3.4.1.1 Users

This section describes the following items.

Select “User” under “User Management” in the navigation area to manage users.
Clicking on a user name displayed in the configuration area will take you to the user details window.

There are two types of users: billing users and non-billing users, and these are displayed in a tree below “User”. The operation buttons, the contents displayed in the configuration area, and the possible operations are all the same for the users.

(Table) Tree information for the “User management” window

Item Description
User All users, including billing and non-billing users, are displayed.
Billing-User Only users subject to billing who require an Ops I user license are displayed.
Non-Billing-User Only users not subject to billing who do not require an Ops I user license are displayed. Non-billing user refers to a user with the Primitive role of free_user or a user who has been disabled. For details on roles, see "Correspondence between roles and support functions in Ops I".

The types of operation buttons in the "User management" window are as follows.

(Table) Types of operation buttons in the “User management” window

Item Description
Add Adds a user.
Becomes inactive when the checkbox is selected.
Delete Deletes a user.
Becomes inactive when the checkbox is not selected.
Enable Enables a user.
Once enabled, that user can log in to Ops I.
Becomes active when a user who has been disabled is selected.
Disable Disables a user.
Once disabled, that user cannot log in to Ops I.
Becomes active when a user who has been enabled is selected.
Reset Password Initializes the password.
Clicking this button will send an e-mail to the user prompting them to re-enter their password. The password can be initialized by following the instructions in that e-mail. Only enabled users can be specified for initializing their passwords, and they can log in with their old passwords until the password has been reset. For information on the characters that can be used for passwords and restrictions on the number of characters that can be used, see "Notes on characters that can be entered".
Becomes inactive when the checkbox is not selected.

The “admin” user is registered by default. Because this is a reserved user required for the management of Ops I, please do not attempt to edit or delete it.

(1) Adding users

To add a new user, click the “Add” button in the “User management” window. When the “Add” button is clicked, a confirmation dialog box is displayed regarding the handling of personal information. Check the checkbox and click the “OK” button to go to the “Add user” window. Alternatively, clicking the “Cancel” button returns you to the “User list” window.

NotesNotes

  • To check the checkbox, scroll to the end of the text box.
  • If you check the checkbox, the full name of the user who clicked the "Add" button will be automatically entered as the administrator's name.
  • The "OK" button will be activated when the following criteria are met.
    • There is a check in the checkbox
    • "Administrator's name" is not blank

Enter the required user information in the “Add user” window and click the “Save” button to register a new user. For information on the characters allowed for each item, see “Notes on characters that can be entered”.

When a new user is created, a password setting e-mail will be sent to the e-mail address that was entered. New users should set their initial password from the URL provided in the password setting e-mail. If a disabled user is created, the password setting e-mail will not be sent. For information on the characters that can be used for passwords and restrictions on the number of characters that can be used, see “Notes on characters that can be entered”.

The items displayed in the user profile in the “Add user” window are shown below.

(Table) Items displayed in the user profile

Item Required Description
User Name*1*2*3 Yes The user name. You cannot register a user name that has already been registered.
E-mail*1 Yes E-mail address. You cannot register an e-mail address that has already been registered.
First Name Yes Given name
Last Name Yes Family name
Enabled Yes Enable/Disable status
OTP Configured No Enable/Disable the one-time code setting.
When the checkbox is ON, the one-time code setting is enabled. For details on one-time code setting, see "Setting one-time code".
Company No Affiliated company name
Department No Affiliated department name
Address No Address
PhoneNumber1 No PhoneNumber1
PhoneNumber2 No PhoneNumber2
Memo No Free space
Customer No Enter the customer. For customer users, you must always enter the customer to which they belong. Clicking the icon displays the "Customer" window where a customer can be selected. Entry is not required for anything other than customer users.
Timezone Yes Specify the time zone.
*1: The following are Ops I reserved users and cannot be added.
  • User name: system
    E-mail address: system.opsi@example.com
  • User name: jp1cs_user
    E-mail address: jp1cs.opsi@example.com
*2: Users named "dxuser" cannot be added. "dxuser" is a user that only exists in WordPress.
*3: There is one namespace for user names in Ops I, and it is shared between customers. Therefore, user names must be designed to be unique even between customers. Also, when the creator of a ticket or agent is displayed, the user name is used instead of the first and last name. For this reason, the user name should be designed so that the worker can be identified from the user name.

If the same user name or e-mail address as the deleted user is specified, you must select whether to inherit the user information. For details of the criteria under which inheritance occurs, see “Inheriting the OTOBO information of deleted users”.

Assigning of roles and groups can be performed in the related resources area. Details in the related resources area tabs are shown below.

(Table) Related resources area tabs (“Add user” window)

Item Description
Groups Displays a list of groups to which the user belongs.
The displayed columns are as follows.
  • Name: Group name
  • Description: Description of the group
Assigned Roles Displays a list of the roles assigned to the user.
The displayed columns are as follows.
  • Name: Role name
  • Description: Description of the role
  • Type: Type of role

A group assignment example is shown below.

  1. Click the "Edit" button while the "Groups" tab is selected.
  2. The "Assign Group" dialog box will appear. Select the group you want to assign from the unassigned groups and move it to the assigned group.
  3. Click the "OK" button.


(2) Viewing user details

Use the “User details” window to confirm and edit user profiles.
Clicking on a user name displayed in the user list will take you to the “User details” window. The types of operation buttons in the “User details” window are as follows.

(Table) Types of operation buttons in the “User details” window

Item Description
Edit Changes user information.
After modifying the user information, click the save button to change the user registration information.
Delete Deletes a user.
Unlock Unlocks a user.
Becomes active only when the "Locked" checkbox is checked.

Details in the related resources area tabs are shown below.

(Table) Related resources area tabs (“User details” window)

Item Description
Groups Displays a list of groups to which the user belongs. The displayed columns are as follows.
  • Name: Group name
  • Description: Description of the group
Assigned Roles Displays a list of the roles assigned to the user. The displayed columns are as follows.
  • Name: Role name
  • Description: Description of the role
  • Type: Type of role
Effective Roles Displays effective roles. The displayed columns are as follows.
  • Name: Role name
  • Description: Description of the role
  • Type: Type of role
Credentials Confirm, initialize, and delete passwords for Ops I.
If the user has a password set for Ops I, the date and time the password was created will be displayed. It is not displayed if a password is not set.
  • Reset Password
    Initializes the password. Clicking this button will send an e-mail to the user prompting them to re-enter their password. The password can be initialized by following the instructions in that e-mail. Only enabled users can be specified for initializing their passwords, and they can log in with their old passwords until the password has been reset.
    If the user has a password set for Ops I, the button will be activated.
  • Delete Password button
    Deletes the password. If the password is deleted, it will not be possible to log in directly to Ops I.
    The button will be activated when the following criteria are met.
    • If the user is linked with an external IdP
    • An Ops I password has been set
Resetting of the password is performed by the system administrator using the "Reset Password" button. If a user is resetting their password by themselves, they should click on the "Forgot Password?" link in the Ops I login window and follow the on-window instructions to reset their password. For information on the characters that can be used for passwords and restrictions on the number of characters that can be used, see "Notes on characters that can be entered".
Token Issue and delete tokens for Ops I.
The "Issue Token" button is displayed for users who have not yet issued an Ops I token, and an Ops I token can be issued.
The date and time that the token was issued is displayed for users who have already been issued an Ops I token. In addition, the "Revoke Token" button is displayed, and the Ops I token can be revoked.
For details, see "API reference overview" > "Prerequisite knowledge" > "Obtaining Ops I tokens" in "JP1 Cloud Service/Operations Integration API Reference".
IdP Confirms and removes external IdP linking.
For users linked to an external IdP, the information for the linked external IdP will be displayed in a list. If the external IdP is checked in the list and the "Unlink" button is clicked, the link between the external IdP and the user will be removed.
The displayed columns are as follows.
  • IdP ID: External IdP connection setting ID
  • User ID: Value used to identify the external IdP user (UUID for OIDC, "NameID Policy Format", "Principal Type" and "Principal Attribute" for SAML)
  • User Name: User name


(3) Deleting users

Clicking the “Delete” button in the “User management” window while a user is selected, or in the “User details” window, displays the deletion confirmation dialog box. Click “OK” to delete the user.
It takes around 2 minutes for the e-mail address information for the deleted user to be deleted. If you want to reuse the same email address, please wait a little while before doing so.
If the deleted user is a customer user or a user who has accessed OTOBO, the user, the resources created by the user, and related information will remain on OTOBO.
After deleting a user linked to an external IdP, if the user linked to the external IdP tries to log in to Ops I, an Ops I user must be created and linked again. For details, see “Log in/log out”.


(4) Editing users

The user information can be edited by clicking the “Edit” button in the “User details” window.
The items displayed in the user profile area in the “Edit user” window are as follows. The e-mail verification checkbox has been added to the “Add user” window.
If the user is linked to an external IdP, the information will be updated each time the user logs in due to the mapping settings of the external IdP, so “The edited content may change depending on the settings of the IdP.” is shown in the “Edit” window. For details on external IdP mapping, see “Mapping attributes/groups/roles”.

(Table) Items displayed in the user profile area in the “Edit user” window

Item Description
User Name The user name cannot be changed.
E-mail E-mail address. You cannot register an e-mail address that has already been registered.
First Name Given name
Last Name Family name
Enabled Enable/Disable status
E-mail Verified This is checked if the entered e-mail address is correct. If the e-mail address is changed and saved, an e-mail will be sent to the user prompting them to authenticate their e-mail address. If the instructions in the e-mail are followed, the e-mail will be automatically authenticated (checked).
If the e-mail address has been authenticated, it can also be checked manually.
OTP Configured Enable/Disable the one-time code setting.
  • If the checkbox is ON, the one-time code setting is already enabled or is already set.
  • If the checkbox is turned from OFF to ON, the one-time code setting will be enabled.
  • If the checkbox is turned from ON to OFF, the one-time code setting is deleted and will be disabled.
  • If the user changes the mobile device used to generate the one-time codes, the system administrator can display the "Mobile authenticator setup" window again for the user by changing the checkbox from ON to OFF and then back to ON again. For details on one-time code setting, see "Setting one-time code".
Company Affiliated company name
Department Affiliated department name
Address Address
PhoneNumber1 PhoneNumber1
PhoneNumber2 PhoneNumber2
Memo Free space
Customer Enter the customer. For customer users, you must always enter the customer to which they belong. Clicking the icon displays the "Customer" window where a customer can be selected. Entry is not required for anything other than customer users.
Timezone Specify the time zone.

If the e-mail address is changed to the same address as a deleted user and the user is designated as a customer, it may be necessary to select whether the user information is to be inherited. For details, see “Inheriting the OTOBO information of deleted users”.

(5) Inheriting the OTOBO information of deleted users

Even if a customer user or a user who has accessed OTOBO is deleted from Ops I, the relationship between that user and the resources created by that user will not be deleted and will remain on OTOBO as a user who existed in the past. Therefore, when adding a new user or editing an existing user, if the same user name or e-mail address as the deleted user is set, you must select whether or not the information of the deleted user should be inherited.
If the user information is to be inherited, you can confirm the tickets created by that user prior to deletion in the Ticket tab for the task or request application.
This can be useful if someone who used a deleted user starts using Ops I again with the same user name. On the other hand, if a different person from the one who used the deleted user uses Ops I, there is no need to inherit the user information.

If the user information is not inherited, the user name and e-mail address of the deleted user will need to be changed according to the following procedure. In this case, the user name and e-mail address on the tickets associated with the deleted user will also be automatically replaced with the changed content.

If the following case applies, a window will appear to select whether to inherit the user information. If not inherited, a window will appear to change the information for the deleted user who would be the source of the information.

(Table) Cases in which information can be inherited

Case Criteria Duplicate of deleted user When information is not inherited
User name E-mail
  • When creating a new user (other than customer user)
  • When removing the "Customer" designation in the "Edit user" window
 The deleted user is not a customer user Yes Ignored Change the user name of a deleted user:
Window A→Window E
  • When creating a new user (customer user)
  • When "Customer" is designated in the "Edit user" window
 The deleted user is a customer user of an arbitrary customer Yes No Change the user name of a deleted user:
Window A→Window E
No Yes Change the deleted user's e-mail address:
Window B→Window F
Yes Yes Change the deleted user's user name and e-mail address:
Window C→Window G
If the user name and e-mail address each overlap with a different deleted user, you can choose to inherit the information of either user, or not inherit either user's information, and change the information of the user whose information is not inherited:
Window D→Window E or Window F or Window H

After selecting an option in the “Selection” window and “Change” window, or entering the required information, “Next” or “OK” will be activated.


[Selection window details]

(Figure) Window A: When the user names overlap

(Figure) Window A: When the user names overlap (Figure) Window A: When the user names overlap

If the user name is the same as that of the deleted user, select whether to inherit the user information and click Next.

  • Inherit user data: The user data is inherited. In this case, the e-mail address of the deleted user will automatically be replaced with the e-mail address of the inheriting user.
  • Not inherit data: Go to Window E

(Figure) Window B: When the e-mail addresses overlap

(Figure) Window B: When the e-mail addresses overlap (Figure) Window B: When the e-mail addresses overlap

If it is a customer user and the e-mail address is the same as that of the deleted user, select whether to inherit the user information and click Next.

  • Inherit user data: The user data is inherited. In this case, the user name of the deleted user will automatically be replaced with the user name of the inheriting user.
  • Not inherit data: Go to Window F.

(Figure) Window C: When both user names and e-mail addresses overlap
(Both the user name and e-mail address are the same as those of the same deleted user)

(Figure) Window C: When both user names and e-mail addresses overlap (Figure) Window C: When both user names and e-mail addresses overlap

When registering as a customer user, if both the user name and e-mail address are the same as those of a deleted user, select whether to inherit the user information and click Next.

  • Inherit user data: The user data is inherited.
  • Not inherit data: Go to Window G.

(Figure) Window D: When both user names and e-mail addresses overlap
(The user name and e-mail address are the same as those of separate deleted users)

(Figure) Window D: When both user names and e-mail addresses overlap (Figure) Window D: When both user names and e-mail addresses overlap

When registering as a customer user, if both the user name and e-mail address are the same as those of separate deleted users, select whether to inherit the user information and click Next.

  • Inherit user (same user name) data:
    User information is inherited from the user with the same user name. In this case, the e-mail address of the deleted user who is the source of the information will automatically be replaced with the e-mail address of the inheriting user.
    Also, you will be taken to Window F to change the e-mail address of the deleted user with the same e-mail address.
  • Inherit user (same e-mail address) data:
    User information is inherited from the user with the same e-mail address. In this case, the user name of the deleted user who is the source of the information will automatically be replaced with the user name of the inheriting user.
    Also, you will be taken to Window E to change the user name of the deleted user with the same user name.
  • Not inherit data: Go to Window H.

[Change window details]

(Figure) Window E: Change user name

(Figure) Window E: Change user name (Figure) Window E: Change user name

Change the user name of the deleted user. Enter the preferred user name and click “OK”.


(Figure) Window F: Change e-mail address

(Figure) Window F: Change e-mail address (Figure) Window F: Change e-mail address

Change the deleted user’s e-mail address. Enter the preferred e-mail address and click “OK”.


(Figure) Window G: Change user name and e-mail address

(Figure) Window G: Change user name and e-mail address (Figure) Window G: Change user name and e-mail address

Changes the user name and e-mail address of a deleted user. Enter the preferred user name and e-mail address, and click “OK”.


(Figure) Window H: Change user name and e-mail address

(Figure) Window H: Change user name and e-mail address (Figure) Window H: Change user name and e-mail address

Changes the user name and e-mail address of a deleted user. Enter the preferred user name and e-mail address, and click “OK”.

*For information on the characters that can be used in user names and e-mail addresses, and restrictions on the number of characters that can be used, see "Notes on characters that can be entered".
*Customer users deleted on Ops I or users who have accessed OTOBO will not be deleted on OTOBO and will become disabled users. As no e-mails will be sent to disabled user e-mail addresses, there are no restrictions on the e-mail addresses of deleted users after they have been changed, and it is acceptable to specify fake e-mail addresses as long as they are in the correct format.
*Even if the user name and e-mail address are fake, the information will be stored in OTOBO as a disabled user, so it will be eligible in cases where inheriting information is possible.
*If "Not inherit data" is selected in the window for selecting whether to inherit user information, and the deleted user name or e-mail address is specified, an error will occur and you will be taken back to the previous window.

Even when creating a user via external IdP linking, if the user name or e-mail address of the deleted user is the same as that of a user of the external IdP, the system will automatically determine whether to inherit the user information in accordance with the “User Data Reuse Policy” settings. For details, see “User data reuse policy”.