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Navigating to Users

FOUNDATION > USER MANAGEMENT > MANAGE USERS

Using Users

Users are required in CRM.COM to login the System either through the UI or the WEB API. 

  • Navigate to Users and explore existing entries via the Summary page. 
  • Click on the link (Name or Number) of the entry of your interest to enter the Data Entry page and see more detail. 
  • Use the Actions Menu to create a NEW User, modify (EDIT) or DELETE an existing one. 
  • Use BACK to return to the Summary page and CANCEL to revert any unwanted changes made to the Users. 
  • Click on ACTIONS to 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

 

Validations & Restrictions

ActionRestrictionsValidationsAdditional InformationSystem Processing
Create
  •  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, (via the User Information Panel) then the previous password will be required as well.
    • If the password change is executed by a Super User (via the Manage Users Data Entry page) then the previous password is not required.
  • Editable Fields
    • All of the 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 entries in an 'Open Life Cycle State' assigned to them
  • Not applicable
  • Not applicable
  • Not applicable
Change User Password
  • Simple Users changing their own password are required to provide the previous password.
  • Users, with access to the Manage Users Data Entry page, are allowed to change the password of any User without defining the existing password.
  • AVAILABLE FROM CRM.COM R10.0.0 - Passwords can never be re-used
  • Notapplicable
  • Not applicable
Change User State
  •  Not applicable
  • Not applicable 
  • Not applicable
  • Not applicable
Change User Settings
  • While both User Settings fields (Super User and Developer) are available when creating or updating a User they cannot be selected manually unless they have been defined on the Template selected to create the User.


  • Not 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

Attributes

An * indicates a field is mandatory.

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.

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

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

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

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

Last Name*

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

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

Email

The personal email address of the User

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

Demographic Information

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

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

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

Native Language: 

Native Language is used to select the language that will be used to translate additional information for each label, displayed when the mouse is placed over a specific label 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

System LanguageThe System language is used to 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 and other elements which consist of fixed (not configurable) values. 
The available options include all languages supported by CRM.COM and the Organisation System Language which is set in General Settings 
Password *

The password of the User, used for authentication. A password confirmation is required when creating or updating a User.

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

AVAILABLE FROM CRM.COM R10.0.0

The (exclusive) date until which the User authentication password is valid, and after which it expires and the User can no longer login until it is reset.

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

AVAILABLE 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 page that will be automatically displayed during login or when you click on the Home icon
    The supported options are:
      • Organisation's Default Page: the page that is set in General 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
      • AVAILABLE FROM CRM.COM R10.0.0 Manage Reward Offers
      • AVAILABLE 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 only be edited by Super Users.

  • Phone extension: Determines the extension number of the phone device installed on the User's PC, through which the User accesses CRM.COM. As this setting is found under the User Settings section, it can only be edited by Super Users.
IP addressThe 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.
Units
Units *

A list of Units that the User belongs to. The User can belong to more than one Unit, but at least one Unit should be present.

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.

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. 

User 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. Log into the System.
  2. From the Top Menu click on ACCOUNT and then click on the name of the User.

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

Password Change by Administrators

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

Password Change from Login Screen

  1. From the Login screen click on CHANGE PASSWORD.
  2. From the Change Password screen:

    1. Username: Provide the username of the User whose password you want to change.
    2. Password: Provide 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

  1. Navigate to MANAGE USERS.
  2. Search for the User whose Settings you want to update and click on their username to go to the Data Entry page.
  3. From the Actions Menu click on ACTIONS > CHANGE SETTINGS.
  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

  1. Navigate to MANAGE USERS.
  2. Search for the User whose state you want to update and click on their username, to go to the Data Entry page.
  3. From the Actions Menu click on ACTIONS > ACTIVATE/DEACTIVATE.
  4. Select required state for the User, from the drop down.
  5. Click on SAVE.

Changing User State and User Settings for Multiple Users

You have the option to change the Settings or the State of multiple Users simultaneously, using an Action from the Summary page.

  1. Navigate to MANAGE USERS.
  2. Search for the User(s).
  3. Check the boxes on the left of the records that you want to update.
  4. From the Actions Menu click on ACTIONS > SET AS ACTIVE, SET AS INACTIVE or CHANGE SETTINGS
  5. Select the State you require for your User from the dropdown, or check the boxes for the Settings you want enabled.
  6. Click on SAVE.


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

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