User Management

Edit Administrator

This form allows you to create a new administrator or edit the profile of an existing administrator.

Click OK/Apply to save any changes you make.

Following is a description of the default fields on each tab. You can add additional fields to a tab using the cogwheel icon . Go here for more information about customizing forms.

The General Details tab allows you to fill out basic information about the administrator. The following fields appear by default:

User ID

User ID is automatically generated. If a user was imported from LDAP, User ID is Domain\User Name. If a user was created manually, then User ID is the same as User Name.

Domain

If the administrator was imported from LDAP, this shows the admin's domain. If the admin was created manually, this is blank. Domain must be selected when logging into SysAid from the Login page (if the admin is not an LDAP user, Domain is SysAid local).

User Name

An administrator's username is used for logging into SysAid. Note that you can't change a username after an administrator has been created.

Password and Confirm Password

This is the password the administrator uses when logging into SysAid. If the administrator has been imported from LDAP, you won't be able to edit these fields.

Click the Generate random password button to generate a random password. After saving the admin's profile, you can send this password to the admin in an e-mail, and they can then change it after logging in. If you have not enabled outgoing e-mail integration, it's not recommended to use this option, because there won't be any way to know what the password is.

First Name and Last Name

The administrator's first and last name.

Email

The administrator's e-mail address. It's very important to enter an e-mail address so that the administrator can receive e-mails sent from SysAid.

Text message

This is the phone number of the mobile device where the administrator would like to receive SMSes sent by SysAid. This field requires a complete phone number -- country code, area code, and individual number -- with no spaces or punctuation. For example, if the mobile phone number is (617) 555-1212 in the US, enter 16175551212.

Phone and Cellular phone

The landline and cell phone numbers of the administrator. The cell phone number can be the same number as in the Text message field above. However, the Cellular phone field is not used for sending SMSes, so the format of the phone number can be whatever you like.

Company (Enterprise Edition only)

Each administrator can belong to one company. Once attached to a company, an administrator is included in all reporting that's sorted by company. The administrator can also be limited to view and edit only service records, assets, CIs, etc. that are part of the same company (see Permissions below).

The Description tab includes additional information about an administrator. The fields on this tab are self-explanatory.

The location list can be edited under Customize --> Lists.

SysAid gives you a tremendous amount of control over which permissions each individual administrator has. Following is an explanation of all permissions available for each administrator in SysAid.

Permission Type (Enterprise only)

Choose whether the administrator's permissions are determined here or by the settings of that admin's groups. Group permissions are defined per group under User Management --> Groups. Read more about group permissions here.

Permission	Description of Permission
View Inventory, only in group X and its sub groups	Allows the administrator to view assets under Asset Management for the selected group and its sub groups. If the selected group is "\", then the administrator can see all assets. Uncheck the box to prevent the administrator from seeing any assets.
Modify Inventory	Allows the administrator to make changes to assets. Administrators can only make changes to assets that they can view.
View Service Records that are assigned to	Choose which service records the administrator can view. Uncheck the box to prevent the administrator from seeing any service records.
Create/Modify Service Records that are assigned to	Choose which service records the administrator can create and modify. Uncheck the box to prevent the administrator from modifying any service records.
Purge Service Records that are assigned to	Check this box if you would like the administrator to be able to permanently delete service records using the delete icon .
Archive Service Records that are assigned to	Choose which service records the administrator can archive. Uncheck the box to prevent the administrator from archiving any service records.
Create/Modify Knowledge base articles	Allow the administrator to create and modify articles for both the Knowledge Base and FAQ or for just the Knowledge Base (Admin only). Uncheck the box if you do not want this administrator modifying KB/FAQ articles.
Purge Knowledge base articles	Allow the administrator to delete articles for both the Knowledge Base and FAQ or for just the Knowledge Base (Admin only). Uncheck the box if you do not want this administrator deleting KB/FAQ articles.
View Projects that are assigned to	Choose which projects the administrator can view. For admins that can only view their own projects or projects assigend to them and their groups: a project is considered to belong to an admin if that admin is the project's manager; additionally, the admin can only view tasks that are attached to projects that the admin can view; the admin can't view tasks that do not have an associated project. Uncheck the box to prevent the administrator from seeing any projects.
Modify Projects that are assigned to	Choose which projects the administrator can modify. Please read the explanation for viewing projects (immediately above) for more details.
Purge Projects that are assigned to	Check this box if you would like the administrator to be able to permanently delete projects and tasks using the delete icon .
View Analyzer	Choose whether or not the admin can view the Analyzer.
Remote Control	Check this box to enable the administrator to initiate remote control sessions with computers in your network. For more information about remote control, please read the Remote Control Guide.
Limit to its company data only	If an admin is limited to the company they belong to, they will only be able to see SysAid entities that are attached to the same company. Affected SysAid entities include tasks, projects, service records, assets, and CIs, among others. Reports this admin runs will show only data from the admin's company. If you check this box, please make sure that the admin is part of a company, or the admin will not have access to anything.
SysAid Administrator	Enabling the checkbox next to this option gives the administrator all permissions in SysAid. This includes access to user management and all customization options. If this is checked, all other permissions checkboxes are automatically checked as well. SysAid Administrators cannot be restricted to their company data only. Note that there are some permissions that can only be granted by checking this box, such as the ability to access user management and the ability to customize SysAid.
Manager: access to manager portal	This option gives administrators the ability to access the Manager Portal. This includes the ability to view the Dashboard, and to design and run reports.
Change Manager	Change managers in SysAid can edit sub types, edit request, change, and problem templates, create new changes and problems, and edit all action items for a request, change, or problem. Please see the full Guide to Change and Problem Management for further details.
Create Changes/Problems	Checking this box allows the administrator to create a new change request or problem. This does not include editing change or problem templates. Please see the full Guide to Change and Problem Management for further details. Note that any admin that can create an incident can create a request.
View other Admins' action items	This permission allows an admin to view (but not edit) action items assigned to other users. Please see the full Guide to Change and Problem Management for further details.
View CMDB	Allows an admin to view CIs in the CMDB. Owner and Owner Group are fields available on the CI form. Uncheck the box to prevent the administrator from seeing any CIs.
Modify CMDB	Allows an admin to create and edit CIs, CI templates, and CI types in the CMDB. Owner and Owner Group are fields available on the CI form. Uncheck the box to prevent the administrator from seeing any CIs.
Access Chat Console	This option allows admins to open the Administrator Chat Console. If this is unchecked, an admin can't manage chats. Administrators can be restricted to individual chat queues under Preferences --> Chat Queues.
Chat Administrator	This permission allows an administrator to supervise chat sessions conducted by other administrators.
Restrict access for	You can prevent an admin from accessing selected pages in SysAid in addition to the restrictions imposed by other permissions. Click the ellipses button to open a list of pages in SysAid, and select any pages that the admin should not be able to see.
Create/Modify News for	Allows the administrator to create or modify news items from Preferences --> Edit News.
Access to Password Services	Allows the administrator to access the Password Services module.
Manage My Desktop	Allows the administrator to access the My Desktop module. This includes registering users from the My Desktop tab on the user form and assigning assets from the Access List tab on the asset form.
Manage Mobile Devices	An admin with this permission can perform the following actions on mobile devices managed by SysAid MDM: Wipe, Lock, and Reset Device Passcode. Furthermore, this permission allows an admin to create and modify mobile device policies from Asset Management --> Device Policies and to change the attached policy for any given mobile device.

You may also view the permissions of all administrators concurrently by navigating directly to http://[your SysAid URL]/PermissionsPerUser.jsp.

The Help Desk tab shows the help desk list, but only shows service records submitted by this administrator. Full instructions for using the help desk list can be found here.

This tab shows a list of all assets owned by the admin. General instructions for using SysAid lists can be found here.

Click to open the Send Message screen, where you can send this admin a message asking them to enroll their mobile device in SysAid MDM. Go here for more information about MDM.

The actions list includes two options applicable to mobile devices enrolled in SysAid MDM:

Wipe*

All data on the mobile device is erased, and all settings are restored to their factory defaults. The SysAid management application is erased as well, and the device is unenrolled from MDM. This option is typically used if a device is lost or stolen.

Lock*

Locks the mobile device. Once locked, the user must reenter the device passcode in order to resume using the device.

* Available only to admins with the Manage Mobile Devices permission.

This tab shows login history per computer for this administrator. That is to say, every time that this administrator logs onto a computer in the network that has the SysAid Agent installed, an entry is added to this table.

 Computer login history for david

The My Desktop tab allows you to assign assets to this user for SysAid My Desktop. Click to open a list where you can select your desired assets. Alternatively, click Auto-Match to automatically assign this user any assets they own or use most. For more information about Auto-Match, please see the My Desktop Guide.

Once assets are assigned to this user, the user can initiate a My Desktop session from the End User Portal.

Fields Available for the Administrator Form

Following is a complete list of fields available on the Administrator form. Some of these fields do not appear by default and must be added to this form using the customize icon .

Field Name	Description
Active Service Record	Shows you the number of service records in either "New" or "Open" status that have been requested by this administrator.
Agreement	The agreement chosen here will be applied to all service records where this admin is the request user. If no agreement is chosen, then either the admin's company's agreement will be used or the default agreement will be used.
Assets	Displays a list of assets for which this administrator is the owner. Allows you to delete assets as well as to perform certain mobile actions on assets that are mobile devices. For more information, see the Assets tab, above.
Attachments	Allows you to add attachments to the administrator's profile.
Building	This field allows you to record the building in which the administrator is based.
Car license	This field allows you to record the administrator's license plate number.
Cellular phone	The admin's cell phone number.
Chat Nickname	The administrator's chat nickname appears to end users during chats. If this is left blank, the admin's first and last name will appear instead.
Chats	Shows a history of all chats where the administrator played the role of the end user (i.e. initiated the chat from the chat icon).
Company	This is the administrator's company. If an administrator is limited to view their company information only, then the company here determines which company they can view.
Confirm Password	Used in conjuction with the Password field. After entering a new password, the password must be re-entered into this field for conformation.
Cubicle	The administrator's cubicle number, if there is one.
Date Input Style	Determines whether this administrator sees dates in Month-Day-Year (American) or Day-Month-Year (European) format. Also determines whether activity times on service records and on tasks will appear in 12 hour (American) or 24 hour (European) clock format.
Department	This allows you to indicate that an administrator belongs to a particular department. You can create a list of departments under Customize --> Lists by choosing the Department list.
Disabled	Choose whether or not an administrator is disabled. Disabled admins can't log in to SysAid, can't be chosen as the request user for a service record, and can't be assigned service records. On the other hand, disabled admins also do not count against your license limit. An administrator who is not disabled is enabled.
Display Name	If User name display method is set to Display name under Customize --> Appearance, the contents of this field will be shown any place the user's name shows up in SysAid. Display Name can be imported from LDAP.
Domain	If the user was imported from LDAP, this shows the user's domain. If the user was created manually, this is blank. Domain must be selected when logging into SysAid from the Login page (if the user is not an LDAP user, Domain is SysAid local).
Email	The administrator's e-mail address. Whenever somebody sends an e-mail to an admin, the admin receives the e-mail at this e-mail address.
Expiration Date	A user with an expiration date will not be able to log into SysAid after the expiration date passes. This does not mean that the user is disabled, only that they can't log in.
First Name	The administrator's first name.
Floor	The floor on which the administrator is located.
Help Desk	Shows a list of all service records submitted by the administrator. See the Help Desk tab above for more details.
History	Allows you to see a list of all changes that have been made to this admin's profile. Click on a version number to open a new screen with a snapshot of the admin's profile at that revision.
Is supervisor	This option is relevant for end users.
Language	Allows you to choose the language in which this administrator views SysAid. Only languages selected under Preferences --> Account Defaults appear in this list.
Last Name	The administrator's last name.
Links	Allows you to add links to websites, FTP, local/network storage, and Lotus Notes items.
Location	The administrator's location. You can create a list of locations under Customize --> Lists by choosing the Location list.
Login History	Shows login history per computer for this administrator. See the Login History tab above for additional information.
Manager	Allows you to select the administrator's direct manager. This information is used anywhere in SysAid where the administrator's manager is referenced, such an in escalation rules.
My Desktop	Shows all assets assigned to this user for My Desktop. Also allows you to assign new assets to this user.
Notes	Allows you to leave any notes that are relevant for this administrator.
Out of the office, assign all new requests to	Using the ellipses button , you may select an administrator who will receive all new service records that would otherwise be assigned to the current administrator. This is useful if an administrator is out of the office on vaction or sick leave. If you would like to move all active service records as well, click the button Assign all my active SR.
Password	Allows you to create a password for this administrator. You must also enter the password into the Confirm Password field. This field in not available if the administrator was imported from LDAP (the administrator's password is stored in LDAP and must be edited there).
Permissions	Displays a list of all administrator permissions. For more information about available permissions, please see the Permissions tab above.
Phone	The administrator's phone number.
Receive automatic SR email notifications	Allows you to choose whether the administrator receives the automatic e-mail notifications sent out by service records (such as when the end user updates the service record). Go here for more information.
Registered to Push Notifications	If an administrator logs into SysAid from an iPhone, the iPhone's ID is recorded here. The administrator can then choose to receive push notifications sent to the iPhone for SR updates.
Secondary Email	This is the e-mail address that's used if an administrator performs a password reset using Password Self Service and the password delivery method is set to e-mail.
Service Records	Shows two numbers: the first is how many active service records this administrator has requested (i.e., the admin is the request user on the service record), and the second is how many total service records this administrator has requested.
Text message	This is the phone number that's used to receive SMSes sent by SysAid. For more information, see the General details tab above.
Time Zone	This is the administrator's time zone. The time zone chosen here impacts the time that appears by default whenever an admin logs an activity or uses the calendar icon to select a date and time.
User Custom Date 1 + 2	These custom date fields allow you to keep track of additional dates relevant for this administrator.
User Custom Int 1 + 2	These custom integer fields allow you to keep track of additional integers relevant for this administrator.
User Custom List 1 + 2	These custom list fields allow you to keep track of additional information relevant for this administrator.
User Custom Notes	This custom notes fields allow you to keep track of additional information relevant for this administrator.
User Custom Text 1 + 2	These custom text fields allow you to keep track of additional information relevant for this administrator.
User ID	If a user was imported from LDAP, User ID is Domain\User Name. If a user was created manually, then User ID is the same as User Name.
User Logged In status	Indicates whether this administrator is currently logged in or not.
User Name	The administrator's user name. If an admin is imported from LDAP, this is the LDAP user name.
User groups	A list of all groups the administrator is part of. You can manage groups under User Management --> Groups.