Contacts

TeamHeadquarters allows you to attach corporate Contacts to Projects and Tickets.

The contacts may be stored either in Active Directory or in TeamHeadquarters, depending on your local configuration.  There are some functional differences between the two options.  See your System Administrator for more information.  

The Entry On Demand offering includes TeamHeadquarters Contacts.

Managing Licensing by Changing the Contact State

Starting with Version 6.1, the Contact State is used to control licensing:

1. Licensed User represents a fully licensed user for TeamHeadquarters and the Customer Portal.

2. Contact with Portal represents a licensed user of the Customer Portal only.  These users cannot log into the main TeamHeadquarters or Entry.com sites, but they can log into the Customer Portal and can interact via the Email Agent.

3. Contact represents a Ticket or Project contact who can interact with your agents via the Email Agent.

4. The Inactive state represents a contact who is retained for record keeping purposes but cannot log in or be listed on a Ticket or Project.

Password Resets

For TeamHeadquarters Version 5

• Your User ID and Password in TeamHeadquarters are from the Active Directory associated with your TeamHeadquarters server.

• To change your password, right-click on your Personal Workspace and select Reset Password.  You will then be required to enter your old password, along with your new password twice.   

For TeamHeadquarters “On Demand”

There are two ways to reset a user's password in TeamHeadquarters On Demand:

• 1. A User can reset their password by right-clicking on their Personal Workspace and selecting Reset Password.

• 2. A TeamHeadquarters Administrator can reset the password for a user.  In the THQ Contacts folder, select the user in question and launch the Contact Edit screen. On this screen you will find the Reset Password button.  Administrators can click on this button (it will be disabled for non-Administrators) to generate a new random password which will be emailed to the user's email address.

NOTE:  Option #1 is your only option when resetting your own password (even if you are an Administrator).

For TeamHeadquarters Version 6 “In-house” version

A User can reset their password by right-clicking on their Personal Workspace and selecting Reset Password.

NOTE:  For the TeamHeadquarters Reset Password function, users need to have Reset Password on Self permissions in Active Directory.  To check this:

• In Active Directory, right-click on the user and select Properties

• Click on the Security tab

• Under Group or user names click on Self

• Under Permissions for Self, the Reset Password permission checkbox must be checked for Allow