VSM has two tiers of user management

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• Business Partner Users
• Customer Users

Permissions

There are two three permission options:

• Administrator
• Normal
• Dashboard Only

Administrator Permissions

Administrators have full read/write access across their entity and any entities beneath them.  That means, a business partner administrator, has full access to edit and manage their BP account settings, as well as manage all the configuration and account settings of their customers. Note: Full access can be restricted using Manage Roles and Access.
An administrator can

• Manage All Users (add, edit delete)
• Manage All Scheduled Reports  (add, edit delete)

Normal Permissions

A normal user only has read permissions, and typically does not have edit permissions.  They typically can still access most of the same pages as an administrator, but will not have edit permissions.  Some administrative pages are hidden entirely from a normal user.

Roles and Access

It is possible for business partners to configure which customers, locations, or equipment their users have visibility of, this is configured under 'Manage Roles and Access'.  By default all newly created users have visibility of all customers, locations, and equipment within their entity realm.

Detailed information on configuring custom roles and access can be found under Manage Roles and Access

Creating New Users

• Manage all users (view only)
• All  Scheduled Reports is hidden

Dashboard Only Permissions

A DashboardOnly user can only view dashboards where 'Sharing' is set to Public on the Dashboard Settings page. When logging on they will be directed to the Dashboards Landing page. Clicking on a dashboard name will give the user the option to Open that dashboard.

• When the user logs in they will land the user on the Dashboard landing page 
• The user is able to open and view any dashboard that is set to public.

Creating New Users

To create or edit accounts you must have Administrator permissions. 

To add To invite a new user navigate to:

• Service Desk → Manage Customer → Manage Users
• Administration → Manage Users

Click 'Invite User', and enter the email address for the new user and select the entity and permissions

In the example below, the business partner, Virsae Direct, is inviting a normal user to 'Virsae Direct'.  Alternatively, they could also invite customer users, by choosing one of their customers from the entity drop-down. 

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At this stage you can also select the option to NOT enforce MFA for this user only.

Tip: If you have more than one new Users to create then select the Invite Another box.

Click on the Invite button to send the Invitation email.Image Removed

• The user will be emailed an invite link, which they must activate in the next 24 hours, before it expires. 
• Their email address is the Login ID
• Once the user has accepted the invite, the administrator can further configure their access and assign them specific roles as needed. 

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Service Partner

The Service Partner feature allows a Business Partner to outsource part, or all of the service management work to another Business Partner. This arrangement could be a full out-source of all work, just an occasional overflow, for geographic coverage, or on a pre-determined time-of-day basis. Time-of-day allows a Business Partner to offer extended hours of coverage, for example customer issues can be attended to 24 x 7 (without having to invoke a call-out) by engaging a SP who is based in another time zone. Time-of-day is invoked only within workflows.

Within VSM, being a Service Partner is an attribute extension to being a Business Partner. A Service Partner cannot create users for a customer that is shared with them using this feature.

To administer or create a user select Service Desk > Manage Customer > Manage Users.

1. To Create a new user, click on the ‘Invite User’ button and then fill in the required details.
   1. An Invitation will be sent to the users email address.
   2. Upon receipt of the invitation the user will need to click on a link and fill in the required details.

• The Username must be the users email address.

• To edit accounts you must have Administrator permissions. Refer Managing Users

Account Settings

Policies around Multi-Factor authentication, password settings, and session timeouts can be configured at a customer level, and applied to all users for by default. 

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These account settings can be over-ridden on a per-user basis by an Administrator by editing the specific user.

Roles and Access

It is possible for business partners to configure which customers, locations, or equipment their users have visibility of, this is configured under 'Manage Roles and Access'.  By default all newly created users have visibility of all customers, locations, and equipment within their entity realm.

Detailed information on configuring custom roles and access can be found under Manage Roles and Access

Managing Users

•  Administration → Manage Users, or 
•  Service Desk → Manage Customer → Manage Users

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• Incorrect password entered more than three times (account is temporarily suspended for 30 minutes), unless unsuspended by an administrator, by resetting a user's account status to when editing the user.
• The customer, or business partners has enabled account suspension on inactivity under account details. 
• Manually suspended by an Administrator. 

Switching Entities - BP only

Sometimes as a business partner, it is desirable to assume the entity of one of your customers.  For example when doing a demo for that customer.

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