Overview

An individual who will use the main Vivantio application to record, manage, resolve and report on Tickets, Articles and Assets is a Licensed User. For further information on Licenses please refer to the Help Article

The most important property of Users is that they can be the Owner of a Ticket, which effectively means the Ticket is assigned to a named individual to progress. 

From this screen an Administrator can identify who is out of the office and who is logged in with the tick boxes to the right of the main User screen:

 

 

Please Note: If you tick the box to make the user an administrator, the user will be able to access the Admin system area and perform all the tasks presented in this Administrator’s Guide. 

Guidance

Navigate to the Admin Area > Setup > User Management > Users

To Add a User:

Click Add

In the Credentials, enter the name of the User to include first name and last name
Enter an email address

Enter a domain login name if you are planning on using authentication via your own servers, click here to find out more. 

Tick the box to enable the Login

Select a License Pool if Concurrent Licenses have been purchased

Enter a password twice to confirm

Tick the box if the user is an Administrator (i,e. will be able to change the configuration of Vivantio)

Tick the box if you need to allow API access, this will usually only be for logins being used in integrations

Add the User's Personal Information if required; this data can also be used as part of a personalised email signature

Add the User to a Groups as required, this will usually be related to the work team/s or group/s that the user is in. Click here to find out more. 

Add the user to a Role as required (if the user does not have any roles they will not have any permissions and will not be able to access any of the functionality in Vivantio). Click here to find out more

Click Save

Please Note: Login Enabled

It is important to ensure the tick box to enable the Login is selected for the user to gain access to Vivantio. 
If the Login Enabled option is selected then the user will be able to log into Vivantio and will use a license. If Login Enabled is not selected, tickets can still be assigned to that user, however, they will not be able to log in and manage their tickets. The benefit of enabling an account is that the user can receive an email when a ticket is assigned to them with all the ticket details. 

To Edit a User:

Tick the box of the User you wish to edit

Click Edit

Make your changes

Click Save

To Change a Password:

Tick the box of the User you wish to change the password

Click Change Password

Enter the new password twice

Click Save

 

Please Note: 

All passwords used need to conform to the following standards:

• Be at least eight characters long
• Contain at least one uppercase and one lowercase letter
• Contain at least one number
• Contain at least one special character from the following list: ! " # $ % & ' ( ) * + , - . / : ; < = > ? @ [ ] ^ _ ` { | } ~
• Your password may also include spaces but cannot start or end with a space

To find out more about Password management please click here.

To Unlock a User:

Tick the box of the User you wish to unlock

Click Unlock

Enter a new password twice

Click Save

 

To Logout a User:

You might choose to do this to free up a concurrent licence.

Select the User you wish to logout

Click Logout

Click OK

 

To Delete a User:

Vivantio recommend you do this when a user leaves to remove their name from the list of users after you have reassigned or closed all their current tickets. Their ticket data will not be altered or on any tickets currently assigned to them.

Select the User you wish to delete

Click Delete

Click OK to confirm the action

 

 

Reviewed: 08 March 2023