This MOdule " Configuring User Accounts" gives youa brief description of USer Accpunt Configuration in CA SDM -ArshadHavaldar

1. 5.CONFIGURING USER ACCOUNTS

2. 5.1 CONTACTS
• In CA Service Desk Manager, users are named contacts, and you can perform several tasks
to set up and manage them:
■ Set up contacts manually.
■ Organize contacts into groups that define areas of responsibility.
■ Establish contact types to organize your CA Service Desk Manager contacts into logical
groupings based on how they use the system.
■ Import LDAP user information into a CA Service Desk Manager contact record.
■ Assign a contact to a role to define the accessible system functionality.
■ Assign a special handling type, such as Very Important Person (VIP), to a contact
• Everyone who uses CA Service Desk Manager must be defined as a contact.

3. 5.2 CONTACT DEFINITIONS
• A user‘s contact record defines the user information that the system needs as follows :
 Basic Identification
 Login
 Security
 Service Type
 Automatic Assignment

4. 5.3 GROUPS
• A group is a collection of contacts that share a common area of responsibility.
• In CA Service Desk Manager, groups are implemented using the predefined group contact
type, making a group just a special type of contact.
• A group has the same basic information as a contact, with the important additional feature that
groups are one of the keys to automatically assigning requests
• You can associate request areas, locations, and a work shift with a group. These attributes
are used to determine if and when the contacts in the group can accept automatic assignment
of a request

5. 5.4 CONTACT TYPES
• Contact types are used to categorize CA Service Desk Manager users into logical groupings
based on how they use the system
• Determine Behavior Based on Contact Type
• Notification Setup Based on Contact Type
• Select Contacts Based on Contact Type

6. 5.5 SPECIAL HANDLING TYPES
• You can define special handling types that identify contacts who require special attention.
• You can use the special handling types that CA Service Desk Manager provides or create
your own types
• The following examples are contacts that special handling types can identify:
■ Very Important Persons (VIPs) such as executives
■ Customers with support renewal in process
■ Customers with disabilities requiring special handling or equipment
■ Visitors
■ Contacts suspected of misusing or abusing system resources

7. 5.6 LDAP DIRECTORY DATA
• Lightweight Directory Access Protocol (LDAP) is a network communications protocol for
querying and modifying directory services running over a TCP/IP network.
• An LDAP directory is a tree structure that contains entries for managing users, groups,
computers, printers, and other entities on a network.
• Note: The ldap_virtb component provides LDAP integration functionality, is installed with CA
Service Desk Manager by default, and can run on either a primary or secondary server,
regardless of operating system type
• CA Service Desk Manager utilities can verify that LDAP integration is working correctly or not.