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The two subtables (Employees and External Users) of the people table are People table is one of the most important tables in your system, because it stores records that represent people who interact with your system. Most systems categorize users into two types, which influence how they are able to interact with the system. These user categories are Employee and External User, and are represented as the People table's subtables. The People table is considered a top-level table, which simply means that it has subtables. The People table is one of the most, if not the most, prominent background table in any system. When you create a record in the People table, the user category determines which subtable the record is stored in. All subtable records are contained in their top-level table, so you can view all Employee and External User records directly from the People table.

The two subtables, Employees and External Users, are chiefly used to store information about individuals, including any associated company or such as the company they are associated with, or their contact information. People Users may be external or internal to your company. It is important to put employees on the right Groups and Teams to control their access.

In this document, the terms "contact," "user," and "people"/"person" are used interchangeably.

People , so it is vital from both a security and workflow-enabling standpoint to put users in the right groups and teams.

Users outside your company should generally go in the External Users table, while Employees should go into the Employees table. We recommend that all individuals who are involved with your company be stored in the system as an Employee or an External User, even people who will are not be able to access the system as a user, like leads.

  • The Employees subtable holds general employee information, like their role, primary team, and manager. It also holds personal information, like home address and phone number. In addition to the People and Employee tables, LDAP or Active Directory authentication can be used to create and update Employee user records.
  • The External Users subtable stores external people holds information on non-employees who may or may not be users of the system. Each External User record includes fields to that associate these users with companiesthe user with a company, contracts, events, and other activities that relate to external users.
  • The Employees subtable holds information about company employees, like home address and working hours, which the External Users table does not. LDAP or Active Directory authentication can be used to create and update users in the Employees subtable.

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As a background table, many other tables use the information stored in the People table hierarchy. Nearly every other table in the system contains records with linked fields that link back to the People table hierarchy, making it incredibly vital to the system's overall functionality.

Use Case for Employees

Employee records can be created in a variety of ways:

  • A user with permission to create Employee records can create them in either the People table or the Employee table directly
  • Via sync with Active Directory or LDAP. The first time a user logs in using one of those authentication methods, an Employee record is generated for them
  • From a SAML provider, such as Okta, when they first log into the system
  • Imported during implementation from an Excel or .csv spreadsheet

Once an employee is given access to the system, their user information can be modified in a variety of ways:

  • An admin user can make changes to their record, and do things such deactivate their access or update their information
  • A sync with LDAP or AD
  • Scheduled import/updates from another backend system
  • The user may modify any fields they are allowed to edit by clicking on My Profile in the Home section of the left pane

It is a best practice to develop your own procedure for deactivating Employee records when that employee has been terminated. It is better to simply terminate employees who have left the company; we do not recommend deleting these users. Setting an empty value in either the Groups or the Primary Team field prevents the user from logging in, but also preserves the history of any edits the user has made in the system.

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Use Case for External Users

External users may can be created manually by guests and members of the Base ServiceDesk, Contract Manager, Customer Manager, Guest, Marketing, Project Manager, Sales, Vendor, Business Admin, Admin Importand Admin groups. They may can also be created as the result of a conversion from a Lead or Contract record, or may be created as part of an import from another database.

If a new external user External User record is created (either directly or from a contract or contract party) and without a login value is not entered, the system runs a rule to set the login that:

  • Sets the user's login value to to their email address

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  • Sets a default, unique password

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  • Blanks out the default team. This allows the user to be recognized if they respond to an email from the system without actually giving them the ability to login to the system

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This rule can be modified if you want such users to belong to a specific team so they can access the system through an end user portal.

Self-registration

Self-registration is available so that users can , and allows users to create their own logins , using the limited-access "register" account. Records created by the login of By default, records that are created with the "register" login are added to the Customer group Group and the Customer Team by default.

To create a link to permit self-registration, substitute the items in <brackets> below with the URL for of your system, your KB Name, and the Exit URL you want to take users to:. Make sure to remove the brackets after adding your information.

Code Block
https://<server-hostname>/gui2/login.jsp?KeyID=0&KB=<KB-name>&user=register&password=Register678&State=New:contacts.Customer&GUI=no/EUI&ExitURL=<yourpage>

This will allow link allows the user to enter their contact information, and then will log logs them out. They will Users are not be able to choose from a list of companies, but instead will type in a their company name . To see manually. For more information on how this hyperlink is constructed, see Hyperlink Keywords Syntax and Examples.

When they save the user saves their user record, an email is sent to the 1st Level Support Team informing them that a contact has self-registered and asking . The email also asks them to validate the user's access and , as well as link them to the appropriate existing company in the system. This email template could can be modified to send , as well as sent to anyone in your organization who might be responsible for vetting users.

Use Case for Employees

Employees may be created in a variety of ways.

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Once an employee is given access to the system, their user information can be modified in a variety of ways:

  • An admin user can deactivate their access and update their information
  • Sync with LDAP or AD can update information that has changed in some other system
  • Scheduled import/updates from another backend system can update their information if it changes
  • The user may modify any fields they are allowed to edit by clicking on My Profile in the Home section of the left pane

It is good to develop your own procedure for deactivating an employee who has been terminated. We do not recommend deleting users who leave the company. Setting an empty value in either the Groups or the Primary team field will prevent the user from logging in, while preserving the history of what that user has done in the system. Image Removed

Automation

The default automation on in the employee Employees subtable includes the following actions:

  • If you are using Adobe Sign for e-signature, and the value in the Adobe Sign Sender field is set to or changes to Yes, a user account is automatically created for the user at Adobe Sign, so that they can . This allows users to send envelopes under their own name.
  • If the value in the Adobe Sign Sender field changes from Yes to No, that account is automatically disabled at Adobe Sign.

See the Adobe Sign Tables and SetupOverview section for more details.

There is another rule that handles document approval generation when an employee is identified as a reviewer on the Documents table. The rule runs down to the employee and generates the approval record from there.

Ownership

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Employee and External User records are owned by the user whose with a login that matches the Login field of the record. More simplySimply put, each Employee employee or External User external user owns their own user record. The amount of information they can edit in the records they own, though, is dependent on other factors.