Users
When you subscribe to ServicePilot, you will get a user that can manage your ServicePilot subscription and all of your ServicePilot configuration. For better security and traceability, each user of ServicePilot should be provided with their own credentials for the access level they require. The access levels are specified in ServicePilot user groups. ServicePilot users are then created and assigned as members of a group.
Users are defined by their unique Username which is an Email address except for some On Premise deployments of ServicePilot. ServicePilot integrates with Microsoft Entra ID, Sign in with Google and other OpenID Connect authentication platforms. Users still need to be defined in ServicePilot to assign ServicePilot group membership.
Contact ServicePilot to enable OpenID Connect authentication integration with a ServicePilot Cloud tenant. The tenant will need to provide ServicePilot with an OpenID Connect URL, Client ID and Client Secret for an application defined in their authentication platform. ServicePilot will then provide a Single Sign-On URL (ex: https://cloud.servicepilot.com/auth_openid?tenant=###) and Sign-in redirect URL (ex: https://cloud.servicepilot.com/signin-oidc-###) to the tenant.
ServicePilot access levels
There are three levels of permissions that can be given to users of ServicePilot. These can be further restricted to parts of the configuration by only allowing users of a particular group to see a subsection of the hierarchy of views.
Groups are also used when scheduling PDF reports. If a PDF report is generated using a group that can only see a part of the view hierarchy, then the content of the report will also be limited to this view hierarchy.
| Admin | Operator | Reader |
|---|---|---|
| Users of a group with Admin access level have all rights. They may add and remove users, groups, policies and monitored resources as well as make all other configuration changes. | Users of a group with Operator access level may manage and unmanage views and resources as well as acknowledge events add notes. | Users of a group with Reader access level may only view the monitored resources. |
| Admin group users cannot be restricted to only parts of the configuration. | Operator group users can view dashboards and reports to which their group has been given access as well as run reports on demand. | Reader group users can view dashboards and reports to which their group has been given access as well as run reports on demand. |
| Operator group users may be given rights to modify existing resources on a per group basis. | Reader group users can be restricted to see only parts of the view hierarchy. | |
| Operator group users can be restricted to see only parts of the view hierarchy. | Reader group users cannot open the configuration menus that allow access allowing access to Provisioning, Policies, Reporting, Agents, Users/Groups and other settings. | |
| Operator group users cannot open the configuration menus that allow access allowing access to Provisioning, Policies, Reporting, Agents, Users/Groups and other settings. |
Add/Edit ServicePilot groups
- Using a user with admin privileges, log in to ServicePilot.
- Open SETUP > Parameters.
- Click on Users/Groups > Groups.
- Click on the + Add a group button to add a new group or the blue pencil button to edit an existing group.
- Set a unique group name and specify the access level for users of this group. The authorized views parameter can be set to a list of top level views and their sub-views that users of this groups can see. An asterisk character allows all users to see all views. By default, users will be taken to the standard service dashboard when they first log-in. This can be changed by setting a relative URL for the Homepage parameter.
- Click OK.
- Finally, click Save.
Add/Edit ServicePilot users
When adding users to ServicePilot, use a unique Email address as the Name. If using Microsoft Entra ID, Sign in with Google or other OpenID Connect authentication platforms, the Name will match the remotely authenticated Email address.
A password must be filled in. This needs to be a secure password even if using remotely authenticated users as it is always possible to log in using a locally defined password.
- Using a user with admin privileges, log in to ServicePilot.
- Open SETUP > Parameters.
- Click on Users/Groups > Users.
- Click on the + Add a user button to add a new user or the blue pencil button to edit an existing user.
- Set a unique user name (Email address), a password and a group to which the user should belong. The Email parameter is optional. If the user is a member of a group with Admin access levels then the user will receive general alert emails from ServicePilot by default. The IP Autologin parameter is designed to view dashboards on a wall display. Set an IP address and a password. This password then needs to be added as a parameter to the end of the URL when opening web pages. We recommend that this be limited to Reader access levels group users.
- Click OK.
- Finally, click Save.
User settings
The User Settings modal allows each user to manage their personal information and customize their experience in ServicePilot. It consists of two separate sections: Profile and Preferences.
To access user settings:
- Hover over the User icon in the upper-right corner of the interface.
- Click User Settings.
- Make the desired changes in Profile or Preferences.
- Click OK to save and apply the changes.
User profile
The Profile section contains the user’s personal information as well as account security options.
Users can enter or update their personal information:
- First Name
- Last Name
- Email Address
- Phone Number (if applicable)
This information is used for identification within the interface and for certain notifications.
You can also change the user account’s password.
User preferences
The Preferences section allows each user to customize the display, behavior and overall experience of ServicePilot. The settings configured here are specific to the user and do not affect other accounts on the platform.
Preferences are grouped into three categories: Interface, Status Changes and Dashboards.
Interface
Theme
Allows you to select the visual theme of the interface (light, dark, etc.). The change takes effect immediately and applies to the entire application.
Language
Sets the interface display language (English, French or Spanish). It is automatically set based on your browser’s language preference order. The interface will default to English if your browser’s language preference list does not include one of the languages supported by ServicePilot.
Homepage
Allows you to choose the home page displayed when logging into ServicePilot.
Dynamic Dashboards menu
Allows you to display only technologies with provisioned resources in the left-hand menu under DASHBOARDS.
Reduced left menu (Desktop)
Allows you to automatically collapse the left-hand sidebar on desktop screens.
Geomap label
Adds labels to location pins in map widgets.
Geomap grouped
Enables the grouping of items on geomaps when multiple location pins are geographically close to each other.
Status changes
Default alert mode
Sets the default alert display mode: Problems, Anomalies or Resources.
Alerts in tables
Allows you to select a default display style for alerts in tables: Background Color, Bullet Point, Smiley or Weather icon.
Dashboards
Widgets chart height
Allows you to set a default height for widgets displayed in dashboards.
Default calendar value
Sets the default time period selected in dashboards:
- Last 30 minutes
- Last 60 minutes
- Last 2 hours, etc.
Graphic legend on top
Allows you to move the chart legend to the top of the widget.
