Service Agents

Overview

The Service Agents page, accessed via the User Management section of Builder, is where you can add, edit and manage your service agents. Service agents are the people who in your service centres and deliver service to your clients, often using Work Manager to do this.

You can see a list of your existing service agents and information such as their first name, last name, username, email address, supplier company, when they last logged into Work Manager and their Operational and Builder Roles.

You can customise the order in which you want to view your service agents by clicking on each column header.

Additionally, you can choose to only show service agents that belong to a particular supplier company by using the company filter option at the top of the page.

You can also use the search function at the top of the page.

Adding a new service agent

To add a new service agent, go to the ‘Service Agents’ page in Builder’s User Management section and click on the '+' icon at the top of the screen. This will bring up the ‘Add User’ pop-up where you can enter the person's details.

General Settings

In the General tab you can add the following details:

Supplier	The organisation this user works for. You can add a specific company that the service agent works for OR you can select to make them a 'Global Agent' where they aren't linked to a specific company. Service agents linked to a specific company will not be able to be added as a contact to a work item belonging to a different company. 'Global Agents' agents have much more flexibility - they can be linked to any work item, regardless of company, letting them send and receive communications from them, and they can also be added to any team, regardless of the company the team leader is linked to. This is particularly useful when your organisation has different operations set up as separate customers.	Mandatory
Username	User’s username, with which they login to all Enate applications	Mandatory
First Name	User’s first name	Mandatory
Last Name	User’s last name	Mandatory
Email	The user’s work email address	Mandatory
Language	User's preferred language for work Manager. See below for more details.	If a language is not set while creating the User, the system will use the language of the User’s company as its default. The 'Welcome Email' will be sent in the selected language as well. An end-user’s language setting determines which welcome email template to use, and when setting the value for schedule-driven Work Items (which have the name of the schedule as part of the Work Item title and therefore the email subject). If the schedule name has been localised into that language, the system will use the localised term instead.
Time zone	The user’s local Time zone	Mandatory
Calendar	The working calendar for this user
Single Sign-On user	Whether the user can access Enate via single sign-on.	Use only in conjunction with environments which have been set up with Single Sign-on
Send Welcome Email	Whether to send an automated welcome email upon creating the user

Access Settings

Enate allows for a granular level of granting access to people based on their role and business requirements. These settings are defined in the Access tab. Here you have the ability to set the following levels of access:

Attribute	Description	Notes
Builder Role	This determines which Builder role the user has and therefore which Builder features the user will have access to. User roles are configured in the User Roles section of User Management in Builder.	Select either a standard or custom role from the dropdown. Optional. Note: if you want the user to be able to access Builder, you must give them a Builder role.
Operational Role	This determines which Work Manager role the user has and therefore which Work Manager features the user will have access to. User roles are configured in the User Roles section of User Management in Builder.	Mandatory. Select either a standard or custom role from the dropdown. Note: if you want the user to be able to access Builder, you must give them a Builder role.
Allowed Work Types	This determines whether the user can access test work items (via Test Mode) and/or live work items.	Mandatory. Select from: Live Testing Testing and Live
User Groups	This determines the user groups that the user belongs to.	User Groups are used for controlling permissions to access certain types of data, e.g. for certain customers, contracts or services or even for specific Case or Ticket processes . If a user is part of a user group, the user will have permission to access data that has been configured for that User Group. Optional.

Further Details

The details tab lets you add more detailed information for the service agent, including:

Attribute	Description	Notes
Telephone Number	User’s telephone number
Mobile Number	User’s mobile number
Known As	User’s popular or nickname
Date of Birth	User’s date of birth
Employee ID	Uniquely identifying ID for this user.
Total Capacity	The number of working hours (and mins) this user works per day.
Cost Per Hour	The resource cost of this user per hour while they are working	Can be used in costing reporting. Note that this value cannot be negative.
Address	User’s address
Office Location	General field available to denote office location if relevant.

Password

In the Password Tab you must set the service agent's password according to your password policy.

See here for more information about setting your password policy:

pagePassword Policy

Editing a service agent

You can edit the details of an existing user by clicking on the menu link on the right-hand side of the contact. All attributes can be modified with the exception of the company to which they belong.

You can also see what edits have been made to a user account and when, as well as when the user account was created, by clicking on the Show Activity button.

Deleting a service agent

You can delete a Self Service user by clicking on the menu link on the right-hand side of the contact.

Note: deleting a Self Service user is a logical delete only; the user account is effectively retired. The account can be reactivated at any point.

Reactivating a retired service agent

You are able to reactivate or "undelete" retired service agents by activating the system-wide ‘Show deleted items’ button. This will show you your retired users which will be greyed out in your grid. Clicking on the menu option of a retired user will shows you an option that allows you to reactivate that user account and set them as an active user.

Resetting a service agent's password

You can reset a service agent's password by clicking on the menu link on the right-hand side of the contact and selecting 'Change password'. You can then give them a new password according to your password policy.

See here for more information about setting your password policy:

pagePassword Policy

Global Service Agents