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[INTERNAL ITRS ONLY] Support User Account Management

User accounts are managed via Crowd. To perform any of the following actions, your ICE account must have sufficient permissions to access Confluence administration / administrative functions.

If you do not have access, these users should be able to assist you with any query:

• Arnel Galorio
• Charles Au
• Howard Lee
• Jose Mari de Leon
• Kamal Haider
• Kwok Lee
• Mark Lactaotao
• Misha Fuentes
• Miguel Dionisio
• Will Gold

Where to go Copied

Everything is done from User management at https://directory.itrsgroup.com/crowd

Go to the Users tab once you’re logged on

If the user cannot create an ITRS account Copied

Check the user’s email domain Copied

Users must register with a valid customer email domain. They should use an address provided by their company and not sign up with a personal email address. To check if the user’s email domain is on the list, check the organisation in Zendesk, already must have the domain been added as normal:

If the Organisation or Domain does not exist, please contact any of the names above.

Search for the user Copied

Go to the “Search” and “ITRS User Directory” within the “Users” tab

See if the user exists by searching for their account details (first name, last name, username, email address).

example:

Account exists Copied

You can ask the user to try signing in with the details for the account. Or, click the User and then verify the account:

If the user has ‘validated’ their email (clicked on the link to validate the account from the email we sent) the Active will be ticked.

If the “Active” tick box is empty, the user didn’t validate yet their email address.

In the ‘Attributes’ tab, you will be able to see if the user have tried to login with the wrong password (InvalidPasswordAttempts).

NOTE: Do NOT validate users, if the user didn’t receive the email they need to reset their password from the registration page. If they still not receiving the email, they need to contact with their IT department as they might restrict email from external sources or blocking it as spam etc.

Account or domain does not exist Copied

Check if the user is registering with a valid customer email domain. They should use an address provided by their company and not be signing up with a personal email address.

If the domain needs to be added, contact

• Joey de Leon
• Charles Au
• Kamal Haider
• Will Gold

User verification link expired Copied

Request the user to request a password reset from the registration page.