This documentation supports the 18.08 version of Remedy IT Service Management Suite.

To view the latest version, select the version from the Product version menu.

Adding non-support staff

You can create non-support staff records for employees, customers, and vendors.

To add non-support staff

Support staff can use these non-support staff records to complete forms, such as to indicate a customer who called the help desk to report an incident. If non-support staff have a login ID and password, they can record their own requests on the Requester console.

  1. On the Standard Configuration tab of the Application Administration Console, select the correct company.
  2. Click the Create link next to People. The People form appears.
  3. Enter the person's first name and last name.
  4. Select the client type. The following table lists the client types available for selection.

    Client types

    Client type

    Information required

    Office-based employee, field-based employee, contract

    Select or enter a site in the Site field.

    Customer, prospect, vendor

    Site information is optional.

    Home-based employee

    You must enter the home information.

  5. Optionally, you can select a contact type, such as Sales or Technical Support.
  6. Set Support Staff to No.
  7. Enter the phone number. Click in the phone field and press Enter. You can select a Country Code for a phone number from the list or you can enter one manually. If you omit the phone number, it is set as unknown.
  8. Optionally, enter the email address.

    Note

    An email address is required to receive email notifications.

  9. If this person is a home-based employee, enter the home address and phone number.
  10. In the Organization Information area, select the company and, optionally, select the organization and department.
  11. In the Location Information area, select the site. You must select a site for employees, but it is optional for customers and vendors.
  12. To allow this person to log on to the system, perform the following steps:
    1. Enter a login ID and password. People who have access to the People form can change their password.
    2. If this person needs access to applications, see the instructions in Adding support staff.
      Non-support staff typically do not need access to applications. They can create and modify requests from the Requester console. From the Requester console they can access only their own records. If you grant them access to applications and you have multiple companies, however, you might want to restrict their access, as described in Adding support staff.
    3. Select a license type of either Fixed, Floating, or Bundled.

      Note

      Before you click Change to Non Support to change the license type from Floating to Read for an existing people record, you must manually delete the Floating license permissions for the people record from the User form and save the record.

    4. (For the Bundled option) From the Bundled License Type field under the Bundled License tab, select the required license bundle from either of the following options and then click Add Bundle:
      1. 2007 Pricing Model
      2. 2015 Pricing Model
  13. Click Add.
  14. If you entered a login ID and password for this person, you must confirm the password.
  15. To add more non-support staff records, repeat steps 3 through 13.
  16. When you are finished adding people records, click Close.

Note

If you want to enable full text search, go to the FTS tab of the AR System Administration: Server Information form. For more information, see Enabling and disabling full text search .

Related topics

Resetting a person's password or login ID
Adding people records from a template

Was this page helpful? Yes No Submitting... Thank you

Comments