Users

A User is a service desk professional who logs in and uses CSM to manage service desk data (example: A technician, manager, designer, system administrator, etc.). A User is assigned to only one Security Group (so they can access specific functionality and data), can log in using one or more Roles (so they can have a personal viewing environment), and can belong to one or more Teams (so they can share CSM items, such as Dashboards).

Each User has a User Profile that stores the pertinent details and properties for that User, including:

  • Login credentials: Username and password, and authentication method.
  • Culture settings.
  • User information: Name, department, title, manager, contact information, etc.
    Note: The User Information fields are configurable and are stored in the User Info Business Object.
  • Account details: Password resets, reserved licenses, etc.
  • Assigned Security Group.
  • Assigned Teams.

User Profiles are managed (created, viewed, imported, deleted, etc.) as part of Security in CSM Administrator using the User Manager.

Note: A User often functions as both a User and a Customer in CSM. For example, a service desk technician performs User functions but is a Customer of the HR Department. If the User is also a Customer, he must have a User Profile AND a Customer record. A Customer record does NOT store account credentials, so any Customer requiring a Portal login must also have Portal credentials.
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