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Manage Users

Return to Manage Infrastructure

Manage Existing Users allows you to manage internal/external users. Users with the ServicePRO Administer Privilege can add, update or de-activate a user. Also, you can set privileges or assign users to queues.

Privileges

ServicePRO has two user classes: Privileged Users and End Users.

  • Privileged Users – These users are assigned one or more roles, whether directly or through a team. A privileged user must be granted a named license or it will use a concurrent license slot if available.
  • End Users – Also known as non-privileged users, end users have not been granted any roles within ServicePRO. ServicePRO services two types of end users:
    1. Interactive End User – A user who can log in to ServicePRO via ServicePRO Web or the legacy Web Portal. This user can also send email directly to ServicePRO.
    2. Non-interactive End User – A user who does not have access to ServicePRO. These users must contact the Help Desk via telephone, or in person.

Ribbon Toolbar

In the Manage Users main window, you can choose to Create New Users, Manage Existing Users from the User List, view their properties or history, and manage searches for users.

Manage Users Ribbon Toolbar

The Ribbon Toolbar features the following Task Groups:

  • Create
  • Manage
  • Properties
  • History
  • Manage Search

Create - New User

Selecting New User will open the New User window. The following tabs are available:
  • Main
  • Logins/Email
  • Secondary Emails
  • Memo
  • Support Rep
  • Custom Fields (only when a custom user type is selected as the User Type - for example, Internal Staff as shown in the figure below)

Main Tab

Complete the following steps to manually add new users to ServicePRO:

The New User Window

  1. Click on the "New User" icon. The New User window will open. It will contain several tabs for entering User information, as shown in the figure above.
  2. In the "User Type" field, select the type of user you are adding. By default, it will be “[Generic User].” If you’ve created one or more custom user types via the Custom Object Designer, you can select them from the User Type drop-down list.
  3. In the "User Name" field, enter the user’s full name. This name must be unique. If multiple users have the same name, enter additional information to distinguish one from another. For example, enter the users’ OUs in parentheses after their names.
  4. The "Display Name" automatically takes the value from the User name. There cannot be duplicate User Names in the system; however, there can be multiple identical Display Names. For example, a single person can have two distinct User Names (PeterAdams, PeterAdams2), but both can have the same Display Name (Peter Adams).
  5. Each user must be associated with an OU or company. Select one of the following user types:
    1. Internal User – must be associated with an OU. Select the OU from the OU drop-down list.
    2. External User – must be associated with a company. Select the company from the Company drop-down list.
  6. Enter Contact and Workstation information in the remaining fields.

Logins/Emails Tab

  1. Click on the applicable radio button to indicate whether users are allowed to authenticate against ServicePRO. Note that this does not affect the User’s ability to authenticate against AD. This enables the ability to login to ServicePRO, ServicePRO Web, or the legacy web portal using a ServicePRO account.
  2. If logins are enabled, you can enter a password for the users in the Password field. If you do not enter a password, the default password “helpstar” is automatically assigned.
    Manage Users - Login/Email Tab
  3. Click the applicable radio button to indicate whether email is enabled for users. This determines if ServicePRO is able to process emails to and from specific users.
  4. If email access is enabled, enter the user’s primary email address in the Email Address field.
  5. The Post Office Path field is an optional field used for reference purposes only.
  6. If applicable, enter a Text Messaging Email Address. This address is required to send a message to the user when specified events occur, as determined in their User Options.
  7. Check the Send updates via Email checkbox to enable email notification to users when their Service Requests are updated.

Secondary Emails Tab

On this tab, add any secondary emails for this user. Emails sent to ServicePRO from these accounts will be logged with this user as the requester.

Manage Users - Secondary Email Tab

Memo Tab

ServicePRO uses two types of memos:
  • Inventory Memo – Used in older versions of ServicePRO to store the results of the computer audit. ServicePRO now stores this information in the Discovered Hardware or Discovered Software windows. This remains a part of the software for backwards compatibility.
  • User Memo – Used to enter any additional information for the user.

Manage Users - Memo Tab

Support Rep Tab

The Support Rep tab helps you define options and hourly rates for a Support Rep.

Manage Users - Support Rep Tab

In the Options work area, select and define all applicable options:

  • Open Quota – Restricts the number of requests that a Support Rep can take ownership of at any given time. Ideally, a Rep should have only one active request In Service at a given time. If progress on a request is halted (for example, while waiting for a part, or waiting for end user input), the request should be suspended or scheduled for a later time/date, or set to “Waiting for Response.”
  • Max Pick Quota – This quota is designed to force the Support Rep to select from the top of the queue based on a FIFO (first in first out) queuing discipline. Requests are listed in order of priority then by the time that they were logged (oldest first).
    • This option prevents Support Reps from accepting requests that are not high on the priority list. A Max Pick Quota of 1 restricts Reps to the first request. Set the Max Pick Quota to a number higher than 1 to let Support Reps exercise discretion as to which request they accept. A Max Pick Quota of 3 would allow the Support Rep to accept any of the top three service requests. Eliminate the quota by setting it to a very high number (999).

In the Hourly Rates area, enter charge rates for the Support Rep. These charges calculate the cost of the support your Help Desk is providing:

  • Effective Date – The date the charge rates are effective.
  • Cost – The hourly rates incurred by your company (salary, benefits). This field is intended for reference only and is not used in any reporting calculations.
  • Charge Rate (1–3) – Charge Rate 1 is a standard rate. Use the other charges for overtime rates.
  • The "Retroactively update actual charges in the database" checkbox is not relevant when setting up Support Reps. If in the future you set new hourly rates for the Rep, check this box to automatically recalculate cost and charge amounts based on a previous "Effective Date.”

Saving the User

Click the Save icon in the Toolbar to save the new user.

Manage – Managing Existing Users

Under the Manage Task Group, the following options are available:
  • Update
  • Grant Access
  • Apply Named License
  • De-Activate
  • Export

Update

Users with the “ServicePRO Administrator” privilege can add, update, or de-activate a user.

  1. From the ServicePRO Objects tab, click on the Manage Users option. The Find a User window appears as shown below.

    Manage ServicePRO Users

  2. In the Define Criteria work area, select criteria from the Search and Match drop-down lists and enter a value in the Value field to help you narrow the list presented in the table below this work area.
    For example:
  3. Search: “Name”
    Match: “Contains”
    Value: “Price”
    This tells the system to search for all users whose names include the name “Price.”
  4. Click on the Find button. The search results will be displayed in the table.
  5. When you refine your list enough, select the user you need to update or modify by double-clicking on that user’s name. The user properties will be displayed in a new window. User properties will appear with a Ribbon Toolbar that includes four task groups as shown in the figure below.

    Manage Users - User Properties Task Groups

The Ribbon Toolbar includes four task groups:

Manage User Task Group

  • Update – Update user information.
  • Print – Print the user’s properties.
  • Output to Text File – Save the user properties to a text file in a specified location.

History Task Group

  • Contact History – View a history of recent correspondence made with the user, their company or organizational unit.
  • Request History – View all support requests submitted by the user, their company or organizational unit for a specified date range.

View

  • Company/OU Properties – View the properties of the Company or OU this user is associated with.

New

  • Request – Create a new request with this user as the requester.

Grant Access

When saved, ServicePRO offers the option of setting roles for new users. This can be done now, or at a later time. User roles determine the type and scope of functions that a given user can perform within ServicePRO. If users are “interactive” (that is, they have logins enabled), you will be asked if you want to assign roles for those users.

Applying Named License to Users

To ensure a support rep will be able to log into the system at any time, they must be allocated a named license. Users without a named license but who have been assigned roles may only log into the system when concurrent logins are available. Complete the following steps to allocate a named license to a user.

  1. From the ServicePRO Objects tab, click on the Manage Users option. The Find a User window appears.
    Manage Users - Find a user window

    In the Define Criteria work area, select criteria from the Search and Match drop-down lists and enter a value in the Value field to help you narrow the list presented in the table below this work area.

    For example, entering:
  2. Search: “Name” Match: “Contains” Value: “Price”
    …tells the system to search for all users whose names include the name “Price.”

  3. Click on the Find button. The search results will be displayed in the table.
  4. When you refine your list enough, select the user, click on the Apply Named License option in the toolbar.

De-Activate

De-Activate a User from the system.

NOTE: This will not delete the User, but will remove the User from views/search results. To Re-Activate the User, go to the Setup/Administration > Administration Tab, and select User under Re-activate ServicePRO Objects.

Export

Export the list of Users in Excel (.XLS) format.

Properties

View User Properties for the selected User.

Properties include fields such as Name, Display Name, Organizational Unit, User Type, as well as various contact information such as Telephone # and Email Address. In addition, Team Associations and Assets allocated to this User will be listed.

Additional options are available in the Ribbon Toolbar:

  • Update – Update the User Properties in the Edit User window.
  • Print – Print the User Properties.
  • Output to Text File – Output the User Properties in .TXT format.
  • Contact History – View all contact history associated with the User’s Company, Organizational Unit, or just the User.
  • Request History – View all request history associated with the User’s Company, Organizational Unit, or just the User.
  • Organizational Unit Properties – View the User’s Organizational Unit Properties.
  • Request – Create a New Service Request with the current User set as the Requester.

    Manage Users - User Properties

History

View a history of requests submitted by the selected User during the date range that you specify in the Requester History List.

Manage Users - Requester History List

Manage Search

Under Manage Search, select from the following options

  • Set Current Search Filter as Default – By default, name is the selected filter used to search for a ServicePRO object. By selecting this option, you can choose another filter as your default for future searches.
  • Restore Default Search Filter – Set the search filter to the system default (name).
  • Customize Search Display Properties – Select the company properties to be viewed when performing a search.
  • Restore System Search Display Properties – Set the company properties to the system default.