This guide provides administrators with the necessary steps to add and manage users within Issuetrak.
1. User Definition
In Issuetrak, a 'user' is any individual who requires permissions, data visibility, or a means of interacting with the site. This includes:
- Submitters: People who report issues.
- Assigned To: Technicians or staff handling the issues.
- Next Action: Secondary assignment.
- Task Assignees: Users assigned tasks that represent steps in a process.
- Subscribers: People who receive notifications when specific events occur.
Users may also hold non-issue-based permissions, such as the ability to run reports or manage assets.
2. User Creation Methods
How you add a user sometimes depends on how they will log in (Authentication). You may use multiple methods from this list.
|
Creation Method |
Best For... |
How it Works |
User Authentication Type |
|---|---|---|---|
|
Issuetrak (manual) |
Sites without Identity Management or with few users. |
Accounts exist solely within Issuetrak; supports Issuetrak-controlled MFA and password resets. |
Issuetrak |
|
Unregistered customers, contractors, vendors |
Issuetrak can automatically create a user account for anyone who emails your site’s designated email address. Issuetrak then makes that user the Submitter of the issue created by their email. Can also create users for any other email addresses listed in the TO or CC lines of the email. |
Issuetrak |
|
|
SSO / Cloud Auth. |
No import. The account is automatically created the first time the user successfully logs in. Note: ADFS can perform imports only if a matching LDAP connection is present. |
OAuth 2.0 / OIDC / ADFS / Entra ID |
|
|
Identity Management (LDAP) |
SSO / Local Network Auth. |
Users can be manually imported or auto-created on login via "Update existing users on login" settings. |
Active Directory (LDAP) |
|
Connecting Issuetrak to other systems, custom portals, or automated workflows. |
Users are programmatically added to the database. This ensures they exist and are selectable before they ever attempt their first login. |
Determined by the authentication method assigned during account creation |
3. Tips for Adding Users
Managing access effectively requires more than just checking a permission box.
Permissions & Visibility
- Groups: Always control permissions via Issuetrak Groups. This ensures that if you change a user's authentication type later, they don't lose access to their data.
- Visibility Shortcut: Visibility is complex; the best strategy is to mirror or clone the settings of an existing user who already has the correct view. The clone feature is great for this.
- Advanced Support: Refer to the Visibility Controls Best Practices article or contact Support for complex configurations.
Restricting Access
- The "Selectable Only" User: If you need a user to appear in drop-downs but don't want them to log in, disable the Can Log In option in their profile.
- Template Safety: If users are created automatically, you can uncheck Can Log In on the account template to keep new accounts locked by default.
