Partner Organizations are used in the management of requests between Customers/Organizational Units and external service providers within the support system. It allows multiple Partner Users to be available within a Team, and assigned at relevant levels of escalations for working on requests. Users who are assigned the Partner Role must be associated with a Partner Organization and this is done manually within the User Information screen or within the Partner Organization > Technician tab. If a Partner User is created and not associated with a Partner Organization, they cannot be assigned to a Team and therefore cannot work on requests.
Partner Users who are associated via the Partner Organization with a Customer or Organizational Unit that log a request, if assigned within the Team and Layer assigned to the request, will automatically be allocated the request in preference to internal Technician Users.
The Partner Organization capability also allows the banner within the Customer
Portal for Customers associated with the Partner Organization, to be branded
for the Partner Organization.
To create a Partner Organization:
Select User>Partner Organizations
Click New
Complete
the Partner Organization Name
Enter other details, if required
Click Save.
This tab displays all Customers associated with the Partner Organization, either through the Customer Information Screen or via the Customer's association with a related Organizational Unit. Customers cannot be added within this screen, as they are allocated to Org. Units when they are created or through the User>Customer>Customer Information screen.
This tab displays all Organizational Units associated with the Partner Organization. Organizational Units cannot be added within this screen, as the association is made within the Details tab of an Organizational Unit Information screen. This means when requests are created, the system checks if a Customer's Organizational Unit is associated with a Partner Organization and if so, priority for assigning the request is given to Partner Users of that Partner Organization within the escalation layer of the assigned Team.
The Technicians tab displays Users with the Partner Role who are associated with the Partner Organization. This association can be made within the User Information screen or within this tab. This means when requests are created, the system checks if the Customer is associated with a Partner Organization and if so, priority for assigning the request is given to Partner Users within the relevant Team escalation layer.
When Partner Users are created they are not automatically associated with a Partner Organization, this association needs to be made within their User Information screen or this tab.
To assign a Partner User to a Partner Organization:
Select User>Partner Organizations
Select Org Unit Name
Move to the Technicians tab
Click
Edit
Click New
Select
a Technician name from the drop-down list
For Partner Users to be available in the displayed list, Users must
be assigned the Partner Role within the User Information screen.
Click Save
Select Done.
To delete a Partner User assignment:
Select User>Organizational Units
Select the Org Unit Name
Move to the Technicians tab
Click Edit
Tick the checkbox next to the Technician name
Click Delete
Click Done.
This tab lists all requests assigned to Users associated with the Partner Organization. To view or modify a request, select the Task# hyperlink.
Within the Banners tab, a banner that brands the Partner Organization can be uploaded. This will override the system Customer Portal banner within Customer Portals for Customers associated with the Partner Organization. The graphic should be 500x70 pixels and PNG format.
To add a customized banner within the Banners tab of the Partner Organization:
Select the Banners tab
Tick the Use Custom checkbox in the top right corner of the screen
Click
New
A window with a browse function appears.
Browse
to the location of the image and click
The image will be uploaded.
Click
Save.
The uploaded banner will be visible in the Customer Portal for all
Customers associated with the Partner Organization.