Create a User Profile

Use the User Manager in CSM Administrator to create a User Profile for each CSM User. The User Profile stores the pertinent details and properties for the User, such as:

• Login credentials: Username and password, and authentication method.
• User information: Name, department, title, manager, contact information, etc.
• Account details: Password resets, reserved licenses, etc.
• Assigned Security Group.
• Assigned Teams.

Good to know:

• To save time, import Users already stored in a Service Directory. Refer to Microsoft Active Directory.
• Login credentials (either Cherwell or Windows/Lightweight Directory Access Protocol [LDAP]), Security Group, and Full Name are required Fields on a User Profile. Department, E-mail, and Manager are highly recommended because some features (record ownership, One-Step Actions/Actions, Automation Processes, etc.), if configured, use them.
• If the User's Security Group does not yet exist, you must create it before creating the User Profile. You can create the Teams before, or on the fly.
• The User Information fields are configurable and are stored in the User Info Business Object.
• If configured, record ownership rights (View, Add, Edit, Delete rights) can be extended to managers, departments, and Teams/Workgroups, so carefully consider the implications of these relationships.

To create a User Profile:

1. Open the User Manager.
2. Click the Create New button .
   A [New] User is added to the list.
3. Click the User tab.

Setting User Authentication Options

4. Define login credentials for the User (either Cherwell authentication or Windows/LDAP authentication):

   Field	Description
   Login ID	Provide a Cherwell login ID for the User (example: First initial + last name). The login is limited to 60 characters and must be unique.
   Security Group	Select a Security Group for the User.
   Password	Provide a Cherwell password for the User. Provide the password again to confirm it.
   (Optional) Windows authentication	Window login ID: Uses Windows credentials for login (instead of Cherwell credentials). Provide the User's Windows Login ID. See Use Windows Credentials. Note: To use this feature, Windows or LDAP must be a supported login mode (CSM Administrator > Security > Edit security settings > select the Windows check box Requires Active Directory group membership: Select this check box to further validate the Windows login by authenticating it against Microsoft® Active Directory® (AD). If Users are created on the fly from AD, this option will be set automatically. To use this feature, AD must be configured and LDAP must be a supported login mode (CSM Administrator > Security > Edit security settings) and select the LDAP check box.

Adding User Information

5. Provide personal User Information:

   Field	Description
   Full name	Provide the User's full name (example: Andrew Simms).
   Set Image	Select the Image to open the Image Manager, and then select an existing image or import a new image to represent the item in the UI. Tip: A person's image is often called an avatar because it can be a photo or a character representation.
   Department	Select the User's department. If configured, record ownership rights (View, Add, Edit, Delete rights) can be extended to managers, departments, and Teams/Workgroups, so carefully consider the implications of these relationships.
   E-mail	Provide the User's e-mail address. If e-mail is configured, CSM can send e-mails to this address. Note that Automation Processes and Actions/One-Step Actions can also use an e-mail address. Tip: When testing a system, consider using a test e-mail account to avoid unnecessary e-mails.
   Manager	Click the Selector button to open the User Selector window. Then, select another User to be the manager. Browse, search, or create a new User, if needed. Tip: If configured, record ownership rights (View, Add, Edit, Delete rights) can be extended to managers, departments, and Teams/Workgroups, so carefully consider the implications of these relationships.
   Manager E-mail	Auto-populates with the selected manager's e-mail address (if defined in the manager's User Profile). If e-mail is configured, CSM can send e-mail to this address. Note that Automation Processes and Actions/One-Step Actions can also use a User's e-mail address.
   Other	Phone numbers, fax number, availability (example: Day shift), scheduled time-off, etc.

   The User Information fields are configurable and are stored in the User Info Business Object.

Setting User Account Details

6. Define account locking, password reset, and reserved license options:

   Field	Description
   Account locked	Select this check box to lock the User account. Accounts can also be locked using the View Logged-in Users window (CSM Administrator>Security>View currently logged-in users).
   Password never expires	Select this check box to forgo password expiration. This overrides any system setting to reset the password. If this is selected, the User must reset password at next login and Password reset date settings are hidden.
   User cannot change password	Select this check box to restrict a User from changing his password. If a password reset is required by the system, the system administrator must reset the password.
   Has reserved license	Select this check box to reserve one of your company's concurrent licenses for this User. Tip: Use the Licensing window to manage all reserved licenses.
   User must reset password at next login	Select this check box to prompt the Customer to change her password the next time she logs in. This check box will clear itself after the Customer changes her password. This restarts any administrator-scheduled password reset. Tip: This is an immediate reset. Use this setting if the User forgot his password.
   Password Reset Date	Select this check box to prompt a User to change his password on a specific date. Then, click the Date Selector button to select a reset date.

Adding Users to Teams

7. Add the User to one or more existing Teams. If the Team does not yet exist, create the Team:
   1. Click the Teams tab.
   2. Click the Add button.
      The Add User to Team window opens.
   3. Select one or more Teams.
   4. Click OK.
      The User is added to the Team(s).
   5. To select a default Team, select the Team, and then click the Default Team button.
8. Click Save.