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Creating and managing requestors

In Track-It! requestors are the Self Service end users and can perform the following tasks in Self Service. Requestors can view, create and close tickets, add details and attachments to tickets, and browse solutions and provide feedback. Requestors can also view the active announcements.

You must have system administrator permissions to manage requestors.

This topic contains the following information:

Key considerations

  • You can create or update requestor information from either the Configuration module or the Ticket form.
  • Technicians who are not system administrators, can create or update requestor information from the Ticket form, provided they have the create or update permissions for the Requestor module. For more information on creating or updating requestor from the Ticket form, see Creating and managing tickets.
  • You can assign a default priority, a location, and a department to a requestor.
  • Using Priority hierarchy, you can set an order of precedence for the Category, Requestor, Location, and Department modules. Based on the priority hierarchy that is configured for a group, a record is assigned a priority. For more information, see Defining priority hierarchy.
  • You can configure modules that are available to the requestors in Self Service. For more information, see Configuring Self Service modules.
  • You must assign a unique Requestor ID for each requestor. 
  • You can create Business Rules by defining conditions or actions around requestors.
    For example, you can create a Business Rule that sends an email message to the requestor, when a new ticket is created.
  • By using the custom fields in the Requestor form, you can provide specific information to the technicians about a requestor.
    For example, the ticket history of the requestor or alternate contact information.
  • You can make the form templates available to requestors in Self Service. Requestors can easily create tickets by using the form templates.
    For more information, see Creating and managing form templates.

Creating a requestor

  1. On the header bar, expand the hamburger menu  and select  Configuration .
  2. Click Application  Settings > Requestors.
  3. On the Requestors page, click New.
  4. In the New Requestor dialog box, in the Requestor  Information section, enter details for required fields.

    Field NameDescription
    Last NameEnter the last name of the requestor.
    First NameEnter the first name of the requestor.
    Requestor IDAssign a unique requestor ID. This must be in capital letters.
    PhoneEnter an office phone number. Enter the extension number in the text box next to this field.
    Alternate PhoneEnter another phone number so that the requestor can be contacted when they are not available on office phone number.
    Email AddressEnter the email address of the requestor.
    TitleEnter the requestor's title in their organization.
    DepartmentSelect a department to which the requestor belongs.
    PrioritySelect a default priority for the requestor.
    Mark as InactiveTo prevent a requestor from using the Self Service portal, select the check box. Marking a requestor as inactive blocks their access to the Self Service portal, and that requestor is not available for creating tickets, assignments, or Business Rules.
  5. (Optional) In the Address Information section, select a location for the requestor.
    Based on the location selected, the values of the following fields are populated automatically from the Location form:
    • Address
    • City
    • State
    • Postal Code
    • Country
  6. (Optional) In the Additional Comments field, enter any additional information about the requestor.
  7. To allow this requestor to log in to the Self Service portal, in the Self Service Information section, select the Allow Access to Self Service check box.
    After you enable Self Service for a requester, a license is issued which enables a requestor to access Self Service portal. Selecting this check box also enables the Access Level field.
  8. In Access Level list, select an access level for the requestor.

    Access LevelDescription
    RequestorAllows a requestor to view tickets created only by them. This is the default access level.
    DepartmentAllows a requestor to view tickets created by them, and tickets created by other requestors from their department.
    LocationAllows a requestor to view tickets created by them, and tickets created by other requestors from their location.
    Department and LocationAllows a requestor to view tickets created by them, and tickets created by other requestors from their department and location.
  9. To enable Windows authentication for a requestor, select the Use Windows Authentication check box.

  10. In the Windows User ID field, enter the requestor's Windows account details.
    The accepted format for entering Windows user account is domainName\userName.


    Alternatively, you can import Windows user IDs from the Active Directory. For more information, see Importing users from Active Directory.

  11. (Optional) In the Custom Fields section, customize fields as per your organization's business requirements.
    In this section, four text fields, two date fields, and two numeric fields are provided.
  12. Click Save.

Configuring a requestor password

If a requestor does not use a Windows account for authentication, you can configure a password for logging in to Self Service. After a requestor is created, a system administrator can set or reset the requestor password. If the Windows authentication is disabled, the requestor can change the password from the Self Service portal. You can choose to enforce a strong password policy for requestors. For more information on password policy, see Configuring a user password policy.

Best practice

A requestor can log in to Self Service without a password. However, BMC recommends that you configure a password for requestors.

  1. Navigate to the Requestors page (hamburger menu  > Configuration > Application Settings > Requestors).
  2. On the Requestors page, select a requestor from the table and click Requestor Password  .
  3. In the Password for requestorName dialog box, in the Enter New Password field, enter a new password for the requestor and then confirm it.
    This dialog box also shows information about the password policy applicable to requestors.

Editing or deleting a requestor

  1. Navigate to the Requestors page (from the hamburger menu , select Configuration > Application  Settings > Requestors).
  2. On the Requestors page, perform one of the following actions:

    To edit the requestor

    Perform the following steps:

    1. Select the requestor record that you want to modify and then click Edit .
    2. In the Requestor: requestorName dialog box, edit the required fields.
    3. Click Save.
    To delete a requestor

    Perform the following steps:

    1. Select the requestor record that you want to remove and then click Delete  .
    2. In the Delete Record dialog box, click Yes.
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