export, mail and print this list.

HDT Audit Reports

Go to the Delegation tab.
Select Help Desk Delegation → Audit Reports in the left pane.
This report lists all the actions performed by the selected help desk technicians in the chosen time.
To view the list of all actions performed on help desk technicians and roles, go to the Delegation tab.
Select HD Audit Reports → Admin Activity in the left pane.
You can export, mail and print this list.

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