About HEAT Users
The
Scroll through the list of roles and click on a role to view its assigned users. See About Roles.
| 1. | Click Add user. A blank user form appears. |
| 2. | Enter information into the fields. See Creating an Employee. |
|
A user must be assigned at least one role to access the system. |
| 3. | Click Save to save your changes. The new user is added to the list for the assigned role. |
About Users
HEAT uses two customer types, enabling a flexible user management interface. At this time, these types can not be created, modified, or deleted. These types are defined as:
- Employee: A user that is independent of any specific business object. Its unique field is LoginID. Employees are stored and authenticated by their username and password. Employees can log into the system and can be linked to and from other objects. Employees can be internal or external users, depending on your configuration.
- ExternalContact: A contact that is independent of any specific business object. Its unique field is email address. External contact user passwords are not stored in the database. External contacts cannot log into the system, but can be referenced by other objects. For example, an external contact named "Vendor" who reports an incident can be referenced within the incident object (ie. CreatedBy).
This structure enables more complex security and access control scenarios:
- Self-service access for external users.
- Service Desk Analysts can create an incident or service request on behalf of an external user or entity.
- Greater flexibility to model new types of identities and contacts.
- Separation of identity, contact and organization concepts.
- Visibility and access to business objects in security scopes that encompass hierarchical and horizontal relationships between entities linked to the service delivery.
Before Adding Users
This section describes how to manually add employees (user accounts) to your system. This information is stored as part of the Employee.Profile business object.
| 1. | Add managers to your system: Add all employees that are managers to your system. |
|
|
You must add managers before adding teams so new team records can be saved to the manager employee profiles. |
| 2. | Create teams: Using teams to group your employees facilitates the assignment process for incidents, problems, and changes. Newly created assignments are assigned to a team. Users not part of a team will not appear in the Assignee drop-down lists. |
|
|
You must create teams before adding team members. This allows you to assign users to teams when defining the employee information. |
| 3. | Add team members: Add the remaining users and link them to teams. |