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VSM has two tiers of user management
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- Business Partner Users
- Customer Users
Where a customer does not have a business partner, the Business Partner is Virsae Direct.
Permissions
Permissions
There are three permission options:By default users have two levels of permissions
- Administrator
- Normal
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- 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 (business partner) 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.
- The user will be
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- 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.
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.
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.
Account settings are configured under Service Desk → Manage Customer.
Password Policy
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Dashboards and existing remote access sessions are exempt from this session.
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Suspend account on Inactivity
This setting is disabled by default.
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The maximum value is 120.
Once suspended only, a user's account status , will change from active to suspended. The user will no longer be able to log on. To re-enable the account, and an administrator , must edit the account and reset to active.
Multi-Factor Authentication (MFA)
Enable Multi-Factor Authentication
Multi-factor Enabled will force one time code based MFA on all users, unless they are specifically excluded from this on their user profile.
Any user without MFA will be forced to set this up on their next Login.
Information on setting up MFA can be found here...
Allow MFA 'Remember Me'
This setting allows users to skip entering the MFA one time code the next time they log on. This only takes effect on the machine and browser the Logon used, while the cookies are persisted.
Over-riding account settings
These account settings can be over-ridden on a per-user basis by an administrator Administrator by editing the specific user
Managing users
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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
If you are an Administrator then it is possible to: The following actions can be done under Administration → Manage Users:
- Reset user password
- Change user password
- Update user account details
- Over-ride customer account policy settings
- Update user details
- Update permissions
- Suspend/Unsuspend user accounts
- Delete user accounts
- To Edit an existing user, click on the Full Name or select View
- User details are presented
- Select the Edit button and amend fields. Then select Save.
- To Delete an existing user, click on the …More menu next to the user name and select Delete from the menu options:
- A Confirm Delete popup is presented
- Type the word ‘delete’ to confirm and select OK.
- To Reset a Password for an existing user, click on the … More menu and select Reset User Password from the menu options:
- A Confirm Reset Password popup is presented
- An email will be sent to the user with instructions to reset their password once the OK button has been selected.
- To edit accounts you must have Administrator permissions. A normal user can view account details and edit some details of their own account.
- Use Edit to Suspend an account. Change the account status to Active to unsuspend.
Account suspension
Accounts may be suspended due to:
- 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 another customerone of your customers. For example when doing a demo for that customer.
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To switch back to your default entity, click edit profile, and click 'Reset Account' at the bottom of the page
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