Users

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Users

The below given User related settings can be configured here.
Roles
Roles help you to configure permissions to the Support rep/contacts to access the Requests, Solutions and Accounts. To create a new role click on Add New Role. You can also edit or delete roles by clicking on edit icon or delete icon respectively.

Add New Role/Edit Role
  1. Edit the Role Name.
  2. Configure the Access permissions.
  3. Enter the Description about the role.
  4. Click on Save to save the role or click on Save and add new to save the role and to add a new a role.
Contact - Additional Fields
You can define your own organization specific fields that need to appear in the new contact form apart from the pre-set fields that have been provided by default. You can add Text fields, Numeric fields, and Date/Time fields in the form. Select each of the tabs and add the Label name and Description for each of the fields that you wish to add in the new contact form. Finally click on Save.

While adding text fields, you have an option to choose the type of text field you want. Select the radio buttons Single Line, Multi-line or Pick List. Single Line allows you to enter texts of a single line, Multi-line allows you to enter texts of multiple lines and a Pick List allows you to create, add items to a list and choose from the list. If you wish to add any default values for these fields, you can enter the same in the Default Value box.

Support Rep - Additional Fields
You can define your own organization specific fields that need to appear in the new support rep form apart from the pre-set fields that have been provided by default. You can add Text fields, Numeric fields, and Date/Time fields in the form. Select each of the tabs and add the Label name and Description for each of the fields that you wish to add in the new support rep form. Finally click on Save.

While adding text fields, you have an option to choose the type of text field you want. Select the radio buttons Single Line, Multi-line or Pick List. Single Line allows you to enter texts of a single line, Multi-line allows you to enter texts of multiple lines and a Pick List allows you to create, add items to a list and choose from the list. If you wish to add any default values for these fields, you can enter the same in the Default Value box.

Support Reps
Here can you can add new support reps, enable login and assign role to them. To add new support rep click on Add New Support Rep. You can also edit or delete support rep by clicking on edit icon or delete icon respectively.

Add New Support Rep/Edit Support Rep (Assign Roles to Technician)
  1. Enter the Personal Details.
    1. Enter the Name and Employee ID.
  2. Enter the Contact Information.
    1. Enter the E-mail, Phone, Mobile and SMS Mail ID.
    2. Enter the Job title.
    3. Enter the Cost per hour in $ that is paid for this support rep.
  3. Enter the Login Details.
    1. If you want to create login for this support rep, then select Enable Login for this Support Rep option.
      1. Enter the Login Name and Password details.
      2. If you want you can assign administrative privileges to this support rep by selecting Enable Administrator Privileges for this Support Rep option. If not you can assign roles by selecting the desired role(s) from the Available roles box and moving to Assigned roles box.
  4. Click on Save to save the support rep or click on Save and add new to save the support rep and to add a new a support rep.
Account - Additional Field
You can define your own organization specific fields that need to appear in the new account form apart from the pre-set fields that have been provided by default. You can add Text fields, Numeric fields, and Date/Time fields in the form. Select each of the tabs and add the Label name and Description for each of the fields that you wish to add in the new account form. Finally click on Save.

While adding text fields, you have an option to choose the type of text field you want. Select the radio buttons Single Line, Multi-line or Pick List. Single Line allows you to enter texts of a single line, Multi-line allows you to enter texts of multiple lines and a Pick List allows you to create, add items to a list and choose from the list. If you wish to add any default values for these fields, you can enter the same in the Default Value box.



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