Operators

Anyone who uses XTRAC is an XTRAC operator. For each XTRAC operator, you can define the following information as part of their operator profile:

• Identification for the individual.
  See Identification Information.
• The type of XTRAC user: individual, multi-user, or system.
  See User Types.
• How the operator logs into XTRAC: using single sign-on or the XTRAC Login window.
  See Login Information.
• The options that enable automatic and manual transfer of work items out of and into this operator’s personal queue.
  See Work Item Transfers
• The entitlement sets that specify what this operator can do. Only one entitlement set can be in use at any one time.
  
• Additional comments for the operator. You can include free-form information for the operator on the optional Comments tab.
• You can also choose to manually disable an operator, or let the system automatically disable inactive operators. See Disabling an Operator

You can create an operator profile before you create any other XTRAC components. However, you can associate one or more entitlement sets with an operator only after you create that operator's profile.

Identification Information

You define information that uniquely identifies an operator using the fields on the Operator Detail window.

You must provide a unique Rep ID, the operator’s name (middle name is optional), a password (and its verification), and the user’s type (system, individual, or a multi-user).

The operator uses the password that you assign to log into XTRAC Workbench. A strong password is not required to set up the account. The first time operators log in, they are asked to change their password. At that point, they can set the strength of the password.

You can define other optional information about the operator, including the operator’s company, location, email address, email notification, mail zone, telephone number, and extension. This information is listed in the Operator Information window in XTRAC Workbench.

User Types

You specify if an operator profile is used by an individual, who is specified by an individual’s corporate ID, another application that interfaces with XTRAC through B2B or Web services, or multiple users.

You can configure different types of users to have different session renewal and session expiration times and different password expiration policies.

If you want to have a user type specifically configured for your business unit, contact your CSE.

Login Information

You specify if an operator uses single sign-on to access XTRAC or if that operator logs into XTRAC using the XTRAC Login window.

The following table shows how the Must Use Single Sign-On check box in the Operator Detail window and the <UseSSO> line in the xwm-config.xml file determine how an operator logs in:

Work Item Transfers

You can enable the transfer options from the Options tab in the Operator Detail window:

• Allow items to be automatically transferred out of this operator's personal queue: The transfer rules that are defined for the node where the work item resides fire.
• Allow items to be manually transferred out of this operator's personal queue: The operator can override the transfer destination that is defined for a work item. XTRAC selects this option by default.
• Allow items to be automatically transferred into this operator's personal queue: (Default) You can use this operator’s personal queue as the destination queue when setting up transfer or sampling rules. The queue is also used when the operator resumes a suspended work item and the suspension rule uses the Return To Me suspension expiration option.
• Allow items to be manually transferred into this operator's personal queue: (Default) The personal queue can accept work items that have been manually transferred. For example, this queue name was entered in the Transfer To field or was selected from a Search Results or a Work List Transfer window.

Creating an Operator

Note: To create an operator, you need the Create Operator security function as part of the security group that is associated with your entitlement set.

IMPORTANT: If you associate several operators with one entitlement set and then you make a change to the entitlement set, the change affects all of the operators that are associated with that entitlement set.

To create an operator

1. In Feature Explorer, click Environment > Operators.
2. In the Operator Summary window, click New.
3. In the Operator Details window, fill in all required fields.
4. (Optional) On the General tab, fill in any optional fields.
   
5. Click the Options tab, and fill in any required fields.
6. To associate an entitlement set with this operator, click Add.
7. In the Select Entitlement Set window, select the entitlement set to associate with the operator, and then click OK.

The entitlement set that you selected is listed in the Entitlement Sets check box.

8. Select the entitlement sets that you want the operator to use, and then click Check.

XTRAC marks the entitlement sets that you selected as In Use.

Note: Only one entitlement set can be in use at any one time.

9. Click Save.

XTRAC saves the new operator profile.

Operators in Multiple Organizations

You can request that XTRAC Support set up more than one organization in your business unit. Different organizations let you include walls of separation so that work can be segregated in your business unit.

You can allow operators to work in more than one organization. The organizations must exist in the same XTRAC environment and reside on the same machine using the same database.

For operators to work in multiple organizations, you must create an operator profile in each organization that you want the operator to work. The operator’s personal information is considered universal and is the same across all organizations. However, the operator’s work information is defined specifically for each organization.

For example, David is an administrator in Organization A. He logs into XTRAC Administration and creates an operator profile for Rep ID A208972, Kimberly Glass.

XTRAC uses the Rep ID to identify Kimberly in all organizations. David enters Kimberly's personal information when he creates Kimberly's operator profile (Rep ID, name, password, company, location, mail zone, and phone number). This information is the same for all organizations that Kimberly belongs to.

Note: Email is not part of the operator’s personal information. It is not shared across organizations. An operator can have one email address in one organization and a different email address in another organization. Email Notification can be turned on in one organization and turned off in another.

David then associates an entitlement set with Kimberly's profile that includes information that is specific to the organization (work and view access group, security group, etc.). This operator profile is associated with Organization A because David is associated with Organization A.

Cindy is an administrator in Organization B. She logs into XTRAC Administration and also creates an operator profile for Kimberly. She enters Kimberly's personal information, associates the applicable entitlement set for Organization B, and saves her changes.

XTRAC then looks at the Rep ID of the operator profile and checks if this operator already exists. Because Kimberly's profile exists, XTRAC does not save Kimberly's personal information. It saves only the work information associated with Organization B. The Operator Summary window now lists the individual record for Kimberly's operator profile. If Cindy opens Kimberly's operator profile, she can see all of the entitlement sets that she associated with Kimberly. However, Cindy can also see the personal information that David entered.

If either David or Cindy opens Kimberly's profile and makes a change to her personal information, both David and Cindy see the change in Kimberly’s operator profile.

Notification About Work in a Personal Queue

You can configure a profile for an operator so the operator is notified by email when a new work item is created or transferred into their personal queue. These options are selected on the General Tab of the Operator Detail window.

XTRAC monitors the operator’s personal queue at specified intervals for new work items. When a batch is set up, XTRAC Technical Services defines the time intervals when XTRAC monitors this queue. For example, first thing in the morning and again an hour or two before the operator’s shift ends. If the time interval needs to be changed after the initial setup, notify XTRAC Technical Services.

When XTRAC finds that new work items are in the queue, it sends an email to the operator. XTRAC sends the email from the designated email notification administrator within your organization.

Note: There can be only one designated administrator in an organization. The administrator's email address must be included in the profile for that administrator.

You are responsible for validating an email address. If the email address is invalid or cannot be delivered for any reason, XTRAC returns the undeliverable email to the designated administrator.

If you check the Email Notification check box so that an operator is notified and later mark the operator for deletion, XTRAC automatically clears the Email Notification option. If you then choose to unmark the operator for deletion, you must manually check the Email Notification option again.

Note: XTRAC does not send email messages about work items that are already in the operator's personal queue before you associate their address with the queue.

XTRAC sends identifying information about each work item. For example, XTRAC can send the following email message:

The following XTRAC work has been transferred into the queue: <QUEUE NAME>.

If you received this email by mistake, please notify the sender in a reply to this email.

XTRAC uses the following rules when it creates the email notification message:

• If the work item does not contain a value for Subtype or Memo, the fields are blank in the message.
• The Date/Time field reflects the date of the last event. For example, the last time that the work item was opened, closed, or updated.
• If an operator has Microsoft Outlook Out of Office Assistant turned on, XTRAC returns an Out Of Office Autoreply message to the designated administrator.

Reactivating an Operator After Login Failures

After six failed attempts to log into XTRAC Workbench using the same Rep ID, XTRAC suspends the operator’s account. You must open and re-save the operator's profile to reactive the operator.

To reactivate an operator after a log in failure

1. In Feature Explorer, click Environment > Operators.
2. In the Operator Summary window, double-click the name of the disabled operator.
3. In the Operator Detail window, in the Password field, enter a temporary password.
4. In the Verify Password field, enter the temporary password again.

Note: You do not need to use a strong temporary password. XTRAC requires the operator to change the password when they login successfully. At that point, the operator can set the strength of their password.

5. Click Save.

XTRAC resets the password for the next login only. Operators must change their password the next time they log into XTRAC Workbench.

Note: If the operator is an administrator and failed to login to XTRAC Administration, they must call the Help Desk to unlock their account or reset the NT password.

Disabling an Operator

XTRAC automatically disables inactive operators by running a batch job. The batch job runs every night at 6 p.m. by default. It looks for operator accounts that have been inactive for 90 days. The batch job also looks for new operators that haven't logged into their account in the 30 days after their account was created.

You can manually disable an operator in XTRAC in the Operator Detail window. You can also mark an operator for delete, which removes the operator from the system when the daily batch job runs and effectively disables the operator.

See Viewing the History for a Disabled Operator.

To manually disable an operator

1. In Feature Explorer, click Environment > Operators.
2. In the Operator Summary window, select the name of the operator that you want to disable, and then click Open.

This window lists all of the operators that are currently in XTRAC. Disabled operators have a check mark in the Disabled column. Operators that are scheduled to be deleted when the next batch job runs, have a check mark in the Marked for Delete column.

3. In the Operator Details window, click the Options Tab.

This window lists all of the entitlement sets for the specified operator, Only one entitlement set for each operator should be enabled at any given time. Enabled entitlements sets contain a check mark in the first Current column.

4. In the row of the entitlement set that is currently enabled, in the Current column, click the check mark to remove it.
5. Click Save, and then click Close.

The operator is listed on the Operator Summary window with a check mark in the Disabled column.

Viewing the History for a Disabled Operator

If an operator is disabled, you can tell if the operator was manually or automatically disabled from the Operator History window. See Disabling an Operator.

For a disabled operator, this window lists the following information:

• Date - The date when the specified event occurred.
• Time - The time when the specified event occurred.
• Event - The event that occurred. "Update" is listed when an operator is disabled.
• Operator ID - The operator or system administrator that disabled the operator.
• IP Address - The IP address of the workstation that disabled the operator.
• Machine Name - The name of the workstation that disabled the operator. This value is usually the same as the IP Address.

If the operator was automatically disabled, the Operator History window also lists a Disabled by system message in the Memo column and System in the IP Address and Machine Name columns.

To view the history for a disabled operator

1. In Feature Explorer, click Environment > Operators.
2. In the Operator Summary window, select the name of the disabled operator that you want to view the history for, and then click Open.

This window lists all of the operators that are currently in XTRAC. Disabled operators have a check mark in the Disabled column.

3. In the Operator Details window, at the bottom of the page, click History.
4. When you are finished looking at the history information, click Close.

You can also choose to export the history information to an Excel spreadsheet by checking the Include History Details in Export check box at the bottom of the page.

5. On the Operator Details window, click Close, and then click Close on the Operator Summary window.

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