This translation is older than the original page and might be outdated. See what has changed.

2. User, role, group and profile management.

Integria Users

Users and groups

One of the most important characteristics of Integria IMS is being able to work with different user groups, and that each group can only see their own data. These user groups can be departments, clients or different companies. This feature is generally known as a Multi-tenant environment.

To apply this, we need to differentiate three key concepts:

  • Group: A group of users who can see and interact with each other ONLY. A group can also be translated as a “department”, “customer” or as “company”, depending on the contextual use of Integria.
  • Profile: a user with privileges, for example: schedule access, or having ticket creation access, or being a project manager.
  • User: a user inside Integria is a user with access to the WEB application. That user has one or multiple groups, depending on the profile assigned. A user can be a project manager in one group and ticket manager in another, or only be a project manager for a single group. A user has nothing to do with a contact (contacts are used in Integria's CRM system).
Features such as Multitenancy and managing permissions, workflows or status maps, 
are only available in the Enterprise edition. 

Given the fact that each feature in Integria (ticketing, projects, wiki, etc.) is distinct from the others, managing and profile implications in one or another case vary enormously. This means that the access profile to a ticket or a project are quite different. This is explained in further detail in the section on configuring User permissions.

Users

In order to add people to the projects, tickets, etc., they must be authorized as Integria IMS system users. Every user may have a different profile in different groups (ticket management for a company, participant for a project, etc.), and thanks to these profiles the user will have certain privileges over the system and the characteristics of Integria where assigned. Users can belong to different groups and have different roles in each of them, as mentioned previously, they can be responsible for tickets in company «A» and participant in a project for company «B».

In the Users menu everything related to users can be managed, from viewing to editing them, seeing the hourly reports for the user, their assigned tasks, roles, existing groups, etc. This section has different sub-sections, some visible only to the administrators or «chiefs» in the group, others are visible to all users. Some sections will allow performing certain functions and the credentials for the active user.

"My User" menu

Modifying a user

In the first submenu there is an option to modify user properties. Here we can change our own username, email, password, etc. We can't change our “user_id” or short username, since it's the only thing we are not allowed to modify.

The user's language “ignores” the globally defined language, this means that if the user defines their own language, that one will be used instead of the system language.

This is a view of the configuration screen for the user itself:

Some fields are informative, like user ID and # of total open tickets.

Individual work units

Add individual work units, including data on time taken, task and role, and for verifying time taken on specific tasks.

doc1.jpg

WU (WorkUnit) report

This option only appears if you have access to the project system. Shows a monthly calendar with hours assigned to the user. This allows us to see WUs assigned to tickets, along with their duration and the WUs assigned to the projects, all in different colors.

Example of a WU report with project hours

Example of a WU report with ticket hours

In case of workers working in shifts, or outside office hours, they'll appear in an alternative color.

"User Report" Menu

On the side menu for User reports, there are various available sections:

  • Complete report
  • Monthly report
  • Annual report
  • Vacation calendar
  • Custom reports
  • Report scheduling

Each of the sections presents reports based on the chosen visual options, and within them there are links that allow the viewing of reports in both graphic and calendar modes.

Complete Report

In the Complete Report section of the side menu, the user activity on every project is shown. The spreadsheet contains the following information:

  • Project: Project name
  • User hours: amount of hours the user has inputted to the project.
  • Total project hours: Total hours inputted into the project by all users.
  • %: Percentage that represents the user's work.

NB. It's possible to click on the project name to redirect straight to its description page.

In the checkboxes at the top of the form you can select a different user and/or date. The default value for this will be the connected user and the current date.

Monthly Report

In the Monthly Report section of the User Report side menu each user's activity is visible. The chart includes the following fields:

  • User ID:user identifier.
  • Report: work hours: a link to the detailed view of the user's hours.
  • Calendar view: link to the user's calendar view.
  • General graphic view: pie chart with the hours represented in portions.
  • Total hours for this month: total hours inputted during the current month.
  • Monthly invoices (total charged): total amount of funds that can be inputted to the current month.

It also includes a checkbox where you can switch to another month.

Example of a monthly graph view

Annual Reports

In the annual report section from the user report side menu a calendar with user activity during an entire year is shown. On the calendar vacation, work and ticket days are highlighted. The annual calendar allows the user to know the number of workunits assigned that day. Hover the cursor over the day to get the number of work units assigned, or click to be redirected to a detailed view, which acts as a drill-down.

The monthly report for a user can be accessed by clicking the corresponding month.

There is a choice box where you can scroll through users if you have the privileges.

Vacation calendar

In the Vacation Calendar section of the side menu, a calendar is shown with the vacation dates corresponding to users. Vacations are added as a spare WorkUnit.

Custom Reports

In the Custom Reports section of the side menu, a list is shown with all the previously created custom reports. From the list, each report can be viewed via the browser, or downloaded in .CSV or .PDF format. Reports are created using an SQL sequence, meaning it's necessary to know the layout of the database.

Scheduling reports

In the Scheduling reports section of the user report side menu a list is shown with previously created scheduled reports. From the list, each report can be downloaded in PDF format. Remember: reports which appear will be automatically generated and sent to the designated e-mail address.

In the creation form some fields will have to be filled out:

  • Name: report name
  • Designated email: the address that receives the report.
  • Length: configure the period the report will cover.
  • Interval in days: Days that pass between deliveries.
  • Report type: as its name states, it's the type of report submitted. Certain types of reports have associated subtypes which can be seen when selecting said reports.
So that reports can be added correctly as an attached file Integria IMS's server IP address must have access 
to the API. You can add the server IP in the general configuration.

User management (as an administrator)

From the “User managment” section you can perform all management tasks related to users: manage users and their details (add, edit and delete), manage roles and profiles, and also manage defined groups.

When it comes to creating or modifying a user, there are various fields in the form:

In this form you can enter any type of user information:

  • User ID: User name or identifier. This information cannot be changed once it has been created, not even by the administrator. It can be an email or any combination of letters and numbers.
  • Activated: if this user has access disabled, he or she cannot be used as an addressee for a ticket, project, or others. Projects/tickets that the user is included in maintain their status.
  • Enable login: this is meant for valid users that cannot enter the system, but that can be manually assigned by another user as part of a ticket, project, etc. If deactivated, the user won't be able to access the Integria interface, but he or she will be able to receive, for example, email notifications on tickets and/or projects.
  • Real name: user's real name.
  • Employee #: generally an internal company code that identifies the user.
  • Password: user password. Requires two-step authentication.
  • Email: user's email address. This email will be used for all automatic notifications that are sent via email. Check that the address is the correct one. It mustn't contain spaces or invalid characters. Only one address can be inputted.
  • Image: user image. This image will act as an “avatar” on different screens.
  • Telephone: user's phone number. Informational only.
  • Location: optional field that indicates where the user can be found.
  • Company: optional field. It uses the companies defined on the CRM to assign one to a user. It's useful to see which company the user with a ticket view belongs to.
  • Global profile: type of user profile -standard, external or administrator. The standard user will stick to established permission roles. The “external” profile means that the user can't work “in a group” on the ticketing system, which means that they can only see the tickets open in their group, even if the group was created by another user. A “normal” user, nevertheless, can see the open tickets for their group, even if the group was opened by another user. The user can make annotations (WUs) on the group's tickets.
  • Language: The interface language the user has on Integria IMS. This language customizes the user experience, allowing each user to see the interface in his or her own language, disregarding the language established on the system at a general level.
  • Total number of tickets: informative field on how many tickets a particular user has opened.
  • Comments: informative field.

Once you have finished introducing data, press the “Create” button. New options will appear underneath the “Comment” field, where you'll be able to add:

  • Available group(s): groups to which a user can be added.
  • Profiles: profiles available for groups.

To edit any user, as long as permissions have been established, you can click on the name or user ID. A user editing form will appear which allows you to modify all fields in the user form. Note: these two categories define user priveleges for each group.

Managing Roles

Roles are the functions a specific user can perform and their related costs per hour. They're necessary to calculate the real cost for a project, based on the hours inputted by project participants. Integria IMS has a wide range of predefined roles:

  • Project manager
  • Systems engineer
  • Junior consultant
  • Junior programmer
  • Senior programmer
  • Analyst
  • Senior consultant
  • Support engineer

Each role has a cost assigned to it, which will be applied when a user with that role registers hours on a project, ticket, or otherwise. This is mainly for service outsourcing, where knowing the related costs is advantageous.

The only important role that can't be deleted is “Project Manager”, since that user is the one who gives management “permissions” to a project, if the user has a project manager role.

From the “Role Management” section, you can edit, add and delete roles.

Importing users from a CSV file

A CSV file is a document that can present data in a spreadsheet format. The columns are separated by commas and rows are separated by line breaks. Our CSV file will have the following format:

id_usuario,password,real_name,email,telephone,description,disabled,id_company,
simple_mode,num_employee,enable_login (without commas)

Example file:

alberto,1234*xcf,Alberto Garrido,[email protected],91345678,Gestor de cuentas,0,12,0,123,1
juan,348x*13,Juan Rodriguez,[email protected],914543210,Gerente de canal,0,12,0,124,1

In the other fields they can't be added automatically. Via the interface you can choose options to import with the user.

Groups

Groups are intended to consolidate a set of activities or companies the user can belong to. They're strictly related to profiles, meaning a user from the customer support department can be in company «A» with a “senior consultant” role assigned, and at the same time be in company «B» as a “Support Engineer”, and can be assigned to a third group or company as a “Project Manager”.

Used in conjunction with profiles, groups are designed to be flexible in their applications; as separate clients or departments (development, support, management), or as required. Each group can be segmented by user, and close control over visibility and privileges always maintained.

Group management

This option is only visible to users with a management profile.

Tickets will always be associated with a group. It is possible to define in the groups a default user to whom tickets will be assigned when they are created and associated with the group in question. Later, the user will be able to scale the tickets to anyone within their group, although the user must be configured with the necessary permissions to do so.

In the Group Management section found in the User Management you will be able to add, edit and delete groups. By clicking on any group, you can access the edition form:

By clicking on Create Group we can add a new one, for which a form will appear with the following fields:

  • Name
  • Force mail: activates or deactivates sending tickets to the user group inserted in the email group (Only for Enterprise edition).
  • Parent: group in which its included as a “child”.
  • Icon: icon or image for the group.
  • Banner: in case you wish to add a banner type image to the group. This banner will appear instead of the site's logo, which is usually set as a heading on the top left hand side. It's a common way to customize the interface for each group.
  • Default User: default owner of the new tickets in this group.
  • Language: default language for the group.
  • Ticket “soft limit”: for users in the group, it is the maximum number of open tickets for a group in the last year. For external users, it is the maximum number of tickets created by that user for that group in a year. In both cases, it is informative. You can continue to create tickets for that group.
  • Ticket “hard limit”: for users in the group, it is the maximum number of tickets of a group in the last year, regardless of their status (tickets that are open or closed will be counted). For external users it will work in the same way but they will be counted individually, having their own “hard limit” for each external user and group. In both cases, it is restrictive, so new tickets cannot be created for this group once the limit has been reached.
  • Force the “soft limit”: If marked, the system won't allow the creation of new tickets.
  • Default inventory object: object associated by default with the new tickets in this group.
  • Ticket SLA: this will be the SLA applied to tickets in this group.
  • Email group: allows adding email addresses that are part of the group. These addresses will be notified when changes are made to the tickets in the group.
  • Email from: email address that will appear as sender of the emailed notification.

To edit any group, as long as the user has permissions, the group name or identifier can be clicked and an editing form will appear, allowing the user to modify all the group's fields. To be able to manage mail queues it is necessary to have an account configured in the Mail Settings section. Integria uses this account for email ticket management.

Email queue management

They are used for the creation and management of tickets by email. This is an Enterprise feature of Integria IMS. To be able to use this feature it is necessary to have a mail account configured in the “Mail Settings” section of the console's general setup. Integria will use this outgoing account for email ticket management.

The configuration parameters for email queues are the following:

  • Autocreate users: automatic creation of new users in the system when an email is received.
  • Grant user access: allows the access for new users so they can enter the application using their username/password.
  • Send welcome email: sends a welcome email upon the creation of a new user.
  • Default status: status with which the ticket will be created.
  • User type: type of user that will be created automatically.
  • Default company.
  • Default user profile: the profile indicated will be associated with the new user for the corresponding group.
  • Default ticket type.
  • Email queue: emails sent to the email addresses specified in this section will be used for the creation and updating of tickets. Integria uses the account configured in the mail setup, so the addresses that we put here must be the same addresses or aliases that we define in the mail server itself. This field allows you to configure several addresses or regular expressions, one in each line. For example:
[email protected]
.*@otherdomain.com

With this configuration, all emails that reach the address [email protected] and all those with the format [email protected] as for example: [email protected], [email protected], etc. will be used for the management of tickets by email using the defined parameters.

  • Welcoming email: sends a welcome message to all new users when an account is created. This text field accepts the following macros:
    • _password_: this macro will change for the default password assigned upon user creation.

For more information about email queue management, please refer to the section: Ticket management via email.

If in the field “email notification” you choose the option “use default notifications”, the general options in the incident setup will be taken into account. If, on the contrary, you choose the option of customizing them, these are the fields that can be modified:

* Send email for each ticket creation * Send email for every ticket closure * Send email for each ticket status update * Send email for each ticket owner update * Send email for each ticket priority update * Send email for each ticket group update * Send email for each update of any ticket field * Send email for each Work Unit * Send email for every attachment * Send email for each validation of part of the work

Profiles and users

The Enterprise Edition of Integria IMS allows linking information per user on which profile they have in each group. This can be set up in the user management (Enterprise edition). This allows specifying which access permissions they give to each user in each section or data set.

User types

Summing up what was previously explained, we can say that Integria has 3 types of users:

  • Super administrator: has permits and access over all sections and can see all the information available on the tool.
  • Grouped user: users that have groups and profiles assigned. They can only access and see the information for each assigned group, for each specific profile they've been appointed with.
  • Isolated user: they can only access the Tickets and Wiki sections. In the ticket section they'll only be able to see the tickets they've created. This user type is quite useful for opening support in a way that's simple.

Flag charts for ACL

Profiles are made from access “flags”. In this section we'll define what enables each ACL flag in each section.

Projects

Access Bit
PR View project allows users to view the project information he or she is assigned to.
PM Manage project allows creating and modifying project groups.
the managing role for the project can perform any task on the projects in which he or she has that role assigned, as well as in project tasks. Apart from this, users with this managing role can delete projects.
  • Project owner: Has the same permissions as the project manager.
  • Managing user: can perform all the previous actions on any project or task unrestrictedly (depending on the availability all these have in the interface).|
In the projects' ACL system, subtasks inherit the permits from parent tasks. This means if a user can modify a parent task, then he or she will be able to modify subtasks as well. 

Incidents

Access Bit Standard user External user
IR View tickets Allows access to the Incidents section and the user will be able to interact (view the information, add workunits, upload files, etc.) with the tickets, according to the following conditions:
Those who belong to the user group(s) In which the user is the owner as well
Those in which the user is the owner In which the user is the creator
Those in which the user is the creator In which the user is the editor
Those in which the user is the editor In which the user wrote a workunit
Those in which the user wrote a workunit
IW Edit tickets allows users to create new tickets and edit (change group, change status, assign other users, etc.) existing tickets. Editing is only available for the user that is the owner of the ticket.
IM Ticket management allows: deleting tickets, manage incident types, and manage SLAs.
SI Scaling tickets allows assigning tickets against a group for which we don't have access.
  • Administering user: can perform all the aforementioned actions without restrictions (depending on the availability they have on the interface).

Quality control

Access bit
QA Quality control allows assigning or removing “medals” from tickets.

Knowledge base

Access bit
KR View KB displays the articles available in the knowledge base.
KW Edit KB allows creating and editing articles in the Knowledge Base.
KM Manage KB allows deleting articles from the Knowledge Base.

Files

Access bit
FRR View files shows files uploaded to Integria.
FRW Edit files allows uploading files and updating preexisting files.
FRM File management allows deleting files.

Inventory

Access bit
VR View inventory allows access to the Inventory item section and displays their information according to the following conditions:
Those in which the user is owner
Those that are classified as Public
If it has a related company, according to users assigned to said company
If the user is linked
VW Edit inventory allows creating new inventory items and editing existing items
VM Manage inventory Allows:
Inventory item deletion
Inventory type management
SLA management
  • Administering user: can perform all the previously mentioned actions unrestrictedly (depending on the availability these have in the interface.|

Reports

Access bit
RR View reports Allows viewing reports and their corresponding data.
RW Edit reports Creates and modifies reports.
RM Manage reports and folders erase and manage both reports and report folders.

Wiki

Read and write permits for the Wiki page are defined on each page of the same. By default all pages are accessible and editable by all users. You can see how to modify these permits in the section on read/write permissions for the Wiki.

Access bit
WR View Wiki Displays the Wiki page
WW Edit Wiki Allows editing and creating Wiki pages
WM Wiki management Allows modifying, deleting and assigning users to the Wiki

CRM

The CRM has a particular way of working in which groups are not taken into account, only the company to which the user belongs and the profiles that he or she has in any of the groups. The main method of restricting access will be the hierarchic relationship between companies. This way, if someone has access to a company, he or she also has access to all “subordinate” companies, except for external users who can only see their information. This means that you would only see your companies and the companies subordinated to it.

Companies

The basic flags for company management are the following:

Access Bit
CR View CRM Displays information about companies that you have access to.
CW Edit CRM Allows users to create and edit the companies he or she has access to.
CM CRM Management Allows deleting companies a user has access to.
CN Newsletter Allows creating and editing newsletters
  • User with access to a company: a user has access to a company if he or she is linked to it, is the owner, or, if the company is subordinated to another company the user has access to.
  • Administrating User: can perform all actions for any company group.
In the company ACL system permits are inherited from parent companies. 
This means that, if a user can modify the parenting company, he or she can also modify subordinate companies. 

Roles

Access Bit
CM CRM Management Allows creation.
  • User with access: Will only have access if assigned a CM profile.
  • Administrating user: can access roles for any company.

Invoices

Access Bit
CMCRM Management Displays and allows modifications over company invoices.
  • User with access to company invoices: if the user is the company owner or has a CM profile assigned.
  • Administrating user: can access the invoices for any company.

Contacts, Files, Leads, Activities, Contracts

Access Bit
CR View CRM Displays information on items the user has access to.
CW Edit CRM Allows editing on the elements to which the user has access.
CM CRM Management Allows deleting elements that the user has access to.
  • User with access: a user has access to contacts, files, activities and more, from a company he or she is associated with, owns, or is subordinated to another parenting company the user has access to.
  • Administrating user: can perform all actions on any company.

Planner

Access Bit
AR Read planner Displays the information from the planner
AW Edit planner Allows adding and editing items on the planner
AM Manage planner Allows deleting items from the planner

Integria Management

Access Bit
UM User management Allows creating, editing and administering user profiles
DM Database Management Access to the database console and SQL query execution.
FM Integria management Access to configuration and management options for the program.

Integria Documentation