Creating and Managing Users

Alex McGinnis
Alex McGinnis
  • Updated

This article walks Admin Users through setting up new User Accounts and managing those accounts in ServiceTrade.

Prerequisites

  • An Admin User account is required to create other User accounts or to edit User information.
  • An Admin User account must create New Users.  There is no way for Users to sign up themselves under your account (by design).
  • Understanding Activities, Roles, and User Types.

Creating New Users

  1. Click on the My Account tab in the navigation bar.
  2. Click on Users to get to the User Management page.
  3. Click Create User button.
  4. Enter a unique Username.
    • Important Note: We highly recommend usernames should be your user's work email address.
  5. Next, fill in at least all required fields marked with a red asterisk.
    • Below is descriptions of all the fields:
      Field Name Description
      First Name *required The user's First Name.
      Last Name *required The user's Last Name.
      Email

      *required The user's work email.

      Important Note: You CANNOT use the same email for multiple users. Each user needs a unique email.

      Phone The user's phone number.
      Timezone The timezone this user works in. This will affect the time on the Dispatch Board and Mobile App.
      Company *required The user's company. When creating a user, this will default to your account.
      Default Office *required The user's Office that they will be associated with.
      Default Warehouse The user's default warehouse. When sourcing an item to a warehouse as this user, this warehouse will populate as the default on the ServiceTrade Mobile and Office App.
      Manager The user's manager. This can be any user in your user list. This is for future features and currently is only for reference at this time.
      User Details Any notes or info you want to record about this user.
      Default Labor Item Default En Route Labor Item, Default On Site Labor Item, and Default Job Prep Labor Item is for a future feature and currently has no functionality at this time. We recommend leaving these blank.
    • Note: If you are using Service Reviews, the Technician's email must match their email in NearbyNow.
  6. Select whether or not the User Type is a Salesperson, Helper, or Technician.

    • Salesperson - This User will not count towards your overall subscription license total when selected. A default Role is not assigned to the User. This User Type, allows you to assign this User to quotes, contracts, and track the Salesperson.

    • Technician - This User will not count toward your overall subscription license total when selected. The default Role assigned will be "Account Placeholder Tech" unless you have created a custom Tech Role.
      This role will not give you full access to the mobile app. You will need to add an additional Account Tech role with 'Mobile App Access' and 'Perform a Job as a Tech' activity. This action will count towards your overall license subscription total.

    • Helper - This User will count towards your overall subscription license total when selected. The default Role will be "Account Tech Helper." A Helper can only have the Role "Account Tech Helper." What is a Helper License?
      Note: You can combine User types. However, you cannot combine a Helper and Technician User Type.

  7. If a User is a Technician or Helper, you will need to select any relevant Service Lines, which correspond to their ability to complete a Job for a given trade.
  8. Click Save.
ST_Office_Create_Users-Fields.png

 

Assigning Standard Roles to the User

Roles control what the User can do. A pre-set amount of default Roles are available and can be selected for a User.

Select the Role or combination of Roles that best fits the User you've created.

If you need Activities that vary from the standard Roles, you may wish to create and assign Custom Roles.

ST-Office-Users_Assign_Role.png


Adding a User Profile Photo

We recommend adding professional and identifiable photos of your Techs for use on the Dispatch Board and communication messages to your Customers (via En-route notifications and Service Links.) 

ST-Office-User_Change_Photo.png


Configuring User Notification Settings

Clicking the Notifications accordion opens a Notifications Settings Menu that allows you to control what notifications the User will receive. These notifications will be sent to the User's email address.

More details on managing notifications are available in this article.

ST_Office_Users_Notifications.png

 

Technician-Specific Labor Items and Costs

Clicking the Labor Costs accordion opens a Labor Costs Menu that allows you to set Tech-specific Hourly Cost for Labor Items.

The Labor Costs Menu will list every Item with the "Labor" Item Type in your Item List.

Enter the Hourly Cost for each Labor Item here:

ST-Office_Users_Labor_Costs.png

Note: When Labor Items are added to a Job, Invoice or Quote with this Technician as the source, the cost for the item you specify here will be applied to that Item.

Labor Items that do not have a specified cost for this Technician will get that item's default cost instead.

Tech-Specific_Hourly_Cost.gif

 

Repeat these steps for each Office or Tech User in your company.

More info on User creation is included in our User Management FAQ below.

Note: Users are not notified that you have created an account for them.  You will need to do so using whichever method you desire. 

 

Adding User Details to Users

User details are visible to your customers on Job Paperwork and should be used for external information you want your customers to know about your Tech.

This is an optional field.

  1. Click on the desired User.
  2. Click on the "Edit User" button.
  3. Enter the desired information in the "User Details" Section.
ST-Office-User_Details.png

Changing User Passwords

Note: ServiceTrade holds security in the highest regard and assures its users that we will never request their login credentials. Your trust and data security are our top priorities.

As an Account Admin, you can only send your user's password reset emails.

  1. Log in as an Account Admin.
  2. Navigate to the Users page.
  3. Select the User whose password you want to reset.
  4. On the User's page, click the Reset Password button.
    Other User Reset.gif
  5. On the Reset Password pop-up window, confirm the user's email address.
  6. Click the Reset Password button.
  7. This action will send a password reset email to the user's email address.
  8. The user will then click Confirm to be redirected to a Change Your Password Menu.
  9. They will then enter and re-enter their New Password.
    Screenshot 2023-09-20 at 2.31.44 PM.png
  10. They will then click Reset Password to finalize the password reset.

If the user does not recieve their email have them check their Spam or Junk Mail folder from no-reply@id.servicetrade.com

If they do not receive the email, you can change the user's email. Follow the instructions here Creating and Managing Users. Then follow the instructions above:

 

Changing Usernames

Account Admins now have the ability to change usernames.

  1. On the Navigation Bar, hover over My Account.
  2. Then click Users.
  3. Click to select the User.
  4. Click the Change Username button.
    Screenshot-2024-04-02-at-12-21-38-PM.jpg
  5. Enter the new username in the New Username field.
    Screenshot 2024-04-02 at 12.23.51 PM.png
    • Important Note: Usernames must be unique across all ServiceTrade Accounts.
  6. Click Save when done.

FAQs

Which Users count towards my subscription license total?

Technician and Helper Users that count towards your subscription license total are defined in the Master Subscription Agreement as follows:

“Technician Users” means individuals authorized by You to use the Services, who have been
supplied User identifications and passwords by You (or by Us at Your request), who can be
assigned to deliver Jobs, and who are eligible to use the mobile application to review and report
Job-status information. Technician Users may include but are not limited to Your employees,
consultants, contractors and agents, and third parties with which You transact business."

 

To view your Users that count towards your Technician and Helper subscription license total, Navigate to the Users Page in ServiceTrade.

A User is given the Paid License Status check mark when assigned a Role with the Activity "Mobile App Access" granted.

The “Mobile App Access” activity must be granted to a User to access both the Mobile App and Tablet Web View.

Note: Users with a Paid License Status with a checkmark indicate that the User will count towards your overall subscription license total.

User_Type_Badges__1_.png

  • A User with a User Type "Technician" and a Paid Status Checkmark will count towards your overall Technician subscription license total.
  • A User with a User Type "Helper" and a Paid Status Checkmark will count towards your overall Helper subscription license total.

Total_Subsription.gif

 

To export a list of your Technician Users:

      1. Navigate to your User List
      2. Click on the "Export to Spreadsheet" option on the top right.
      3. In the export, you'll find a column called "is_Tech" that indicates which Users are Technicians.

What is a Placeholder Technician?

Placeholder Technician Users can be used for various purposes such as scheduling equipment on Jobs, tracking office-user assignments to appointments, or tracking additional appointment statuses. It is not a User Type, but it can be established by applying the Role "Account Placeholder Tech."

To create a Placeholder Technician User, you must assign the Role "Account Placeholder Tech" to a User's account. This user will not count towards your overall paid subscription license total unless the "Mobile App Access" activity is also granted to that Users account.
Placeholder.gif

How do I change a Tech's office?

  1. Go to My Account Tab
  2. Click on Users.
  3. Click on the Tech you wish to change.
  4. Click Edit.
  5. Change their Default Office.
  6. Save.

ServiceTrade won't let me have the Username that I want.  It says "Username is unavailable" but I don't have anyone in my account with that Username. 

  • Usernames must be unique across ServiceTrade, not just your account. 
  • Similar to a service like Gmail, if you desire a simple Username such as jsmith, it is likely taken, where mycompany.jsmith or jsmith@mycompany.com (email address as a Username) is almost certainly available.  
  • Try another Username.

What is a good practice/schema for Usernames?  

We recommend using your work email as your Username.

One of my Users got locked out from too many failed login attempts. How do I unlock them?

What password guidelines do you recommend?

Creating strong and secure user passwords is essential in safeguarding personal and online information. Your password must contain:

  • At least 8 characters
  • At least 3 of the following:
    • Lowercase letters (a-z)
    • Uppercase letters (A-Z)
    • Numbers (0-9)
    • Special characters (e.g. !@#$%^&*)

Though we only require 8 characters we highly recommend using longer 16-64 character passwords. Avoid using easily guessable information, such as birthdates or common words. It's also crucial to have unique passwords for different accounts, as this prevents a breach in one account from compromising others.

Regularly updating passwords and refraining from sharing them with others is equally important. Employing the use of password managers to generate and securely store complex passwords can significantly enhance security. In essence, a strong password acts as a critical barrier against unauthorized access, ensuring the protection of sensitive data and personal and company accounts.

Can I log into ServiceTrade with my Google Workspace or another Corporate Identity Provider?

Read more about upcoming changes here: Preparing Your Account For Corporate Identity Provider Integrations

Can I use my Active Directory credentials to log into ServiceTrade?

We don't natively integrate with any AD systems, and it's unlikely that we will do so in the foreseeable future.

However, you can create, change, and assign/remove Roles from Users via our User API endpoint. So you can create scripts on your AD server (or your User management platform) that provision and manage ServiceTrade Users in response to changes you make at the AD level via our User API.

Can I restrict my Users' access times?

Authorized access time-of-day management is unlikely to be added to ServiceTrade in the foreseeable future.

However, you could probably achieve something similar with an API script on your AD server that will deactivate, and/or "fuzz" the passwords of, Users at the beginning of their locked-out period (6 pm, say), then reactivate (or "un-fuzz") them when you intend for access to be restored.

Where can I see a User's activity?

  • User login activity itself isn't auditable by end-Users, but most significant actions (changes to records, the creation of new records, etc) are recorded on the History page.
  • If you're looking for a more systematic way to review changes to records, our history API endpoint gives access to this.
  • You could use this in a batch-oriented way (once a day, a month, etc) or in real-time using a webhook listener and a middleware platform such as Zapier, using some business logic that recognizes anomalous behavior and then puts those history records in a Google Sheet/emails them to you/whatever.

What should I do in ServiceTrade if a staff member is leaving permanently, or no longer needs access for some other reason?

  1. As an Admin User, view their User page and change their password right away if security is a concern.
  2. Search for all Quotes assigned to them and reassign, if applicable.
  3. Search for all Jobs where they are the Job owner and reassign, if applicable.
  4. If they are a Tech, when deactivating there is an option to reassign both open Jobs and replace them or remove them as the preferred Tech on recurring Services.
  5. View their User page, click Edit User, and change their status to "Inactive".

 

 

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