Page Comparison

This section helps you set up your organization-wise user database. After you set up the user database, you can create roles and groups, and can add users to such entities.

...

Follow these steps:

1. Navigate to MANAGE, ADMINISTRATION, MANAGE> ADMINISTRATION> Tools on the main navigation panel.
2. Click Organizations.
3. To create a new organization: Enter the name and other necessary information and click Save.
   Note: To view the sibling and child organizations of the parent organization, click  icon.
4. To create a sibling organization: Click  icon at the organization level where you want to create the sibling organization. Enter the necessary information and click Save.

5. To create a child organization: Click  icon at the organization level where you want to create the child organization. Enter the necessary information and click Save.

   Note
   The maximum limit for hierarchy levels in an organization is 10 levels.

   
   

...

To change the logo, navigate to the Manage, Administration, Tools, Manage> Administration> Tools> Organization, and upload the new logo. The guidelines for accepted file formats and dimensions are as follows:

...

Follow these steps:

1. Navigate to MANAGE, ADMINISTRATION, Tools, MANAGE> ADMINISTRATION> Tools> Organizations.
2. Select or search for the desired root level organization or child organization.
3. Click the  icon.

4. Click Yes to confirm the deactivation.
   The organization is deactivated.

   Note
   The deactivated organization is retained on all tickets, CIs, knowledge articles, and other transaction records for reporting and other purposes. However, the deactivated organization is not available for use in any new operations.

   
   

...

Follow these steps: (add users)

1. Navigate to MANAGE, Administration, Tools, and click MANAGE> Administration> Tools> Users.

2. Click Create Users and complete the required fields.
   Note: The Email Address field supports alphanumeric and special characters [_ | - | . | $ | # | ' | *]

3. Select the License Type and the organization to which you want to add a user. The license type defines the role of the user.
   Note: Following license types are available: Self Service (Self Service User), Fixed (Administrator), Floater (Analyst), and Web Service (Web Service User). For more information about the various license types, see Manage Access through Licenses.
4. Click Create and Edit.
5. Complete the additional fields such as organization, role, and group.
6. To grant access to applications, assign the user to relevant groups.
7. Click Save.
   The user is added.

Follow these steps (add an existing user to another organization):

1. Navigate to MANAGE, ADMINISTRATION, Tools, and click to MANAGE> ADMINISTRATION>Tools> Organizations .
2. Search the organization to which you want to add a user. By default, the top-level organization is selected.  
3. Click Users.
4. Click Relate Existing, and select the user.
5. To grant access to applications, assign the user to relevant groups.

6. Click Save.
   The user is added.

...

1. Open the Users administration screen from MANAGE, Administration, Tools, and  click . Navigate to MANAGE> Administration> Tools>Users.
2. Hover over the User in the list, click the  icon in the far left column, and click Edit Properties.
3. On the Basic tab, perform one of the following actions:
   
   • Enter a new password and retype the password in the Change Password field. Click the Change Password button.
     Password change successful or policy violation message is displayed. 
   • Click Send Email. An email with a reset password link is then sent to the user. The user can click the link and can reset the password.

   The user password is reset.

...

1. Open the web services user password administration screen from MANAGE, ADMINISTRATION, Tools , and  click MANAGE> ADMINISTRATION> Tools>Reset Web Services User Password.
2. Search and select the web services user.
3. Perform one of the following actions:
   • Enter the new password details and click Apply Changes.
   • Click Reset Password. An email with a reset password link is then sent to the user. The user can click the link and can reset the password.
   The web service user password is reset.

...

Follow these steps:

1. Navigate to MANAGE, ADMINISTRATION, Tools, and click UsersMANAGE> ADMINISTRATION> Tools> Users.

2. Locate the user to whom you want to assign the group.

   Note
   You can use the Filter or the Search Users field to locate the desired user quickly.

   
   

3. Hover over the User in the list, click the  icon in the far left column, and click Edit Properties.

4. Click Groups, and click Relate Existing.

5. Add the group and click Save.
   The user assignment to the selected services is updated.

...

Follow these steps:

1. Navigate to MANAGE, ADMINISTRATION, Tools, and click UsersMANAGE> ADMINISTRATION> Tools> Users.
2. Locate the user that you want to designate as a tenant administrator.
3. Hover over the User in the list, click the  icon in the far left column, and click Edit Properties. 

4. Select the License Type as Fixed as Named. 

   Note
   Assign the user to the Administration Group to provide the administrator privileges.

   
   

5. Click Save to create the tenant administrator. 

   Note
   To revoke tenant administrator privileges, follow this procedure and change the License Type to Self Service. The tenant administrators cannot revoke their own administrator privileges.

   
   

...

Follow these steps:

1. Navigate to MANAGE, ADMINISTRATION, Tools, and click MANAGE> ADMINISTRATION> Tools> Users. 

2. Hover over the User in the list, click the  icon in the far left column, and click Deactivate User.
   The user is deactivated.

...

• You cannot deactivate a role. The deleted roles are directly removed from the application.
• A contact and a support group can participate in multiple roles.
• The permission assignment to a role is not a part of role creation. The Assigned Permissions section is read-only and displays the permissions that are assigned to the current role. 
• The system defined roles have a negative ID value. You cannot delete the system defined roles. For example, KB Analyst and KB Admin. 

• You can delete a role. When you delete a role, the role record gets removed from the application. When a role is deleted, the relationships to contacts and groups that are related to the role are also lost. Therefore, permissions available to the contacts and support groups through that role are no longer available.

• Do not create more than one role with the same name. The reason is that there could be a conflict in the recognition of the name by the system. However, ServiceAide Cloud Serviceaide Intelligent Service Management (CSM) does allow you to create multiple roles with the same name.
• Roles cannot be used for assignments. Roles are available only of managing permissions and for identifying recipients for a communication template. This behavior makes it possible to send the notification to all members of the role.

Verify the following prerequisites:

• Support groups and contacts are configured.  

...

1. Create Role: Navigate to MANAGE, ADMINISTRATION, Tools, Roles, and click MANAGE> ADMINISTRATION> Tools> Roles> Create New.

2. Fill in the required information and click Apply Changes.

   Note
   A role name cannot match with any organization and support group name.

   
   

3. Add Role Members: Search and select groups, contacts, or both to add to the current role.

   Note
   The Assigned Permissions tab is read only and displays the permissions that are assigned to the current role.

   
   

...

Create and Manage Groups

...

To view a list of all the groups navigate to MANAGE, ADMINISTRATION, Tools, MANAGE> ADMINISTRATION> Tools>Groups. A list of all the group appears on the left column. You can sort this list that is based on the Group Name(A-Z), Last Modified Date, and Created Date. You can also search a particular group from the list that is based on the group name and description. Click Filter to apply filter on this list that is based on:

...

1. Create Group: Navigate to MANAGE, ADMINISTRATION, Tools, Groups, and click MANAGE> ADMINISTRATION> Tools> Groups> New Group.

2. Fill in the information, on the General tab.

   1. Enter the Group Name , Description, and other necessary information. Group Name cannot contain a comma. When creating a group verify that the group name has no commas (,). 

   2. Select which actions are available for the group through the Used For options. 

      • Permissions: If a Group is configured as used for Permissions, the group name is displayed in any Permissions lookup.

      • Approval Group: If a Group is configured as used For Approval, the group name is displayed under the Approval section of a ticket or in the ticket approval lookup of a Ticket.

      • Notification: When a Group is configured as used For Notification, the group is available for use in the To, CC, and BCC fields of Communication Templates.

      • Assignment: If a Group is configured as used For Assignment, the group name is displayed in the Assign To Group lookup of a ticket. For example, It can be used for assignment through workflow actions.

      • SLA Escalation: If a Group is configured as used For SLA Escalation , the group receives information about any SLA escalations that occur.

   3. Specify the Group Email.
   4. Specify the Group  Phone.
      Note: The administrator can classify a group depending on the type of activities. This facility is extended through the fields that are named Type and Sub Type. For example, ERP Group can have a type as Software Support and a Sub type as External Vendor. Classifying the groups in this way could help in specifying the actions that the group takes. 

   5. To enable group members to view organization tickets, select the View  Organization Tickets option.

   6. If Disable Service Feedback is selected, all contacts in that group cannot participate in service feedback process. Contacts related to the organization are excluded from the service feedback process if you select the disable service feedback flag. If you select the Disable service feedback flag for an organization, but not for the primary group, contacts cannot participate in the feedback process.
   7. Click Save. The new group is now created. The Members, Organization, and Business Hours tab become active for you to add further configuration to the group.

...

Follow these steps:

1. Navigate to MANAGE, ADMINISTRATION, Tools, MANAGE> ADMINISTRATION> Tools> Role Based Views and view the list of existing role-based views.
2. Select the system-defined view that you want to modify.
3. Change the View Name and View Description, if necessary. 
4. Click the Show check box for the section headers that you want to display on the view.
5. Select a section header to view the list of fields available in that section. Use the Show and Edit checkboxes against each field to control the level of access to that field.
   If you want to provide a different name for a field, click New or Edit in the Alternate Label column. The Alternative Labels dialog appears. Click the plus icon, select a language, enter the new label, and click the save icon. The Alternative Labels dialog also allows you to add field names in other languages. To remove or delete an alternate label, click the corresponding red button.
6. Click Apply Changes to update the details.

...

Follow these steps:

1. Navigate to MANAGE, ADMINISTRATION, Tools, MANAGE> ADMINISTRATION> Tools> Role Based Views to view the list of existing role-based views.
2. Select the existing role-based view as a base for the view you want to create.
3. Specify the name and description of the role-based view and modify the optional fields of the role-based view, if necessary.
4. Click Assigned Roles and select the roles to be assigned with the new role-based view.
5. To view the sections of the form, click Apply Changes.
6. Select the sections and fields that you want to show on the form.
7. Click Apply Changes.