Managing Users

NOTE: If you need to create a large number of users (> 30), please reach out to SupportLogic Support or your Customer Success Manager as they can help with bulk user creation.

You have the ability to restrict access to certain features and functions user by user. The workflow below steps through the process to take advantage of the most essential configuration options for new user creation:

1. Configure the scope of data that you will use to restrict users based on things like geographic location, product line or certifications
2. Modify or create new User Profiles
3. Edit the Profiles to turn on or off certain tabs (and menu items) in the user interface
4. Establish user Privileges (which features you will enable / disable per profile)
5. Create the User Accounts
6. Configure each User Account based on the Established Profile Privileges

Create New User Workflow

Select Settings > Scope > Case fields allowed in Scope settings.

3. Then select User Profiles under Settings

4. You can duplicate an existing profile, create a new one or modify an existing one (not recommended)

5. To use the criteria identified previously, select Edit Scope next to the profile name

6. Unselect All case and modify which case data will be allowed in scope for this profile

GLOBAL > USER PROFILE (edit mode)

In order to modify the tabs visible for a particular User Profile, do the following:

1. Update your own User Profile under Control Center > Manage Users
2. Select the Profile you wish to modify
3. Then edit that profile by choosing Edit Profile under your account icon in the upper right-hand corner

CONTROL CENTER > MANAGE USERS

The last step of the process is to invite users and turn on or off specific application features for each user created. Features are not tied to Profile or Role and need to be set for each user created. We recommend reviewing the features first and listing those that are appropriate for each Profile in advance of the last step.

To help you plan out the user permissions, please check out the User Permissions Guide article which provides a comprehensive list of user permissions, what they impact in the application and typical roles they apply to.

Now that all of the structures are in place for you to add users with specific access to the SupportLogic application and set the scope for these users, you can add them under Control Center > Manager Users. To do so:

1. Enter the user's email or Slack handle (if you are integrated with Slack)
2. Select the appropriate User Profile and select Assign profile
3. Copy the generated password (you will need to provide it to the new user)
4. Turn on the appropriate permissions you documented for this particular profile
5. Send the user an email or Slack message and paste the generated password into that communication for the new user
6. Repeat this process until all users have been created

Hovering over the "i" icon at the top of each column provides you a quick summary of the permissions. However, you can also check out the User Permissions Guide for a more detailed set of explanations.