2 Using Account Management

This chapter covers the following topics:

• About Account Management

• Inviting Users to Your Organization

• Managing the Address Book

• Managing User Access

• Managing User Preferences

About Account Management

Account Management is based on principles of segregation and full data privacy between organizations and users, preventing any access or views across groups.

Account Management manages the following components:

• Organizations

• Users

• Contacts

• Roles and Permissions

Users are authenticated when logging into Oracle Mission Critical Support Portal using their Sun Online Account. If you are authorized to use Account Management, then the Accounts menu is visible.

Account Management provides the ability to manage an organization, or in the case of service delivery teams, to manage customer organizations. Each organization has users who can be granted roles and access to protected resources (such as systems, configuration items, and knowledge articles) based on the applications provisioned to their organization. Only certain users (based on role) are allowed to manage their organization(s). Other users, via their assigned role, will have read-only access to their data. For more information about roles and permissions, see "Managing User Roles".

Managing User Roles

Account Management manages the real-time creation of an account for every Oracle Mission Critical Support Portal user and enables you to define role membership according to business policies, map roles to users, and change the state of roles to control access.

Users must have Oracle Mission Critical Support Portal accounts and belong to an organization before they can be granted roles in Oracle Mission Critical Support Portal. A user must belong to either a customer organization, which owns the configuration items to which the user is being granted access or the Oracle service delivery organization, which provides services to the CIs owned by a customer organization.

User Roles for a Customer Organization

Oracle can assign the Standard user role to users that belong to a customer organization. This role allows users to review the status of Incident and Change tickets and issue resolution data, observe the performance of customer systems and applications, and view real-time and trending reports.

The following table provides an example of a customer user role defined in Oracle Mission Critical Support Portal.

Roles	Role Description
Customer Read Only	Customer users that have view privileges to their configured organization within Oracle Mission Critical Support Portal.
Customer Basic
Customer Change Manager	Customer users that have change management privileges within Oracle Mission Critical Support Portal.
Customer Admin	Customer users that have administrative privileges to their configured organization within Oracle Mission Critical Support Portal.
Customer Problem Management View	Customer users that have problem management privileges within Oracle Mission Critical Support Portal.

Inviting Users to Your Organization

This topic describes how to invite an Oracle Mission Critical Support Portal user to join a customer organization if the feature has been enabled by the IT Service Manager (ITSM).

To access the IT resources that are owned by an organization, the user must be a member of that organization. Users become members of an organization by invitation from another user with the appropriate User Administrator privileges.

Once a user is a member of an organization, they can be granted roles to perform appropriate operations and access specific resources.

To invite a user to an organization:

1. Log in to Oracle Mission Critical Support Portal using your Sun Online Account.

   The Dashboard page appears.

2. From the Accounts menu, select Address Book.

   The list of users associated with the your organization appears

3. Click Invite New Users.

   The Invite Users to Organization page appears where Organization is your organization name.

4. In the Email Addresses box, enter one or more e-mail addresses.

5. Assign role(s) to the user as follows:

   1. Select the required roles.

   2. Click Add Selected.

      Note:

      To assign all roles to the user, click Add All.

6. Click SEND INVITATION to send the invitation by e-mail to all the users you specified in step 5.

   The Your invitations have been sent message appears.

Oracle Mission Critical Support Portal sends an e-mail to the listed users inviting them to become a member of the organization. The users can accept or decline the Invitation.

Note:

After a user accepts the invitation, Oracle Mission Critical Support Portal displays the corresponding record in the Address Book. Then users can edit their profiles with additional user information (including Title, Address, and Phone Number) in the Edit mode. For more information, see "Managing the Address Book".

Managing the Address Book

This section describes how to use the Address Book to invite new users to an organization or to create new contacts for an organization in Oracle Mission Critical Support Portal.There are two kinds of entries in the Address Book:

• Users

  Registered users who can log in to Oracle Mission Critical Support Portal using a Sun Online Account and can perform certain actions based on the assigned role.

• Contacts

  Records in the Address Book. Contacts cannot log in to Oracle Mission Critical Support Portal.

  Note:

  Service delivery users (with appropriate privileges) can view and administer the Address Books for their own organization and for all the customer organizations they are authorized to manage.

  Customer users (with appropriate privileges) can view and manage their own Address Books only.

  To manage address books:

  1. Log in to Oracle Mission Critical Support Portal using your Sun Online Account.

     The Dashboard page appears.

  2. From the Accounts menu, select Address Book.

     The Address Book page appears.

     From this page, you can perform the following tasks:

     • View Users and Contacts in an Organization

     • Add Contacts

View Users and Contacts in an Organization

Oracle Mission Critical Support Portal users with appropriate permissions (based on Role) can access users and contacts in the Address Book for customer organizations they are authorized to manage.

To view users and contacts:

1. Log in to Oracle Mission Critical Support Portal using your Sun Online Account.

   The Dashboard page appears.

2. From the Accounts menu, select Address Book.

   The list of users and contracts associated with the current organization appears

3. Locate the user or contact you want to view and then click View.

   The Details page for the user or contact appears.

4. From this page, you can modify the user or contact information by clicking Edit.

Add Contacts

The Address Book enables you to manage, build and consolidate all your contact information into one place. You can create different types of contacts.

A Contact is an entry in the Address Book which is not associated with a Sun Online Account. For example, an e-mail alias can be entered as a contact for an organization.

Users with appropriate permissions (based on Role) can add and control contacts in the Address Book.

To add a new contact for an organization:

1. Log in to Oracle Mission Critical Support Portal using your Sun Online Account.

   The Dashboard page appears.

2. From the Accounts menu, select Address Book.

   The list of Users and Contracts associated with the current organization appears

3. Click Add Contact.

   The Create Contact page appears.

4. Select the Active option if necessary.

5. In the Details area:

   1. In the First Name box, enter the first name of the contact.

   2. In the Last Name box, enter the last name of the contact.

   3. In the Title box, enter a title for the contact.

6. In the Phone Numbers area, enter the contact phone numbers and select the type of phone number.

7. In the Email Addresses area, enter the contact e-mail addresses.

8. Select Notification for the e-mail addresses that will receive Oracle Mission Critical Support Portal notifications.

   Note:

   You must select at least one e-mail address for notifications.

9. In the Preferences area:

   1. From the Language list, select the language associated with the contact.

   2. From the Time Zone Region list, select the region associated with the contact.

   3. From the Time Zone City list, select a city from the selected region to set the time zone for the contact.

   4. From the Date Format list, select the date format.

   5. From the Time Format list, select the time format.

10. Click SAVE.

    The new contact appears in the list on the Address Book page.

Managing User Access

This section describes how to assign roles to Oracle Mission Critical Support Portal users.

Note:

Users must log out and log in again to view a new set of assigned roles and permissions.

When roles are created for the organization and users have accepted their invitation, then you must grant appropriate roles to the new users. Assigning roles to users governs what they can do in Oracle Mission Critical Support Platform.

Note:

The Customer Administrator role can assign roles at the invitation steps but the ITSM performs all future adjustments (such as removing or adding roles).

Managing User Preferences

This section describes how Oracle Mission Critical Support Portal users can set up their working environment, including language, time zone, date and time formats.

All users in Oracle Mission Critical Support Portal have permission to view or update their user preferences.

To view and manage your user preferences:

1. Log in to Oracle Mission Critical Support Portal.

   The Dashboard page appears.

2. From the Accounts menu, select My Preferences.

   The My Preferences page appears.

3. In the Details area, update your name and title.

4. In the Phone Numbers area, enter your contact phone numbers and select the contact phone type.

5. In the Email Addresses area, enter your contact e-mail addresses. Select Notification for the addresses that will receive Oracle Mission Critical Support Portal notifications.

   Note:

   At least one e-mail address must be selected for notifications.

6. In the Preferences area, update your language, time zone region and city, and date and time format information.

7. Click SAVE.