Maintaining Users

Information

Users can be added and edited by any user with Sys Admin, or Can access and maintain Administration functions permission.

Granting the Sys Admin, No AD Authentication, and Active parameters and/or user attachments can only be added and maintained through editing users.


Steps

Adding Users

New users can be added from:

  • Administration > Users > Add
  • Administration > Users > Clone
  • Submit Issue screen

Using Administration > Users > Add

To add a new user with no pre-existing details or permissions:

1

Navigate to Administration > Users > Add.

2

Select User as the record type and then choose the appropriate User Type.

3

Enter the new user’s ID.  The password can be set later, if desired.

The User ID cannot be modified once the record is saved without going to User ID Maintenance. If no user ID is entered, a numeric user ID will be assigned by the system.

4

Enter their first and last name (required). Their display name will automatically populate. However, you may enter a different display name if you choose.

5

If this user is allowed to login, select Can Log In.

6

Enter their phone number, email address  and  pager email address.

7

If no system-generated email notifications should be sent to this user, select Suppress All Email.

8

Enter/Select the appropriate Organization (required), Department and Location memberships.

9

Select their time zone (required).

10

Enter their mailing address.

11

Select the default format for My Issues screens. Standard is the default, but Expanded is available as well.

12

Enter/Select any user-defined details, if applicable.

13

Select any menu options to display to these users.

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14

Select the default home page to display.

15

Select screen to be displayed immediately after submitting an issue. This value defaults to a new submit screen. Choose between Submit screen, Issue View (displaying the newly entered issue), Dashboard, or My Issues screen.

For more detailed information about each of the available permissions described in the steps below, please access the following article.

16

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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17

Select any administration-related permissions.

18

Select any data access-related permissions.

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19

Select any workflow-related permissions.

20

Select any issue maintenance-related permissions.

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21

Select any reporting-related permissions.

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22

Select any email-related permissions.

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23

Click Save. (Reset will clear all current entries and selections.)

The View User screen will then appear with the message User successfully added.

Using Administration > Users > Clone

To add a new user by copying details and permissions from an existing user or user template:

1

Navigate to Administration > Users > Clone. Enter the user ID of the existing user or template to copy and click Clone. (Clicking Reset will clear any current entry.) This will open the Add User screen with the details and permissions that have been copied.

OR

1

From the View or Edit User screen of the existing user or template record to copy, select the Clone sub-menu option. This will open the Add User screen with the details and permissions that have been copied.

2

Verify that User is selected as the user type and enter the new user’s ID and password.

The User ID cannot be modified once the record is saved without going to User ID Maintenance. If no user ID is entered, a numeric user ID will be assigned by the system.

3

Enter the user's first and last name (required). Their display name will automatically populate. However, you may enter a different display name if you choose.

4

Modify any appropriate details and/or permissions copied from the original record.

5

Click Save. (Clicking Reset will clear all current entries and selections.)

The View User screen will then appear with the message User successfully added.

Using the Submit Issue Screen

Permissions for these users are based on the ‘New Caller’ default template defined in System Defaults. If no template has been defined, no permissions will be granted without editing these users and/or adding them to one or more groups.

To add a new user using the Submit Issue screen:

1

Click the “Add” link next to the Caller field. This will open the Add New Caller window.

You can also access this window from the user search by clicking on the Add New Caller link in the lower right of the Select User Record window.

2

Enter the new user’s ID.

The User ID cannot be modified once the record is saved without going to User ID Maintenance. If no user ID is entered, a numeric user ID will be assigned by the system.

3

If name values were entered prior to clicking Add , these values will be pre-filled when the window opens. If no value appears, enter their first and last name (required). Their display name will automatically populate. However, you may enter a different display name if you choose.

4

Enter/Select their organization (required), department and location memberships. Organization may be prefilled for you if entered prior to clicking Add.

5

Enter their phone number, email address and mailing address.

6

Click Add New Caller. (Clicking Cancel will close the Add New Caller window.)

The message The User ID of the caller is entered onto the Submit Issue page – This window will close in 5 seconds will then appear in the Add New Caller window. This window will then close and you will be returned to the Submit Issue screen.

Editing users

Existing user records can be edited from Administration > Users and issue-related screens (View Issue, Add Note, Assign Issue, Next Action and Close Issue).

Using Administration > Users

As a best practice, you should always deactivate rather than delete any existing items within your system. To deactivate a user, edit the user and deselect the Active parameter.

To edit an existing user or user template using the Administration menu:

1

Navigate to Administration > Users > List All. This will open the List All Users screen. Perform a Quick Search for the record by selecting a Search On option, entering a search value and clicking Search. The list will re-populate with users/templates matching the criteria. Click the Edit link next to the user ID. The Edit User screen will then appear.

OR

1

Navigate to Administration > Users > Search. Perform an advanced search for the record by entering criteria, selecting the Output Option of Brief List and clicking Search. The Users Search Result screen will then appear. Click the Edit link next to the user ID. The Edit User screen will then appear.

OR

1

From the View User screen, select the Edit sub-menu option. The Edit User screen will then appear.

2

To reset the password, enter a new Password.

3

To deactivate, unselect Active. To add or remove login permissions, select/unselect Can Log In. To grant full access to all System menu options, select Sys Admin.

4

To add attachments, use the Attachments sub-menu option.

5

Modify any other appropriate details and/or permissions.

6

Click Update. (Clicking Reset will return all entries to the values defined during the most recent save/update.)

You will then be returned to the View User screen and the message User successfully updated will appear.

Using issue-related screens

To edit an existing user using issue-related screens:

1

From the View Issue, Add Note, Assign Issue, Next Action and/or Close Issue screen, click on the user’s name. A popup window will then open with the user’s details.

2

Click Edit User in the lower right. The Edit User screen will then appear.

3

Modify the appropriate details and/or permissions.

4

Click Update. (Clicking Reset will return all entries to the values defined during the most recent save/update.)

You will then be returned to the View Issue screen and the message User successfully updated will appear.


Applies To:

Issuetrak 11.0+