Requesters

Requesters can be internal or external users. Infraon enables Technicians (Tech Support User/NOC Operator) to raise an incident/request on behalf of the requester.

Requesters can be enabled with access to the Infraon Requester Portal, allowing them to raise incidents, service requests, and change requests. Requesters can also access the Knowledge Base.

What you see on the screen

The button next to the 'Invite Requester(s)' button can toggle the requesters' page view between List View and Card View.

Details displayed are as follows:

• Username

• Mobile

• Requester Type

• Department

• Status

• Action

Edit and delete action icons are available for each list item or card (on mouse hover). To log in to Infraon, the requester's status must be 'Active.'

Invite Requester(s)

There are two ways to add Requesters to Infraon: Invite and Add. Click on the 'Invite user(s)' button at the top right corner.

Enter mail address(es) and select role using the dropdown menu. Multiple requesters can be invited in a single instance.

The invite link expires in 36 hours (can be changed in settings). New invites must be sent to re-invite requesters.

Instructions to 'Invite a Requester'

Click on the 'Invite Requester' button.

Label	Action	Description
Enter Requester's Email ID	Add the email address(es) of the requester(s) you wish to invite onto Infraon. Separate multiple addresses using a semicolon (;) or a comma (,)	[e-mail]; [e-mail]; This email address will be used for future communications with the requester.

Click on the 'Invite.' Administrators and other privileged users can see the status of pending invites and resend them using the pending notifications icon.

Instructions to 'Add a Requester'

• Go to Infraon configuration on the left panel and navigate User Management -> Requester.

• Click “Add a Requester” at the top panel beside the ‘Pending Invitation’ option.

There are two options for adding a Requester; let’s look at each in detail.

Manually

Add the details below to the respective call-out boxes.

Requester Details| Fields

Label	Action	Description/ Example
Change	Click to add or change the requester’s profile photo.
Full Name	Add the first and the last name of the requester.
Email	Add the mail address of the requester.
Phone Number	Add the specific mobile number of the requester.
Landline Number	Add the landline number of the requester.
Contact Extension	Enter the shorter telephone number that can be assigned either to an individual, to a team, or to a department.
Type	Select the type of requester.	A requester can be Internal or External. Note: If ‘External’ provide the organization name.
Enable Login		Configure the requester's login credentials for self-service portal access.
Is Active		This option applies if the requester is currently active and their account is in use.
User ID	Add a user ID for the requester.
Password	Add the required password to log in.
Time zone	Add the specific time zone the requester is available in.
Language	Select the appropriate language.
Enable Reporting		Add the requester's reporting manager (optional) with a click of the toggle icon. Note: Add the reporting manager in the consecutive call-out box.

Click Submit to create the requester. To add work details and address, click Next.

Work Details| Fields

Label	Action	Description/ Example
Designation	Click to add the designation of the requester.
Department	Select the department from the drop-down box.	Technical Department, IT System, etc.
Employee Type	Select the type of employee from the drop-down.	Internal or External.
Joining Date	Add the joining date of the employee.
Notify Email ID(s)	To notify the respective user, add the email ID.
Notify Phone No(s)	To notify the respective user, add the mobile number.
Tags	Select to add a tag from the drop-down box.	DevOps, Front Desk Manager, etc.
Service Hubs	Select the appropriate service of the requester from the drop-down box.	Head Office, Branch Office, etc.
Employee ID	Enter the employee ID of the requester.

Address Details| Fields

Fill in the address field based on the requester’s work location (Base location or Work Location). Choose the appropriate location from the dropdown menu. Use the addresses already stored in Infraon's address book.

Import from CSV

This method is used to add multiple requesters at once. Follow the below steps:

• Download the CSV file (Excel sheet) and enter the requester details into the sheet.

• Upload the same edited CSV file.

• Click Next -> Import -> Proceed with Valid Records.

Bulk Requester Delete from UI

Bulk Delete Requesters! Remove requesters with mapped assets, ensuring ticket closure. The Owners with active tickets or associated users cannot be deleted; replace the owner in the pop-up.