# On Being an Admin ## Becoming an Admin The **XReach Team** or your **IT Department** will tell you what the **Mobile Server Name** and the **WebClient URL** will be for the environment created for your organization. \ \ You will then need to request for a user account to be opened via the WebClient URL. ### Requesting an User Account In order to get started, enter the new environment **Login** screen via a browser on your computer. ![Login Screen](https://4219527844-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-MMPaHg7zC9PGFTMjK1L%2Fuploads%2FS0x7qHdfaS6OhDiq5Swg%2FScreenshot%202022-06-20%20at%2009.29..jpg?alt=media\&token=e0581338-99ff-41a2-96dc-119590a21911) * Click on the **Request an account** button to start the User Account request process. * Fill in your details. The preferred format is to add "Admin" or "Expert" or "RemoteUser" to the end of your last name, see below for an example. ![Request an User Account View](https://4219527844-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-MMPaHg7zC9PGFTMjK1L%2Fuploads%2FSHbaBaAAWVOtjYwkD8Mq%2FScreenshot%202022-06-20%20at%2009.45..png?alt=media\&token=bba6bba5-3940-486b-9f5e-22a2713b10bf) ### Getting the User Account activated * Notify a **GroupAdmin** on your environment that a user request for an Admin has been created. ### Setting a password for the account * Once the **GroupAdmin** has approved your User Request, your account will require activation. An email will be sent to the email address specified for your user. (An example of this "Please activate your account" email can be found below) ![XReach - Please activate your account email](https://4219527844-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-MMPaHg7zC9PGFTMjK1L%2F-MOo7JL71VZ-YUBrsd07%2F-MOo7oOCMfQy1hsZYBNo%2FOn_Being_an_Admin_on_XReach_WebClient_-_XReach.jpg?alt=media\&token=fd729ba4-fc06-436a-bb9b-a760b0f8812b) * Clicking on the button or the link will take you to the **Set Password** page (see screenshot below) where your password needs to consist of lower case, UPPER CASE, 1234567 and special characters such as ! or ( or ). ![Set your password](https://4219527844-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-MMPaHg7zC9PGFTMjK1L%2Fuploads%2Ftdc9UHbmWzRiye2YpwMS%2FScreenshot%202022-06-20%20at%2012.19.png?alt=media\&token=086be6be-92b8-4d73-96ab-766f28de7dfe) {% hint style="warning" %} **Please mark down the password** and make sure it is easy to remember and easy to type, even with UK or US keyboards, where **-**, **/**, **+**, or **(** and **)** might not be in their expected positions. When inputting your password, please verify that you are using an appropriate keyboard layout to evade mistakes, or default to using **!** in your passwords - ( **!** is, or should be, always at the **shift-1** position on any keyboard ) {% endhint %} ### Logging in with the account * After successfully setting the password for your user account, you will see the page below ![Successful Setting of Password](https://4219527844-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-MMPaHg7zC9PGFTMjK1L%2Fuploads%2FmDlzlLwgRyyK8INhxAHM%2FScreenshot%202022-06-20%20at%2012.21.png?alt=media\&token=6ed9034e-7447-43ea-ae05-a78f9a9e7183) * Click **Back to login** and log in with your credentials. * You will see the **Ticket List View** - on the left you will see a Cog signifying **Management** (See below for image) ![Management Cog on the Sidebar](https://4219527844-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-MMPaHg7zC9PGFTMjK1L%2Fuploads%2FiWzlLwA4CKByMEknjCPJ%2FScreenshot%202022-06-20%20at%2012.35.jpg?alt=media\&token=3a8dbb08-29a8-49f9-bf3e-0a71a0f62a76) * Click on the Cog to open the **Management** dropdown menu. It looks like this - depending on your level of access: ![Management dropdown menu](https://4219527844-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-MMPaHg7zC9PGFTMjK1L%2F-Mk6PSqCDjNhXx4U6ex0%2F-Mk6PhZeYfIKitiC6XhK%2FScreenshot%202021-09-21%20at%2011.13.29.png?alt=media\&token=76dc4d3d-b1bc-4158-b7c1-6b2609c5703c) Select your preferred Management choice - in the case of this manual, click on **Requests** to enter the **User Requests** view. ### Accepting User Requests As an Admin, you're able to see any pending **User Requests** in this view. NOTE: If a new User Request is sent while you are viewing this page, it will not automatically update. In that case, navigate to the Ticket List View from the Sidebar, and then back to Management -> User Requests. If you delete a User Request, they will *not* get a notification, so delete away! Click on the **Delete** button if you wish to delete the User Request, or click on the **Create User** button to start User Creation. ![Example of the User Request View](https://4219527844-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-MMPaHg7zC9PGFTMjK1L%2Fuploads%2F5gTlEd6DslvU7IKR30uI%2FScreenshot%202022-06-20%20at%2011.30.png?alt=media\&token=c7d27c02-3f11-4aba-8788-53f5e39e253c) ### Creating a User from a User Request When clicking on a User Request, the **First name**, **Last name** and **Email** are already pre-filled. The following Textfields are *mandatory* and must have content: Description, Phone, Country, Organization, Position, Groups and Permissions. ![Create User dialog with First, Last name and Email pre-filled](https://4219527844-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-MMPaHg7zC9PGFTMjK1L%2Fuploads%2Fz2HKtboIg1AAEXKedopw%2FScreenshot%202022-06-20%20at%2012.42.png?alt=media\&token=2058afc4-de8e-4487-a168-b2820cbc4de3) Once you have filled data into all of them, press the **Create** button, and the newly created User will get a validation email where they can click on the link to activate their account by setting their password. As noted, you can add a User to multiple groups while creating. Click on **Groups** from the Management Sidebar. ## Groups By default, the first **Group** is automatically selected and highlighted in green. You will see **Users** specific to that **Group**. By clicking on another **Group**, you will see a different list of **Users**, belonging to that **Group.** ![Group View](https://4219527844-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-MMPaHg7zC9PGFTMjK1L%2F-Mk6UdZ5Cry-ShRxdt_C%2F-Mk6Vg1kleUHToi7iTNU%2FScreenshot_21_9_2021__11_39.png?alt=media\&token=7aca4af2-69e3-4f19-9349-3e5c10ba66aa) ### Creating a New Group Let's create a New Group. Click on the **Create new group** button. The **Group Name**, **Organization** and **Description** are all required fields. ![Create a New Group Page](https://4219527844-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-MMPaHg7zC9PGFTMjK1L%2Fuploads%2F6Mjc5PRJmFNW2j0F5hNF%2FScreenshot%202022-06-21%20at%2006.38.png?alt=media\&token=1f9c7e27-7b55-451d-8366-ce513aeff570) After pressing the **Save** button, the Group can be selected from the List of Groups. *Note again, you will only see the Groups you are a member of.* ### Adding Users to Groups ![](https://4219527844-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-MMPaHg7zC9PGFTMjK1L%2F-Mk6TwLwHGf4qPULfV_c%2F-Mk6UFPCy4helXVlObGO%2FXReach___Group_Management.png?alt=media\&token=a8bce014-8588-4131-9fd8-986f3d74efba) Click on the **Add users** button to start adding Users to the Group. ![Add Selected Users to Group page](https://4219527844-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-MMPaHg7zC9PGFTMjK1L%2F-Mk6UdZ5Cry-ShRxdt_C%2F-Mk6VVbPQBo1AzoIZ7TI%2FOn_Being_an_Admin_-_XReach.png?alt=media\&token=3656faa6-6dd6-498d-9a31-c36be3a38e9c) The above is an example of adding two users (Expert01, Expert02) to the selected Group. **Click** on the **Add selected users to group** button to add them. The List of Users in the Group will update (see below for a screenshot example)
![Your Group now has four users](https://4219527844-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-MMPaHg7zC9PGFTMjK1L%2F-Mk6UdZ5Cry-ShRxdt_C%2F-Mk6VLwhRb_gGl7y6JGH%2FScreenshot_21_9_2021__11_37.png?alt=media\&token=41c3e722-b640-4343-97b1-93fd3efd9a05) ### Removing Users from Groups For removing Users from Groups, tick a tickbox next to the user, and click on **Remove users** - you will get a notification stating "Users were removed from the group". ![Getting ready to remove Admin10 from the Group](https://4219527844-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-MMPaHg7zC9PGFTMjK1L%2F-MOm7mct7mKeTmmsZurX%2F-MOo4LAdC08rxTHBUAZb%2Fimage.jpeg?alt=media\&token=ae2bc8f7-2791-405b-bdad-7596d866b39d) ### Editing a Group If you wish to change the **Name**, **Description** or **Organization** of the group, just click on the **Edit** icon next to a Group on the Group list. ![Clicking on the Edit Button](https://4219527844-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-MMPaHg7zC9PGFTMjK1L%2F-MOm7mct7mKeTmmsZurX%2F-MOo4jutqKHX_5FhovFn%2Fimage.jpeg?alt=media\&token=56348f14-6a91-49cb-acf5-7d9140a4a144) The **Name**, **Description** and **Organization** fields are always required, so you can only save changes to a Group if they are filled. You can also assign an Expert to the Group. ![Edit Group dialog](https://4219527844-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-MMPaHg7zC9PGFTMjK1L%2Fuploads%2FJx1dWmQ7q9bjnfzIBJd0%2FScreenshot%202022-06-21%20at%2004.08.png?alt=media\&token=f3fc7d25-83fa-48ca-b1b2-5542f96ec583) {% hint style="danger" %} You can also Delete a Group - but **only** if it does not have any Tickets. If tickets exist in the Group, you will have to go and **Resolve** and **Delete** the tickets, one by one. {% endhint %} ### Details about Groups Each **Group** needs to have at least one **GroupAdmin**. If you try to remove the last **GroupAdmin** from the **Group**, the removal will be blocked and you will be warned. Each **User** must be in at least one **Group**. If you attempt to remove a **User** from the only **Group** they are in, you will be warned. ## Users Let's go and have a look at the User List. ![An Example of the User List View](https://4219527844-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-MMPaHg7zC9PGFTMjK1L%2Fuploads%2FT9xEsAiK6Rjvuoi203kL%2FScreenshot%202022-06-21%20at%2004.51.png?alt=media\&token=1ffb3161-2094-4fe1-9bb1-3977b008c51a) An orange exclamation mark (!) indicates that the User has not yet been activated (they have not clicked on the confirmation link). An orange (*i)* circle will appear next to a User that has been activated, but also been deactivated. The whole row will also be in grey instead of black. An example of this would be here: ![Admin04 is not activated, Admin02 is deactivated](https://4219527844-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-MMPaHg7zC9PGFTMjK1L%2F-MkGzLoXTRBFvdrcXAkP%2F-MkGzk0moVD_vuJklRtb%2FScreenshot%202021-09-23%20at%2012.31.33.png?alt=media\&token=727f730f-1fbb-4741-b878-c27b1a43df27) Clicking on a User row will start the Editing of the User. Clicking on the **Create user** button will start the creation of a new User. You can also search for Users from the topbar. ### Creating Users You can directly create a User by clicking on the **Create user** button ![The Create User form](https://4219527844-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-MMPaHg7zC9PGFTMjK1L%2Fuploads%2FwNhqGVpZhHKtbZbdXsGD%2FScreenshot%202022-06-21%20at%2004.55.png?alt=media\&token=e226b5c3-2449-4085-9c75-0c7a99740062) The required textfields are: First name, Last name, Email, Description, Phone, Country, Organization, Position, Groups, Permissions. {% hint style="info" %} Each new **User** can be added to multiple **Groups** that you are a member of. As a **GroupAdmin**, you will not see any other **Groups** you are not a member of. {% endhint %} After adding a User to Groups, You can also Add or Remove User by go to the Groups view and add the User to all the other Groups you wish them to be a member of. ### Editing Users Clicking on a User row will start the Editing of the User. You can change the details of the User, such as First name, Last name, Email, Description, Phone, Country, Organization, Position and Permissions. {% hint style="info" %} **Groups** can be added and removed from the Edit User Page. {% endhint %} ### Deactivating, Reactivating, Deleting Users Select a user from the row, and click on **Delete user** to delete a User. Or, select a user from the row, and click on **Deactivate account** to deactivate a User. ![Editing an active User account, Delete user & Deactivate account](https://4219527844-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-MMPaHg7zC9PGFTMjK1L%2Fuploads%2FmPAHipzM9WKDprJXQ158%2FScreenshot%202022-06-21%20at%2005.33.jpg?alt=media\&token=c94d661e-7118-4619-b14d-277257aabf97) ### Resend activation Link There can be situations where you have sent an Activation Link to a user that has not clicked on the link for 7 days. Their link will time out automatically in 7 days, so when they get in touch with you and state that the link no longer works, just Log in, go to Users, go to that specific User, and click on **Resend activation link** to resend them an activation email with an active link. ![Resend activation link button location](https://4219527844-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-MMPaHg7zC9PGFTMjK1L%2Fuploads%2Fckhmln0LgzkPnLvn8CYH%2FScreenshot%202022-06-21%20at%2005.48.jpg?alt=media\&token=07e1f22d-a0f5-4b53-b999-c305cbfcf1d1) ### Reset password * An Admin can reset password for the Activated Users except **GroupAdmin/SystemAdmin** * Select an active user from the row, and click on **Reset password** to reset password for them. ![Reset password button location](https://4219527844-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-MMPaHg7zC9PGFTMjK1L%2Fuploads%2Fq9UqYcaBJ3iOxgvcZ4xY%2FScreenshot%202022-06-21%20at%2006.30.jpg?alt=media\&token=ce283fda-4665-48b9-9ba0-4d5011d289cc) ### Details about Users * Any tickets and content created by a Deactivated User can be accessed, but the Deactivated User cannot log in, and cannot place calls or edit tickets. * A Deactivated User cannot be deleted. You must reactivate the account and then Delete it. * Any tickets created by a User that has been Deleted will list the creator as "Deleted", and tickets cannot be called. ### What else can an Admin do? An Admin can also **Delete** a resolved ticket. Each ticket has an Overflow menu at the top right corner of the ticket. If a Ticket has been marked as **Resolved**, the **Delete ticket** option will be enabled. ![Ticket Overflow menu with Delete ticket enabled.](https://4219527844-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-MMPaHg7zC9PGFTMjK1L%2Fuploads%2FUe1lh3Ep03ytmxVP8CeM%2FScreenshot%202022-06-21%20at%2005.56.jpg?alt=media\&token=9a045744-5475-46ef-a088-b90e48dbf9f7) Clicking on **Delete ticket** will open up a dialog asking if you are absolutely sure. Now's your last chance to back off :) ![Are you sure you want to delete this ticket?](https://4219527844-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-MMPaHg7zC9PGFTMjK1L%2F-MOm7mct7mKeTmmsZurX%2F-MOo74IKpE4lx9h9bt2j%2Fimage.jpeg?alt=media\&token=9381a957-b834-4a07-8538-57f6fdbb4b11) ## Roles To find out more about the differences between a **RemoteUser**, an **Expert** or a **GroupAdmin**, [click here to view the Roles documentation](https://softability.gitbook.io/xreach/roles). ## Where to go next Click below to read more about separate features: * [Ad Hoc Feature](https://softability.gitbook.io/xreach/webclient/guest-access) * [Reports Feature](https://softability.gitbook.io/xreach/webclient/utilization-reporting) * [Hidden Expert Feature](https://softability.gitbook.io/xreach/webclient/hidden-expert)