Managing Users

1.        Click the Users tab.

There are three User types.  All users of the system can create incidents and conduct remote support sessions.
 

Administrator – the owner of the account and is the individual that registered the trial account or is paying for the I’m OnCall license. The Administrator can add users to the system and can see all users created.

Supervisor – created by the Administrator and typically has help desk operators working for him. A Supervisor will see their own user profile and has the capability to add Technicians to the system and to view the profile of those already created by them.
 

Technician – created by either the Administrator or Supervisor.  A technician can only see their personal profile and is restricted to changing their Password.
 

2.        Adding Users

To add users, click the Add button and then input the profile of the user that you wish to create. Click Save to save the new user information.




Once the new user has been created, you will see the presence of a Photo button within the users profile.



Click the Photo button if you wish to load a photo of the technician. This photo will be displayed to customers during remote support sessions handled by this technician.


Click Browse to search for the technician’s photo on your PC and then click Add once the photo images file location has been found. Click Close to save the photo image and  return to the Users screen.
 

3.        Managing Users

When Supervisors and the Administrator login to I’m OnCall and select the Users tab, they will see listed in the users list, all users that they have the ability to manage. Select any user to see their profile. While a user is selected, Supervisors and the Administrator have the option to:
 

a.        View the current Status of the User:

                                                        i.      Logged Out

                                                       ii.      Logged In

                                                      iii.      Suspended – user has been denied access to I’m OnCall

                                                     iv.    Active – is currently handling an incident

                                                      v.      Active in Session – is currently handling a remote support session

b.        Update the user profile – by changing the users profile information and then clicking “Save”

c.        Re-assign the user – technicians can be re-assigned to new Supervisors by changing who they report to, using the  “Reports to” button

d.        Remove the user – click the “Remove” button. This action will permanently remove the user from the system.

e.        Suspend the user – click the “Suspend” button. This action will log the user out of the system, free up an I’m OnCall license, and block the user from being able to login. Once a user has been suspended from system access, they must be activated again by clicking the “Activate” button that will show when this user is selected.

 

Technicians that click the Users tab are restricted to the viewing of their personal profile and the ability to change their password.

 

4.        Re-assigning Incidents to a different technician

In the case of a customer escalation or having to re-assign workload, a technicians Supervisor or the Administrator can re-assign an open customer incident. This is accomplished by clicking the Incidents tab, viewing Open Incidents, selecting the specific customer incident in the list. From the Details of Incident section of the screen, select from the Technician selection drop-down box, the technician that you wish to become the new owner of the incident.  Click Save to confirm your change.