In order to use ProblemTracker, every user must log in as a registered user. ProblemTracker allows you to enter users and distinguish between internal users and external users like customers or partners. Before a user can begin using ProblemTracker, a user must be created and given access to a workgroup(s) in the License Administration section of the Workgroup Management System. After this is done, you can add a user to the User Administration section of your ProblemTracker workgroup. Within a workgroup, a user's access rights and privileges is determined by the user groups to which a user the user belongs.
System Defined Users
ProblemTracker has 3 pre-defined users. These users all serve a special purpose and are not counted towards the number of users you have licensed. You cannot remove or modify these users:
Adding A User
To add a user:
To select multiple users, hold down the CTRL button on your keyboard while clicking on multiple users, then click on the Add button.
A user will only appear on the list of available users if the user account has been created and given access to the workgroup via the License Administration section of the Workgroup Management System.
Users that appear on the list of Available Users preceded by "*" are users that were previously deleted from the User Administration section. These users can be restored by clicking on the user, then clicking on the Add button. Click here for more information about restoring a user.
Removing A User
You can remove a user by locating the desired user account in the User Administration page, and then clicking on the Delete button.
Deleting a user will not affect your existing records. However, before deleting a user we would recommend that you reassign any records currently assigned to that user to TBD or some other user in the system. You can search for all records assigned to the user by using the Query function. And, you can use the Edit Results operation from the query results page to reassign all records at once, rather than individually editing each record.
If you attempt to delete a user who is still the assignee for problem records within your database, you will be prompted to select a new assignee for the problem records from a list of active users in the system. Similarly, if you attempt to delete a user who is a state manager, you will be prompted to select a new state manager from a list of active users in the system.
Restoring A User
If the user is still listed in the "Available Users" list (indicating it is still active in the License Administration section of the Workgroup Management System), you can restore a previously deleted user by clicking on the Add User button in the User Administration page. Users who were previously deleted from the User Administration section will be denoted by a "*" in front of the user id on the Available Users list. Click on the user account, then click on the Add button. You will prompted that the user account you selected had been previously deleted. Click OK to restore the user account or click cancel to abort the operation.
If you choose to restore the user, the settings in the user's personal preferences will be preserved as they were at the time the user was deleted from the workgroup's User Administration section. A restored user will be only be added as a member of the Users group. The user must manually be added to any other user groups.
Editing the Admin User
The profile information of the Admin user account can be modified by clicking on the Edit button to the left of the Admin user account in the User Administration table. Click OK to save the changes to this account.
Definition of Users by License Type
For all licenses (both static and floating) only one user may be logged in to ProblemTracker per license. A static license is defined as one user account (user ID) for each license purchased. Only one user can login to the system with this particular user ID. A floating license is defined as up to 10 user accounts for each license purchased. Only one user per floating license can login to the system at a particular time. Others who try will be denied access until a floating license user logs off (clicks the Logoff icon).
Static licenses are typically used for users who regularly use ProblemTracker and therefore must be guaranteed access at any time (can never be denied access because too many users are already logged in). Floating licenses are typically used for infrequent users if it is acceptable that they may not be able to login to the system some of the time (as all floating licenses may be in use). For more details on licensing including your License Agreement and the number and type of license(s) you have, please run the License Manager.
Assigning User Groups
You can assign each user to user groups by locating the desired user record in the User Administration page and the clicking on the Groups button. Use the Add and Remove buttons to add or remove the user from a particular user group.