Getting started with User Administration

Information

If using the AD Module, there is much more to user administration. Please see the Active Directory Module chapter of this manual for specific instructions.

User administration begins with defining required details related to users, as well as any optional details/capabilities you wish to use, including:

  • Setting up entities
  • Setting up user-defined fields
  • Setting up user templates

Any steps related to activating an option can only be performed by a user with Sys Admin permissions. Once an option is activated, the details can be defined by any user with Can access and maintain Administration functions permissions.


Setting up entities

Users can only belong to organizations, departments, locations and/or groups that have existing records of their own. To setup your entities:

  • Add a record for each known organization using the information and instructions in the Organizations chapter of this manual.
  • If departments are to be used in your structure, activate the Departments feature and add a record for each known department using the information and instructions in the Departments chapter of this manual.
  • If locations are to be used in your structure, activate the Locations feature and add a record for each known location using the information and instructions in the Locations and Regions chapter of this manual.
  • If groups are to be used in your structure, add a record for each known group using the information and instructions in the Groups chapter of this manual.

Setting up user-defined fields

To use your own user-defined fields for capturing additional user details:

1

Navigate to Administration > System > System Settings > User Defined > User Fields. This will open the User Defined Fields – User Record screen.

2

2. For each detail that needs to be selected from a drop-down list, select a table-driven field and enter the Label to use on records and reports.

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3

For each detail that needs to be entered freely, select a text-based field and enter the Label to use on records and reports.

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4

For a date-based detail, select the date-based field and enter the Label to use on records and reports.

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5

Click Update. (Reset will reset this screen to the values defined during the most recent update.)

The message Parameters successfully updated will then appear.

Defining table-driven user-defined fields

To define the drop-down values for any table-driven fields that have been activated:

1

Navigate to Administration > Users > User Defined Fields. All currently active table-driven user record fields will be listed as sub-menu options within this menu.

2

Select the field you wish to maintain from the sub-menu.

3

Select the Add option that appears below the field in the sub-menu.

4

Enter a value and display order for a drop-down item in this field and click Save.

5

Repeat steps 1-4 for each item needed in the drop-down, as well as for each activated table-driven field.

The List screen will then appear with the message Record was successfully added.

Setting up user templates

If using the AD and/or IEM, there are different steps for setting up user templates. Please use the steps as described in their respective chapters.

To define user templates:

1

Navigate to Administration > Users > Add.

2

Select Template as the record type, then select the user type to determine whether the users created by this template will be End Users or Agents.

3

Enter a user ID that allows this template, as well as its purpose, to be easily identified (e.g. EndUserTemplate, ExternalUser).

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If no user ID is entered, a numeric user ID will be assigned by the system.

4

Enter a generic first and last name (e.g. “EndUser/Template,” “External/User”).

5

To allow users created from this template to login – select “Can Log In.”

6

To prevent users created from this template from being sent system-generated email notifications – select “Suppress All Email.”

7

Enter or select a default organization.

8

Select a default time zone.

9

Select any menu options to display to these users.

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10

Select the default home page and the redirect after submission options.

11

If the user type selected was Agent, select Agent (license-related) permissions. (An Agent license must be available for each user created from this template to have any of these permissions.)

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12

Select any administration-related permissions.

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13

Select any data access-related permissions.

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14

Select any workflow-related permissions.

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15

Select any issue maintenance-related permissions.

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16

Select any reporting-related permissions.

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17

Select any email-related permissions.

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18

Click Save. (Reset will clear this screen of all current entries/selections.)

The View User screen will then appear with the message “User successfully added.” Repeat these steps for any additional user templates.

Defining the New Caller default template

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

1

Navigate to Administration > System > System Settings > System Defaults.

2

Scroll to the New Caller Defaults section of the System Defaults screen and click the template search ( ) next to ‘Create From.’

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3

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.

4

Click Update. (Reset will reset this screen to the values defined during the most recent update.)

The message “Parameters successfully updated" will then appear.

Defining the Self Registration default template

1

Navigate to Administration > System > System Settings > Features.

2

Scroll to the Self Registration section of the Features screen and select Activate Self Registration.

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3

Click the template search next to Create From.

4

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.

5

If users are allowed to define their own password as they self-register – select Activate Instant Access.

If Activate Instant Access is selected, users are not required to provide an email address as they register. If this option is not selected, users are required to provide an email address so a system-generated password can be emailed to them once they register. If the Can change their own password permission is included in the default template, these users may change this password once they login.

6

Click Update.

The message Parameters successfully updated will then appear.


Applies To:

Issuetrak 9.9+