The External Users subtable holds information on non-employees who may or may not be users of the system. Each External User record includes fields that associate the user with a company, contracts, events, and other activities.
Use Case
External users 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 Import, and Admin groups. They can also be created as the result of a conversion from a Lead or Contract record, as part of an import from another database.
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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 and allows users to create their own logins using the limited-access "register" account. By default, records that are created with the "register" login are added to the Customer Group and the Customer Team.
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When the user saves their record, an email is sent to the 1st Level Support Team informing them that contact has self-registered. The email also asks them to validate the user's access, as well as link them to the appropriate company in the system. This email template can be modified, as well as sent to anyone in your organization who might be responsible for vetting new users.
Automation
In the standard system demo, the External Users table contains five active rules. These rules are accessed by expanding the External Users table in the left pane, selecting Setup External Users, and then selecting the Rules tab:
- Create: Contract Source Actions (web, API): This rule uses a saved search to find records in which the Source Contract ID field is not empty and runs a Linked record action to set
- Create: Set External User Info if Login is Empty (email, web, API): This rule uses a saved search to find records in which Login is empty and runs an If-then-else action to set Login, Password, Group and Team for the vendor.
- Edit: Sent Login changed to yes last modification. Send an email to contact with their login info: This rule uses a saved search to find records in Sent Login changed to Yes in the last modification and then runs an Email action to send user guide and login information to the vendor.
- Edit: Contract Source Actions (web, API): This rule uses a saved search to find records in which Source Contract Id changed in last modification and does not equal to null and then uses a linked record action to update Contact Id in Party Main Contact Id field in Contracts table.
- Create: Handle self-registered user (created by register) - notify support team: This rule uses a saved search to find records in which Creator Login equals to register and runs an Email action to send a notification to 1st Level Support Team regarding account information verification.
Ownership
External User records are owned by the user with a login that matches the Login field of the record.