Constraints to Consider before Adding a User

A user account must be created in the License Administration section before the user can begin using ProblemTracker. The number of users that can be added to the License Administration section depends on the number and type of licenses you have entered in the License Manager. Each user created in the License Administration section can be given access to multiple workgroups.

When adding a new user, the profile information (email address, phone number, etc.) can be entered. This profile information will be displayed in all workgroups to which the user is given access. When entering information for a new user account, consider the character set of the workgroup(s) the user will be accessing. A user can only be given access to a workgroup with a character set that supports the characters entered in the user's profile. For example, if a user is created with UTF-8 characters in the profile, this user account can only be given access to a workgroup with UTF-8 selected as the character set.

Some basic guidelines related to user / workgroup character set compatibility:

• If a user account contains only ASCII characters (supported by ISO-8859-1 character set), this user account can be given access to any workgroup because all character sets support ASCII characters.
• If a user account contains non-ASCII characters supported by the Windows-1252 character set, this user account can be given access to any workgroup that is configured with the Windows-1252 or UTF-8 character set.
• As mentioned above, if a user account contains non-ASCII characters only supported by the UTF-8 character set, this user account can only be given access to a workgroup configured with the UTF-8 character set.

For information on checking a workgroup's character set, review the Viewing a Workgroup section. To see a list of characters supported by each character set, review the information in the Adding a Workgroup section.

Adding a User

The following are the steps that need to be done in order to add a new user and allow this user to begin using ProblemTracker:

1. Add a user to the License Administration section of the Workgroup Management System using the steps below
2. Give the user access to the necessary workgroup(s) using the Editing a User's Access to Workgroups option in the License Administration section
3. For each workgroup that the user will access, add the user to the User Administration section of the Admin section in the workgroup

To add a new user, login to the Workgroup Management System, click on the Users icon in the top button bar, select the radio button to the left of the option "Add User", then click on the "Continue" button.

Enter information into the following required fields on the "Add New User Account" page:

• User Id
  Unique identifier for user. May be up to 40 characters long.

• Password
  Login password for user. May be up to 10 characters long.

• Last Name
  User's last name.

• First Name
  User's first name.

• User Type
  Can be either Internal or Customer. A user with "Customer" selected as the user type cannot be assigned to any record (these users are not listed in the "Assigned To" pulldown for selection).

• License Type
  Can be either Static or Floating. 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.

• 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

After entering the information, click on the Add User button to save this new user account. A confirmation will be displayed after the user is successfully added. Click on the Add Workgroup Access button to specify which workgroups this user will be able to access.

The information entered in a user's profile can be viewed by users when the Assigned To or Reported By fields are displayed on the View page or in the Home Page and Query reports. The user's name will appear as a clickable link for those users which have the "View User Information" privilege. Clicking on the user's name will display the details present in the user's profile.

After adding a new user, click on the Add Workgroup Access button to specify which workgroups this user will be able to access. Details on giving a user access to a workgroup(s) can be found in the Editing a User's Access to Workgroups Help section.

After a user is given access to a workgroup, they must be added to the User Administration section of each workgroup. After doing this, the user will be able to login to the workgroup(s) and begin using ProblemTracker.

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.