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Service Desk Admin Guide

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Service Desk Admin Panel > Service Desk Configuration > Access Control Settings
  • Introduction To Service Desk Module
    • Quick Start
    • Login To The Service Desk Module
  • Service Desk Admin Panel
    • Admin Panel Dashboard
      • View The Dashboard And Export Reports
      • View Alerts & Notifications
    • Service Desk Configuration
      • Company Profile And Support Portal Settings
      • Service Desk System Settings
      • Ticket Settings And Options
      • User Registration Settings
      • Email Settings And Options
      • Access Control Settings
      • Knowledge Base Settings And Options
      • Autoresponder Settings
      • Configure Alerts And Notices
      • Configure Two Factor Authentication
    • Manage Service Desk Components
      • Ticket Categories
      • Ticket Filters
      • Service Level Agreements (SLA)
      • API Keys
      • Client Portal Pages
        • Configure Your Support Center Page
      • Forms
      • Custom Lists
      • View And Manage Asset Types
      • Manage Materials And Expense Items
      • Manage Charging Plans
    • Email Management
      • Setup Your Support Email Addresses
      • Block User Email Addresses
      • Email Templates
      • Test Outgoing Email Settings
    • Manage Time Sheets
    • Manage Staff
      • Staff Members
      • Staff Roles
      • Departments
      • Time Sheet Templates
      • Material Approval
    • Manage Announcements
    • Generate Reports
      • Time Log Reports
      • Ticket Report
      • Asset Reports
      • Service Types Reports
      • Department Ticket Reports
      • Agent Reports
      • Users Reports
      • Resource Appointment Reports
      • Scheduled Reports
    • Finance
      • Generate Cost Reports
      • Manage Contracts
  • Service Desk Staff Panel
    • Staff Panel Dashboard
      • View The Dashboard And Export Reports
      • View Staff Members
      • My Profile
    • Manage Users And Customers
      • Manage Users
      • Manage Customers
    • Manage Tickets
      • Ticket Details
    • Manage Knowledgebase
      • FAQs
      • Manage FAQ Categories
      • Canned Responses
    • Manage Projects
    • Manage Staff Time Sheets
    • Manage Calendars
  • Appendix 1 - Field Types In Custom Forms And Custom Lists
  • Appendix 2 - Ticket Priorities
  • Appendix 3 - How Charging Works In Service Desk
  • About ITarian

Access Control Settings

 

  • Click 'Admin Panel' > 'Settings' > 'Access Control Settings'
  • 'Access Control Settings' let you configure password policy for staff, authentication settings for end-users, and email templates for 'Forgot My Password' links.
  • You can also configure settings for user account registration, staff registration and banners for log-in pages.




Click the following links for more details on each category:

  • End User Authentication Settings
  • Authentication and Registration Templates
  • Sign-In Pages
  • User Account Registration
  • Staff Account Registration

End User Authentication Settings



  • Registration Required and Registration Method are used together to configure how users register and access the web portal of your help desk. The following table summarizes how the two settings work together:

Registration Required

Registration Method

Result

No

Public

Registration is not required to create support tickets.

Registration is, however, available and encouraged.

Yes

Public

Users must register to create support tickets.

No

Private

Anyone can create a ticket.

Only staff members can register accounts.

Yes

Private

Users can only submit tickets after registering.

Registration is by invitation only.

No

Disabled

No one can register for an account, but anyone can create a ticket.

Yes

Disabled

Users must register to submit tickets, but registration is disabled.

Effectively disables new tickets via the web portal.

  • User Excessive Logins: Select the number of times a failed logins attempts is allowed for users from the first option. If the number of failed login attempts exceeds this number, the user account will be temporarily locked. You can specify the lockout period by choosing it from the second drop-down.
  • User Session Timeout: Enter the maximum idle time in minutes before a user is required to log in again. Enter 0 if no timeout is required.
  • Client Quick Access: If disabled, the users can immediately access their tickets via the 'Check Ticket Status' login page. If enabled, users will be required to receive an email and follow a link in the mail to view the ticket. Disabling email verification might allow third parties (e.g. ticket collaborators) to impersonate the ticket owner).

Authentication and Registration Templates


This section allows admins to edit the templates of emails that are sent to staff members and clients. You can also edit the template of the mail sent to guests  to access their tickets.




Staff Members

  • Click the 'Staff Members' link to edit the template of the forgotten password mail sent to staff:




  • Edit the template as required and click 'Save Changes'. Make sure the variables defined in the template are correct.

Clients

  • Click the 'Clients' link, to edit the template of the forgotten password mail sent to clients:



  • Edit the template as required and click 'Save Changes'. Make sure the variables defined in the template are correct.

Guest Ticket Access

  • Click the 'Guest Ticket Access' link, to edit the template of email notification that is sent to clients with access link to their tickets




  • Edit the template as required and click 'Save Changes'. Make sure the variables defined in the template are correct. 

Sign-In Pages


This section allows administrators to edit the message and banner displayed on the staff member's Log In page and Client Sign-In page.




Staff Login Banner

  • Click the 'Staff Login Banner' link, to edit the message shown on the 'Staff Log In' page




  • Edit the message as required. The text entered in the first field appears as red text at the top. The text area serves for the banner content.
  • Click 'Save Changes' for the changes to take effect.


Client Sign-In Page

 

Click the 'Client Sign-In Page' link, to edit the header shown on the Client Log In' page.




  • Edit the message as required. The text entered in the first field appears as blue text below the menu bar. The text area serves for providing other information.
  • Click 'Save Changes' for the changes to take effect.


User Account Registration


This section allows you to edit the email templates that are sent to users for confirming their email address, account creation and account confirmed emails.




Confirm Email Address Page

 

Click the 'Please Confirm Email Address Page' link, to edit the template of email that is sent to users after completing the registration form.




  • Edit the message as required. Make sure to mention that the ITarian Service Desk system is sending them a confirmation email link and the next steps for completing the registration process.
  • Click 'Save Changes' for the changes to take effect.

Confirmation Email

  • Click the 'Confirmation Email' link, to edit the template of email that is sent to users after their account has been created.




  • Edit the template as required and click 'Save Changes'. Make sure the variables defined in the template are correct.

Account Confirmed Page

  • Click the 'Account Confirmed Page' link, to edit the template of email that is sent to users after their account has been successfully registered.




  • Edit the template as required and click 'Save Changes'. Make sure the variables defined in the template are correct.


Staff Account Registration


This section allows administrators to edit the email template that is sent to Staff Members whose account is created by an administrator. This welcome email is optional and is configured in the 'Staff Members' page. See Staff Members for more details.



 

  • Click the 'Staff Welcome Email' link, to edit the template of welcome email that is sent to staff members after their account has been successfully created by an administrator




  • Edit the template as required and click 'Save Changes'. Make sure the variables defined in the template are correct.
  • Click 'Save Changes' at the bottom of the screen for the access control settings to take effect.
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