Adding users

User accounts can be imported in bulk or can be created one at a time. Any user with permissions for User Management can create user accounts for both internal (agents, managers and administrators) users and external (customers) users.

When you add users, you assign them to a system role, which allows them to access limited areas of the system. You then assign them permissions to access specific containers, such as workspaces, and to a specific role for each container. For example, a user may have an Agent role with specific permissions in a service desk workspace, and a Customer role in a human resources workspace.

The available permissions for each type of user vary but the steps are the same for all user types. The only difference between creating customer users and other types of users is that you cannot define billing rates for customers.

Adding System Administrators

Although System Administrator users are assigned Agent user roles, these users can only be added by another System Administrator. For more information, see Adding System Administrators.

To add a user account

  1. Click the Administration tab.
  2. In the User Management section, click Users.
    The Users page appears.
  3. Click New.
    The Create New User page appears.
  4. In the System Role field, select the appropriate role.
    For all users except customers, select Agent.
  5. Select the License Type (Concurrent or Fixed).
  6. In the Name field, enter the Agent's first and last name (such as John Smith).
  7. In the User ID field, enter a user name for the Agent (such as jsmith).
    The Agent will log in to the application using this ID.
  8. In the Authentication Method field, select the method this user will use to access FootPrints.
  9. If your environment is configured to use FootPrints internal authentication, enter a password for the Agent in the Password field, then enter it again in the Confirm Password field.

  10. (Optional) In the Licensing field, select any additional licensing options that apply to this user such as CMDB or Mobile.
  11. In the Email Options section:
    1. in the Primary Email field, enter the Agent's primary email address.
      Each email address can be used for only one user in the system. 
    2. (Optional) To add additional email addresses for the Agent, click Add Email Address, then enter the email address in the text box.
      You can add two additional email addresses.
    3. To send automatic email notifications to the Agent, select Send notifications to this address next to one of the addresses.
  12. In the Assign Containers to User section, assign the Agent to at least one container (such as a workspace or address book), along with a role for each container:
    1. In the Container field, select the container to which you want to assign the user. To select all listed containers, select the check box in the header.
    2. In the Container Role column, select the appropriate role for each container that you selected.
      For example, you might select an Administrator role in one container and an Agent role in another.
    3. (Optional) In the Supervisor column, select the user's supervisor.
  13. (Optional) In the Billing Information section, for all users exceptcustomers, define billing rates:
    1. To add an hourly billing rate:
      1. Click Add.
        A blank row appears.
      2. In the Amount Per Hour field, type the amount to be charged per hour.
        The type of currency is specified by your Administrators.
      3. In the Description field, type a brief explanation of this rate, such as Standard rate, Holiday, and so on.
      4. Click Update.
        The billing rate uses the currency selected by your Administrator.
    2. To identify a rate as the default, select Default next to the rate row.
      If you enter one billing rate, it is assigned automatically as the default rate.
    3. To edit a billing rate, double-click in one of the fields, modify the settings as needed, and click Update.
      You can also select a rate and click Edit.
    4. To delete a billing rate, click in one of the fields and click Delete. A confirmation message appears. Click Yes.
  14. In the Local Time Zone field, select a local time zone for the user.
    For example, select America/New_York (EST).
  15. In the Language field, select the user's preferred language.
    English is the default. The user can change this later.
  16. In the Date Format field, select from American, European, and ISO formats.
  17. Click Save.
    The new user appears on the Users page.

Related topics

Editing user accounts

Deleting user accounts

Activating and deactivating business rules

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