Disabling & Enabling Users

    Users cannot be deleted from Service Automation. This is to maintain a history of work orders in the system (e.g., useful for protection in the case of future litigation). If you no longer want a user to access the system, instead of deleting the users, you must disable the user. You can always enable a user if the account is needed in the future.

    How to Disable a User

    1. Navigate to more > Admin > Permissions > Users. The list of users appears.
    2. Search for the user(s) you wish to disable and check the box next to their name(s). You can disable multiple users at once.
    3. Click Disable/Enable User(s). Alternatively, you can disable a user by clicking the red X icon next to their name in the Actions column.Disable User
    4. Click OK in the confirmation pop-up. A visual confirmation that the user(s) has been disabled appears.Disabled Confirmation

     

    To see a list of all disabled users, click the Disabled Users radio button in the search area on the Users page. 

    Important Notes about Disabled Users:
    • If a disabled user tries to log into ServiceChannel, they will receive an error message.
    • If a disabled user tries to obtain a password, they will receive an error message.
    • Disabled users will be hidden in the work order notes recipient list.
    • Disabled users will not be shown in the work order assignee list.
    • Disabled users will not be shown in the proposal assignee list.
    • Disabled users will be skipped during the MLI approval process.
    • Disabled users will be skipped during auto-escalation process.

    How to Enable a User

    1. Navigate to more > Admin > Permissions > Users. The list of users appears.
    2. Click Disabled Users in the search area.
    3. Check the box next to the user(s) you wish to enable.Enable User
    4. Click Disable/Enable User(s). A visual confirmation that the user(s) has been enabled appears. Enabled Confirmation