Create users

In addition to the default Admin user, NetSupport ServiceDesk provides three other account types.

ServiceDesk Operator

At the point when you create your company/departmental structure, you are mainly concerned with those users who will be assigned items. A department flagged as technical will generally have contacts within it that need at least ServiceDesk Operator permissions.

Operator

Operator status enables you to create third-party support organisations within NetSupport ServiceDesk. This type of user can have items assigned to them but cannot log on and use NetSupport ServiceDesk. It does not count against your licence limits.

Normal user

End (normal) users can add themselves to the database when they first log on to NetSupport ServiceDesk; the system recognising that the user's email address does not currently exist. By default, they are given basic permissions in order to log their problem. An Administrator or ServiceDesk Operator with appropriate permissions can edit the user information if these rights are not sufficient.

To create a new user

  1. Select the Admin tab and click the Users icon in the toolbar. The current Tree view appears.

  2. Click New User in the toolbar. The New User window is displayed.

  3. Enter the user's details (fields marked with an * are compulsory).

    If you are using Windows authentication to log in to NetSupport ServiceDesk, you must enter a Windows login for the user.

    Select the type of user account from the drop-down list.

    You can restrict ServiceDesk Operators' access to certain items by clearing the Show All Incidents on Menu option. This ensures that the Operator can only deal with items assigned specifically to them or their department.

  4. Click Save.

  5. The new user is added to the Tree view.

  6. With the new user record selected in the Tree view, apply the appropriate preferences and permissions.

    Note: You can set multi-factor authentication for individual users in the General tab and see if this is configured (you can remove the configuration if required).

See also:

Create a new company

Create a new department

Multi-factor authentication