👥 Managing Users in TroubleTrakkerPRO #

Managing users is one of the most important parts of setting up and maintaining your TroubleTrakkerPRO environment. User accounts control who can log in, what permissions they have, which buildings they can access, and what notifications they receive.

This guide explains how to add, edit, lock, delete, import, and manage users in TroubleTrakkerPRO.

---

📍 Accessing Manage Users #

From the left-side navigation menu, go to:

Manage Users

Available options include:

• ➕ Add a New User
• ✏️ View/Edit Users
• 🗑️ Delete User
• 📥 Import Users from Other Services

---

➕ Add a New User #

Administrators can manually create user accounts directly within TroubleTrakkerPRO.

1. Navigate to Manage Users > Add a New User.
2. Complete the required fields.
3. Select the appropriate Group.
4. Enter the user’s email address.
5. Configure password and login settings.
6. Click Add New User.

---

🧾 User Information Fields #

The Add/Edit User screen contains several sections.

👤 Name #

This section includes:

• Prefix
• First Name
• Middle Name
• Last Name
• Suffix
• Job Title
• Description

At minimum, the user’s first and last name should be entered.

🔑 Login Credentials #

This section controls how the user logs in and what permissions they receive.

Fields include:

• Group
• Username
• Password
• Verify Password
• Force Change Password
• Lock User

👥 Group #

The selected Group determines the user’s permissions in TroubleTrakkerPRO.

Examples include:

• Users
• Technicians
• Building Administrator
• District Administrator

🆔 Username #

The username is what the user enters when logging into TroubleTrakkerPRO.

Common formats include:

• First initial + last name
• Email username
• Staff ID
• District naming standards

🔒 Password and Verify Password #

A password must be entered when creating a new user. The same password must be entered again in the Verify Password field.

Many schools choose to assign temporary passwords initially.

🔁 Force Change Password #

When enabled, the user must change their password during their next login.

This is commonly used when creating new accounts, resetting passwords, or assigning temporary passwords.

This option can also be turned off if preferred.

---

📧 Welcome Emails #

When a user is manually created in TroubleTrakkerPRO, the system automatically sends a Welcome Email to the user.

The Welcome Email typically includes:

• Login instructions
• Username information
• Password setup details
• A link to access TroubleTrakkerPRO

This helps simplify the onboarding process for staff and teachers.

---

📨 Welcome Emails During Bulk Import #

When K12USA performs a bulk import of users, schools may choose whether Welcome Emails should be sent immediately.

Available options include:

• ✅ Send Welcome Emails after import
• ⏸️ Do Not Send Welcome Emails at this time

Many schools choose to delay Welcome Emails until:

• Groups and permissions are finalized
• Buildings and rooms are configured
• Auto-assignments are completed
• Staff training is ready
• The district is ready to officially launch TroubleTrakkerPRO

Once setup is complete, the TroubleTrakkerPRO administrator can contact K12USA and request that login instructions be bulk emailed to users.

---

🚀 Recommended Rollout Process #

K12USA commonly recommends the following setup order:

1. 📥 Bulk import users
2. 👥 Configure Groups and permissions
3. 🏫 Configure Buildings and Rooms
4. 🔄 Configure Auto-Assignments
5. 🧪 Test ticket workflows internally
6. 📧 Request Welcome Emails/login instructions be sent

This usually provides the smoothest deployment experience.

---

🔒 Lock User #

The Lock User option temporarily prevents a user from logging in.

Common reasons include:

• Temporary leave
• Security concerns
• Account review
• Short-term access restriction

---

📬 Contact Information #

The Contact Information section includes:

• Email
• Home Phone
• Mobile Phone
• Fax
• Pager

Notifications may include ticket confirmations, assignment notifications, work report updates, closed ticket notifications, and overdue notices.

---

🏫 Building Assignments #

When editing a user, administrators can assign users to one or more buildings.

This is especially important for:

• 🏫 Building Administrators
• 🧑‍🏫 Principals
• 🛠️ Building-specific technicians

Building assignments help determine which tickets and notifications a user can access.

---

✏️ View/Edit Users #

To modify an existing user:

1. Navigate to Manage Users > View/Edit Users.
2. Locate the user.
3. Click the user’s name.
4. Make the desired changes.
5. Click Save User Changes.

Administrators can update the user’s name, Group, password, email address, building assignments, and lock status.

---

🗑️ Delete User #

Administrators can delete users when appropriate. However, deleting users should be done carefully.

---

👨‍🔧 Important Technician Account Note #

Technicians who have written work reports should not be deleted from TroubleTrakkerPRO.

Instead, K12USA recommends removing the technician from their Group.

This prevents future logins, system access, and permissions while preserving historical ticket and work report data.

---

🔄 Additional Auto-Assign Cleanup #

If the technician is configured under:

Manage Buildings > Auto Assign Problems to Techs

administrators should remove any auto-assignment rules associated with that technician before removing them from the Group.

---

📥 Import Users from Other Services #

This section allows administrators to import users who already exist in another K12USA service.

Supported services include:

• WorkTrakkerPRO
• WebMailPRO
• AssetTrakker

This is commonly used when a school adds an additional K12USA service later on.

To import users:

1. Navigate to Manage Users > Import Users from Other Services.
2. Locate the user.
3. Click the user to import them into TroubleTrakkerPRO.
4. Edit the user afterward if needed.

---

📊 Bulk Importing Users #

K12USA can bulk import users into TroubleTrakkerPRO for your school.

This is commonly done during initial setup, new school year onboarding, large staff imports, or multi-service deployments.

Schools can send an Excel spreadsheet or CSV file.

📋 Recommended Import Fields #

• First Name
• Last Name
• Email Address
• Username
• Temporary Password
• TroubleTrakkerPRO Group Name

Examples of Group Names include:

• Users
• Technicians
• Building Administrator
• District Administrator

---

🔗 Importing Users into Multiple Services #

If your school subscribes to multiple K12USA services, users can be imported into all services simultaneously.

Example spreadsheet columns:

• First Name
• Last Name
• Email Address
• Username
• Temporary Password
• TroubleTrakkerPRO Group Name
• WorkTrakkerPRO Group Name

This helps schools maintain consistent user access across services.

---

🔐 Password Management During Bulk Import #

During bulk imports, K12USA can:

• Assign temporary passwords
• Require password changes after first login
• Disable the password change prompt if preferred

This allows schools to choose the onboarding process that works best for them.

---

💡 Best Practices #

• ✅ Use bulk imports for large staff lists
• ✅ Keep email addresses accurate
• ✅ Assign users to the proper Groups
• ✅ Use temporary passwords for new accounts
• ✅ Assign Building Administrators to the correct buildings
• ✅ Lock users instead of deleting accounts when temporarily disabling access
• ✅ Remove former technicians from Groups instead of deleting them
• ✅ Review auto-assignment rules before deactivating technician accounts
• ✅ Keep historical user accounts for reporting consistency

---

🆘 Need Help? #

If you need assistance with bulk importing users, user permissions, password resets, Group assignments, Building assignments, technician account cleanup, or Welcome Email setup, please contact K12USA Support:

📧 support@k12usa.com
📞 877-225-0100