Search for	Example	Results
A single word	`cat`	Topics that contain the word "cat". You will also find its grammatical variations, such as "cats".
A phrase. You can specify that the search results contain a specific phrase.	`"cat food"` (quotation marks)	Topics that contain the literal phrase "cat food" and all its grammatical variations. Without the quotation marks, the query is equivalent to specifying an OR operator, which finds topics with one of the individual words instead of the phrase.

Search for	Operator	Example
Two or more words in the same topic	`AND` `and` `+` (plus symbol) `&` (ampersand)	`cat AND dog` `"cat food"+milk` `"cat food"&"dog food"`
Either word in a topic	`OR` `or` `\|` (pipe)	`cat OR dog` `cat \| dog`
Topics that do not contain a specific word or phrase	`NOT` `not` `!` (exclamation point)	`NOT cat` `! dog`
Topics that contain one string and do not contain another	`^` (caret)	`cat ^ mouse`
A combination of search types	`( )` parentheses	`cat + (dog \| mouse)` `cat \| dog + (! mouse)`

Service Management

Administer > Administer the Service Management > People > Users and contacts

Users and contacts

There are two types of person records: users and contacts. Users can log in to Service Management; contacts cannot. Users and contacts have the same fields, except that users also have license, role, and group membership information. A badge in the upper right corner of the page indicates whether a person is a user or contact.

Users cannot be created or deleted manually; you must import and delete users via Suite Administration. Service Management users must have a user record and an assigned role before they can log into the application.

If you are an administrator, part of your responsibilities include managing user records, creating user groups, lists of contacts, and managing user roles. You can create contact records with information about internal or external users.

Note An administrator can assign only users to a group but not contacts.

How to view users and contacts

The People page displays both users and contacts.

From the main menu, select Administration > Master Data > People > People.
Select the required view:
- To display active users only, click ACTIVE USERS.
- To display active contacts only, click ACTIVE CONTACTS.
- To display all users, click ALL USERS.
- To display all contacts, click ALL CONTACTS.
- To display all people, click ALL PEOPLE.

Note These views cannot be deleted.

How to add, edit, or delete users

If you are a Suite Administration user, you can add new users to Service Management using Suite Administration. You can also edit and delete users. Users added, deleted, or modified in Suite Administration are updated in Service Management automatically by the synchronization job that runs once a day.

To manage users in Suite Administration, follow these steps:

Go to Suite Administration and log in with your credentials.
Click Users.
To add a new user, click New User and enter the user's details.

When you add a new user, the following fields are synced:
- Email
- First name
- Last name
- Office phone number
To edit a user, select the user in the list, edit the user's details and click Save.
To delete a user, select the user in the list and click Delete on the toolbar.

When you delete a user in Suite Administration, the user becomes a contact in Service Management. If the user was a member of any groups, he is removed from the groups and the following fields and sections are cleared:
- Group membership section on the User page.
- Organization field on the User page.
- License and Role fields on the User page.
- Request on behalf tab on the User page.
- Group members section on the Group page.
- Owner and Group owner backup fields on the Group page.
- Delegations tab in the Service Portal.
Note There is a delay of three days from the time a user is deleted until the removal occurs and the data is cleared. If the user is inactive for three days, he becomes a contact. If there is activity within three days, the user is restored.

To synchronize the users manually, click in the People page in Service Management. Alternatively, a user added in Suite Administration is added to Service Management when attempting to log in for the first time, before a manual or automatic synchronization. The Sync button is disabled while any user on the tenant is running a sync.

You can also sync users from Suite Administration via the Manage Persons API. For more information, see Manage Persons API.

For existing users, you can run a sync to update their data from an LDAP server using the LDAP integration. For more information, see How to set up synchronization with LDAP.

Note

New users are assigned the Service Portal User role by default.
Any changes made to a user's details in Service Management are overwritten by the values in Suite Administration during the sync.

How to create or delete contact records

For information on how to create or delete contact records, see How to create and delete contact records.

How to edit a user or contact record

Note You can edit a user's basic account information in Suite Administration. For more information, see How to add, edit, or delete users.

From the main menu, select Administration > Master Data > People > People.
Select the user or contact you want to update.

To filter the record list, click the Add filter button. For more information, see Filters.
Click the record identifier in the ID column to display the selected record.

You can edit multiple records simultaneously by selecting them in the grid and updating them in the Preview pane on the right. For more information, see Mass update.
Update the person's information in the General and Responsibilities tabs. For more information, see User and contact details.
To open, join, or view a discussion or to view or post comments, click the Discussions tab. For more information, see Discussions.
To view changes or updates made to the record, click the History tab. For more information, see History.
Click Save on the toolbar.

User and contact details

General tab

The following sections are displayed:

General

Field	Description
Prefix	The prefix of the person. Select a value from the drop-down list.
First name	The first name of the person. Note The value of this field is automatically synchronized with the value in Suite Administration. When adding or editing people records, this field is mandatory.
Middle name	The middle name of the person.
Last name	The last name of the person. Note The value of this field is automatically synchronized with the value in Suite Administration. When adding or editing people records, this field is mandatory.
Name	The Name field is populated by the values entered in the First name and Last name fields when the person record is created. It can also be edited manually. Changes made to the First name and Last name fields later, are not reflected in the Name field.
Employee Id	The person's employee ID number.
Gender	The gender of the person. Select a value from the drop-down list.
Person type	Indicates whether the person is a user or a contact. This field is read-only.
VIP	Indicates if the person has VIP status. This field can be used to Indicate to agents that they are working on a VIP customer. It can also be used in business rules to boost priorities.
Description	Other information about the person.
Person status	The person's employee status. Select a value from the drop-down list. The available options are: Active Leave of absence Retired Terminated Inactive
User principal name	The person's UPN. This field is read-only. (It is only editable during creation of a new person). Note This is the person's primary identifier in Service Management. When adding people records via Suite Administration, this field is populated with the login name value from Suite Administration. When adding or editing people records, this field is mandatory.
Distinguished name	The person's LDAP distinguished name.

Contact information

Field	Description
Email	The person's email address. Note The value of this field is automatically synchronized with the value in Suite Administration. When adding or editing people records, this field is mandatory.
Office phone number	The person's office phone number. Note The value of this field is automatically synchronized with the value in Suite Administration.
Mobile phone number	The person's mobile phone number.
Home phone number	The person's home phone number.
Location	Where the person is located. Select a value from the drop-down list. Examples: France/Paris EMEA/Spain/Madrid/M1 To manage locations, see Locations.
Home location	The person's home address.
Temporary location	A temporary location for the person, for visiting purposes. Select a value from the drop-down list.

Organizational information

Field	Description
Employment type	The person's employment type. Select a value from the drop-down list. The available options are: Full-time Part-time Contractor Internal External
Title	The person's title. The title can be job- or organization-related. Examples: Process Owner, Manager, Agent
Manager	The person's manager. Select a value from the drop-down list.
Hire date	The person's hire date. Click in the box to display a calendar.
Leave date	The person's leave date. Click in the box to display a calendar.
Cost center	The cost center at which the person is employed.
Organization	The organizational group of which the person is a member, if any. For functional group information, see the Group membership section for this person. Note This field is only relevant for users. A user can belong to one organizational group, and one or more functional groups. For more information about group types, see How to create a group.

Personal preferences

Field	Description
Avatar	The person's avatar. Click Upload image to select an image for the avatar.
Language	The language of the person's locale. Select a value from the drop-down list. The default value is English (U.S.). To set the default language for new users to a different value, edit the relevant business rule. Note When adding or editing people records, this field is mandatory.

Field

Description

Avatar

The person's avatar. Click Upload image to select an image for the avatar.

Language

The language of the person's locale. Select a value from the drop-down list.

The default value is English (U.S.). To set the default language for new users to a different value, edit the relevant business rule.

Note When adding or editing people records, this field is mandatory.

System use definitions

Note The System use definitions section is only relevant for users.

Field	Description
Role	The roles assigned to the user, if any. Click in the box to display a list of available roles. Note A user can have more than one role.
License	Select the licenses assigned to the user, if any. Click in the box to display a list of available licenses. For each license, the license type (Premium Named, Express Named, Premium Concurrent, or Express Concurrent for use with the MT console) and the license capacity are displayed. Note A user can have more than one license. An admin user can assign licenses to users. For each license, a yellow icon is displayed at the top of the page indicating the number of users assigned that license. The caption next to the icon indicates the total number of users that can be assigned that license. For example, 25/100 users indicates that 25 users are assigned the license, out of a total of 100 possible users.
May generate passcode verification code	If selected, the user has permission to generate verification codes for passcodes for other users for strong identity validation for approvals.
Verification code email recipient	If selected, the user receives an email when any user requests a verification code for his passcode to proceed with a task approval using strong identity validation.

Group membership

Note The Group membership section is only relevant for users.

Field	Description
<Add/Remove groups>	The functional groups to which the user belongs, if any. To add a group, click Assign to group and select the required group(s) in the Add groups dialog box. To delete a group, select the required group and click the Delete button. Note A user can belong to one organizational group, and one or more functional groups. For more information about group types, see How to create a group. After this field is updated, it may take several minutes before the user can see information entitled to him by the groups to which he belongs. For more information, see How to manage entitlement rules.

Field

Description

The functional groups to which the user belongs, if any. To add a group, click Assign to group and select the required group(s) in the Add groups dialog box. To delete a group, select the required group and click the Delete button.

Note

A user can belong to one organizational group, and one or more functional groups.

For more information about group types, see How to create a group.
After this field is updated, it may take several minutes before the user can see information entitled to him by the groups to which he belongs. For more information, see How to manage entitlement rules.

Responsibilities tab

The following sections are displayed:

Responsibilities

Field	Description
Area of practice	The person's area of practice on the system. Select a value from the drop-down list.

Locations

Field	Description
<Add/Remove locations>	The person's locations of responsibility. To add a location, do one of the following: Click Add, then select a value from the drop-down list. Click the list icon ( ) to display the available locations. Select the check box for each location that you want to add. Click OK. To filter the record list, click the Add filter button. For more information, see Filters. The selected locations appear in yellow. When you save the person, the locations are added. To remove a location, select the location and click Remove. The selected members appear in strikethrough text. When you save the person, the locations are removed.

Field

Description

The person's locations of responsibility.

To add a location, do one of the following:

Click Add, then select a value from the drop-down list.
Click the list icon ( ) to display the available locations. Select the check box for each location that you want to add. Click OK.

To filter the record list, click the Add filter button. For more information, see Filters.

The selected locations appear in yellow. When you save the person, the locations are added.

To remove a location, select the location and click Remove. The selected members appear in strikethrough text. When you save the person, the locations are removed.

Request on behalf tab

The following sections are displayed:

Users

Field	Description
<Add/Remove users>	The person can create a request on behalf of the users defined here. To add a user, do one of the following: Click Add, then select a user to add. Click the list icon ( ) to display the available users. Select the check box for each user that you want to add. Click OK. To filter the record list, click the Add filter button. For more information, see Filters. The selected users appear in yellow. When you save the person, the users are added. To remove a user, select the user and click Remove. The selected users appear in strikethrough text. When you save the person, the users are removed.

Field

Description

The person can create a request on behalf of the users defined here.

To add a user, do one of the following:

Click Add, then select a user to add.
Click the list icon ( ) to display the available users. Select the check box for each user that you want to add. Click OK.

To filter the record list, click the Add filter button. For more information, see Filters.

The selected users appear in yellow. When you save the person, the users are added.

To remove a user, select the user and click Remove. The selected users appear in strikethrough text. When you save the person, the users are removed.

Group members

Field	Description
<Add/Remove groups>	The person can create a request on behalf of the members of the groups defined here. To add a group, do one of the following: Click Add, then select a group to add. Click the list icon ( ) to display the available groups. Select the check box for each group that you want to add. Click OK. To filter the record list, click the Add filter button. For more information, see Filters. The selected groups appear in yellow. When you save the person, the groups are added. To remove a group, select the group and click Remove. The selected groups appear in strikethrough text. When you save the person, the groups are removed.

Field

Description

The person can create a request on behalf of the members of the groups defined here.

To add a group, do one of the following:

Click Add, then select a group to add.
Click the list icon ( ) to display the available groups. Select the check box for each group that you want to add. Click OK.

To filter the record list, click the Add filter button. For more information, see Filters.

The selected groups appear in yellow. When you save the person, the groups are added.

To remove a group, select the group and click Remove. The selected groups appear in strikethrough text. When you save the person, the groups are removed.

For more information on requesting on behalf of users and group members, see Request on behalf.

Discussions tab

For more information, see Discussions.
History tab

For more information, see History.