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Back to User Management Main Page

Excerpt
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Find out how to create a new Learn to work with Users

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Table of Contents

Table of Contents
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Navigating to Users

Info

FINANCE FOUNDATION > USER MANAGEMENT > MANAGE USERS

Using Users

Use Users  to create or modify existing users, which are used to access Users are required in CRM.COM to login the System either through the UI or the WEB API. 

  • Navigate to
Users  and
  • Users and explore existing
records name
  • Name or
number
  • Number) of the
record
  • entry of your interest to enter the
 Data
  •  Data Entry
page and have a better look of the available information
  • page and see more detail. 
  • Use
the 
  • the Actions Menu
 to
  • to create
a new (NEW) User 
  • a NEW User, modify (EDIT) 
or delete (DELETE) an existing User .  Use the BACK link to go back to the summary
  • or DELETE an existing one. 
  • Use BACK to return to the Summary page and CANCEL to
cancel
  • revert any unwanted changes made to
the Users
  • the Users. 
  • Click on ACTIONS to
change the password, the state and settings of the user
Check out the attributes table below for a thorough explanation of the information kept for Users . Check validations&restrictions table to find out validations and restrictions applicable when working with Users

Manage Users Image Removed

  • discover other possibilities available for Users.
  • Click on the Audit Log button to view a log of changes performed on the displayed User.

 

Check the Validations & Restrictions Table for a list of available Actions when working with Users including each Action's related restrictions, validations, additional information and a description of its System process. View the Attributes Table below for a comprehensive description of the Users fields.

MANAGE USER Image Added

 

Anchor
validations
validations

Users  Validations

Validations & Restrictions

Save
  • Developers are users which can access the development tools which are embedded in CRM.COM, and are available in all summary pages, data entry pages, analytics and dashboard. Developers are treated as normal users when it comes to Network Management and Security Management restrictions. A developer can only be set by users which are already super users.
  • CTI Enabled: Defines whether the user can access the embedded CTI tools though the Communication Centre screen. Since this setting is accessed only through the User Settings section, it can also be edited only by super users.
    • Phone extension: Defines the extension number of the phone device which is installed on the user's PC via which the user accesses CRM.COM. Since this setting is accessed only through the User Settings section, it can also be edited only by super users
    • ActionRestrictionsValidationsAdditional InformationSystem Processing
    Create
    •  Mandatory Mandatory Configuration Entities must be configured before you start using Users

     

     

    • A new user will be created
    • A contact information will be created with the information provided in the users page.

     

    		 Edit
    • Related Contact cannot be replaced Not applicable
    • A new User will be created.
    • A Contact Information will be created with the information provided in the User's page.
    Edit
    • Not applicable
    • All mandatory fields must be provided.
    • Password change
      • If the password change is executed by a simple user, (i.e. via the User Information panekPanel) then the old previous password will be required as well.
      • If the password change is executed by a super user Super User (via : the Manage Users data entry Data Entry page) then the old previous password is not required.
    • Editable Fields
      • All of the user User fields can be updated after being added.
      • The following fields can only be updated by dedicated actions:
        • Password
        • State
        • Super User
        • Developer
    		 
    •  Not applicable
    Delete
    • Users cannot be deleted if there are any Assignable Entities records in open state assigned on them.
    		   
    •  entries in an 'Open Life Cycle State' assigned to them
    • Not applicable
    • Not applicable
    • Not applicable
    Change User Password
    • If you are a simple user and you would like to change your own password then you will be required to enter the old password as well.
    • If you are an administratorSimple Users changing their own password are required to provide the previous password.
    • Users, with access to the Manage Users screen you  Data Entry page, are allowed to change the password of any user User without defining the existing password.
    		 AVAILABLE FROM
    • Status
      colourGreen
      titleAvailable from CRM.COM
    R9
    • R10.0.0
     
    • You also have the option to change your password from the login screen.
    • If the user you would like to update is mapped to an LDAP user then the password update will be done in Active Directory account and not to the user's CRM.COM account. 
      The reason is that if the user is mapped to an LDAP user then every time they login the system will authenticate the user based on the LDAP credentials. 
     
    • - Passwords can never be re-used
    • Notapplicable
    • Not applicable
    Change User State
    •  Not Applicableapplicable
    • Not Applicable applicable 
    		 
    • Not applicable
     
    • Not applicable
    Change User Settings
    •  While While both User Settings fields (Super User and Developer) are available when creating or updating a user User they cannot be selected manually set, unless they have been defined on a User the Template which has been selected to create the userUser.


    • Not Applicable 
     Super Users are authorized to access all areas and features of the software. Network Management  and Security Management restrictions are not applicable on super users. A super user can only be set by users which are already super users.
    In addition detailed error messages are available to Super users, while the rest of the users, will not have a full view of the error. 
    Status
    colourRed
    titleAvailable from CRM.COM R9
     

     

    AnchorattributesattributesUsers  Attributes

    Fields followed by an * means that they are mandatory

    The username of the user. This is the username that is

    Name

    Description

    Main Information
    Username*
    • applicable 
    • Both fields, Super User and Developer, are available when creating or updating a User but are Read-only.
      They must either be automatically set by a Selected Template or by the respective action.
    • Not applicable

    Anchor
    attributes
    attributes
    Attributes

    An * indicates a field is mandatory.

    Demographics Native language -

    Name

    Description

    Main Information

    StateDefines whether a User is  'Active' or 'Inactive'. Active Users can access the System and can be used for assignment in various entities of the software. Inactive users cannot access the System and cannot be used for assignments. 
    Information about Inactive Users which were previously used in the System can be accessed and viewed by Users.
    User Template

    A template that includes User characteristics, and can be used to fill out User attributes. The values can be modified if they differ from those defined on the Template.

    Note

    A User Template in only visible when registering a new User.

    Username*The username of the User used to log into CRM.COM.
    First nameName*

    The first name of the actual person that is represented by the

    user

    User. 

    Note

    Automatically copied to the Contact Information when creating or modifying an existing User.

    Last nameName*

    The last name of the actual person that is represented by the

    user

    User.

    Note

    Automatically copied to the Contact Information when creating or modifying an existing User.

    Email

    The

    business

    personal email address of

    the user

    the User

    Note

    Automatically copied to the Contact Information when creating or modifying an existing User.

    Demographic Information

    The demographic information of the userUser. Demographics include the following:

    • Title
    • Gender
    • Country of Residence
    • Date of Birth (DD,MM,YYYY)
    • Name Day (DD,MM)
    Note

    Automatically copied to the Contact Information when creating or editing an existing User.

    Native Language: 

    Native Language is used to

    set up

    select the language that will be used to translate additional information for each label,

    across CRM.COM software. This additional information is

    displayed when the mouse is placed over a specific label

    . Default native language is applied on all users having the organisation native language as their preferred native language.The supported

    across CRM.COM software. The organisation's Native Language is set as the default.
    The available options include all languages supported by CRM.COM and the Organisation Native Language which is set in General Settings

    (as provided in Platform) and is the default option.
  • Country of residence
    • Date of birth (DD,MM,YYYY)

  • Name Day (DD,MM)
    • System LanguageThe System language is used to set up select the language that will be used to translate all labels, tips, warnings and error messages across the CRM.COM software, including the values of select boxes, radio buttons etc, if those elements are including fixed values (and not configurable values).
    The supported and other elements which consist of fixed (not configurable) values. 
    The available options include all languages supported by CRM.COM (as provided in Platform) and the Organisation System Language which is set in General Settings and is the default option.
    Password *

    The password of the

    user

    User,

    which is used to authenticate the user. On creating or updating a user a password confirmation is required

    used for authentication. A password confirmation is required when creating or updating a User.

    Note

    Passwords must comply with the Password Policy defined in the User Authentication Settings. A tooltip displaying the Password Rules appears next to the Password.

    Password Expiration Date

    Status
    colourGreen
    titleAvailable from CRM.COM R10.0.0

    The (exclusive) date until which the User authentication password is valid

    for a successful user authentication. The password gets expired after this date (exclusive) and the user

    , and after which it expires and the User can no longer login

    ,

    until

    the password

    it is reset.

    Note

    The password's expiration date is set only if a specific validity period is defined in User Authentication Settings Password Policy.

    Preferences

    Preferences *

    		The preferences of the user which include the following:
    Note

    Status
    colourYellow
    titleAvailable from CRM.COM R11.4.0
    The Password Expiration Date is set only as long as the specified User is not included in the Password Policy's Exceptions, i.e. as long as the User is not included in the list of Users whose password never expires.

    Preferences

    Preferences*

    • Home Page Preference: The user can select home page that will be automatically displayed during log in. login or when you click on the Home icon
      The supported options are:
    		Settings*

    The settings of the user which include the following:

    • Security Profile*: A selection of the security profile that should be assigned on the user.
    • Super User: Can access all parts of the software without any restrictions
    • Developer: Can access the embedded development tools
    • CTI Enabled: Defines whether the user can access the embedded CTI tools though the Communication Centre screen. Since this setting is accessed only through
      • ORGANISATION'S DEFAULT PAGE
        • Organisation's Default Page: the page that is set in General
        settings, (as provided in Platform), which
        • Settings which is applicable for all users.
      • ACCESS COMMUNICATION CENTRE
      • MANAGE CONTACT INFORMATION
      • MANAGE ACTIVITIES
      • MANAGE JOBS
      • MANAGE SERVICE REQUESTS
      • MANAGE SUBSCRIPTIONS
      • MANAGE BILLS
      • MANAGE ACCOUNTS RECEIVABLE
      • MANAGE FINANCIAL TRANSACTIONS
      • VIEW DASHBOARDS
    Settings
        • Access Communication Centre
        • Manage Contact Information
        • Manage Activities
        • Manage Jobs
        • Manage Service Requests
        • Manage Subscriptions
        • Manage Bills
        • Manage Accounts Receivable
        • Manage Financial Transactions
        • View Dashboards
        • Status
          colourGreen
          titleAvailable from CRM.COM R10.0.0
          Manage Reward Offers
        • Status
          colourGreen
          titleAvailable from CRM.COM R10.0.0
           Manage Leads
    Settings
    Security Profile*

    A selection of the Security Profile which defines rights and restrictions and determines the actions that a User can perform on various System resources.

    Super User

    Super Users are authorised to access all areas and features of the software, including unrestricted access to Network Management and Security Management. A Super User can only be appointed by another Super User.

    Super Users can also view more detailed error messages than the rest of the Users. 

    Developer

    Users with access to the development tools embedded in CRM.COM, and which are available in all Summary pages, Data Entry pages, Analytics and Dashboards. Developers are granted the same permissions as normal Users as far as Network Management and Security Management restrictions are concerned.  A developer can only be appointed by a Super User. 

    CTI Enabled

    Determines whether a User can access the embedded CTI tools through the Communication Centre screen. As this setting is found under the User Settings section, it can

    also

    only be edited

    only

    by

    super users

    Super Users.

    • Phone extension: Defines  Determines the extension number of the phone device which is installed the phone device installed on the userUser's PC via , through which the user User accesses CRM.COM. Since  As this setting is accessed only through found under the User Settings section, it can also only be edited only by super useSuper Users.
    IP address
    Status
    colourRed
    titleAvailable from CRM.COM R9.0.0
    Domain - StatuscolourRedtitleAvailable from CRM.COM R9.0.0The IP address that the User is allowed to log in from.
    View User Authentication Settings for more information on IP Authorisation Rules.

    Domain

    The domain which is defined on the Templates and used by the Bulk Users Creation when creating Users' email addresses as Username@Domain.UnitsUnits *

    A list of units Units that the user User belongs to. The user User can belong to more than one unitUnit, but at least one unit should exist

    Log InformationLog InformationThe standard Log Information
    Password Change

    Unit should be present.

    Note

    When the User logs into the System the default Unit will be used unless manually changed. Once the User is logged in, the option to SWITCH UNITS is available through the Top Menu.

    Log Information
    Shared NotesNotes for the User. Each time the Notes are amended, the User that made the change and the date they were made on are logged.
    Log DetailsThe standard set of Log Details information available in all entities.

    Anchor
    add_actions
    add_actions
    Additional Actions for Users

    Password Change

    Users can change their password once logged into the System. Simple Users are required to enter their previous password to change their current one.  

    Administrators, with access to the Manage Users screen, are allowed to change the password of any User without defining the User's current password. The password can also be changed from the login screen.

    If the User that should be updated is mapped to an LDAP (Lightweight Directory Access Protocol) User, then the password update will be done in the Active Directory account and not to the user's CRM.COM account.  This is because if the User is mapped to an LDAP User, then the System will authenticate the User whenever they log in, based on the LDAP credentials. 

    Info
    titleUser Login Check for users mapped to LDAP users

    If a User mapped to an LDAP User tries to log into CRM.COM with an expired Active Directory password, they will fail. In this case, the User can change their password through the Login screen. This change will be reflected in their LDAP User account (i.e. the current password is modified, and the password expiration date is updated).

    Password change after Login

    1. Login Log into the systemSystem.
    2. From the Top Menu the Top Menu click on ACCOUNT and then click on the name of your userthe name of the User.
      Image Modified
       
    3. You will be transferred to the Manage User Screens Screens 
    4. From the Actions Menu click on ACTIONS > CHANGE PASSWORD.
      1. Old Password: Provide the Old previous password.
      2. New Password: Provide a new password (following the password rules as shown on in the tooltip) .
        If the user User is mapped to an LDAP user User then the system System will not validate against the CRM.COM password policy but against LDAP.
      3. Confirm Password: Retype the new password for confirmation.
        Image Modified 
    5. Click on SAVE.

    Password Change by Administrators

    1. Navigate to FOUNDATION > USER MANAGEMENT > MANAGE USERSto MANAGE USERS.
    2. Search for the user the User you would like to update Click on the name of the record you would like to accessand click on their username, to go to the Data Entry page.
    3. From the Action Actions Menu click on ACTIONS > CHANGE PASSWORD PASSWORD.
      1. New Password: Provide a new password (following the password rules as shown on the tooltip)
        If the user User is mapped to an LDAP user User then the system System will not validate against the CRM.COM password policy but against LDAP.
      2. Confirm Password: Retype the new password for confirmation.
        Image Modified
    4. Click on SAVE.

    Password Change from Login Screen

    -  StatuscolourRedtitle

    Available from CRM.COM R9.0.0
    1. From the Login screen click on CHANGE PASSWORD.
    2. From the Change Password screen:
      Image Modified
      1. Username: Provide the username of the user you would like User whose password you want to change their password.
      2. Password: Provide the existing their current password.
      3. New Password: Provide the new password.
      4. Confirm Password: Provide the new password again.
    3. Click on SUBMIT.

    Changing User Settings for a

    single user

    Single User

    1. Navigate to FOUNDATION > USER MANAGEMENT > MANAGE USERS.
    2. Search for the User Click on the username of the record you would like to update, whose Settings you want to update and click on their username to go to the Data Entry page.
    3. From the Action Actions Menu click on ACTIONS > CHANGE SETTINGS.
      CHANGE USER SETTINGSImage Removed
    4. Click in the boxes next to each attribute to enable or disable them accordingly.
    5. Click on SAVE.

    Changing User State for a

    single user

    Single User

    1. Navigate to FOUNDATION > USER MANAGEMENT > MANAGE USERS.
    2. Search for the User Click on the username of the record you would like to update whose state you want to update and click on their username, to go to the Data Entry page.
    3. From the Action Actions Menu click on ACTIONS > ACTIVATE/DEACTIVATE.
      User Management - Change User StateImage Removed
    4. Select the state you would like to change your user torequired state for the User, from the drop down.
    5. Click on SAVE.

    Changing User State and User Settings for

    multiple

    Multiple Users

    You have the option to change the settings Settings or the state of multiple users at the same time. To do so the action State of multiple Users simultaneously, using an Action from the Summary page needs to be used.

    1. Navigate to FOUNDATION > USER MANAGEMENT > MANAGE USERS.
    2. Search for the User(s).
    3. Check the boxes on the left of the records that you would like want to update.
    4. From the Action Actions Menu click on ACTIONS > ACTIVATE/DEACTIVATE or > SET AS ACTIVE, SET AS INACTIVE or CHANGE SETTINGS
    5. Select the state you would like to change your user to, from the drop down or State you require for your User from the dropdown, or check the boxes for the settings you would like to enableSettings you want enabled.
    6. Click on SAVE.


    Note

    Visit View Understanding User Management for business examples related to Using Users.

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