Service Agents
Last updated
Last updated
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 centers 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 customize 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.
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.
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 |
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 |
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:
|
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. |
The details tab lets you add more detailed information for the service agent, including:
Attribute | Description | Notes |
Know As | What name is the user know by | |
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. |
Service Line | What service line does the user work | |
Location | User's work location | |
Cost Centre | User's cost centre | |
Department | User's department | |
Employment Type | User's employment status | |
Start Date | User's employment start date |
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:
Password PolicyIf you need to collect further information on a service agent beyond the default data fields, you can create and add in as many data fields as you need via extension properties.
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.
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.
If you need to reactivate a service agent you can do this via the 'Service Agents' screen in User Management section of Builder. Once you are on the ' Service Agents' screen go to your settings in the top right and enable 'Show deleted objects'. Once this has been enabled all service agents who have been deactivated will appear in the grid grayed out. Go to the ellipses menu at the end of the row of the service agent you wish to reactivate and select the 'Re-activate' option. This will reactivate that service agent account and set them as an active service agent.
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:
Password Policy
