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Edit Profile

The Edit Profile page maintains contact information, the language preference for the agent menu on the user's machine and notes about each machine ID/group ID account. Profile information can be maintained in three other places:

  • The contact information in the Edit Profile page can be automatically populated when a new account is created using the Agent > Create page.
  • VSA users and machine users can both maintain contact information using the Home > Change Profile tab in the Live Connect or Portal Access window.
  • VSA users only can maintain notes and contact information using the Agent Settings tab of the Live Connect and Machine Summary pages.

To change user accounts settings:

  1. Select a machine ID in the paging area.
  2. Enter Notes, Admin Email, Contact Name, Contact Email and Contact Phone information.
  3. Press Update.


Enter any notes about a machine ID account. Helpful information can include the machine's location, the type of machine, the company, or any other identifying information about the managed machine.

Show notes as tooltip

If checked, Edit Proflle notes are included as part of the tooltip that displays whenever the cursor hovers over a machine ID's check-in status icon.

Auto assign tickets

Auto assign a ticket to this machine ID if the Ticketing email reader receives an email from the same email address as the Contact Email. Applies when new emails come into the ticketing email reader that do not map into any of the email mappings.

Note: if multiple machine IDs have the same contact email, then only one machine ID can have this checkbox checked.

Contact Name

Enter the name of the individual using the managed machine. This setting is displayed in the Contact Name column.

Contact Email

Enter the email address of the individual using the managed machine. This setting is displayed in the Contact Email column.

Contact Phone

Enter the phone number of the individual using the managed machine. This setting is displayed in the Contact Phone column.

Admin Email

Enter the email address providing administrator support for this managed machine.This setting is displayed in the Admin Email column.

Language Preference

The language selected in the Language Preference drop-down list determines the language displayed by an agent menu on a managed machine. The languages available are determined by the language packages installed using System > Preferences.

Machine Role

The machine role to apply to selected machine IDs. Machine roles determine the Portal Access functions available to the machine user.


Click Update to update selected machine IDs with the profile information previously entered.

Select All/Unselect All

Click the Select All link to check all rows on the page. Click the Unselect All link to uncheck all rows on the page.

Check-in status

These icons indicate the agent check-in status of each managed machine. Hovering the cursor over a check-in icon displays the agent quick view window.

Online but waiting for first audit to complete

Agent online

Agent online and user currently logged on.

Agent online and user currently logged on, but user not active for 10 minutes

Agent is currently offline

Agent has never checked in

Agent is online but remote control has been disabled

The agent has been suspended

Machine.Group ID

The list of Machine.Group IDs displayed is based on the Machine ID / Group ID filter and the machine groups the user is authorized to see using System > User Security > Scopes.