Engineers

Introduction to Engineer Administration

An engineer account is the basic access object which allows an engineer or administrator to access the Web Client, Admin Tool, or Process Designer. During system set-up an administrator account for the first access to the Admin Tool is created. Using this account, you can set up further accounts.

Newly created engineer accounts do not have any permissions. These permissions have to be assigned through one or more roles displayed in the Roles tab. If you have not created any roles yet, you only see the administrator role (see Tab Roles - Assign Roles to an Engineer Account).

Views define which tickets engineers will see in the ticket list (to-do list) of the Web Client. They are created in the Views and assigned via roles. On the engineer administration page you can preset dynamic view criteria for specific engineers (see Tab View Criteria - Define Engineer-Specific View Criteria).

We would recommend that you create at least one role and one view first before you create any engineer accounts.

Engineer Administration Using the Admin Tool

To open the Engineer Administration, open the navigation group Access and Roles in the Admin Tool and click the navigation item Engineers.

List of All Engineers

When you have opened the Engineer Administration, a list of all engineers is displayed. Engineer accounts which are currently deactivated are displayed in gray. You can easily narrow down the list of engineers to engineers of only one role (for details, please refer to section Roles) by using the drop-down menu (filter) for roles.

Create or Edit an Engineer Account

You can create a new engineer account or edit the settings of an existing account. Both actions are performed in the same pop-up window. To create a new engineer account, click the Add icon below the list of engineers. You can open the window to edit an existing engineer account by either double-clicking the respective entry in the list of engineers or by clicking the Edit icon.

The window shows the parameters describing an engineer account:

• Login:
  Mandatory. This field contains the account name which has to be entered on the login page of the Web Client. Please use only international alphabetic and numeric characters, no blanks, punctuation marks, or special characters such as umlauts, hyphens, or the like.
• First name:
  Optional. The engineer's first name. This field is optional but will be displayed in the Web Client for the engineer. The entry may contain alphabetic characters, blanks, comma, periods, and hyphens. Please do not use other characters.
• Last name:
  Optional. The engineer's last name. This field is optional but will be displayed in the Web Client for the engineer. The entry may contain alphabetic characters, blanks, comma, periods, and hyphens. Please do not use other characters.
• Email:
  Mandatory. The engineer's email address. Please use only international alphabetic and numeric characters, hyphens, underscores, periods, and the @ sign. The entry of multiple email addresses in one line is not allowed.
• Position:
  Optional. The engineer's position or function in the company. This field is optional and has a descriptive function only. The entry may contain alphabetic characters, blanks, comma, periods, and hyphens. Please do not use other characters.
• Company:
  Optional. The engineer's company. This field is optional and has a descriptive function at the moment. The entry may contain alphabetic characters, blanks, comma, periods, and hyphens. Please do not use other characters.
• Division:
  Optional. The division in which the engineer works. This field is optional and has a descriptive function. The entry may contain alphabetic characters, blanks, comma, periods, and hyphens. Please do not use other characters.
• Description:
  Optional. An additional description for the engineer account. This field is optional and will not be displayed in the Web Client. The entry may contain alphabetic characters, blanks, comma, periods, and hyphens. Please do not use other characters.
• Phone:
  Optional. The engineer's phone number. This field is optional and has a descriptive function at the moment.
• Mobile:
  Optional. The engineer's mobile phone number. This field is optional and has a descriptive function at the moment.
• Fax:
  Optional. The engineer's fax number. This field is optional and has a descriptive function at the moment.

  Several fields which contain engineer data (like Company, Division, or Phone) are optional fields. However, if you work with text templates which contain engineer data fields (see section Text Templates) the emails or comments will not be formed correctly if the data is missing. For example, the field ticket-engineer, phone cannot be filled-in in the template if it has not been set for the engineer in Engineer Administration! So please make sure all data which will be required later on is filled-in correctly in the first place!

• LDAP ID
  The LDAP user ID if LDAP is used for authentication. No password has to be set here.

  If you do not enter an LDAP ID here, the login will be used as authentication login parameter for the LDAP server (if LDAP authentication is activated)!
  

  For detailed information about the LDAP authentication, please see section LDAP Authentication for Engineers in the Web Client.

• Kerberos Principal Name
  The Kerberos principal name if Kerberos V5 protocol is used for authentication. Engineers can log in to the Web Client by using their Windows credentials. For detailed information about Single Sign-On with Kerberos, please see section Single Sign-On in a Windows Domain Using Kerberos .
• Password:
  Mandatory. The engineer's password is mandatory. Please use only international alphabetic and numeric characters, and punctuation marks, do not use any special characters such as, e.g., umlauts. The password entered will be shown as a string of asterisks. Please see section Configuring the Password Policy for information about the optional password policy.
• Password (again):
  Mandatory. Please repeat the password here. This security query helps to avoid erroneous entries which would not be noticed otherwise because the password is shown as a string of asterisks. Please see section Configuring the Password Policy for information about the optional password policy.

  This field will only appear if the engineer authenticates against the Web Client via the CM database, i.e., if LDAP or Kerberos authentication is used, the field is not visible.

• Track user
  This checkbox has to be ticked if you want to create a technical engineer (or CM/Track user profile) used to define access permissions for CM/Track users. The available CM/Track users (user profiles) are shown in the Web Client when creating or modifying a customer. So, by ticking this checkbox, you do not define a real engineer (a person) with access permissions to the system but rather a user profile for CM/Track which is then assigned to one or more customers who should access the portal CM/Track using those access permissions. For a detailed description of the CM/Track access definition see also section CM/Track: System Access for CM/Track Users (Customers).

Click Save afterwards to store your entries and to close the window.

Delete an Engineer Account

To delete an engineer account, select the account in the list and click the Delete button. Since an engineer account can only be deleted if there are no tickets (open or closed) for it anymore, you have to assign its tickets to another engineer. The name of the deleted engineer is still displayed in all history entries in tickets and customer pages which were performed by this engineer.

In case you do not want to transfer any tickets to another engineer, you can deactivate the engineer account. See next section.

Disable or Enable an Engineer Account

If engineers should not have access to the system for a certain period of time (e.g., because they have taken a sabbatical), an account can be disabled. There will be no change regarding the tickets of these engineers, but they cannot log in anymore and other engineers cannot assign any tickets to their accounts.

To disable an engineer account, select the account and click the Deactivate button. The entry in the list is shown in gray italics afterwards. It is not possible to create new tickets or to edit existing tickets for this account. To re-enable the account, just click the Activate button at the bottom of the page.

If you try to disable an engineer who is assigned as a main engineer to open or closed tickets, or who is currently representing another engineer, a warning message is displayed. Any representations are deleted upon confirming the warning message.

Tab Roles - Assign Roles to an Engineer Account

On this tab you can assign roles to an engineer account. Select the account on the left and then the desired role(s) in the list of available roles on the right. Click the Assign button to move the selected roles into the list of assigned roles. Now an engineer with this account can act in the system according to the permissions set in the role(s) (see also Roles).

Set Roles as Main Roles

From the list of assigned roles you can choose one role as the main role for each engineer account. Select the desired role in the list and click the Activate button below the list. Afterwards the main role is marked with a red dot. Now the views of the main role always appear at the top of the view list in the Web Client for this engineer account.

Edit One of the Roles of an Engineer

Each role in the list of roles of an engineer offers a context menu with two items:

• (Un-)Assign role
  You can use this menu item to (un-)assign a role to/from an engineer. It has exactly the same effect as using the arrow buttons below the list.
• Jump to role
  You can use this menu item as a shortcut to quickly open the navigation element Roles of this role (see Roles).

Tab View Criteria - Define Engineer-Specific View Criteria

Here you can change the dynamic view criteria for an engineer. Dynamic criteria are used to give the engineer the possibility to adjust a view interactively in the Web Client (see also Views).

This tab only shows view criteria if you have created a view with dynamic criteria and assigned it to the engineer's role.

Select the engineer account on the left and then the desired criterion in the list of available view criteria on the right. Click the Assign button to move it to the list of assigned view criteria. You will see the possible values below the criterion in the list. Tick the checkboxes of the values you want to change or preset. The engineer can change these settings in the Web Client (profile page) and changes you have made in the Admin Tool are immediately visible in the engineer's profile page.

Example

You have assigned the dynamic criterion priority. The list shows the values Not set, low, normal, and high. If you tick the values normal and high the engineer will only see tickets with normal and high priority after logging in to the Web Client. If you do not tick any values the engineer will see no tickets for this view. See section Views for details.

Please note that in a view with a dynamic criterion, only the tickets are displayed which match this criterion. So if engineers have not selected any criteria in their engineer profiles or if the administrator has removed all selections using the Admin Tool, the engineer's view will be empty! Make sure your users know about this fact and make sure you as an administrator are always aware of that fact.