About Users

A user is a service desk professional who logs in and uses CSM to manage service desk data (example: A technician, manager, designer, system administrator, etc.).

A user is assigned to only one Security Group (so they can access specific functionality and data), can log in using one or more Roles (so they can have a personal viewing environment), and can belong to one or more Teams (so they can share CSM items, such as Dashboards).

Although a User can belong to one or more Teams, they must have a default team assigned. To add a User to a Team, see Create a User Profile.

Each User has a User Profile that stores the pertinent details and properties for that User, including:

Login credentials: Username and password, and authentication method
Culture settings
User information: Name, department, title, manager, and other contact information
The User Information fields are configurable and are stored in the User Info Business Object.
Account details: Password resets, reserved licenses, and other account details
Assigned Security Group
Assigned Teams

User Profiles are managed (created, viewed, imported, deleted) as part of Security in CSM Administrator using the User Manager. For more information, see View User Accounts.

A User often functions as both a User and a Customer in CSM. For example, a service desk technician performs User functions but is a Customer of the HR Department. If the User is also a Customer, he/she must have a User Profile AND a Customer record. A Customer record does NOT store account credentials, so any Customer requiring a Portal login must also have Portal credentials. For more information, see Create Portal Login Credentials (for a Customer).