Add Users

You can add Users and give them access to the application. You can provide general details about the Users and also assign Role Templates to them. The Role Templates define the menu and submenu access, access to specific Tenants, and so on. Each User should be mapped to a Domain, and the Tenant to which they need access should also be mapped to the same Domain. For more information, about Role Templates, see Configuring Role Templates.

To add new Users, perform the following steps:

Select Admin from the Workspace and click Users > General > User List. The User List page is displayed.
Click Add New on the Actions panel. The New User page is displayed.

Figure: New User page
On the New User page, on the left section, type in the new User details as described in the following table:

Field	Description
Domain	Select the required domain from the drop-down list.
Employee ID	Type in the employee identification number of the User.
User Name	Type in the name of the User.
E-mail ID	Type in the e-mail address of the User.
Customer	Lists the configured Customers. Select the Customer name of the User.
Location	Lists the configured Locations. Select the Location name of the User.
User Category	Select the category of the User: End User Service Account

Type in the other required details under the General, Access, Incident, and Service Request tabs.
Click Submit. A new User is configured.

Field Description

This section describes the fields on the New User page.

General

You can provide the general information about the User, such as user level, designation, manager, contact number, User Type allocation, and so on under the General tab.

Figure: General tab

The following table describes the fields under the General tab of the New User page:

Fields	Description
General Details
User Level	Select the User Level from the drop-down list. This is generally the Grade of the User in the Organization. The drop-down values can be configured from the Common Masters page.
Join Date	Click the Calendar icon to specify the joining date of the User.
Designation	Type in the designation of the User.
Manager	Type in the name of the manager of the User To search for a user name, click the Search icon.
Contact Number	Type in the contact number of the User. This can be the User's land line number or a desk extension.
Mobile Number	Type in the mobile number of the User.
Country	Type in the country name of the User.
State	Type in the state name of the User.
City	Type in the city name of the User
Zip Code	Type in the zip code.
Address	Type in the address of the User.
Remarks	Type in the comments or notes about the User, if any.
Time Zone	Select the time zone for the User.
Active	By default, the status is set active. If selected, the User becomes an available option on the other pages of the application. If not selected, the user is an inactive user. The user is not available while searching for Users in the application.
Alternate E-mail IDs	Type in the alternative e-mail ids for the user. You can configure a maximum of four additional e-mail addresses. An Incident is logged for the User, an e-mail is sent from the configured primary or alternate e-mail ids.
User Type Allocation	Select the Tenant and the User Type from the respective lists.

Access

You can define the access details for the User under the Access tab. Provide the login details for the User and also assign Role Templates to the User. Based on the Role Templates assigned to the User, User has access to the specific menus and submenus, Tenants, Customers, and Locations.
The access can be provided based on the Login Type i.e. NT Login ID or Form Login. To know more about the field description of these Login Types, click the respective Login Type:

Figure: Access tab (Login Type - NT Login ID)

The following table describes the fields under the Access tab of the NEW USER page if the Login Type is selected as NT Login ID.

Fields	Description
LOGIN DETAILS
Login Type	Select the login type of the User. NT Login: If selected, the Windows login credentials are considered for application login. The User need not specify the login credentials to log into the application.
NT Login ID	Type in the NT login ID of the User to log in.
LINK ROLE TEMPLATES TO USERS	Assign Role Templates to the User by clicking the Select check box next to the Role Template name. Based on this mapping, the User is able to view the module menu options, drop-down list options, and edit the page details.
INCIDENT MANAGEMENT
Enable View Other Users’ Incidents Check Box	If selected, the View Other Users’ Incidents check box is enabled on the FILTERS pop-up of the MY INCIDENT LIST page in the Incident Management Module. In addition to the own incidents, the user can view the incidents logged by other users who are mapped to the same customer(s) to which the user is mapped.
Customer	Select the customer(s) from the list. The user can view the list of incidents logged by other users who are mapped to the customer(s) selected in this field.
Location	Type in and select the location(s). The user can view the list of incidents logged by other users who are mapped to the location(s) selected in this field.
Allow Edit	If selected, the user can cancel, escalate, and update the Additional Information section of the Incidents logged by other users who are mapped to the above selected Customer and Location. If this checkbox is not selected, the user can only view the incidents that are logged by other users.
CMDB
Is User Configuration Manager	Select the check box to configure the user as configuration manager.
PASSWORD MANAGEMENT
Keyword Access	Select the keyword from the list.
ASSET MANAGEMENT
Asset Management Update/Edit Access	Select the Role Template from the drop-down list for which you want to provide the Update/Edit access to the User.

Figure: Access tab (Login Type - Form Login)

The following table describes the fields under the Access tab of the NEW USER page if the Login Type is selected as Form Login.

Fields	Description
LOGIN DETAILS
Login Type	Select the login type of the User. Form Login: If selected, the User must enter the configured User Credentials for logging into the application.
Login ID	Type in the Login ID of the User for Form Login.
Password	Type in the password of your choice.
Re-enter Password	Re-enter the password.
Send Password Change Notification	If selected, the user is notified whenever the user's password is changed.
User must change password at next login	If selected, you will be prompted to change password,after logging in to the application.
Is Account Locked	If deselected, the user's account will be unlocked.
Account Never Expires	If selected, the password of this account never expires. Also, if this check box is selected, the Password Policy configuration done on the Domain page becomes inactive.
LINK ROLE TEMPLATES TO USERS	Assign Role Templates to the User by clicking the Select check box next to the Role Template name. Based on this mapping, the User is able to view the module menu options, drop-down list options, and edit the page details.
INCIDENT MANAGEMENT
Enable View Other Users’ Incidents Check Box	If selected, the View Other Users’ Incidents check box is enabled on the FILTERS pop-up of the MY INCIDENT LIST page in the Incident Management Module. In addition to the own incidents, the user can view the incidents logged by other users who are mapped to the same customer(s) to which the user is mapped.
Customer	Select the customer(s) from the list. The user can view the list of incidents logged by other users who are mapped to the customer(s) selected in this field.
Location	Type in and select the location(s). The user can view the list of incidents logged by other users who are mapped to the location(s) selected in this field.
Allow Edit	If selected, the user can cancel, escalate, and update the Additional Information section of the Incidents logged by other users who are mapped to the above selected Customer and Location. If this checkbox is not selected, the user can only view the incidents that are logged by other users.
CMDB
Is User Configuration Manager	Select the check box to configure the user as configuration manager.
ASSET MANAGEMENT
Asset Management Update/Edit Access	Select the Role Template from the drop-down list for which you want to provide the Update/Edit access to the User.

Figure: Access tab (Login Type - API Key)

The following table describes the fields under the Access tab of the NEW USER page if the Login Type is selected as API Key.

Fields	Description
LOGIN DETAILS
Login Type	Select the login type of the User as API Key. If API Key is selected, the API key of the entered Domain is picked up by the Application by default.
API Key	By default, the field displays the Domain API Key.
API Key Expiry	Specify a future date.
LINK ROLE TEMPLATES TO USERS	Assign Role Templates to the User by clicking the Select check box next to the Role Template name. Based on this mapping, the User is able to view the module menu options, drop-down list options, and edit the page details.
INCIDENT MANAGEMENT
Enable View Other Users’ Incidents Check Box	If selected, the View Other Users’ Incidents check box is enabled on the FILTERS pop-up of the MY INCIDENT LIST page in the Incident Management Module. In addition to the own incidents, the user can view the incidents logged by other users who are mapped to the same customer(s) to which the user is mapped.
Customer	Select the customer(s) from the list. The user can view the list of incidents logged by other users who are mapped to the customer(s) selected in this field.
Location	Type in and select the location(s). The user can view the list of incidents logged by other users who are mapped to the location(s) selected in this field.
Allow Edit	If selected, the user can cancel, escalate, and update the Additional Information section of the Incidents logged by other users who are mapped to the above selected Customer and Location. If this checkbox is not selected, the user can only view the incidents that are logged by other users.
CMDB
Is User Configuration Manager	Select the check box to configure the user as configuration manager.
PASSWORD MANAGEMENT
Keyword Access	Select the Keyword Access from the list: All Action Command Master Reaction Master Unlock
ASSET MANAGEMENT
Asset Management Update/Edit Access	Select the Role Template from the drop-down list for which you want to provide the Update/Edit access to the User.

Incident

You can view the Incidents raised by the User for each Category under the Incident tab. The following table describes the fields under the Incident tab of the NEW USER page:

Fields	Description
Category	Displays the configured Category of the Incident.
Select	Click the Show Incident Details icon to view Incident details.
Incident ID	Displays the Incident ID of the Incidents raised by the user.
Logged Time	Displays the date and time when the Incident was logged.
Symptom	Displays the symptom of the Incident.
Priority	Displays the priority of the Incident.
Status	Displays the status of the Incident.

Service Request

You can view the Service Requests raised by the User for each Category under the Service Request tab.

The following table describes the fields under the Service Request tab of the NEW USER page:

Fields	Description
Category	Displays the configured Category of the Service Request.
Select	Click the Show Service Request Details icon to view Service Request details.
SR ID	Displays the SR ID of the Service Requests raised by the user.
Logged Time	Displays the date and time when the Service Requests was logged.
Description	Displays the description of the Service Requests .
Priority	Displays the Priority of the Service Requests.
Status	Displays the Status of the Service Requests.

If configured, the custom tabs for the Customer are also displayed in addition to the above tabs. For information about configuring Custom Tabs, see Configuring Custom Tabs.

ACTIONS

This section explains all the icons displayed on the ACTIONS panel of the NEW USER page.

SHOW LIST

Click SHOW LIST to display the LIST table showing all the Users configured for the selected domain. For more information about viewing Users, see Viewing User List.

Figure: User List page: List of Users

To edit a User detail, click the User ID. Make appropriate changes and click Submit.
To display the inactive Customer details, click the Include Inactive check box.

Filters

On the Filters pop-up page, select the Domain, Customer and Location from the drop-down list. Click Submit.

You can also search for a specific User by typing the User Name ,Emp ID, E-Mail ID, NT Login ID of the User in the Search User field and click Submit.

Figure: FILTERS pop-up page

References

To view User list, see Viewing User List.
For configuring Role Templates, see Configuring Role Templates.
For configuring menus for Role Templates, see Role Template Menu Configuration.
For configuring other configuration details for Role Templates, see Role Template Other Configuration.