Users

📄️ Overview

This section provides settings to view, add, manage, and define the characteristics of the application users. You can also assign roles and responsibilities, import users, and configure SSO using various services.

📄️ Technicians

The Technicians are the one responsible for providing solution, handling requests, problems, changes, etc. You can convert a Technician to a requester. By default, all the Technicians are Requesters too.

📄️ Requesters

Requesters are the end-users who access the portal to create and seek information regarding their requests. They have access only to the request management, knowledge, and approval management sections. They can also view the changes and assets assigned to them based on the assigned permissions.

📄️ User Form

The User Form displays the system default fields and enables to create custom fields required to capture the additional details about the users who are using the system. At times, apart from the default fields, few additional once are also required to get the necessary details. These details can be collected using the custom fields which later can be used in the automation activities.

📄️ Technician Groups

A Technician Group consists of technicians that perform similar tasks. These groups can be created for users who work either on similar projects or have a similar job role. For example: Support team can be added to a Technician Group for resolving customer issues (tickets). A group has many technicians and a technician can be a part of many groups. You can also add a technician group as a Change Advisory Board (CAB), Watcher, as well as for Approval.

📄️ Requester Groups

Requester Groups are group of requesters that raise requests. They are useful for:

📄️ Roles

Roles are a set of permissions that help specifying what a technician or requester can view or do within the Support Portal. Based on these roles the user can access or perform the required tasks. You can assign roles based on the certain factors like module, department, user type, etc. A super admin can create multiple roles and assign them to technicians or requests based on the requirement.