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Reporting an incident (External user)

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An external user can create selected Workflows, Incidents and Problems, fill out form fields, execute activities, view instance histories and write comments.

The access to the system by the external user has been centered in a customer portal. It is possible to create the Workflow/Incident/Problem tracking and start widgets in the "External user portal" menu available in SoftExpert Configuration.

The access to the system by the external user is separate from corporate users and must be allowed in the system configurations (CM008 menu). The external users must be created as customer contact to maintain the relationship with the companies. Thus, it is possible to use them as requesters in an Incident/Problem/Workflow instance, for example.

 

Restrictions related to external users:

External users cannot be associated with functional roles, departments, positions or teams, as they are not part of the corporate structure - external users are linked in the contact section of the company (Customer) data;

The user will only be the executor of an activity if they are the instance requester/starter, and the activity must be set for the starter/requester;

The external user cannot edit the requester user nor create/view private comments;

The activity execution screen for an external user displays only the form, not allowing access to the flowchart, activity assignment, security and other associations.

 

External user access configuration
External user creation
Process configurations
Configuring the "External user portal"
Creating an incident
Executing an activity