Managing People

You can manage all your Users, Analysts, and External Contacts using the Person entity type.

You can manage all your Users, Analysts, and External Contacts using the Person entity type. When adding a Person, you can specify if they are a User, Analyst or External Contact, or a combination of these depending on your business needs.

Managing people includes the following tasks:

• Adding a Person

• Using the Person Details Explorer

• Updating Person Details

• Viewing a Person's Details

• Copying a Person's Details

• Managing Analyst Logins

• Deleting a Person

Analyst Skills and Permissions

To consider:

1. Do you want all analysts to be able to log calls and/or requests or give only certain analysts the ability to receive calls and tasks? Analysts' permissions regarding call management are determined by the settings in their IPK Management Security Roles.

2. Which analysts do you want to be able to change options in the Administration module or add other analysts to the system? To find out more about other settings that can be allowed or restricted, read the section on Security Roles.

3. The skills of your analysts can be linked to both call types and/or CMDB item types. This enables analysts to direct calls to the appropriate person to be solved, based on the issue type or CMDB item type specified in the call.

4. If analysts have specialist skills, do you want to link them to call types or to CMDB item types? This is of particular relevance if you are using the Resource Manager feature.

Skills are assigned to analysts on the Person Details window through the Skills Explorer option.

Adding a Person

Each of your Users, Analysts and External Contacts can have their own Person record in ASM Core, in which they can be designated as a User, Analyst, or External Contact.

1. Select New. Then select Person.

2. The Person Details window appears. (You may need to scroll down to see all of the fields.)

3. Your Person Details window may appear different if it has been modified by your system administrator.

There is no specific order in which you need to complete the fields on the Person Details window. If you are creating a User, try to fill in as much information you think will assist in maintaining the User record and providing information to assist in solving problems, for example, when an outage or a call is raised against a User.

1. At the top of the window, select the type of person you wish to create. You must select at least one type, but you can select more than one if necessary. Fields on the window may become hidden or visible depending on which of these check box options you select.

User	to flag this person as a user of services provided. A User typically has access to Self Service Portal.
Analyst	to flag this person as an Analyst. An Analyst is a member of the organization (for example, support staff working on the Service Desk), who has access to ASM Core.
Template Person	to create a template rather than an actual person record. This saves time if you need to create multiple person records with similar details. You must select the person type as well as this option.
External Contact	to flag this person as an External Contact, someone who is responsible for the work outsourced to an external supplier.

1. Select Account Disabled to prevent the person from logging into ASM Core or Self Service Portal. This is useful if you want to set up the account some time before you want the person to access it, or while the person is on leave. Calls cannot be forwarded to disabled analysts.

2. When you enable a User’s account by deselecting this option, an email is sent to them informing them that the account is now active.

3. The next section is the Personal Details. Expand the section if necessary. Complete the details as follows:

Do not use the characters ‘%’ and ‘_’, as they are used as wildcard characters when searching. If you do use these special characters as part of the User’s record, you may not generate the expected results when performing a Person search.

Title	Type an appropriate title for the new person, such as Mr, Miss, Ms or Mrs. This is not a mandatory field. This is not displayed if you are creating a template.
First name	Type the person’s first name. This is not displayed if you are creating a template.
Surname	Type the person’s surname or family name. This is not displayed if you are creating a template.
Template Name	This is only displayed if you are creating a Template Person. Type the name for the template.
Job Title	Type the person’s job title
Login ID	You cannot type directly into this field. Instead, select the User ID and Password button. In the Login Credentials window, complete the details. Login ID The name that the person will use to log on to ASM Core or the Self Service Portal. This is already completed with the initials, possibly followed by a number if there are several people with the same initials. Change it if you wish, using letters, numbers or a combination. Password Type the password that corresponds to the Login ID. This is not case sensitive. The characters will appear as dots as you type for security reasons. Passwords must be a minimum of six characters in length. Confirm Password Retype the password. Again, the characters will appear as dots. In the Integrated Security section, complete the details as follows: NT Account Name This value is typically populated by configured mappings to Active Directory and eDirectory. NT Domain Name This value is typically populated by configured mappings to Active Directory and eDirectory. FQDN This is the fully qualified domain name and is typically populated by configured mappings to Active Directory and eDirectory. Complete the fields below if the person has access to a second domain and you are using single sign-on Secondary NT Account Name Specify the account name as mapped for AD Secondary NT Domain Name Specify the second domain name Secondary FQDN Specify the second fully qualified domain name Click OK to save the login credentials. A single login is assigned per person. If the person is flagged as both an Analyst and a User, they will use the same login to access ASM Core, the Self Service Portal and the mobile app.
Manager	Type or search for and select the person’s manager. Any person within the CMDB can be specified as a manager. If a record has not been created for the manager, use the New button on the Person Quick Search window or Add New button on the Person Search window to create one. You cannot use Manager as criteria in an IPK Workflow Rule or in searches.
Cost Center	Type or search for and select a Cost Center. You can only link a person to one cost center. This field may be automatically updated if you link an Organization to the person, from the Organization Details or if you later add the person record to a Cost Center's Linked People table.
Upload Image	Select this option to upload an image that will display when the person participates in a Chat. You can remove the image by selecting Clear Image if necessary.
Chat Name	Type the name that will be displayed when the person participates in a Chat. If this is left blank, a combination of the person's first and surname will be used.

1. The next section is the Contact Details. Expand the section if necessary. Complete the details as follows.

Telephone	The person’s telephone number. Include the international code and area code, if available.
Cell	The person’s cellular phone number. Include the international code and area code, if available.
Pager	The person’s pager number. If you are using this number to send text messages, type in the cell phone number.
Email ID	Type the person’s email address. If you leave this field blank or provide an incorrect email address, the person will not receive emails from ASM Core.
Email Format	Using the drop-down list, select either Plain Text or HTML. This selection determines the format in which the person will receive emails that are sent from ASM Core. Because the most popular e-mail programs use HTML, it is the recommended format for Internet mail. PlainText format is one that all e-mail programs understand. This list is only available if Message Format per Analyst/User is selected in the Email Settings window.

1. The next section is the Location Details. Expand the section if necessary. Complete the details as follows.

Organization/External Supplier	This field appears if People Linked to Organizations is selected in the CMDB Settings or the person is an External Contact. Search for and select an organization for the person. If you have identified the person as an External Contact, the organization must be an external supplier.
Location	This may be automatically completed, if Locations Linked to Organizations is selected in the CMDB Settings. If no location has been identified, or you want to choose a different location for the current person, search for and identify a location.
Primary Location	This box indicates whether the location is the primary location for the selected Organization. This box appears if Locations Linked to Organizations is selected in the CMDB Settings.
Default Contact	Select this option to make this person the default contact for the selected Organization. This option appears after you identify the organization.
Address	This may be automatically completed, using the linked Location Details, if these details exist. If no address has been identified, or you want to choose a different one for the current person, type the details.
Time Zone	Use the drop-down list to select a time zone for the person. This will enable the person to view ASM Core times in their local time, rather than the ASM Core server time. All time zones are displayed based on their difference to Greenwich Mean Time (GMT). ASM Core handles daylight saving by referencing values stored at the registry level of the server operating system. You do not have to make any adjustments. For more details on how the time zones are stored, see Storing Time Zone Information.

1. The remaining fields depend on the type of person you are creating. You may need to scroll down to see the remaining fields on the window.

2. If you selected User, add the User details.

Profile	Person profiles are created by the system administrator in the Person Profile window in CMDB administration. To associate a profile with a User, select one from the list.
Service Level	Service Levels are defined by the system administrator in the CMDB Service Levels window, and can be used to choose the service level agreement to apply to the User. Select a Service Level from the drop down list, or accept the system-defined default.
Attributes 1 & 2	Two fields that allow you to add up to 20 characters of additional information about the User. The titles of these fields are configured when your system is set up. For example, one may be the User's private cell phone number if that differs from their linked organization’s number.
Self Service Portal Role	If you are licensed for the Self Service Portal, you can select the Self Service Portal access permissions for the User. The available Self Service Portal Roles are defined within the System Administration module. To enable this list you need to set the person's login credentials.
Default Partition	If Users are partitioned, allocate a partition to the User by selecting one from the list. If you do not select a partition, the partition you are in when you are creating the person is used. Partitioning is enabled in System Administration.
VIP Status	Select the VIP status of the User using the drop-down list. The status appears whenever the User is linked to a call or request, so the Analyst dealing with it is aware of the User’s VIP status. You can also search on calls based on VIP status. User VIP statuses are defined in the User VIP Status window within CMDB Administration.

1. If you selected Analyst, add the Analyst Details. fields can be added to the person details screen through the Designer.

2. Select the options on the Person Details Explorer to add more information about the person. The explorer enables you to perform a wide range of tasks such as linking stakeholders and contracts to a person, or defining an Analyst’s support skills, delegates, and jurisdictions.

3. Select OK to save the Person Details, providing Change Reasons if prompted to do so. Alternatively, select Save New to save the current record and open a new person details record, or Cancel to close the record without saving any changes.

4. If a User registers through Self Service Portal, a Confirm Registration button is added to the Person Details. Review the details and then select Confirm Registration to add the person. Users can register through the portal if Log Call on Registration is selected in Self Service Portal Settings.

Setup Analyst Security Roles

At the bottom of the person window there is a series of tabs that you can use to manage the Analyst’s Security Roles and other access permissions. Select the tab and complete the details as follows.

Security Roles	Security roles determine the areas of the system the Analyst may access. Select the security role from each list appearing in this view, such as General Access, IPK Management, and so on. To view or edit the settings on a selected security role, click Details.
	Caution - Changes you make to a security role here are global and will impact every user who has that security role.
IPK Groups	To link an IPK group to the Analyst, tick the Selected checkbox for each IPK Group to which the Analyst should have access. To set a default IPK Group for the Analyst, select the checkbox in the Default column. Analysts can also be given access to IPK groups through their IPK Security Role. Therefore, they will have access to groups that have been assigned to them through their role as well as groups to which they have been given access through the Person Details.
Workflow Groups	Select the checkbox for each Workflow Group to which the Analyst should have access. To set a default Workflow Group for the Analyst, select the checkbox in the Default column. If the Analyst has approval permissions, you can also set a default approval (AP) group. An Analyst can only have one default AP group. Analysts can also be given access to Workflow groups through their Workflow Management Security Role. Therefore, they will have access to groups that have been assigned to them through their role as well as groups to which they have been given access through the Person Details.
Partitions	Select the checkbox for each partition the Analyst may access. To set a default partition, select the partition and then select the Make Selected Partition Default option. The name of the default partition appears in the Selected Default Partition field. You can only give access to those partitions you can access yourself. You cannot clear the default partition set on an Analyst’s record.
Recipients	This tab enables you to select recipients of emails if calls which are held by or assigned to the Analyst are escalated. Select each of the events in turn, and find the recipients for emails that will be sent when the event is triggered.
Security Profiles	A security profile grants access to secured objects, notes, fields, actions and solutions. For each security profile to which the Analyst needs access, select the checkbox in the corresponding column.

The Person Details Explorer

The Person Details explorer appears on the left-hand side of the Person Details window. It contains options or links to other windows and functionality that relate to the person.