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Working with Users

A complete user list is very important to the functionality of Web Tracks.  Once you have created your users, you can then assign them PC's, check out software and documentation to them, as well as allow them to submit service desk requests. 

To access user records in Web Tracks the user must have Administrative Privileges

There are two categories of users within Web Tracks. 

1.  Web Tracks Users
Users who are given Administrative, Help Desk, Knowledge Base, Inventory or Purchasing permissions are considered Web Tracks Users.  Any user ID that has one or more of these permissions will require a named Web Tracks user license. 

2.  End-Users
Users who have no special features within the Web Tracks Interface.  These users can still submit service desk requests, view public knowledge base articles, and may have equipment assigned to them, but they do not have privileges to other areas of the Web Tracks Interface.  You may have an unlimited amount of end-users and they do not consume a named user license.

End-Users may also be marked as "Department Heads".  These users will be able to see (and comment on) tickets of other users in their same department.

See Permissions & Access Levels for further details.

Importing Users
From the Admin Menu, choose 'Import Users from Active Directory'

You can also open this form by opening the User List (Admin--Lookup Tables--Users) and then clicking on the 'Import' command.

Further help on this topic can be found on the Web Tracks Synchronization Wizard.

Notable Fields
User ID - required

- the first name of the user. This is shown in lookup tables so populating this field is advisable

- the last name of the user. This is shown in lookup tables so populating this field is advisable

- for the user to receive email notifications from Web Tracks this field must be populated.

Is Department Head - If checked the user will be able to view all tickets from users within their department (department is also required when this is checked).  This designation does not require a named user license in Web Tracks.  This field is not applicable to Web Tracks Technicians.

SMS Gateway email address* - This field applies to technicians only.  In Email Settings there are options to automatically send text messages (e.g., when a new ticket is created).  To receive SMS text messages one or more of these options must be checked and your technicians should have a SMS Gateway email address saved in their user record.

Here are some example formats from popular cell phone carriers:

Carrier SMS Gateway to Text Email Address Format 
AT&T PhoneNumber@txt.att.net
Sprint PhoneNumber@messaging.sprintpcs.com
Verizon PhoneNumber@vtext.com
T-Mobile PhoneNumber@tmomail.com
Nextel PhoneNumber@messaging.nextel.com
US Cellular PhoneNumber@email.uscc.net
Virgin Mobile PhoneNumber@vmobl.com
Boost PhoneNumber@boostmobile.com
Alltel PhoneNumber@alltel.com

* STANDARD DATA FEES AND TEXT MESSAGING RATES MAY APPLY BASED ON YOUR PLAN WITH YOUR MOBILE PHONE CARRIER. Requires an email to SMS gateway email address in the technician's user record. Click the help button below for additional information

Adding Users Manually
To add a user to Web Tracks, choose Admin--Lookup Tables--Users and then click the 'Add' command from the User List.

Duplicating Users
You can quickly duplicate a user record by clicking the Duplicate Record command on the User List.  When you click this command, you will be prompted for a new user ID.  The duplicate process will not copy Web Tracks permissions for a user ID.  You must manually set these permissions.

Deactivating/Deleting Users
Deactivating maintains the history of the user, but you will not see the user as a choice when you open a drop down list.  Deactivated users will not be able to login to the Web Tracks interface.  You can also delete the user.  Deleting the user will not delete the related records.  Instead, it sets the values in the related fields to Null.  Deactivate vs. Delete also applies to other related tables within Web Tracks.

To delete or deactivate a user, select the users from the User List and click the Delete command.

Changing Passwords
An administrator can change the password for any user.  Simply edit the user's record and click the Change Password command in the permissions tab of the User Detail form.  End-Users who do not have Web Tracks logon privileges can still change their passwords from the Web Interface if they were not authenticated by Active Directory.

To change a password for any account you will need to edit the user record, switch to the Permissions tab and click the 'Set Password' command.  You must save the user record after setting the password to save this value.

The password is for Web Tracks passwords only.  This does not affect a users Active Directory password.  If active directory authentication is used, the change password option in the web interface header will not be available.

IMPORTANT: Regardless of the Authentication Mode chosen, Web Tracks Administrators may always authenticate with the password which is stored in their Web Tracks user account.  If you are using an Active Directory Authentication Mode it is recommended that you set your Web Tracks password to something different than your Active Directory password.  

Record History
Web Tracks records changes made to a user records in the detail form history tab.

See also