Users represent any individual or system that uses Utility Cloud. Your user is what you use to log in to Utility Cloud and do whatever you need to within the system, from completing work to seeing all of your assets and their history.

Every user is associated with a unique email address and requires at least one account and security role assigned to it. What you can do with that user in Utility Cloud is determined by the accounts and security rights you’re assigned, and to a lesser extent the role exceptions and stakeholder roles. You can customize yours and others' users any number of ways to make sure any user in Utility Cloud can do as much or as little as you want them to be able to do, from high-level administrator access to every part of your billing account down to only being able to view and complete work in a single account.


Searching for users

You can search for any users that share an account with you from the User Search page, found by selecting the Users tile from the Landing Page or the navigation bar. By default, your most recently performed search displays on the page set to card view. To switch to list view, select List View

, and to switch back to card view, select Card View
. Selecting any user's card in card view and row in list view will bring you to that user's User Details.

In card view, search results show as a card with the following information displayed:

  1. User Photo

  2. Full name

  3. Email address

  4. Company

  5. Job Title

  6. Address

  7. Phone Number

  8. Last Active Date

  9. Total Accounts

In list view, most of the same fields show in a list with filterable and sortable headers. You can sort by selecting the column header title and filter by entering a filter value in the text box. You can also show or hide columns selecting which columns you'd like to see in the Show/Hide Columns dropdown.

Security Rights Required:  View Users


Quick search

You can quickly find users you're looking for through the quick search. To find a user through the quick search:

  1. Select the Users tile from the Landing Page or from the quick navigation menu.

  2. Select an account from the account dropdown.

  3. Enter your criteria in the search bar, then select Search

    .

Quick search will return all users where your criteria matches the name, email, company, title, address, or phone number. By default only active users are returned, but you can also return inactive users by unselecting Active Only.

Security Rights Required:  View Users


Advanced search

You can be much more precise in which users are returned through an advanced search. To find a user through the advanced search:

  1. Select the Users tile from the Landing Page or from the quick navigation menu.

  2. Select Advanced.

  3. Below Advanced Search, select any facet.

    1. Where applicable, select an operator for that facet (such as equals, contains).

    2. Where applicable, enter your criteria after the operator.

  4. If necessary, select Add rule to add a new rule to your search or Add group to add a group of rules. By default, rules are set to AND. If necessary, select OR to change the conditions.

  5. If you've added a group or rule you don't need, select Delete to remove it.

  6. Once your criteria is finished, select Search.

Advanced search will return all exact matches based on the criteria you entered for each facet.

Security Rights Required:  View Users


Exporting users

You can export any search results to Excel from Utility Cloud. To export users:

  1. Perform any search in the User Search.

  2. In the upper right dropdown, select Export and confirm.

  3. Once your export is completed, you will be notified either from the job processing panel or an email and download your file from there.

    1. For job processing:

      1. Select Complete

        once your job has completed.

      2. If it isn't already, set Job Status to Complete.

      3. On the job card, select Click Here To Download.

    2. For email:

      1. In your inbox, search for an email from postmaster@utilitycloud.us with subject "User Export Complete".

      2. Follow the link to download your export.

In either scenario, your export will download as an .xlsx file. The template includes the below fields:

Security Rights Required: View Users; Export Users Search Results


Your user's details

All details on your user or others' users are visible on the User Details page. While any user you have access to can be found through the User Search page, you can access your own User Details anywhere through the navigation bar.

You can view any user's details so long as you have the appropriate security rights and share an account in common with that user. From a user's User Details, you can view that user's general and contact information, their assigned accounts, their roles and exceptions, and other preferences. Depending on your security rights, you can also edit all of this information.

You can also view and manage a user's status. For more information, see Managing user access.


There are some additional restrictions on which users you can see and edit based on your security roles and rights and those of the user you're trying to view.

  • Billing Account Admin: If a user has the security right Billing Account Admin, then only other users with that right can view their User Details.

  • Restriction Level: Users can only view other users with a restriction level with equal or lesser access. For more information, see Restriction Levels.

Security Rights Required: View Users


User information

The User Information panel contains basic user information and contact information that is viewable by most other users.

You can edit your user's basic user information by selecting Edit

in the upper-right corner of the panel. Every user has the following attributes available to edit:

  1. Email Only User: Any user configured as email only will receive emailed reports from Utility Cloud without ever needing to log. They won't be given credentials on user creation and must be managed by another user.

  2. Active: Any user that is able to log into and use Utility Cloud. Existing users that no longer should have access should be edited to be inactive.

  3. User Photo: A profile image for your user.

  4. Full name: How your user appears in Utility Cloud to other users.

  5. Email address: The email address your user is associated with throughout Utility Cloud. Email address is required and must be unique, and is how a user logs in and receives reports.

  6. Phone: A phone number associated with your user so that other users can contact you outside of Utility Cloud.

  7. Fax: A fax number associated with your user so that other users can contact you outside of Utility Cloud.

  8. Enable SMS Notifications: Any user can be opted into SMS notifications by an administrator with the security right “Can subscribe SMS”. For more information, see Enabling SMS notifications.

  9. Company: The company or organization your user's associated with.

  10. Job Title: Your job title.

  11. Country: The country you're located in.

  12. Address: Your address. If your country is the United states, then this will be broken down into Street, City, State, and Zip Code. Otherwise it will show as only Address.

Of the above fields, full name, email address, and country are required.

If you're editing a user's email address, that user will become unverified and will have to verify with the new email address. Until then, their previous email cannot be reused. For more information, see Verifying your user.

Any user can edit their own user information on the User Details page if they have the rights to view users, but they need the security right "Edit Users" in order to edit another's user information.

Security Rights Required: View Users; Edit Users


Enabling SMS notifications

Any user with a valid phone number can be set up for SMS notifications by an administrator by checking Enable SMS notifications. Once enabled, an opt-in SMS message will be sent to the phone number configured. That user must follow the instructions within the SMS message in order to be opted into receiving SMS messages. If the user chooses to opt out or the phone number is not reachable, then that user won’t be opted into SMS notifications.

Currently, only work order notifications are available for SMS notifications. From more information, see Work orders.

Users who have opted out of receiving SMS notifications can be re-enabled only once within a 30 day period. If that user opts out a second time, then they will not be sent the opt-in message again if you try to enable SMS notifications for them.


Security Rights Required: View Users; Edit Users; Can subscribe SMS


Accounts

The Accounts panel contains all accounts assigned to your user. This determines which accounts and by association assets, users, and work orders they can see in Utility Cloud. Unless you have the security right "Billing Account Admin", you can only see accounts your user is specifically assigned.

You can edit your user's accounts by selecting Edit

in the upper-right corner of the panel.

While editing your accounts, you can search using either the quick search or advanced search the same as in the Account Search page, and your results will display based on your own assigned accounts. Parent

and
Child accounts will show in your results, and selecting Plus
next to a parent account will expand your results to include all of that parent account's children.

Selecting any result under Available Accounts will add it to your Assigned Accounts. If that account is a parent account, selecting it once will add it and all children accounts; selecting it twice will add just the parent account; and selecting it a third time will deselect it. Alternately, you can select Add All to add all accounts in your results as well as any child accounts, even if they aren't in the current results; you can select Add All (non-recursive) to add all accounts in your results not including their children; or you can select Remove Selected to remove all accounts in your current results. You can select Remove All under Assigned Accounts to remove all currently assigned accounts.

All users are required to have at least on account assigned to them.


Security Rights Required: View Users; Edit Users; Edit User Accounts


Localization

The Localization panel contains your user's language and time zone settings.

You can edit your user's language or time zone by selecting Edit 

 in the upper-right corner of the panel.

Security Rights Required: View Users; Edit Users; Edit User Preferences


Roles

The Roles panel includes all of your user's security roles. For more information on security roles, see Security Roles.

You can edit your user's security roles by selecting Edit

in the upper-right corner of the panel.

There are some additional restrictions on which security roles you can see and assigned based on your security roles and rights.

  • Restriction Level: Unless your user's restriction level is 0 based on your roles, you can only view roles that you are already assigned and only assign roles to a user if they're of a lower restriction level than your own. For more information, see Restriction Levels.

  • Access Admin Only: If you have the security right "Access Admin Only", you can view all security roles when editing another user's security roles regardless of restriction level but cannot edit your own. You can still only assign roles to a user if they're of a lower restriction level than your own.

Security Rights Required: View Users; Edit Users; Edit User Security Profile


Role exceptions

The Role Exceptions panel includes all of your user's role exceptions. Role exceptions are either additional security rights added to a user besides those in their assigned security roles or specifically removed rights they otherwise would have access to within those roles.

You can edit your user's role exceptions by selecting Edit

in the upper-right corner of the panel. If you add a right then it will be available to your user even if it isn't in your security role. Once added, you can select a a right and then uncheck Has Right to revoke a right from a user, so that even if that right were available in your roles, your user will not have access to it.

Be careful when adding security rights to your user, especially all rights. Some security rights restrict access instead of adding it. In particular, adding "Access Admin Only" to your user will prevent you from editing your own role exceptions.

Security Rights Required: View Users; Edit Users; Can Assign Role Exceptions


Work orders

The Work Orders panel includes all of your user's preferences for receiving email notifications for work orders that they've created or where you're an assignee. You can receive either immediate notifications or scheduled summaries.

You can edit your user's work order preferences by selecting Edit

in the upper-right corner of the panel.

You can receive immediate notifications for when a work order is assigned to you, its details are edited, it's completed, it's due, or it's closed. These can be sent via email, SMS message, or both. Before you can receive work order notifications as SMS messages you need to have already enabled SMS messaged and opted in with a valid phone number. Bulk updates to any work orders in a route aren't included in immediate notifications to prevent you from receiving an overwhelming number of emails.

You can receive scheduled summaries of all your open work orders, completed work orders needing to be closed, and past due work orders. For each of these you can receive an email daily, weekly, monthly, quarterly, and yearly, and set the next date and time you'd like to receive an email. Once an email is sent the next scheduled date will automatically be set.

Security Rights Required: View Users; Edit Users; Access Work Order User Preferences; Can subscribe SMS


History

The History panel contains all audits of either actions your user performed or changes made against your user. The history panel only shows the most recent 100 audits, but you can find all audits ever made against your user in the Audit Trail page.

Security Rights Required: View Users


Creating users

You can create a new user in Utility Cloud at any time from the User Search. To create a user:

  1. Select the Users tile from the Landing Page or from the quick navigation menu.

  2. Select Create in the upper right of the page.

  3. Enter the required fields in the User Information tab, then select Next. Required fields include Full name, Email address, Country, Time Zone, and Site Language, and you can find more information on all fields in this tab below in the User information and Localization sections.

  4. Select at least one account in the Choose Accounts tab, then select Next. You can find more information on adding and removing accounts below in the Accounts section.

  5. Select at least one security role, then select Submit. You can find more information on adding and removing security roles below in the Roles section.

Once your new user has been created, you'll be returned to the User Search and a welcome email will be sent to the email address of the new user. The new user should then follow the steps outlined in Logging in for the first time.

New users will be deactivated and locked out if they haven't logged in the first 30 days since being created. You'll be warned at 15 days after you've created the user if they still haven't logged in.


Security Rights Required: View Users; Create Users


Copying users

If you'd like to more quickly create a new user with the same accounts and roles as another user, you can copy an existing user instead. To copy a user:

  1. From the User Search or User Details, select Copy User.

    1. In the User Search, select Copy User from the user card of the user you want to copy in the search results.

    2. In the User Details of the user you'd like to copy, select Copy User from the upper right dropdown in the User Information panel.

  2. Enter a new Full name and Email address and adjust any other details as necessary, then select Submit.

You won't be able to update the accounts or security roles when copying a user and instead will need to finish creating the user and update from the User Details. Once your new user has been created, you'll navigate to the User Details of the newly-created user and a welcome email will be sent to the email address of that user.

Security Rights Required: View Users; Copy Users


Importing users

You can create or edit a large number of users all at once by importing an Excel sheet. Both creating new users and editing existing use the same template, and you can either download a fresh template or use an export of existing users. To use an export, see Exporting users above.


Downloading a template

To download a blank template for s user import:

  1. In the upper right dropdown of the User Search, select Import, then select Download a Blank Template.

  2. Once your template export is completed, you will be notified either from the job processing panel or an email and download your file from there.


    1. For job processing:

      1. Select Complete

        once your job has completed.

      2. If it isn't already, set Job Status to Complete.

      3. On the job card, select Click Here To Download.

    2. For email:

      1. In your inbox, search for an email from postmaster@utilitycloud.us with subject "User Template Export Complete".

      2. Follow the link to download your export.

Security Rights Required: View Users; Export Users Blank Spreadsheet


Import fields

In either scenario, your template will download as an .xlsx file. The template includes the below fields:

  • Full Name (required): How your user appears in Utility Cloud to other users.

  • New Email (required for new user): The email address a new user will be set to or the email address you'd like to change an existing user's email to.

  • Original Email (required for existing user): The email address of an already-existing user. On import, this column indicates you're updating an existing user.

  • Company: The company or organization your user's associated with.

  • Job Title: Your user's job title.

  • Is Active: Whether your user is active in Utility Cloud, indicated by 'Y' for yes and 'N' for no.

  • Preferred Site Language: The language Utility Cloud is translated into. Valid values include English, Spanish, Chinese, French, or German.

  • Primary Address Country Code (required): Your users country entered using the ISO country code

  • Primary Address (1,2,3,4): Your user's address, entered in four separate columns. For a United States address the user would enter the information as follows:

    • Address 1: Street Address (123 Main St Suite 101)

    • Address 2 City (Boston)

    • Address 3: State (MA)

    • Address 4: Zip Code (02110).

  • Phone: A phone number associated with your user so that other users can contact you outside of Utility Cloud.

  • Phone Extension: Your phone's extension, if it has one.

  • Fax: A fax number associated with your user.

  • Accounts (required): The names of each account your user is associated with. Each account should be separated with a "|" pipe symbol.

  • Roles (required): The name of each security role assigned to your user. Each role should be separated with a "|" pipe symbol.

  • Role Exceptions: The name of each security right assigned to your user as an exception. Each right should be separated with a "|" pipe symbol, with a "+" plus symbol prefix to indicate it's included and a "-" negative symbol to indicate it's revoked..

  • Timezone: Your user's time zone.

  • Work order settings: Settings to determine when your user receives work order notifications. Each setting is enabled when the value is set to "True". These include:

    • Email user when work order is assigned to them

    • Email user when work order assigned to them is updated

    • Email user when work order assigned to them is completed

    • Email user when work order assigned to them is due

    • Email user when work order assigned to them is closed

  • Email Only User: Whether your user is configured for login to Utility Cloud or set to only receive reports via email.


Importing your file

Once you have either an updated export or you've filled out a blank import template, you can import those users from the User Search. To import:

  1. In the upper right dropdown of the User Search, select Import, Browse.

  2. Select the file you're using to import, then select Upload.

  3. Once your import is completed, you'll be notified either from the job processing panel or an email and download your file from there.

    1. For job processing:

      1. Select Complete

        once your job has completed.

      2. If it isn't already, set Job Status to Complete.

    2. For email:

      1. In your inbox, search for an email from postmaster@utilitycloud.us with subject "User Completed".

Once complete, your new users will be created and available in the User Search and your existing ones will show updated, and both will otherwise behave the same as if you'd created or edited a new user individually.

User imports can contain a maximum of 5000 users. For more than 5000 users, you'll need to import multiple files.


Security Rights Required: View Users; Import Users



Managing user access

From the User Details page, you can manage the status of any user that needs their password reset, a verification or welcome email sent, or to be unlocked. Additionally, you can send a test email to verify that they're receiving emails properly from Utility Cloud.


Resetting passwords

You can reset a user's password any time from their User Details. To reset a password:

  1. From the User Details of any user, select the upper right dropdown in the User Information panel.

  2. Select Reset Password.

A password reset email will be sent to the user and from there, they can follow the link from the email to set a new password.

Security Rights Required: Reset User Password


Sending a test email

If for whatever reason a user doesn't appear to be receiving emails from Utility Cloud, you can send a test email. To send a test email:

  1. From the User Details of any user, select the upper right dropdown in the User Information panel.

  2. Select Send Test Email.

A test email will be sent to the user. If they receive that, then there may be an issue with their configuration or some other setting in Utility Cloud. If they don't, there email client may be blocking emails from Utility Cloud. For more information, see Unblock Emails.

Security Rights Required: View Users


Welcome email

If a user hasn't logged into Utility Cloud after creation and they no longer have their welcome email, you can resend a new welcome email:

  1. From the User Details of a new unverified user, select the upper right dropdown in the User Information panel.

  2. Select Send Welcome Email.

A new welcome email will be sent to the user and they'll be able to login for the first time through the normal process described in Logging in for the first time.

Security Rights Required: View Users


Verification email

If a user's email has changed from the email set on user creation, then that user will need to verify the new email address from a verification email. If they haven't received or don't have their verification email, you can send a new one:

  1. From the User Details of an unverified user, select the upper right dropdown in the User Information panel.

  2. Select Send Verification Email.

A verification email will be sent to the user and from there, they can follow the link from the email to become verified with their new email address.

Security Rights Required: View Users


Unlocking users

If a user hasn't logged in 30 days after they've been created in Utility Cloud, haven't logged in in over 620, or enters a wrong password five consecutive times when trying to log in, then they become locked out. To unlock a user:

  1. From the User Details of an unverified user, select the upper right dropdown in the User Information panel.

  2. Select Unlock User.

That user will now be unlocked and able to log in again. If a user's been locked out from entering a wrong password, they may also need a password reset before attempting to log in again.

Security Rights Required: Can Unlock Users