Login:
The access to the ticketing system as a normal user (e.g. ticket editor) requires an existing and active personal user account that is password-protected. Access to the system as an end user (person) via the Self-Service Portal requires a personal account that is active and additionally activated for access to the Self-Service Portal.
The administrator defines the user names (login) and passwords (password) and provides them. The password can be changed by the user/person in the system afterwards, if necessary.
Currently, two authentication options are available:
1. Via the user name and password combination managed in the user master data
2. Via an external authentication option without entering user/password as "single sign-on" (e.g. against the local Active Directory ("AD") with the Windows user). The administrator can optionally activate this function and label the button for this individually.
After entering the user name and password, you can log into the system with the "LOGIN" button (Please use only "Single-Click", no "Double-Click"!). Alternatively, if available, via the "AD-LOGIN" or "WINDOWS LOGIN" button with one click (the label of this button can be changed individually by the administrator).
Usually, when logging in, the same view as the last logout (with all list tabs open) is reopened. Exceptions occur if server maintenance has been performed in the meantime. In this case a standard overview is presented.
Logout:
Any user can log out using the "<USERNAME> LOG OUT" button (the button is located at the top right side) and then return to the login window.
Below that the information is shown how much time is left until the user will be logged out automatically if no further activity is registrated.
The system automatically logs off users if they have not made any entries for a longer period of time. Logged-out users return to the login screen, where they can log in again. The time interval until automatic logout is 4 hours by default and cannot be changed. All users are shown the remaining time until logout in minutes in real time below their user name. With almost every activity within the application, the time interval is reset to 4 hours. An action in the navigation or a click in a list is sufficient for this.
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Important Notes: •Each user can log in only 1 time at a time. If you try to log in a 2nd time, you will get an error message "maximum number of sessions reached for your user" or "a second login in the same browser is not allowed", or you will get a message "other session with this user still active, do you want to take it over again". In the latter case, you can simply continue with the confirmation. •If you accidentally closed the browser tab without logging out of the system correctly and want to log in again immediately: In this case, you can simply proceed with the confirmation. •If you accidentally closed the entire browser without correctly logging out of the system: In this case, wait about 1-2 minutes (sometimes only a few seconds) until you can log in again (the system notices after a short time when the browser window is closed and logs you out automatically, this time period depends on the browser used and the browser settings). •If you have entered an incorrect password multiple times, you will receive a message that you will not be able to log in for a certain amount of time (5 minutes by default). This security setting cannot be bypassed or disabled. |
