5.CONFIGURING USER ACCOUNTS

5.1 CONTACTS

• In CA Service Desk Manager, users are named contacts, and you can perform several tasks to set up and manage them:

■ Set up contacts manually.

■ Organize contacts into groups that define areas of responsibility.

■ Establish contact types to organize your CA Service Desk Manager contacts into logical groupings based on how they use the system.

■ Import LDAP user information into a CA Service Desk Manager 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

• Everyone who uses CA Service Desk Manager must be defined as a contact.

5.2 CONTACT DEFINITIONS

• A user‘s contact record defines the user information that the system needs as follows :

Basic Identification

Login

Security

Service Type

Automatic Assignment

5.3 GROUPS

• A group is a collection of contacts that share a common area of responsibility.

• In CA Service Desk Manager, 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 automatic assignment of a request

5.4 CONTACT TYPES

• Contact types are used to categorize CA Service Desk Manager users into logical groupings based on how they use the system

• Determine Behavior Based on Contact Type

• Notification Setup Based on Contact Type

• Select Contacts Based on Contact Type

5.5 SPECIAL HANDLING TYPES

• You can define special handling types that identify contacts who require special attention.

• You can use the special handling types that CA Service Desk Manager provides or create your own types

• The following examples are contacts that special handling types can identify:

■ Very Important Persons (VIPs) such as executives

■ Customers with support renewal in process

■ Customers with disabilities requiring special handling or equipment

■ Visitors

■ Contacts suspected of misusing or abusing system resources

5.6 LDAP DIRECTORY DATA

• Lightweight Directory Access Protocol (LDAP) is a network communications protocol for querying and modifying directory services running over a TCP/IP network.

• An LDAP directory is a tree structure that contains entries for managing users, groups, computers, printers, and other entities on a network.

• Note: The ldap_virtb component provides LDAP integration functionality, is installed with CA Service Desk Manager by default, and can run on either a primary or secondary server, regardless of operating system type

• CA Service Desk Manager utilities can verify that LDAP integration is working correctly or not.