---
title: Users
slug: admin-guide/users
docTags:
createdAt: 2025-04-06T10:07:25.774Z
---
What are users and how are they classified? [User overview](docId\:hv4rfPz4FrQcbcWI4k8Rk)
How can I add a new or edit an existing user? [Adding or editing one user](docId\:hv4rfPz4FrQcbcWI4k8Rk)
How can I add multiple users from a spreadsheet? [Adding multiple users from a spreadsheet](docId\:hv4rfPz4FrQcbcWI4k8Rk)
How can I reset a user's password? [Resetting an existing user's password](docId\:hv4rfPz4FrQcbcWI4k8Rk)
How do I add a user to a group? [Adding a member to a group or editing a member's settings](docId:1rgvqGHYd7FjyJh7GNhw1)
How do I add a user to a role? [Adding a user to a role](docId:3RSAbYTCyLN05J8meM7XA)
# User overview
Everyone using the ITCC system needs to be set up as a user. Users can be created locally or synchronized from an enterprise identity provider, such as Active Directory.
Each user is classified as End User or Non-End User. When users are synchronized from an enterprise identity provider, by default, they are created as End Users.
In addition, ITCC offers several ways to classify users:
- (Mandatory) [Support Levels/Login Types](docId\:cYKs3dlvmlWGekmeJeSct) (for example, Tier-1, Tier-2, Management, etc.)
- [User Types](docId\:AdmAQU0GDj0z3L9c0i-6Q) (for example, employee, customer, etc.)
- [Roles](docId:3RSAbYTCyLN05J8meM7XA) (for example, system administrator, assets administrator, etc.)
- [Groups](docId:1rgvqGHYd7FjyJh7GNhw1) (for example, help desk, technicians, etc.)
Support levels and user types can be chosen when adding a new user. Each user has only one support level and one user type.
A user can have multiple [Roles](docId:3RSAbYTCyLN05J8meM7XA).
A user can belong to multiple [Groups](docId:1rgvqGHYd7FjyJh7GNhw1).
You can [add users](docId\:hv4rfPz4FrQcbcWI4k8Rk) to the system one at a time or [upload multiple users from a spreadsheet](docId\:hv4rfPz4FrQcbcWI4k8Rk). You can also [sync users from Active Directory](docId\:HORjjpSXzV2_cPbevf6Bo).
# Setting up system users
When not using enterprise identity providers, you can set up users as follows at any time.
**To set up system users:**
::::WorkflowBlock
:::WorkflowBlockItem
On the left side menu, select **Administration**.
:::
:::WorkflowBlockItem
In the search bar under **Search for Admin Configuration Options**, type **Users **and select the **Users **option that appears.
::Image[]{src="https://api.archbee.com/api/optimize/zEVWKsZtpmpx-RIpALRPL/eHmi28pmykwLyiT7OUBtG_image.png" size="50" width="1492" height="988" position="center" showCaption="false"}
:::
:::WorkflowBlockItem
From the **Users** page, you can:
- [Add or edit users](docId\:hv4rfPz4FrQcbcWI4k8Rk)
- [Add multiple users from a spreadsheet](docId\:hv4rfPz4FrQcbcWI4k8Rk)
- [Change an existing user's password](docId\:hv4rfPz4FrQcbcWI4k8Rk)
- [Disable a user](docId\:hv4rfPz4FrQcbcWI4k8Rk)
:::
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## Adding or editing one user
You can add or edit users at any time.
You can add or edit multiple users at the same time with the [Adding users from a spreadsheet](docId\:hv4rfPz4FrQcbcWI4k8Rk) functionality.
You can also add or edit one user at a time.
**To add or edit one user:**
::::WorkflowBlock
:::WorkflowBlockItem
On the **Users** page:
- To add a new user: select **Add**
- To edit an existing user: search for or scroll down to the row of the user you want to edit and select the Edit icon
:::
:::WorkflowBlockItem
On the **User** page that opens, enter or edit the user's settings (most fields are optional; mandatory fields are marked as such):
| Field | Description | Default value |
| ---------------------------------------------------------- | ----------------------------------------------------------------------------------------------------------------------------------------------------- | ------------------------------------------- |
| User name | (Mandatory) Enter a unique user name by which the user will be identified by the system | |
| [Support Level (Login Type)](docId\:cYKs3dlvmlWGekmeJeSct) | (Mandatory) Select the level of support the user provides, such as end user, manager, Tier-1, etc. | |
| [User type](docId\:AdmAQU0GDj0z3L9c0i-6Q) | Select user type | |
| Status | (Mandatory) Select user's current status out of the following:
- Active
- Inactive
- Locked
- Former employee | Active |
| Expires on | If this user is temporary, select the date when the user becomes inactive | |
| End User Type | If this is an end user, select if the user is:
- internal
- external | |
| First name | (Mandatory) Enter user's first name | |
| Middle name | Enter user's middle name | |
| Last name | (Mandatory) Enter user's last name | |
| Email | Enter user's email address | |
| Supervisor | If the user is an employee, select their supervisor | |
| User VP | If the user is an employee, select the Vice President of their department | |
| Job title | If the user is an employee, enter their job title | |
| Department | If the user is an employee, enter their department | |
| Preferred method for notification | Select user's preferred method of communication, such as email or cell phone; when selected, the preferred method will be displayed in user's tickets | |
| Cell phone | Enter user's cell phone number | |
| Office phone | Enter user's office phone number | |
| Office extension | Enter user's office phone extension | |
| User site | If your organization has multiple sites, enter this user's site | |
| [Organization](docId\:eIDkbtlb7eUlcc4qkwmPx) | (Mandatory) Select the organization the user is associated with | The main organization using the ITCC system |
| Employee code | If your organization uses employee codes, enter this employee's code | |
| Country | Select user's country | |
| City | Enter user's city | |
| State | Enter user's state, if applicable | |
| Default location type | Select user's default location type | |
| Location1 | Enter the first line of the user's address | |
| Location2 | Enter the second line of the user's address | |
| Location3 | Enter the third line of the user's address | |
| Location4 | Enter the fourth line of the user's address | |
| Email2 | Enter an additional email address | |
| VIP flag | Select if user is a VIP; this information will be reflected in tickets | |
| Default severity | Select default severity for this user | |
| Default urgency | Select default urgency for this user | |
| Default impact | Select default impact for this user | |
| Default Language | Select user's default language | |
| Timezone | Select user's timezone | |
| Limited | (For agents only) If needed, select the [support levels](docId\:cYKs3dlvmlWGekmeJeSct) accessible to this user, such as same tier or higher tiers | |
| Attachment | Choose and upload the file with the user's photo | |
| User Color | Select the color displayed in user's profile and working lists | |
| Enable API access | Select to enable API access | |
| Azure AD ID | (Read-only) When syncing users from Azure Active Directory, displays user's Active Directory ID | |
:::
:::WorkflowBlockItem
In the upper right corner, select:
- **Add **when adding a new user
- **Save** when editing an existing user
:::
:::WorkflowBlockItem
When user's support level is not end user, in the tables that appear at the bottom of the page, you can define the user's [roles](docId:3RSAbYTCyLN05J8meM7XA) and [groups](docId:1rgvqGHYd7FjyJh7GNhw1).
:::
:::WorkflowBlockItem
(For local authentication) To set or reset the user's password:
1. Select **Reset Password** in the upper right corner.
2. On the **Reset Password** page that appears, enter the new password in the **Enter New Password** field and **Re-Enter the New Password** field.
3. To save the new password, select **Reset Password**. To cancel, select **Cancel/Back**.
::Image[]{src="https://api.archbee.com/api/optimize/zEVWKsZtpmpx-RIpALRPL/i7OVkTPqelj03zFdLqkA0_image.png" size="94" width="2432" height="258" position="center" showCaption="false"}
:::
:::WorkflowBlockItem
Select **Save**.
:::
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## Adding multiple users from a spreadsheet
You can add multiple users to the system by uploading a spreadsheet file containing the users' information.
The following file types are supported:
- Excel
- CSV
- TSV
You can download a template to help you prepare your spreadsheet in the required format.
**To upload multiple users:**
::::WorkflowBlock
:::WorkflowBlockItem
On the **Users** page, in the upper right corner, select **Upload**.
:::
:::WorkflowBlockItem
On the **Upload Users** page that opens, if you need assistance with the spreadsheet format, select **Download Template**. The template spreadsheet downloads to your computer. On the template, to update an existing user, keep the user's user\_id; to create a new user, leave the user\_id field empty.
:::
:::WorkflowBlockItem
When the spreadsheet with your user data is ready, select **Choose File** and choose your spreadsheet.
::Image[]{src="https://api.archbee.com/api/optimize/zEVWKsZtpmpx-RIpALRPL/7LdabrgSwtCGy8v2dzjCr_image.png" size="42" width="1646" height="209" position="center" showCaption="false"}
:::
:::WorkflowBlockItem
To clear the selection and select a different file, choose **Refresh**.
:::
:::WorkflowBlockItem
Select **Load File**. The file uploads. If any of the entries in the file are invalid, an error message appears.
:::
:::WorkflowBlockItem
Select **Process Valid Records**. The records are processed, and your user list is updated.
::Image[]{src="https://api.archbee.com/api/optimize/zEVWKsZtpmpx-RIpALRPL/lMpUvBoc9zupbWIBYuD5M_image.png" size="84" width="1636" height="180" position="center" showCaption="false"}
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## Resetting an existing user's password
ITCC offers the following authentication options:
- **SSO**: single sign on, available for internal users; this is the preferred option
- **user name and password**: available for both internal and external users
When using user name and password, you can reset any existing user's password at any time, as follows:
**To reset an existing user's password:**
::::WorkflowBlock
:::WorkflowBlockItem
On the **Users** page, scroll down the row of the user you want to edit and select the **Edit **icon:
::Image[]{src="https://api.archbee.com/api/optimize/zEVWKsZtpmpx-RIpALRPL/2SLl9phBQhTTfGk7rseHh_image.png" size="10" width="70" height="58" position="center" showCaption="false"}
:::
:::WorkflowBlockItem
On the **User** page that opens, in the upper right corner, select **Reset Password**.
:::
:::WorkflowBlockItem
On the **Reset Password** page that appears, enter the new password in the **Enter New Password** field and **Re-Enter the New Password** field.
:::
:::WorkflowBlockItem
Select **Reset Password**.
:::
::::
## Disabling a user
You can disable an existing user at any time.
**To disable an existing user:**
::::WorkflowBlock
:::WorkflowBlockItem
On the **Users** page, scroll down the row of the user you want to edit and select the **Edit **icon:
::Image[]{src="https://api.archbee.com/api/optimize/zEVWKsZtpmpx-RIpALRPL/2SLl9phBQhTTfGk7rseHh_image.png" size="12" width="70" height="58" position="center" showCaption="false"}
:::
:::WorkflowBlockItem
On the **User** page that appears:
- to disable the user immediately: in the **Status** dropdown list, select **Inactive**
- to disable the user at a later date: In the **Expires On** field, select the date by which you want to disable the user
:::
:::WorkflowBlockItem
Select **Save**.
:::
::::