Users - Instance

Under Users in an individual instance, you can choose how you want to add users to the instance from the ESM Directory. You can add users by setting criteria or import all users in your organization.

You can also manually add new users or associate organization users with your instance depending on the user management settings in your ESM Directory. Learn more here.

Add Users Manually

Click New, fill out the user information and click Save.

The Display Name and the Primary Email you provide will be searched across the organization for similar names or email addresses. If the user you are adding comes up in the search results, you can simply associate the user with the instance.

You can add new users from within the request form as well.

Add Users by Criteria

If you import users by selecting criteria, user profiles matching the set criteria will be automatically moved into your instance. For example, if you have set the criteria as "Department" "is" "Administration", user profiles with the department as Administration will get added into your instance.

This addition will happen even when users update/modify their Department. Similarly, when users change their department to something that does not match the instance user criteria, they will automatically be removed from the instance. This is applicable for Site as well.

Import All Organization Users

Organization users can be imported from ESM Directory to instances. You can import all organization users, specific users, or users based on one or more matching criteria.

By default, new users who are added to ESM Directory are also added to the default IT Helpdesk.
Importing users from ESM Directory is available only for instances other than the default IT Helpdesk.

To import users:

Go to the preferred instance and navigate to Admin>>Users>>Users.
Click Modify User(s) List and do one of the following.
- Import all users from the ESM Directory:

Click Associate All users in the Organization.
Confirm the browser prompt and click Import.

Import users matching criteria or specific users from the ESM Directory:

Click Select users by criteria.
Add one or more criteria by choosing the preferred field (site or department), and condition (is or is not), and an appropriate value.
To include users irrespective of the chosen criteria, click the Include users combo box or the icon against it and select preferred user(s) and click Add to List.
To exclude users irrespective of the chosen criteria, select Exclude users and then click the respective box or icon and select preferred user(s), and click Modify Exclude List.
Finally, Import.

You can also import specific users without any criteria by populating only the Include users field and leaving the Matching Criteria field blank.

The excluded users combo box also shows the users who are imported based on criteria and then removed from the portal. You can manage excluded users anytime by clicking Modify User(s) list and then invoking the Exclude users combo box.

Deleting/Removing a user

In ESM-enabled setups, users can be deleted only from the ESM directory. However, you can remove users from specific instances, except the default IT helpdesk instance, without removing them from the organization.

To delete a user from the organization:

Go to ESM Directory>>User Management>>Users.
Select one or more users and then click Delete User(s) from the Actions drop-down menu.
Review the associations of the selected users and then click Proceed to Delete.

To remove a user from a specific instance:

Go to Admin>>Users>>Users.
Select one or more users and then click Remove From Portal under the Actions drop-down menu.

This option is not available when the criteria are set as "Associate All users in the Organization".

This operation does not remove the users from the organization.

The removed users will be added to the exclude list if they were imported based on criteria. You can access the exclude list anytime by clicking the Modify User(s) list and then invoking the Exclude users combo box.

Users who were imported without any matching criteria and then removed will not be added to the exclude list.

Editing Users

You can only edit some fields of users from under an instance. These fields include, Business Impact, Cost Per Hour, Associated Groups, Project Roles, Requester allowed to view. You can also edit the additional fields which you have already added. You can grant Service Approver and Purchase Approver permissions to users from an instance as well.

Note: The greyed-out fields can only be edited by an OrgAdmin under the ESM Directory. User/Technician additional fields (Global additional fields) added from the ESM Directory cannot be edited from instances. Users cannot be deleted from an instance.