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 suite > Users > How to edit a user

How to edit or delete a user

Edit a user

From the main menu, click Users.
Click the user in the ID column to display the selected user.
Click the tab you want to view or edit. See User details below. The General tab is displayed by default.
Save your changes.

User details

General tab

Field	Description
Locked	You can set a user to be locked. The locked user cannot be edited or deleted. The locked user cannot log in to authorized Service Management Automation applications. Profile of the locked user is not synced to suite applications.
Login name	Login name of the user.
ID	User ID.
Customer UID	Displays customer UID got from external user repositories such as LDAP, SAML IdP, or other stores. Applicable to users with LDAP or Federation authentication type only.
First name	First name of the user.
Last name	Last name of the user.
Middle name	Middle name of the user.
Full name	Full name of the user.
Email	Email of the user.
Authentication type	For information about modifying user authentication type, see Authentication type.
Account	Parent account.
Role	User role.
User type	User type.
Language	User language.
Home phone number	Home phone number of the user.
Office phone number	Office phone number of the user.
Mobile phone number	Mobile phone number of the user.
Zip code	Zip code of the user.
External ID	External ID of the user.
Description	The description that captures the details of the user.
Creation time	The time that the user was created.
Last modified time	The time that the user was modified.

Tenants tab

This tab displays the tenants this user can access.

For more information on tenants, see Tenants.

User status

For the users with LDAP or Federation authentication type, the status is read-only.
For the users with DB authentication type, you can change the user status manually.

Status	Description
Inactive	For users created via user interface, the user status is Inactive after the user record is created. Inactive users cannot log in to Service Management Automation.
Active	The user status becomes Active automatically when the user changes the password.

Reset password

If a user requests you to reset his password, you can click Reset password on the toolbar in edit user page, then the user would receive an email with instructions on resetting password.

Note You can only reset password for users with DB authentication type.

Authentication type

Authentication type of an account user can be changed after the user is created.

From the main menu, click Users.
Click the user in the ID column to display the selected user.
Click Change authentication type on the toolbar.
In Change to drop-down list, select an authentication type:
1. DB: Users use the suite credentials to log in to Service Management Automation.
2. LDAP: Users use the credentials stored in LDAP servers to log in to Service Management Automation.
3. FEDERATION: Users use the credentials stored in federated IdPs to log in to Service Management Automation.
4. Click Change.

You can also change the authentication type for multiple users simultaneously by selecting the check box next to each user in the grid.

Note

Users are required to set password after the authentication type is changed to DB.
After the authentication type is changed to LDAP or FEDERATION, user needs to use the credential in LDAP server or federated IdP to log in to Service Management Automation, previous password is invalid.

Delete a user

You can only delete users with DB authentication type. It is recommended to set the user to be locked before the deletion.

From the main menu, select Users.
Select the user you want to delete.
Click Delete on the toolbar.
Click OK.

Note

The users who are specified as tenant admin cannot be deleted.
The locked users cannot be deleted.