Set Up People and People Management
Learn about who "people" are and how people management can help you. The term "people" refers to all individuals who use or are customers of those who use a particular service, including administrators, technicians, customers, groups, companies, and employees affiliated with a service. People can be given access to an entire account or just to particular services, which allows account administrators to control which members of the account have access to which service within that account. Then when services are given access to companies, the people affiliated with it are automatically given access to those companies.
Administrators can configure which people have access to which services. See Configure Service Access for more information.
Keeping track of the people who use and interact with the account allow agents to keep track of who is impacted by issues, who is involved in development and who uses the services that the account is tracking. The following groups and individuals are considered people:
- Users and Admins
Service Desk offers multiple levels of user roles and permissions. Each of these user roles is given their own credentials (username/password) so that they can log in to the web app. The access level that each user role has when they log in depends on their settings and permissions (i.e., module access and company access). See Manage Users and Admins for more information.
A customer is any distinct individual who is listed as a contact on the account (either manually or through self-registration). Typically customers are a client of 1 or more of the account's services, though it is possible to have customers without access to any services. When a customer is granted access to a service, they become available to be added for selection as the customer for all incidents raised on the service. And if they are given portal access, they can log in to the Customer Portal to create and track incidents, search the Knowledge Articles and view messages. Customers can also be assigned to specific companies as employees. See Manage Customers for more information.
A group represents a specific group of users and admins (e.g., a contact list). Using groups enables you to assign incidents, problems, changes and releases to multiple people (i.e., a group) rather than just 1 individual, and they can also be used in queries and reports. Members of a group can be from different companies and services, which allows easy communication across your entire account. See Manage Groups for more information.
Companies are the sets of users for whom you provide services to (i.e., your clients). Setting up distinct companies for each different organization you support allows you to organize your customers, which is helpful if you have multiple clients or offices. Once a company is created, customers can be added as employees of that company. Companies can be used to represent a wide array of sub-organizations, such as separate corporations that you assist, different departments within an organization or even different locations of the same office.See Manage Companies for more information.
Employees are users and admins who are affiliated with a specific company. Employees can be manually added to companies, or Service Desk can automatically sort new customers into the appropriate companies using their email domains. Employees can only be assigned to one company at a time. See Manage Employees for more information.