Updating Default Login Account

When logging into the system for the first time, update the Supervisor Account within the User>Users tab, with the relevant First, Last and User Name, Password, Roles and Processes.

If the system is to be synchronized with an authentication server, the First, Last and User Name details, including the Password, should be the same as the details stored in the authentication server.

To edit the User account:

Select User>Users

Click the Supervisor User
The User Information screen appears, where the Account details, including User Name, can be updated.

User Information Fields
Title	Select a Title from the drop-down menu options, if relevant.
First Name*	Enter the User's First Name.
Last Name*	Enter the User's Last Name.
User Name*	Enter a system User Name (unique).
Password*	Enter a User Password. Note: Passwords can be changed under the Users Tab or reset by the User under their My Account tab.
Roles*	Assign a Role for the User. Each Role has associated permissions. See Roles. Every Technician Role assigned also needs a Supervisor assigned. More than one role can be assigned but only one of Supervisor, Partner or Technician can be allocated per User.
Default Portal*	The Default Portal is the user interface a Customer, who is assigned multiple Roles, accesses by default when they log into the system. If the Users Default Portal is set to Customer, the User details will not be accessible in the Users list, but included in the list within the User>Customer tab.
Operations Processes	Assign the licensed access for Request Fulfilment, Incident and Problem Management. Assigning Processes to the User gives them access to support those Processes and enables them to be assigned as Team members for those Processes' Teams. See Teams. See User Processes.
Change Processes	Assign the licensed access for Change, Release and Deployment Management. Note, Users assigned Release are automatically assigned Deployment.
Internal Processes	Enable the Users privilege to maintain Service Level, Configuration and Knowledge Management. Selecting the Configuration and Knowledge options displays the relevant fields that enable granular controls to be set for those processes. The Finance Role is limited to the processes of Configuration and Service Level Management.
Knowledge	If the User is assigned the Knowledge Management process, their privilege to create, edit, delete and/or publish KBAs can be configured. Note: Technicians can create Solutions within requests even when they are not assigned the Create privilege, as Solutions are allocated a restricted visibility of "Assigned Incident". This means the Solution is only accessible to Technicians and owners of the Item associated with the request.
Configuration	If the User is assigned the Configuration Management process, their privilege to create, edit and/or delete Items within the CMDB can be configured on a per task basis.
Customer Org Unit	If the User is also allocated a Customer Role within the system, this field is displayed. Enter Company or Department details that apply to the User in their Customer Role.
Email*	Enter the User's Email address. System messages are sent to this address.
Phone	Enter Phone details.
Mobile	A mobile number can be entered as a contact number or for use with SMS (Short Mail Service message). An SMS can be sent to notify the assigned Technician when a request is raised. SMS Messaging options: From the dropdown list, select the SMS Service Provider. Override SMS Address. If your service provider does not appear in the list, click this checkbox and enter an alternate Service Provider.
Service Provider (Required for SMS)	The name of the service provider through which SMS messages for this User should be sent. The default is SMS Gateway Providers.
SMS Override	Enter SMS Gateway override details.
Fax	Enter Fax details.
Pager	Enter Pager details.
Salary	An Annual Salary can be entered. This value is used for reporting.
Forum Moderator	Select this checkbox to designate this User as a forum moderator. See Forums.
Survey Manager	Select this checkbox to enable this User to act as a Survey moderator. See Surveys.
Supervisor*	Select a Supervisor, if the User has a Technician Role. Users with the Technician Role must be allocated a Supervisor.
Available	Shows if the User is available for requests to be assigned to them. This is based on work hours configured in the Schedule tab of the User and their Vacation Status. If no hours are set within the Schedule tab when the "Define Works Hours" is enabled within Admin>Setup>Privileges>User screen and the User is not on vacation, the system will consider them to be unavailable.
Assignment	**Visible when the Assignment Control is enabled in Admin>Setup>Privileges>User. Set to Off if the User is not to be assigned new requests, irrespective of their Availability status.
On Vacation	Placing a Technician on vacation excludes them from being assigned new Incidents automatically. When On Vacation is activated a Technician's existing requests are not reassigned.
Training	This option is only visible for Technician Users, and when enabled allows the User to be included in Teams to view requests but does not allow them to put the request in edit mode or add Notes.
Country	The User automatically adopts the default Country set for the system. However, the Country can be manually adjusted here for the specific User.
Last Login	Auto-populated with the date the User last logged into the system.
Host	The IP address of the last login for the User
Position	The GPS coordinates of the last known address.
Timezone	The User automatically adopts the default Timezone set for the system. However, the Timezone can be manually adjusted here for the specific User.

* Denotes Mandatory Fields

Complete the User detail information, including setting the relevant Time zone.
Click Done.

Administrator Access

To move to the Administrator access from the Supervisor view, click the [Setup] link next to the logged in User Name on the right hand side of the screen.