Using Employees
The Employee Workspace
User accounts include general information (login and role information) and extended information (personal information).
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A user named InternalServices is provided by default to support the workflow and escalation engines. This user is configured to have only the admin role. Do not delete this user, enable it with other roles, or delete it from the admin role. Doing so will disable the workflow and escalation features. |
An employee is an internal customer who uses the HEAT service. Employees are provided with an account defining login access and available roles. In addition, employees must be assigned at least one role in order to log into the system.
Employee accounts include general information (login and role information) and extended information (personal information).
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To add a large number of users within the active directory, use the LDAP Active Directory Import tool. See LDAP Settings. |
Accessing the Employee List
| 1. | Within the Configuration Console, open the Users workspace. The Employee page appears. |
--or--
Log into the Service Desk Console as an administrator and open the Employee workspace.
| 2. | Double-click an employee name to view their properties. |
Creating an Employee
Employee information is stored in the StandardEmployee business object. Edit this object to track information to capture about each employee in your system.
| 1. | Within the Employee workspace, click New Employee from the toolbar. An empty employee form appears. The following default tabs appear (results may vary depending on your system setup): |
- Details: Continue to the next step.
- Roles: The roles to which the employee belongs. See About Roles.
- Incident: Incidents in which the employee is the customer. See Creating an Incident for an Employee.
- Change: Changes in which the employee is the requestor. See Creating a Change Request.
- Contact Group: See Adding an Employee to a Contact Group.
- CI: Configuration items in which the employee is the owner. See Working with CIs.
- Activity History: See Activity History
- Attachment: See Attachments and URLs.
- Team: The teams to which the employee belongs. See Using Teams.
- Recurring Service Subscription:
- Client:
- Slave Tenants: See Slave Tenants.
- Audit History: See Accessing the Audit History.
| 2. | Enter information into the fields. |
--fields--
Contact Information
| Field | Description |
|---|---|
| Prefix | The prefix of the user. Choose from the drop-down list. |
| First Name | The first name of the user. |
| Middle | The middle name or initial of the user. |
| Last Name | The last name of the user. |
| Suffix | The suffix of the user. Choose from the drop-down list. |
| Primary Email |
The email address of the user. This field is used in part to verify the user on log in. If Open ID is set up for the user, enter the email address of the user from the provider in the Primary Email field. |
| Primary Phone | The primary phone number of the user. |
| Primary Address | The primary street address of the user. |
| City | The primary mailing city of the user. |
| State | The mailing state of the user. |
| Zip | The mailing zip code of the user. |
| Country | The primary mailing country of the user. |
| Photo | A photo of the user. Click Upload to attach a photo to this record. The photo appears in messages in the Social Board. |
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EmployeePhotoRevision (a new saving rule in the Employee business object) increments the value by 1 each time that the record is saved. This might cause earlier versions of HEAT to not update the employee photo correctly. |
Organizational Information
| Field | Description |
|---|---|
| Organizational Unit | The organization unit associated with the user. Enter Default if this employee is not assigned to any business units. |
| Department | The work department of the user. Select from the drop-down list. See Using Departments. |
| Cost Center | A cost center. Select None if this employee is not assigned to any business units. |
| Default Charging Account | The default charging account. Choose from the drop-down list. |
| Title | The job title of the user. Select from the drop-down list. |
| Manager | The reporting manager of the user. |
| Location | The work location of the user. Select from the drop-down list. Defined in the Location workspace. |
| Floor | The work floor number for the user. |
| Room | The work room number for the user. |
| Status |
Status of the user. Choose from the drop-down list. The default statuses are:
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| Team | Team associated with the user. Choose from the drop-down list. |
Authentication Information
| Field | Description |
|---|---|
| Disabled | Disables the ability to log in. Their information still appears in the user list. |
| Login ID |
The login ID name of the user. This field is used in part to verify the user on log in. If you use internal authentication to log employees in, this identification is also used as the official login ID. If you use internal authentication, the login ID is limited to 30 characters. If the employee is using NT authentication, the limit does not apply. A login ID should be meaningful, such as a role in the system (Admin) or a first initial/last name (CTracker). |
| Enable Internal Auth |
Performs login authentication for this employee. If selected, internal authentication is available for the employee. Otherwise, it is disabled. Local authentication requires employees to enter an application-specific login ID and password when accessing the application. Enter a password for the login, then reenter the password to confirm; the ID automatically fills from the login ID defined previously. LDAP authentication verifies employee login information for employees imported using the LDAP Active DirectoryMicrosoft's Active Directory is a service that stores and manages network-based entities such as applications, files, printers, and people. integration. Employees enter their active directory employee name ([domain name]/[employee ID]) and password to log in. To use LDAP authentication, you must specify the LDAP server path to authenticate against as well as the employee name and password required to access that server (if applicable); specify this information in the LDAPInfo.xml configuration file located in the messaging folder of your application installation directory. |
| Internal Auth PWD | The password the user uses to access the application using the Internal login ID. |
| Enable External Auth |
Select this option to enable the user to access the application using OS Authentication. Authentication is supported via Open ID, SAML/ADFS, and LDAP, which allows users to access the application from another website. |
| Login for External Auth |
The external login ID. Used if the user is authorized to login from outside the organization. You can employ multiple external authentication providers. Click Add New, then provide the user's Login and select to select a new authentication provider. In some cases (for example, Google), this may be a profile URL. This field is populated the first time the user logs in using the external authentication. Users cannot use the same external account for authorization purposes. |
| Disable PWD Expiration | Select to override the password expiration setting specified by the administrator. |
| Enable Voice | Select this option to use IPCM and enable the IPCM toolbar. Voice-Agent Properties and Voice - Agent Skills tabs are added to the Employee record. See Voice. |
| Is Named User |
Select this option to designate the user as a Named User. Tracks named user licenses. Once a user is designated as a Named User, a named user license is consumed, whether the user is logged in or not. |
| Is Auto Provisioned |
Select this option to designate the user as Auto Provisioned. When an employee first logs into the application using an authentication provider URL, then a new employee record is created and this option shows selected. To add new users via authentication, you must select the Auto provisioning option in the Authentication Provider record. this checkbox, you also have the options to auto provision the new user's role, status, and team. |
| Creation Method |
Choose from the drop-down list:
The first two methods of creation are populated automatically if the user is created via auto provisioning. The authentication method depends on the identity provider protocol. For the created by Email Listener method, the Employee record is created when the user sends an incoming email to , then the record is created. The option to create or link to an Employee must be selected for the business object, referenced in the incoming email, in the Inbox settings of the tenant email configuration record. If the Employee record is created when the user is imported via LDAP, then the record is created via LDAP import. |
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IVR PIN Code |
PIN code assigned to employees of certain IPCM applications. This code is frequently the last four digits of an employee Social Security number. |
Miscellaneous
| Field | Description |
|---|---|
| Network Username | The name that appears on the network. |
| Hired Date |
The hiring date of the employee. |
| Terminated Date |
The termination date of the employee. |
| 3. |
Click Save  from the toolbar.
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Modifying Employees
| 1. | Within the employee record, edit the employee fields and tabs as described in Creating an Employee. |
| 2. |
Click Save from the toolbar.
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Deleting Employees
Employees can not be deleted from the system. To remove an employee from the active list, set their status to terminated.
| 1. | Within an employee record, select the Details tab. |
| 2. | From the Status field, choose Terminated from the drop-down list. |
| 3. |
Click Save from the toolbar.
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Linking Roles to an Employee
An employee must be linked to a role before they can access HEAT. You can link multiple roles to an employee record. Upon logging in, the employee can select a role from the list defined on this page.
| 1. | Within an employee record, select the Roles tab. |
| 2. | From the toolbar, click Link  . The Link Roles window appears. |
| 3. | Choose a role from the list, then click Select. The role appears on the list. |
| 4. |
Click Save from the toolbar.
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The role is added to the user's list. Repeat to assign additional roles.
Creating an Incident for an Employee
You can immediately create an incident on behalf of an employee when creating the employee record. For existing employee records, you can view the list of incidents for that employee. See Working with Incidents.
Adding an Employee to a Contact Group
For information about contact groups, see Using Contact Groups.
| 1. | Within an employee record, select the Contact Group tab. The group list appears. |
| 2. | From the toolbar, click Link. A list of contact groups appears. |
| 3. | Choose a group name from the list, then click Select. The contact group appears on the employee's list. |
| 4. |
Click Save from the toolbar.
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Adding Employees Through Incoming Messages
You can set your email listener parameters to add employee accounts when an incoming email message is received from a trusted domain. For more information, see Email Servers.
Adding an Employee to a Team
For information about teams, see Using Teams.
| 1. | Within an employee record, select the Team tab. The team list appears. |
| 2. | From the toolbar, click Link. A list of teams appears. |
| 3. | Choose a team name from the list, then click Select. The team appears on the employee's team list. |
| 4. |
Click Save from the toolbar.
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Inserting Non-LDAP Authentication Providers to Employee Profiles
To provide non-LDAP authentication providers to employee profiles, you can configure a workflow triggered by employee record creation or modification. This workflow simply executes a quick action.
The quick action adds a child record for FRS_ExternalLoginAssocProfileEmployee with fields AuthProvider and Login. Get the RecID from the authentication provider table to add this child record to the employee object.
Creating a Call-Back Method
Administrators can create a field in which users can select their preferred method of call-back contact.
| 1. | Create a validation object containing the values from which the customer can choose. See Using Validation Business Objects for a description on how to do this. |
| 2. | Within the employee business object, create a new rext field called CallbackMethod. Check Validated under Pick List and select the validation object you created above. See Using Fields for a description on how to do this. |
| 3. | Add this field to the Profile.Employee form. See Using Forms for a description on how to do this. |
| 4. |
Click Save from the toolbar.
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When the customer refreshes their screen, the new field appears in their employee record. They can then choose their preferred call-back method from the drop-down list.