Overview

In order to use ProblemTracker, every user must log in as a registered user. ProblemTracker allows you to enter users and distinguish between internal users and external users like customers or partners. The access rights and privilege of each user is determined by the user groups that they are a member of. ProblemTracker performs licensing checks based on the number of users. Once the number of users licenses purchased is reached, the system will inform you of this condition and not allow additional users.

System Defined Users

ProblemTracker has 3 pre-defined users. These users all serve a special purpose and are not counted towards the number of users you have licensed. You cannot remove or modify these users:

• Admin
  The ProblemTracker administrator user. Admin is always a member of the Admin group. The initial Admin password is "Admin". It is recommended that you change this password.
• TBD
  TBD is used to allow users to specify no choice. You cannot log in as TBD.
• Inet
  Inet is the user used by the Internet Bug Reporting page as the ProblemTracker user that is reporting the bug. You cannot log in as Inet.

Adding A User

To add a user, click on the User Administration button in the ProblemTracker Administrator, and then click on the Add User button. A dialog appears that allows you to enter information about the user and add the new user. The fields presented are:

• User ID
  Unique login identifier for the user. May be up to 40 characters.

• Password
  Login password for the user. May be up to 10 characters in length.

• Last Name
  User's last name

• First Name
  User's first name

• License Type
  Can be either static or floating. This field will not be displayed if you only have one type of license. For each static license you have purchased, you may add one user. For each floating license you have purchased, you may add up to 10 users. Please note that even though you can add up to 10 users for each floating license, only one user per floating license can be logged in to ProblemTracker at any given time. See Definition of Users by License Type for further information.

• User Type
  Can be either Internal or Customer.

• Company
  User's company name

• Email
  Email address of the user. Used by ProblemTracker for email notification of events. To send email notifications for this user to more than one person, you can specify an email alias (configured in your mail server, e.g. someAlias@yourCompany.com) that sends to a list of people instead of the mail address of an individual user. Please work with your mail administrator to configure this.

• Phone
  User's phone number

• Fax
  User's fax number

• Address 1
  User's address

• Address 2
  User's address

• City
  User's city

• State
  User's state

• Zip
  User's zip code

• Country
  User's country

• Comments
  Any other information about the user

Editing A User

After adding a user, you can edit any of the values in the user record by locating the desired record in the User Administration page, and then clicking on the Edit button.

Removing A User

You can remove a user by locating the desired record in the User Administration page, and then clicking on the Delete button.

Deleting a user will not affect your existing records. However, before deleting a user we would recommend that you reassign any records currently assigned to that user to TBD or some other user in the system. You can search for all records assigned to the user by using the Query function. And, you can use the Edit Results operation from the query results page to reassign all records at once, rather than individually editing each record.

If you attempt to delete a user who is still the assignee for problem records within your database, you will be prompted to select a new assignee for the problem records from a list of active users in the system.

Restoring A User

You can restore a previously deleted user by clicking on the Add User button with the User Administration page. Type in the user id of the previously deleted user as well as any other information you would like to include (first name, last name, email, etc.) and click OK. You will prompted that a deleted record exists for that user name, then click on the Restore User to activate the existing record.

Definition of Users by License Type

For all licenses (both static and floating) only one user may be logged in to ProblemTracker per license. A static license is defined as one user account (user ID) for each license purchased. Only one user can login to the system with this particular user ID. A floating license is defined as up to 10 user accounts for each license purchased. Only one user per floating license can login to the system at a particular time. Others who try will be denied access until a floating license user logs off (clicks the Logoff icon).

Static licenses are typically used for users who regularly use ProblemTracker and therefore must be guaranteed access at any time (can never be denied access because too many users are already logged in). Floating licenses are typically used for infrequent users if it is acceptable that they may not be able to login to the system some of the time (as all floating licenses may be in use). For more details on licensing including your License Agreement and the number and type of license(s) you have, please run the License Manager.

Managing Users within License Limits

If you attempt to add more users than are allowed by your license(s), ProblemTracker will notify you that you have reached the maximum number of users for your license type. If you have both static and floating licenses, the error will tell you which license type has reached its limit. You will need to delete a user before you are allowed to enter a new user.

Assigning User Groups

You can assign each user to user groups by locating the desired user record in the User Administration page and the clicking on the Edit Groups button. Use the Add and Remove buttons to add or remove the user from a particular user group.