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:
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.
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.
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.
Add individual work units, including data on time taken, task and role, and for verifying time taken on specific tasks.
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.
On the side menu for User reports, there are various available sections:
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.
In the Complete Report section of the side menu, the user activity on every project is shown. The spreadsheet contains the following information:
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.
In the Monthly Report section of the User Report side menu each user's activity is visible. The chart includes the following fields:
It also includes a checkbox where you can switch to another month.
Example of a monthly graph view
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.
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.
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.
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:
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.
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:
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:
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.
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:
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.
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)
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 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.
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:
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.
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:
[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]herdomain.com, [email protected], etc. will be used for the management of tickets by email using the defined parameters.
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
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.
Summing up what was previously explained, we can say that Integria has 3 types of users:
Profiles are made from access “flags”. In this section we'll define what enables each ACL flag in each section.
|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.|
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.
|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.|
|QA||Quality control||allows assigning or removing “medals” from tickets.|
|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.|
|FRR||View files||shows files uploaded to Integria.|
|FRW||Edit files||allows uploading files and updating preexisting files.|
|FRM||File management||allows deleting files.|
|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|
|Inventory item deletion|
|Inventory type management|
|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.|
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.
|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|
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.
The basic flags for company management are the following:
|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|
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.
|CM||CRM Management||Allows creation.|
|CM||CRM Management||Displays and allows modifications over company invoices.|
Contacts, Files, Leads, Activities, Contracts
|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.|
|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|
|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.|