Getting Started – Logins

Upon configuration of the software, your organisation will need to make decisions about the different logins required (Settings > Logins).

Different types of login command varying privilege levels, so it is worth briefly considering the default settings:

Supervisor For system administrator(s): key privileges include the ability to delete records, create logins, and access the setup menu
Support Ideal for senior members of the support team: hold most privileges bar administrative; can create Customers & Products, and create and update tickets
Analyst Similar to support users but without the ability to alter non-call records such as Customers
Engineer No login privileges, just a name that receives email and job sheets
WebGuest If loading from LDAP Integrator, WebGuests are default end-users; therefore their logins are heavily restricted while still retaining the ability to create calls and view own calls only.

login summary page

There is also the functionality to create Group logins using Resource Allocations which can be used to assign calls to a team of one or more persons, e.g. Service Desk Team.

resource allocation summary page

User privilege levels can be edited using the configuration options in the Login details. There is also an ability to restrict a user’s privilege level by folder or system area or to lock them in to their own calls only.

Helpdesk logins are configured as per your business’s requirements within Settings > Logins while WebGuest logins can be created directly from Active Directory.

Learn more about this topic by visiting the Logins page.