Technician Portal Overview
Complete guide to using the RFS Hub technician portal — PIN access, KB entries, and ticket management.
Overview
The Technician Portal is a dedicated interface for field technicians. It provides two main capabilities:
- Knowledge Base Entry — Submit problem/solution pairs from the field to build the support knowledge base.
- Ticket Management — View assigned tickets, create new tickets, and add notes to existing tickets.
Access the Tech Portal at /tech. Authentication is through a simple 4-digit PIN — no email or password required. Each technician has their own PIN configured by the admin.
Accessing the Portal
PIN Entry
When you open the Tech Portal, you're presented with a PIN entry screen. Enter your 4-digit personal PIN to access the portal. The PIN auto-submits when you enter the 4th digit — no need to press a button.
PIN Field Details
| Field | Required | Description |
|---|---|---|
| PIN | Yes | Your personal 4-digit PIN assigned by the admin. Numbers only. The PIN field accepts exactly 4 digits and automatically submits when complete. If the PIN is invalid, the field shakes and shows an error message — the PIN is cleared so you can try again. |
Session Management
After successful PIN entry, your session is stored in the browser. This means:
- You stay logged in until you close the browser tab.
- Your technician name is displayed on the portal.
- If you use the shared "Technician" PIN (the default account), some features may be limited — use your personal PIN for full access.
Portal Home Screen
After logging in, you see the main portal screen. If KB entry is enabled, you'll see the knowledge base entry form. If My Tickets is enabled, there's a button to navigate to your ticket list.
Input Modes
The KB entry form offers three input modes for entering problems and solutions:
| Mode | How It Works |
|---|---|
| Voice | Speak the problem and solution into your device microphone. The system transcribes your speech automatically. |
| Upload | Upload an audio file containing the problem/solution description. The system transcribes the audio. |
| Text | Type the problem and solution manually using text fields. |
Toggle between modes using the mode selector at the top of the form. Voice mode is the default — ideal for hands-free use in the field.
Voice Input
In voice mode, tap the microphone button to start recording. Describe the problem and the solution clearly. Tap again to stop recording. The system processes the audio and extracts the problem and solution text.
Upload Input
In upload mode, select an audio file from your device. The system transcribes the audio and extracts the problem and solution.
Text Input
In text mode, you see two text fields — one for the problem and one for the solution. See the entry form fields below for details.
KB Entry Flow
The KB entry process follows four steps:
- PIN — Enter your 4-digit PIN to authenticate.
- Entry — Enter the problem and solution using voice, upload, or text.
- Preview — Review the AI-enriched version of your entry before saving.
- Saved — Confirmation that the entry was saved. Click "Add Another" to submit more entries.
Entry Form Fields (Text Mode)
| Field | Required | Description |
|---|---|---|
| Problem | Yes | Describe the problem you encountered. Must be at least 10 characters. Be specific — include the system type, symptoms, and any error codes. Example: "Hikvision NVR not recording on channel 3. Camera shows live view but no playback. Other channels recording normally." |
| Solution | Yes | Describe how you fixed the problem. Must be at least 10 characters. Include step-by-step details. Example: "Channel 3 HDD allocation was disabled. Menu → Record → Advanced → checked Enable box for channel 3. Set record type to continuous + motion. Tested playback after 5 minutes — recording confirmed." |
Click Submit to send the entry for AI enrichment.
Preview Step
After submitting, the AI enriches your entry by cleaning up the text, assigning a category, adding a subcategory, and generating keywords. You see a preview with:
Preview Fields
| Field | Description |
|---|---|
| Category | The AI-assigned category (Alarm, CCTV, Access Control, Intercom, General). Review for accuracy. |
| Subcategory | A more specific subcategory assigned by the AI. Example: "NVR recording." |
| Problem | The AI-cleaned problem description. May be reformatted for clarity. |
| Solution | The AI-cleaned solution description. May be reformatted for clarity. |
| Keywords | AI-generated keywords for search. Displayed as tags. |
Review the preview. If it looks good, click Confirm & Save.
Save & Confirm
After confirmation, the entry is saved to the knowledge base. The entry goes to the Review Queue in Admin where it must be approved before the chatbot can use it. You'll see a success message with the option to Add Another entry or return to the main menu.
My Tickets
If ticket management is enabled for technicians, you'll see a "My Tickets" button on the portal home screen. This takes you to your ticket list where you can view assigned tickets, create new ones, and add notes. See the Submit Tickets page for detailed documentation.
Available Features
The features available in the Tech Portal depend on admin configuration:
| Feature | Setting | Description |
|---|---|---|
| KB Entry | Tech Entry Enabled | Ability to submit knowledge base entries. If disabled, only the ticket features are available. |
| My Tickets | Tech Tickets Enabled | Ability to view and create tickets. If disabled, only KB entry is available. |
These settings are configured by the admin in Settings → Support → Technician.