User Templates

Everything a user can do within the system is determined by permissions and their End User/Agent designation. User Templates are a predefined set of menu options and End User permissions that the system uses to create new user records.

The User Template will be used to assign these predefined menu options and End User permissions for users created by the below processes:

  • Submit Issue screen
  • Login screen using the Self-Registration feature
  • Authentication and imports from AD using the AD Module
  • Incoming email sent to the system using IEM

You may also set up different templates based on each of these processes.

When users are created from these processes, their initial permissions cannot be changed before their records are saved. If a default template is not set up, no permissions will be applied. If a default template is set up, only the permissions on the template will be applied. In both cases, users must be edited or added to a group to change their initial permissions. In addition, no changes to a default template will be applied to records already created from them.

If Agent permissions are needed, Group membership should be used after editing the user and changing the User Type from End User to Agent. Please reference the Granting permissions to Agents article for more information.

To modify the existing EndUser Template or add a new template, a user must have the “Sys Admin” parameter or “Can access and maintain Administration functions” permission.


 

Editing a User Template

Issuetrak comes with an EndUser Template that can be modified to grant everything your basic users need when created from AD. The template can be modified using the steps below.

Steps:

  1. Click the gear icon in the upper right > click Users beneath Entities.
  2. In the right context menu click on Search beneath Search User.
  3. Change the Record Type from User to Template.
  4. Click Active Records Only.
  5. Click Search.
  6. Click Edit for the EndUser template.
  7. Adjust the menu options, permissions, and group memberships as necessary.
  8. Click Update.

A confirmation message will appear when this process is complete.


 

Adding a User Template

If you don’t want to use the built-in template, you can create a new template using the below steps.

Steps:

  1. Click the gear icon in the upper right > click Users beneath Entities.
  2. In the right context menu click on Add beneath Users.
  3. Change the Record Type to Template.
  4. Enter a name for the template in the User ID field.
    • If you do not enter a name in the User ID field, Issuetrak will automatically assign a number as the user ID.
  5. Enter a generic first and last name (e.g. “EndUser/Template,” “External/User”).
  6. To allow users created from this template to log in – select Can Log In.
  7. To prevent users created from this template from being sent system-generated email notifications – select Suppress All Email.
  8. Select the appropriate Organization memberships by clicking Select Organization(s) (this field is required). Keep in mind the following:

    1. You must select a primary organization for this template (designated by a "Star" icon). This organization will determine a large degree of information visibility for the users derived from this template.

    2. If desired, you can add organization memberships beyond the primary organization. You can find organizations by typing part of their name into the "Search & Filter..." field

      If an organization's name contains the sequence of characters you entered, it will appear in the "Available Organizations" column.

      For each organization membership you add can optionally add "Edit Issues" for this template (subject to "Can Edit Issues" permission), designated by the "Pencil" icon. Additionally, toggling the "People" icon on an organization membership will allow users derived from this template to have the ability to list users belonging to this organization.

      You can add organization memberships...

      1. By clicking Add Visible, which will add every organization currently displayed in the "Available Organizations" column (up to its 100 organization limit) to the "Organization Memberships" column.

        1. If there are more than 100 organizations in the site, the next available batch of previously-undisplayed organizations will populate the "Available Organizations" column. You can keep clicking Add Visible until all organizations have been added to the "Organization Memberships" column, if you wish.

      2. By clicking and dragging the available organizations to the Organization Memberships column.

  9. Select a Department (optional).
  10. Select a Location (optional).
  11. Select a default Time Zone (required).
  12. Adjust the menu options, permissions, and group memberships as necessary.
  13. Click Save (Reset will clear this screen of all current entries/selections.).

A confirmation message will appear when this process is complete.


 

Defining the New Caller default template

Steps:

To define a default template for new users added from the Submit Issue screen:

  1. Click the gear icon in the upper right > click Defaults beneath System.
  2. Scroll to the New Caller Defaults section and click the template search ( 🔍 ) next to Create From -OR- Defaults.

  1. Select the appropriate template in the Select User Record window that appears. This window will then close and you will be returned to the System Defaults screen.

  2. Click Update.

    • Reset will reset this screen to the values defined during the most recent update.

A confirmation message will appear when this process is complete.


 

Defining the Self Registration default template

Steps:

  1. Click the gear icon in the upper right > click Features beneath System.
  2. Scroll to the Self Registration section and select Activate Self Registration.

  1. Click the template search ( 🔍 ) next to Create From.

  2. Select the appropriate template in the Select User Record window that appears. This window will then close and you will be returned to the Features screen.

  3. Click Update.

A confirmation message will appear when this process is complete.


 

Active Directory Module considerations

  • As a best practice, we recommend mapping all Active Directory users to the same basic User Template, then assigning User Groups within your site to manage additional permissions.

  • The User Template will be re-applied whenever a user logs in or they are re-imported via AD Imports. Any menu options or permissions that are not granted by either a User Group or the User Template will be lost.