Configuring User Accounts

Configure the user accounts to set up contacts, contact types, groups, special handling types, LDAP data authentication, and communication.
An important part of establishing a working service desk is defining the users who are going to access it. In CA SDM, users are named
, and you can perform several tasks to set up and manage them:
  • Set up contacts manually.
  • The Organize contacts into groups that define areas of responsibility.
  • Create contact types to organize your CA SDM contacts into logical groupings.
  • Import LDAP user information into a CA SDM contact record.
  • Assign a contact to a role to define the accessible system functionality.
  • Assign a special handling type, such as Very Important Person (VIP), to a contact.
Contact Definitions
Everyone who uses CA SDM must be defined as a contact. The contact record of a user defines the user information that the system needs as follows:
  • Basic Identification
    Defines basic identification, such as the name of a user and contact type. The Contact name is used as the primary identifier when selecting a contact or filling in contact information in other contexts.
  • Login
    Defines login information, such as the user ID and in some cases, a PIN field to use as a password that verifies the user upon login. The user ID is used to identify the user in the contact table for authentication purposes and for determining the access types assigned to the user. Depending on your security configuration, another field such as the contact ID, can be specified as the PIN field. The user can use the PIN as login password.
  • Security
    Defines the access type that is assigned in their contact record or by a default access type, depending on how you set up the security for your system. In addition, the access type of a user can be assigned based on their membership in an LDAP Directory group.
    The user access type determines all aspects of security, including authentication, web interface they can view, and what product functionality they can access.
    Security management is a feature of the web interface.
  • Service Type
    Determines the level of service a user receives. A service type defines the level of service a user can receive. The Service Level Agreements (SLAs) are negotiated with CA SDM customers. Service types serve as the mechanism for CA SDM to implement SLAs. As an Administrator, you can use service type to set up SLAs using the web interface.
  • Automatic Assignment
    Defines automatic assignment information, such as work shift and availability (used for analyst contact types only). You can set up analyst contacts to determine if they are eligible for automatic assignment. The Automatic assignment is valid only for requests, and is defined as part of the request area definition. Automatic Assignment is also linked to the groups to which the analyst belongs.
  • How to Send Users Notification Messages
    Defines the notification information of a contact for the following:
    • Various email addresses and telephone numbers to be used for notification
    • Method to be used for the notifications with different urgency levels
    • work shifts during which notifications are received
      The notification delay calculation takes the Contact Time Zone into account. If the Contact Time Zone is not set, the server time zone is used, instead. Using the server time zone may result in notifications firing at times, perceived to be outside the Work shift settings.
      Organizational information (such as location, organization, and department) lets you group contacts based on the organization to which they belong. For example, associating a contact with a location links the contact to a physical address and also helps in determining automatic assignment. The organization can be assigned a service type, making it easier to manage SLAs by organization rather than by individual contacts.
  • Groups to which a User Belongs
    Organizes contacts into groups that represent specific areas of responsibility within your service desk. You can set up and can define contacts using the web interface.
A group is a collection of contacts that share a common area of responsibility. In CA SDM, groups are implemented using the predefined group contact type, making a group just a special type of contact. A group has the same basic information as a contact, with the important additional feature that groups are one of the keys to automatically assigning requests. You can associate request areas, locations, and a work shift with a group. These attributes are used to determine if and when the contacts in the group can accept the automatic assignment of a request.