Anonymous Login
You can allow any user to access specific records and information without requiring a login ID and password. Such users are called anonymous. For example, you can allow anonymous users to create specific request offerings or access certain knowledge articles when they click a link from an email or web page.
This feature also enables you to open the Self Service portal to the outside world, permitting anyone the ability to create specific service requests.
Setting Up Anonymous Login
Setting Up Knowledge Articles
Knowledge articles are read-only for anonymous users and do not require special set up procedures.
Setting Up Request Offerings
You must set up the request offerings that you want to allow anonymous users to access. You do not need to follow this procedure if you do not intend to make request offerings available to anonymous users.
| 1. | Log into the Service Desk Console as a service owner and open the Request Offering workspace. |
| 2. | Double-click to open the request to make available to anonymous users. |
| 3. | Within the Define Request Offering page, check Anonymous submit. |
| 4. | Within the Publish Action page, check Publish and Subscribe and choose the organizational unit that you want. |
Users see request offerings based on organizational units. For example, if you choose an organizational unit that includes everyone, then anonymous users see all request offerings, although they are only able to submit request offerings checked as Anonymous submit.
If anonymous users attempt to create a request offering to which they do not have access, they will have the option to log in as a registered user and continue with the request.
You can create an organizational unit only for anonymous use and select that unit here. Organizational units are restricted by role.
| 5. | Click Save. |
The request offering is ready for anonymous users.
Creating a Role
You must create an anonymous role, or designate one of your roles (such as Self Service or guests) as an anonymous user.
| 1. | Within the Configuration Console, go to Configure > Users and Permissions > Roles and Permissions.The Roles and Permissions page appears. |
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Administrators can configure other roles (such as service owner) permission to create roles. See Permissions to Grant Roles. |
| 2. | Create a new role (see About Roles). Enter a unique user name (such as anonymous). |
| 3. | Select Top Level Tabs and add the tabs that you want the user to have (such as Request Offering or Knowledge Self Service). |
| 4. | Check your options, then click Add This Tab. |
For the Knowledge tab, ensure that the Search Tags field is set to Knowledge .
The tab appears on the list.
| 5. |
Click Save  from the toolbar.
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Creating a User
You must create an anonymous user.
| 1. | Within the Service Desk Console, open the Employee workspace. |
| 2. | Click New Employee. See Using Employees |
| 3. | Enter information into the required fields. |
--fields--
| Field | Description |
|---|---|
| First Name | The first name. Enter 'Anonymous' or other generic first name. |
| Last Name | The last name. Enter 'User' or other generic last name. |
| Primary Email | The email address defined for anonymous users. Enter a valid email address. See Creating an Inbox. |
| Team | The team. Select from the drop-down list (such as Service Desk). This field is not important for this function. |
| Login ID | The login ID name. Enter 'Anonymous'. Use this ID to configure the login link. |
| 4. |
Click Save from the toolbar.
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Assigning the User to the Role
You must assign your anonymous user to the role you created above.
| 1. | Within the Configuration Console, go to Configure > Users and Permissions > Roles and Permissions. Click Find Users next to the anonymous role that you created (see Creating a Role). Anonymous users are allowed only one role. |
| 2. | Link the anonymous user to the role. See Linking Roles to an Employee. The anonymous user appears on the role list. |
| 3. |
Click Save from the toolbar.
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Accessing HEAT using Anonymous Login
Users can access HEAT from a link that you provide to them, such as in an email or on a web page.
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Contact FrontRange support to enable anonymous log in for your tenant. Provide the user ID to use for anonymous logins. FrontRange support will configure your tenant to allow anonymous logins. |
Give the URL to users to access the data. The URL is your tenant URL plus alp.aspx. For example, http://organization.saasit.com/alp.aspx. This link can be to the Request Offerings workspace or to a specific knowledge article.
When a user accesses the URL, the system takes them immediately to the record and they do not see the login page.