NetResults ProblemTracker
Adding a User

Constraints to Consider before Adding a User

A user account must be created in the License Administration section before the user can begin using ProblemTracker. The number of users that can be added to the License Administration section depends on the number and type of licenses you have entered in the License Manager. Each user created in the License Administration section can be given access to multiple workgroups.

When adding a new user, the profile information (email address, phone number, etc.) can be entered. This profile information will be displayed in all workgroups to which the user is given access. When entering information for a new user account, consider the character set of the workgroup(s) the user will be accessing. A user can only be given access to a workgroup with a character set that supports the characters entered in the user's profile. For example, if a user is created with UTF-8 characters in the profile, this user account can only be given access to a workgroup with UTF-8 selected as the character set.

Some basic guidelines related to user / workgroup character set compatibility:

For information on checking a workgroup's character set, review the Viewing a Workgroup section. To see a list of characters supported by each character set, review the information in the Adding a Workgroup section.

Adding a User

The following are the steps that need to be done in order to add a new user and allow this user to begin using ProblemTracker:

  1. Add a user to the License Administration section of the Workgroup Management System using the steps below
  2. Give the user access to the necessary workgroup(s) using the Editing a User's Access to Workgroups option in the License Administration section
  3. For each workgroup that the user will access, add the user to the User Administration page of the Admin section in the workgroup

To add a new user:

  1. Login to the Workgroup Management System
  2. Click on the Users icon in the top button bar
  3. Select the radio button to the left of the option Add User, then click on the Continue button
  4. Enter information into the fields listed on the Add New User Account page

    Enter information into the following required fields on the "Add New User Account" page:

    • User Id
      Unique identifier for user. May be up to 40 characters long.

    • Password
      Login password for user. May be up to 10 characters long.

    • Last Name
      User's last name

    • First Name
      User's first name

    • License Type
      Can be Static, Floating, or Restricted. See Definition of Users by License Type for further information.

    • User Type
      Can be either Internal or External. A user with External selected as the user type cannot be assigned to any record (these users are not listed in the Assigned To pulldown for selection during the workflow process in the workgroups). If Restricted is selected as the License type above, you must select External as the User Type.

      Users with Static or Floating selected as the License Type are also referred to as Unrestricted or Non-Restricted users in various areas of the Help Guides.

    • Company
      User's company name

    • Email
      Email address of the user. Used by ProblemTracker for email notification of events.

    • Phone
      User's phone number

    • Fax
      User's fax number

    • Address 1
      First line of user's address

    • Address 2
      Second line of user's address

    • City
      User's city

    • State
      User's state

    • Zip
      User's zip code

    • Country
      User's country

    • Comments
      Any other information about the user to be included in his or her profile information

  5. After entering the information, click on the Add User button to save this new user account.
  6. A confirmation will be displayed after the user is successfully added. Click on the Add Workgroup Access button to specify which workgroups this user will be able to access. Details on giving a user access to a workgroup(s) can be found in the Editing a User's Access to Workgroups Help section.
  7. After a user is given access to a workgroup, the user must be added to the User Administration section of each workgroup. Only after doing this will the user will be able to login to the workgroup(s) and begin using ProblemTracker.

The information entered in a user's profile can be viewed by users when the Assigned To or Reported By fields are displayed on the View page or in the Home Page and Query reports. The user's name will appear as a clickable link for those users which have the View User Information privilege. Clicking on the user's name will display the details present in the user's profile.

Managing Users within License Limits

If you attempt to add more users than are allowed by your license(s), ProblemTracker will notify you that you have reached the maximum number of users for your license type. If you have more than one type of license (a mix of static, floating, or restricted licenses), the error will tell you which license type has reached its limit. You will need to delete another user account before you are allowed to create a new user account.

Definition of Users by License Type

There are three types of licenses available for use with ProblemTracker: Static, Floating, and Restricted. For all three license types only one user (person) may be logged in to ProblemTracker per license. In other words, the maximum number of people that may be logged in to ProblemTracker at any one time is equal to the total number of Static, Floating, and Restricted licenses you have. The difference between the license types is how many user accounts may be created per license and what ProblemTracker features may be used.

For more details on licensing including your License Agreement and the number and type of license(s) you have, please run the License Manager.