User Management

Overview

The User Management section is where you can:

• View lists of Service Agents, Robots and Self Service Users

• Create, edit and delete Service Agents, Self Service Users and Robots.

• Create, edit and delete User Groups to control permissions

• Create and maintain User Roles

• Reset user passwords and remove users and Robots.

You can access User Management from the toolbar link:

User Management is made up of the following sections:

• Service Agents - this section is where you can create and manage the service agents in your system. Service agents are the people who in your service centres and deliver service to your clients, often using Work Manager to do this. Note that the Service Agents page will only appear if you have been given permission to access and edit users.

• Robots - this section is where you can create and manage the robots in your system. Note that the Robots page will only appear if you have been given permission to access and edit users.

• Self Service Users - this section is where you can create and manage the self service users in your system. Self Service users are the people who you are delivering service to and who are using Enate Self Service. Note that the Self Service Users page will only appear if you have been given permission to access and edit users and if a Self Service instance has been configured.

• User Groups - this section is where you can create and manage the user groups in your system. this is a way of grouping together a number of service agents which, when used alongside the permissions feature, can be used to control access to parts of your business operations i.e. you can allow certain user groups to only work on items for a specific customer or contract or service, or even just to work on specific Case & Ticket processes.

• User Roles - this section is where you can create and manage the user roles in your system. User roles determine which features service agents can access in Enate.

• Application Credentials - this section is where you can create and manage the application credentials in your system. Application credentials allow smoother interaction with third-party systems by effectively granting the logged-in user's account's access levels to the Application Credential record to allow third-party systems using that record to act on this user's behalf.