Manage Users

Manage Users

Add organization employees as users in the ESM Directory. You can also import users from the Active Directory.
You can add ESM users to various service desk instances as technicians or requesters.
InfoUse Case:  Organizations commonly use Active Directory to manage their user details. You can import the AD users to ESM Directory, add users manually, and manage users' access to various service desks.

Active Users 

Add Users Manually
  1. Go to ESM Directory > Users.
  2. Click New User.
  3. Fill out the form as explained below:

Details
Description
Personal Details  
Enter the personal details of the user such as first name, last name, email address, default password, and select the gender. You can add a nickname or a preferred name of the user as a display name.
Contact Information  
Enter the address, contact number, and skype ID of the user.
Customization  
Select the time zone and language of the user.
You can enable Organization Admin privileges for the user if needed. Organization Admins can:
Add/delete users with login permissions.
Enable/disable logins for users.
Assign roles for technicians.
Manage users using provisioning app.
Info
There can be any number of Organization Admins. 
Organization Admins are indicated with on the user list view.

  1. Click Save.

Info
Verified domain users in the organization will receive a one-time password via email, with which they must log in to the application and reset passwords. 
Users will not receive this email if:
  1. SAML is enabled for them.
  2. Administrators have set a default password for the organization.


Import Users from Azure Directory
Add users from Azure Active Directory to the ESM Directory.
Role Required: SDAdmin and OrgAdmin
  1. Go to ESM Directory > Users.
  2. Under the users list view, click Import Users > Import from Azure.
  3. On the authorization popup, click Allow. You will be directed to the Microsoft authorization page.
  4. Sign in to your Microsoft account. After successful completion of the authorization process, the Import from Azure page will open.
  5. Choose users you want to import.
  6. Click Import Now.
 
Info
Authorization is a one-time process. 


Edit/Delete Users
Click beside a user name to edit them.
To edit or delete users in bulk, select the users and click Edit or Delete on the toolbar.
Info
Technicians with can add/remove users from service desk instances only if they have  SDAdmin permissions in the service desk instance.


Change Password
Change the login password for users in bulk.
  1. Select users on the user list view.
  2. Click Change Password on the toolbar.
  3. Enter the password and confirm the password.
  4. You can log out the user from all machines after the password is changed.
  5. Click Save.


Add User to Instance
  1. Select the user in the list view.
  2. Click Add User(s) to Instance.
  3. Select the instance to add users.
  4. Click Yes to confirm.
You can also add users from the ESM Directory to the service desk instance from Setup. Learn more.  


Invited Users 

When details of users from unverified domains are entered in the ESM Directory, they will be sent an invitation email. Invited users must accept the invitation to be added in the ESM Directory.
Re-invite Users - The invitation sent to users will expire in 7 days, after which a new invite has to be sent. If a user does not accept the invitation within the set time period, you can re-invite them.
  1. Go to ESM Directory > Users > Invited Users.
  2. Select the users to be re-invited.
  3. Click Re-invite User.
Delete Invites - You can rescind the invitation email sent to users.
  1. Go to ESM Directory > Users > Invited Users.
  2. Select the users whose invitation must be rescinded.
  3. Click Delete Invites.


Inactive Users 

When a user is deleted from the Active Directory or the provisioning tool, they will be marked as inactive users in ServiceDesk Plus MSP Cloud.
Activate Users - Add inactive users back to the organization if they are added back to the Active Directory or the provisioning tool.
  1. Go to ESM Directory > Users > Inactive Users.
  2. Select the users to be activated.
  3. Click Activate.
Delete Users - Delete inactive users permanently from the organization.
  1. Go to ESM Directory > Users > Inactive Users.
  2. Select the users to be deleted.
  3. Click Delete.


 

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