Creating a new user
A user in Deepser is an individual who interacts with the system, utilizing its features and functionalities.
To create a new user in Deepser you will need to go to the menu System -> Permissions -> Users(1)
In the screen that will open, you will need to click on the “Add User” button(2)
At this point, the following screen will open:
| Field | Description |
| Avatar | Profile picture of the user. |
| Username | Username of the user, this will serve to log in, this is a mandatory field to create and in addition this field must be unique within Deepser. |
| Firstname | The name of the user. This is a required field |
| Lastname | User’s lastname. |
| User’s email | |
| Password | Password of the user, note that this field is always white because the user’s password is not stored in a database format that is invertible, consequently the field remains unvalued by default even if the user has a password set, except when changing the password itself. In case of changes to this field when saving the user Deepser will automatically update the value of the password present in db. |
| Password Confirmation | Confirm the user’s password, like the previous field, this is also not valued except when changing the password itself. |
| Role | The role of the user, depending on the role the user will have different visibilities on the various parts of the product. For example the Users role, who by default sees only the End User Portal. The roles of the users will be deepened in the dedicated Lesson, click here to go to the corresponding lesson. |
| Active | Indicates whether the user is authorized to access Deepser. If the value is “Active” the user will be enabled to access, if the value is “Inactive” then the user will not be authorized to access Deepser. |
| Startup Page | This field indicates which is the default page to which the user will be redirected after logging in. |
| Local | Indicates the language in which the user visualizes Deepser interface |
| Timezone | It indicates the time zone associated with that user, it is important to indicate the correct time zone so that Deepser can correctly set the format of the dates in notifications and date fields. |
| Company | The company field indicates which company the user belongs to, this field is very important since Deepser companies are one of the key elements in visibility management. The companies will be analyzed in the following lessons, click here to go to the lesson on the companies. |
| Additional Companies | Additional companies indicate to the data of which other companies the user will have access. This topic will be deepened in the lesson on company, this field will be selectable only after the user has been saved at least once |
| Is Supervisor | This field indicates whether the user will be a company supervisor. A company supervisor will have the ability to view and modify the tickets created by the users of his company |
| Company Visibility | This field indicates if the user will have limited visibility to Company Data |
| Portal CMDB Visibility | This field indicates if the user will see the cmdb in the user portal. |
| OTL Token | This token if passed as a parameter (token) in the url of the request (query string) allows you to access Deepser without logging in. Note that the setting of direct access by token is by default disabled for security reasons, in addition for security reasons this token has validity of only one use, after which it is automatically reset by the system, this is done to avoid data theft. |
| rp_token | This token is used to reset a user’s login credentials. This is a system field, at the operational level there is no use for this field. |
| LDAP SSO Identifier Field Value | A system field used to map the correspondence between users from AD and those from sso |
| API Token | This is the “Barer Token” for access to Deepser’s A.P.I. (Application Programming Interface) To go to the course Deepser’s A.P.I. click here |
| Empowered | Indicates if the user is an Empowered user, Empowered users are end users who are not limited to seeing only tickets for which they are requesters or whose company is the requesting company. |
Once you have filled in the fields, you will need to click on the “Apply” or “Save” button.
Add the user directly in a group
After you have created the user you can add it directly in a group by going into the ‘’Groups’’ tab(1) and clicking Add(2).
In the following screen that will open, you will have to check the group(s) that you want the user to be added to(1) and select the action add and then submit it(2).
Then you simply have to close the window and the groups the user is included in will be shown in the “Groups” Tab.
Creating a user from an operation
Another way to create a user is directly from an operation(ticket). To do so go to the Service(1) Module and afterwards go inside a ticket.
To create a new user you have to click on the user+ icon at the Requester fieled(2) and a window will pop up. All you have left to do is fill out the necessary fields explained at the table above.
Another case is when the ticket is created with an email, without a user, like this.
All you have to do is click on the user+ icon at the Requester Field and at the window that will pop up, the email field would be automatically filled for you, so you have to complete the rest of the fields.
Note: On user creation, the default role will always be “Users” (in “Role” field), which identifies an end user. Remember to change the role according to your needs. You can check available roles here.
Create a user from CRM Contacts
To create a user from the CRM Contacts, you will have to go to the CRM module and then Contact (1). At the page that will open you have to click on the Add Contact Button on the top right of the screen(2).
Then you have to fill out the fields of the Contact Data.
The meaning of the fields is as follows:
| Camp | Description |
| Name | Name of the Contact |
| Surname | Surname of the Contact |
| Salutation | Allows you to Pin the greeting with which Refer to the contact (e.g. Lady or Miss) |
| State | Enable or Disable L Account |
| Department | The Department to which the Contact belongs |
| Qualification | The status of the Contact |
| Manager | Allows Specifying a Contact Manager |
| Source | Indicates the source from which the Lead was generated |
| Rating | Customer Account Satisfaction Level |
| Associate user | Allows Associating Contact to a System User on Deepser |
| Task | Task Related to Contact |
Afterwards you have to complete the information of the user at the Contacts tab and fill out the fields.
The meaning of the fields is as follows:
| Camp | Description |
| Email of the Contact | |
| Telephone | Number of Fixed Telephony |
| Mobile phone | Number of Mobile Telephony |
| Fax | Fax of the Contact |
| Address | Address of the Contact |
| City | City of Contact |
| Province | Province of Contact |
| CAP | Cap of the Contact |
| State | State |
After you have saved the newly created contact, you have to Sync it to a user. You have to go inside the contact and click on ‘Sync User’ on top right of the screen.
